housekeeping The ethical hotel room… a look at Fairtrade products
management What happened to guest satisfaction surveys? Choosing the right super fund for your employees
profiles BIG4 sunny vibes light up parents’ holiday Holiday Inn Express opens trusted format in Adelaide Sage Hotel Ringwood: Retail therapy takes on new meaning
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Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 *Melbourne & Albury Only F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au robert.teoh@southpacificlaundry.com.au
F O R E ST R E SO R T
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fd front desk
summer
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In-house Laundry: Clean & ‘simple’ in-house laundry refurbishment
Case Study – The Links, Lady Bay: Accor Vacation Club member input drives latest renovation at The Links Lady Bay
36
Public Area Washroom: Guess the least hygienic part of a public washroom…
technology
Editor’s Note
management 10
Avoiding Horror: Horror clichés your accom should avoid
12
Superannuation: Choosing the right super fund for your employees
40
Ethically Sourced Products: The ethical hotel room… a look at Fairtrade products
44
Space Saving: Bed solutions: saving space in style
profiles
refurbishment
16
Sage Hotel Ringwood: Retail therapy takes on brand-new meaning
48
20
Hotel Flooring Options: Flooring without the flaws
BIG4 Sunshine Resort: BIG4 sunny vibes light up parents’ holiday
50
24
Holiday Inn Express Adelaide: Holiday Inn Express opens trusted format in Adelaide
Hotel Flooring Options: Three ways the right flooring can improve quality of life for neighbours
54
Case Study – Four Seasons: Transforming Four Seasons ballroom with Nufurn
what's hot 26
food & beverage 28
Functional Function-ware: What guests want, what hotels need
The Accom Management Guide is distributed quarterly to accommodation industry managers and professionals throughout Australia.
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Case Study – QT Queenstown, New Zealand: Where mother nature meets modern design
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Case Study – The Sebel Melbourne Flinders Lane: Accor Vacation Club completes soft refurbishments in Margaret River and Melbourne
Rosie Clarke r.clarke@amguide.com.au
STAFF WRITERS
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PRODUCTION
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The views and images expressed in the Accom Management Guide do not necessarily reflect the views of the publisher. The information contained in the Accom Management Guide is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions. ADVERTISING CONDITIONS
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Guest Entertainment: Everything a guest needs is in the palm of their hand (reliant on your wifi!)
marketing 62
Channel Management: Why hotels need laser focus in a multi-channel world
64
Value Currency: Price becomes an issue in the absence of “perceived” value
human resources 65
On being welcoming: A perfect frontdesk welcome
preferred suppliers 66
The Preferred Supplier Directory
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front desk fd Editor’s Note:
Stop people-pleasing, you’re hurting yourself WHAT IS IT ABOUT THIS HOSPITALITY RACQUET THAT TURNS PEOPLE INTO AVID PEOPLE-PLEASERS? AND WHY DOES THE ACT OF PEOPLE-PLEASING SO OFTEN JUST COME ACROSS PHONY? We take a comical look at this phenomena on page 10, where I asked the question ‘how not to please anyone’. There are certainly lots of horror tropes revolving around hotels, motels and accommodation providers in general. There’s an eery stigma attached to accom that fails to ‘people-please’. It’s logical enough as hospitality is the industry of impressing, but there’s something inauthentic about constantly trying to appease. Is it just me or does one cringe, slightly, when a manager (whether in a store, café or hotel) is too forced in their praise of an establishment? Don’t get me wrong, the ‘fake it til you make it’ attitude is one that I fully endorse, and customer service should always start with a smile. But I think where a lot of us go wrong, is people-pleasing rather than self-pleasing. If you don’t like the establishment in which you work, why bother? Surely, the goal must be to create somewhere you yourself would want to stay? If you know the guestrooms are unclean or too expensive or badly furnished, you’re being a phony when you tell guests otherwise. At the end of the day, authenticity will win-out. Charge what you would pay; install what you would use; clean to top standard
Rosie Clarke Editor, Accom Management Guide
Please yourself first and you’ll find that people generally follow your lead because that what you, and anyone who stays there, deserve. If you’re having trouble with owners or body corporate, or anyone else, tell them the same thing. What standards do they live by? Please yourself first and you’ll find that people generally follow your lead. We have some brilliant profiles and case studies in this issue… From retail therapy at Sage Hotel Ringwood, to BIG4 Sunshine Resort’s glossy family zest; the new Holiday Inn Express Adelaide; Accor Vacation Club highlights; and more. Elsewhere in this issue we have articles discussing superannuation, multi-channel management, price versus value, the not-so disgusting truth about public area washrooms, and more. Thank you for your continued readership and as always, I hope you enjoy this month’s AMG.
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m management Avoiding Horror:
Horror clichĂŠs your accom should avoid ARE YOU AIMING FOR BEST EXOTIC MARIGOLD HOTEL CHARM BUT FEAR YOU MIGHT BE MORE OF A BATES MOTEL? Let's have a bit of fun and talk about some of the most horrifying situations accommodation providers should avoid.
Rumour has it this blanket has never been washed There's nothing that will keep you awake on a freezing cold night quite like trying to figure out whether it's worth grabbing the extra blanket from the wardrobe when you've no idea where it's been. Most people have been told, at one time or another, never to use thick blankets or throws in an accom property because those things supposedly never see the inside of a washer. At least, they might not be washed daily or even between guests. There are a bunch of other 'old wives' tales' regarding accom hygiene that would send a chill down any spine. The famous ones are TV remotes and light switches; items that housekeeping might overlook on a day-to-day basis but are likely teeming with germs. There's not a lot you can do about some things... Even if you clean and replace carpets regularly and thoroughly, they're still bound to be pretty filthy with hundreds of people passing through every year. Lord knows what people get up to. But there are some neat little tricks you can implement to ease guests' minds, like providing complimentary disposable slippers they can walk around and shower in, and some anti-bac wipes or spray in a cupboard or side table that they can use if they want. The anxiety might be baseless but you can settle it pretty easily. Letting guests know what time their fresh laundry was brought up is another nice idea because it gets them excited about the lush comfort you're providing and immediately tells them you care about hygiene.
Kids, don't trust 'em Haven't you heard? They're the worst. Not to say that all kids are creepy... Just all the kids in horror movies and any TV/Film/Book that's set in a hotel. Maybe it's because they have a habit of sneaking away from their parents and shooting around hallways, lobbies, floors, grounds... Maybe it's because they can already operate a smartphone better than we ever will.
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Either way, when kids are bored or families are cramped in too-small rooms, it's a recipe for terror and complaints. When it comes to kids, avoid the ruckus by planning, as best you can, which rooms you book families into. If you primarily cater to couples or corporate groups, you probably aren't going to be set up well for families with young children. If that's the case, you'd best keep an ear out to make sure your regular guests aren't being annoyed by shrieking youngsters in the spa pool, or pre-teens hogging all the 'free' bandwidth. Don't be afraid to confront parents but you can also suggest lots of local kid-friendly activities to get them offsite and allocate 'special' pool/spa/ gym/restaurant times for them to minimise disruptions to your other guests.
Creepy crawlies, mice and fleas Unless they go by the name of Dr Doolittle, and/or happen to be a Disney princess, your average guest probably won't much enjoy the company of animals in their guestroom. Not to be outdone, the lobby, elevator, gym, and other parts of your property should probably also be kept clear of any little visitors. This can be easier said than done, especially if your property happens to have many outdoor components (a camping ground, perhaps). In this case especially, it's best to chat to your local pest control expert to make sure you're able to keep on top of the critters. When it comes to guests and their sensitive little selves, it's also a good idea to warn them about how seasonal changes might affect the creatures they come into contact with. If you're lakeside, for instance, it'd be nice to warn guests about mozzies or midges. Offer some bug spray and let them know if there are times of day they might want to avoid going for a paddle or strolling through the bush. By Rosie Clarke, Editor
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m management Superannuation:
Choosing the right super fund for your employees
EMPLOYERS ARE REQUIRED TO CHOOSE A SUPER FUND THAT THEY PAY CONTRIBUTIONS TO IF STAFF MEMBERS HAVEN’T SPECIFIED A CHOICE.
tools and face to face financial advice, the fund will help staff maximise their ability to grow wealth.”
This fund is called an employer-nominated or default fund. The trick for the employer is to choose a default fund that will provide the best superannuation outcomes for their staff and their business.
Superannuation is a long-term investment.
Choosing a default fund for a hotel is a big decision. We spoke with CEO Brendan O’Farrell of Intrust Super about his thoughts on what employers should look for in a fund… “As most employers would know, they can choose a default fund from the industry’s Modern Award. Just like the different services you provide to your guests, super funds all have their points of difference. Hoteliers need to make the choice that’s right for them and Intrust Super is very proud to be one of the choices available,” Mr O’Farrell said. “I believe there are four characteristics of a fund that should influence a decision in what default fund a hotel should partner with. These are service, investment performance, insurance offerings and fees.”
Service “Employers need tailored products and services that suit their particular needs as well as their staff’s. The hospitality industry doesn’t run nine-to-five and not all staff work full-time hours. A great super fund will look after all the details in order for an employer to keep an eye on the big picture of running the establishment and providing excellent customer service of their own. “A great default super fund will also assist employers, educate staff about the benefits of super. By providing regular visits, workplace seminars, relevant and timely information, free online financial planning
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Performance “Although we’ve all heard the expression that past performance is no guarantee of future returns, it’s still worth looking at how a fund’s investment returns have performed.” “It is important to look at a fund’s performance over longer periods, not just the one-year return. Comparing the different funds over one, five and ten years for example against the market averages will give hoteliers a better view of which fund is better for their staff.”
Insurance Most super funds offer life insurance, combined life and total and permanent disability and income protection. However, the premiums can be quite high and can undo any of the good work strong investment returns can have on super account balances. This year, Intrust Super won Money magazine’s Best Value Insurance in Superannuation award for an unprecedented sixth consecutive year. “We are proud that we are not only offering excellent insurance products with high levels of cover, but we are providing them at a very competitive cost.” Many Australians are unaware that insurance is part of their superannuation fund membership. Mr O’Farrell points out that this is another reason it is important for managers to look at the conditions and the levels of insurance provided. By doing so, employers will know their staff are covered if the worst were to happen.
management m
“Intrust Super has tailored its insurance offerings for the hospitality industry to automatically cover not only full-time workers but part-time and casual staff as well. Employers should check to see if their default super fund’s insurance looks after all staff,” Mr O’Farrell stated. “Our income protection called PayGuard pays up to 90 percent of income for up-to two years for illness or injury. The cover also pays an additional 10 percent of the benefit to the staff member’s super account. PayGuard also provides a unique loyalty bonus, which reduces the benefit payment date by seven days for every two years the insurance is held continuously.” “We have also just reduced the premiums making our insurance cover even better value. These sorts of details really do show the employers Intrust Super are looking out for our employer clients’ best interests.”
Fees All funds charge fees but some are higher than others. It can be quite surprising what effect those fees will have on a member’s balance. Traditionally, industry super fund fees tend to be less expensive than retail counterparts because they don’t pay commissions and are not for profit.
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Hotels are always trying to provide a better customer experience for their guests: super funds should be no different Overall fund offering “What employers need to look for is the overall package that will include great service and administrative solutions, good returns, excellent insurance and competitive fees. Not all super funds are the same, and not all cater specifically to the hospitality industry. “It’s these sorts of characteristics, where a fund will go above and beyond for a client that can set super funds apart.” “Hotels are always trying to provide a better customer experience for their guests. Super funds should be no different when it comes to delivering their services to hotels,“ Mr O’Farrell concluded.
SUMMER 2018 18/10/17 2:3813 pm
132 467 intrust.com.au
p profiles Sage Hotel Ringwood:
Retail therapy takes on brand-new meaning SHOPAHOLICS CAN SHOP ‘TIL THEY DROP, REVIVE THEMSELVES IN LUXURY COMFORT, AND EXPLORE THE BEAUTIFUL YARRA VALLEY AT VICTORIA’S FIRST SHOPPING CENTRE HOTEL. Next Story Group declared, “a new Sage rises in the East”, when unveiling state-of-the-art 120-room Sage Hotel Ringwood, Melbourne in October. The hassle-free shopper’s accommodation heaven spans five floors on top of the Eastland Retail Destination. Hotels on top of shopping centres are common abroad; popular because of convenience for shoppers and the buying power of tourists. The Singapore-based Next Story Group is the first to introduce this concept to Melbourne, with 29 hotels already open in Australia under the Next Hotels & Resorts brands, the group has been busy reconstructing and raising guest expectations with their innovative take on the industry. “You can shop ‘til you drop downstairs at the shopping centre and then go upstairs to the hotel or do some work in the co-working space,” Next Story Group's Australia and New Zealand managing director John Warren said. “It's a new concept in Australia but they're everywhere in America and Asia.” Ringwood is an emerging urban environment and with $1 billion investment in retail and transport infrastructure it attracted the attention of the hotel group. Added to this is that it is halfway between Melbourne's CBD and the wineries of the Yarra Valley: another key major selling point.
Sage Hotel Ringwood Chef Ryan Zhou and his team
“The nature of the shopping centre and the amount of money spent on it by Queensland Investment Corporation (QIC) is part of it,” Mr Warren added. Admittedly, a stay at this hotel offers guests a handy shopping experience; indulgence in the ultimate shopper’s paradise with David Jones, Myer and many more iconic international fashion and specialty stores on offer. Moreover, it is also a gateway to a host of wonderful local experiences including: wineries, gourmet artisan providers, farmers markets, lifestyle and arts precincts, adventure sports including hot air ballooning, amazing walks and cycle tours. The general manager of Sage Hotel Ringwood, Melbourne is Marcus Dudley, who was appointed in July 2017. He was tasked with building a team of over 30 associates, as well as developing all pre-opening activities to ensure the hotel’s success. Marcus is a seasoned hotelier with over 25 years’ industry experience having spent 10 years in the middle east, and more recently was general manager at Mövenpick Hotels & Resorts. He told us that he has travelled the globe throughout his career, with management roles in United Arab Emirates, Thailand, England, South Africa and Australia, and was able to bring a wealth of cross-cultural experience to the cosmopolitan city of Melbourne.
Sage Hotel Ringwood Deluxe King Room
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Supplier Profile
profiles p
PROTEL PMS
Sage Hotel Ringwood goes live with protel PMS and xnPOS Implementing new technology to give guests more control, make life easier for staff, and help deliver a more efficient and profitable business.
STORY GROUP property to select protel PMS with a third currently being installed.
Using xnPOS next generation hospitality & retail POS
Implementing protel PMS The benefits of a hotel PMS are clear: You know what’s going on; you get to know guests better; you raise efficiency and boost profits and revenue. Put simply, you gain complete business control and deliver exceptional guest experiences. However, there are so many PMS solutions to choose from. After years of using legacy PMS solutions NEXT HOTELS newest Australian hotel, Sage Hotel Ringwood, chose protel PMS, which is internationally proven and trusted by over 14,000 customers in Australia and globally. protel PMS seamlessly connects to all the other systems Sage Hotel Ringwood needs and is set to help them empower staff, increase profits and support the growing needs of its business. It will also
help strengthen the Sage Hotel Ringwood brand through the creation and delivery of exceptional, personalised guest experiences.
Sage Hotel Ringwood have also selected xnPOS, an easy to use, highly customisable cloud-hosted or on-premise point of sale solution. It is fast, robust and seamlessly integrates with protel PMS, payments systems and other business-critical applications. xnPOS can be used with traditional POS terminals, tablets, handheld devices, kiosks and it enables mobile operations for staff.
protel PMS will help improve operational processes, provide better information, increase channel management and enhance guest service by helping the Sage Hotel Ringwood team with their day-to-day activities.
xnPOS provides Sage Hotel Ringwood with proven workflow advantages to manage guest check transactions, order-entry operations, remote kitchen/bar orders, and ultimately F&B operation profitability. Sage Hotel Ringwood is the first NEXT STORY GROUP property to select xnPOS with a second currently being installed.
Sage Hotel Ringwood is the second NEXT
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SUMMER 2018
17
p profiles Sage Hotel Ringwood:
Sage Hotel Ringwood's Partake Restaurant
The Sage Hotel Ringwood lobby
According to Marcus, corner from Ringwood. all 120 rooms of the “We commissioned the Sage Hotel Ringwood, creation of five directly Melbourne, offer an on wall graffiti art works, extraordinary sleep as well as nine hanging experience, with a canvas pieces displayed range of boutique throughout the lobby and king, twin, and family podium level. And the guestrooms featuring creation of these artworks their DreamWeave by Mike has been filmed SleepSystem mattress and shared with guests via and premium pillows. the hotel website.” Special access rooms offer disabled accessible Guests have also been bathrooms and can particularly impressed by interconnect to standard the hotel’s relaxed, take rooms to cater for carers on modern hospitality, and family members. offering 24-hour room The hotel also offers service, trendy Melbourne complimentary highcafé-styled breakfasts Sage Hotel Ringwood's High and Dry Bar viewed from the lobby speed wireless internet and an eclectic spread with no timers, no fees of Australian and Asian and no limits on devices, smart TVs with the latest blockbuster movies, cuisine presented on shared plates throughout the day. The hotel's coffee pod machines, floor to ceiling windows, walk-in showers, popular Partake Restaurant and vibrant High & Dry bar attracts visitors minibars, and a modern gym. looking for a strong range of local Yarra Valley wines, beers, ciders, and spirits. Marcus said: “All produce used in the restaurant is local and our To cater to business guests, the high standard of the conference and hotel room mini bars feature products all sourced from Victoria.” co-working facilities was a priority with ‘Sage One’ catering for up to 14 people, and ‘Sage Two’ with views over the Dandenongs catering for Reports of excellent service from a friendly and welcoming team makes up to 200 people. The hotel’s co-working space can also cater for 80 Marcus very proud. “Since pre-opening we have had a strong focus on and can be rented on a daily, weekly or monthly basis with a range of local recruitment and partnerships with the local Ringwood community membership inclusions. including the Yarra Valley region. We wanted to have team members on board who live and breathe the local environment and have great This is a modern, edgy hotel that integrates well with the industrial feel knowledge of the fantastic options to explore on our doorstep because of the Eastland locale, and takes full advantage of the spectacular views this authentic enthusiasm directly rubs off on our guests. of the Dandenong Ranges. On the hotel style and aesthetics Marcus stated: “We have received fantastic feedback from guests and visitors “The feedback from the locals who have secured employment at our alike on the design and feel of the public spaces. The hotel lobby and hotel have been very reassuring too, they are so happy to have been lounge are standouts; presenting polished exposed aggregate concrete given this opportunity so close to where they live and to be able to floors, fresh styling and sleek furniture that creates a cool contemporary come to work in such wonderful surroundings. We are proud to say that look, in keeping with the modernity of the building. over 80 percent of our hotel staff are locals having moved from some of the city hotels to be able to work closer to home – and they couldn’t be Stunning artwork by a local graffiti artist is also featured throughout happier,” he revealed. the hotel. Marcus explained: “An exciting highlight for us during development has been our partnership with Melbourne born and bred Prior to the commencement of the project it was vital for the innovative street artist, Mike Eleven who grew up in Springvale just around the Next Story Group, to find the perfect location for this Sage hotel.
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John explained that they indeed found it here, with Ringwood being developed as the business hub of the Eastern suburbs and the “progressive Maroondah City Council’s strategic plan to develop more infrastructure, business parks and invigorate the residential areas.” He determined: “We believe Sage Hotel Ringwood is uniquely positioned to be part of this exciting time and that it will be very successful here. When searching for sites for Sage Hotels, we look for exciting urban hubs on the city fringe that have a unique offering, so guests can ‘live like a local’ when they stay with us and Sage Hotel Ringwood is a great example of this. Because our philosophy ‘supports local’, this encourages us to showcase the best of the Yarra valley and surrounds to our guests. “Once you visit us here at Sage Hotel Ringwood you will find out for yourself that Sage Hotels are an upscale offering; the services and spaces are familiar to our guests having the hallmarks of simplicity and consistency they’re looking for; combined with local flavour and a sense of community.” Next Story Group is committed to the Australian market and continues to grow and evolve its hotel portfolio across the country. Sage Hotel Ringwood is the company’s fifth Sage Hotel open alongside its counterparts in Adelaide, Brisbane, Wollongong and West Perth. This is a significant milestone for this innovate group that continues to set industry trends.
Sage Hotel Ringwood, Melbourne, benefits from Xn protel Systems Xn protel Systems is the global hospitality management software company that provides Sage Hotel Ringwood, Melbourne with its property management and point of sale solutions. Craig Chait, managing director at Xn protel Systems said: “Our highly functional and open systems provide the latest technology and flexibility.” According to Craig, there are many benefits for world class hospitality establishments, such as Sage Hotel Ringwood, to use Xn protel’s solutions. They help optimise revenue generation, simplify service operations and enhance the quality of guest experiences.
According to Marcus, the reaction from guests and visitors to the hotel has been extremely positive and he has been the recipient of glowing feedback, including praise for the lobby design, outstanding views, spacious feel, comfortable beds and its very convenient position to and from Ringwood station.
He expanded: “Our PMS – property management systems helps hotels know their guests better, raise efficiency and boost profits and revenue, by improving operational processes, providing better information, increasing channel management and supporting all areas of work at the hotel.
One hotel reviewer stated: “Our stay at Sage Hotel Ringwood was amazing, everything went smoothly, and we felt well taken care of. The room was luxurious, and we will definitely be returning. Thank you so much for our stay.”
“The POS - food and beverage point of sale system - provides choice for guests, helps make life easier and keeps costs down. It reduces operational complexity and delivers more efficient service.”
Another TripAdvisor reviewer said it all: “I treated my wife and myself to a night at the newly opened Sage hotel at Eastland. The hotel is modern and has an edgy appeal. All the staff were very friendly and went out of their way to make our stay enjoyable. The rooms are very comfortable and come with free wi-fi and plenty of power points and USBs for all your laptops, tablets, phones, etc. The king-size bed was very comfy and had a couple of different pillows to choose from. We included the continental breakfast which was very nice. We realised that we were going to struggle to meet the 10am checkout time and staff extended it to 11am without any fuss. Apart from Eastland, the hotel would be a good stepping stone to visiting the Yarra Valley, Dandenongs, etc.” It is true that to check-in on Christmas night, before the Boxing Day sales was perfect for the most dedicated bargain hunters however, Sage Hotel Ringwood, Melbourne, boasts that it is much more than just a hotel above a shopping centre; equally well set up for business travellers, and attractive to tourists accessing Melbourne’s East and the Yarra Valley. Indeed, this is an exciting leading-edge industry opportunity, and it will be interesting to see if this new hotel business concept is the new frontier for Victoria’s accommodation offerings. ■ By Mandy Clarke, Industry Reporter SUMMER 2018
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p profiles BIG4 Sunshine Resort:
BIG4 sunny vibes light up parents’ holiday HALFWAY BETWEEN SYDNEY AND BRISBANE YOU WILL FIND BIG4 SUNSHINE SOUTH WEST ROCKS. Nestled in one of New South Wales’ most beautiful mid-North coastal towns, the site has spectacular natural reasons to visit. Sure, there are plenty of stunning beaches and national parks, but the resort itself adds a dazzling ray of sunshine! Developed with young families in mind, all the facilities have been designed to bottle joy. ‘More fun’ is Sunshine Resort’s tagline, and it’s certainly the atmosphere onsite. Five minutes in and guests quickly discover kid-heaven; a real Neverland. With leisure facilities including a Shipwreck Island water park, resort-style pool with toddler play and spa, mini putt-putt, a kids’ club, games room, movie room, rental go carts, bike and canoe hire, half court tennis, (high speed) wifi, and an onsite café/restaurant to boot. The resort’s remarkable undercover jumping pillow and playground is also fantastic for wet weather or a shadier leisure alternative. This exciting resort is the brilliant brainchild of owner and CEO, Tony Mayne. Tony told AMG that he has owned Sunshine Resort, South West Rocks for 18 years. When he purchased the (then) Lagoon View Caravan Park there were just a few powered sites and permanent residents but the site has grown into a bustling family mecca. Tony is a man very much in tune with his inner child, creating an innovative and exuberant fun resort property with 120 sites, 16 ensuites, 36 villas (10 different types) and two glamping Sunshine Tents. With a background in building, construction and property development, Tony’s true passion is design. He explained: “When going forward with my vision for the resort, I took cues from multiple sources, and inspiration from the likes of the Disney business model. Our accommodation varies from unpowered sites, to glamping-style Sunshine Tents (all the fun of camping without the hassle!), to open plan studios (one- and two-bedroom cedar cabins), two- to three-bedroom luxury retreats and our latest innovation, the luxurious Ngurra Lodge.” Here, the pioneering and pirate-loving Tony has created a high-spirited haven for families and has broken new glamping ground.
Youngsters ‘get wrecked’ with thrilling Shipwreck Island Over two years ago, Sunshine Resort opened its $1 million dollar Shipwreck Island water park. This is one of the resort’s most exciting projects and it really must be witnessed first-hand to fully appreciate; an old fishing trawler was rescued from the shores of Port Macquarie and transformed into a colossal replica pirate ship! The centrepiece of Shipwreck Island features a lagoon-style pool; rock waterfall; water cannons; slides; two crow’s nests; a tipping bucket and a skull cave that ‘cries’ water. Kids (and therefore parents) absolutely adore it.
Ngurra Lodges In 2017, Sunshine Resort was the subject of a lot of industry chatter when it launched its newest project; the $1.6 million luxury Ngurra Lodges, ‘Ngurra’ meaning ‘place of home’ in the local Dunghutti Aboriginal language. These unusual lodges have been designed to blend in perfectly with the landscape. Tony explained: “Like many other small coastal towns, South West Rocks has an under-supply of premium accommodation despite latent demand. Traditionally, holiday parks have not been too well-known for hosting premium quality accommodation or, indeed, great architectural design. “In response, I saw the opportunity to break the mould and complement the incredible environmental attractions of the area; so I designed seven two-story premium lodges that are arguably the most architecturally innovative accommodation in our industry sector. They blend beautifully into the landscape with the addition of high definition vinyl images of the surrounding bushland fixed to the facade of the building. This softens the impact of the buildings on the landscape.
Smooth sailing PMS transition for BIG4 BIG4 Sunshine Resort was able to smoothly transition across to NewBook from their previous PMS system and were up and running within three weeks of signing up. Importing their historical data meant they could start their new journey without forgetting their past. BIG4 Sunshine Resort selected our
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Signature package and added a variety of enhancements, including our CRM. These additional features have allowed BIG4 Sunshine Resort to send email and SMS marketing campaigns, manage BIG4 memberships, improve communication and efficiently manage availability and tariffs for all of their online accommodation listings. Most importantly, they have been able to save time and money from streamlining
many day-to-day tasks and automating processes. When looking for a new PMS, assess your property’s needs and goals. Compare likefor-like products and after sales service, find testimonials and source companies, such as NewBook, that allow you to try a free demo so you can see their system first-hand.
p profiles BIG4 Sunshine Resort:
“This is a first in the hospitality industry as far as we are aware. Built with modern architectural design cues, plenty of glass and views over the surrounding national park and a high-quality ‘raw luxury’ fit-out, these lodges take the Sunshine Resort brand to the next level. “The seven lodges sleep six guests, in two bedrooms, with two splitking beds, a bunk bed and a shared ensuite with a double shower. They also have full kitchens with glass splash backs, designer furniture, artwork, three TVs, air conditioning, and alfresco dining. The Ngurra Lodges fetch more than $600 a night peak season and enable us to attract a higher yielding customer, willing to pay more for luxury.”
Resort accommodation Putting all the resort’s exciting and forward-thinking design projects to one side for a moment, lets also tip our hat to the other types of accommodation across the property. The cabin accommodation was built to a very high standard with longevity in mind; even though some are nearly 10 years old, they look new and fresh due to the high standards of maintenance and housekeeping. Last year, Tony test marketed two ‘Sunshine Tents’ designed and
built in-house to target the short-break weekend camping/glamping market, with the purpose of taking the hassle out of camping in favour of relaxation and fun. Tony revealed: “The tents have been really well received and have maintained a 75 percent occupancy, therefore we will be building three more Sunshine Tents next year.” Tony’s passion for the industry and his respect for the environment reverberates. For him, this resort is an open door to never-ending possibility and opportunity. “Generally, I think the holiday park industry is missing the boat because although we have some of the most amazing locations around the country, I think park owners grossly under capitalising with cookie cutter, boring design. I wanted to design something cool that that sets us apart from the whole accommodation industry - a resort that guests would rave about,” he said. “And, indeed, they are.” He added: “In my opinion, we are leading the way in innovation because there is no other product like the Ngurra Lodges in the holiday park industry and now we are positioned in competition with lifestyle hotels. I believe we provide a better holiday experience for families as we have more for them to do in a healthy, natural, outdoor environment.”
Quality for fun family resort Bev Martin Textiles provides quality linen to BIG4 Sunshine Resort. Helen Hurst, the national sales and marketing manager of Bev Martin Textiles, told us: “We are delighted to supply BIG4 Sunshine Resort with: polar fleece and plush microfiber blankets, summer and all-season weight quilts, a variety of pillows and our superior microfiber fabric cover mattress protectors. After we exhibited at the national caravan industry conference in May 2017 it opened many fantastic opportunities for us within this sector.” Bev Martin Textiles has been a trusted supplier to this industry since the 1980s, mainly to the Sydney metro area. Helen explained: “Australian Linen Supply purchased this business in early 2001; we expanded and are now a nationally recognised supplier.”
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Helen stated: “We at Bev Martin Textiles are proud of our consistent supply of high quality products at a fair price, customers want confidence in the supplier of their linen and they know that our stock can be relied on. They are also happy with our customer service because we pride ourselves on making sure each and every customer receives the right stock with quick delivery times.”
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What are Tony’s future plans? “Moving forward, we intend to be the number one destination for families on the North Coast, we have a five-year plan to expand the resort facilities and accommodation. Our plans include the stage two development of Shipwreck Island (to include more water play), a bigger restaurant, bar area, and lounge areas, plus further development of the kid’s club indoor play area and games rooms.” The local council has been supportive of Tony’s developments and ideas. But Tony revealed: “While we have had plenty of support, our biggest challenge has been to change the perception of the holiday park industry and to attract a higher yielding customer. Although, with the massive investment in the industry, more consumers are experiencing the freedom of the holiday park experience.
important asset is his team. He stated: “Our team is hired based on my family values and purpose, and our staff must be driven by the primary goal: to change people’s lives for the better. I am very proud that we are regularly praised on the friendliness and helpfulness of our team. Currently, there are three managers who do an exceptional job working with our ever-expanding team.” Sunshine Resort understands the family holiday dynamic and the team is charged with making this important time fun and relaxing for both parents and kids, allowing them to re-connect. “With this ethos, we take fun seriously” Tony proclaimed. “We want to change lives for the better and so we carefully consider everything: from pre-arrival communication, the welcoming check in experience (which includes a surprise gift for the children), to happy guests who find the villa as they expected from the marketing images.
“Developing the Ngurra Lodges and changing to a ‘resort’ model is part of the strategy to change the perception of our business, and once guests have stayed it will be easy to get them to come back!”
“We want our guests to feel welcome, enjoy themselves and have fun; so our team, no matter how busy, will always stop to say ‘hello’ and have a conversation.” ■
Design innovation is exciting, but Tony also realises that his most
By Mandy Clarke, Industry Reporter
SUMMER 2018
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p profiles Holiday Inn Express Adelaide:
Holiday Inn Express opens trusted format in Adelaide LAST YEAR’S REVEAL OF THE NEW HOLIDAY INN EXPRESS ADELAIDE CITY CENTRE WAS A FIRST FOR THE IHG’S HOTEL BRAND IN SOUTH AUSTRALIA. This is the third Holiday Inn Express that has been opened in Australia by Pro-invest Group, following the launch of their Sydney and Brisbane properties. The extraordinary nine-level, 245-room hotel garnered intrigue when it was unveiled in Adelaide city’s north west corner; a location chosen to capitalise on Adelaide’s renewed interest and investment in this particular quarter. Presiding over the ceremonial ribbon cutting at the official opening, mid-2017, was Pro-invest Group chief executive, Ronald Barrott. He said: “Our hotel offering is ideal for those business or leisure travellers looking for smart hotel solutions in the heart of the CBD. It’s also well timed, with the opening of the new Royal Adelaide Hospital and the Adelaide Convention Centre’s East Building, in addition to the pending Riverbank development, Adelaide Casino expansion and the current laneways project.”
here in Adelaide, I am very proud to be a part of it.” On board with the Holiday Inn Express Adelaide City Centre, since April 2017, Kirra has enjoyed being part of the team that witnessed the building evolve. She revealed: “For me the most significant stand out moments were; topping out the building, completing the fit out and I will certainly not forget the excitement we felt after we installed the branded signage, and before the doors opened on August 28 and we welcomed our first guests.”
With the Holiday Inn Express brand being relatively new to the Australian industry, perhaps we should define their brand’s point of difference - all rates include - comfortable beds, a superb choice of pillows, free uncapped wifi and a free Express Start Buffet Breakfast or Grab and Go option. The hotel manager, Kirra Stott proudly confirmed that Holiday Inn Express brand “offers guests more where it matters most, from a convenient location in the heart of the city and exceptional facilities through to free ‘Express Start’ buffet breakfast and wifi. So, we stay true to our ‘stay smart’ philosophy to offer our guests everything they need and nothing they don’t”.
Hotel Manager, Kirra Stott
Kirra spent the last eight years working in the hotel industry with IHG hotels across Queensland, New South Wales and now South Australia. She studied a bachelor of international hotel and tourism management at the University of Queensland and then proceeded straight into IHGs post graduate program where she began working for Holiday Inn Surfers Paradise, and then moved across to the Crowne Plaza brand before spending four years working for InterContinental at both Sanctuary Cove on the Gold Coast and in Sydney. She told us: “I love this industry, and there is so much to look forward to
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The hotel has a clean, modern, urban look and feel; designers have cleverly used jigsaw shapes and pops of yellow, orange and blue to create warm and interesting spaces and cool open calm spaces. Furthermore, Kirra described, undeniably the biggest design feature of the hotel: “Our stunning, street art inspired installation on the ground and first floors envelopes the grand staircase which is fabricated with oxidising steel and raw hardwood steps.
“This artwork was created by Azzurro, a local Adelaide street artist who painted the 43 panels offsite and then installed them in the days before we opened the doors”. Total guest satisfaction means that an environment must please and work well for its use however according to Kirra it was also vital to gather the perfect team. “Every member of our team needed to possess the right attitude and a variety of skills to deliver all that the Holiday Inn Express brand promises” she stated. “Throughout my career it has been significant for me to ensure that we support the growth and development of the next generation of hoteliers by partnering with tertiary education bodies, role modelling positive leadership
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What about Holiday Inn Express Adelaide’s door lock security?
behaviours and being transparent leaders who are open to discussing what our careers look like to help guide and encourage people into the hotel and hospitality industry.” Other issues that Kirra knew that she had to perfect before opening was: making sure that that a strong PMS was in place and that it was working 100 percent correctly to ensure smooth guest interactions and arrival and departure processes. She added: “Of course perfecting the delivery of a true Express Start buffet breakfast for our guests was a top priority because it is such a cornerstone of both our brand and any hotel stay.” Kirra told us that the reaction from guests and the Adelaide hotel market to the new hotel has been terrific so far. She said: “Being the first new product in the Adelaide market since 2013 we offer a fresh and modern hotel for travellers into the Adelaide market. We are most excited to continue to build awareness of our brand in this region and within South Australia too. “As we continue to deliver great guest experiences and showcase what the hotel and our people can deliver it is great to see many more of those guests returning and becoming loyal brand advocates!” ■
ASSA ABLOY Hospitality supplied Signature RFID offline door locks with bluetooth low energy technology (BLE) to allow for future mobile access functionality. Once the property is ready for mobile access, the BLE reader is simply turned on to allow guests to unlock their guestrooms immediately upon arrival with a quick swipe of their mobile device. The Orion energy management system was also deployed to minimise utility costs and increase sustainability. ASSA ABLOY Hospitality solutions are designed to “maximise security and operational efficiency for properties, while enhancing convenience and streamlining the stay experience for guests”. Michael Benikos, from ASSA ABLOY Hospitality, told us: “Mobile entry is gaining momentum worldwide, especially in the luxury hotel sector. ASSA ABLOY Hospitality puts an emphasis on pioneering innovative technologies that create an entirely new guest experience. Next year, the industry will see a major boom in how many properties are integrating mobile key technology.”
By Mandy Clarke, Industry Reporter
ASSA ABLOY Hospitality
The world leader in hotel security.
Mobile Access
Your property security is no place to fall behind. That’s why ASSA ABLOY Hospitality has been leading the industry in security technology innovation for over 40 years, since introducing the world’s first electronic lock. Today, millions of guests around the globe are secured by our advanced solutions, including VingCard locks, Elsafe in-room safes, mobile access and integrated software platforms. With worldwide service and support in more than 166 countries, ASSA ABLOY Hospitality helps you put security out front and keep it out front.
VingCard Essence Lock
VingCard Allure Lock
Elsafe Safes 1 300 796 233 www.assaabloyhospitality.com australia.hospitality@assaabloy.com
SUMMER 2018
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f y d n a d l o o c o l approved e v r a m n e e k t u o t s u j d n a m h groovy inde g u o s t n e c e r r a l u p o p y h c a e b a neat nifty p f l o o c e t u n i m e h t o t p u y super trendNDS IN ACCOMMODATION INDUSTRY PRODUCTS E THE L ATEST TR
ELECTRONIC IN-ROOM SAFES The Elsafe Infinity II is a new era in in-room safes. Ideal for the most demanding lifestyle brands and properties that thrive to be different, Infinity II combines sophisticated technology and fashionable design. It is the ultimate safe for the design conscious, with its silky, stylized design and high-tech neon blue backlit keypad (digital only), combined with ASSA ABLOY Hospitality’s industry leading high quality safe platform, Infinity II brings richness to the room like no other safe before.
C ASSA ABLOY Hospitality Oceania Pty Ltd P 1300 796 233 E australia.hospitality@assaabloy.com W www.assaabloyhospitality.com
CORDLESS CLEANING Many people are familiar with their HVR200 vacuum otherwise known as Henry, who has been cleaning up for the past 30 years. Now it’s the turn of the NBV190 with an 8lt capacity and weighing in at a comfortable 6.38kg, it has a run time of 35 minutes per battery and is supplied with 2 batteries making a total run time of 70 minutes and it’s easy to eject battery can be fully charged in just 3.5hrs. For those areas where power is not available or it’s dangerous to have trailing leads when daytime cleaning is carried out the NVB190 provides the perfect answer.
C Edco P 02 9557 4411 E orders@edmonson.net.au W www.intervac.net.au
NEW TECHNOLOGY FROM TENNANT NEW to The Tennant walk-behind scrubber family the T500 and T500e deliver predictable results, extend machine life and reduce the cost of ownership with innovative on-board technologies. Exclusive to Tennant, new Smart-Fill™ automatic battery watering technology makes battery maintenance safer by removing the task of checking, opening, and filling batteries. Increase battery life, extend battery run-time and easily optimize long-term battery performance with a nearly maintenance-free system.
C Tennant P 1800 226 843 E contactus@tennantco.com W www.tennantco.com
WOULD YOU LIKE TO OFFER YOUR GUEST A BETTER SLEEP? If so our pillow collection, could be for you Compressed packed Firm pillows – washable elasticised polyester fill with a Japara cotton cover, piped edge, size 45x70cm, 500gsm, 600gsm with single piped edge, 700gsm with gusset side and yellow ID thread, Or our luxuriously soft “guest rated” pillows – washable micro-loft fill with percale cotton cover, gusset side with ID Thread, size 45x70cm & king 50x90cm, 800gsm with Light Blue thread, 1000gsm with silver thread, King 1550gsm white thread.
C Bev Martin Textiles P 1800 4 LINEN W www.als.net.au 26
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E sales@als.net.au
what's hot wh
INSURE THE VALUE OF YOUR BEDS WITH ALLERZIP® The cost of insuring one of your most important investments is so inexpensive. Allerzip® Mattress and Pillow Protectors with BugLock® will protect your establishment’s mattresses and pillows from spills and stains, including perspiration, bodily fluids, and blood stains. Allerzip® also provides protection against airborne allergens caused by dust mites, bacteria, and mould as well as additional bite protection and water proofing as provided by the Miracle Layer™. Also fully encased providing an effective Fit’N’Forget™ barrier against bed bug infection. Less time spent is addressing bedding, thereby reducing labour costs and insuring the lifetime value of your beds. Available in a range of sizes – Single, Extra Long Single, King Single, Double and King.
C Protect-A-Bed P 1300 857 123 E david.hampton@protectabed.com.au W www.protectabed.com.au
ACOUSTIC BEAUTY Armstrong Flooring combines style and function with the NEW Natural Creations XL Luxury Vinyl Plank Range, which offers 14 contemporary and traditional patterns in large format resilient vinyl flooring. Available 5.0mm thick and as 230 x 1500mm long planks, Natural Creations XL combines underfoot comfort and timeless beauty with durability and acoustic properties, which is especially important in multi storey residential buildings.
C Armstrong Commercial Flooring P 03 9586 5634 W www.armstrongflooring.com
OXYZONE S10 SILVER HOSPITALITY FOLDING HOLIDAY CRIB Sometimes the most important guest can be the very smallest. The Compass Folding Holiday Crib ensures both babies and their parents sleep soundly. Designed especially for commercial use, this robust and portable crib is easy to store and fast to assemble. Made from high grade metal, the crib has a durable, non-toxic powder coat finish that endures repeated cleanings. Its 7.5cm (3 inch) mattress meets Australian standards and is covered in waterproof vinyl. Braced leg design helps the crib withstand hotel elevator gaps while foam leg bumpers protect doorways and furnishings. It also features easy to roll, heavy-duty swivel rubber casters, two of which lock, for extra safety and stability. Weatherdon manufactures and markets the Compass Folding Holiday Crib exclusively for the accommodation industry.
C R Weatherdon & Co Pty Ltd P 02 9906 2202 E sales@weatherdon.com.au W www.weatherdon.com.au
An environmentally friendly, chemical free, high-tech housekeeping aid for busy hospitality providers. Modern and stylish in design, the S10 Silver Hospitality all stainlesssteel construction with microcomputer technology is the ideal ozone unit for any hotel, motel or function centre. Simply select the run time you want and press run. The ozone generator operates until the time is complete and waits for you to move it to the next room and press run again. It remembers the last setting, it’s that simple!
C Oxyzone P 02 4341 5858 E sales@oxyzone.com.au W www.oxyzone.com.au SUMMER 2018
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fb food & beverage Functional Function-ware:
What guests want, what hotels need UNLIKE A COMFY HOTEL BED OR RAIN SHOWER, DINING AND CONFERENCE EQUIPMENT RARELY GET GREAT WRITE-UPS FROM GUESTS OR ATTENDEES – BUT IF YOU GET IT WRONG, YOU SURE CAN EXPECT TO HEAR ABOUT IT.
Looking at recent research and customer feedback, we’ve cut out some of the guess work by identifying what guests value and what equipment is available to hotels and accommodation providers in 2018.
Buffet and service ware What they want: Chances are, guests aren’t going to comment on how appealing your buffet and service-ware is – in fact, they might not even notice it. That being said, they’re sure to take notice of how fresh and appealing the food looks, which often comes down to how it’s kept and displayed.
Keeping food at the right temperature is an obvious must, but often gets overlooked with large bowls of unrefrigerated yogurt or bottles of milk left out on breakfast buffets. CSIRO recommends that perishable food be kept in a cool or chilled environment, with the exception of some fresh fruits and vegetables. What you need: Thanks to continually developing technology, serving equipment such as chafing dishes keep food consistently warm, can be elevated for display purposes, and come in a range of decorative styles. Many Australian suppliers offer stainless steel, copper, bamboo and other designs for visual appeal. Options are also available for refrigerated drink dispensers and ice housing with built in cooling technology and acrylic inserts. Some even come with LED lighting!
C O O K, S E R V E , D I S P L AY & P R O M O T E, A L L I N V I V I D C O L O R Ramler ’s new Elements Live Cooking Station LED Edition features premium custom-designed LED backlit display panels that are ideal for advertising and promotion, or simply as a stunning feature to showcase the servery. The new LED Edition retains the much-loved interchangeable cooking, warming, and serving inserts offering maximum flexibility with designer style for every F&B occasion. Call Rob Gilshenan now on +61 439 638 151 or email robg@ramler.com
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LEADING THROUGH INNOVATION
www.ramler.com
RAM077/180112H
Comfort, accessibility and quality are all factors that contribute to great dining and conference experiences. Whether it be a comfy chair, a machine that makes a good cup of coffee, or particularly practical service ware, getting it right will make life and business easier for everyone.
food & beverage fb
CLASSIC. CLEAN. SIMPLE DESIGN.
Whether you’re running a small establishment or a luxury hotel, putting the ‘function’ in ‘function-ware’ is critical
Good decorative practice incorporates layers of elevation, not only for visual appeal, but also for practicality. When sourcing or talking to your existing supplier, consider discussing the latest in food hygiene, dispensary, design and commercial grade materials before renting or purchasing.
Seating What they want: There’s more to seating than simply providing a place for guests to rest their legs. Guests want a comfortable place to sit, but with new options on the market, they’re sure to expect bells and whistles that you may not be aware of. What you need: Whether it be dining or conference seating, ergonomics are paramount. While backless seating has grown in popularity over recent years, it simply isn’t practical for a commercial environment. Simple dining seating is more popular than ever, with many hotels ditching the chair covers, even for formal functions. Talk to your supplier about dining chairs that use natural and recycled materials, with ample back support and cushioning. Conference seating, on the other hand, has improved exponentially over recent years, incorporating technology that allows delegates to do everything from changing their lumbar support to charging their phone. Some companies offer chairs that feature a flexible backrest for comfort, a range of charger connections, a coat hook, fold-out table, and can be stacked 10 chairs high for easy storage.
Tables and skirting What they want: Tables have three jobs. To provide a steady place to put things, to look aesthetically pleasing and depending on its covering, to keep unnecessary mess out of view. If a table achieves all three of its jobs, guests are unlikely to notice them – but a spontaneous table collapse or grotty surface won’t be easily forgotten. What you need: Commercial-grade tables should handle over 200kg of weight. If folding tables are required for easy storage, consider tables with fold-in legs rather than a join in the centre to avoid any possibility of inward collapse. Trestle tables are becoming increasingly popular as an aesthetically pleasing option, particularly if table skirting isn’t in use.
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fb food & beverage Functional Function-ware:
While skirting can tend to look outdated (think white ruffles), simple, dark skirting can be surprisingly practical. Many hoteliers opt to keep excess serving supplies beneath tables for easy access. It also allows hotels to purchase tables with sturdy (if slightly unattractive) legs.
Coffee machines What they want: Call it ritual, pleasure or addiction, but good coffee is a luxury that many guests aren’t willing to forego. While instant coffee might have cut it even a decade ago, modern guests expect access to quality espresso coffee wherever they go. Believe it or not, getting this right can have a huge impact. A survey commissioned by Nespresso found that a bad coffee makes 50 percent of Australians feel angry and 17 percent feel regretful, while 6 percent claim that it entirely ruins their day - so if you want happy guests, coffee’s a great place to start!
What you need: While it sounds ideal to employ a full-time barista, it’s not always practical. Self-service machines have come a long way in recent years, and though they won’t leave a leaf or tulip atop the crema of a coffee, they do provide an overall consistency that simply can’t be guaranteed by a barista. The latest machines do everything from grinding and tamping to frothing and dispensing. When sourcing a machine, Coffee Republic recommends talking to your supplier about the materials the brewing unit is made from, the cleaning function, and the reliability of the pump system. Also look out for modern technological additions such as touch screens which make machines simpler to use. Whether you’re running a small establishment or a luxury hotel, putting the ‘function’ in ‘function-ware’ is critical for a great guest experience – with or without feedback. ■ By Lauren Butler, Junior Industry Reporter
Cook, serve, display & promote, all in vivid colour Ramler’s new ‘Elements Live Cooking Station - LED Edition’ features premium custom-designed LED backlit display panels that are ideal for advertising and promotion, or simply as a stunning feature to show case the servery. The new ‘LED Edition’ retains the much-loved interchangeable cooking, warming, and serving inserts offering maximum flexibility with designer style for every F&B occasion. The sleek and contemporary design of the Elements Live Cooking Station – LED Edition, is the ideal portable live cooking stations, especially the nesting capability that is so convenient for properties with minimal storage.
Maximum flexibility with designer style • • • • •
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custom-designed LED backlit display panels woodgrain compact laminate finish with stainless steel trim commercial grade induction units with touch controls fully moveable, welded and linished stainless steel frame heavy duty, full swivel, lockable casters
ACCOM MANAGEMENT GUIDE
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h housekeeping In-house Laundry:
Clean & ‘simple’ in-house laundry refurbishment
IF I MENTIONED SLEEK FINISHES, SMOOTH OPERATION AND STRESS-FREE PAYMENT OPTIONS, YOU COULD BE FORGIVEN FOR THINKING THIS WAS AN ARTICLE ON RECEPTION DESKS OR EVEN GOOD HOTEL WEB DESIGN. In-house laundries probably wouldn’t spring to mind; after all, many hotel laundries are far from sleek, smooth-running and stress-free. In-house laundries are an important aspect of operation for many accommodation providers across the country, with guests relying on laundry services for long stays and business trips – but it’s not only guests that benefit from the facilities. Hotels have reported savings of up to 47 percent on outsourced laundry expenses, and preach of prolonged linen life and rapid return on investment. While an in-house laundry installation or refurbishment may sound like a simple mission, it’s not all suds and bubbles.
Industry viewpoint Speed Queen’s sales director Duncan Gardener shared his insight on what it takes to design, kit-out, and operate a fully functional hotel laundry.
Planning and design Just as it’s important to consider the layout of a guest room or dining space, the design and planning of an in-house laundry is critical to its functionality. “Efficient throughput is a huge success factor for on-premises
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laundries. A logical layout is fundamental,” Mr Gardiner said. Safety and ergonomics are both key factors in a clean laundry layout, allowing guests and staff to access equipment and move with ease. Simple considerations such as bench space will reduce the risk of items becoming trip or traffic hazards on the floor, while selecting the right finishes will counter tough cleaning. Ensuring that proper ventilation requirements are met is also a must. Consider materials such as granite or stainless steel for benches, or a simple glass backsplash behind sinks to avoid hard-to-clean grout. Importantly, remember that ‘cheap’ isn’t always cheaper when it comes to fit-out. “Spending a bit more time and money now saves so much time and money over the life of a laundry!” he shared.
Replacing equipment Laundry machinery is a long-term investment – that is, if you get it right. In order to get it right on the first try, Mr Gardiner advises working with a reputable supplier who can offer reliability, efficiency and serviceability. “You want your equipment to never break down, run on the smell of an oily rag whilst performing like a Ferrari, but be easy to service. Importantly, you need to be dealing with someone who has the expertise to make sure you buy the right configuration for your requirements,” he said. In theory, the correct equipment should last from anywhere between 15 and 20 years if used correctly. According to Mr Gardiner, some customers he speaks to are still running strong on 25-year-old machines.
h housekeeping In-house Laundry:
When it comes to selecting a machine, residential-grade equipment simply doesn’t perform at a commercial level. While at-home machines can operate effectively with features such as direct drive, accommodation providers would do well to consider the volume of laundry at hand and the subsequent stress put on the machinery. “Commercial equipment needs to be heavy-duty to withstand the rigours of daily life,” Mr Gardiner said. “Our view is that direct drive is not robust enough for commercial environments.” In order to ensure that robust equipment does in fact go the distance, there’s nothing more important than choosing a supplier with servicing agreements and a long warranty period. With so many commercial equipment options on the market, a decision can be overwhelming – Mr Gardiner encourages hoteliers to take a breath. “Buying the right brand is only the starting point – laundries are oncein-10 to -20 year projects, which is a long time to live with a mistake.”
Payment technology With the right investment meaning a machine could last years or even decades, thinking about the future of payment technology is more important than ever. Where guests were once forced to count their gold coins or cash in for a few dollars at the front desk, it’s becoming increasingly common for guests to have the choice of cashless payment. For Mr Gardiner, this is a clear step in the right direction.
“Cashless payment is in huge demand, and for good reason. It eliminates cash management, theft and coin jams, and gives customers a much better experience.” Coins jams are notorious causes for faulty commercial machinery, creating unnecessary servicing and downtime. Furthermore, they limit a guest to pricing increments, causing wastage and frustration. “Debit or credit are by far the best solutions – everyone has a debit or credit card.” Reiterating the most important considerations a hotelier can have when it comes to an in-house laundry, Mr Gardiner concluded: “Make sure you have the right product, correct payment solution, efficient layout, and service infrastructure in place. These are all key to a successful and efficient laundry.” Laundries don’t have to be an artistic statement, but investing in stateof-the-art equipment, effective layouts and efficient payment systems will certainly aid hotels in cleaning up their act. ■ By Lauren Butler, Junior Industry Reporter
No more dash for cash Much has changed in the 100+ years that Speed Queen has been providing commercial laundry equipment, not least of which are the payment solutions available to hoteliers and their guests. With cashless options becoming the norm in Australian retail, Speed Queen’s sales director Duncan Gardiner explained how it’s being implemented in commercial laundries. “We’re the only supplier with a fully integrated EFTPOS, credit, Paywave payment solution that is being used in market. Many are talking about solutions, but we have customers using a cashless solution now!” he shared. He described the solution as being advanced, with proprietary software that uses the touch screen interface on the payment terminal for easyuse. While the utilisation of the technology has been an investment for the company, it’s one that he feels is extremely worthwhile. Having come to be expected in the Australian market, with cashless payment available everywhere from parking metres to grocery stores, it’s an investment that he also urges hoteliers to consider. “The solution can be deployed flexibly, with a payment terminal
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controlling between one and eight machines. Laundromats will typically run one terminal between two machines, ensuring payment isn’t a bottleneck to customer usage during peak hours.” Australia has had a solution for some time – all of the above applies, except that people in Australia are more aware that cashless is already available. It hasn’t been available in NZ until very recently.
h housekeeping Public Area Washroom:
Guess the least hygienic part of a public washroom… IT’S NOT THE TOILET SEAT.
Are you, as the kids say, shook?
I was surprised too. We’ll get to that in moment…
Well, technically the toilet seat ranked joint-eighth alongside the waste bin. The side wall came seventh, the floor came sixth, the toilet paper dispenser came fifth, handrails came fourth, third came the tap, second came the radiator and the highest count of bacteria was found in the sink.
There’s a bit of an ‘unwritten rule’ that one should protect one’s rearend from the frightful, devilishly disgusting bacteria that frolics on the surface of any public (or shared) toilet seat. Usually this would involve hovering above, using a toilet seat cover or, if neither of those options are possible, layering some sheets of loo roll as a protective shield. But here’s the truth, according to a small study carried out by BioCote, which tested for how much bacteria could be found on different surfaces of a public area washroom… Of fourteen commonplace items and surfaces this particular test found in a public area washroom, the toilet seat ranked ninth. Ninth.
All those folks using toilet paper as a protective layer between themselves and the toilet seat might not like those results; touching the paper dispenser might bring you into contact with more bacteria than the loo seat itself. But then again, that was just one study. A different, academic study was reported in Scientific American a couple of years ago, carried out by scientists affiliated with the
Clean up your washroom knowledge Hygiene is an important issue and accom managers need to provide more than just a sanitary bin to their customers. Tania Dalton, Rentokil Initial’s marketing business partner of hygiene and premium scenting, explained: “Accommodation managers need to understand the importance of providing the correct products for customers. Seventy-five percent of people will leave an establishment if the bathrooms are not clean. “Providing customers with clean washrooms, with all the necessary products can help to improve their stay. Washing your hands can reduce germs on your hands by up to 80 percent, yet only 67 percent of people do, 33 percent use soap and 16 percent actually wash for long enough and one of the biggest reasons for
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ACCOM MANAGEMENT GUIDE
this is an unclean bathroom or no handwashing products. “Scent marketing a fast growing. Forty-seven percent of people believe if the air smells bad, the venue is unhygienic. Venues are now looking at ways of creating a great atmosphere and scent plays a major part in this. Venues can now create their own scent, making them not only smell amazing, but giving them a unique point of difference from their competitors. “Maintenance can be key. Once a washroom has been fitted out, it needs regular deep cleaning to keep it looking good. A deep steam clean can keep a washroom looking and smelling clean, even in the busiest venues.”
housekeeping h
I think everyone must have found themselves stuck in a public bathroom at some point, making the heavy realisation that there’s no soap left in the dispenser.
University of Colorado. Here, thousands of bacteria were painstakingly identified in public bathrooms and grouped according to source.
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This academic study, led by Gilberto Flores and his mentor Noah Fierer, established three groups of bacteria: gut, skin and shoe. The gut-group of bacteria were found predominantly on loo seats and flusher handles where ‘splashing’ may have occurred (try not to throw-up) or handtransference was involved; skin-group bacteria was largely identified on doors and other places that people were likely to touch with their hands; and, the shoe-group of bacteria coated the floor and sometimes toilet flush handles. This last phenomena, the scientists in the study put down to people flushing the loo with their feet. In an overview of these results from the University of Colorado’s ‘Microbial Biogeography of Public Restroom Surfaces’ study, the scientists stated: “Coupling these observations with those of the distribution of gut-associated bacteria, indicate that routine use of toilets results in the dispersal of urine- and faecal-associated bacteria throughout the restroom.”
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The Experts in Hygiene 04/12/2017 16:23:46 SUMMER 2018 37
h housekeeping Public Area Washroom:
That’s right, folks. There really is s*** everywhere. “The prevalence of gut and skin-associated bacteria throughout the restrooms we surveyed is concerning since enteropathogens or pathogens commonly found on skin (e.g. Staphylococcus aureus) could readily be transmitted between individuals by the touching of restroom surfaces.” What does this mean? Well, the scientists suggested a takeaway: “While these results are not unexpected, they do highlight the importance of hand-hygiene when using public restrooms since these surfaces could also be potential vehicles for the transmission of human pathogens.”
Hand-washing Why don’t people wash their hands properly? Especially now that there are so many wonderful, easy-to-use solutions – even handsfree – that almost make the process fun. We know that it’s fruitless to trust that guests will do the right thing and scrub their sticky little digits until they smell fresh as a daisy and clean as a whistle, but accommodation providers should at least make it possible. Perhaps even appealing. I think everyone must have found themselves stuck in a public bathroom at some point, making the heavy realisation that there’s no soap left in the dispenser. Tragic. (Thank God for handbag hand sanitiser.) Well, for accommodation properties with busy staff and overworked housekeeping, this is something that takes a bit of foresight to avoid. Having a regular, regulated, wellorganised and avidly scheduled bathroom check and clean is the first key step.
Do it yourself or have it outsourced with a supplier. There are actually a variety of soap/paper dispenser options to help lessen the frequency of refills. Many suppliers now organise to refill manual soap dispensers at perfectly timed intervals, so you’ll never have to worry about guests awkwardly letting you know the soap has run out. Same with toilet roll dispensers, and many other public washroom solutions. Another benefit of upgrading any grungy old dispenser is that the new ones tend to have an antibacterial coating. Which, when you consider how much bacteria is found in a sink, and how much of all the bacteria found in bathrooms spreads via hands, is pretty good to know. There’s one key aspect of public area bathrooms that you definitely need to consider, and that’s gender-related bacteria. Sanitary bins and urinals are hideously gross. Let’s not sugar-coat it. Automated, handsfree sanitary units are pretty handy solutions: if you ask any woman how they feel about staring down the barrel of an oversized, overflowing sanitary bin, they’ll probably tell you the same thing. But automated or not, it’s imperative that cleaners (or an outsourced supplier) regularly clear out these units and keep the stalls fresh and
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clean, not to mention as odourless as possible. And for women’s sake, make sure there’s enough space in the stall to sit without having to touch or graze a bin/toilet roll holder/sink/sanitary unit.
Urinals get notoriously putrid if left to sour in squalor. The best way to keep yours in ship-shape is to have them regularly maintained. There are models available now that are also vandal-proof and will self-clean at a customisable rate based on usage levels. Hand and toilet sanitisers will also provide your guests with lots of peace-of-mind. If you have a limited budget and want to make a new installation without upgrading anything else, this might be something to consider. Air fresheners, too, cannot be underestimated as a way to alleviate ‘public bathroom fear’.
Feeling a bit queasy? I’ll leave you with a point made by Scientific American’s Rob Dunn: public toilets save lives. As gross as those flushing handles and taps might be, the studies mentioned here didn’t record discoveries of bacteria related to diseases like typhoid or dysentery. Those things were a common occurrence in the Western World before the mid1800s but thanks to public bathrooms, general knowledge about good hygiene, and the toilet most especially, we don’t have quite as many nasties to worry about. By Rosie Clarke, Editor
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3.5hrs
8lt
6.38Kg
Cordless Cleaning with the 36V Battery Powered Henry Vacuum from Numatic. Many people are familiar with their HVR200 vacuum otherwise known as Henry, who has been cleaning up for the past 30 years. Now it’s the turn of the NBV190 with an 8lt capacity and weighing in at a comfortable 6.38kg, it has a run time of 35 minutes per battery and is supplied with 2 batteries making a total run time of 70 minutes!, and it’s easy to eject battery can be fully charged in just 3.5hrs. For those areas where power is not available or it’s dangerous to have trailing leads when daytime cleaning is carried out the NVB190 provides the perfect answer.
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h housekeeping Ethically Sourced Products:
The ethical hotel room… a look at Fairtrade products HOTELS HAVE TO CONSIDER GUESTS WHEN IT COMES TO HOTEL PRODUCTS, BUT HOW OFTEN DO THEY CONSIDER THOSE WHO PRODUCE, FARM OR MANUFACTURE THE PRODUCTS IN HOTEL KITCHENS, GUEST ROOMS AND BATHROOMS? Accom Management Guide looked into Fairtrade products and how they not only benefit workers around the globe, but guests in Australian and New Zealand hotels as well. Fairtrade products are described as being “about better prices, decent working conditions, local sustainability, and fair terms of trade for farmers and workers in the developing world.” To many Australian and New Zealand consumers, the Fairtrade mark is a mark not only of ‘fairness’, but also of genuine quality. According to research undertaken by Fairtrade Australia and New Zealand (AU & NZ), there are over 3000 Fairtrade-certified products found across Australia and New Zealand, with over 1226 Fairtradecertified producer organisations across 74 countries worldwide. In a booklet aimed at hoteliers, Fairtrade recently stated that: “Everything in the room, from the cotton in the towels, linen and pillows to those friendly welcome chocolates, could carry the Fairtrade Certification Mark. A mark of fairness, of quality. With informed choices, everything is possible.”
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Not only can these products change the way a guest experiences a hotel, but according to Fairtrade: “These small changes can make a big difference to the livelihood of someone on the other side of the world.”
Why should hotels consider using Fairtrade? Guests appreciate Fairtrade. According to Fairtrade AU & NZ’s research, 78 percent of New Zealanders and 50 percent of Australians recognise the Fairtrade symbol when they see it on product packaging or menus. With more New Zealanders and Australians becoming globally and environmentally conscious, Fairtrade products are an important aspect of many people’s decision-making when it comes to purchases, and could considerably set a hotel apart from the masses. According to the report produced by Fairtrade for hoteliers: “Using Fairtrade-certified products will create a name for your hotel. Not the one that is now above the door, of course, but one that is recognised in the hotelier world. A hotel that represents change. A hotel that says fairness is worth the extra effort, and this is something both you and your guests will feel better for.” There are a range of premium products available at reasonable prices. It’s a common misconception that Fairtrade products are available at a premium, when in fact the opposite can often be true. Fairtrade products are often premium quality, but without a premium price-tag.
h housekeeping Ethically Sourced Products:
Products can be purchased in bulk from reputable Fairtrade sources, making them more affordable to large establishments, and according to Fairtrade, their use is profitable for both hoteliers and those growing or manufacturing the products. Hotels can continue using current suppliers. According to Fairtrade, hotels can consider using existing suppliers, as long as their suppliers ensure that the cotton or ingredients in products are Fairtrade-certified; however, changes can involve time and patience. Local Fairtrade foundations may be willing to assist both hotels and suppliers in the process of change, so it’s worth hotel owners, managers and decisionmakers doing their research. It simply helps. In Australia and New Zealand, workers, farmers and manufacturers are fortunate enough to have standards of practice that ensure they work in healthy and sustainable conditions, with serious ramifications for businesses that do not operate in compliance with standards. By purchasing ethically made products, hotels can extend this privilege across the globe.
Where should hotels start? Start a conversation with suppliers. Hotel owners, managers, or decision makers can pick up the phone and have a conversation with existing suppliers – they may be surprised to find out that a number of Fairtrade products are available at a similar cost. Give guests a choice. The switch to Fairtrade doesn’t have to happen overnight, and the choice can be left to guests. By providing both Fairtrade and existing products to guests and noting which products are being used, a hotel may gage guests’ demand for Fairtrade products. According to the Fairtrade report for hoteliers, hotels have experienced overwhelming demand for Fairtrade products, which was only realised when the option was provided to guests.
What products can hotels switch? Products hotels could consider trialling or converting include: • • • • • •
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Cotton towels Linen Apparel Welcome chocolates Shower products Mini bar items ACCOM MANAGEMENT GUIDE
• • •
Tea Coffee Restaurant ingredients
Currently, only one percent of Australian and New Zealand Fairtrade product sales included cotton products, with the biggest Fairtrade categories being chocolate, coffee and tea. With hotels utilising so many cotton products, figures would suggest that cotton linen, towels and apparel would be an excellent starting point for hoteliers.
Industry view: Jimi Kennedy-Grant, Healthpak More and more, hoteliers and guests want to do the right thing. As a result of this, a wider and greater selection of ethical and more environmentally friendly products is now available. For the last seven years, I have been working with Fairtrade Australia and New Zealand to develop and package portion controlled beverages specifically designed for the accommodation market. I have seen more than nine million Fairtrade products land in the hands of guests, both here and in Australia. The initial growth for Fairtrade was primarily independent-operated hotels and motels, where the owner wanted to make a personal decision to stock ethical products wherever possible. In recent years, however, they have started to become much more mainstream as multinationals also want to adopt a similar vision as part of their evolving brand standards. Much of this is driven by guest feedback, with an ever-increasing number of guests recognising the importance of ensuring that their trip not only benefits themselves, but is also environmentally and ethically sound wherever possible. Naturally, when they visit New Zealand they want to have products that celebrate and champion the local environment as well as ensuring that it is ethically sound. The Fairtrade logo and associated understanding of Fairtrade products also has extremely high levels of brand recognition. This is particularly true of visitors from Europe, where Fairtrade is now recognised by 90 percent of the population. As guests become more acute in their understanding of the environment, we are finding customers want products that offer a real tangible difference and not just fluff. By Lauren Butler, Junior Industry Reporter
h housekeeping Space Saving:
Bed solutions: saving space in style WHAT DO LAND PRICES, VISITOR NUMBERS AND THE VALUE OF TOURISM TO THE NATIONAL ECONOMY ALL HAVE IN COMMON? They’re all contributing to the growing number of shrinking hotel rooms and consequent need for space saving solutions – starting with non-negotiable items such as beds. Land prices across the country have soared over the past decade, with many hotels being forced to compensate by maximising the number of rooms available. Australian hotel rooms have decreased in size to as little as 18 square metres, leaving designers no choice but to forego unnecessary furniture and creatively capitalise on space. “As a result of the high cost of land, you’re seeing smaller room sizes, but balanced with good design,” AccorHotels chief operating officer Simon McGrath commented in a recent post published by Commercial Real Estate. Australian hotel industry consultant Peter Hook added his opinion that there’s a whole generation who prefer quality space over a big room, indicating that use of space is perhaps of more value than the amount of space itself.
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(02) 9540 4553 tubeco.com.au 44
ACCOM MANAGEMENT GUIDE
With numerous premium space saving bed options on the market, it’s not only hotels with a tight space or budget that are seeking out space saving beds, but also those that appreciate great design, functionality and convenience.
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housekeeping h
Whether space saving out of necessity or choice, hotels have a range of choices available to them that don’t just fulfil a purpose, but contribute to a well-rounded service
Spoiled for choice While the term ‘space saving’ may initially draw the mind to a vision of bunk rooms, there are a multitude of clever options on the market that are modular and expedient. We’ve done some of the research for you. Roll-away, pack-down and stand-up beds. While the word ‘flatpacking’ is enough to send shivers up anyone’s spine, it’s not always painful. Beds that are easily stored or moved are a great solution. Some of the beds available, for example, come flat-packed and claim to be easily assembled within 15 minutes. When it comes to flat-pack furniture, it’s important not to skimp on essentials. The bed should be versatile and robust, with a steel frame that can withstand several hundred kilograms. It should have adequate support for a mattress, with any weight bearing slats or wire placed close together to prevent sinking. Look out for features like strap systems that secure mattresses in position, allowing beds to be stored in an upright position. While this does limit mattress choice, it means that an appropriate mattress is being purchased for the frame. Other companies have options for upright folding beds, stand-up beds on wheels, or temporary bedding solutions that fold to full-size bed height. Bunk and loft beds. While bunks have traditionally been an easy way to accommodate kids, they’ve become a trend that extends beyond one’s youth and even into luxury rooms. Some bunks are versatile enough to split into two separate individual beds, meaning a room can be reconfigured when required. With a proper mattress and safety precautions, there’s no reason a queen-sized bunk bed can’t be a drawing point for adults. One important consideration is the height of the bed, with a luxury bunk allowing a tall adult to sit upright on both the top and bottom bunk without hitting their head or hunching uncomfortably. Foldouts and trundles. Foldout beds and trundles stored beneath beds can allow guestrooms to double as family accommodation, and don’t necessarily mean a compromise on comfort.
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Foldouts or ‘sofa beds’ are a particularly great space saving option. Designs that act well as a lounge and have trusted mechanisms, fabric and material options, as well as a pocket spring mattress, are one great way to utilise space. SUMMER 2018
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h housekeeping Space Saving:
Design and comfort Using space saving furniture doesn’t mean compromising on style. In many cases, furniture that’s flat-packed or custom made for a space allows for greater creative choice, with a buyer able to choose a wood or metal frame, upholstery, headboard and feet or casters to suit a room’s existing aesthetic. Frames come in all shapes, sizes and materials. According to a Sydney-based commercial furniture manufacturer, ash and oak are two of the most popular wood options. Ash is hard wearing yet delicate in appearance and works well together with hard metals. Oak, on the other hand, oozes character but marks easily. In terms of metal, the most commonly used options include sturdy steel and wrought iron. While textures and hard materials contribute significantly to the aesthetic of a smaller space, space saving isn’t a good reason to spend less on items like mattresses. Bunk beds, for example, are notorious for poor mattress quality but why should they be? The bed is the one thing guests are guaranteed to use. Many brands run commercial lines that don’t skimp on quality and cater to a range of budgets and requirements. Every guest deserves the same quality of comfort and sleep, whether they’re a child sleeping in a bunk bed, a couple using a foldout, or the lucky ones staying in the master bed. With zip beds, roll-aways and foldaways, as well as bases with casters and gliders, beds can be both comfortable and functional.
Audacity for capacity More hoteliers are stepping away from traditional luggage storage and thinking of bold ways to maximise space. According to Safe Work Australia, 53 percent of slips, trips and falls are associated with environmental factors, including trip hazards such as poorly stored materials. With the rising popularity of hostels, there are a multitude of under-bed storage options available to stop luggage becoming a hassle or a hazard.
Image courtesy of TubeCo
Luggage trays While pushing a bag under a bed may sound simple, it can be challenging for older guests or those with heavy luggage. Under-bed luggage trays with built in caster rollers make it simple for guests to stow their luggage and also encourages them to utilise the space. Simple wooden and wire trays can be purchased from several suppliers across the country.
Drawers It goes without saying that drawers are a great utilisation of space. Some brands offer under-bed lockers that open with two separate doors, can be locked using a standard padlock, and feature a cable hole for easy charging of electronics. Whether space saving out of necessity or choice, hotels have a range of choices available to them that don’t just fulfil a purpose, but contribute to a well-rounded service that will have both hoteliers and guests sleeping easy. By Lauren Butler, Junior Industry Reporter
Roll over Beethoven Bedroom flexibility and sleeping creativity comes in many styles.
minimalist headboards. Widths range from
Folding rollaway beds from Weatherdon are a great choice when additional sleeping space is needed. Perfect for hotels, dorms and guest rooms.
12 cm foam or 27 cm comfort-spring on
30 to 48 cm, mattresses with either 10cm, the upright that bed speaks to the brand impressing the plus-one guest.
Rollaway beds and cribs give customers variety and options and the property more opportunity to add value.
Strong straps and firm fasteners hold the
Rollaway beds fold up for easy storage and fit into a standard lift.
make for manoeuvrability around tightest
Today there are choices aplenty: Select between full, medium or
corners.
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ACCOM MANAGEMENT GUIDE
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r refurbishment Hotel Flooring Options:
Flooring without the flaws PICTURE THIS: YOU’RE WALKING INTO A LIGHT, SPACIOUS HOTEL LOBBY. There’s a stunning modern light fixture in the centre of the room, a long wooden reception desk, and plenty of greenery… but the carpeted floor is bland. Perhaps it’s worn well but looks boring, or maybe it’s grown patchy and faded several shades from its original colour. Whichever way you look at it, having a nicely decorated hotel with average flooring is a bit like serving up a perfect pavlova and covering it in salty tomato sauce. By the same token, there’s no point investing in aesthetically pleasing flooring if it’s poor quality, unhygienic, or not maintained with the right equipment. With so many new options emerging in the market, many a trend has come and gone. According to an industry insider, while broadloom carpeting was once king, and hardwood flooring was the only way to pull off an authentic wood look, some old favourites have been replaced with options that not only look great but have also proven to be more functional, healthconscious, and cost effective.
What’s in?
It’s usually a more expensive option upfront as you’re looking at $15 to $20 more per square metre for installation, but you have to weigh up the cost of replacement. While timber has been a popular choice in accommodation for some time, its upkeep tends to turn designers away. Real timber can be sanded and resealed, but the downtime often doesn’t pay off. As technology advances, so too does the authenticity of inauthentic woodlook products. While the wood patterned sheet vinyl of the 80s won’t be making any comebacks in the near future, vinyl planks are anticipated to be a popular option again in 2018 and look more like the real deal than ever. Every decade or so, different materials come in-vogue. Usually there will be quirks or flair in the wood-pattern; the knot may look the same but is shifted along the board differently, simulating real timber. New to the market next year, expected to be a hot topic among luxury hotels, is a newly designed method of laying parquetry flooring. This throws-back to an older style, where parquetry flooring was once put into main foyers as a decorative art piece to catch people’s appeal when they walk in. This is something that guests could be witnessing again soon; this time in vinyl.
While carpet choices are traditionally limited to colour, weave and low or high pile options, an increasing number of accommodation providers are considering installation and replacement when selecting carpet. While tiled carpet squares have existed since the mid-70s, newly shaped tiles are making their way into the market, providing a functional option that also achieves a desirable aesthetic. Tessellating shapes, such as hexagons, triangles and rectangles form interesting geometric patterns that liven up a space.
Health and comfort
One new favourite amongst hotels seems to be brightly coloured carpet planks that draw attention and allows the owner or manager to pull up an individual plank following a spill rather than replacing an entire room.
While it may seem counter-intuitive, carpets have an important role in catching loose dust and fibres, so it comes down to proper cleaning apparatus and training.
While this functional feature may seem like an economic option though, looks can be deceiving even if they pay off in the long term.
As long as you have a high-quality carpet, using a good beater bar or stirup agitator vacuum cleaner will get it 100 percent clean.
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Many tend to be under the impression that carpet is responsible for asthma flair ups and allergies - but they could be mistaken. While hypoallergenic carpet options are an important consideration, it’s equally as important to consider where else dust and allergens can settle. If you put down tiles, timber or even vinyl, your allergy problem sits with the dust that settles on the surface and gets stirred up with movement.
Provide your guests an unforgettable shower experience. Upgrade your hotel to Satinjet today.
The Methven Satinjet® hotel solution will provide your guests with an unforgettable, amazing water experience that will set you above the competition. Along-side a comfortable night’s sleep, a superior shower experience can be a key factor in overall guest satisfaction. Our beautifully designed and engineered showers consistently deliver a premium experience at efficient water usage rates. Allowing you to save on utility costs without compromising your guests’ showering experience. Visit www.methven.com to view the range.
r refurbishment Hotel Flooring Options:
Three ways the right flooring can improve quality of life for neighbours WE’VE ALL BEEN IN THE SITUATION WHERE OUR NEIGHBOURS ARE DRIVING US NUTS, WHETHER THEY ARE NEXT DOOR OR UPSTAIRS. EVEN THE BEST NEIGHBOURS CAN BE IRRITATING AT TIMES. With a growing number people having to live on top of one another in order to fit into our cities, we need to learn how to be good neighbours and this is even more important for multi-storey living. This is acknowledged by the Housing Owners Association in NSW as being the number one complaint issue in high-rise buildings. So, how do you know if your floor covering is going to minimise your impact on your neighbour?
1. Acquaint yourself with how sound is transferred between rooms and how floor coverings can increase or reduce this transfer. Let’s discuss two types of sound. Airborne sound is created by voices or items such as televisions and stereos and may be transmitted through surrounding walls or floors into adjacent spaces. This type of sound can be affected by furnishings and fittings or minimised by use of insulation systems. Structure borne sound can be created by floor traffic and dropped objects via vibration. The intensity of impact noise transfers can be influenced by many elements, such as floor coverings, thickness of substrate (e.g. concrete), type of concrete floor (pre- or post-stressed) suspended ceilings and insulation systems. The sounds of floor traffic and dropped objects is important when considering types of flooring materials. The cushioning of impact reduces the loudness of airborne sound within the room and the level of sound that can be transmitted to adjacent areas. It also minimises the transmission of impact-generated, structure-borne noises throughout the building. In multi-storey dwellings, the transmission of impact-generated noise is of primary concern. Resilient flooring (such as vinyl), in general, deflects under the impact of footsteps, dropped objects and rolling loads. This resilience helps to reduce floor impact traffic noise. In comparison with other hard-surfaced flooring (wood, marble, ceramic, concrete, metal), resilient floors are low noise producers.
When it comes to protecting against allergy flair ups, it’s important to consider the materials used in both the carpet and underlay. Natural fibres naturally sound appealing; however, they can absorb moisture, facilitating the growth of mould and presence of dust mites. There’s debate over whether they produce less VOCs (volatile organic compounds), with some arguing that coatings, glues and fabric backings attached to the carpets can prevent this from being the case.
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Eco-friendly options made from recycled materials subsequently assist in preventing allergy flair ups, particularly when treated correctly. Maintaining healthy levels of humidity, which are generally considered to be between 30 and 50 percent, will also aid in keeping carpets fresh and allergen free. High foot traffic areas, such as the lobby, lifts, hallways and other entryways, are renowned for fast wear and tear. One of the biggest culprits in floor deterioration in these areas is water.
ACCOM MANAGEMENT GUIDE
2. The 2016 National Construction Code of Australia has requirements for floor coverings that are used in high rise residential buildings. The National Construction Code Volume 1 deemed to satisfy provisions of sound transmission and insulation part F5.3F5.1 application of part; these apply to class two and three buildings and class 9c buildings, which require product testing to international standard (ISO 717.2) to ascertain suitability for use as floor coverings in these types of buildings. The result required is Ln,w (impact) not more than 62, while this is quite technical, you can just ask your architect, designer, builder or flooring contractor, which products or systems meet this standard. This is a minimum level of performance and compliance with the NCC can mean that floor impact noise is still an issue for lower residents.
3. Ask your flooring retailer to: •
Show you samples and supply examples of laboratory tests for products that meet these requirements.
•
Arrange on your behalf an onsite test to confirm these results in your particular circumstance (often this is a requirement of bodies corporate).
By Michael Keam, Armstrong Commercial Flooring
Moisture wipe-off is something that must be monitored. A lot of managers may find issues in the main lobby. Here, they may not have good enough matting to take off excess moisture before guests enter the premises. Proper care will help good carpet and other flooring last longer. Cleaners may use microfiber mops with hot water and a good quality detergent. There are also mechanical cleaning options; ask your supplier for cleaning recommendations. If you aren’t doing what’s recommended to take
care of and maintain your flooring, you may end up paying much more down the track. A final flooring finishing touch? Put a welcome mat at the door and desk. You’d be surprised how many people take a lil ol’ welcome mat as an invitation to enter the building, and the floor covering will do a solid job of protecting your brandspanking-new floors. By Mandy Clarke, Industry Reporter
Supplier Profile
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ARMSTRONG FLOORING AUSTRALIA
50 years strong: Armstrong Flooring Australia 2018 marks 50 years since the foundation of Armstrong Flooring as a manufacturer in Australia.
customer service, technical support and responsible environmental practices, Armstrong Flooring’s extensive Australian distribution network offers a diverse range of sourced and locally manufactured products that are stocked in Australia.
This year as the company celebrates its 50th anniversary, we remember the origins of a company that is today a leader in the flooring market and a significant Australian manufacturer of flooring products. In 1968, an agreement between Australian plastics manufacturer Nylex and USA based flooring manufacturer Armstrong World Industries created ArmstrongNylex Pty Ltd, a joint venture partnership to manufacture, market and sell Australian Made resilient vinyl flooring products. When Armstrong-Nylex commenced operations in 1968, 32 people were employed to manage the business and
oversee the building and commissioning the factory at Mills Road, Braeside Victoria. Today, still headquartered at the original Braeside site and employing over 110 people, Armstrong Flooring is the only remaining Australian Half Page 185mm manufacturer of resilient vinyl flooring and although manufacturing began in the
boom time of the 60’s, the company has not only endured when many other Australian manufacturing enterprises are now just a memory, but has thrived, supplying world class products to not only our domestic market but also exporting to over wide x 130mm deep 20 countries including China and the USA. Leading through exceptional
These include our Fitnice Woven Vinyl Textile Flooring, along with Natural Creations Luxury Vinyl Plank and Tile, Timberline and Translations Heterogeneous Vinyl Sheet and our Australian manufactured ranges of Accolade Plus, Accolade Safe, Wallflex, Australis and Quantum Homogeneous Vinyl Sheet products. Should you require information please contact us 1800 632 624 or customer_services@ armstrongflooring.com or visit www.armstrongflooring.com.au
Armstrong Flooring provides integrated solutions for Hotel and Commercial interiors From Hotels, to Restaurants and Shop fit outs, Armstrong Flooring’s ranges of luxury vinyl plank & tiles (LVT), and Fitnice™ woven vinyl flooring provide integrated solutions at every level. Armstrong Flooring Fitnice is a contemporary woven textile flooring that combines the warmth and decadence of textiles with the durability of vinyl. Created using unique bi-colour yarns which incorporate solid monofilament fibres for excellent durability, Fitnice flooring has been woven in such a way that no two fibres look the same. Our new NATURAL CREATIONS® XL 5.0mm Luxury Vinyl Planks combine the beauty of timber visuals with outstanding durability and acoustic benefits. This is beneficial in multi storey residential environments where a reduction in sound transmission and underfoot comfort are particularly important.
For information visit: www.armstrongflooring.com.au or 1800 632 624
SUMMER 2018
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r refurbishment supplier profile PPS TAILORED FURNITURE SOLUTIONS
Tailored furniture solutions PPS is the industry leader in providing quality FFE and turn-key furniture package solutions for hotels, resorts, residential apartments and short-term accommodation across Australia. With more than 40 years’ industry experience and knowledge, PPS offers unique, comprehensive furniture solutions for the Australian and New Zealand accommodation industry. Established in 2005 by Managing Directors Marc Conias and Paul Lane, PPS is a fully integrated business with all aspects of design, procurement, manufacturing, administration, logistics, complete installations and after-sales service being fulfilled in-house by a team of experienced full-time personnel. PPS has provided services to countless award-winning projects over the years and prides themselves on repeat clientele and ongoing professional relationships with clients across Australia and New Zealand.
PPS have recently completed the design, manufacture and installation of a complete FFE solution for 365 rooms, common areas and the conference centre in our new Pullman and Ibis Brisbane Airport hotels. The entire project was smooth from start to finish, Accor Pullman Hotel with the PPS team working in with the builders and our numerous other contractors to contribute to the overall success of the project. Aside from their great service - their furniture is fantastic and has received rave reviews from our brand partners, staff and guests. I thoroughly recommend PPS to my accommodation industry colleagues! - Alex Penklis, General Manager, Accor Pullman and Ibis Hotel Brisbane PPS were recently commissioned by Alex Perry Hotel and Apartments to fulfil the room FFE for our 143room development.
The vision at PPS is to supply an affordable and quality product, backed up by timeless designs, impeccable presentation and aftersales service to all clients. This vision and dedication to client satisfaction is the reason for PPS being the industry leader in turn-key furniture packages for hotels and short-term accommodation. PPS’ main objective is to provide an exceptional level of service for the life of the project. Through the creation of tailored furniture packages, which is sourced from the highest quality suppliers, PPS continually exceeds the expectations of their clients. Each package is uniquely created for the project and can have furniture pieces from over a dozen factories and suppliers. Experience, trust and expertise PPS have been responsible for bringing to life some of Australia’s most iconic properties, including Brisbane’s boutique Gambaro Hotel, the newest Accor Pullman and Ibis hotels located at the Brisbane airport precinct and the Alex Perry Hotel and Residences. PPS has recently been commissioned to undertake the 142 room Emporium Hotel, including all rooms, common areas and the ballroom. PPS has forged a reputation built on high standards throughout every facet of the business, providing superior results and value to every client and project. For further information or enquiry, contact PPS on 1300 884 914 or email info@perps.com.au or visit us online at www.perps.com.au
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Scope of works entailed design, manufacture, import and complete installation of both one and two-bedroom inner city apartment style living quarters. Alex Perry Hotel & Apartments
PPS provided an efficient, timely and seamless service in all aspects of the design and supply process. Their approach and service to APR was of the upmost integrity and I would have no hesitation in using them again or recommending them for other similar projects. - Craig Barber, General Manager, Alex Perry Hotels & Apartments PPS were selected as the preferred suppliers for FFE, Foyer and Lobby Furniture for our 68 room Hotel at Paddington, Brisbane. PPS worked affectively throughout the entire process of sampling, manufacture and complete installation and project management. PPS worked Gambaro Hotel with us as clients as well as our appointed architects HBA. I would have no hesitation in recommending PPS for any future Hotel work. - Donny Gambaro, Director, Gambaro Hotel
TAILORED FURNITURE SOLUTIONS For Hotels, Motels, Resorts, Serviced Apartments & High Rise Residential
F F E & T U R N - K E Y PA C K A G E S | 3 Y E A R* WA R R A N T Y | A U S T R A L I A-W I D E S E R V I C E
info@perps.com.au
1300 884 914
www.perps.com.au
*3 year warranty on all furniture packages. Electrical goods are as per manufacturer warranty. E&OE PPS3955_A
r refurbishment Case Study – Four Seasons:
Transforming Four Seasons ballroom with Nufurn THERE WAS A CHANGE TO ADD A NEW CHAPTER TO THE STORY OF THE ICONIC ‘GRAND BALLROOM’, A TIMELESS SPACE THAT HAS PLAYED HOST TO UNFORGETTABLE CELEBRATIONS IN SYDNEY FOR MORE THAN 30 YEARS. In addition to delivering amazing cuisine and unrivalled service, Four Seasons Hotel in Sydney recently refurbished with new luxurious banquet chairs and an incredible new cinematic LED screen. The end result was a breathtaking ballroom that we were proud to be a part of. The hotel management team spared no detail in refurbishing the ballroom. During the consultation phrase, they asked for the following specifications for their new banquet chairs:
to keep with their design concept. Nufurn was determined to improve
1.
An appealing design appropriate for wedding functions
easy for staff to handle with minimum changes to the aesthetics of
2.
Complementary to interior designer Bates Smart’s concept
3.
Comfortable to use for long conference meetings
stacking banquet chairs that were only able to stack five-high. The 50
4.
Improving on the movement of 1000 chairs while following OH&S guidelines
percent increase in stacking height meant less traffic movement and
5.
Prototype to be made before proceeding into production
the operational expense for the hotel by designing a lightweight chair the chair. Stacking bars and protective pads were added to allow a vertical stacking height of 10. The previous chairs were forward
strain for the staff members who organise more than 150 events for 25,000 guests per year!
The Four Seasons Hotel refurbishment concept was to create a space that appealed to all consumers while redefining traditional hotel ballrooms. The furniture, colour palette, textures, acoustics and integrated technology were a muc-deliberated design element.
Banquet furniture is a huge investment in the hotel industry but, if
Nufurn took their specifications and began creating prototypes of banquet chairs with an Ergo Flex Spring Back mechanism and a LuxPlus seat padding to provide seating arrangements in which guests were able to literally flex back in comfort.
chairs.
The hotel chose the Brisbane Max Flex Back Banquet Chair and Nufurn proceeded to work with the hotel’s interior designer, Bates Smart, in choosing upholstery and commercial powder coat colours
chosen wisely, it can provide long lasting benefits. If the design of the banquet chair is appealing enough, it can be used for both wedding functions and conferences instead of investing in two different type of
If the banquet frame is made of aluminium, it will be highly durable and management won’t need to invest in replacements. Lastly, the ease of movement of the banquet chairs will allow staff members to move the furniture and organise the event more efficiently. By Mariam Ali, Nufurn
Because their comfort is your priority Introducing the Brisbane Flex Back
smooth curves of the flexible seat back
Banquet Chair...
along the soft edges of the plump seat
Ensure that your customers know that their comfort is your priority by choosing this luxurious and modern banquet chair. The
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create a subtle, yet contemporary chair that can be used for any occasion. Customise the look with a high-performance
fabric and powder coat finish; either from our Nufurn range, or specify your own. Enjoy the chair for years to come as the Nufurn’s Platinum Ergo-Flex spring back is tested to 120,000 repetitions and the chair holds a 12-year commercial warranty.
refurbishment r Case Study – QT Queenstown, New Zealand:
Where mother nature meets modern design Stunning bespoke QT décor Ramler fit each of the 69 QT signature guestrooms with a bedhead leather pouch, mirrors, TV bench, sofa bed, bedside tables, coffee table, wardrobe, and a quirky minibar holding the QT’s own branded whisky, local wine, pocket hotties, cans of tinned show and merino socks.
THE NEW QT HOTEL IN QUEENSTOWN IS THE PINNACLE OF QUEENSTOWN COOL. Located in the South Island snow capital, QT offers incomparable views over the crystal-clear Lake Wakatipu and awe-inspiring peaks of the Southern Alps. The hotel is the ultimate modern chill-out spot for pleasure seeking adventurers, families, and business travellers.
The design brief Ramler was contracted to supply luxury furnishing products to 69 guestrooms plus bathrooms, and reception. The design brief for this project was to produce high-end furniture emanating the sexiness of the world-renowned QT lifestyle brand. Under the creative direction of Nic Graham, head of the successful Sydney based studio Nic Graham and Associates, now adds QT Queenstown to his visually spectacular and hugely impressive portfolio after successfully styling the QT Sydney, QT Gold Coast and the QT Port Douglas. In collaboration with interior designer Fabio Ongarato, stylist Anna Roberts and contemporary artist Amanda Love, Nic created memorable spaces within the QT Queenstown using décor that features bespoke carpet and furniture. He has kept in-line with a retro ski theme using large ski murals featuring women skiing over hips and breasts. Unapologetic graphics like this, displayed in the lobby and elevator areas, bring mother nature and refreshing modern design to the forefront. Ramler International Australasia’s very own Rob Gilshenan told AMG: “We are really proud of our products’ quality finish and the partnerships we have with our project delivery teams that delivered this first-class hotel. The Ramler joinery team worked in the rooms to fit all customer-fixed pieces and, along with Grace, helped to deliver and install all loose furniture products three weeks before the hotel opening. Completion of the project was on time, which was critical for Event Hospitality and Entertainment, and within budget expectations.”
Each bathroom also had custombuilt double vanities installed. The stunning, round LED mirrors created a picturesque feature focal point for the bathrooms. Adding warmth, depth and sheer beauty to the lobby space, Ramler employed a textured Jurassic Marble counter and matching circular floor piece under the fireplace round. Another statement piece is the wood log feature wall, framed in crafted cabinet. However, it’s the complete joinery custom graphic wall that resonates most with QT Queenstown’s famously eclectic style, communicating a sense of nature, freedom and adventure to guests checking in.
Uniform costumery Adding to QT Queenstown’s design experience is the styling of the hotel’s staff. Their ‘costumes’ have been ingeniously designed by renowned costume designer Janet Hine; well-known for her costume design at Granada Media and Costume Couture. Creating a theatrical approach, staff outfits complement the playful and cutting-edge style of the hotel, making an impact for guests upon arrival.
Conceptual awe Interior designer interior designer Fabio Ongarato said of the overall concept: “It reveals a multitude of experiences and individual memories, each told from the perspective of awe-inspiring scenery. We celebrate the diverse appeal of the area and its rich and dynamic landscape of journeys waiting to be explored.”
Processing design bliss Ramler worked closely with Nic Graham and his team to refine and custom manufacture a number of newly designed guestroom products. The products incorporate highly specified lighting elements, well-crafted upholstery with fabric detailing the original custom metal finish and colours. Inside the intimate collaboration between Event Hospitality and Entertainment and Nic Graham and Associates, Ramler created product prototypes for review and sign-off before moving to bulk production, customer-fixed and loose furniture products. Ramler’s onsite project delivery team consisted of road freight logistics from Christchurch, install placement labour loading into the hotel floors, skilled joinery tradesmen, and a project management supervisor. By Rosie Clarke, Editor SUMMER 2018
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r refurbishment Case Study – The Sebel Melbourne Flinders Lane:
Accor Vacation Club completes soft refurbishments in Margaret River and Melbourne
ACCOR VACATION CLUB HAS COMPLETED SOFT REFURBISHMENTS AT TWO OF ITS AWARD-WINNING HOTELS; THE GRAND MERCURE BASILDENE MANOR ACCOR VACATION CLUB APARTMENTS IN WESTERN AUSTRALIA, AND THE SEBEL MELBOURNE FLINDERS LANE IN VICTORIA. Set among manicured gardens in the award-winning Margaret River wine region, Grand Mercure Basildene Manor is a majestic, historic property dating back to 1912. A firm favourite with Accor Vacation Club’s members, the hotel exudes an old world charm, while offering contemporary comforts and luxurious surrounds. Proving that the outdoor environment is just as worthy of attention
as the inside experience of a hotel destination, Accor Vacation Club undertook a significant outdoor enhancement program at the property to better showcase its sprawling gardens and ensure that its outdoor living spaces remain top of mind for members and guests. Timber decking has been replaced with sturdy stainless steel, while new lighting (including ambient fairy light installations throughout the estate’s ancient trees) now feature, to extend the appeal of Basildene’s outdoor spaces from dusk to enchanted evenings spent outdoors. Further coach lighting was installed down the manor’s famous drive and entrance, for an added sense of arrival. Local builders were commissioned to add extra storage and luggage space for the convenience of guests awaiting check in and departure.
The Sebel Melbourne Flinders Lane – interior upgrade Having originally worked for Accor Vacation Club on the interior design for the stunning rebirth in 2011, In Design International director Penny del Castillo was more than delighted to be back in the saddle for the next round of upgrades for the ‘Grand Old Dame’ of Flinders Lane. In this incredible transformation, Penny and her design team took on several other areas of the hotel previously untouched.
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Sophisticated, local and welcoming, the colour palettes have been lifted from the earlier monochromatic charcoals and now highlights of gold bring an extra touch of elegance to the typical suites, sales deck and reception. She told us: “Our vision for the new reception desk steps back in time to the charm of an old-world bank teller! But I think we had the most fun creating the new look and feel for the 609 bridal suite and the courtyard complete with croquet lawn!”
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Accor Vacation Club has also concluded a series of soft enhancements at The Sebel Melbourne Flinders Lane. A modern “all suite” boutique apartment hotel in the heart of the city’s entertainment precinct and renowned fashion district, the property epitomises inner-city laneway chic. For those wanting to explore the city, The Sebel Melbourne Flinders Lane is within walking distance to fantastic shopping, restaurants, cafes and bars, not to mention great sporting venues and transport, which are all located within easy access. As one of Accor Vacation Club’s most sought-after accommodation options, the hotel presents a contemporary range of sophisticated one bedroom suites that infuse modern design philosophies with the architectural heritage of this Parisian-inspired building. The Sebel’s self-contained apartments, each with a kitchenette, spacious living and bedroom areas, makes it the ideal place to relax or experience the Melbourne vibe in ample space and privacy. There is even an oasis style courtyard for those looking to relax and unwind away from the pace of the CBD. The recent refresh at The Sebel Melbourne Flinders Lane ensures the property remains one of Melbourne’s most impressive hotels, with new, lighter painting, to balance the deeper colours used by Accor Vacation Club for the carpet and other furnishings in each guestroom. Interior designer Penny del Castillo, from In Design International, was contracted to introduce fresh features and ornaments to update each space, including new mirrored glass in bathrooms to help guarantee a closer shave for male guests, and sophisticated new pendant lighting in living areas. An entity of the AccorHotels group, the world’s leading hotel operator, Accor Vacation Club remains one of the leading holiday lifestyle programs for the region, offering fantastic accommodation and travel options to its members in a wide variety of holiday destinations across Australia, New Zealand and Indonesia.
SUMMER 2018
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r refurbishment Case Study – The Links, Lady Bay:
Accor Vacation Club member input drives latest renovation at The Links Lady Bay THE FLEURIEU PENINSULA’S SANDY BEACHES AND DRAMATIC, RUGGED COASTLINE HAS PROVIDED DESIGN INSPIRATION FOR A MAJOR RENOVATION PROGRAM UNDERTAKEN BY ACCOR VACATION CLUB AT THE LINKS LADY BAY IN SOUTH AUSTRALIA. Designed and furnished by architecture firm, Jessica Street Design, with building by McDas Construction, the extensive refurbishment touched on every component of Accor Vacation Club’s 15 spacious apartments located within the hotel. The result - exceptional quality for Accor Vacation Club Members -and a new standard in accommodation for the destination. “As we are an exclusive member-based organisation, Accor Vacation Club has very strict requirements to ensure that we are always extending our guests the most generous experience possible, while economising the set budget allocated for the property we’re updating,” explained Accor Vacation Club CEO Craig Wood. “We’re not just talking about a simple room update here… Each apartment boasts a complete chef’s kitchen, extra-large bathroom, full lounge and dining area, plus a master bedroom, so the scale of each space to be renovated had to be carefully considered in order for the project to be successfully completed on budget, and in keeping to our expectations for a superior, high-style finish.” Influenced by direct member feedback, the renovation of The Links Lady Bay Accor Vacation Club Apartments notably included major work within the bathrooms, in order to provide a separate bath and shower for increased accessibility and a more luxurious feel for guests. Other key design features included the addition of intricate master bedroom bedheads above new Sleepmaker beds, custom-made timber and marble bedside tables and drawers, diamante buttoning on the upholstery, ornate bathroom mirrors and LED-lit iridescent sheer
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curtains. “The curtains were embellished to create the most luxurious effect, without compromising the budget,” said Mr Wood. To reflect its seaside location, the overall colour palette in each apartment leans towards muted blues and pearly creams, reflective of the relaxed yet dramatic coastal environment that surrounds The Links Lady Bay Accor Vacation Club Apartments. To further infuse a local flavour into the feel of the apartments, designer Jessica Street thoughtfully sourced an award winning South Australian photographer, Pantelli Pyromalis, to provide a series of landscape images to better highlight the natural tones used within the rooms, and complement the views from each apartment. “What’s special about these apartments is that they really do offer a complete home away from home experience for members and guests,” said Mr Wood. “I think we have certainly achieved that appeal while staying true to the destination’s appeal with this outstanding renovation.” An entity of the AccorHotels group, the world’s leading hotel operator, Accor Vacation Club remains one of the leading holiday lifestyle programs for the region, offering fantastic accommodation and travel options to its members in a wide variety of holiday destinations across Australia, New Zealand and Indonesia.
DESIGN - CONSTRUCT - FIT OUT AUSTRALIA’S LEADING HOTEL & RESORT REFURBISHMENT SPECIALISTS
1
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“WHETHER IT IS APARTMENT OR THE MCDAS TEAM HAS IT COVERED!!”
The MCDAS team has completed countless successful construction projects in all capital city’s and regional areas for Australia’s leading hotel brands
AVC - Mantra Group - Wyndham At MCDAS Projects we deliver on budget and on-time... EVERYTIME!
07 5522 0542 | info@mcdas.com.au | www.mcdas.com.au
t technology Guest Entertainment:
Everything a guest needs is in the palm of their hand (reliant on your wifi!) THERE HAS BEEN A HUGE PUSH FOR ACCOMMODATION PROVIDERS TO START LOOKING AT GUEST ENTERTAINMENT. BYOC: Bring your own content. Everyone’s doing it. Guests have access to absolutely anything they want by connecting to the internet on their devices via your wifi service. For some time now, guests have been able to access their own entertainment subscriptions and purchase videos on demand from every site imaginable online, watching it on their devices. But times are changing. Now they want to watch it on a larger screen – the TV in their hotel room. We have been getting calls for guests wanting to hook up their AppleTV that they with them. We can easily connect it. The AppleTV enables them to turn your TV into a smart TV, so they can access and stream their own content. Other portable devices that guests are starting to bring include Telstra TVs, Rokus, Google Chromecast and Amazon is soon to release Amazon Fire TV in Australia too. The whole family generally has subscriptions for services on devices and their favourite shows are saved exactly where they left off watching them at home. Guests can simply sign into their streaming services for customised programming during their stay with you and carry on binge watching. We can’t predict what’s going to happen in technology over the next few years, or how it will affect you and your guests... But be wary of locking yourself into a lengthy contract with video on demand services for in-room entertainment. The guest is not going to pay for something they can bring with them; particularly when paying for it themselves is going to be cheaper than your pay per view prices. If they won’t pay, you are going to have to, to honour your contract. Gimmicks get old fast and focusing on giving your guests fast, reliable wifi connections so that they can do what they want at your site is important.
Enhance the guest experience
When investing in an in-room guest wifi system and/or internet management system, there are some key areas to consider: •
A lot of accommodation providers are getting rid of Foxtel and PABXs and using those funds to update their guest wifi and internet connections. Guests can bring their Foxtel subscriptions with them and nearly everyone has a mobile phone.
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Judy Senn
•
When your guests use a casting device, e.g. Chromecast, ensure that your guest wifi system can isolate it on the network to each specific unit, so only guests in that unit can cast to the TV. This is very important as you do not want someone in another unit being able to cast unwanted/undesirable shows onto your guests’ TV in a different unit.
•
How often does the guest have to login through a portal?
•
Can the wifi be set up the same as a home network, where each device logs in once while they are at the site and receives unlimited data? Guests want a home-like TV experience in their hotel room.
•
Can you throttle the speed of the connection by room to ensure you are sharing your bandwidth around fairly (remember, one ultrahigh definition stream can take 25Mbps of your bandwidth)?
•
Can numerous devices be connected in each hotel room as they are at home? Families are now travelling with an average of three devices per person.
What guests do in their house, they want to do in the hotel room. So investing in wifi and bandwidth is crucial. Unlimited data is a must for any type of guest entertainment; a fast and reliable internet connection is imperative and an in-room guest wifi system is a must. A wireless access point or wireless modem in each unit should ensure the signal is strong enough for streaming and to supply the bandwidth required for streaming.
Can you/your guest easily connect smartTVs, gaming and casting devices for streaming? Guests, especially millennials, want to stream and view their own content on the hotel room TV.
Your guests will start demanding this connectivity and service soon, if they have not done so already. Invest in the technology and infrastructure to get your site guest entertainment ready. By Judy Senn, Director, Time Out Internet
Following on from Australia’s number one selling energy saving remote, Thermo Controls is now pleased to offer North America’s number one selling TV remote.
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m marketing Channel Management:
Why hotels need laser focus in a multi-channel world REFLECTING ON HOW CHANNEL MANAGEMENT HAS CHANGED OVER THE YEARS, PERHAPS PARK HYATT SYDNEY’S OLIVER RUF SUMS IT UP BEST BY SAYING: “TODAY, IT’S ALMOST LIKE A SPIDERWEB AND IT’S VERY DIFFICULT FOR HOTELS TO SEE THE FULL PICTURE OF WHERE WE’RE BEING SOLD AND HOW WE’RE BEING SOLD. IT USED TO BE VERY STRAIGHTFORWARD.”
real-time to meet continuously-fluctuating demand.
Know your business mix – and grow it Based on gross booking revenue generated by Australian hotel users of SiteMinder’s channel manager in 2017, the top 15 distribution channels were:
Indeed, channel management for hotels – here in Australia and in every corner of the world – has become increasingly complex. Fundamentally, the complexities have arisen from the rapid emergence of both new technologies and distribution channels – from OTAs to meta search sites, wholesalers, tour operators, travel agents, global distribution systems and a hotel’s own website; which are often not understood, especially when you consider hoteliers already have the full-time job of running their property and delighting guests. What is the best way to maximise my revenue and exposure? How do I reduce my costs of acquiring guests? The buffet of choices extends to consumers who are now in constant pursuit of the best deal – simply because they can be. Diversified distribution is forcing hotels to adjust their room availability and rates more frequently – and look to channel management technology that works in
roomMaster
by innQuest Software
Whether you manage 10 rooms or over 1000, your guests always expect one thing: a great experience. roomMaster provides you with intuitive software tailored to your requirements to enable cost-effective management of every facet of your business, anticipate your guests needs and optimize your property’s profitability.
1.
Booking.com
9.
Lido
2.
Expedia
10.
Hostelworld Group
3.
Hotel websites
11.
Hotelbeds
4.
Agoda
12.
HotelsCombined
5.
AOT Group
13.
need it now
6.
Jetstar/Hooroo/Qantas
14.
Ctrip
7.
Global distribution systems
15.
Flight Centre Travel Group
8.
GTA
The list shows the material worth of a hotel distribution strategy that incorporates a diverse range of channels. Interestingly, hotel websites feature among the top 10 highest-performing channels in all global markets this year, proving the value – and growth – of direct online bookings, as well as the need to have a solid direct booking strategy, irrespective of your hotel size or type. OTAs should be embraced to help drive new guests that aren’t attainable through your own marketing efforts. However, it’s crucial those same efforts are directed toward returning guests. As a hotelier, it can be easy to fall into the trap of depending on third parties to provide you guests, but know it is your responsibility to break that cycle when the guest arrives at your property. GDSs also continue to feature in all global lists, proving the continued relevance of the channel for hotels. In truth, the GDS constitutes the highest-yielding channel for many Australian properties. A large percentage of the reservations that come through, of course, is corporate business, booked either by corporate travel managers/agents or corporate booking tools. So, while the GDS isn’t for all properties – based on factors such as their size, location and type – if you’re looking to capture the corporate segment, there is no better way. It may come as no surprise that this list has varied only slightly over the years, and key to that has been each channel’s laser focus on today’s traveller. These channels invest heavily in creating a seamless booking process and remarketing to guests. So, in addition to being front of mind, channels such as OTAs, in particular, excel at creating the perception they provide: 1.
The best available rates.
2.
The last rooms available. (Better get them before they go!)
3.
Offers several other travellers are also looking at. (Gotta beat them to it!)
This marks Ctrip’s first appearance, however, proving the growing value of Chinese travellers to the Australian hotel market. Indeed, China is now the country’s second-largest source of inbound tourist arrivals and it is predicted Ctrip will only continue climbing from here. By Brad Haines, SiteMinder
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ACCOM MANAGEMENT GUIDE
SiteMinder’s Channel Manager
Sell more rooms through more channels
Are you missing out on extra bookings because you aren’t connected to the right OTAs? SiteMinder’s Channel Manager takes care of your property’s online distribution channels so you don’t have to. Eliminate double bookings with a pooled inventory model. Maximise your revenue by selling as many rooms as possible. Update your room rates and inventory across all of your distribution sites in real-time. Easily track and measure which online sales channels are working.
Visit our website today to take a tour of our platform SiteMinder.com
SiteMinder, “ With we have the opportunity WR JURZ HHFWLYHO\ LQ new markets.
”
Mantra Group
Take a tour
m marketing Value Currency:
Price becomes an issue in the absence of “perceived” value I WAS RECENTLY CONDUCTING SOME RESEARCH INTO HOTEL WEBSITES, EVALUATING THEIR OFFERINGS ACROSS VARIOUS DISTRIBUTION PLATFORMS FOR A RANGE OF BRANDS AND ACCOMMODATION TYPES. The number one thing that stood out was the inconsistency in the value offering to customers and the communication of value. For example, on many occasions I found the terms and conditions via direct booking channels to be more restrictive, this extended not only to booking conditions but also room inclusions for the price being quoted. Similarly, I found a large majority of free-to-sign-up direct loyalty programs to at times be slightly more expensive than other distribution offerings for the same product. I was left puzzled after my research; however, the average consumer is not. They are left with a very simple choice as to which offer is providing the best value for price relationship or ‘perceived value’. What booking channel this is, is of no concern to the consumer… they just want the best deal, right? Similarly, with loyalty programs, it is just as important the customer perceives the ‘value’ of the program to be of benefit. Let’s face it,
UPSKILL & GET
C O U R S E I N Y I E L D M A N AG E M E N T F O U N DAT I O N S
C O U R S E I N Y I E L D M A N AG E M E N T F O U N DAT I O N S
TM
YI EL DM A X
Knowing what your customers value and how they perceive the “value for price relationship” is very important to convert and retain your customers. Value can be offered and communicated in many different ways and value perception also includes the facilitation of the ‘experience’.
1.
Value is what matters to the customer – not what the property assumes to be of value
2.
Value is perceived and subjective – the value for price relationship is different across customer groups depending on their needs, wants and purpose of travel
3.
Value is what the customer is buying
4.
When value is absent, unclear, confusing and/or takes time to decipher, price perception becomes unclear to the customer.
5.
The absence of ‘value’ and/or delivery of ‘value’ can erode reputation and profits
TM
TM
R E V E N U E M A N AG E M E N T S I M U L AT I O N G A M E
APAC REVENUE MANAGEMENT SUMMIT 2018
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ACCOM MANAGEMENT GUIDE
Melissa Kalan
Given this was a Tuesday evening, in a city location, I suggested they phone directly and on doing so were immediately offered a table. On arrival, the venue was less than a quarter full and remained this way for our entire evening. My friends were pleased they got to use a ‘benefit’ of their membership; however, they were surprised no online bookings were available. Had I not suggested they contact the restaurant, they would have assumed all tables were fully booked and they would have missed the opportunity to utilise their loyalty benefit. I sensed they felt slightly hoodwinked.
So, let’s take a look at some key properties of ‘value’:
REVENUE MANAGEMENT TH I N K CH A N GE G ROW
I recently found myself with a group of friends that were part of a loyalty program who were deciding to arrange a last-minute dinner that evening. They logged-on to their member portal to book a restaurant and all were unavailable.
A key revenue management strategy is to measure what our customers value and capture their willingness to pay through a range of targeted offerings made strategically available at the right time.
CERTIFIED TH IN K C H AN GE G ROW
consumers have an overwhelming amount of programs they can join, often with limited time to try and utilise many of the ‘benefits’.
Take a moment at the start of this new year to review all your terms and conditions, policies and product offerings. Try and get someone that is not in the industry to provide feedback on the perceived value of your product offerings amongst your competitor-set and across distribution platforms. The customer will pay for value – some key value drivers for customers are things like quality, reputation, reliability, a sense of trust and security. Past experiences (good and bad) become a point of reference from which they measure future value, as well as competitor offerings and how they compare to your product. This also extends to your loyalty programs (from both an offerings perspective and in execution). Nothing is more expensive than a missed opportunity to sell value. By Melissa Kalan, Founding Director, ARMA
human resources hr On being welcoming:
A perfect front-desk welcome AS A HOTEL INDUSTRY HOSPITALITY TRAINER, I SURELY HAVE A MORE CRITICAL EYE FOR DETAIL THAN THE AVERAGE GUEST, YET I STILL TRY TO BE PATIENT REGARDLESS. As a lodging industry conference keynote speaker, I often stay at large resorts that cater to conventions, so I always remind myself to lower my expectations for hospitality, as they are rarely met. Typically, I find myself as the only guest in the lobby (checking outside of the mass arrival times), yet still having to wander through rope lines. After navigating the maze, I stand there staring at the top of someone's head as they seem to obsess on the computer screen. Finally, when I am noticed (perhaps only after clearing my throat loudly a few times), I get hear, “May I help the next guest in line?” Being the only guest, and trying to stay all positive and optimistic, I usually say “Hello, how are you tonight?” upon which I usually get the raised eyebrow and nod and hear “Checkin' in?” At this point I always try to restrain myself from saying what I want to say, which is “No, not checking in. Just stopped by here with my luggage to look at your lobby.” So when I was the guest speaker for a lodging industry conference held at the Omni Orlando Resort at Champtions Gate, I lowered my expectations as I approached the front desk. Sure enough, the rope lines were still up, despite there being no other guests waiting, but once I walked through them a surprising and delightful interaction with a professional young woman named Erika began. First, I noticed that she looked at me and not through me, then smiled and said with enthusiasm “Good evening, welcome!” As I walked up to her she continued the appropriate eye contact and – evidently noticing I was holding two pieces of luggage – asked if she could assist me with registration. She spoke slowly, not sounding like she had a mouth full of marbles, and used complete sentences when she asked for my name. It went something like this: “May I have your name please?” Not “Last name?” as I so often hear. During the remaining exchange I noticed that she spoke very professionally, but not in a scripted way, as she explained that although my room and tax was taken care of, she still needed my credit card for any incidental expenses. Although I have probably heard this same speech as many times as she has said it in her young career, it felt like a natural conversation. Rather than saying “How many keys?” she tailored the question to me, asking something like “Mr Kennedy, I know you are staying by yourself but if you like I can provide you with an extra key.” This reminded me that I actually do prefer two keys, in case one stops working or if I misplace it in the room. As things were wrapping up she pulled out what I could tell was a resort map, and despite how good she was, I still thought the dreaded ‘resort overview’ speech was coming. As a business traveller staying alone at beautiful resorts, there's nothing more depressing than to have to hear a long speech about all of the wonderful resort activities that you will never have a chance to enjoy. As a hotelier, I know that most brand standards and rating services really push this, and I figured she would have to cover it. Surprisingly, Erika tailored her information to my situation, starting with a
I wish you great success in your career and I am sure your managers are noticing what a superstar you are fun personal remark that went something like “I know you probably won't have much free time since you are a speaker at the conference…” and she then asked whether I would I like her to go over some of the highlights? I explained that no, I would be working, but I did want to know where the fitness centre was. Rather than just pointing it out on the map, Erika pro-actively volunteered additional details such as the hours and that there were towels there and a full locker room in case I wanted to change there.
Doug Kennedy
Since it wasn't very busy, and since I was truly impressed, I asked a personal question as to whether Erika was studying hospitality at a university, explaining that my son was going to be starting a hospitality program at Valencia College which is nearby. She explained that she was actually studying business administration, since was already working in the field as student, but intended on a career in our industry and then shifted the conversation to be all about me and my son's plan. It was reinforcing to hear that my son was selecting a great program from someone like Erika who knew the programs. The time had come to send me on my way and Erika nailed it again. As an ex-bellman, and as a fairly physically fit human, I always hate it when the front desk clerks ask “Do you need help with your bags?” Instead, Erika asked “May I have a bellman show you to your room Mr Kennedy?” Finally, it was my turn to show my appreciation and I offered up a genuine, sincere and personalised to Erika. Her response was the icing on the cake. All too often, colleagues respond to a guest's gushy “thank you” by saying, “Sure, no problem.” I know that no ill-will is intended, but to me this is just not eloquent. Erika new better and responded with a sincere smile and a fond farewell message of “You are most welcome, enjoy your stay Mr. Kennedy!” Kudos to you, Erika! I wish you great success in your career and I am sure your managers are noticing what a superstar you are. I can promise you that guests like me notice! By Doug Kennedy, President, Kennedy Training Network SUMMER 2018
65
ps preferred suppliers AIR CONDITIONING
Preferred Supplier Programme assisting the industry
manufacturers of quality bedding QUALITY WITHOUT COMPROMISE
FACTORY PRICES DIRECT
FOR OVER TWENTY YEARS IN AUSTRALIA THE PREFERRED SUPPLIER PROGRAMME AND DIRECTORY HAS BEEN AN EXTREMELY VALUABLE AND EFFECTIVE TOOL FOR ACCOMMODATION MANAGERS. It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers. Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme: 1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier). 2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers. 3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry. 4. Subject to the satisfaction of these processes and commitments suppliers then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the Accom Management Guide and online at www.accomnews.com.au. 5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.
Sunshine Coast (07) 5446 7541 Cairns (07) 4032 5133 www.themattresscompany.com.au
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the remote The Ultima II remote gives you more control over your air conditioners. Programmed for you to save you money!
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With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry. For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs. 66
ACCOM MANAGEMENT GUIDE
BEDS & BEDDING
Phone: 1300 181 546
sales@wallartprints.com.au
The sign of an Industry Specialist
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AUSTRALIAN DESIGNED
(07) 3284 3133 commercial@avanteaustralia.com.au www.avanteaustralia.com.au
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preferred suppliers ps CLEANING CONTRACTORS W I D E
FROM NOOSA TO KAWANA
FURNITURE - OUTDOOR
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ELECTRICAL APPLIANCES
THE Hotel TV Specialists
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A professional service for resort cleaning
Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336
www.daydreamleisure.com.au sales@daydreamleisure.com.au
HOTEL, MOTEL & RESORT SUPPLIES
The sign of an Industry Specialist www.accomnews.com.au/ business-directory LAUNDRIES
T 1300 659 053 M 0412 974 878 F 1300 659 063 E paul@yardley.com.au W www.yardley.com.au
FURNITURE
SECURITY SYSTEMS &/OR CONSULTANTS
We don’t rest on the seventh day
Hotel Products Direct Hotel Products Direct is the Industry leader in online sales and supplies to the Accommodation Industry
South Pacific Laundry specialises in the provision of quality linen and supplies for the hospitality industry (03) 9388 5300 | robert.teoh@southpacificlaundry.com.au
LINEN &/or LINEN GOODS
Phone: 1300 651 355
www.hotelproductsdirect.com.au
Our Services > we design > we document > we specify > we budget > we coordinate > we manufacture > we install
Australia’s Leading Hotel Bedding Suppliers
INSURANCE
07 5437 8544 info@mainlinen.com
1 West Thebarton Road, Thebarton, SA 5031
Phone +61 (8) 7225 8757 info@idsonline.com.au www.idsonline.com.au
HOSPITALITY TV SOLUTIONS VINGCARD DOOR LOCKS ELSAFE ROOM SAFES ELECTRICAL APPLIANCES Roy Batts - Hotel & Commercial Sales E: roy@roybattssales.com.au
M: 0409 682 500 F: 08 9409 2018
www.roybattssales.com.au
PAINTERS & DECORATORS
TAILORED FURNITURE SOLUTIONS
PPS3955_A
info@perps.com.au 1300 884 914 www.perps.com.au
Whatever, Wherever, Whenever! accomnews.com.au/business-directory
Specialising in: Hi-Rise Repaints Large Complexes Interior and Exterior Hi-Pressure Cleaning Concrete Spalling Repair (Concrete Cancer) Waterproofing & Roof Membranes
Whatever, Wherever, Whenever! A Preferred Supplier is the sign of an Industry specialist.
LOCALLY-OWNED FOR OVER 25 YEARS
Ph 5520 1256
www.anppainting.com.au QBCC Lic No 1050861 NSW Lic No 179886C
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accomnews.com.au/ business-directory SUMMER 2018
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DEFINING PRESTIGE HOTEL AMENITIES
VANITYGROUP.COM