Accom Management Guide - Autumn 2018 by Multimedia AU/NZ

marketing The positives of franchising

profiles Introducing… Ramada VetroBlu Scarborough Beach Open now – AVANI Broadbeach

technology Small Appliances: it’s a small world after all The future of hospitality TV’s: what’s coming? Conference Equipment: how to easily attract corporate guests

www.accomnews.com.au Issue 63 | Autumn 2018 Aus $16.50 (Inc GST)

Registered by Aust. Post Print Post No. PP424022/2056

the no.1 guide to specialist accommodation industry product & service suppliers

Quest Franchising: A proven and successful business formula hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement

Port Douglas

Cairns MacKay Sunshine Coast

Brisbane Gold Coast

Armidale

Coffs Harbour

Port Macquarie

Perth

Newcastle

Adelaide

Albury

Colac Warnambool

South Pacific Laundry (SPL) has been a provider of commercial laundry and linen services to the hospitality industry in Melbourne for the last 20 years.

Sydney

Geelong

Canberra Sale

Melbourne

Currently, the South Pacific Group is establishing a strong network of modern laundries across Victoria, New South Wales, Queensland, Western Australia and South Australia with plans for several more facilities up the East Coast of Australia. The relocation of our Sydney operations to a new larger facility in Bankstown together with the relocation of our Brunswick plant to Broadmeadows will establish South Pacific Laundry as the single largest privately owned laundry in Australia and in the Southern Hemisphere.

Contact Robert Teoh National PR & Marketing P: (03) 9388 5300 M: 0421 716 888 Coverage Australia wide

Pricing Information Contact supplier direct Delivery Free daily delivery within 25km city metropolitan areas Minimum Order Contact supplier direct

South Pacific Laundry specialises in the provision of quality linen and supplies for hospitality facilities. SPL provides: • A 365 day service to all clientele with a 24 hour turnaround (depending on location) • A leading edge technology in RFID to assist housekeeping and managerial staff in time reduction and efficiency • Dedicated account managers and experienced support staff who are available 7 days a week • A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised reports • Delivery rationalization systems, providing and streamlining efficient delivery routes which will reduce the company’s carbon footprint. • Building of partnerships and sharing benefits with the customers from savings made through its constant laundry process innovations and group purchasing power of linen products. • Dry Cleaning & Uniform Cleaning Services • Provision and supplying of corporate uniforms/work wears and customised hotel room amenities.

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

YOU ARE INVITED TO OUR WORLD OF LUXURY BRANDS _ Hunter Amenities are global experts with more than 35 years’ experience. Our bath and body collections from the world’s leading brands transcend all other guest experiences.

FOR YOUR EXCLUSIVE PREVIEW OF OUR LUXURIOUS COLLECTIONS, CONTACT DANIEL TANGEY ON +61 407 301 729_ H

HUNTERAMENITIES.COM.AU

fd front desk

autumn Editor's Note: Duopolies and introductions

management 06

Direct Booking Issues: The big problems with booking direct

Soap Aid: How your hotel soap can save lives

12 14

Atmosphere: Your lobby music is terrible

NoVacancy Accommodation Business Expo: The Australian accommodation industry’s first national trade show, a must-attend!

profiles Ramada VetroBlu Scarborough Beach: Introducing… Ramada VetroBlu Scarborough Beach

AVANI Broadbeach Residences: Open now - AVANI Broadbeach

marketing

What's Hot: The latest trends in accommodation industry products

technology 30

Hospitality TVs: The future of hospitality TVs: what’s coming?

Conference Equipment: How to easily attract corporate guests

The Accom Management Guide is distributed quarterly to accommodation industry managers and professionals throughout Australia.

www.accomnews.com.au Rosie Clarke r.clarke@amguide.com.au

STAFF WRITERS

Mandy Clarke Kate Jackson

PRODUCTION

Richard McGill production@amguide.com.au

ADVERTISING

Tim Svenson advertising@amguide.com.au

SERVICE

Gavin Bill service@amguide.com.au

CONTRIBUTORS

Aimee Ley, Brendon Granger, Coral Funnell, Lauren Butler, Robert Weatherdon, Stephanie Jojart and Tim Knowles The Accom Management Guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to editorial@resortpublishing.com.au. Images should be in high resolution (300dpi) JPEG or TIFF format. Editorial queries should be directed to the editor at (07) 5440 5322. The Accom Management Guide is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia by Resort Publishing, the publishers of leading industry titles accomnews.com.au and Resort News.

ACCOM MANAGEMENT GUIDE

safety & security

Franchising – Next Story Group: AMG spoke to Next Story about the positives of franchising…

Hospitality Beds: The price you pay when guests have a shocking night’s sleep

refurbishment

Case Study – Accor: Design excellence with Accor Pullman and ibis Hotel Brisbane Airport

Case Study – MACq 01: The tale of MACq 01 and the perfect night’s sleep…

Bedding Trends: The latest trends in hospitality bedding

Laundry: Tricks of the trade: managed housekeeping and laundry services

Matching Amenities: How to match your amenities with your property

Sunfresh Housekeepers Awards – Post Coverage: A heartfelt and glamourous awards gala

Toilet Seats: Have you got the best seat in the house?

Cleaning Equipment: Don’t do your guests dirty: choose products wisely

Hand Hygiene: How to win the washroom war

Franchising – Quest: AMG spoke to Quest about the positives of franchising...

guest facilities 52

Pool Heating: How to get your guests in the pool when it’s cool

food & beverage 55

Water Options: Water’s not optional, so make the most of it

energy & resources 56

Electric Vehicle Charging Stations: Electric vehicle charging stations

Electric Vehicle Charging Stations: Attracting electric vehicle drivers with new tech

housekeeping

preferred suppliers 90

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

The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, it’s employees and agents will endeavour to place and reproduce advertisements as requested but takes no responsibility for omission, delay, error in transmission, production deficiency, alteration of misplacement. The advertiser must notify the publisher of any errors as soon as they appear, otherwise the publisher accepts no responsibility for republishing such advertisements. If advertising copy does not arrive by the copy deadline the publisher reserves the right to repeat existing material. DISCLAIMER

Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to factcheck for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. Accom Management Guide, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher

Car Parking: A look at new technologies in hotel and resort parking

The Preferred Supplier Directory

and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © Copyright 2018 RESORT PUBLISHING. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher. The Accom Management Guide is proudly published by Resort Publishing a division of Multimedia Pty Ltd. ACN 126-017-454. O MM D

ION•I AT

EDITOR

Outdoor Heating: Turning bleak midwinters into sunny times

Franchising: The positives of franchising

what's hot 28

38 42

Mobile Check-in: Why hotels should embrace digital key technology

Small Appliances: It’s a small world after all...

ACCO Y•

DUSTR N

front desk

2018

Office Address: Postal Address: Phone: Fax: Email:

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Key - For easy perusal Commercially funded supplier profile or supplier case study Supplier information or content Suppliers share their views in one-off, topical pieces General editorial. Case studies and features may cite or quote suppliers, please be aware that we have a strict ‘no commercial content’ guideline for all magazine editorial, so this is not part of any commercially funded advertorial but may be included as relevant opinion. Happy reading!

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front desk fd Editor’s Note:

Duopolies and introductions

Rosie Clarke Editor, Accom Management Guide

DUOPOLY IS THE WORD ON EVERYBODY’S LIPS THIS QUARTER.

90 percent of respondents claimed there were no changes to commission rates between July 2015 and June 2016

It’s a big topic of conversation because it impacts everyone within the Australian accommodation industry and yet not much is changing for the better any time soon. We are starting to see more and more people vocalise their criticisms, but very little change is happening. Monopolies, or duopolies in this case, happen when there’s a lack of market competition and once they happen, it’s hard to scale back. New OTAs pop up all the time and there are quite a few seedling Australia-based OTAs. The problem is that until they can match listings with Expedia and Priceline, or offer cheaper rates in some way, there isn’t much to incentivise their use among consumers. It’s a vicious cycle for accommodation providers, who want the most visibility they can get but also don’t want to feed into a marketplace where they feel they are being charged increasingly high commissions due to the nature of duopoly. Talk of solutions tend to cycle back around to regulation. If commissions were regulated, would this level the playing field? If multi-national companies were taxed in Australia, would that level the playing field? Looking abroad to Europe, where rate parity was introduced in 2015 to regulate OTAs; a 2017 survey of hotels in the EU revealed that 90 percent of respondents claimed there were no changes to commission rates between July 2015 and June 2016. Sixty-nine percent of hotels in the survey, which

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was carried out by a group of EU competition authorities commissioned by the European Competition Network, said that they did not differentiate between OTAs for room availability. This isn’t to say that the European rate parity changes won’t have a visible impact in future studies, but these results do add to the question: how can we encourage competition in the digital age? Write in and tell us your view. Thank you for your continued readership and as always, I hope you enjoy this month’s AMG.

New editor The lovely Kate Jackson will be editing the next issue of Accom Management Guide as I move across to other publications. It’s been a wild ride everybody, please welcome Kate next quarter – I’m sure you’ll be seeing her at future events.

AUTUMN 2018

m management Direct Booking Issues:

The big problems with booking direct CONSCIOUS OF THE IMPACT ON ACCOMMODATION PROVIDERS, I DECIDED TO BOOK A RECENT TRIP DIRECTLY THROUGH HOTEL WEBSITES. TO MY DISAPPOINTMENT, THE PROCESS WAS NOT A SIMPLE ONE. Booking directly through a hotel website comes with some significant benefits, not only to the accommodation provider, but also to the guest. I figured my booking would be more secure, that follow up contact would be easier, and that the booking process would go without a hitch. While I stuck to my decision to book via hotels websites, I became acutely aware of the reasons travellers would choose to use an online travel agent. Instead of searching for a hotel, looking at its website and booking then and there, I found myself with multiple tabs open in my browser, undertaking my own research at the cost of a great deal of time. While the booking pages on most sites worked perfectly well, the information provided left much to be desired. Here are a few areas in which hotels might be able to improve when it comes to web content - which many OTAs are already getting right.

Location If a guest is travelling to an area they know well, location isn't a big problem. However, for guests travelling to a city or country for the first time, they don't necessarily know that a hotel location is central without being told.

Ensure that your website clearly states that you offer a best price guarantee, or even better - beat it by 10 percent.

Many a hotel website I viewed a) could not tell me how far it was from the city centre, b) whether there were any nearby attractions and c) did not include a map to show me where it was in relation to other hotels and points of interest. A quick look at an OTA website unveiled exactly how many metres that hotel was from the city centre (and how long it would take to walk), listed a number of popular local restaurants, attractions and places of historic significance, and also showed me where it was on a map.

Translation

Trusted customer reviews

Photo gallery

While many hotel websites include guest testimonials, I found it hard to believe that they had never experienced a negative review. Like many guests, I'm not turned off by a couple of bad reviews - in fact, I'm encouraged by them.

Lastly - why are good hotel photos so hard to find? I'm not talking about quality, composition or editing. I'm talking about getting a real feeling for the hotel's atmosphere and offering.

Customer ratings do more for me than any description a hotel website could give. No hotel will openly claim to have poor service, a dodgy restaurant or poor air conditioning - and rightly so. However, there's something to be said for including genuine reviews on a hotel site. While it would be counter intuitive to link to reviews placed on OTA websites, reviews on Google are well trusted and can be easily embedded or linked. It shows guests that a hotel is confident in its service, wants to give guests well-rounded insight, and is willing to take on feedback. Hotels would do well to reply to Google reviews, showing prospective guests that they appreciate great feedback and take suggestions on board.

Best price guarantee I was surprised by how many sites offered prices significantly lower than those provided by hotel websites. Even with added booking and payment costs, it often appeared cheaper to book through an OTA rather than a hotel website, particularly with sign-up discounts and added services.

ACCOM MANAGEMENT GUIDE

For guests booking an international holiday, language can be the biggest barrier to booking directly. OTAs are great at translation, making the booking process simple and trustworthy for potential guests. Take a look at your website translation. If the automatic translation is poor, it may be worth checking what countries are viewing the website most and providing a drop down language menu at the top of the site.

While all the hotel websites I visited had photos of guest rooms and basic facilities, I found myself searching for the real hotel photos. OTAs often feature photos from guests, which leave much to be desired in terms of quality, but genuinely show the state of the hotel and what it has to offer. While hotels are unlikely to feature guest photos on a website (for good reason), perhaps it's worth embedding social media accounts such as Instagram to allow guests to see more photos of what the hotel offers. Include photos of the food served at the hotel restaurant, the view from guest room windows, a family having a fun day at the pool, or cocktails coming out of the bar. Don't forget the value of people. Guests don't want to visit an empty hotel, so try and incorporate some life in your photo gallery. While there's no doubt that direct booking can be positive for both hoteliers and guests, some hotel websites have a long way to go before they become the 'booking engine' of preference. What other areas are lacking in hotel sites? â&#x2013; By Lauren Butler, Industry Reporter

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

m management Soap Aid:

How your hotel soap can save lives EVERY YEAR, HOTELS AROUND THE WORLD SEND MILLIONS OF BARS OF PARTIALLY USED OR DISCARDED SOAP INTO OVERFLOWING LANDFILL. Five years ago, witnessing the waste in the hospitality industry, CEO and founder of the charity Soap Aid, Mike Matulick, had a vision to change the way hotels treat waste soap and save children’s lives through improved hygiene. According to UNICEF, 1.4 million children under the age of five die each year due to the hygiene-related diseases diarrhoea and pneumonia – two illnesses that are entirely preventable. Research shows that handwashing with soap is a simple, effective behaviour that can save lives. Soap Aid’s ‘Hotel to Hands’ programme collects and reprocesses discarded hotel soap and produces fresh, hygienic bars of soap for distribution to communities in need around the world. “Working with community impact partners we have recycled more than 100 tonnes of waste soap sending critically needed soap to targeted communities in Western Australia, Fiji, Cambodia, Somalia, Uganda, Zambia, Philippines, PNG, Vanuatu, India and Indonesia,” says Mike. "Soap Aid has been an indispensable partner in restoring health and dignity in Cambodian schools, health clinics, and villages. They have been instrumental in creating jobs for poor women to sell recycled soap to support their families. To date, 41 women have been hired to sell Soap Aid soap, and over 42,943 students in 151 schools have been given soap often for the very first time," Samir Lakhani, founder at EcoSoap Bank However, every day the demand for our soap from communities is increasing. There are children and communities needlessly suffering from hygiene-related illnesses. How can you help? Guests and the wider community are looking for leadership and creative solutions to hotel waste. We are encouraging hotels all around Australia to become Soap Aid Hotel Champions and help save lives. To join Soap Aid’s ‘Hotel to Hands’ programme, an annual subscription fee of $7.50* (ex GST) per room, provides hotels with a complete solution: •

National logistics coverage (our freight providers will collect soap from any hotel location in Australia)

•

Simple online registration and payment process

•

12 soap collections per year

•

Training and marketing collateral for staff and guests

•

Importantly, the new model will help us reach more communities and transform the lives of children in need.

*May be tax deductible

By becoming a Soap Aid Hotel Champion, you will part of the solution to creating long-lasting health and environmental benefits:

CEO and Soap Aid founder, Mike Matulick.

...every day the demand for our soap from communities is increasing. There are children and communities needlessly suffering from hygienerelated illnesses... •

Reduce carbon emissions by 40 percent when compared to using virgin soaps

•

Demonstrating your commitment to guests of corporate social responsibility and environmentally responsible business practices

•

Redirecting millions of bars of waste soap from disastrous landfills

Soap Aid is a game-changer with a global vision to transform the way the industry treats hotel waste soap. Will you be our next hotel champion?

•

Reducing extraction and use of raw materials

ACCOM MANAGEMENT GUIDE

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

m management supplier profile XN PROTEL

Our journey to hospitality technology Nirvana Hotel technology has seen some amazing progress – though it may seem to be in a state of chaos at the moment, writes Pete Simpson, SVP Global Business Technology. In this article, he makes a compelling case for coming together to build an “Enterprise Hospitality Framework” that would allow the industry to extend the hospitality eco-system beyond the confines of the hotel, and deliver amazing, targeted, data-driven recommendations and offers to customers. To make this happen, he says, it will require fearless vendors and the combined voice of the hotel chains. Status quo The global hospitality industry is currently in a state of technology chaos. Hotel chains that have surrendered their inventory to the online travel agents are now looking for creative ways to drag customer business back to their websites. PMS vendors continue to provide proprietary systems and hold the hotelier’s own data for ransom. The much-touted “360-degree view” of the guest’s preferences and buying habits is constrained by today’s lack of integration between applications. Traditional point-to-point interfaces continue to complicate the exchange of data between hotel technology sub-systems. Global data-sharing between applications is limited at best. Vendors continue to cash in on aging systems, preferring to take short-term profit rather than invest in R&D to repay intolerable levels of accumulated technical debt, killing innovation. Market-leading applications have been retrofitted with multiproperty functionality, rather than being designed to scale easily or perform well in larger deployments. Innovative, agile start-ups are quickly consumed by larger vendors who see this as their only path for fast-tracking new development. The productivity then grinds to a halt as the start-up is aligned with the acquirer. Open integration is quashed as vendors opt to maintain proprietary systems that foster long-term customer lock-in.

protel IO whisper screen

Global Identity Services provide the security layer for all services, securing all via Single Sign-On and Multi-Factor Authentication. It also provides centralized administration of hotels’ user rights and management of the hotels in cooperation with Global Hotel Registry. Global Configuration Services push standardized configuration data to all, or subsets of properties that are present in the Global Hotel Registry. Central Profile Services provide a secure store for all guest-data and preferences, history and communications. The central profile service also houses a sophisticated data cleansing, data standardization, and profile de-duplication processing engine. It would support full, 2-way integration to any external profile stores and can be either System of Record or the slave of an external system. Global Reservation Services provide centralized management of reservations, availability, rates, and inventory. A central repository and master cache for global rate and availability data. Global F&B Services provide centralized management of point-ofsale configuration, menus and one point of consolidation for inventory management. 2. The multi-hotel data communications services

Ultimately, we all want the same thing: technology Nirvana. If I could wave that magic wand… it would be a world where some clever vendor built a real Enterprise Hospitality Framework, composed of 3 key layers:

The core of the data communications service is a framework of industry standard Application Programming Interfaces, presented via an API Management platform. All data-messaging would be handled by a highly performant Enterprise Service Bus. The data communications services would enable heterogeneous technology solutions to communicate easily, point to multi-point. Any technology vendor can subscribe to the Data Communications Services to receive/send data updates to/from subscribing services via the industry standard API framework. A robust Enterprise Service Bus (ESB) replaces the traditional point-to-point interface patchwork. A publisher/subscriber subsystem that reliably manages data exchange between systems.

1. A collection of enterprise hotel management services

3. Enterprise data services

This multi-hotel services layer would provide a set of vendor agnostic microservices, front-ended by a highly customizable user interface. Administration, configuration, and management of multiple subscribing Property Management Systems and other associated technology solutions such as CRS, CRM, Revenue Management System, Back Office etc. These microservices would be stateless, highly performant and horizontally scalable.

The ESB sub-system provides the perfect data capture and transport mechanism to enable true Enterprise Data Services. Any data that traverses the ESB can be subscribed to an enterprise data store (data warehouse). Data is captured in real time, from any subscriber connected to the Enterprise Hospitality Framework. Hoteliers or data technology providers can now apply predictive and prescriptive analytic algorithms to drive real-time, targeted, dynamic packages or recommendations to any connected point of guest interaction in the hospitality eco-system.

So we forego integration. Instead, we build data silos that function well in isolation but do not talk to each other. The result is a significant loss in operational efficiency for the hotel and the expensive, complex integration of applications. This results in higher operating costs, which do not equate to improved operational efficiencies, guest experience or increased bottom-line for hoteliers. So what is the solution?

Global Hotel Registry provides centralized administration and management of the hotels, allowing groupings in any manner, such as traditional hierarchy (think corporation, chain, branded) and any other non-hierarchical combination such as country, region, demographic, etc. The global registry of hotels would determine the administration and distribution of role-based, user rights interacting closely with Global Identity Services.

ACCOM MANAGEMENT GUIDE

Where is the pay-off? • A win for the vendors. With a well implemented Enterprise Hospitality Framework (EHF), software vendors can focus on developing their core business services.

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Today, significant resources are wasted on developing a proprietary mini data warehouse, reporting, mini CRM or duplicating other functionality that exists elsewhere in the hospitality ecosystem. The EHF allows vendors to leverage connected best-in-class functionalities instead of re-inventing this development. Time-consuming interfacing projects can be significantly reduced due to standardized messaging. • A win for the hoteliers. Enterprise-level management of small, mid and large hotels. The ability to choose best-in-class solutions over complex and outdated technology. Shortened, simplified and less costly deployment of interfaces. Data-driven retailing. The ability to compete with the online travel consortiums with interesting, dynamic packages that the OTAs are unable to offer. The ability to rapidly adopt new technology and de-couple when this is no longer best in class would mean the end of vendor lock-in.

A complex spaghetti of interfaces connect the countless applications that automate hospitality management. Previously, the Property Management System (PMS) was the centre of the hospitality technology universe. In the Enterprise Hospitality Framework, the PMS is no longer the sun, it becomes just another component in the hospitality ecosystem. There has been amazing progress in technology. Applying some of these innovations to build this Enterprise Hospitality Framework is allowing us to extend the hospitality eco-system way beyond the confines of the hotel, and deliver amazing, targeted, data-driven recommendations and offers to our customers. We need you, the hospitality technology consumers, to demand open datasharing from your vendors. Don’t accept no for an answer from your vendors.

• A win for the guest. Better guest intelligence will lead to hotels more intuitively serving their guests. Predictive / prescriptive analytics provide hotel staff with an array of timely information. This intel delivered by “whisper screens” that provide attractive, real-time offers and suggestions for up-selling will boost revenues along with guest satisfaction. Extending the hospitality eco-system beyond the hotel to provide guests with interesting dining and activity options that were never before possible. Driving bookings back to the hotel’s website will mean a reduction in the hotel’s direct costs, which the guest could recover on the price of their stay. We are already seeing this today.

The Enterprise Service Bus was the first step towards openly connected systems. However, ESB technology cannot succeed in isolation. You need the overarching services of the Enterprise Hospitality Framework to provide the application services and business logic needed to govern and manage your hotels. It will take an open, vendor-agnostic, Enterprise Hospitality Framework to derive the maximum value from the levels of integration that a great API messaging framework and robust ESB data transport service can enable. This Framework will need to be developed by fearless vendors and will take the combined voice of the hotel and hotel chains to push their current technology vendors to drop their proprietary practices and fully adopt existing data-messaging standards.

How do we get to hospitality technology Nirvana? This is a complicated question. As technology has evolved, so has the web of applications designed to address key hospitality management functions.

In a world of demand-driven development, there are a small number of these future-focused, fearless development vendors. Hospitality technology Nirvana might be a lot closer than you think.

protel HOSPITALITY PLATFORM Connect all your technical infrasture using the latest Enterprise Service Bus technology from protel SPA GOLF

POS

protel BUILD Application Extension platform

WBE OTA CRS

protel GENIUS Reports and Dashboards

protel GENIUS Recommendation Engine

CRM PMS

sales@xnprotel.com

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Offices in:

Melbourne & Sydney

Tel: +61 (3) 9525 0525

AUTUMN 2018

m management Atmosphere:

Your lobby music is terrible IT MIGHT SOUND WEIRD... BUT HERE'S SOME ALTERNATIVES TO ANNOYING (OVERPLAYED) LOBBY MUSIC THAT YOU AND YOUR GUESTS MIGHT LOVE (A LOT)! Listen, there's a reason 'elevator music' shouldn't leave the elevator... and that's because it's only bearable in small doses. Staying at a boutique hotel in Melbourne recently... I climbed down to the main lobby - laptop, charger, bag and phone in-tow - to find coffee, good lighting and somewhere to focus. I sat down by a window; comfy seat, good coffee, nice desk, even a decent view. But after five short minutes, my attention dissipated into the loud, droning whale-like house music pumping through the tiny speakers dotted around the ceiling. I lasted an hour before I had to escape and find a silent library. Sure, not every guest is going to spend much time in the lobby but there are plenty who will - particularly if you have a bustling hive of

ACCOM MANAGEMENT GUIDE

activities, long check-in queues, or frequent business guests. Then there's the staff. And you. Life is too short to put up with bad music. Here's some audio alternatives for your lobby or common area spaces:

1. Soundscape Definitely not whale music. Did you know there are eight-hour YouTube videos that just play the sounds of a forest, or a calm river, or a windy sea, or a playful beach? If you're ten minutes away from the beach but don't have beachside views, or you're a rural B&B and want to mimic the nature surrounding you...

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These soundscapes are the perfect way to set an ideal tone for your guests. Not only are they relaxing but they create an atmosphere. Keep the volume low and guests won't even realise their ears are being duped. The trick would be to pick something in-keeping with the vibe of your location and property. Amplify nature.

2. ASMR Heard of ASMR? It means 'autonomous sensory meridian response' and it's extremely popular online. The idea is that certain sounds, played quietly enough, trigger positive and soothing emotions. There are whole channels on YouTube, with millions of subscribers and views, dedicated to ASMR videos. They range from generic white noise to soft tapping, wind chimes and whispering. While the latter might be a little bit weird, to say the least, in a hotel setting there are some ASMR soundtracks that could work really well. For example, if you have a business area, with desks or computers or even a reading room with newspapers - it can feel a little cold or intimidating. ASMR that mimics the sound of a tea room or library (pages turning, muted echoes, light teacup clattering, fires crackling, etc.) could just warm the place up and make it a more inviting space.

3. Talking heads There's a few reasons why airports and many high-end hotels play the news on big TV screens in their lobby/waiting areas. Obviously there's the assumption that visitors will want to keep tabs on current events, but it also gives off an air of professionalism and keeps people occupied if there are long queues or delays. The downside to the news, for accommodation providers, is that it's quite depressing for the average holidaymaker. A great alternative would be something equally talkative and interesting but more positive, or life affirming. You can stream any number of 'roundtable' style panels or interview shows online to display for guests, create an infinite playlist, or simply play a podcast through your audio system. Nothing too loud or invasive, just some light, engaging discussions to maintain a lively and professional vibe.

4. Make 'em laugh ... Or at least entertain the kids. While cartoons are an assault on the ears to most, there's something fun in nostalgia and if you hit the right tone, playing black and white cartoons (even on mute) or classic films/ musicals at a very low volume, could be a quirky way to brighten up your lobby. You can find a tonne of old school comedies and movies all the way back to Charlie Chaplin on most streaming services (Netflix, Stan, YouTube, SBS online, etc.,). A lot of the musicals will work on audio alone as well, so you don't need to have a big screen. I once stayed in a little Sydney hotel that had a projector screen playing back-to-front Westerns in a little room just away from the lobby. Loud enough to draw your attention to the quaint little sofas and lamps; people would drift in and watch for a few minutes, sometimes order a drink, but most would find it a charming quirk and carry on with their check-in smiling. Got any other nifty little audio ideas for your lobby? Better yet: tell us what you like to listen to. By Rosie Clarke, Industry Reporter GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

m management NoVacancy Accommodation Business Expo:

The Australian accommodation industry’s first national trade show, a must-attend! REFRESH YOUR GUEST EXPERIENCE; REENERGISE YOUR OPERATIONS; MODERNISE AND OPTIMISE YOUR PROPERTY; MAXIMISE PROFITS. Book a complimentary ticket now at novacancy.com.au using the code AMG18. 17 – 18 July, 2018, ICC Sydney Exhibition Centre, Darling Harbour. What happens when you bring the biggest gathering of accommodation industry decision makers from across the region, to the largest convention and exhibition centre in Australia, with hundreds of product and technology suppliers showcasing their solutions, and more seminars than any industry event in the country? You finally get a national trade show for the industry. Meet the NoVacancy Accommodation Business Expo coming this July to Sydney.

Trade show vs conference – what’s the difference? You’ll be well aware of the conference format, you pay hundreds sometimes thousands of dollars to attend a program of speakers (usually all in one track/room), an included lunch and some great networking.

You need to block out one to two full days, and if there’s a session you’re not interested in, you’ll likely spend it checking your emails, or even on Facebook! So what is a trade show? Free-to-attend for industry professionals, at the heart of a trade show or ‘exhibition’ are products and services that can help you run a better business. Thousands of them, from hundreds of suppliers from all areas

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NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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– world class technology and software, marketing & branding, interiors and refurbishment, through to essential services you procure every day – a one-stop shop for running and improving your property. It’s your opportunity to walk through technology demonstrations, unearth full ranges of products, and ask the hard questions that relate specifically to your property type. And then there’s seminars, for free, and plenty of them. At NoVacancy this July there are more than 45 planned seminars spread across four separate theatres covering a wide variety of practical, tactical learnings you can implement in your daily role. Pick and choose the sessions that suit your availability and your interests.

Who’s already registered to attend? From across Australia, New Zealand and the Pacific, thousands of owners, managing directors, general managers, hotel managers, revenue managers, sales and marketing heads, housekeepers, IT departments, F&B managers, developers, interior designers and architects. From motels, motor inns, boutique hotels, lodges, large hotels, resorts, retreats, serviced apartments and casino’s. ■ Join them with a complimentary ticket at novacancy.com.au using the code AMG18.

GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

m management Mobile Check-in:

Why hotels should embrace digital key technology Brendon Granger

SELF-SERVICE IS BECOMING INCREASINGLY VALUED BY A GENERATION OF TRAVELLERS SEEKING GREATER CONVENIENCE AND FLEXIBILITY.

As the demand for self-service grows, it’s worth looking at the considerable benefits that digital keys offer both guests and hotels.

Benefits to guests Using just their smartphone, guests can use a digital key to skip the check-in procedure and gain instant access to their room. Offering this hassle-free alternative is something that can have a direct impact on levels of customer satisfaction.

At many global airports, self-service checkin and automated passport control kiosks are commonplace. Technology is now helping to reduce queues and speed up transit, removing the need for a once longwinded administrative process. Yet for some reason, the technology hasn’t been widely rolled out in the hotel industry, despite the fact that demand is there. Research by Hotels. com revealed that 44 percent of US travellers would be happy using a mobile for hotel self-check-in. The desire for self-service was found to be even greater in a study of business travellers in North America and Europe. The study found that travellers in the US (78 percent), Italy (77 percent), Canada (74 percent), Spain (73 percent), the Nordic countries (60 percent) and Germany (56 percent) preferred self-service technology to manage their travel.

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Since Hilton launched their own digital key, Hilton guests using the technology are more likely to rate their “efficiency of arrival” nearly 10 percentage points higher than those using traditional check-in. A mobile key also allows guests to access other areas of a hotel, such as the car park, elevator, or fitness centre. Additionally, a whole host of service requests can be made from anywhere in the hotel. For instance, a digital key can be used to ask for housekeeping, issue a ‘do not disturb request’, or reserve a parking space at the hotel before arrival. Activities and amenities no longer need to be booked through the front

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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desk, either. A smartphone with a digital key can be used to book everything from a massage or spa treatment to a session on the hotel tennis court. With this kind of technology at their fingertips, the whole guest experience is elevated to another level of freedom and convenience.

Benefits to hotels The demands on a front desk are considerable during busy check-in periods. But with more guests checking in themselves, this burden is relieved. It’s fair to say the check-in process represents an important opportunity for building guest rapport. For that reason, diminishing its role might seem counterproductive. But in reality, the administrative process of form filling and fact-checking doesn’t really lend itself to moments of genuine interaction. If we are honest, front desk staff generally spend most of the check-in procedure looking at their computer screen rather than the guests. However, freed up from the formalities of the check-in procedure, a front desk can spend more quality time on the moments that really matter. This might involve offering helpful recommendations to guests as they head out for the day. It could mean having the chance to handle customer queries over the phone with greater care and attention, creating more opportunities to influence booking decisions and provide an all-round better service. Self-service also provides greater upsell opportunities. A hectic front desk might not have the time to tempt a guest with room upgrades or promote in-house amenities and services. In contrast, digital keys can be used as powerful marketing tools to increase sales. Hotel services and special offers can be promoted via an app, with customised offers targeting specific customer segments. In turn, hotels can track uptake rates to see which deals and amenities guests are really interested in, further helping to refine the amenities and offers they deliver to match personal preferences and buying habits. From an operational perspective, life becomes easier too. For instance, a hotel can check when a room has been vacated and carry out cleaning to ensure a quicker turnaround time. The hotel restaurant can also be notified of the number of current and future guests to help better plan in advance. Ultimately, digital keys provide hotels with the ability to improve efficiency, push relevant deals, market more effectively, and provide an all-round better experience to guests.

In conclusion Self-check-in services are now becoming highly valued by a generation that craves flexibility and freedom when they travel. While increasingly expected, this certainly doesn’t mean that hotels should do away with the traditional check-in process. Plenty of travellers still value a formal greeting on arrival. However, by not offering a self-check-in option, it restricts those who do want to bypass the front desk in order to reach their room more quickly. It also limits the wealth of other benefits they can receive beyond a streamlined arrival. The ultimate goal for any hotel is to leave every guest feeling completely satisfied with the service they’ve received. By complementing the front desk with self-service technology, hotels can strike a balance and ensure the preferences of all are met. els can strike a balance and ensure the preferences of all are met. By Brendon Granger, Guest Room Technology Specialist, GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

p profiles Ramada VetroBlu Scarborough Beach:

Introducing… Ramada VetroBlu Scarborough Beach THIS STUNNER IS ONE OF PERTH’S MOST RECENT ACCOMMODATION OFFERINGS, PERFECTLY DEVELOPED TO ATTRACT MORE INTERSTATE AND INTERNATIONAL TOURISTS TO WA’S BEAUTIFUL SCARBOROUGH LOCALE. Centrally located within a short drive from Perth CBD, Hillary’s, and Fremantle to the South. The opening of the new $51 million 52-room hotel in August 2017 coincided with the filling of Scarborough Beach Pool an iconic new landmark and a true vote of confidence in the revitalisation of the city. The beachside pool isn’t an ordinary swimming pool - it’s a world-class recreation facility, a General Manager Nathan Baker go-to fitness centre, and a local eatery. It’s a perfect all-year-round tourist destination, with dramatic views of the coast, two geothermally heated pools and room to sunbathe. The hotel, managed by VetroBlu Management, developed by Eurowide and branded Ramada under a franchise agreement with Wyndham Hotel Group, Ramada Vetroblu Scarborough Beach is also generating avid interest in this splendid location. Nathan Baker is the property’s general manager with over 20 years hospitality experience. He has a special interest in boutique apartment properties and his extensive work with some of the world’s leading apartment hotel brands made him a perfect fit for this project. Nathan took time out of his busy schedule to answer some questions from AMG readers about this impressive new hotel:

We are excited to hear about your hotel – how would you describe its points of difference? Ramada VetroBlu Scarborough Beach is a 52-room hotel, with self serviced apartments that boast expansive natural light, we are also

CONTRACT / COMMERCIAL / HOSPITALITY / RESIDENTIAL / PLANS / STYLING / INTERIOR DESIGN FIXTURES / FITTINGS / FURNISHING / PROCUREMENT / PROJECT MANAGEMENT / LIGHTING www.savannadesign.com.au

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Ramada Vetroblu Hotel install ASSA ABLOY Why? Because they are the “next generation electronic locking solutions that provides the ultimate in security and guest convenience,” Michael Benikos from ASSA ABLOY Hospitality told AMG.

ideally located less than 200 metres from the Scarborough promenade and beach. The hotel features fully equipped studio’s and one, two and three-bedroom apartments with three and four-bedroom split level penthouses.

“VingCard VISIONLINE a highly innovative electronic locking solution with a unique, flexible design and more features than ever before. With Visionline installed, hotel employees further gain an advanced security access software solution that provides for

more secure and efficient hotel operations. The system provides the ability for front desk staff to remotely monitor all room access attempts in real time, and allows users to instantly deactivate any key suspected of being stolen or used in an unauthorized manner. Visionline is integrated with a hotel’s PMS platform and is also responsible for generating and assigning guestroom keys. Furthermore, the Zenith by Elsafe in-room electronic safes were provided to secure guests' belongings.

All our rooms enjoy views over the rolling hills of Scarborough or ocean views with breath taking sunsets. Our split-level penthouse apartments offer private sweeping views of either the Western Australia coastline or sparkling lights over Scarborough’s rolling hill with the CBD in the distance. Our expansive residential style apartments are truly built for comfort and relaxed living. Our handy “go anywhere” phone provides free local and international calls plus data and messaging services. Guests especially enjoy the in-room coffee machines and local inspired in-room amenities from Mt Romance Sandalwood products.

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

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AUTUMN 2018

p profiles Ramada VetroBlu Scarborough Beach:

redevelopment which has included open air public pool, skate park, playground upgrades and cafe and dining options, which has attracted tourism to the area. The redevelopment of the area has brought people back to Scarborough and our accommodation provides choice, especially for families and guests who desire an extended stay. We aimed to bring space back to hotel apartments and have succeeded with our two- and three-bedroom apartments and our split-level penthouse apartments.

What has been the stand out moments while developing this property? Nothing beats the reactions to opening day - everyone loves something new!

What about your team?

What is the hotel's best design feature, and what was the inspiration behind the design?

We are very thankful that more than 80 percent of our workforce live and work nearby giving us that local touch and knowledge, this reflects in our guest experience. Ongoing training with our team identified mentors, who provide our team with a clear direction to exceed and delight our guests.

We wanted to do something different; to be an iconic building in Scarborough Beach with a nod to the beach and unique location.

What were the most important issues to get right before you opened to the public?

The overall design of the hotel is indeed striking but there are a few features that really stand out to me: by night our lighting feature perfectly highlights the striking sight of the sun moving over the water – the lighting is a splendid idea of Vetroblu, reflecting our blue glass waters.

Making sure the fitouts resembled the brand standards and reflected what we are trying to achieve. Employing and training great staff to be customer ready was vital and we had to make sure all our systems were in place in time for our soft opening. With a small team this was a true testament to its hard work.

I also particularly like the unique local inspired design elements and I am particularly impressed by our lobby, where local reclaimed wood was used, and the unique art works that showcase local Western Australian artist Vanessa Milner. This talented artist was commissioned for a series for five pieces mirroring the local area.

What are you most excited about, and what has the reaction been to the hotel?

What do you consider is so great/unique about the location?

This is such an exciting time for Scarborough with our property essentially being the turning point for the area’s redevelopment. On a personal note, hearing all the positive feedback from our corporate market reporting that we exceeded their expectations, has been very rewarding.

Scarborough has recently undergone a 100-million-dollar

By Mandy Clarke, Industry Reporter

Local inspired hotel interiors by Savanna Design Savanna Design provided a complete design, manufacture, procurement and installation service to the new Ramada Vetroblu Scarborough Beach property from concept to completion. Sandy Reay is the interior design director of Savanna Design Studio and she explained: “We were able to combine the feature elements of the architecture with the setting in which the property sits to create a contemporary, functional interior with a designer feel. I believe we were instrumental in advising the client of the best use of space for these apartments and selecting the right look

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and design to make the interiors functional and visually pleasing.” “The client was very happy with the result. We provided a total project management and support service throughout and delivered on time and to the client’s expectations.” According to Sandy, there has been a shift to a more natural organic feel in hotel interiors and furniture design has seen a trend for incorporating technology with built in lighting, electrical outlets and data USB ports built in to desks, bedside tables and headboards to allow guests ease-of-use in key areas of the room.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

p profiles AVANI Broadbeach Residences:

Open now - AVANI Broadbeach

GUESTS FOUND A STYLISH COASTAL SCENE WHEN THEY ARRIVED AT THE NEWLY OPENED AVANI BROADBEACH RESIDENCES LAST YEAR, WITH THE HOTEL OCCUPYING A DELIGHTFUL PRIME BEACHSIDE ADDRESS ON SURF PARADE. New to the Gold Coast scene, this upscale accommodation serves up an extraordinary hotel experience in a pristine private apartment, allowing guests to enjoy all the comforts of home and much more. The brand-new modern and spacious one and two-bedroom suites, give guests a choice of sweeping hinterland, ocean facing or premier

sky-high ocean views. The hotel also features a slew of stunning onsite facilities including: a landscaped terrace, a private resident’s lounge, well-equipped gymnasium, an outdoor 25m swimming pool and sundeck. Each superbly presented, open-plan residence has an equipped kitchen with top-line appliances as well a relaxing lounge and dining area, also smart TVs, laundry facilities, private balconies and complimentary wifi. Beautifully decorated with tactile textures, fabrics and furnishings, the suites are furnished and equipped to a very high standard and with many desirable features to meet even the highest expectations.

Noble House Design presents AVANI’s ‘The Beach’ project A collaborative effort took place between the AVANI Group and Noble House Design to present fresh, relaxed and current guest accommodation for the new luxury AVANI Broadbeach Gold Coast Residences. Angela Lioi is the managing director of Noble House Design, chosen for this project due to the company’s experience, attention to detail and ability to design, manufacture and supply all of AVANI’s furniture requirements. According to designer, Kayla Qualischefski, both the beach locale and the brand values

inspired the design, she said: “The aesthetics are an essential element in creating the look and feel, but ultimately the most important consideration for the selections was durability. “Both Avani and their guests have responded positively to the design, finding the furniture not only attractive but practical.”

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On hospitality design trends, the Noble House design team advise: “There is a lean towards mixing strong earthy materials such as timber and marble for a casual feel with a dash of sophistication. This tends not to date and can be easily updated with a change of colour. A more minimal approach is also popular now with a ‘less is more

approach’ and a focus on quality. “Accommodations must create environments to cater to guest’s lifestyle needs, as well as making sustainable choices, blending comfort, technology and design together to create a home away from home with inspiring spaces that are both current and practical.”

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

profiles p supplier profile NOBLE HOUSE DESIGN

Furniture package specialists for hotels, resorts apartments and public spaces For over 30 years, Noble House Design has specialised in the provision of high quality commercial furniture from small to large scope projects. With dedicated overseas manufacturers and a motivated local design and administration team, Noble House Design has the ability to be responsive and adaptable to client needs, as well as highly competitive in both service and price.

The goal was to achieve a look that was synonymous with a relaxed coastal lifestyle coupled with a distinctly modern and timeless style.

This experience and attention to detail played an integral part in Noble House Design securing the design, manufacture and supply of all furniture requirements for Avani’s ‘The Beach’ project in Broadbeach. With a close working relationship with their overseas partners, all furniture was designed and custom made by their manufacturers to fit the 1 and 2 bedroom room dimensions perfectly. The skilled and experienced Noble House Design team successfully delivered and installed 185 turn key packages. In addition, Noble House Design was responsible for providing all furniture and artwork for the lobby, resident’s lounge and outdoor spaces. Inspiration Inspiration for the furniture design was derived from the close proximity of the project to Kurrawa Beach on the Gold Coast and the Avani brand.

Coastal light oak and white timbers were chosen as the base material for the main furniture pieces to ensure the rooms didn’t feel weighed down or over furnished, while a touch of marble brought a touch of luxury to the living and dining spaces. The aesthetics are always an essential element in creating the look and feel, but ultimately the most important consideration for the selections was durability. All furniture and fabrics are commercially graded and covered under Noble House Design’s commercial warranties. The accent colours of cerise, seafoam and grey reference the Avani brand and work well alongside the lighter tones and style of the furniture pieces. Reaction The Beach by Avani is located in one of the most popular Gold Coast destinations so it was a collaborative effort between Avani and Noble House Design to offer guests accommodation that was fresh, relaxed and current. Both Avani and their guests have responded positively to the design finding the furniture not only attractive but practical. For more information please contact Noble House Design, on 07 5592 6893, or visit www.noblehousedesign.com.au

Furniture Package Specialists for Hotels ■ Resorts ■ Apartments ■ Public Spaces We offer a range of services including:

•

Furniture design, manufacturing and direct factory procurement

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Our overseas administration and quality control staff guarantee good outcomes

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Complete project management

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Professional interior design, 3D visual concepts and floor plans

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Specialists in refurbishment programs as well as new projects

Tailor made financial packages to approved customers

•

Logistics management, delivery

•

Australian ResidentAccommodation Managers’ Association Member

installation and complete fitout solutions •

Commercial 3 year warranty on all products (conditions apply)

•

After sales service second to none, with complete satisfaction guaranteed

•

Property styling

Call us on (07) 5592 6893 or visit www.noblehousedesign.com.au to find out how we can assist in your next project.

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AUTUMN 2018

p profiles AVANI Broadbeach Residences:

Brett Hohn, is the general manager of AVANI Broadbeach Gold Coast Residences, his background is in hospitality and he has worked in the industry for over 25 years. The AVANI Hotels & Resorts brand is renowned and respected across the globe with over 20 existing properties but it is completely new to Australians.

Inspiration for the furniture design was derived from the close proximity of the project to Kurrawa Beach alongside the “focusing on the details that matter for guests” values of the AVANI brand. The goal was to achieve a look that was synonymous with a relaxed coastal lifestyle coupled with a distinctly modern and timeless style.

Brett told us: “AVANI Broadbeach is the first Australian AVANI Hotels & Resorts property, so it was exciting to be part of the team that brought the brand to Australian shores.”

“Our AVANI properties are comfortably modern with a focus on the things that really make a difference for our guests – the personal details that matter. We do this by blending genuine hospitality and modern lifestyle features with a passion for design and contemporary style.” A reputation for attention to detail played an integral part in Noble House Design securing the design, manufacture, and supply of all furniture requirements for Avani’s ‘The Beach’ project. All the furniture was designed, and custom made by Noble House Design’s manufacturers to fit over 170 individual room dimensions perfectly. In addition, they also provided all the furniture and artwork for the lobby, resident’s lounge, and outdoor spaces.

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The sun-soaked Gold Coast beachside location of AVANI Broadbeach impresses with its relaxed coastal vibe but it is also central to award winning restaurants, lively bars and world class shopping at Pacific Fair Shopping centre and the casino - all within walking distance. The hotel opened in plenty of time for the Commonwealth Games 2018, when the Gold Coast will be at its busiest and has so far received tremendously

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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AVANI broadbeach residences install ASSA ABLOY systems

positive online reviews describing it as “Spectacular, “Beautiful and “Immaculate.” Brett said: “AVANI Broadbeach is not only the first Australian property but also the first hotel to open in the Gold Coast for several years, so to date has been well received. We’re working on the opening our casual restaurant and café, due to be ready in June 2018 so we’re excited to see the guest’s reaction to the new facilities.” With many accommodation options available within the Australian marketplace, each offering must present incentives and programs to entice guests to book with them, and they must also ensure high standards and a point of difference to keep them coming back. Brett agreed: “With so many competitors in the hospitality space, we need to ensure we continue to increase our service standards while also offer our guests incentives, to ensure we remain top of mind when booking a holiday.” Therefore, when it comes to being unique AVANI Broadbeach Gold Coast Residences not only offer, the perfect location, wonderful facilities, an expansive ground-floor bar and restaurant (opening soon) and outstanding service they also have a pocket concierge initiative. Innovatively, guests can scan a unique code on their hotel room key, to be connected via Facebook Messenger, asking questions on the go.

Why? Because “ASSA ABLOY is a trusted supplier to Oaks group having installed security systems into many of their properties around Australia”, Michael Benikos from ASSA ABLOY Hospitality told AMG. “VingCard VISIONLINE a highly innovative electronic locking solution with a unique, flexible design and more features than ever before. With Visionline installed, the property can easily change the door operation from serviced apartment mode to residential mode and back again if required. The system is installed on perimeter doors so only residents and guests can access the property while lifts readers are configured so cards are only able to access the floor they are programmed to access. The system also provides the ability for front desk staff to monitor all room access attempts, and

allows users to deactivate any key suspected of being stolen or used in an unauthorized manner. Signature RFID locks were installed on guest rooms due to their simplistic design and functionality at a cost effective price. “ASSA ABLOY Hospitality leads the way in mobile technology allowing guests at the hotel guests to skip the front desk and access their guestrooms by using their smartphone or watch as a secure digital key. This feature has been installed in all locks at the property to enable Avani Broadbeach to activate the functionality in the future.”

By Mandy Clarke, Industry Reporter

ASSA ABLOY Hospitality

The world leader in hotel security.

Mobile Access

VingCard Essence Lock

VingCard Allure Lock

Elsafe Safes 1 300 796 233 www.assaabloyhospitality.com australia.hospitality@assaabloy.com

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AUTUMN 2018

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

DO YOU HAVE THE BEST SEAT IN THE HOUSE?

REGENCY JACQUARD DECORATOR COLLECTION

With a fantastic reputation for making toilet seats with a difference, you cannot afford to ignore what your hotel guests will always appreciate. Ensure that one point of difference in your guest’s bathroom is what you invite them to sit on, which will also give years of faultless service to your establishment. Pressalit has a wide range of designs to suit most toilets in the Australian hotel market, so if you have a desire to seek a better outcome in your bathrooms, we can definitely help.

Our Regency Collection will add a luxurious look to any room, with a large collection of available colours, all with geometric patterns create a unique look for your property quickly and easily. With coordinating cushions and bed runners made from premium jacquard upholstery fabric, give your guests a great first impression, our Regency cushion and bed runner collection will satisfy your property’s decorator needs. Contact us today or register your interest for online ordering and let us assist you with making the correct decisions about your commercial bedding requirements.

C P E W

Pressalit 0415 425 461 au@pressalit.com www.pressalit.com

WATER WATER EVERYWHERE

C Jason Commercial P 03 8390 3333 W www.jasoncommercial.com.au

T350 NEW AND DIFFERENT STAND ON SCRUBBER

Accidents happen. The overflowing bath tub, burst pipe or rain and flood, are all too familiar to everyone in the industry. There’s no escaping the inevitable. Fortunately, the Nero Carpet Blower is standing by. Simple to manoeuvre with an easytilt handle, weighing in at only 14.5 kilograms with an extra- long 10 metre cable, makes it a breeze to use for anyone on staff day or night. The user-friendly clips hold rugs in place or lift carpet to ensure wide and even circulation of hot air for rapid drying. Guest disruption is minimised, risk is mitigated and workplace safety practiced as damp and wet patches evaporate into thin air.

Tennant Company, leading manufacturer of premium floor cleaning machines and technologies releases the new T350 Stand-On Scrubber. The latest addition to the impressive line-up of scrubber-dryers, the T350 is available with Tennant exclusive technologies like ec-H20 NanoClean™ and Smart-Fill® Automatic Battery Watering, IRIS® to help businesses drive down the rising cost of cleaning. Ultra-compact in its footprint means it’s highly manoeuvrable for any operator to clean tight spaces. Tennant’s detergent free ec-H20 NanoClean™ technology reduces the impact of cleaning operations on the environment in seven key categories, when compared to conventional packaged daily-use cleaning chemicals.

C Weatherdon P 02 9906 2202 E sales@weatherdon.com.au W www.weatherdon.com.au

C Tennant P 1800 226 843 E contactus@tennantco.com W www.tennantco.com

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NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

what's hot wh ONE FOOTPRINT, TWO SOLUTIONS – THE ZERO ENERGY POOL Simultaneously generate electricity and heated water for your establishment’s pool with the 100% renewable Heatseeker DualSun hybrid solar PV thermal panel. The electricity and heated water generated can dramatically off set the needs of the swimming pool. Any surplus electricity can be self-consumed, or returned into the grid for a feed-in tariff or a net-metering program. The internal heat exchanger allows direct connection to the pools water circuit. As water flows through the heat exchanger, it is heated whilst simultaneously cooling the panel. This allows up to 20% more PV electrical generation, unlike standard PV panels which lose eff iciency as the surface temperature increases.

C Supreme Heating P 1300 787 978 W www.supremeheating.com.au

NEW LIVI® HAND ROLL TOWEL DISPENSER The NEW Livi® Hand Roll Towel Dispenser has been designed to facilitate easy tear-off and wipe. Versatile enough to be used in any washroom or sink bay area, this new HRT dispenser from Livi® is intended mainly for use in high traff ic environments while its compact design and removable spindles simplifies the loading and maintenance process. Made from sturdy ABS construction with a discreet key locking to prevent pilferage. The protective translucent cover keeps paper hygienic and the controlled paper tear off prevents wastage. The Livi® HRT Dispenser pairs seamlessly with Livi® Essentials Hand Roll Towels 80 and 100 metres (reorder no. 1200 and 1202).

C Solaris P 1300 832 883 E info@solarispaper.com.au W www.livitissue.com.au

A GOODIE BAG FULL OF BENEFITS Currently you have to pay to have all your left over guest hair and body care products sent to land fill, which seems like a pretty big waste to us. So we invented the Goodie Bag. This little bag (made from recycled paper) is designed to encourage guests to take home their partially used amenities and finish them at home and then pop them in their recycling. The Goodie Bag has a number of benefits: It’s good for the environment by encouraging recycling. It’s good for your marketing as they will continue to think of their stay with you every time they use the product at home. It’s good for your environmental reporting as you will be significantly reducing room waste going into land fill. Encouraging guests who genuinely want to do the right thing by reducing waste and recycling not only paints you in a good light, but has some genuine benefits for the hotel as well.

C HealthPak P 1300 652 282 E info@healthpak.com.au W www.healthpak.com.au

THE NEW ELECTRIC HEATSTRIP The new models comprise of a new look freestanding electric heater, and a new look wall mounted heater. From one of their most successful products HEATSTRIP® have drawn inspiration and created something innovative by incorporating a sleek, robust electric portable stand. The new Electric Heatstrip (THY) Intense offers two diverse applications. First being the newly designed Portable electric heater, secondly a permanent fixture to the ceiling or wall mounted heater. The THY is a modern and stylish spin on the old portable electric stands, with a high intensified heat. The THY portable stand incorporates a sleek, slimline stand with a 2200-watt heater.

C Thermofilm P 03 9562 3455 W www.thermofilm.com.au GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

t technology Hospitality TVs:

The future of hospitality TVs: what’s coming?

TELEVISION IS 92 YEARS OLD. THE FIRST TV DEMONSTRATION IS WIDELY CONSIDERED TO HAVE TAKEN PLACE IN LONDON IN 1926, WHEN AN INVENTOR CALLED JOHN LOGIE BAIRD TELEVISED A MOVING IMAGE OF A VENTRILOQUIST’S DUMMY.

From toddlers to elderly people, choice has become the benchmark of entertainment. If a TV has nothing on for you to watch in 2018, you’re switching it off and turning to your phone. For accommodation providers, this means you’ve lost their attention and are no longer providing a service. Engaging guests from beginning to end, is the goal if you want to create an experience they will remember. When it comes to hospitality TVs, you shouldn’t think of it as an accessory that guests no longer need; it’s an extension of what they want. Which is choice. If I booked a room in your property, would I be able to watch movies on-

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Time

In a way, it’s ironic that the first snippet of television centred around a ventriloquist’s dummy; modern TV is still populated by ‘talking heads’. Is television in 2018 so different from the old Punch & Judy puppet theatres? Audiences are still captivated by conflict, foul language and broad stroke comedy. Instead of throwing rotting fruit or sweet-smelling flowers, audiences now react to their entertainment on social media but the impulse is essentially the same. One thing certainly has changed for modern day audiences though, and that’s the element of choice.

The evolution of Hotel TV Feature

First Adopter

Streaming & Mirroring

Consumer

OTT (Over the top)

Consumer

High definition IPTV/RF

Consumer

Standard definition IPTV

Hotel

RF Video On Demand

Hotel

RF Interactive Services

Hotel

RF TV Channels

Consumer

demand? Could I watch Foxtel or something I may not have access to at home? Can I stream my own devices? Can I mirror the screen to my laptop or phone? Do I need an HDMI cord or is the wifi strong enough? These are the questions running through guests’ minds when they enter a guestroom for the first time. There’s nothing quite so sad as a huge TV in a hotel room that’s useless because it doesn’t stream, mirror or have access to any decent channels.

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t technology Hospitality TVs:

Industry views Brendon Granger from Technology 4 Hotels said: “Throughout the history of hotel TV, there have only been a few occasions where the hotel TV solution wow’d the guest, and this was many years ago. Video on demand allowed hotel guest to watch new movie releases and the adoption of IPTV allowed the hotel to offer consistent channel quality across the entire hotel. Before this, the coax RF-based solutions varied from acceptable quality to snow! “However, the consumerisation of technology (with the release of the smartphone) has meant that the consumer has led the way in entertainment technology for many years now and hotels have struggled to keep up. “Guests now have access to more content than they had ever dreamed of and from anywhere. Today we are at the streaming/mirroring point. Many brands offer streaming and mirroring for Android users. Apple TV offers streaming and mirroring for iOS and Mac OS. Neither solution works with the other. Chromecast bridges the gap to a certain extent as it works on both Android and iOS but you can’t play content from iTunes via Chromecast. “Whats next? I think app-based TV (the apps may not necessarily be on the TV) will be the next big thing. Do you still cast or stream content at home anymore? If you have a smartTV with apps the answer is probably ‘no’, you just turn on the TV and open Netflix or ABC iView, etc. What if you could do this is a hotel? Not by signing into your account on the app on the TV itself. This can be too hard with a hotel remote and is it secure? Let's say there was a device in the room, like an Apple TV, that allowed you to upload your apps and your profile to it simply but taping your phone on it. Then the apps displayed on the TV have your credentials. So it's just like you are at home. Of course, the device that has your data on it needs to automatically clear down of all of your credentials, settings, content and any app you downloaded on your check-out. The device should be restored to a standardised per property configuration and, of course, these devices should be remotely manageable and updateable. “On top of this, voice control is coming of age. It will be the next major form of navigation and locating content. Voice control is already built into products like Apple TV and is being built into TVs.” Michael Carvosso from Westan Australia said: “The key thing we see in in-room entertainment is the move away from a traditional movie system or VOD provider, which is having a few different flow on effects. Firstly this, in many ways, makes our lives and the hoteliers lives more complicated as there were companies that provided a role in project managing the installation and configuration of the TV and without them it requires more specialised installers to achieve full functionality from the TV; this is something hoteliers should think about as modern hotel TVs are not just ‘ hang and bang’ products. “These same companies are re-branding themselves as hotel technology providers, making it more about the service and not about the content. I wish them well as with their expertise they are valuable partners in the

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hotel space; hoteliers should think about using them as such. The TV has a bigger role to play now with guests wanting BYOC and BYOD. TVs with Netflix can let guests access their account from within the hotel room and with an onboard casting app, can support both Apple and Android casting devices. The TV can also double as a digital compendium but, again, a skilled installer, reseller or partner needs to work with the hotel to guide them through this process. “What I see is the whole in-room entertainment ecosystem changing and resellers that are not tech savvy, who just fulfil an order from the hotel, are not equipped to handle the demands of a modern rollout no matter what brand of TV is being used. “If you cannot stream high quality video then a 4K TV is a bit pointless, not to mention we don’t even broadcast Full HD TV (1920x1080) so you can’t even watch free to air TV at the resolution of a 4K TV. However, there is an argument for future proofing; hoping that someday our infrastructure catches up to our display technology and if you are buying commercial grade hotel TV you are buying them for an intended lifespan of five years perhaps we can get a decent internet infrastructure in the next five years and maybe even a decent free to air broadcast signal. “The technology in the TV has to keep pace with the technology in the device. It has to support latest video and audio formats, video encryption technology, video compression technology. The TV has to evolve with the devices casting to the TV.” Gary Donovan, national vertical manager – hospitality, from LG said: “Most hotel operators know that guests are using their own devices in-room. Hotels that can offer a familiar experience by allowing guests to connect to the hotel TV via their personal streaming accounts will create a more satisfying experience than those still offering the same set of cable channels from 10 years ago. Products that enable the smart TV experience by allowing guests to access their Netflix, YouTube or other streaming account are in high demand right now. “High performance internet is very important for any hotel. We know about the importance of free, high-speed WiFi for guests, particularly corporate travellers. But the truth is most hotels operate many different types of hardware that connect to the network, from TVs and routers, to printers and POS systems. With hotels embracing IP-based solutions for their guests’ in-room entertainment, it’s imperative that internet speeds can keep up.” By Rosie Clarke, Industry Reporter

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t technology Conference Equipment:

How to easily attract corporate guests

WE TEND TO TALK A LOT ABOUT THE NEEDS OF YOUR LEISURE GUESTS AND HOW TO ATTRACT THEM, BUT WHAT ABOUT BUSINESS GROUPS, EVENTS AND CORPORATE CLIENTELE? This is a huge marketplace that even the smallest accommodation should be targeting. There is a fair cross-over of desires and needs between leisure and corporate guests but don’t miss out on valuable guest opportunities… When it comes to business guests, carefully consider what they have on their list of priorities... Both individually and as a corporate event attendee. High speed (free!) internet connectivity. Fast internet is probably the most important modern hotel service for all travellers but especially those on business. It is vital that they can easily and effectively communicate, collaborate, and share with colleagues back at the office.

There’s nothing more annoying than attending a business conference at a hotel, sitting down to answer emails and finding there’s no free wifi. Location. Are you close to transport links? Good parking? Business guests want handy locations. You can’t always help your landscape, so if your entrance is hard to find make sure your website has easyto-follow directions. Are your facilities accessible to all? Not every businessperson is able walk flights of stairs or roam through a maze of conference rooms. Make sure you have adequate signage and wheelchair access. Workspace. All business travellers need some peaceful nooks to work in, so provide a variety of small and large spaces beyond your guestroom, separate from the hustle and bustle of a lobby. These hotspots should be equipped with wifi, and essential items like deskspace and lamps, so guests can work or host meetings on the hop. Facilities. Do you have conference/classroom facilities? If so, how big and how adaptable are they? An ideal conference facility has a spacious, clean layout as well as a pleasant aesthetic, good acoustics, access to catering, refreshments, fresh air, and bathrooms.

Essentials for conference event rooms Provide good lighting as windows can be problematic and distracting in a conference room but people do work better when exposed to nature, so get the balance right and make sure the lighting in the room can be controlled to suit the use of screens and allow presenters to adjust the level of light in the room. Indoor plants or natural decorations can bring a calming element to an otherwise stark business room. Air-conditioning and heating are, of course, must-haves! Always ensure the comfort of your corporate guests and do not forget to provide water, hot and cold beverages and snacks. Oh and don’t forget an air purifier, clock, and coffee machine. Comfort is king and keeping business guests awake during conference events is always much appreciated.

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technology t supplier profile SICO® SOUTH PACIFIC

Saving money and time with portable meeting room staging

Images: Novotel Sydney Olympic Park

Portable staging is a necessary piece of conference space equipment to elevate the speaker and create focus in the room. So what is the best way to set a stage for a conference space? Is it a low single height row or tiered for maximum focus in the room? When it comes to investing in the right stage system there are a few points that can help your venue provide your clients with endless configuration options. Investing in a mobile staging system ticks all the boxes when it comes to saving time, space and money. One staff member should be able to move units in and out of storage and set up the stage safely and with ease. The equipment should be easy to use for safety and the longevity of the stage. An all in one unit will minimise lost and damaged tools and components needed to set up and take down the stage. SICO® South Pacific has manufactured and supplied portable staging products to hotels and convention centres for over 30 years. Their options range from small meeting room staging to large scale performance options. SICO was selected as the staging supplier for the newly built International Convention and Exhibition Centre in Sydney which included a range of meeting room staging right up to the centres large performance stage. SICO’s conference room stage is the SICO 1800 Series Portable Stage. Designed to be handled and set up by just one person, each stage unit is self-contained so there is no need for bulky decks or frame storage trucks. Customising SICO® staging to suit your décor is easy with a large choice of carpet and stage drape colours which can also be customised with your logo. Additional accessories include portable steps, wheel chair accessible ramps, guardrails and portable stage backdrops all which provide a fully portable set up. “After 30 years we like to think of ourselves as our industries go to source for quality portable staging. Our 1800 series unit is specifically designed for use with a conference space and is preferred by our clients for its ease of use and built in safety features.” Said Barry Shepherd – General Manager at SICO® South Pacific. GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

t technology Conference Equipment:

Technology A technology checklist includes many of the following must-haves: •

Smartboards – the combination of a digital whiteboard, computer, and a projection screen that connects to a printer, so all the notes can be printed at the end of the meeting - efficiency and convenience at its finest.

•

Speakerphones – having speakerphones that can project loudly across the conference room is imperative.

•

Digital presenters – modern digital presenters, where a video camera replaces the old Fresnel lenses, and 3D projections are the result.

•

Peripherals for a monitor - cables and adapters or wireless resources, such as Apple TV, all need to be ready to go.

•

Video conferencing system - high-tech video conferencing systems make sure everyone is on the same page.

•

Commercial projectors.

•

Speakers and microphones - speakers should be kept in the ceiling, spaced for even sound throughout the facility, microphones should either be placed at either end of the table, near the projector screen, etc., or at each chair depending on the expected use of the room.

•

Multiport USB chargers – everything else pales into insignificance if guests can’t charge!

Furnishings A furniture checklist includes many of the following must-haves: Office furniture that works comfortably, both in their guest room and in conference and meeting rooms these guests require a proper desk and office chair. They must be well positioned close to multiple power points, and internet cables.

Screens for privacy and soundproofing. Conference tables: round tables signal equality; a horseshoe is perfect for training and a long table is a great multi-purpose option. Or consider combination pieces that fit together to give your conference organiser/ meeting leader options. Rubbish? Often overlooked, a bin will encourage people to clean up after themselves and keep the room tidy. Chairs to make sure that everyone is sitting nicely in plush comfort. Keep it professional and matching or glam it up with mixed styles, you also must consider how easily these chairs can be stored. Furnishings must be practical, durable, lightweight and storable.

Other top tips to set you off on the best corporate track… It might be just a conference or meeting to you but corporate guests may have to spend several hours in this space, so never slack on design. Make sure your brand’s personality shines through in style colour and ethos. Whether your style is classic, modern, quirky or completely out-there, your boardroom needs to be fitted out with stylish furniture and equipment and personalised with custom artwork and accessories. By Mandy Clarke, Industry Reporter

Re-invent your conference space SICO general manager Barry Shepherd told AMG that the company offers a range of mobile folding conference furniture. “In particular, our mobile folding tables are specifically designed so hotels can reconfigure conference spaces quickly between room bookings or even short breaks to keep it interesting for delegates.

The SICO Pacer Table allows tables to simply fold up, move around and lower down into use where ever they are needed by one person. The Pacer comes in a large range of modern laminate colours and shapes to suit every facility size and layout. “We have supplied the Australian hotel industry for over 30 years. Our staff are highly dedicated and trained on all aspects of mobile conference furniture design and space layout. Our clients rely on our ingenuity and professional advice when purchasing multipurpose operational equipment such as tables, staging and chairs.”

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His top tip for having the most impressive conference facility in 2018? “It takes little effort to reinvent your conference space with the right mix of multipurpose tables. Look for new ways to configure the room layout to keep it interesting for your delegates and clients between meetings and events.”

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technology t Small Appliances:

It’s a small world after all... EVERY MILLIMETRE MATTERS DUE TO THE DUAL DRIVERS OF SKY-HIGH REAL ESTATE AND THE PUBLIC’S PENCHANT FOR BOUTIQUE PROPERTIES.

Tips to avoid the seven sins 1.

Hair-dryers: ensure the hair dryer is easy to hold above head-height, the cord isn’t too rigid and stretches to the power point

Irons: look for models with auto shut-off for peace of mind

Kettles: test before purchase that it can be filled from the bathroom basin

Clock radios: specify day-light saving mode and a onceonly alarm

Kettles have shrunk and there’s myriad more choices. Where once there was just the 1.7 litre, now suppliers have risen to the challenge with multi-faceted points of difference.

Vacuum: pick a cord that reaches along corridors and wheels that push through plush carpets

This is a win-win: as smaller models fit snugly under the faucet, it eliminates guest gripes that the kettle can’t be filled from the basin tap.

Ironing board: choose one light enough to hang on the coat rail and stable enough to withstand a bump in the night

Travel adaptor: check that it’s universal and covers guests from all nations

Initially, clients were focussed solely on cost. That conversation has changed. Increasingly, compact and curated are the key words we hear from clients. It says a lot about the end of austerity in the accommodation economy, but more so it reflects the trend to trim. Providers are shaving millimetres wherever they can, seeking economies of space. As floor-plates shrink, so must room accessories.

Clients are turning away from the super-sized domestic appliances, more at home in the family kitchen, seeking a bespoke appliance that reflects their brand. If the hotel brand is aimed at the single traveller or the romantic weekend, the last thing the guest wants to see is the bright green, plastic boiler. Two cups of water is usually the most a guest will boil.

A hotel riddle “What’s smaller than a toaster, gives you four cups of tea, fits in a tight spot and hardly uses any energy?

The shrink-ray has blasted in-room accessories. The iron that takes up little cupboard room has become a neat accessory with a sole plate the size of a bread plate; the clock-radio received a wake-up call, compressed to fit narrow spaces with Bluetooth, android and smartphone compatibility; the reign of Lilliput has also influenced the bar fridge.

“The answer to this hotelier’s riddle is the Nero Delia kettle,” revealed Robert Weatherdon, managing director of R. Weatherdon and Company.

We are looking towards the additional thirty percent of new hotels slated for Sydney Melbourne, Brisbane, and Perth by 2022, based on CRBE data, a significant portion of which will be in the lifestyle category.

“A cuppa, while so simple, is often all a guest wants in the room, making the kettle a touch point to the brand experience.”

“Delia ticks all the boxes: a concealed element and auto-shut-off provide safety and peace of mind, as polished stainless steel points to modern, minimalist style.

Product features: 160mm height, 70cm cable length, and 0.8 litre capacity.

Burn the floor The perennial debate among housekeepers, when it comes to vacuum cleaners, is dust-bag or barrel-version with floor-care preferences unique to each property. The 500-room property with plush-weave will favour a vacuum that goes the distance before it needs to be emptied, whereas a 25-room hotel with black-hardwood floors, will lean towards more compact models. When the humble vacuum cleaner first lumbered onto the market in 1901, it was one for all and all for one; they were cumbersome and made for heavy lifting. I credit part of the shift towards lighter, more ergonomic designs to the awareness of workplace health and safety. By Robert Weatherdon, Managing Director, R. Weatherdon & Co. GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

m marketing Franchising:

The positives of franchising THEY CALL IT A ‘MODEL’ FOR GOOD REASON; THERE’S A LEVEL OF PROFESSIONALISM, SHOWMANSHIP AND INFLUENCE THAT COMES WITH A FRANCHISE.

Been there, seen it all Many independent owner-operators and managers come into the industry fresh from completely different careers, learning the accommodation ropes as they go. Franchises are well-versed machines that, in many cases, have been operating accommodation in Australia for decades. They tend to offer in-house training and ongoing support where needed; they have a wealth of information and have ‘been there, seen it all’, which offers reassuring appeal to new faces in the sector. Not to be sniffed at either, being part of a franchise network means that operators have a network of other operators they can connect with, vent to, advise and receive tips from. The management tiers that come with many of the franchise chains also provide a support system for any issues that arise whether it’s trouble with an OTA, a guest or the property itself. Sharing tips and tricks with properties similar to your own that are scattered across the country but share a common interest in being part of the same brand, is a luxury when you are used to viewing your neighbours as the competition. It expands the notion of loyalty from a concept limited exclusively to guests, to one that includes not only fellow properties but a much wider vicinity of local business.

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Venturing out into the big, wide world When it comes to the ‘little guys’ in more rural areas, particularly the independent properties, trying to stand out on online travel agencies and social media to target a fair share of guests is an uphill climb. Of course, there are ways – whether outsourced or in-house – that independent properties can maximise outreach, and very special properties can try to rely on word of mouth. However, joining a franchise solves a lot of the problems independent owner-operators face. Many look to join a franchise because they crave access to more extensive marketing and booking parameters that these networks can ideally offer. In that same vein, choosing a franchise to join has its own set of complications but the key factor in the decisionmaking process should always be, ‘which franchise best suits my property?’.

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marketing m

Cross-sell, up-sell, marketing as well Franchise networks frequently boast some sort of loyalty network of scheme. For guests, this incentivises them to stick to a particular brand; for franchises, this means repeat business and shared guests with other franchisees. Business guests who can accrue points, etc., on work trips are more likely to return with their families and book direct. Franchises will also tend to have a property management system of choice, either their own or a recommended supplier. This allows them to cross-sell and create marketing campaigns, coordinated across all platforms, that will encourage guests to book with any of their franchisees. Teamwork makes the dream work; this holds especially true with franchises, where a fellow franchisee can create such a luxe experience for their guest that it convinces them to book with you because you share the same brand umbrella. The cross-pollination of guests is especially terrific for properties in competitive areas, where guests are likely to ‘go with what they know’. Which brings us to the next benefit…

Reputation, reputation, reputation Perhaps even more than location in 2018, reputation is everything. With the likes of Uber making it easier than ever for tourists to reach tourist destinations, being right on the doorstep of a hotspot isn’t the drawcard it once was. Having a good reputation, on the other hand, can secure you fast bookings any day.

in, the easier it will be to avoid disappointing (and then to impress) guests. With a franchising agreement, these guest expectations are pre-ordained and pre-managed. As a franchisee, there is no ambiguity or confusion surrounding guest expectations. There are very specific standards in place that, when maintained, will meet those guest expectations at every turn. So anything an accommodation provider does to go above and beyond those expectations will hit home. Typical guest expectations for a franchised property will usually involve standardised services like mattress quality, free wifi, room service or convenience food, particular amenities, etc. Some of these are things that can be more difficult for independent properties to provide off their own bat. Free wifi in particular is something that can be expensive and difficult to manage but is made easier by having a third-party or franchisor supporting it. In the end, that is the draw of a franchising agreement: it allows independent properties the chance to market themselves and offer services they wouldn’t otherwise be able to afford or have the time to implement. It is not for everyone though, the franchises themselves are the first to admit that. There is a lengthy selection process for every brand looking to acquire new franchisees. By Rosie Clarke, Industry Reporter

While independent properties have to start from ground zero when it comes to reputation, building on guest reviews and trying to create high standards of quality; franchisees benefit immediately from the reputation of a parent franchise. They also have a predetermined set of quality standards that they must meet; so there’s never a question of ‘what are we doing wrong’.

OTA commission rates Incentivise direct bookings all you like, guests will continue to check room prices on Booking.com and TripAdvisor. That said, it doesn’t take much to realise that losing the business of a company with 100+ hotels is going to put more of a dent in an OTA’s bottom-line than the loss of a small boutique hotel. It makes sense that franchises often have power to negotiate lower commissions on behalf of their franchisees. Having said that, it is still possible to win the game of OTAs if you are independent, so long as you have the right social media savvy, marketing ingenuity and some very vocal guests. Another ‘pro’ relating to bookings, is that larger accommodation brands often have successful strategies in place for increasing direct bookings. They also tend to have the available resources to ‘experiment’ with different advertising campaigns and techniques. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, most people tend to know that big brands offer free wifi or complimentary items to whoever books direct. The hurdles are greater when you are going it alone because social media savvy and marketing ingenuity are not things that can always be grown organically, they cost money.

Expectations The temptation when marketing a piece of accommodation online, or anywhere for that matter, is to romanticise it and make it sound more impressive than it is. However, the more realistic the expectations going GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

m marketing supplier profile QUEST APARTMENT HOTELS

Franchisees key in Quest to be the best From humble beginnings 30 years’ ago, Quest Apartment Hotels is now recognised as Australia’s leading business accommodation provider. Central to the rapid growth from one Melbourne property to now more than 160 properties across Australia, New Zealand and Fiji has been the business’s successful franchise model. Opening investment opportunities to people who share a passion for the brand and commitment to outstanding service delivery is a proven way to fast-track business growth. Quest Apartment Hotels continues to rapidly expand its network, opening between four and ten new businesses every year, regardless of economic or property cycles. Last year, Quest announced the establishment of its first UK property, opening in Liverpool in early 2019, with a view to open ten properties within the next five years. Quest general manager for Franchise Operations, David Ridgeway, attributes this growth to Quest’s trusted reputation for consistently providing travellers with outstanding quality of service, both in terms of amenities and personal service. “Our commitment to provide consistency of standards and customer expectations across all of our properties ensures we are a destination of choice, with our guests reassured by knowing what to expect, regardless of the property size or location, “ Mr Ridgeway said. “Critical to our success is the partnership between Quest and our franchisees. Investing in a Quest franchise is an investment in a way of life. Our franchisees need to be people-oriented, energetic and committed to upholding the Quest business model, which is why we undertake a thorough assessment to ensure each location is operated by the right franchisee.” To assist in achieving best practice across the Quest brand, Quest Academy delivers a mix of engaging and interactive training for new and experienced franchisees, as well as Quest staff. The six-week foundation training program combines a mix of e-learning, systems training and hands-on learning at various Quest hotels, with franchisees learning all aspects of the business, from front desk duties to financial planning. Further training programs are scheduled nationally in key geographic hubs to enhance accessibility, with topics tailored to meet the requirements of more experienced franchisees. Mr Ridgeway said the establishment of the academy was a natural progression for the company and would transform the culture of Quest to become an industry leader in learning and development. “Our training is responsive to the needs of our franchisees and the fluid business environment we operate in. Arming our franchisees with the best tools for training and expert advice will continue to drive the success of the business,” he said. Franchisees are also provided with a comprehensive operations manual, outlining policies, procedures, resources, and training materials. Franchise Relationship Managers offer field support and continued advice in areas such as operational management and planning, financial management and monitoring, compliance, and stakeholder engagement. Experienced franchisees can also expand their property portfolios through Quest’s Franchise Accelerator Programme, partnering with hospitality rising stars being fast-tracked to realise their franchisee aspirations. “This continued expansion of operations ensures company growth, personal development, and a supported environment for the next generation of franchisees,” Mr Ridgeway said.

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“Our commitment to provide consistency of standards and customer expectations across all of our properties ensures we are a destination of choice, with our guests reassured by knowing what to expect, regardless of the property size or location.” – David Ridgeway, GM Franchise Operations, Quest Apartment Hotels

Husband and wife team Brent Howard and Ann Crowhurst attribute the success of their Quest St Leonards business to the supportive Quest network. Just a year after launching the Sydney business, their property was named Quest’s 2017 NSW/ACT Regional Franchise of the Year. It was a significant achievement given neither of the couple had previous experience in the hospitality industry, with Ann working in senior sales and marketing roles, and Brent previously working in procurement and managing two Grill’d franchises. Keen for a new challenge, the couple undertook extensive research into various franchise businesses, deciding on Quest due to the business’s vision and success in establishing itself as a national brand. “The Quest network has provided us with advice and support every step of the way, which has enabled as to tap into experts with years of experience that has been invaluable,” Brent said. “We also focus on our staff, making sure they are empowered in their roles and feel like part of our Quest St Leonards family. When it comes to our guests, they of course are paramount to our business, so we are constantly evolving and listening to feedback so that we can create a better and more personalised experience for them.” Both Brent and Ann are looking forward to a long partnership with Quest Apartment Hotels. “The Quest franchise system offers you a proven business model that has been successful across Australia. The people in the business are supportive and encouraging and it’s a very exciting time to be part of Quest, with international growth planned in the future,” Brent said. For more information about Quest Apartment Hotels and franchisee opportunities, www.questfranchise.com.au

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BE PART OF SOMETHING BIGGER QUEST FRANCHISING: A PROVEN & SUCCESSFUL BUSINESS FORMULA As Australasia’s largest apartment hotel operator, Quest is a brand business travellers have come to rely on for 30 years. We’ve created a business format franchise model that removes some of the challenges to achieving success in small business, with the support of one of Australia’s most recognised brands.

Visit questfranchise.com.au or call 1800 809 913 GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

m marketing Franchising: Quest

AMG spoke to Quest about the positives of franchising... BRENDAN DU KAMP, QUEST GEELONG FRANCHISEE, SAID: “I started my career with Quest in a management role at Quest Docklands, where I gained a solid understanding of the value the brand offered. Quest offered me outstanding training opportunities and mentoring, which helped me gain an understanding of the business from the inside out, and to develop the confidence to become a Quest business owner. Taking the next step in becoming a Quest franchise business owner was a great opportunity for me and my family.” The process of purchasing the franchise “was fairly daunting, as I had never been a business owner before”. “The support offered by Quest, and the establishment team in particular, was vital in helping me to seamless establish the business.” Brendan said his experience since joining the brand has “been extremely positive”. “I really believe in our product and the value Quest offers its customers. Quest’s corporate office offers tremendous support, which gives me confidence in the running of my business on a day-to-day basis. I also like having the ability to share ideas and advice with other Quest franchisees across the network.” He offered the following recommendations for other potential franchisees in the industry: “I believe it’s important to work with a brand you truly believe in, to know what it stands for and who it best serves. When you have established your business, you need to own your relationships with key people and clients, making sure you are always available to support and educate.” AMG asked about the biggest challenge he faces in the industry right now… “For me, the biggest challenge is in maintaining relationships with key clients, rather than losing them to third-party websites. Heavily marketed third-party booking sites have always existed, and now more than ever are trying to own the booking process. It’s essential that I have the technology and the reach to maintain my guest relationships.”

huge leap mentally, Quest’s franchise business format model provides framework for those who are ready to take that leap. As a franchisee, you can make decisions and run with them. There’s an agility and responsibility that comes with running a small business. It means you have the opportunity to understand your key corporate clients needs and be very responsive to your guests and discover what works for your business, while still operating under the business format franchise framework and support offered by Quest as a franchisor.” AMG asked if there are any issues within the accom sector (OTAs, Airbnb, etc.,) that he thinks franchises are better equipped to inform or help managers with… “At Quest, we understand our core business is the extended stay corporate traveller, and we have developed the expertise and knowledge to provide personalised care for this market. As a franchise business owner, it’s essential to develop ongoing relationship with your key corporate clients and customers to provide a great guest experience. A franchise business owner will go the extra mile to maintain a long-term relationship.” David offered the following suggestions of where to start for new managers confused about all their options: “For those who have a genuine interest in becoming a franchisee, a great first step would be to contact the Quest Franchise Establishment Team, who are more than happy to discuss the process.

David Ridgeway, Quest general manager – franchise operations, said:

“Quest also regularly hosts Franchise Insight Seminars in capital cities. These seminars provide a great snapshot of the things that need to be considered in becoming a Quest franchisee, including learning about the franchise business format model and developing a better understanding of the accounting, legal and finance aspects needed to invest in your own business.

“When you go from being an employee to a business owner, it’s a

By Rosie Clarke, Industry Reporter

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NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

marketing m Franchising: Next Story Group

AMG spoke to Next Story about the positives of franchising… NEXT STORY MANAGING DIRECTOR JOHN WARREN, AND FRANCHISE SUPPORT MANAGER JEFF CLAXTON, SAID: “The continual popularity and appeal of franchising is driven around new models or product offerings. In most cases, people looking to go into business for the first time will consider a franchise model because they believe that a franchise model is a tried and tested model. This gives them a sense of security knowing that the franchisor has also got a vested interest in the brand. The power of the brand and expertise of the business will ensure they are successful whether this is the first time in business or they are a previous business operator. “Most people going into a franchise arrangement understand from the terms and conditions, that they will be required to pay a royalty or service fee for the use of the franchisor’s identifying name or trademark. Being with an experienced franchisor/ operator provides franchisees with the confidence and backing of a proven concept and a brand with a good reputation. Having the backing of a franchisor and being offered a product, service and trademark, as well as the entire business concept is why franchising as a rule, continues to be popular amongst small business operators.

inbound and outbound contracts on behalf of franchisees to ensure the strongest result is achieved, whilst also supporting their revenue management. With the franchisors involvement in these issues, it allows the franchisee valuable time to get on with running their business. “A Franchisee will get a quicker update to any online reputation or guest feedback on such sites as bookings.com, TripAdvisor or Expedia just to name a few. Being part of an organisation that is digitally savvy enables franchisees to be bestin-class with expertise in marketing, superior reputation management, training, online reviews and developing their social media presence.

John and Jeff offered the following tips:

“The most important tip or suggestion to anyone “With systems and support in place such as considering signing up to a franchise business marketing strategy, operational standards, is to do their research. Start by researching the systems, training, quality control, guidance, brand to find out vital details about the franchise Next Story managing director John Warren ongoing assistance and supervision provides these company, as well as initial fees, investment and operators with the skills that they typically would obligations. Visit the website, visit some of the locations and discuss not receive by being in business on their own. It’s all about the systems any issues or concerns with both existing franchisees and the brands and expert support that Next Hotels & Resorts provide to ensure a franchise manager. Obtain an information/franchise pack to read and successful outcome. we recommend getting external advice from both financial and legal AMG asked whether there any issues within the accom sector experts. Make sure you read and understand the Franchise Disclosure (OTAs, Airbnb, etc.,) that they think franchisors are better Document (FDD) and Franchise Agreement before making a final equipped to inform prospective franchisees on? decision. “Our franchisees are better equipped to understand and work with OTAs and the GDS than other ‘only online’ organisations, such as Airbnb through Next Story Group’s online distribution capability. Next Hotels & Resorts has a strong relationship with the OTAs and manages

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By Rosie Clarke, Industry Reporter Disclaimer: Regardless of anything quoted above, Next Hotels & Resorts, a subsidiary of Next Story Group, always recommends obtaining independent legal and financial advice before committing to any franchise business venture.

AUTUMN 2018

r refurbishment Case Study – Accor:

Design excellence with Accor Pullman and ibis Hotel Brisbane Airport

THE OPENING OF TWO BRAND-NEW, BEAUTIFULLY APPOINTED HOTELS AND A CONFERENCE CENTRE AT BRISBANE AIRPORT, OFFERING FIRST CLASS AMENITIES IS A RECENT ACCOMMODATION INDUSTRY HIGHLIGHT. After five years of planning, Accor Pullman and ibis Hotel Brisbane Airport welcomed guests late last year. The Pullman and ibis brands are part of the AccorHotels group, offering a range of luxury to economy accommodation throughout the world. The Pullman brand is high-end, mainly targeting cosmopolitan travellers

who enjoy combining work and pleasure. In comparison, the ibis brand offers guests home comforts: “Comfortable and well-equipped rooms as well as modern design, targeting the economy traveller.” The hotels are conveniently located within walking distance to the Brisbane Domestic Terminal and this is a major draw card. Furthermore, these hotels and the conference centre present a refreshing and welcome change from the traditional budget airport accommodation choices. The project, designed and planned by architect, Noel Robinson and built by Watpac Construction, and from the initial schematic design right through to the final touches on the interior design, the “aim was for the hotels to bring together pleasure and business”. The project achieved this by providing first-class restaurants, magnificently appointed rooms and suites, executive club lounges as well as a free-form swimming pool. Presenting refinement and class, Pullman is the first five-star option for an airport stay in Brisbane. The seamless modern design is sleek, elegant, and smart, with features that include the ingenious bar top wireless charging zone for phones – yes guests can multitask while sipping a cocktail!

Who was behind the interiors? One of the country’s leading turnkey furniture and hotel FFE suppliers, PPS Tailored Furniture Solutions; recently completing the design, manufacture and installation of the total FFE solution for 375 rooms, common areas and 500 seat conference centre for this project.

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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 Case Study – Accor:

Project developers, Flynn Property Group and Scott Flynn properties engaged PPS. Developer Scott Flynn stated: “We had worked with PPS on prior projects however due the significant scale of this project we felt we needed to award the tender to a company that we could count on. We felt very comfortable in PPS delivering the design intent within a timely manner which is what they achieved. We worked very closely with PPS to improve the furniture package and are delighted with the sophisticated and elegant outcome we have today.” Simon Schlegel is the general manager of Pullman Brisbane Airport Hotel, a respected and experienced hospitality professional who has worked for several large hotel groups in amazing cities around the world. He was also fortunate enough to be a part of the G20 Australia World Leaders Summit, and he delivered diverse experience and knowledge to this project. He proudly told us: “Both hotels have been designed with the modern traveller in mind drawing on technologic innovations. Pullman Brisbane

Airport has drawn inspiration from classic five-star hotels of the world with a modern and elegant twist, from the lobby through to the suites the interiors are warm and rich to create a feeling of complete sophistication and unrivalled grandeur. The hotel uses Italian granites with magnificent free form reception pods and bars which provide an amazing sense of arrival. “Apron, the Pullman’s five-star restaurant provides diners with a boutique, intimate first-class dining experience. The rooms and suites are magnificently designed and include open-plan bathrooms that fold out into the rooms which enjoy luxurious bedheads and elegant furnishings. “To compliment, the rooms feature floor-to-ceiling glass windows that deliver views across the CBD, Moreton Bay and the Airport. The specialised feature lighting provides prominence to the rich window furnishings throughout the property and highlight the freeform architectural elements.” Peter Mara is the general manager of ibis Brisbane Airport with over twenty years’ experience, working around the country in operational and management roles in hotels, restaurants, bars and casinos, Peter returned to Brisbane to take up this position. He said: “The ibis is modern and tastefully decorated with rooms that are well-planned. Our hotel tells a story about the history of the land through our Cribb Island Beach Club, which pays tribute to the former to the Brisbane Airport (known as Cribb Island) with a series of images. It also draws from the Queensland beach culture with a vibrant vibe.” The Brisbane Airport Conference Centre can be found in between both hotels and, with a hospitality career spanning over 25 years, Brisbane local David Dewar is the manager. David never expected that becoming a hospitality professional would have him meet billionaires to rock stars, and everyone in between. He reports that his career highlight is meeting The Dalai Lama, when he visited!

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refurbishment r

David said: “This is a great location within walking distance of the Domestic Terminal. Our state-of-the-art conference centre pays tribute to its environment with aviation artefacts and a series of images of the international airports that our conference rooms are named after. The Sky Lounge Rooftop Venue has also been widely received by guests, photography groups and plane spotting enthusiasts due to the stunning views across the airport, Brisbane CBD and Moreton Bay.” The arrival of ibis Brisbane Airport and Pullman Brisbane Airport as well as the conference centre has been enthusiastically received. Not just because of the convenient location, or because they are perfect for an overnight stop while transiting or catching an early morning or late flight but also because of the impressive attention to detail of the hotels’ design and interiors. Guests especially like the comfort and luxurious style of the guestrooms and the design excellence of the bathroom space. Both managers have also been delighted by the feedback praising their “friendly, personal and genuine service”. Alex Penklis is one of the most experienced tourism executives in Australia has succeeded at some of the most challenging roles in the industry. In his role as chief operating officer for Brisbane Airport Hotels Group he oversees the complete operation. Alex played a major role in the design, functionality, finance and construction of project. He stated: “PPS have recently completed the design, manufacture and installation of a complete FFE solution for 375 rooms, common areas and 500-seat conference centre. The entire project was smooth from start to finish. “Aside from their great service, their furniture is fantastic and has received rave reviews from our brand partners, staff and guests.” By Mandy Clarke, Industry Reporter

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AUTUMN 2018

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 effectively 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

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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

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gf guest facilities Pool Heating:

How to get your guests in the pool when it’s cool

IS IT A GASP-INDUCING ICEBOX OR HEATED, LOVELY AND WARM? As chilly weather descends, it's worth taking a few easy measures to ensure your pool area is delightfully enticing so you can make the most of your assets and keep guests happy year-round. Of course, you want to factor in the cost of keeping a heated pool running and maintained into the price of your accommodation. A beautifully heated pool is a luxury that you should be using as a huge selling point to your accom. Keep summer going for as long as you can.

2. Pool vibes on point If you want guests to use your pool make sure it is visually appealing and immaculately clean. Ensure there are plenty of clean deck chairs and umbrellas to use and the presence of staff members to tend to staff requests such as extra towels, drink and food orders.

Check out these tips to ensure your heated pool is a hub of activity all year round...

3. Inflatables It’s no secret kids love pools and even if it is freezing outside they will find a way to spend an hour or two splashing around in the hotel pool. When the water’s warm and the air’s chilly, they won’t want to get out! Make your littlest guests feel welcome with a bevy of pool inflatables to play with. These days you can get everything from giant flamingos and dragons to boats and inflatable thongs. Have a bit of fun with your selection and see your pool area come to life with colour and excitement no matter how grey the sky is.

1. Pool bar There is no bigger drawcard for parents or business clientele than a pool bar. A drink by the pool, whether you are going for a dip or not, is an idyllic way to unwind and relax. Don’t have a pool bar? Invest in an economical pop-up bar, which can be rolled out with minimal effort and staffing requirements. Why not add a pool menu to your list of options with easy to serve snack options to keep peckish guests satisfied between restaurant hours.

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4. Mix work and play Tempt business guests to make use of the pool area by providing suitable work stations poolside. Even if guests don't want to get their toes wet they may appreciate the poolside ambiance your facility provides. If suitable for your pool shape, you could add a swim lane for guests who want to swim off stress with a few laps.

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guest facilities gf

Regardless of the weather, make your heated pool a hotel facility that your guests feel comfortable to use no matter what the season.

Industry views Pool heating: what’s out there and which is the best? Sunbather CEO Tom Boadle shared his thoughts with AMG… “In the middle of an energy crisis, your decisions surrounding pool heating and energy conservation have a bigger impact on your bottom and sustainability line than ever before. Energy keeps going up, and pools have to remain warm, so you must keep a reign on the biggest energy load of any pool centre… the heating of water. “A little known fact is that the heating of a swimming pool consumes over 85 percent of its energy! Therefore, if you want to make serious dents in your energy bills then look no further than your pool heating.”

SOLAR ELECTRICITY + POOL HEATING ONE FOOTPRINT, TWO SOLUTIONS. A HYBRID PANEL THAT SIMULTANEOUSLY PRODUCES ELECTRICITY AND HEATING FOR SWIMMING POOLS.

“In the energy crisis of the 70s, the answer to cheap energy was solar. Today, history repeats itself and the answer is still the same. Why? because the sun’s energy is absolutely free and will be for a long time so it makes sense to capture as much of it as you can. Fossil fuel-based heating, such as gas and electricity, rely on cheap energy; however, that’s now a thing of the past in Australia. “If you are a manager of a pool centre, you are no doubt familiar with receiving these rising energy bills, particularly if you heat your pool with gas or electrical heat pumps. The solutions are fortunately very simple.” Supreme Heating marketing coordinator Bree Daniel shared her thoughts with AMG… “Depending where you are situated, the majority of swimming in Australia occurs outdoors between the months of October and March, when the weather is warm and the sun is shining. “Hotels, resorts, apartments, motels and tourist park properties are faced with issues such as the responsibility to make swimming facilities sustainable, rising energy costs, the destabilisation of the energy grid, and government legislation that could negatively impact the accommodation industry. GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

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gf guest facilities Pool Heating:

“When choosing a pool heating solution, it is in the best interest of accommodation managers and the industry that the first consideration is always renewable energy in the form of solar, or hybrid solar PV thermal technology, followed by electric heat pumps and gas heating. “Regardless of the chosen solution, the inclusion and use of a pool cover is always recommended.”

Hot tips for keeping pools that little bit warmer in winter Bree reveals: “Pool and spa covers are without a doubt one of the great inventions in pool technology. Once the swimming pool is heated, the best way to ensure the heat stays there all year-round is with a cover. A pool or spa cover performs a multitude of tasks. Increasing heat retention and eliminating evaporation by up to 97 percent are the most obvious. They also reduce the operating costs in terms of maintenance and pool chemical consumption while keeping out debris commonly found in pools, such as dirt, leaves and insects.” Tom suggests: “The answer to keeping a pool warmer in winter is definitely not to burn more gas or electricity, but to retain the heat you have already generated. Although solar won't completely heat your pool in winter, depending on your location, you must keep your gas and electricity heating bills to an absolute minimum by covering the pool with thermal blankets when not in use.

“In fact, of all the energy saving devices you can install on a pool, thermal pool covers have the fastest payback at around 18 months, particularly as energy costs rise. They work by simply trapping the heat into your pool using a high grade foam cover, much like you would insulate your home. “The only real limitation of solar is that depending on where you are in Australia, it may not heat your pool year-round. In Queensland, it is almost possible to do so, but in the southern states you will need gas or heat pumps to heat the pool over winter. This is where pool covers become a very quick return on your investment, probably the best investment you can make with your pool.”

Electric and gas… Tom explains electric heating: “Heat pumps use electricity to draw heat from the air and transfer that to the pool. They are great on-demand heaters and their efficiency is has slightly improved over time and they can be easily installed with little space required. “Some of the downsides of heat pumps are that they tend to work better in warmer climates as, by design, they extract ambient heat from the air. If the heat isn’t there, i.e. in southern states, then they will literally run non-stop trying to keep the pool warm. The biggest downside is that they rely on electricity prices, which is only going one way… up. Our message has been the same for 45 years, that heat pumps should always be used as a backup to your solar.” According to Bree, “electric heat pumps warm the water by extracting latent heat from the atmosphere, with 80 percent of the required power coming from the air. “The warmer it is, the better it works. This option, despite being very compact and low in installation cost, does incur a higher running cost than other heating systems. An inverter heat pump offers greater electrical efficiency as inverter technology allows you to vary or modulate the speed of the compressor - much like a variable-speed swimming pool pump. This maximises energy efficiency while keeping utility costs low, providing outstanding electrical savings and reducing your annual energy consumption. At a lower annual cost than gas heaters, electric heat pumps are popular for those wanting to extend their swimming season.” She adds: “Finally, gas heating is one of the most flexible solutions due to its capacity to heat the water up very quickly by using either natural gas or LPG, giving you the perfect temperature when you want it regardless of the weather conditions. Ease of maintenance and on-demand heating add to its popularity.” Tom notes: “Gas has been the most popular form of commercial pool heating in recent decades due to reasonably cheap gas prices and the ability to heat on demand and hold consistent pool temperatures yearround. Gas heat contribution is reliable and predictable in any state of Australia. “Again, things have changed with the rise of energy prices, and the limitation of gas is that it relies on a limited resource, a fossil fuel that will one day run out. Therefore, as with heat pumps, gas should always be used as a backup to your solar.” By Aimee Ley

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food & beverage fb Water Options:

Water’s not optional, so make the most of it WHETHER YOU’VE THOUGHT ABOUT YOUR WATER OPTIONS OR NOT, GUESTS WILL BE DRINKING WATER DURING THEIR STAY. Worst case scenario; they’re drinking unfiltered tap water that leaves them with a bad taste in their mouth and doesn’t benefit you at all.

your supplier to find out about the BPA content of your water bottles. Glass bottles are a great luxurious alternative if you want to avoid plastic.

Custom branded water bottles, explained… Industry viewpoint

So here are some thoughts in case you haven’t yet considered ways that you can not only monetise your water offering, but present guests with water options that leave them completely satisfied and utterly impressed...

Ross Files from Source Direct revealed: “In our experience, accommodation managers choose custom branded bottled water as a gesture of goodwill with the added value of reinforcing their brand or establishment name on the bottle.

Types of water

“Customers often take the custom branded bottles away with them so there is an element of longevity associated with the gesture. If they wish to extend their positive environmental image then perhaps they could choose a custom bottled water that is certified carbon neutral and promote this fact in their establishments.

The simplest form of water to take care of is boiling: you need to make sure your guests can make themselves hot drinks (or request them, at least). A decent kettle and safe in-room space to boil and pour should suffice. Ambient water is best served filtered (and preferably garnished or flavoured) in public spaces. The lobby is a great example; set some attractive jugs or beakers next to stacks of glasses or cups on the reception desk or near a seating area. If you have a restaurant or breakfast area, make water accessible between serving hours. Bubblers and water fountains are terrific public area solutions because they provide filtered water access to all guests, visitors and staff. Guestrooms can easily be stocked with water filters if you don’t have minibars or offer complimentary drinks. Sparkling water tends to be served in fancy little glass bottles but can also be on-tap in common areas and mixed with cordials or fruits for a more special impact. It’s a particularly versatile beverage to serve when you don’t want to offer guests alcohol or make alcohol available in guestrooms.

Is plastic okay? Bottled water requires a responsible approach, against the backdrop of the worldwide push against its use, while cities and institutions are banning the sale of bottle water outright, with mixed success. A research paper titled ‘The Unintended Consequences of Changes in Beverage Options’, published in the American Journal of Public Health found a total ban at The University of Vermont actually increased the number of bottles being thrown out. People just drank more sugary beverages – and consumers tend to reuse water bottles, but discard soft drink bottles.

“Most establishments (in all types of business nowadays) offer free drinking water to patrons. If the establishment patrons are from foreign countries they look for bottled water over tap water, etc., as bottled water has a better perception of safety (safe to drink). A bottle that is custom branded with the establishment name adds reassurance to the drinker that the water is safe. Also patrons seem to be more positive towards products that are certified carbon neutral and businesses that encourage recycling and positive environmental initiatives overall. “The water needs to taste good and be safe to drink. Offering a bottle of custom branded spring water beside the in-room kettle (for tea or coffee) for example would no doubt draw much appreciation as well as making the beverage taste better. “Custom branded bottled water has experienced huge growth in the accommodation and hospitality industry. It is not just for the large establishments. “We think the value of your own branding on a bottle of pure Australian spring water can never be underestimated. But sadly some managers miss this opportunity. The opportunity to add a certified carbon neutral custom bottled water should also not be missed.” By Rosie Clarke, Industry Reporter

Perhaps this means focussing on the bottle itself is advised. What is going to happen to those bottles after use, and what sort of care is being taken in their production? Making sure you have an effective recycling system inside your accommodation property is essential to minimise your carbon footprint. Remember that many international guests will be from countries or areas that don’t prioritize recycling, so it’s part of your job as a host to educate your guests as best you can on the importance of recycling etiquette here. Many plastic containers are now available BPA-free. BPA stands for bisphenol A, which is a chemical that has been used in the industrial production of plastics and resins since the 1960s, and can leach into food or beverages from containers. Enquire with GET YOUR FREE TICKET AT NOVACANCY.COM.AU WITH CODE: AMG18

AUTUMN 2018

er energy & resources Electric Vehicle Charging Stations:

Electric vehicle charging stations THANKS TO LOWER UPFRONT AND ONGOING COSTS WHEN COMPARED TO PETROL/ DIESEL VEHICLES, ELECTRIC VEHICLES ARE EXPECTED TO QUICKLY DOMINATE THE MARKET.

Installation of EV chargers is incredibly easy and should not take more than a day. Once completed, your EV charger provider will provide support and billing functions as required. As the property owner, you have the option to either charge users a low fee for the electricity they consume or provide the service free of charge.

In fact, by 2020, 102,000 brand-new EVs may be purchased every year, making up to 10 percent of the entire market. This uptake will increase the need for highly efficient, cost-effective, and safe EV chargers.

Distance to your property’s fuse box is usually the most important factor in determining where you will install your EV charger(s). A range of 15 to 30 metres is recommended, as longer runs of 40 metres are often not financially viable.

Often, EV charging solutions can be supplied for strata, apartment and other accommodation buildings at no cost. Companies that install EV chargers often offer a fully managed service, which includes ongoing support, insurance, maintenance and billing. You’ll also be automatically reimbursed for any costs you incur, and because the software used is automatic, you don’t have to worry about chasing up visitors for payment. Investing in EV charging stations for your accommodation complex can help set your property apart, appealing to prospective visitors who currently own an EV, or are considering purchasing one in the future. With the uptake of electric vehicles expected to increase rapidly in Australia in the coming years, EV charging stations will soon become an expected standard. Installing charging stations can also help your accommodation property increase its green/sustainability ratings, and create an eco-friendly, technologically progressive reputation. Before installation, your accommodation property will be evaluated by licensed electricians for the feasibility of installing EV chargers. This includes confirming the proposed installation site, reviewing electrical requirements, and preparing a scope of works. Your provider will put together a customised quote, and if you’re happy to go ahead, an installation date time will be agreed upon.

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Private car park and garage wall mounted installations are often the easiest and cost-efficient EV charger option for accommodation properties. Curb-side and pedestal mounted stations can be more expensive due to the additional trenching required to run conduit to the EV charging station. Tesla Designation Charging is one of the most popular EV chargers available, offering Tesla EV owners convenient charging at accommodation properties. By installing a charger at your property and joining the Destination Charging Network, your business can attract Tesla drivers. Eligible businesses can receive their first two Tesla wall connectors freeof-charge, provided they are installed in visible or convenient locations. Other popular EV chargers ideal for accommodation properties include the low cost yet incredibly hard wearing and impact resistant WallPod EV CommercialCharge; the floor mounted BasicCharge EV Pedestal; the heavy duty yet discreet SecuriCharge EV Wall Unit; and the efficient and user-friendly EV-Box BusinessLine. Incredibly easy for your visitors to use, EV Chargers give electric vehicle owners the added convenience of being able to pull up, plug in, and charge their EV while they stay, dine, or relax at your property. By Stephanie Jojart, Infinite Energy

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

energy & resources er Electric Vehicle Charging Stations:

Attracting electric vehicle drivers with new tech AS THE PREFERRED ENERGY CONTRACTOR OF ECORP PROJECT MANAGEMENT, INFINITE ENERGY IS PROUD TO BE SUPPLYING ALL THE ENERGY REQUIREMENTS FOR THE NEW GATEWAY ALKIMOS BEACH SHOPPING PRECINCT DEVELOPMENT. This includes three rooftop Solar PV Systems totalling 200kW, electricity supply to the precinct, embedded network and sub-metering of individual stores’ electricity usage, two Tesla chargers, and one universal electric vehicle charger.

premises compared to a competitor, and increase linger times of up to 45 minutes.

The Gateway Alkimos Beach Shopping Precinct is an exciting new shopping destination located in the heart of Alkimos. Home to an IGA and a range of specialty stores including a pharmacy, hairdresser, swim school, gymnasium, medical centre, liquor retailer, and various food outlets, the centre brings a range of much needed services to the local community.

Installing Tesla chargers at their property meant Gateway Alkimos

By 2020, 102,000 brand-new EVs will be purchased every year, making up to 10 percent of the entire market. This uptake will increase the need for highly efficient, cost-effective, and safe EV chargers. Gateway Alkimos Beach Shopping Precinct’s decision to install EV charging stations at their property will entice more customers to shop at their

Gateway Alkimos give electric vehicle owners the added convenience of

joined the Destination Charging Network, effortlessly attracting Tesla drivers. Gateway Alkimos received their two Tesla wall connectors free of charge, on the condition that they were installed in visible or convenient locations. Incredibly easy to both install and use, the EV chargers installed at being able to pull up, plug in, and charge their EV while they shop, dine, or relax at the precinct. By Stephanie Jojart, Infinite Energy

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AUTUMN 2018

er energy & resources Outdoor Heating:

Turning bleak mid-winters into sunny times THE OUTDOOR LIFESTYLE IS AS AUSTRALIAN AS THONGS AND BOARDIES. Why else would our most successful tourism advert feature Hoges offering to ‘slip another shrimp on the barbie’? But when winter comes around and a chill wind whips in off the Southern Ocean, that al fresco lifestyle comes under threat. Accommodation providers need a way to keep their guests snug and allow them to spend their days and nights relaxing in comfort beneath the Southern Cross. Those able to extend their outdoor season using cost-effective heating solutions will reap the benefits of utilising valuable floor space all year round, so customers can enjoy beer gardens, terraces, courtyards and smoking areas in comfort. Having an inviting courtyard to market can not only put bottoms on your rattan chairs, but dollars on your bottom line.

Heating options for your outdoor space

Natural gas heaters are usually fixed into position on floors or walls and plumbed by a licensed gasfitter. The gas doesn’t run out and they cannot be tipped over. Electric radiant heaters just need to be plugged into a regular electric socket. They produce a soft, ambient light as well as heat and are safe to mount on walls, and under shade sails, umbrellas and other fabric coverings. While more electric radiant heaters may be needed to heat the same area as gas heaters, the total running costs work out at about the same. Infrared heaters provide a gentle warmth that can feel more comfortable than conventional radiant heat as they heat objects in a space rather than the air. They provide a penetrating and even heat that does not dry out the air. They are more efficient than conventional electric heaters but generally more expensive and bulky.

Safety considerations Ceiling height is important when considering which heating option is best for your space. Outdoor spaces with ceilings up to four metres can use both gas-fired and electrically powered high intensity heaters, mounted on the walls or suspended from the ceiling. In spaces with low ceilings, midintensity electric heaters may be more suitable.

Wood-burners, gas, infrared and electric heaters come in a dizzying array of shapes and sizes. From slimline wall-mounted thermastrips to deluxe stainless steel flame models, there’s an outdoor heater to suit every space and budget. Where once an outdoor heater was considered an ugly necessity, now it can be an integral part of sleek exterior design. Most models claim a level of environmental friendliness - with green credentials boosted by a concerted effort by manufacturers to enhance efficiency and cut emissions for even the cheapest models. The key when selecting a heater is to find what works best in terms of energy efficiency and effectiveness for your space. Wood burners including Mexican chimeneas are attractive and inviting, but can prove smoky, are unsuitable for use around young children and require a ready supply of logs. Gas heaters are available in two types: propane and natural gas. Propane heaters usually have a heavy base for the gas bottle and a mushroom-shaped cap to reflect the heat. They offer flexibility of positioning and should have piezo ignition which start them at the press of a button, but they require adequate ventilation as they release carbon monoxide. A 9kg bottle for a propane gas heater will need replacing after about 10 hours of use.

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Level surfaces which can hold plenty of weight are essential when considering where to place outdoor heaters, while sheltered sites out of high wind areas are also important, with heaters kept a safe distance from low-hanging branches or other combustibles. Safety switches are another essential feature. Propane gas heaters should have a tip-over safety switch for automatic shut-off if the gas is knocked over, while all heaters should have an internal safety switch that turns them off if they gets too hot and become a fire hazard. Cool-touch glass is standard on most commercial outdoor heaters so they are safe around children and animals. Safety approval certification, issued by either UL or CSA, ensures all safety requirements have been evaluated and met for each heater.

Efficiency controls Zone controls on heaters ensure only areas used by customers are heated, rather than large spaces which allowing for wasted energy. Timers, remotes and switches allow for further control and better fuel efficiency. Remotes and passive infrared switches can be triggered by movement detected by sensors. These are best suited to units that provide instant heat, such as electric infrared heaters, to ensure equipment is operational only when required. By Kate Jackson, Industry Reporter

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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Greg Trezise, national sales manager for Thermofilm, says: “When buying outdoor heaters, always look at the specifics of the area to be heated. Consider the restrictions - mounting locations and services, for example. Ask yourself whether aesthetics are the key driver or whether maximum heat output or customer satisfaction are most important.

“Natural gas heaters have traditionally been perceived to have the lowest carbon footprint, but new solar-powered electric heaters, for example, have a low or zero carbon footprint.

“Look for a quality, commercialgrade product that lasts, from a reputable manufacturer with strong customer service and sales support. “New commercial heating technologies, such as ceramic infra-red burners on gas heaters and improved element design on electric strip heaters, mean greater efficiency.

“It is very important to ensure that the heaters are kept clean and free from dust, insects, cobwebs and excessive water. For seaside applications, a regular clean at least every three months is required to prevent salt buildup. For portable gas units, it’s important to ensure that the gas regulators are operating correctly and all connections are tight and leak-free after changing LPG bottles.”

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AUTUMN 2018

ss safety & security Car Parking:

A look at new technologies in hotel and resort parking TECHNOLOGY OFFERS HOTEL AND RESORT OPERATORS THE ABILITY TO MODERNISE CURRENT PARKING MANAGEMENT PRACTICES TO ENHANCE CUSTOMER SERVICE AND GENERATE ADDITIONAL REVENUE. Reliance on security personnel and manual collection of payments is difficult to manage. A recent development has been online car park booking systems that aim to improve the customer experience and create cost efficiencies for hotel car park operators. Online car park booking allows customers to book their car parking space and room at the same time, often being able to take advantage of discounts or packaged pricing. Key cards can also be issued, which double as access to accommodation and parking. The process is as easy as going online or using a smart-phone to book a park using vehicle registration number for identification and credit card for payment. Hotels can increase revenue from unused car parks, providing convenient parking and payment options for guests, visitors, employees or suppliers. Online booking systems allow for variable parking rates, for example, a separate fee scale may be applied for non-hotel guests. A significant challenge is the management of customer vehicle security and accurate recording of vehicle movement. Several new technologies are now available in the Australian market which address the physical aspects of car park access control. Gaining popularity is the use of licence plate recognition as it permits fast, hands-free car park access, minimising congestion and providing expedient entry/exit flow at parking gates. A camera replaces the traditional entry gate, taking a photo of the license plate. Character recognition software converts the images to text and date and time of entry is recorded against the number plate. At the exit point, another camera recognizes the number plate and the system validates the vehicleâ&#x20AC;&#x2122;s payment status.

ACCOM MANAGEMENT GUIDE

This pay-by-plate method allows for guests or visitors to pay using a wide variety of methods such as automatic pay stations, using pay wave, by credit card, reception validation, mobile app or as part of accommodation billing. Some issues regarding reliability of cameras reading registration plates exist; however, with the rapid increase in quality of modern cameras should be overcome. Some sites use a ticket validator as a back-up procedure for these situations. Another access control technology receiving attention is facial recognition. Operating in a similar way to licence plate recognition, the access control system uses cameras installed at the parking entry to detect and recognise the face of the drivers entering the car park. After matching the face in the database to verify access is allowed and a date and time stamp applied, entry is then permitted. An advantage of facial recognition systems is its ability to manage access by individuals driving vehicles. For example, lists can be set up in the database to identify VIP guests or high profile visitors that require special treatment, blacklists of unwanted/ banned individuals to improve public safety or entry and exit verification can provide added security by ensuring people who enter in a vehicle leave in the vehicle are the same. At this time, failure of recognition rates is higher than licence plate recognition as the technology being used is still being perfected. Automated boom gate technologies have also evolved to become more sophisticated to prevent entry or exit of unauthorised individuals. For example, boom gates are available with an anti-tailgating function minimising illegal entry and maximising monetisation of parking. Intelligent software within the gateâ&#x20AC;&#x2122;s control panel prevents a second vehicle tailgating by instantly lowering the pole to half-way. The gate will not open until the second vehicle has taken a ticket or presented an access card. By Coral Funnell, Rotech Group

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

h housekeeping Hospitality Beds:

The price you pay when guests have a shocking night’s sleep IF ONE OF YOUR GUESTS HAS A LOUSY NIGHT’S SLEEP, IT MAKES FOR A MEMORABLE YET HELLISH EXPERIENCE FOR THEM AND AN EVEN BIGGER NIGHTMARE FOR YOU. EXPECT COMPLAINTS, BAD REVIEWS, EVEN THREATS OF LEGAL ACTION. An accommodation provider’s reputation is everything and creating a divine sleep experience is crucial to success. We’ve all experienced the horror of a shocking night’s sleep… The alarm goes off, you drag yourself out of bed: off balance, disorientated, and foggy. Not re-invigorated, your day is ruined because going without just one night of quality sleep can make you feel uneasy, sick, and just plain fuming. Sleep problems is a widespread issue as most of us don’t get enough sleep. According to the World Association of Sleep Medicine: “Sleeping problems are global, impacting 45 percent of the world’s population, endangering their everyday life and making their lives shorter.” However, your business is sleep and you must provide the best slumber that budget allows. To help you promote a good sleep experience for your guests, Australia’s sleep health foundation advises you to “get the environment right”. Quiet is essential: soundproof is best and make sure there’s a ‘do not disturb’ option. Dark: always have good quality curtains and shutters. Temperature: provide adjustable air-conditioning. Most importantly, provide a comfortable bed! You must present quality mattresses and replace them regularly. Don’t forget to ensure cleanliness because a lack of hygiene and bed bugs are a massive sleep and business killer. Be warned, a good bed is the cornerstone of achieving blissful, uninterrupted sleep and deemed the most important element in an accommodation guestroom according to a 2014 Gallup survey, which revealed that a comfortable bed was most often named the number one feature of a hotel room, more than any other amenity, including internet access and helpful employees.

Budget: you do get what you pay for, but you can still provide a good night sleep on a budget, although a cheaper mattress will need to be replaced more often. Consult your supplier about commercial durability on a budget without compromising on a good night’s sleep. Remember: comfort is subjective, so give choices and optimise the overall sleep environment. Quality: good manufacturers offer varying warranties. This is something to discuss up front with your supplier. Space savers: with an increasing demand for space, you should consider rollaway beds, bunks, and cribs to add value to your accommodation. Safety: this is paramount and commercial beds require a fire-retardant tick for safety and have some sort of allergen protection for hygiene reasons.

So, if your beds or mattresses are not up to scratch and you need to replace them, here are some useful pointers:

Comfort: aim for individual postural and spinal support, cleanliness and quiet (a creaky bed is a no no).

Industry supplied: there are just as many variables in commercial beds as there are in domestic brands. Commercial suppliers cater to the unique requirements of the industry, prioritising durability, robustness, easy cleaning, and safety.

Personalise: provide bedding choices, pillow menus, and cater to allergies, back health and the well-being of your guests – this is where savvy operators win guests over.

Mattresses: replace them regularly and choose from firm, soft or support. Mattress toppers: use them to achieve a ‘sleeping on a cloud’ feeling of deluxe comfort. Mattress protectors: to prevent allergens and elongate the life of the mattress. Clean: eliminate dust and contaminants that trigger allergies: by sanitising soft furnishings, regularly replacing old mattresses, using hypoallergenic or microfibre mattresses, toppers, pillows, cushions and covers.

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Remember: black out curtains, noise reduction and air quality are all equally important to a good night’s sleep. Care: mindfully care for your beds, rotate, and turn the mattress regularly (as per manufacturer’s instructions) and maximise the return on your investment.

What mattresses should you choose? Continuous coil and spring units are the cheaper and more traditional support systems. Spring units consist of individual springs that are connected through spiral shaped wires whereas a continuous coil system is a single piece of wire throughout the mattress, these may not contour to the body as well as other mattress choices.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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h housekeeping Case Study – MACq 01:

The tale of MACq 01 and the perfect night’s sleep… HOBART'S UNIQUE AND INTRIGUING WATERFRONT STORYTELLING HOTEL MACQ 01 HAS A THOUSAND CAPTIVATING STORIES, AND A CAST OF REMARKABLE CHARACTERS THAT HAVE SHAPED THE TASMANIAN CULTURE SEEN TODAY. However, guest comfort is also paramount to the hotel’s success story, and making the correct choice of beds was essential. Hotel manager Jake Smith told us: “The very site of MACq 01 is infused with tales of hangings, love, whaling trade and licking flames. The characters of Tasmania have become our story. They inform the concept and design of MACq 01 and we engage every sense for guests to encounter them. “As curators of these stories, we invite guests into the Tasmanian community both past and present. They encounter First Tasmanian warriors, convicts forced onto our shores, others arriving with flags, and those who walk the streets today. This is a journey of people, time and place.” No matter how fun, interesting, and delightful your hotel is, Jake and his team recognise how hard it can be to fully enjoy your experience if you can’t get quality sleep! He explained: “Guests’ days are filled from start to finish, and at night they’re tired from the day’s adventures. It’s imperative that our beds are of high quality and comfort, reflecting the nature of the hotel experience. Travellers to Tasmania can find it hard to adjust to our climate so the beds had to meet the specifications we needed.” “Therefore, we worked with the AH Beard team to design custom penthouse mattresses and bed bases that would offer a premium luxury feel and a perfect colour and design to sit under our speciallymade bedhead artwork. One of our priorities was to work with a Tasmanian supplier given the premise of the hotel and the Tasmanian connection.” Several hotel stakeholders were involved with the bed selection, from the procurement team through to the operations team - along with extensive testing.

Pocket spring units can offer excellent support and no partner disturbance because they contour to individual body shapes with the springs working independently. These systems tend to be more durable but also more costly than continuous coil and spring units. Memory foam mattresses are the most expensive option, using high density foam instead of springs as the underlying support system, these contour to individual body shapes, relieving pressure points. These are extremely durable if you also use a mattress protector; however, they have a very different feel to any spring support system - no bounce. Memory foam can also be used within the comfort layer on all spring units to increase the comfort and relieve pressure points. Latest hospitality bed innovations include: Smart beds! Adjustable beds that give guests the option to sit up in bed, watch TV, or use their laptops/tablets/phones comfortably without the need to stack up pillows.

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“The relationship with AH Beard has successfully developed over the years, with AH Beard now listed as a preferred supplier for the group,” added Jake.

We asked Jake, what went well or not so well… “The most challenging part of the process was the installation of the beds, which had to be craned in to some floors. AH Beard worked well with Cope Sensitive Freight and the other stakeholders during the installation; they produced the beds on demand as we required them in stages to fit out the hotel. AH Beard were flexible when our schedule changed, which was one of the key reasons we wanted to have the beds delivered when we required.”

What was the guest reaction to the AH Beard sleep experience? “Our guest experience is critical to our success and we are thrilled that our guests often comment on the quality and nature of their sleep experience. As part of our retail offering, we sell the MACq 01 AH Beard bed, and have sold a number to date. With the consistent positive reviews from our guests we are happy to say the beds are a success!” Jake concluded: “AH Beard are a hard-working honest supplier to work with, and we would have no hesitation to refer them to other hotels.”

USB connectivity on the bed frame or headboard allows for easy charge points for smart phones and tablets. Vibration massage is a great way for guests to relax after a long day and can be synced via Bluetooth with your smart device to offer ‘vibrate wake’ or notification or call vibration settings. Smart LED lighting is another innovation to give your guests lighting choices at the bedside. Allowing them to choose settings according to their mood and allowing them to program illumination that is perfect for them. Innovations in foam technology have seen an increased demand for high-end bedding with new grades of specialist memory and gel infused foams, plus specialty hybrid beds that combine the best of foam and springs to create a truly unique sleeping experience. By Mandy Clarke, Industry Reporter

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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h housekeeping Bedding Trends:

The latest trends in hospitality bedding THERE’S SOMETHING IRRESISTIBLE ABOUT THE SMOOTH EXPANSE OF A PLUSH ACCOMMODATION BED. The views from your room may be sensational, the artwork Picasso-esque and the wifi lightning quick; but it’s the satin stripe bedding that really says ‘you’re on holiday’. Gone are the days of patterned coverlets with the whiff of suspicious fluids lingering within their weave. Today’s travellers lust after white, fresh and luxurious; whether they’re paying $100 or $1000 a night. And they’re so devoted to nights in white satin that the latest fashion is to supersize that soft, stripy whiteness to epic new proportions.

Luxe feel According to industry insiders, there’s been a trend towards oversized linen on queen beds as it creates a luxe vibe and looks big and comfortable with a lovely overhang - so no-one gets cold in the night because the covers don’t stretch over. A survey of 2000 people conducted as part of the UK’s 2018 International Hotel Show reflected a similar penchant for big beds and luxe bedding. The Perfect Hotel Bedroom Report showed the majority of respondents prioritising big beds over big rooms, with king and super-king beds being sought by a massive 89 percent of respondents. Those surveyed professed an appetite for ‘pure luxury’, even when travelling on a budget, but rated ‘vibe and feeling’ far more important than room size. Interiors blog, Style Curator lists luxe accessories and opulent finishes which take inspiration from ‘old Hollywood’ as one of the year’s hottest trends - think grey velvet bed heads and rich, plush throws.

Keeping it crisp Teighan Donnelly, manager at Mainlinen, told AMG: “Our brand-new guest decorator four-inone universal bedcovering can be used as a coverlet, bed-runner, wrap or in triple sheeting. It is available in two colourways and by simply displaying your guest decorator coverlet differently, you can change the entire look of the room. “For an extra splash of colour, it can be

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Pillows and cushions That opulence doesn’t extend to mountains of scatter cushions, though. Accommodation houses are opting for fewer cushions that can be washed more readily, and guests say they are turned off by a plethora of pretty pillows. Just 11 percent of the Hotel Show’s respondents felt an urge to see numerous cushions adorning their accommodation beds. But while guests are opting for fewer pillows, they are becoming increasingly discerning about the ones they do want. Bob in Rose Cottage may choose to rest his head on a brick, but Indira in the Honeysuckle Suite wants fluffy clouds. Which is why pillow menus, once the domain of luxury hotels, are increasingly appearing in mid-price accommodation houses.

coordinated with many guest decorator cushions to create your desired room appeal. Not only is this a fantastic and modern decorator item but it is also deigned to be completely commercially washable with all the guest fresh hygiene benefits.” Teighan’s number one tip for creating stunning bedding in 2018? “Keeping it simple and crisp with white sheeting but creating your hotel style with a bed-runner/coverlet/cushion combination. This states fresh and hygienic luxury, which is a trend in today’s expectations.”

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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h housekeeping Bedding Trends:

Textural notes While ‘colour pops’ created by cushions, runners and artwork have long been the mode du jour, now texture and natural tones are in. An insider told AMG that to introduce the colour elements, some people are doing the triple sheet method with waffle-weave blankets to add a bit of texture and warmth. According to Style Curator, the latest look is named Nordic-coastal and is all about mixing textures and materials to create interest and warmth - a kind of Hamptons/Scandic mashup. Knotted rugs, hides, linen, rattan, timber and quilted or leather fabrics are all used to create texture over a base of white, sand, or grey tones.

Natural focus Nature is an enduring design inspiration when it comes to accommodation, and the outdoors is touted as a major influence indoors in 2018. According to the Perfect Hotel Bedroom Report, guests are looking for a neutral palette paired with natural wood to help create a sense of cleanliness and peace when it comes to accommodation decor. The textural styling of Nordic-Coastal embraces natural elements as a central element of its light and airy Scandinavian feel. While dark wood mahogany features in glamour-inspired design this year, at the other end of the scale rustic wooden furniture and natureinspired art, including fabrics featuring flora and fauna, are also inspiring current accommodation décor.

The triple sheet treat All of these trends, though, are dwarfed by the giant consensus of 2018 - that white linen still rules supreme. Many hotels are still using triple sheeting a lot, while luxury homes and boutique hotels have satin stripe doona covers. Triple sheeting allows accommodation providers to create a luxuriouslooking bed with three flat sheets and a doona, quilt or blanket. By simply replacing the sheets - two of which sandwich and protect the

quilt from contact, it saves time and money involved in purchasing and laundering expensive bedspreads.

Cleanliness Triple sheeting also provides a sanitary environment for guests increasingly concerned with cleanliness. Bedding unlikely to have been washed since the days of A Country Practice – from grainy coverlets to yellowed bed skirts – no longer passes the guest smell test. White looks and feels clean. As new materials and fabrics for bedding come into the retail sector, www.hotelmanagement.net reports that guests have come to expect similar products when they stay in hotels. For example, some high-tech retail bedding products do more than just keep guests warm at night. They draw moisture away from sleeping bodies and are designed with anti-microbial properties. The focus on hygiene means guest not only expect their white sheets to be sparkling fresh, but that those luxe throws and earth-toned waffleweaves must be washable as well as beautiful. Cushion and pillow covers must be capable of a machine wash and the inserts themselves must also be made from a washable material, meaning foam is out. Aside from cleanliness, though, there are other advantages to white linen. For a soft upgrade, you only need to replace cushions and runners to create significant change - whether your bent is for luxe or Nordiccoastal finishes. And when it comes to housekeeping, cleaners will be singing your praises for the ease of bed changes involving only one colour, while commercial laundries are increasingly resistant to stocking and washing linen which is anything but white. By Kate Jackson, Industry Reporter

Make guests feel they’re sleeping at home Jason Commerical manager Vicki Lugg revealed to AMG that “crisp white satin stripe bed linen; quilt covers, pillow cases and top sheets, decorated with opulent bed runners and cushions” are the standout items for managers this year. She added that the following trends are on the up: “Triple sheeting, keeping the ease of

housekeepers in mind, and the use of bed runners and coordinating decorator cushions to give a luxurious feel to any room. Small geometric patterns are key. Coordinated with luxurious texture, velvet and chenille’s are rising in popularity. “We will continue to see a lot of earthy tones and rich bohemian colours such as plum, burnt orange and moss greens. Deep

ACCOM MANAGEMENT GUIDE

navy and purple will also be on trend. Mixing textures and geometric patterns with a hint of classic floral through decorator items will be right on trend this year.” Her tips for managers? “Keep it elegant, simple and crisp. Make your guests feel like they are sleeping in their own bed – only with more luxury and comfort!”

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h supplier profile JASON COMMERCIAL

Easy care â&#x20AC;&#x153;Satin Stripeâ&#x20AC;? triple sheeting A fresh approach to making beds in the accommodation industry is triple sheeting. Giving a great first impression to your guests triple sheeting is the way of the future due to its easy care, hygienic system of cleaning and changing a room.

Using three satin stripe flat sheets, one is placed over the mattress protector in the usual way with another laid directly over top.

A modern look that is impressive to visitors, it is an easy to manage system for housekeeping, giving a great result everytime.

Add satin stripe pillow cases with a tailored edge and embellish with cushions and a bed runner for a coordinated look unique to your property.

Quilt covers have proven to be hard to launder and therefore can, if not laundered properly, harbour excess dirt and everyday mess. They are time consuming for housekeeping and often do not give a modern, freshly laundered feeling to a room. Introducing this method to your rooms can create a more effective system to changing a room, a quicker and fresher approach.

Using premium 250 thread count sheets on your triple sheeted bed will have your visitors sleeping in absolute comfort.

Our satin stripe bed linen has proven to be a sophisticated sheeting solution that can give a room that extra special touch. Used for triple sheeting, the premium jacquard sheeting with a contemporary stripe ensures easy care each and every-time.

A quilt or blanket is then placed on the bed, with the final crisp white sheet laid over the top, tucked in and turned down in the usual way.

Visit our website for all your bedding needs, with a wide range of sheeting and decorator items, a new modern feel to your rooms is easy to achieve. Contact us today or register your interest for online ordering with Jason Commercial and let us assist you with making the correct decisions about your commercial bedding requirements. For more information about Jason Commercial visit www.jasoncommercial.com.au or call 03 8390 3333

EST. 1948

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AUTUMN 2018

h housekeeping Bedding Trends:

Ultra-light and ultra-warm Vellux Blankets representative Debbie Hatton told AMG about the benefits of Vellux blankets for accom managers: “Wrap your guests with the lightweight warmth of Vellux, so much lighter in weight than most quilts and favoured by hotels and their guests around the world for their perfect warmth throughout the night. “Vellux has a colour range that compliments existing decor as well as new refurbishments. Vellux are ideal for three-sheet use as lightweight with warmth and they are easy to launder. “Like no other blanket, Vellux blankets are ultra-light, ultra-warm, machine washable and can be dried in the tumble drier in no time at all.”

Wrap your Guests with the lightweight warmth of So much lighter in weight than most quilts!

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housekeeping h Laundry:

Tricks of the trade: managed housekeeping and laundry services OUTSOURCING IS A WORD FAMILIAR TO MOST IN THE ACCOMMODATION INDUSTRY BUT IT’S QUITE VAGUE IN PRACTICAL MEANING. WHAT ARE THE BENEFITS? WHO’S BEST SUITED TO OUTSOURCING LAUNDRY?

Particularly on the staffing front, as they can free up more hands to take care of other things. Outsourcing eliminate the staffing quandary when it comes to sick leave or holiday leave, etc.

AMG takes a look at the process of outsourcing laundry and what some of the benefits are for accommodation providers.

Quality specifications are another factor to consider and most laundries will have a range to fit different standards. One benefit of outsourcing is that there is more of a guarantee that linen will be sufficiently disinfected, both thermally and chemically to eliminate any concerns about bacteria surviving and potentially creating health issues. This standard is harder to achieve in-house where the provider may not be fully equipped to cope with the required turnaround.

Outsourcing laundry and housekeeping for hire With the rising cost of utilities and labour, as well as the harsh chemicals used in the laundering process, many providers are finding it hard to keep laundry services in-house. Choosing to outsource this part of an accommodation business is something that should be carefully considered as – depending on the scale of your establishment – it could mean quite a big change. Outsourced laundry or housekeeping businesses are set up to handle larger volumes of linen from a variety of sources, and have the facilities to wash, dry and iron hundreds of kilograms of linen each day. Some companies offer a linen rental service where the linen is owned, managed and replaced by the laundry, while others simply launder the accommodation facility’s own linen. Whether it’s for large resorts, small boutique hotels or motels, outsourcing can deliver financial benefits and peace of mind to enable establishments more time to focus on their guests. Of course, there are advantages and disadvantages to be considered when deciding to outsource. When outsourcing linen for the first time or with a new commercial laundry, an account manager or representative from the laundry will visit the establishment to discuss business needs and this may include an analysis of current linen processes, budget, ideal pick-up and delivery schedule and so on. Although this might seem like a chore for very busy managers, it’s intended to save time in the long run. The key thing about outsourcing is that it’s supposed to be convenient; so spend some time explaining what you want to the supplier you’re engaging with and make sure it’s worth your while. After the initial consultation, laundry turnaround times vary from one to two days, bi-weekly or weekly depending on usage and storage ability and this is where those busy managers may start to find they are saving time.

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Quality versus quantity

In terms of cost, it is often determined on a per item basis but costs do vary and are very much related to demand and competition. King sheets, for example could vary in price from $1 to $1.50 depending on things like volume and frequency of turnover. Additionally, when hiring linen, the accommodation provider receives a consistent, quality product. Sheets and towels, for example, can be replaced by the laundry when required rather than it being a budget constraint, which can then drop off the priority list. However, it’s not just the ability to replace soiled linen or advise customers when their own linen requires replacing that makes outsourcing laundry services useful. A major consideration for many accommodation providers, particularly in today’s world, is the size of their carbon footprint and whether their processes are as sustainable as possible. Laundry services on the whole, whether in-house or through an outsourced contractor, are not best known for being environmentally-friendly.

Global concerns The laundering of linen is a harsh process that uses a number of resources, particularly gas, electricity and water, as well as harsh chemicals during the washing process. The payback, in terms of increasing sustainability, is much more attainable by an outsourced laundry contractor than by an accommodation provider because they have much more of a customerdriven incentive to reduce their carbon footprint. Indeed, for many commercial laundries, efficiency at the operational level is often matched by environmental efficiency, with many leading commercial laundries focusing on reducing water and energy use. By Rosie Clarke, Industry Reporter

AUTUMN 2018

h housekeeping Matching Amenities:

Inspired by Australia’s natural beauty and utilising the best of its native botanicals, the Serendipity Collection is truly a ‘lucky discovery’ for users.

How to match your amenities with your property MATCHING YOUR GUESTROOM AMENITIES TO YOUR PROPERTY CAN HAVE A SURPRISINGLY PROFOUND IMPACT ON THE QUALITY OF YOUR GUESTS’ STAY. Being able to choose the product ‘match’ for your accom requires a certain level of marketing pizzazz. You have to know your property; what makes it special, what makes it different, what makes it enticing. And, of course, what makes it memorable.

Start with your vibe If you are presenting your accom as a quaint, country-style B&B then you want to choose amenity products that give off that same vibe. Perhaps lean towards soap bars and lavender scents that accentuate the rustic feel of your guestroom décor. If your property is a five-star business hotel, with sleek and modern design, you would want to offer products that appeal to future-forward, busy business guests; dental kits, branded shampoo and conditioners, etc.

Vegan trends For luxury accom, there are trends that appeal to certain travellers. Vegan products are a trending force, popular with millennials and baby boomers alike. Vegan products tend to double up as environmentally friendlier and cruelty-free, so it’s work asking suppliers about their vegan offering. A downside to these items is that they can be more expensive but guests know that, which is why they are associated with luxury in 2018.

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If you want people to be impressed, ask them to impress you

Male grooming Another hot trend in the amenity realm is men’s grooming products. Think beard oil, hair wax, facial exfoliators and travel razors. Once a hipster trend; male grooming has become a high fashion, high-end hotticket to opulence. Not only do these products stand out, but they send a message to guests, that you expect them to be well-groomed. If you want people to be impressed, ask them to impress you.

Custom chic Many amenities suppliers will now offer customised packages for accom properties, so that they can convert their guestroom amenities into branding tools. This is particularly good if your guests like to take a few mini-tubes of shampoo home with them, or if you find you have guests staying more than one night. The more photogenic your amenities are, the better because pretty things get shared on social media and there’s nothing better than genuine word-of-mouth publicity. Ask your supplier if they do any customised branding.

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THE COLLECTION A luxurious range of Australian bath and body care products combining restorative ingredients with contemporary design, providing a truly nourishing experience and a sense of style.

We proudly blend our liquid formulations, triple mill our shea butter soaps and infuse our bath salts with precious oils in Melbourne, Australia. With clean air and pure water, it is the perfect place to start when producing the ﬁnest products to cleanse, nourish and revive your hair and skin. Inspired by the rich blues of the Australian sky and deep blues of the surrounding oceans, our elegant packaging of high quality, easy-to-use tubes with stylish chrome caps, ensures the Serendipity Collection looks streamlined and elegant in all bathroom settings.

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h housekeeping Matching Amenities:

The notion of ‘customised branding’ has evolved over the years into a much more subtle version of what it once was. Rather than have the hotel’s name carved into the side of every product, suppliers now tend to collaborate with properties on unique brands that subtly reference the property or chain in some way. If not, ask what other products they can service you with; think about what packaging best reflects your brand. Cutesy designs might look out-ofplace in an ultra-modern finish, while hyper-minimalist products will look cheap in a quirky boutique hotel.

Industry viewpoints Jimi Kennedy-Grant, from Healthpak, talks eco wow-factor Guest hair and body care products represent a very small investment for the hotel, but play a disproportionate role in impacting a guest’s overall perception of the hotel. Choose brands that fit your décor, absolutely, but make sure that the contents live up to the hype. Ideally, you want products that reflect your geographic location (i.e. marine extracts for coastal regions). Another geographic consideration is the recyclability of the packaging you have chosen. For example, tubes are not recycled in all areas. Fragrance is an area where you can go beyond the expected. As far as customising the hotels offering, gone are the 80s and the days of ‘insert hotel name’ shampoo. Branding is now more subtle and on-point. The most important part of the customisation process, in my opinion, is making sure that the contents are authentic to the location. This can be as generic as say manuka honey or tea tree oil or as specific as essential oils from botanicals on the resort property.

As a manufacturer, we tend to develop new products that we can make on existing machinery. For example, we pioneered the bath bag, a giant tea bag filled with oil infused bath salts as we could make this in our factory with existing materials and machinery. We are seeing a trend towards using by-products as opposed to primary harvested ingredients. An example of this is we have recently changed or body scrub formulation to use ground avocado seed (a virtually useless by-product of commercial avocado oil extraction) instead of jojoba beads which are specifically harvested for the use. Legitimate, defendable claims around degradability and recyclability of packaging do have a cost. Although we would argue that they offer you a significantly better value for money as you might pay a small amount more, but you do so safe in the knowledge that you aren’t passing off erroneous claims about the end-of-life of the packaging that you might get called out on in a very public forum. The cheapest way to achieve an environmentally-friendly solution is to purchase locally made products that are packaged in recyclable packaging. You can collect the liquid from partially used shampoo and body wash and use this as an exterior cleaning product for paths, driveways, etc. Val Harding, the founder and managing director of Interior Images, talks sense… Your amenities should be a sensory representation of your property’s unique story. Today’s travellers are seeking authenticity and holistic experiences, so if you’re in a beautiful coastal area, maybe think twice before offering a product with a French lavender scent. It doesn’t make sense.

Your guests will love you for it According to Mike Matulick from Hunter Amenities, “We create signature hotel bath and body collections because we put the guest at the heart of everything we do; moments of luxury become memories that will last a lifetime.”

The must-have bath and body collection designed to complement BYREDO’s retail products includes gentle cleansing body wash and triple-milled soap, skin-loving body lotion to nourish and moisturise, and products for healthy, shiny hair.

The new and exciting BYREDO Collection by Hunter Amenities is delighting and enchanting guests with the ultimate luxury experience.

“Hunter Amenities is truly proud to launch the BYREDO Collection in Australia with its strong ties to creativity, art and lifestyle. This vibrant range will enhance every thrilling encounter. Guests will love the stylish packaging, and of course, our ongoing commitment to ethical and sustainable practices to produce this luxurious collection.”

BYREDO is a cult Swedish brand known globally for its unique, modern fragrances. With its distinct focus on craftsmanship and quality, the specially curated BYREDO Collection uses only the finest ingredients and signature fragrances to tempt the senses.

By Mike Matulick, Managing Director

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B L A C K

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info@swisstrade.com.au

h housekeeping Matching Amenities:

Whether you choose an existing brand or create a bespoke range, make sure it reinforces, not muddies, your brand message. I’d also recommend you research what amenities your neighbours and competitors are offering, and then look for something unique. The amenities may be the only thing a guest takes home with them from the trip, so make sure they are memorable and not the same product they can get down the street. Our hoteliers like to select their packaging, design, scent and key ingredients. There’s a growing interest in aromatherapy, which is the use of fragrant essential oils extracted from herbs, flowers and fruits to enhance a feeling of well-being. Replacing synthetic fragrances with essential oils eliminates the harsh petrochemicals and phthalates commonly associated with perfumes and can have a positive effect on a guest’s mood and mindset. Unfortunately, eco-friendly options are usually more expensive than other alternatives. Essential oils are more expensive than synthetic fragrances, recycled plastic packaging costs more to produce than brand-new plastic bottles. But if that is what you and your property stand for, be proud of your stance. Focus on your in-room costs as a whole and don’t worry if your room rate is $5 higher as a result. Your environmentally conscious guests will respond to your integrity. Peter Weingartner, from Swisstrade, talks about the power of existing brands… Due to high minimum production quantities, it is often not possible for individual properties to commit to a bespoke range. We see very little demand for customised amenities, because a hotel name is not as powerful a brand as most of the retail brands we offer. Hence we mainly work with clients to meet their style guide with one of our existing ranges.

ACCOM MANAGEMENT GUIDE

The primary criteria for selecting the right choice of amenities is to meet the style of the property. We have in-depth discussions with owners and operators to understand the image of the hotel and to determine which brand will best deliver on the guest experience promise. Demand for Australian ranges is certainly on the rise as is the call for environmentally sustainable solutions. In addition, with room rates at an all-time high, hotels are increasingly investing in top quality product and luxury brands. Consequently, we are seeing strong growth in internationally recognised retail brands. Tluxau director Chloe McCarthy talks first impressions… While it is important to offer a quality product, packaging always plays an important role. First impressions are so important: if your packaging offers a luxurious look and great design, this will exceed expectations and bring extra value to any stay. Scent is an important aspect and we believe it should be a unisex-friendly scent. Many fragrances are quite feminine, so it is important to consider a scent that men and women will enjoy. This was high up on our list when we designed our amenities with a fresh apple scent. With respect to interiors, ideally the amenities should complement the interior concept. Neutral interiors with accents of charcoal or black often bring a luxurious feel for guests and stand out in photos, which is a further advantage to the property owner or manager, as their listing will be set apart from the rest. People love bespoke or well-curated products that have been designed just for them. A collaboration with a brand sends a strong message to the guests that they are worth it but collaborations often have a minimum of 5000 units per product.

NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

housekeeping h

So, if your company is not at that stage, then choosing products that show quality and luxury in the meantime is perfect. We have found that design-savvy boutique products gain more interest from interior design firms who are designing hotels than otherwise generic amenities. If the amenities look just as designed as the rest of the space, they will be noticed and shared on social media by the guests too. My advice would be to start by assessing where do your guests potentially see and feel the level of luxury during their stay. Guests will always talk about the luxury they experienced when recommending somewhere to stay. So layering it on for them where they can see it will pay off for years to come. Hunter Amenities managing director Mike Matulick talks innovative luxuryâ&#x20AC;Ś Working in partnership with managers, our approach to creating luxurious bath and body collections is to the put the guest at the heart of everything we do. From tantalising fragrances and sensual textures, to aesthetic designs and stylish packaging, every connection with our distinctive collections should be a signature experience for guests. Our research shows that guests see the hotelâ&#x20AC;&#x2122;s bath and body products as an important part of their hotel experience.

As a formulator and manufacturer of luxurious and innovative bath and body collections, we know every signature detail matters to deliver the ultimate guest experience. In order to stand out, we are seeing increasing interest in other touch points throughout the hotel; bathroom common areas, turn-down gifts, spa areas, check-out/thank you gifts and retail gift packs. Guests love to take home an indulgent reminder of their hotel stay. With a growing international guest profile and interest in the latest fashion and design trends, there is now a crossover into highly sought after, global brands. Guests are seeking innovative luxury products and brands that are ethically sourced, and committed to sustainable practices. When balancing eco-concerns with pricepoint, we ensure quality, integrity and luxury must underpin everything we do and create, without comprising on value. We are proud of our sustainable innovation, and as eco-crusaders we are relentless in making the world a better place. That is why we only use the finest premium ingredients from around the world and work with experts on new technologies, materials and product formats. We also support the charity, Soap Aid, which collects and recycles hotel waste soap, and sends it to communities in need throughout the world. By Rosie Clarke, Industry Reporter

Luxury Hotel Guest Amenities tluxau.com

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AUTUMN 2018

h housekeeping Sunfresh Housekeepers Awards – Post Coverage:

A heartfelt and glamourous awards gala IT’S NOT OFTEN THAT MANY PEOPLE GET TO SEE EXECUTIVE HOUSEKEEPERS IN FULL-GLAM, BUT GOODNESS GRACIOUS IS IT WORTH THE WAIT! FIVE WOMEN WERE RECOGNISED THIS MONTH FOR THEIR OUTSTANDING CONTRIBUTION TO TOURISM AND HOSPITALITY, AND IT WAS A SUITABLY STUNNING, BLACK-TIE AFFAIR. Exquisite ball gowns and glittering jewels, a glossy riverscape view, twinkling champagne glasses and sparkly-eyed smiles sprang up at the end of the red carpet for those attending the very first Sunfresh Housekeepers Awards Gala Dinner. Nearly 100 housekeepers, dressed in their effervescent best, came to the gorgeous gala in honour of five much-loved award recipients. As AMG editor, I was thrilled to experience the night up-close and get to know some of the amazing people who work tirelessly behind the scenes to make this wonderful industry what it is. Each award-winner was introduced with a video where they, and their colleagues, reflected on their life’s work in hospitality and the relationships they’d developed over the years. I quickly noticed that there were a few common themes in the beautiful stories of these women’s lives. Their colleagues didn’t just describe them as hardworking or effective, they described them as “like a mother”, “a great human being”, “a beautiful person” and “fair to everybody”. Each of these powerhouse women did far more than work a job: they built a home for themselves, their staff and ultimately the guests they have interacted with on a daily basis. Lesley Lens, Sofitel Brisbane, described one favourite aspect of her working life as “when someone decides to become an executive housekeeper after working for me”. Lesley has a hugely admirable skill for managing teams of people in complex properties, something that became apparent when one member of her team said she never disappointed anyone who walked through her door. Sue Fryer, from Rydges Southbank, started out in the industry as a room attendant and has been working with some of the same people for over 20 years. They weren’t kidding when they said: “We are like a family.” Sue believes there are times when you need to be more of a

Steven George with Lesley Lens

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Christina Vermelho with Steven George

Nearly 100 housekeepers, dressed in their effervescent best, came to the gorgeous gala in honour of five much-loved award recipients

boss and other times when you need to be more of a friend. This was something that came through strongly in her video introduction. One team member shared: “She makes me laugh every five seconds.” Sue’s takeaway from decades in hospitality? “I’m happy.” Wendy Robson has been working at Seaworld Resort in the Gold Coast for 29 years, also starting out as a room attendant “while the kids were small”. She fondly spoke of all the different people who have passed through the resort. One interaction with an immigrant worker stuck with her: a young female student thanking her for giving her a job as it had been the first job interview she’d ever had. “It really touched me.”

Libby Sharp with Steven George NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

h housekeeping Sunfresh Housekeepers Awards – Post Coverage:

Steven, Lawrence and Daniel George

Christina Vermehlo, from Atlantics Guest House in Byron Bay said something that ushered lots of nodding heads in the audience: “Okay, it’s a job. But it’s more than that; it’s a state of being.” She described being an executive housekeeper as making people feel special by giving them comfort. Guests, she said, show their thanks in gestures like flowers or in things they say. Her colleagues put it simply: “She’s awesome.” Libby Sharp is the president of SEQ Housekeepers Association and has been a mainstay in the industry for what she describes, with a smile, as “35 wonderful years”. Known for creating a culture of teamwork, Libby described some heart-warming moments she’s experienced with her staff over the years, from fundraising to support a colleague whose granddaughter was tragically ill overseas, to rallying around a young team member who had nothing for a new baby, it’s clear why Libby’s colleagues speak so warmly of her. “She just makes everyone feel welcome.” The stories these women shared were truly inspirational, and the tightknit relationships they have developed with their respective teams are extremely apparent and obviously rewarding. I implore everyone to watch their video profiles online: you can find them on accomnews.

Wendy Robson with Steven George

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With all this love in the room, AMG was more than eager to talk to the man behind the curtain about what made him decide to create the awards in the first place. Sunfresh CEO Steven George told us: “We thought it would be a good chance to thrust [executive housekeepers] into the limelight a little bit because they are the engine room of the hotel! “We’ve been in the industry for nearly 20 years now, supplying commercial laundry, and the main source of contact for us has always been the executive housekeeper. What we found, even staying in hotels, is that the executive housekeeper doesn’t get the appreciation and gratitude from, not only the industry but also from the consumer, because they’re not visible a lot of the time.” Steven, alongside his two brothers who jointly own the Sunfresh family business, deliberately chose not to host the event at a hotel because they “really did want it to feel like a lavish event” so that everyone invited could “forget about work a little bit” and have fun. They certainly had the right intention, based on the fun that was had. “This whole event is about giving back as well. I suppose our mission is to ensure we’re doing the best we can in the industry.” By Rosie Clarke, Industry Reporter

Steven George with Jillian Whiting NOVACANCY ACCOMMODATION BUSINESS EXPO @ ICC SYDNEY EXHIBITION CENTRE, 17-18 JULY 2018

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h housekeeping Toilet Seats:

Have you got the best seat in the house? WHO WOULD HAVE THOUGHT THAT A GUEST’S EXPERIENCE WITH A TOILET SEAT COULD AFFECT YOUR HOTEL? Is this era, where we’re all too quick to show and tell the world what we think of something, the humble toilet seat gets some airplay as hotel guests vent their negative thoughts on what they’ve had to deal with. First up is the issue of either a broken hinge or the toilet seat itself being imperfect. Doesn’t matter what it is - a wobbly seat that doesn’t know its place or a crack in the surface - both give guests a reason to feel genuinely disappointed. Then there is the hygiene topic: stained toilet seats, or hinge fittings that have obvious signs of dark black gunk growing on them don’t make you rush to rest your asset on such an object for any period of time. For men, trying to hold a seat upright that won’t play ball while you’re taking a leak isn’t a new form of guest entertainment, but a practical failing that occurs in many guests bathrooms. Next, we could flag the shape of a seat matched to the toilet pan and how bad they look together. You could think that the world is a universal one, in which all toilet seats work on any toilet but guess what, ladies and gents, you’re wrong. Just like we pick shoes to match the profile of our feet, this same approach is needed with a seat and toilet; otherwise the result can lead to disaster and an expensive one at that.

Stained toilet seats, or hinge fittings that have obvious signs of dark black gunk growing on it don’t make you rush to rest your asset

In rounding up what guests want in their hotel toilet, it is peace and quiet. No person thinks it’s cool to catch the seat as Einstein’s theory of relativity plays out in front of them. A smooth, soft, close descent is the modern way we lower our toilet seat these days, giving the added advantage of reducing sound in the echo chamber that is a hotel bathroom. So, having aired what the touch points for guests are; how about the real issues that the hotel and it’s staff need to ponder. Housekeeping staff are the front-line troops that literally get their hands all over the toilet seat every day. Being intimate with a toilet seat is what keeps people awake at night because you can encounter bad things that may ruin your day. So, what can we do to offset the negatives of cleaning multiple seats daily? Well, having a design of toilet hinge that is user-friendly would be a great start; then throw in a seat that you can totally remove in a second with a slight tug. Having the means to deal with hard-to-tackle parts of a seat in a fast fashion, speeding up time wiping and scrubbing is a tactical strategy you find wins you friends. Functional elements in design do all add up to truly help housekeeping staff deal with what is a thankless job, while delivering a cleaning outcome guests will welcome. Hotels are a commercial facility; they demand certain things to be of a higher grade of manufacture than the average retail customer would settle for. Let us flag the weight loading that you can put on a toilet seat, as everybody is different, literally. If you want a long-term, trouble-free platform, start with a seat that can take 240kgs. Then add to this stainless steel hinges engineered to help combat wearand-tear from countless physical forces applied by a guest. Now, there’s always a direct line from reception to the headperson who governs hotel maintenance, with many conversations about toilet seats needing attention repeated daily. Send a tradie to fix a badly designed, low quality toilet seat in a hotel, and watch the dollars burn. Ineffective repair to problematic issues like broken hinges or seats

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coming away from the toilet are commonplace, usually because spares are hard to obtain. Maybe the motto is, use well-known brands that have a good track record and make sure you can quickly get your hands on parts from an Australian source. Now, a segment on toilet seats has to include a mention for the interior designer, who is tasked with making the call on what to use in a hotel ensuite. When blending aesthetic appeal with a client brief, one has to be careful you don’t come away with a vision that looks like a mad woman’s breakfast. Consideration on the lines of a product, it’s colour and feel all play a role in making the right choices. An example of this can be found in the perfect harmony between seat and it’s lifelong companion, the toilet. It’s a bit like a marriage: you have to do the research before you commit. Finally, if you’re going to stake your reputation on the line about something, such as the choice of toilet seat, always have brilliant defence if challenged. Use your head and look for a brand with commercial history who give no less than a ten year warranty, multiple seat and hinge options, as well as direct representation on the ground Australia wide. After all, it’s not rocket science. By Tim Knowles, Pressalit

seats for your senses www.pressalit.com

THIS COULD CATCH ON IN YOUR HOTEL

In a busy world where time is precious, let your guests dream, use their imagination and bring out the adventurer inside. t: 0415 425 461, au@pressalit.com

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AUTUMN 2018

h housekeeping Cleaning Equipment:

Don’t do your guests dirty: choose products wisely THERE’S NOTHING MAGICAL OR GLAMOUROUS ABOUT IT, BUT CLEANING SHOULD BE THE NUMBER ONE PRIORITY OF ANY ACCOMMODATION PROVIDER.

Don’t believe us? Ask your guests. An unclean guestroom, bathroom or food and beverage area will be the centrepiece of a guest’s negative review. It’s also the easiest thing to avoid. Making sure that you have an effective cleaning maintenance schedule, diligent cleaning staff and good cleaning equipment will forgive a world of sins. Particularly if you aren’t in a position to carry out full refurbishments and your property is looking a little outdated – guests will notice whether it’s been thoroughly cleaned. And prospective guests will be more likely to book a property that’s outdated but properly cleaned than a newly refurbished but unhygienic mess.

Smell the environment… Control the source of foul odours because, to a guest, inhaling freshsmelling clean air symbolises a clean environment. Some odours can be relentless and remain even after cleaning and the stink of strong chemicals and disinfectants, is equally as undesirable. Most odours are generated from bacteria, mould and chemicals; pollutants and contaminants that are microscopic, therefore you must clean with quality commercial equipment. Correct protocols and equipment will control the source of odour, prevent and control mould (a common source of odour) and don’t forget to provide a good air filtration system.

How high quality equipment can give your property a boost… Increase your housekeeping team’s cleaning capability; reduce work fatigue and injuries; improve overall hygiene; help prevent sickness/ bacteria from spreading; improve staff efficiency; ensure health and safety; and be more cost-effective.

Ergonomics… Important to the safety of your housekeeping team while they perform their tasks. In such a physically demanding profession you must provide a work environment that is both efficient and comfortable. Provide the correct equipment to do the job effectively but in the easiest possible way for your employees.

Essential equipment… A maid’s trolley/housekeeping trolley is a must: a large, organised trolley on wheels that is manoeuvrable to transport guestroom supplies and cleaning materials, room-to-room; it needs to be safe, stylish, and quiet. Trollies have changed over the years, in their size, shape, and mechanisms but remain an important staple of the housekeeping department. It is one of the most visible pieces of equipment in an accommodation provider because it is in the corridor when guests leave breakfast or check out. If a business is operational 24 hours a day, guests will possibly see more of the trolley than any staff member! Be aware that first impressions are everything and an untidy, unclean, out-of-shape trolley will project an unflattering image. Same rules apply to a maintenance trolley: though usually smaller than the housekeeping trolley, it also stores cleaning supplies such as detergents, spray bottles,

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A powerful centrifugal fan sucks dust from the air and spins it into an easy-empty plastic bin with 1.8 litre capacity.

Power, consistency and comfort are the sought-after features of Weatherdon’s Nero cyclonic vacuum cleaner.

Comfort and versatility are reflected in the telescopic chromed wand, 4.5 metres of cable and a range of accessories to vacuum the close-crop as well as deepshag rugs, upholstery and surfaces.

In addition, the time-saving advantages of no bags, no clogging and a consistent air flow, combine to ensure quick-turn arounds while tiny filters pick up fine particles so dust is actually removed rather than just rearranged and resettled.

Guests, managers and housekeepers are equally pleased with the whisper-quiet 79 decibels motor, in a cleaner that weighs in at only four kilos and folds up for an out-of-sight, out-of-mind solution to ever diminishing storage spaces.

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h housekeeping Cleaning Equipment:

dustbin, mop, and dusting cloths, in a compact manner. It should be easily stored in a hideaway cupboard. What about colour-coded cleaning systems… Colour-coded products help reduce the risk of cross contamination between different working areas. The simple coded method helps to make sure the right product is used to clean the right area and minimises the risk of bacteria transfer between cleaning zones and help improve hygiene levels.

Floor cleaners… A very important task of hotel housekeeping is to clean the array of floor surfaces throughout a property, some areas may be busier such as lobby, corridors, restaurants, and dining halls. Spaces may be small and awkward or huge and time consuming, there may be stairs or slopes, and so it is vital that the optimum equipment choice is considered for each individual space. A choice of vacuum cleaners, floor cleaners, polishers and sealers should be ready to clean, restore and shine. The power of steam… Steam works well, for cleaning, sterilising and odour removal on a variety of surfaces. The use of plain water is also a better environmental option than chemicals. This option heats up quickly, works with a low amount of moisture, and can kill bed bugs and bed bug eggs, but must be used carefully by trained staff. Vacuum cleaning… These are probably the most frequently used pieces of powered equipment in hotel housekeeping. There are various styles and types ideal for different environments. Uprights are very effective when it comes to productivity and dirt removal, due to brush agitation and suction – great for large spaces like function rooms. The down-side is the weight of the upright, especially for stairs and it is less manoeuvrable in tight spaces.

battery operated in canister and back pack form are arguably safer, because there is less trip hazard over cords and less risk from electrical shock from cord damage. Wet and dry commercial vacuum cleaners are also available, and all vacuums on the market have made advancements in terms of noise pollution and HEPA filtration that maximises indoor air quality.

Polishing machine: adds shine to the hard floors… These are needed when hard-core scrubbing is required, where mopping alone doesn’t suffice. Use to remove stubborn and sticky stains on the floors of cafeterias, restaurants, lobbies, and fitness areas where people can take food and beverages.

Evaluate: is your cleaning equipment up to scratch? Do not make the error of trying to find the magical, one-size-fits-all product to clean your property. Choose the right chemicals, appliances, and applicators to get the cleanest results in every unique space within your environment. Remember, cleaning chemicals and cleaning tools are specifically designed to clean different surfaces and to remove different soils. The risk is too great trying to cut corners to clean a surface with a product that it isn’t designed for. For instance, make sure you use a glass cleaner to clean glass and not to clean dishes! Read the manufacturer’s instructions and use products as directed.

Cleanliness matters…

Back packs are productive and very easy on the user, especially on stairs, but they have lower capacity and it will need more emptying. Canister vacuums have the advantage of larger capacities but may be less productive.

Study after study shows that most guests put cleanliness as their top priority when choosing accommodation. Surveys show that over 70 percent of guests will not return to an accommodation if the cleaning is not up to par. According to one survey commissioned by CLR, “cleanliness is one of the most important factors to vacationers, with 86 percent reporting cleanliness as one of the top criteria they look for when reading online hotel or vacation rental reviews”.

Cordless vacuums are newer to the market and the long-life commercial

By Rosie Clarke, Industry Reporter

Enhance facility image, health and safety Tennant Company has two main technology offerings for accommodation providers, according to marketing specialist Rebecca Wall. She told AMG that both are designed to reduce overall cost to clean; enhance facility image; minimise environmental impact; and improve health and safety. The first is called the ec-H2O NanoClean. “It is a cleaning technology introduced in 2008 and commercialised on a family of automated floor scrubbing machines. The name NanoClean refers to the creation of nano-scale bubbles, which are an important part of the cleaning mechanism. “This technology electrically converts water into an innovative cleaning solution that

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cleans effectively, saves money and reduces environmental impact compared to daily floor cleaning chemicals by up to 70 percent. This converted water is created by an on-board e-cell that generates millions of microscopic bubbles — nanobubbles – per millilitre of solution. These nanobubbles then promote the cleaning efficacy of the solution.” The second is called Tennant’s ReadySpace rapid-drying carpet cleaning technology and it provides “fresh, clean carpets in just 30 minutes, greatly reducing room and carpet area closure times”. According to Rebecca, the tech enables “reopening of carpeted rooms and areas sooner, maximising access to guests and customers; effective removal of dirt and debris, leaving a superb carpet appearance; and reduction of odour and mould caused by excess water”.

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Increased flexibility and safety DRY AND READY FOR FOOT TRAFFIC IN LESS THAN 30MINS?

In recent years, the professional cleaning industry has seen an increase in battery driven vacuums. A development mirroring – although at a more steady pace – the one that has taken place in development of power tools.

Let us show you how with ReadySpace® Rapid Drying Carpeting Cleaning

Although there are significant differences between applications where power tools and cleaning equipment are used, the cleaning industry can learn from this development. “The introduction of battery driven power tools has increased the mobility and flexibility for workers enormously”, says Greg Jones, product manager from Nilfisk Australia and continues: “We have for the past years worked with a vision of creating that same freedom for people in the cleaning industry – but without compromising the

Reduce cost to clean

Improve health and safety

Enhance facility image

Minimise environmental impact

performance and functionality of the vacs. “Many of the earlier battery driven vacs had long charging times and insufficient power for heavy duty – or even deep – cleaning. We believe that we have solved these issues with the launch of our new Nilfisk GD 5 Battery”.

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Simplify your cleaning routine with the new GD5 Battery Backpack Vacuum

The Nilfisk GD5 Battery vacuum cleaner offers all you need to get the job done faster - leaving the need for cords and power outlets behind you! Being compact and mobile, this backpack can clean floors, hard surfaces and even upholstery. And it’s perfect for areas with limited space between seats, tables, and shelves! To find out more visit www.nilfisk.com.au or call 1300 556 710 today.

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h housekeeping Hand Hygiene:

How to win the washroom war ASK ANY HOSPITALITY MANAGER WHAT SCARES THEM MOST, AND TOP OF THE LIST WILL BE HYGIENE. That ceviche in your elegant eatery is only a superfood if it’s not handled by the gastro-stricken apprentice who forgot to wash his hands after his ninth toilet break. And the bacteria party from the unspeakable toilet in room 513 should never find its way to the sink in 514. There is a responsibility for all accommodation venues to take hand hygiene seriously to avoid contamination in bathrooms, kitchens and communal areas. Outside of the health imperatives, guests will notice and appreciate a focus on cleanliness. The most common place to find bacteria in accommodation houses is the bathroom. They hop gleefully from shower recesses to mobile phones, clothes, door knobs and into human bodies; which is why handwashing is the first line of defence against contagion. According to linen giant Alsco, a study conducted by the Harvard Medical School showed 94% of the dollar bills in circulation in the US testing positive for traces of faecal waste. A large percentage of credit cards and mobile phones were also shown to carry faecal matter. For those with a strong immunity, this is not a cause for worry. For accommodation providers and kitchen managers, it is terrifying. Alsco’s website states: “What about the children who are just building up their immune systems and the more susceptible elderly citizens; not to mention those who are managing diseases like HIV and hepatitis? “These people have weakened immune systems and are always at risk of contracting harmful bacteria.” All of which means that regular handwashing for everyone working in your venue is essential. But more than that, hands must be washed and dried in the right way to be germ-free.

Handwashing There is a process to ensuring every skerrick of skin is covered. Firstly, wet hands, lather up generously and rub soap all over your palms and the back of your hands for at least 15 seconds. Then keep rubbing your palms

together before rubbing the palm of one hand over the back of the other hand, running the fingers through each other at the same time. With the fingers of one hand, run the back of the finger on the other hand and vice versa. Rub the thumbs on the palms of each hand one after the other in circular motions. Take the fingers of one hand in the palms of the other and rub in circular motion. Do this for both hands, then rinse.

Hand drying Just when you thought the hard work was over, it turns out drying hands is just as important as washing. The transmission of bacteria is more likely to occur from wet skin than from dry, so proper drying of hands should be an integral part of the process. Whether drying with a paper towel, warm air dryer or air dryer, there is a risk of transmitting bacteria, fungi and viruses into the air. While jet air dryers and warm air dryers reduce the level of touch involved in hand drying, they can produce more viral contamination due to air movement. Paper towels, while still capable of spreading some viruses, cause less air movement and transmit fewer airborne infections than jet hand dryers.

Soap dispensers Wall-mounted dispensers not only bestow a perfect dollop, they also dispense with the need for crust-inducing soap bars. There are a dizzying array of options, from plastic wall-mounted shower pumps to sleek stainless steel countertop models with built-in sensor and pump mechanisms and anti-bacterial surfaces. Hands-free dispensers are best at minimising crosscontamination and maximising infection control.

Signage Signs are vital to remind staff about effective handwashing and can be a useful prompt for guests. Research by a team from Michigan State University found people were more likely to wash their hands if there was a sign encouraging them to do so - particularly men. Handwashing is a legal requirement for food handlers, so ensuring the correct hand wash procedure signage is in place around sinks is of paramount importance. By Kate Jackson, Industry Reporter

The essential trio for good hand hygiene… Livi spokesman David Cross told AMG: “Soaps, sanitisers and paper hand towels are the essential trio for good hand hygiene. “A wide range of products enable accom managers to select a hygiene solution based on usage and traffic rates. As an example, a compact hand towel may be used in mid-size washroom spaces while continuous 200m roll can be used in high traffic facilities. “We are seeing a trend towards sustainable procurement of hygiene and chemical products. While this is already an important consideration for current market, it will likely play a bigger role in in the future. For example, Livi offers PEFC certification

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on all tissue products while providing GECA certification on two current soap products, with a view to adding certification for a third. “Using a product range which is synonymous with consistent quality creates a great risk control benefit and enables managers to focus their priorities on areas of improvement, rather than risk management. “Good Environmental Choice Australia (GECA) is a not-for-profit, membership-based organisation promoting environmentally preferable products and services. The Programme for the Endorsement of Forest Certification (PEFC) is an international, non-profit, non-governmental organisation which promotes sustainable forest management through independent certification.”

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ps preferred suppliers AIR CONDITIONING

Preferred Supplier Programme assisting the industry

BEDS & BEDDING

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.

Sunshine Coast (07) 5446 7541 Cairns (07) 4032 5133 www.themattresscompany.com.au

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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.

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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. 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. 90

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Phone: 1300 181 546

sales@wallartprints.com.au

The sign of an Industry Specialist

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preferred suppliers ps CLEANING CONTRACTORS W I D E

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T 1300 659 053 M 0412 974 878 F 1300 659 063 E paul@yardley.com.au W www.yardley.com.au

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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

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Our Services > we design > we document > we specify > we budget > we coordinate > we manufacture > we install

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HOSPITALITY TV SOLUTIONS VINGCARD DOOR LOCKS ELSAFE ROOM SAFES ELECTRICAL APPLIANCES Roy Batts - Hotel & Commercial Sales E: roy@roybattssales.com.au

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