AMG Australia - Winter 2018 by Multimedia AU/NZ

profiles Budget Motel Chain: Providing a united front

refurbishment The holiday park refurb blitz A new look for Crowne Plaza Alice Springs Lasseters

housekeeping The new-style dispensers helping you clean up How soft upgrades can cushion your bottom line Bed Bugs: The unwanted guests feasting on your clientele

www.accomnews.com.au Issue 64 | Winter 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

Australia’s Newest Hotel Brand Eat, Drink, Play, Stay 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

fd front desk

winter

front desk

industry 06

AAoA Report: Our focus is accommodation beds

08 08 10

TAA Report: Year of big accom issues

guest facilities 32

Outdoor Furniture Upgrades: When there’s an outside chance to make a good impression

Swimming Pools: Keeping your pool and guests healthy

Vending Machines: The machines that help dispense with supply headaches

AHA Report: The financial year in review Exclusive – The Rachel Papers: Accom’s trailblazer talks exclusively to AMG

management

housekeeping 38

Amenity Dispensers: The new-style dispensers helping you clean up

Bed Bugs: The unwanted guests feasting on your clientele

Insurance: The need for multi-faceted insurance

Keeping House: Wily Irish Mammy discovers Twitter…

MLR vs Motels: Management rights versus motels

Decorative Cushions: How soft upgrades can cushion your bottom-line

Floor Scrubbers: Dishing the dirt on floor scrubbers

Vacuum Cleaners: The housekeeper’s weapon of choice

profiles 20

Budget Motel Chain: Presenting a united front

Website Trends: Your accom website design tips 2018

what's hot 30

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

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

www.accomnews.com.au EDITOR

Kate Jackson k.jackson@amguide.com.au STAFF WRITERS

PRODUCTION

Richard McGill production@amguide.com.au ADVERTISING Tim Svenson advertising@amguide.com.au SERVICE

Gavin Bill service@amguide.com.au CONTRIBUTORS

Richard Munro, Carol Giuseppi, Stephen Ferguson, Frank Higginson and Judy Senn 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

Holiday Park Upgrades: Resorting to upgrades – the holiday park refurb blitz

Case Study – BIG4 Renmark Riverfront Holiday Park: On track for a bumper holiday season

Case Study – Holiday Inn Melbourne on Flinders: Certainly not your average refurbishment!

Case Study – Crowne Plaza Alice Springs Lasseters: A new look for Crowne Plaza Alice Springs Lasseters

safety & security 76

Mobile Access Door Locking: The key to smart door locking

Emergency Lighting: Light up your building in case of evacuation

energy & resources 82

Air Conditioning Upgrades: How upgraded aircon inflates profits and reviews

Music Solutions: Create harmonious spaces which help trumpet your brand

Hot Water Systems: Fend off those cold showers

Wireless Charging: Cutting the cord – the new era of wireless charging

Guest Wifi: Is your guest wifi stopping you from getting a five out of five review?

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

preferred suppliers 86

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

Mandy Clarke Rosie Clarke

technology

marketing 25

refurbishment

ACCO Y•

Editor’s Note: The issue with getting personal

DUSTR N

2018

Office Address: 5/53 Gateway Drive, Noosaville, Qld 4566 Postal Address: PO Box 1080, Noosaville BC, Qld 4566 Phone: (07) 5440 5322 Fax: (07) 5604 1680 Email: mail@amguide.com.au 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!

front desk fd Editor’s Note:

The issue with getting personal

Kate Jackson Editor, Accom Management Guide

HELLO LOVELY READERS, I’M EXCITED TO BRING YOU MY FIRST EDITION AS EDITOR. ITS NOT EASY TO FILL THE BLINGY DOC MARTENS OF MY PREDECESSOR, THE EXCELLENT ROSIE CLARKE, OR THE SHOES OF LONG-TIME EDITOR GRAHAM VERCOE, WHO IS SPOKEN OF IN REVERENTIAL TONES AT AMG AND I IMAGINE WAS A BROGUE WEARER. BUT I WILL TRY. While OTAs and Airbnb have been the focus of much venting in the accommodation industry over recent days, the one concept that everyone seems to be embracing is personalisation. From legendary TFE boss Rachel Argaman (featured in our exclusive interview this edition) to AccorHotels CEO Sebastien Bazin, everyone is talking about creating customer loyalty through personalisation of the visitor experience. To me, it feels oxymoronic to turn human connection into an industrial concept. To mine personal data to exploit visitors’ preferences and attempt to influence their behaviour is not about connection; it’s about treating humanity as a commodity, to be dealt in by the biggest players with the most money and the most insidious reach. As the owner of a small accommodation business on the NSW south coast for 12 years, I greeted pretty much every guest who checked in.

To mine personal data to exploit visitors’ preferences and attempt to influence their behaviour is not about connection...

Through years of personal interactions, we shared laughs, experiences and heartache in that little front office. Women who lost their husbands braved return visits alone, parents shocked by ugly diagnoses of their children’s illnesses voiced their devastation. One boy brought his friends for schoolies week following years of family holidays with us, and I knew him so well I never had a doubt that he’d leave the place spotless. Those connections were forged over time and were real. The knowledge of our guests’ preferences didn’t come from Google or Amazon - it came from genuine interest in how they were doing. If the future of accommodation is about helping people feel connected, as Rachel Argaman says, then let’s do that through authenticity where we can, and not try to fake or force it where we can’t. After all, in the words of that well-known philosopher Syndrome from The Incredibles; “When everyone’s special, nobody is”.

WINTER 2018

i industry AAoA Report:

Our focus is accommodation beds Richard Munro

THE ACCOMMODATION ASSOCIATION OF AUSTRALIA WAS ESTABLISHED IN 1967 WHEN A FEW MOTELIERS MET TO FORM AN ASSOCIATION OF LIKE-MINDED BUSINESS PEOPLE TRYING TO GET A BETTER OUTCOME FOR THEIR ACCOMMODATION PREMISES COLLECTIVELY.

The primary issue is that these residential premises do not conform to planning laws and are not built for purpose in terms of safety measures. Simple measures, such as testing and tagging of electrical equipment, fire suppression systems and a whole host of other design features, are almost taken for granted by most of our industry. Yet these things were expensive when properties were built, e.g. fire-rated doors and having adequate fire stairs.

Back then, we were known as the Motor Inn, Motel and Accommodation Association (MIMAA) and since then, we have had a few more name changes, including to the Hotel and Motel Accommodation Association and since 2011, the Accommodation Association of Australia.

The OTAs are another phenomenon that the industry is experiencing – but they are less than helpful, to say the least. Our most recent annual survey screamed out, loud and clear, that the industry believes that their anti-competitive practices are the biggest issue facing accommodation businesses. The OTAs develop technology better and faster than any of us to seduce consumers to use their booking platform to buy a room or rooms. The OTAs are on your television, laptop, radio, social media feeds - bombarding you with a race to the bottom on price (room rate).

The Accommodation Association is a lot bigger now, thanks to our loyal and growing membership. And even with all the name changes, for last 50-plus years, we have continued to proudly serve our members to protect and strengthen the industry. What sets us apart is our pure focus on issues which directly impact on accommodation beds. In 2018, this objective still stands true as we continue to ensure that our members’ needs are served and their concerns are addressed in taking on issues such as non-compliant short-term accommodation and the unfair market power that offshore online travel agencies (OTAs) have in Australia. Non-compliant accommodation is predominantly a state/territory issue, with different regulation being introduced in each jurisdiction. In NSW, for example, a 180-night cap on Airbnb properties in Sydney has been introduced, while in Tasmania, up to four rooms can be rented in a home with no permit. Integral to all these regulations is consumer safety. Consumer safety must be a priority when any change to regulation or legislation is being considered. Our industry has this distinct advantage – safety! It has been working for QANTAS for years and something I think we should promote more and more to our guests. Draw a distinction between our compliant, purpose-built properties against a house or apartment which has no safety requirements for non-permanent visitors. Our properties are professionally managed with staff on-site to ensure guests not only receive the level of service they expect, but to also establish that duty of care for the guest while they are being accommodated. Governments worldwide are attempting to balance consumer safety and protection against the very small, but fast-growing, segment of the travelling public who are demonstrating a preference for online platforms that facilitate short-term letting in residential premises, such as Airbnb.

The commission rates set by the online travel agencies, the way they structure their agreements and the rate parity issue is something that Accommodation Association is wrestling to recalibrate in favour of our members. We would like to think there might be favourable change in this space in the medium term, but in the interim, our members must make every effort to ensure the next time a customer re-books that they do it direct. We need to get this message out there! Offer guests an incentive; offer premium service, priority check-in, free high-speed wifi, late check-out - whatever it takes to send the message that when you book direct, you are really an important customer. The big chains do this through their loyalty programs, whereas smaller operators focus on personal touches. Take a leaf out of Airbnb’s marketing and be like a ‘host’. The difference is that we are at the property to welcome our guests and hand over the room key versus picking it up out of a mail box and if you’re lucky – from some real estate agent. Another small change, but big for consumer optics, could be to review your website, make it simple, image rich (high resolution) but there should be a big button saying ‘BOOK DIRECT’, not ‘book now’. I am often asked if the Accommodation Association is a company and the answer is no. We are an association and registered organisation with the Fair Work Commission, funded by our members. We are only as strong as the number of members we serve and we negotiate benefits and services that, if taken up, will outweigh your membership cost. If you are thinking about how to help improve your business, get involved, make a difference and learn more on how your industry is assisting you. By Richard Munro, CEO, Accommodation Association of Australia

ACCOM MANAGEMENT GUIDE

i industry TAA Report:

Year of big accom issues THERE’S NO DOUBT 2018 HAS ALREADY BEEN A BUSY YEAR FOR TOURISM ACCOMMODATION AUSTRALIA (TAA) AT ALL LEVELS AS WE WORK TO REPRESENT THE INDUSTRY ON MATTERS OF VITAL IMPORTANCE TO THE ACCOMMODATION SECTOR. A key issue recently – and for the foreseeable future – is that of unregulated accommodation. TAA has had strong on-going advocacy on this issue for more than three years with governments right around Australia. In NSW, we have had some recent success in overturning a decision to permit all short-term letting with no restrictions, with the state government instead recently introducing a 12-month trial involving a 180day cap in Sydney and a code of conduct. We continue to seek further changes – including effective and transparent monitoring and stronger controls; beyond just regulating bad behaviour. Right around Australia, we remain concerned at the rapid conversion of residential properties into commercial tourist accommodation in metropolitan areas and will continue to advocate strongly on this issue. At the federal level, the recent budget contained some good news for tourism, with targeted infrastructure spending, an increase in the Tourism Australia budget over the forward estimates, employment initiatives

based around improving skills shortages and $45 million in regional tourism funding grants all welcomed by the industry. Positive initiatives included $300,000 earmarked for a much-needed cruise ship options study for Sydney, as well as funding for an economic zone around Sydney’s second airport and up to $5 billion on the Melbourne Airport rail link. We also welcomed the funding increase for Tourism Australia, which will see its total appropriation rise to $162.2 million by 2021/22 – quarantined from the government’s Efficiency Fund. Additional spend in the Building Better Regions Fund was also a real boost for regional Australia - the government will provide $206.5 million over the next four years - this includes $45 million to improve tourismrelated infrastructure and support demand-driven projects in our regions. This shows the government is serious about helping to drive investment in the tourism sector and increasing visitation to our regional areas – something TAA has been pushing for. It’s important to note the tourism industry, including the accommodation sector, is continuing to perform strongly in both visitation, expenditure and investment. In 2017, both international and domestic visitor nights increased 4.8% to 265 million and 350 million respectively. International visitor expenditure increased 5.6% to $41 billion and domestic visitor expenditure increased 5.8% to $64 billion.

AHA Report:

The financial year in review AMIDST THE MADNESS OF END-OF-FINANCIALYEAR PREPARATIONS, IT’S WORTHWHILE TO STOP AND PAUSE TO CONSIDER WHAT THE AUSTRALIAN HOTELS ASSOCIATION (AHA) HAS ACHIEVED OVER THE PAST TWELVE MONTHS. The AHA, incorporating Tourism Accommodation Australia, is the principal body representing Australia’s 6,000 hotels which employ 300,000 Australians. As the leading employer organisation for Australia’s hospitality and accommodation businesses, and with the support of our members, we have continued to lead the entire industry’s representations to the Fair Work Commission’s (FWC) Review of Modern Awards. Thanks to the successes of AHA’s indefatigable Workplace Relations team, assisted by AHA members standing up to give evidence, 2017-18 has seen the advent of monumental industrial relations change under our governing award - the Hospitality Industry (General) Award 2010. From 1 July 2017, the first of three penalty-rate reductions took effect. These reductions will see the penalty rates of permanent employees decrease 25 basis points over a period of three years, which is particularly important in a 24/7 industry such as ours.

ACCOM MANAGEMENT GUIDE

From 1 January 2018, flexible permanent part-time provisions under the HIGA took effect. These provisions allow ‘flex-up’, where part-time employees can now work additional hours at ordinary rates. This decision was the direct result of the FWC agreeing with the AHA that greater flexibility in part-time employment is both in the interests of the employee and the employer, and that the previous part-time provisions in the HIGA were unworkable. These two decisions translate to real cost savings for employers in the hospitality and accommodation sector. Our feedback has been that by offering casual employees the permanency of flexible part-time contracts, some larger hoteliers are making six-figure annual wage savings. This is freeing up capital to hire more staff, provide additional training, re-invest in venues and expand product offerings. However, we also need to be cognisant that our industry faces very real workplace relations threats just around the corner. At the forefront of these is the threat that a future Commonwealth Parliament could override the independence of the FWC and legislate to restore penalty rates to their pre-July 2017 level. Not only would this jeopardise the jobs and investment growth we’ve seen in our industry, but it would condemn workplace relations policy to the same hyper-

industry i

Carol Giuseppi

When it comes to investment, there are more than 200 hotel projects and 40,000 rooms in the capital city supply pipeline across Australia. One of the keys to maintaining a sustainable pipeline will be addressing the issue of unregulated accommodation (mentioned above). And with any supply growth, of course, comes the need for talent. As a major employer, the biggest issue facing the industry is the shortage of skilled workers. With increasing skilled migration constraints, the focus continues to be on attracting Australians to jobs in the sector. Recently, TAA hosted the second ever Hotel Career Expo in Sydney â&#x20AC;&#x201C; attracting close to 1000 students to learn about great careers in hospitality. We will be reviewing the expo outcomes and looking at how we can leverage the fantastic assets we have created to grow pathways to careers in hospitality. And in the face of constraints, we continue to advocate for a skilled migration program that recognises the important role that intra-corporate transfers play in skills exchange and development and for pathways to permanent migration for international hospitality students and skilled employees in regional Australia. TAA looks forward to continuing to work closely with the federal government â&#x20AC;&#x201C; as well as the various state and territory governments over coming months on a range of initiatives to benefit our sector. By Carol Giuseppi, CEO, Tourism Association Australia

partisan quagmire that has stymied reform over the past decade on important issues such as energy, taxation and migration.

Stephen Ferguson

Other threats include a Senate Committee Inquiry into the use of contracting and subcontracting cleaning companies, an increase in vexatious compensation and workplace claims against employers, and a militant ACTU abandoning the steady pragmatism of years gone-by. At all times, our AHA state branches across the country remain the industry-leaders in providing free legal and workplace relations advice to our members to safeguard against these threats, ensuring member knowledge of and compliance with the Award and other required workplace standards. The AHA, incorporating TAA, is proud to be the lone industry voice on workplace relations furthering the interests of the hospitality and accommodation sector. Our members are vitally important to Australiaâ&#x20AC;&#x2122;s future economic growth, and the AHA is committed to achieving a workplace relations environment that allows their businesses to flourish.

The art of wireless charging. Turn almost any horizontal surface into a mobile charging point without cables, adaptors or power sockets.

zenswirelesscharging.com.au

By Stephen Ferguson, CEO, Australian Hotels Association WINTER 2018

i industry EXCLUSIVE:

The Rachel Papers: Accom’s trailblazer talks exclusively to AMG THIS MONTH, ONE OF THE ACCOMMODATION WORLD’S LEADING LIGHTS WILL ‘EXIT STAGE LEFT’ FOR A NEW ROLE OUTSIDE OF HOTELS. Rachel Argaman has forged a formidable reputation within the maledominated upper echelons of our industry. She is universally respected as head of the Toga Far East Hotels group (TFE) and her 20 years in hospitality have been marked by a warmth, enthusiasm and accessibility which have made her a favourite with all at AMG. During her tenure as CEO, TFE Hotels has grown from its beginnings as a serviced apartment operator to a multi-brand hotel group in locations across Australia, New Zealand and Europe. Chief Executive Women describes her as “a visionary leader who believes in 'encouraging the heart'”. As we bid a reluctant farewell to one of the industry’s best, editor Kate Jackson caught up with Rachel to talk about her time as one of the nation’s true female pioneers. “It has been 20 wonderful, challenging, meaningful years. I have loved them,” says Argaman of her time at TFE. “We have introduced new brands, put our customers at the heart of our organisation, expanded into new countries… “Most of all, those years are hallmarked by exceptional people and committed relationships, for that is what counts. “The time has come, however, for me to move on to new challenges. “And, after 11 years with one CEO, for TFE Hotels to have the renewal that every organisation needs by appointing a new CEO and continuing this remarkable journey forward with the exceptional team and bench strength that TFE has.” It is typical of Argaman to put others are the heart of her own swansong. Born in England and raised in South Africa, the TFE chief has embraced Australia along with her husband and three children - and Australia has embraced her back. Her championing of others is based on a fundamental valuing of humanity. Asked what she would take away from her time at TFE, she replies: “Most importantly, knowing that business is built on relationships and that people do business with people they like. “I know that it is human connection that matters, that focus is transformational, and that together, a committed group of engaged people can achieve anything they set their minds to.” It is a positive message which is backed up by action. Argaman is a director on the board of charity HarvestOZ, to which all TFE hotels donate quality leftover food. She also participated in the Australian version of the Undercover Boss TV series to experience TFE at the chalkface, a move which has facilitated ongoing changes in the way the senior management team works. Argaman is no soft touch, though. She has a reputation as a shrewd operator and a straight talker.

ACCOM MANAGEMENT GUIDE

Rachel Argaman

Asked about the threats to the local accommodation industry from offshore OTAs and Aibnb, she replies: “Both OTAs and Airbnb are strategic and important distribution partners for hotels and we value the partnership we have with them. “I do believe, and my friends at the OTAs would know this, that OTA commissions are too high and need to reduce. “The pressure which other successful distribution partners such as Airbnb places on more mainstream distribution partners is therefore very positive. “As with many industries, rising costs including commissions and electricity are an ongoing challenge.” Almost 20 years in the industry has given Argaman perspective on the seismic shifts accommodation has undergone in the 21st century - and on the trends which will shape it over the next two decades. “It is a dynamic industry and we have seen the disruption of the OTAs and the changes in distribution dynamics, we have weathered the global financial crisis and learned the invaluable lessons it taught us. “Now we see the dynamic in the importance of a sense of place; the deep need, in an on-line world, for us all to feel a sense of connection and belonging, a community of like-minded people and that sense of ‘neighbourhood’, of being connected to our neighbours and the locale or landscape around us. “So the design of hotels and accommodation is changing to accommodate this trend and we now see lobbies which are ‘living lounges’, communal hubs for guests to hang out and meet a like-minded cohort. “And we see the precincts around hotels being designed, so for example, the new Adina coming in Constitution Place, Canberra, has a ‘theatre lane’ of activated retail and drink and dining options connecting it to Canberra theatre.

industry i

“The new Adinas in Pentridge and in West Melbourne will have curated precincts designed to create a local hang out where there are great coffee, micro-breweries, boutique movie theatres, unique retail etc so that the hotels are the ‘hub and the heart’ of the precinct.” Asked who has inspired her most and she struggles to come up with a name.

“While there is a huge amount to do and learn, the prospect of making a difference in caring for our elders is my ‘why’ and the reason I decided to leave TFE after 20 years,” she said. “Aged care is an industry with real social purpose: to nurture a sense of belonging and connection so our elders can truly live their later years, an industry that needs to foster intergenerational and community contact,

“I can’t choose one person. I’ve had the honour and privilege of working alongside so many incredible and passionate people associated with this vibrant industry.”

and importantly, deliver a personalised resident experience.”

She finds it easier to talk about the greatest achievements looking back over her time at TFE. “I believe that I have added value and am proud of my legacy to TFE relationships, performance, culture and growth,” she says.

fostered joint ventures and overseen TFE’s acquisition of the ANZ

“I am particularly proud of our future leaders programme, our can-do culture which appreciates that ‘companies don’t succeed, people do’, and the strong pipeline of incredible new hotels we have coming over the next five years which represent a 41 percent growth on our current size.

During her time in the accommodation industry, Argaman has created and managed new brands, established new businesses overseas, Travelodge and Rendezvous Hotel brands. She has variously been named 2012 Fellow of the International Centre of Excellence, HotelsWorld First Award winner, HM Magazine’s Hotelier of the Year and the Telstra National Corporate Businesswoman of the Year. Unlike many at the top of the tree, Argaman is not arrogant about her achievements, but grateful for the opportunities accommodation has

“I will always be TFE Hotels’ greatest advocate and will take enormous pleasure in watching its successful journey forward.”

afforded her. “It has been an outstanding adventure,” she says.

Regrets? Argaman is not one to dwell on the negatives. “I don’t have regrets other than where I know I could have given people more time and attention,” she says.

to announce who it will be.

Humanity is at the heart of her new role as CEO of Opal Aged Care from 6 August.

TFE Hotels has embarked on a global search for her successor but is yet

One thing is for sure, Argaman’s shoes may not be the biggest in the boardroom but they’ll be pretty hard to fill. By Kate Jackson, Editor

illuminated modular digital dancefloors

quick to set up - and pack away

» Easy to clean (IP65 tempered glass surface can

be mopped)

» Strong - can support 500kg/m2 (that’s a med car) » Easily customisable programs for any occasion or

special event

» Supplied in roadcases for easy storage & transport » 600 x 600mm square panels clip together magnetically create any sized floor in multiples of 600mm example pricing* 3.6 x 3.6 meter floor (3.8m with edges) $12,995 4.8 x 4.8 meter floor (5m with edges) $19,995 6 x 6 meter floor (6.2m with edges) $29,995 *Delivery from us to you will affect final price

We supply the controller pre-programmed with a large selection of patterns and effects which can be Sound Activated or DMX controlled by a DJ, or you can just leave it on auto and adjust the speed. We will also provide free remote training via Teamviewer for your staff who will be changing the text messages and loading custom logos and colours for events. As we have these manufactured to your specifications there is usually a 4-6 week delivery. We also include a quantity of “packers” in case you have to set it up on a slightly uneven surface or your floor has dips as it is important that the panels mate up properly. Also some spare LEDs, cables and parts for field maintenance if required.

For pricing/product queries please contact: jon@edwardssound.com.au EDWARDS SOUND SYSTEMS LTD THE WAY WE PUT IT TOGETHER SETS YOU APART Unit 17, 110 Bourke Road, Alexandria, NSW 2015 T: 1800 287 149 E: jon@edwardssound.com.au www.edwardssound.com.au WINTER 2018

Australiaâ&#x20AC;&#x2122;s Leading Portal for Buying & Selling Management Rights, Motels, Hotels & Caravan Parks

32,000

Listings viewed in July Monthly Featured Listing Package Only $250ex gst (Normally $500) Be 1 of only 6 listings featured on the AP home page for one month

Be included on the dedicated AP digital newsletter sent to 7,500 potential buyers

Listing remarketed to AP users when they visit other websites, guaranteed 50,000 impressions.

Donâ&#x20AC;&#x2122;t delay get your broker to give Stewart Shimmin a call today on 07 5440 5322 to secure your Featured Listing

www.accomproperties.com.au

The fastest growing accommodation listings website Listings from all the leading brokers on the one website

Motel

Sales Specialist

“A website for buyers/sellers such as Accom Properties has been well overdue for years. Buyers don’t want to view multiple websites to see whats for sale in a particular region or town, they want all properties on the market with relevant criteria at their fingertips now and you’ve been able to provide a platform which is fantastic. Well done.” – Brett Salter, National Accommodation Manager, ALH Group Limited

www.accomproperties.com.au

m management Insurance:

The need for multi-faceted insurance FOR AN ACCOMMODATION PROVIDER, RISK MANAGEMENT IS ONE OF THE MAJOR FUNDAMENTALS OF CONDUCTING BUSINESS AND, AT THE FOREFRONT, IS INSURANCE – IN ITSELF A MINEFIELD.

•

Replacement cost of contents, plant and equipment, allowing for the effects of inflation, cost increases and currency fluctuations on imported equipment.

Insurance requirements can be largely divided into:

•

The maximum level of stock likely, if a loss occurs at a peak period or while a stockpile has accumulated.

•

Costs of fire extinguishment.

•

Demolition of damaged property and removal of debris, site clearing, clean up of contaminants, transport and disposal of high hazard contaminants such as asbestos.

•

Temporary protection of undamaged property and temporary repairs to minimise further loss.

•

Administrative costs to restore records.

•

Architects, engineers, surveyors and other professional fees in the reconstruction of the building.

•

Increased building costs as a result of government requirements local, state and federal (such as upgraded fire prevention measures, flood risk minimisation, heritage preservation order, disabled access etc)

• • • • •

Property Public liability Management liability Loss of business Disaster

Bearing in mind, each of these can overlap into each other areas.

Property One of the most important issues when insuring your business assets is the establishment of an adequate sum insured for the property after a partial or total loss. The setting of an adequate sum insured should be considered when taking out a policy, not at or after a loss – after a loss its then the job of an assessor to determine the full replacement value prior to the loss so that the insurer can determine if any underinsurance penalty should apply. The policy limit needs to take into consideration a number of factors, such as: •

Small, as well as large, damage

•

The actual replacement value of buildings, out buildings, perimeter

ACCOM MANAGEMENT GUIDE

fences, paths, car parks, underground services, allowing for escalation of building costs during the rebuild process.

Public liability Needless to say that in today’s increasingly litigious society the need to protect a business against personal harm has never been greater. An accommodation provider may think a claim is completely baseless or without merit but it will cost time and money to defend successfully, no matter how good risk management procedures are.

management m

Public safety in an accommodation complex is paramount. Despite all the risk management processes in place, accidents do happen. Public and third party insurance is inescapable. The key issues are: • •

The fine print differs from area to most-at-risk-prone area as do the conditions and cost. And there are countless examples where cover has not been sufficient or totally negated by conditions laid down within a policy.

How many aspects does the policy cover and is it adequate? Is the amount of cover adequate?

In each of these cases, most accommodation providers would have to respond in the negative.

Management liability What many accommodation managers do not realise is that their personal assets can be put at risk by many claims. The insurance industry has seen a need for non-corporate businesses and their managers/directors to be covered in the same way as larger corporate bodies have been in the past. Consequently the advent of management liability insurance has become available to almost all types of business and covers a wider range of risks than those normally associated with directors and officers cover. The benefits of having management liability over in today’s business world are obvious and have been highlighted by many high profile cases in the media recently. A management liability policy will help with the legal costs associated with defending allegations of misconduct in areas such as occupational health and safety or sexual or other types of discrimination. Such allegations may have no truth in them whatsoever but, as many companies have found in recent times, the cost of defending them can easily run into hundreds of thousands of dollars.

These range from bush fires through droughts, floods, cyclones and even civil unrest and obtaining insurance coverage for these is not at all easy. As has been evident in the past, the detail is in the fi ne print - such as when is a flood a flood? The fine print differs from area to most-at-risk-prone area as do the conditions and cost. And there are countless examples where cover has not been sufficient or totally negated by conditions laid down within a policy. These are the areas that are hardest of all for accommodation providers to prepare for risk management. It is one thing to prepare for a cyclone in a cyclone-prone area like Mission Beach but how does one anticipate and plan for an earthquake in Newcastle or civil protest in Brisbane? The key is for insurance brokers to provide you with a total, costed assessment of what you, the accommodation provider, needs in the way of protection but you also need to know just what you need to protect.

Looking for cover?

•

Crime cover – This section is designed to protect the company for dishonest acts by its employees.

•

Employment practices – Protection against claims arising out of employment practices (harassment and unfair dismissal being two common claims).

•

OH&S investigations and defence costs – This cover protects the entity and the directors against costs associated with occupational health and safety and workers compensation investigations.

•

Statutory liability – Designed to protect the directors against costs associated with any regulatory body.

Business interruption (loss of profits cover) Loss of business can occur as a result of a number of factors such as fire, theft, technological break downs, accidents or anti-terrorist measures that are beyond the control of the accommodation provider. Policies to cover such eventualities are highly complex and beyond the boundaries of this article.

Disaster Accommodation providers in Australia are probably subject to more minor and major disaster risks than most other countries.

2165-0618-1.1

Some of the covers offered by management liability policies in today’s insurance market are as follows:

• Residential & Commerical Strata • Resort and Accommodation • Professional Indemnity • Resident Unit Managers • Property Insurance Gallagher’s team of insurance experts has the knowledge you need to protect your business, your prize assets and your reputation.

For an informal chat on your insurances, contact the team: 07 3387 1900 beenleigh@ajg.com.au

WINTER 2018

m management supplier profile BIG4 HOLIDAY PARKS

BIG4 goes from strength to strength

The holiday park industry has experienced some big changes recently. How has BIG4 fared?

in the past year, and we have seen a double-digit growth in the total bookings online of both with cabin bookings growing at 14% and sites at 20%. This shows our parks continue to be popular with a range of guests and they are coming to BIG4. com.au to research and book their trips more and more.

Steven Wright: We certainly have been through a time of major change in the holiday park industry but BIG4 took advantage of those changes to grow from strength to strength.

We have record satisfaction amongst park owners – mainly driven by a more flexible fee model driving stronger value for money – but also a more co-operative nature across the network.

We undertook research throughout the year with some important findings for our parks and customers, the most important being that BIG4 continues to grow as Australia’s favourite holiday park network with consumers on multiple measures.

Your website drives better value for parks than OTAs. Is that right?

Satisfaction with the services BIG4 provides amongst our independently-owned park network is as high as ever, and our website BIG4.com. au continues to grow with the highest online revenue and member bookings of any park network.

SW: That’s right. BIG4.com.au delivers higher value cabin bookings at significantly lower commission and less cancellations than OTAs. The average cabin booking value at BIG4 has risen and the cancellation rate through our site is significantly less than OTAs. Ours is six per cent against the OTA average of 20%.

The year did involve change for BIG4, but it was all good news.

Why are park owners so satisfied at the moment? SW: We have changed our operating model over the past 18 months. We are now much more focused on providing the parks the services they need and want which has helped underpin their satisfaction. We have significantly increased our focus and resources on the three key areas of brand, sales and loyalty supported by the best systems and resources in the industry. A change in the financial model, to a more incentivised fee has also had a major impact with parks now being very satisfied with their return on investment and value for money. We have also introduced a range of new initiatives to support the business model we rolled out in 2017 highlighted by our Descriptor model which categorises our parks for consumers. We’ve improved our use of the data parks are providing us and have delivered more benchmarking tools for them to understand their business more.

ACCOM MANAGEMENT GUIDE

BIG4 CEO, Steven Wright

BIG4 branded parks continue to earn more from our website than they did from using all of the online travel agencies, at a lower cost than OTAs. BIG4.com.au generated more revenue and bookings than any other channel, and higher rates than industry standard. That’s something we are very proud of and the parks are very happy with.

What growth did you see in terms of revenue? SW: The BIG4 distribution system and loyalty program now delivers over $100 million in bookings to parks. That’s an outstanding achievement in an environment which continues to be disrupted, particularly for our cabin product. Nearly 7 million people have visited our website

The average cabin booking on our website is nearly 40% higher than those from OTAs so we know from these results that we deliver greater value to our park owners. This, combined with the with lower commissions and better average daily rates than the industry standard, shows just how valuable the site is to parks.

BIG4’s loyalty program is a key driver of revenue as well isn’t it? SW: Our members continue to be the lifeblood of the business. BIG4 members spent $76 million on accommodation bookings throughout our network in FY18; and we foresee that growing again this year with the updates to the program and our improved communications to members. They also spend when they’re in park which delivers even more value to our park operators. The latest iteration of the program is called BIG4 Holiday Perks. It offers even more value now for members, with more benefits, discounts and inpark Perks which are about making our members feel more valued in our parks.

management m

Our membership base grew in FY18, with nearly 190,000 paid and VIP members in the Holiday Perks+ and VIPerks program, as well as 170,000 subscribers to the Holiday Perks program. Our Perks+ and VIPerks members booked more than one million nights in our parks in FY18. They are very valuable to us and we want to keep delivering great experiences for them.

How have park owners responded to the changes at BIG4? SW: Our parks are independently-owned and they form a very large set of stakeholders we support throughout the year; whether that’s for marketing and operations support, revenue management, benchmarking and other services. The change to the model of how parks engage with BIG4 was a significant event in the history of BIG4 and we have come through the other side in an even stronger position than before. We have the most satisfied group of park owners at any time in recent memory, based on a survey we completed mid-year. More than 90 per cent of park owners rated being a BIG4 park as excellent value for money, and more than 86 per cent are very satisfied with the park support, services and business development they receive from BIG4. The brand is still very, very strong in the minds of consumers and under the new model with more BIG4 parks using the brand assets we are seeing that brand strength improve. Parks want to be aligned with a strong brand so they are very happy to see it getting better and better.

What can you tell us about BIG4’s brand metrics? SW: The brand continues to be the most trusted and recognisable in the industry with consumers. Our key measures are unprompted and prompted brand awareness, brand preference, and intention to stay. Across every measure BIG4 is dominant and is the preferred holiday parks brand for guests. The awareness of the brand with travellers is by far the largest in the category and six times more guests said they preferred BIG4 parks to any other brand. The equity in the brand that

Snapshot: BIG4 Holiday Parks Number of parks: 130+ BIG4 branded parks, 40+ affiliate parks Membership: 190,000 paid members and 170,000 subscribers Website visits FY18: 7 million Bookings: BIG4 ADR for cabins is 11% higher than industry average. BIG4 ADR for sites is 16% higher than industry average Website bookings: BIG4.com.au average cabin booking is 40% higher than OTAs. Cancellation rate: Six per cent vs OTA average of 20% Park satisfaction: 90 per cent of park owners say BIG4 is excellent value for money Brand metrics: 75% prompted brand awareness; 60% prefer the BIG4 brand (6x more than any other brand)

our parks have built over the past 40 years by delivering wonderful holiday experiences is something other brands can’t match. BIG4 is all about quality, making connections, great locations and having fun and we are focused on ensuring that we continue to deliver that to our guests. We’re very proud of the work, the innovation and the effort that’s gone into communicating the BIG4 brand to consumers in FY18, and we’ll continue to break new ground using insights and data to inform our plans.

Speaking of which, what is coming for BIG4 in 2019? SW: We are undertaking a significant rebuild of our website, content and channels in FY19, to transform BIG4.com.au and enhance its status as the best in the industry for holiday bookings. We are conducting a revenue management

pilot program with parks, which is designed to develop the parks’ understanding of how they can maximise their revenue across channels and ultimately generate more revenue and profit for parks. We are also working on a real-time performance and benchmarking app, and we will continue to mine for customer insights and opportunities with our focus on data and analytics. There’ll be the next iteration of the BIG4 Holiday Perks membership program and more support to grow park revenue through BIG4 channels.

Will BIG4 grow? SW: Yes, it will. We now have a model which allows for further growth by providing more options for parks wishing to join the network. We have full co-operative parks using BIG4 in their name and fully leveraging the strength of the brand, and we have more than 30 affiliate parks in the network growing their sales through BIG4. com.au. Our objectives for 2019 are to bring more quality parks into our network, in more locations, have more parks with the BIG4 name, and grow the sales through BIG4 channel so we can deliver even greater value for parks in our network. Our focus on BIG4.com.au, our new website development and use of data, will generate larger audiences and bigger revenues for parks.

Any last words? SW: BIG4 is only getting stronger. Since changing the model and exiting some parks that were diluting the BIG4 brand, we have increased the number of parks in our network using the BIG4 brand across all channels and the satisfaction of our parks has increased significantly. Our focus will remain what it has always been: from a consumer perspective that is to connect our guests with the best experiences in the best parks in the best locations. And from a park perspective, that is to continue to generate the revenue, the bookings, the innovation, the support and the brand experience they joined us for in the first place. We’re a big growing family, and we’re even tighter now.

WINTER 2018

m management MLR vs Motels:

Management rights versus motels Frank Higginson

THERE ARE (OBVIOUSLY) TWO VERY DIFFERENT BUSINESS MODELS IN THE MANAGEMENT RIGHTS AND MOTEL INDUSTRIES... While everyone seems to write about one or the other, we thought that it would be interesting to compare the legal characteristics of both and apply some commercial consideration to the pros and cons of each. For the purposes of this article when we talk about a motel, we are talking about a leasehold motel. If you own a freehold going concern motel, a lot of Concept

the voting and decision-making issues fade away as you are in complete control of everything as both landlord and tenant. A decision to enter either industry comes down to your own personal preferences around a range of things – not the least of which is location the type of lifestyle or investment return you are seeking. Into that investment decision melting pot can go many things – some of which might be what we consider in this article. So, in no particular order, here goes! By Frank Higginson, Director, Hynes Legal

Management rights

Motels

Legal documents

The main documents for a management rights will be a Caretaking Agreement and a Letting Agreement (between the management rights owner and the body corporate). There will also need to be a letting appointment in place with the owner of each lot in the letting pool. Sometimes these can be leasebacks as well under which a fixed return is paid (as opposed to an amount after management expenses).

There will be a registered lease in place between the owner of the freehold land (landlord) and the motel operator. There are no letting appointments because the motel operator is renting the motel rooms on their own account.

Tenure or term

Management rights agreements will have a term limitation of 10 years (Standard Module) or 25 years (Accommodation Module). They cannot go above that at law.

There is no limitation on term on a lease. It can be for as long as you can negotiate, but that will often be 25 to 30 years.

Other parties interested

There are three groups you need to deal with. A body corporate made up of: • a committee of up to seven people (usually active); and • owners of the number of lots in the scheme in general meeting (usually passive). The last group is the investors that have appointed you to act as their letting agent.

A single entity being the landlord.

Incoming cashflow

There are two streams of income: • Caretaking remuneration (fixed and usually increased annually by CPI); and • Letting income (commission and other income able to be charged in the letting appointment), which can vary subject to the number of letting appointments you hold and in short-term letting, the state of the market you operate in.

All of the income from motel guests in whatever form – tariffs, food and beverage and so on.

Expenses

Usual operational business expenses (bank charges, depreciation, etc). The body corporate usually pays for consumables used in maintaining the common property (chemicals, fuel, etc). Caretaking equipment is sometimes yours but sometimes the body corporates.

Usual operational business expenses (bank charges, depreciation, etc). The big difference here is that in a motel you pay rent to the landlord in exchange for exclusive occupancy of the motel. The landlord usually pays for capital type expenditure but all other expenses are usually the moteliers. It is critical these are properly set out in the lease.

Key drivers of counter party

Presentation of gardens and grounds (owner occupiers) and investment returns (investors). This can lead to (via owner occupiers) daily supervision in effect.

GST on tariffs/rents

Licencing

Need a Property Occupations Act licence and a trust account when letting. If the business is caretaking only there is no need for a licence.

No licence to own a motel, but may need associated council health licences or a liquor licence to operate any ancillary businesses (i.e. a restaurant).

Residency

Might or might not be required to live on-site. This depends on the management rights agreements.

No licence to own a motel, but may need associated council health licences or a liquor licence to operate any ancillary businesses (i.e. a restaurant).

GST

Usually no GST on tariffs/rents

Might or might not be required to live on-site. This depends on the management rights agreements.

Day to day decision making

As a contractor to the body corporate it is usual for there to be some direction provided at committee level.

The motelier can make all their own decisions on the day to day running of the business without referring to any other party.

Decision-making with respect to the buildings and improvements

Some at committee level, some at general meeting level. There is the ability to divide and conquer via personal relationships.

The landlord. One decision maker which makes this personal relationship very important.

Financial accountability

To all of the individual letting owners for income received and to any financier.

To landlord for rent and after that – no one (other than any financier)

Bank security

Protected under the BCCM Act via notice (Qld only) – otherwise a right of entry document is required.

Needs a right of entry document.

Statutory support

Management rights are relatively heavily supported via the BCCM Act

Support in some key areas under the Property Law Act

Food and beverage

Rarely offered in management rights

Common in motels, whether that be a simple breakfast, or a fully stocked and licenced restaurant

Obligations and duties

Set out in the management rights agreements – usually a very detailed list of what needs to be done from a caretaking/facility management perspective.

Set out in the lease – but generally the motelier is left to their own devices as to how or what they do to ensure that the motel is maintained and kept in good repair and condition.

ACCOM MANAGEMENT GUIDE

E EW G N N RA

Great reputations come to rest on SleepMaker Commercial solutions. Developed specifically for the Accommodation Industry, our 2018 Sleepmaker Commercial Bed range is designed to meet all budgets and levels of accommodation, from Backpacker Hostels to 5 Star Hotels.

Visit our website for the complete 2018 Commercial Bed Range online today!

SleepMakerÂŽ is Australia's largest bedding company.

SleepMakerÂŽ Commercial specialises in hotel & commercial bedding.

Contact the Sleepmaker Commercial Customer Service Team Today!

1800 425 903 | commercial@sleepmaker.com.au www.sleepmakercommercial.com.au

p profiles Budget Motel Chain:

Presenting a united front THE BUDGET MOTEL CHAIN IS A LEADING BRAND, PROVIDING EXCELLENCE IN ACCOMMODATION FOR A DIVERSE MARKET.

be launching in the coming months •

Secure, single use Virtual Credit Card (VCC) for use by properties which employ the UseROSS channel manager. These are designed to minimise fake bookings and no-shows by charging the guest at time of booking to ensure that the property receives part or full payment of the booking

•

A Direct Deposit System (DDS) again for use by properties which use the UseROSS channel manager. This DDS system is designed to replace the VCC system and reduce the merchant fees properties pay for entering credit card numbers in to their Eftpos machine for bookings

•

A book now button. Although there are a lot of book now buttons available, our one is designed specifically for the UseROSS channel manager, making the booking process simple and secure

Below he points out the brand’s unique points of difference and what benefits members can expect to receive:

•

In-house IT support for members who use the UseROSS channel manager

•

A simple fee structure ensuring equality for all members

•

Access to bookings via our corporate contracts

•

We own and operate the UseROSS channel manager which is included in the membership. The newly redeveloped UseROSS will

•

Listing in our downloadable accommodation guide, so you can now store it on your mobile device

It is widely known and well respected for offering good, clean comfortable accommodation at affordable rates for cost-conscious travellers throughout Australia and New Zealand. Budget Motel Chain properties can be found in the smallest country towns through to the largest cities, but they all deliver a unique balance of attractive aesthetics, good service and moderate pricing. The Budget Motels Chain encompasses four brands; the well-known Budget Motels, Orbit Inns, Paragon Hotels and their newest brand, Budget Motels Gold. Christopher Fozard is the Chain’s Operations Manager, he brings years of defence, customer service and community organisation experience to his role and of course a love of hospitality. He warmly welcomes interest from all accommodation providers, eager to expand the Budget family.

We are one of Australia’s largest suppliers and manufacturers of Commercial Bedding, Pillows, Bed Linen, Towels, Blankets, Electric Blankets and Soft Furnishings, supplying the accommodation industry with premium textile products for over 50 years. We are Australian owned and designed.

www.jasoncommercial.com.au Phone: 03 8390 3333

EST. 1948

ACCOM MANAGEMENT GUIDE

profiles p

Left to Right: Naina Gill, Paras Seth, Chris Fozard, Tammie Oâ&#x20AC;&#x2122;Halloran and Sara Williamson

NATIONAL COMMERCIAL SUPPLIER OF

MATTRESSES & BASES

ENSEMBLES COMPARE VALUE FOR MONEY

A PREFERRED SUPPLIER TO THE BUDGET MOTEL CHAIN

WINTER 2018

p profiles Budget Motel Chain:

•

Assistance with property Facebook pages

•

An ever-growing list of preferred suppliers

•

Be kept up to date with regular newsletters containing the latest industry news

•

Access to our list of relief managers

•

An invitation to our closed, members only, Facebook group. Have a question or comment, ask our members for their suggestions.

•

Annual conferences and AGMs in beautiful locations

•

Ability to install signage of one of Australia’s most famous motel icons, the Budget Motels black and gold ‘B’.

The Budget Motel Chain’s team... Christopher attests to the strength and spirit of the team at Budget Motel Chain. He said: “The team consists of our dedicated head office staff members but also our board of directors, who are themselves moteliers with vast experience and backgrounds. Their decisions and leadership have helped direct not only the future of the Budget Motel Chain, but the industry as well. “Now in our 40th year, we continue to be supported by some of the accommodation sector’s leading organisations, focusing on providing the best levels of service and knowledge to our members and stakeholders.”

Tell AMG readers why you think it so important to be part of a team. Christopher told us that it is now more important than ever to band together. “In the current climate, with the OTAs controlling so much of the online booking market, we as an industry need to work closer

together with the Accommodation Association of Australia, to push back against these behemoths and take some of the dominance away from them. Not only for our members, but for all property owners across Australia, especially the ones that feel they are just ‘a small fish in a big pond’. “This could be partly achieved by educating the public about the percentages that OTAs charge and the amount of money that they are taking offshore, without paying the same business taxes that every other company pays.”

Up in the cloud with RMS Switch to cloud-based technology, reduce infrastructure costs, increase data security and boost online sales.

integrates directly with its channel manager – enabling seamless product distribution through all leading online travel agents.

That’s the message from RMS – The Hospitality Cloud, the world’s fastest-growing property management system.

“It also features a powerful internet booking engine that can be plugged directly into a property’s website, increasing direct sales and reducing expensive commissions.

CEO Gerry Comninos says: “Cloud-based technology suits properties of all sizes. “We work with a lot of smaller regional properties and they love the fact our system liberates them from costly servers and allows them to focus on the business of selling and marketing rooms. Gerry Comninos

ACCOM MANAGEMENT GUIDE

‘The RMS property management system

“Features of the RMS system include property management, channel management, point of sale, dynamic pricing, housekeeping, accounting, tour desk, event management and sales. “RMS works with 6000+ hotels, serviced apartments, holiday parks and work camps in 30 countries.”

Turn anywhere into an office with the fastest growing Property Management System in the world!

Property Management

Channel Management

Book Now Button (IBE)

Dynamic Pricing

Mobile Access

AND MUCH, MUCH MORE! RMS is a mobile-friendly, cloud-based management system based on 35 years of industry leading experience and technology. This means you can access and run your business from anywhere, on any Internet-capable device. RMS Property Management System is immensely powerful, yet extremely cost-effective with an incredible array of functions that can be tailored to your propertyâ&#x20AC;&#x2122;s needs.

Visit www.RMScloud.com to learn more or call our dedicated team at 03 8399 9462 to schedule a demo!

p profiles Budget Motel Chain:

Christopher is convinced that the way forward is to show a united front. “One challenge the industry faces is the decision to operate independently. We all understand that a strong, united front will empower us to make changes that will benefit the entire industry and therefore individual operators, but what we also see is that with time, this united front will increase brand value and booking revenue. “Some accommodation providers are willing to push the boundaries in terms of what they can achieve and change but provide little motivation for innovation in the industry. If accommodation providers stop operating autonomously and begin to collaborate, we could see several (almost) immediate benefits to industry providers.

Such as? “OTAs no longer commanding price parity, dictating promotions, guest relocations and OTA commission based on location. “Pushing technological providers to innovate and bring convenience to their day-to-day operations.

concierge ĨƌŽŶƚ ŽĸĐĞ ƐŽŌǁĂƌĞ

No Lock in Contracts Interfaced with UseRoss Channel Connection ĂďĐ

Easy to Learn, Simple to use Fully Supported by Industry Professionals

Less than AUD$16 per week

www.conciergesoftware.com.au

ACCOM MANAGEMENT GUIDE

“Making decisions not on ‘gut feeling’ but instead based on predictive analysis and support from the industry. “Influencing the government and other decision-making agencies to ensure a growth in the industry. “Being better equipped for change and collaboration with other industries to create ‘win-win’ situations.” Finally, Christopher added: “The Budget Motel Chain would like to get to a point where we can deliver such benefits to all accommodation providers and will continue to work to promote the ‘little guy’. Make contact with us today and benefit from being part of one of the country’s biggest accommodation families!” By Mandy Clarke, Industry Reporter

Budget Motels and InnQuest – long term technological partners Budget Motels appointed InnQuest Australia as one of their first technology partners many years ago and created a purpose-built interface to their UseRoss Channel Manager for Concierge Front Office Software. Carol Nesbitt, director of InnQuest Australia, explained: “This decision by Budget was based on many elements, Concierge had a price point for smaller properties, but the resounding offering is the caring level of technology support offered and the years of pooled hospitality experience which could be shared with operators. “UseRoss Channel Manager is a huge point of difference for Budget Motels. It is not available to other groups, and the seamless integration to Concierge gives members the ability to spend more time with guests and less on the systems controlling their business. Accommodation providers now report over 50 percent of booking traffic from online sources: not being connected is not an option. Guests no longer phone, they browse. Hospitality businesses need to embrace this with the right tools.”

marketing m Website Trends:

Your accom website design tips 2018 MEMORABLE TRAVEL IS ABOUT THE WHOLE EXPERIENCE: FROM THE FIRST GOOGLE SEARCH TO BOOKING, ARRIVING HOME AND PLANNING THE NEXT TRIP. This is why it is vital to captivate a potential guest from the very first point of contact and make each online experience a good one. Your website needs to have the basics: good looks, functionality, responsiveness and mobile-friendliness. Fact: if your website is not easy-to-use, fast and responsive then visitors will leave!

Reasons why your website must be responsive... Because of the explosion in mobile usage. The mass use of mobile devices by customers to search and book accommodation may not come as a surprise to most of you, but (unbelievably) some businesses still do not value the importance of the mobile user experience. According to Statista 2018, the development of global mobile internet traffic statistics for the first quarter of 2018 states: “51.77 percent of global web traffic originated from mobile devices, up from 50 percent in the corresponding quarter of the previous year.” Be warned, if a mobile user lands on your site and cannot immediately see what they are looking for or easily access it, they will leave and go to your responsive competitor. Because Google prefers responsive websites. Typically a responsive website will perform better and is easier to maintain. Because it will adapt to future devices. A responsive design means that no matter what size screen, your website should perform impeccably, and you must be prepared for a future where new devices will be used for web browsing. Simply put, your website must be built in a way that the design and shape changes to accommodate different screen sizes and resolutions.

A website should look great whether viewed on a tiny smartphone or a huge screen. Because of speed. Studies show that people really care about the speed of a page and have the patience of a gnat when faced with a ‘loading’ bar or slow page load. Speed is factored into ranking algorithms and for some time has been focused on for desktop searches, but Google announced that from “July 2018 page speed will be a ranking factor for mobile searches”. Your website is already responsive and speedy, but you want to increase your competitive edge. What else should you consider?

AMG’s five hot tips for website design through winter… 1. Share your unique story. Every business has its own tale to tell and from the moment a visitor clicks on your site, they should be able to see, hear and experience yours. It is crucial that your accommodation’s website gives the right impression, so think about how your site reflects you, your business and if it really represents your brand. A bold, busy website suggests the establishment is busy and bold and this may be an ideal concept for a backpacker hostel, whereas a calm, understated and immaculate website design may suggest a more relaxed, clean luxurious accommodation choice. Identify what is unique about your accommodation, if it is the stunning architecture or its historical merit, tell that story through your site design. You might choose a stunning standalone image of your property to dominate your website and allow the architecture to speak for itself with website options neatly out of the way. Or choose to go minimalist and uncluttered. Think about how large brands reflect their story on their website: Does a well-known luxury international hotel chain’s website exude the class the brand is known for? Does it do this by using clean, neutral colours, stunning images, neat lines and classic-style text?

WINTER 2018

m marketing

Fun: You might consider a more playful web design. For instance, a small boutique hotel with art deco architecture might use black and white documentary-style photographs, with their staff dressed in character. Uniquely, the emphasis would be on the staff and the playfulness of the experience and not so much the guest rooms. Of course, you may just want to highlight the beauty of your environment by using crisp, clear images of your hotel and its surroundings. Using plain text and minimal colour, visitors will be compelled by the beautiful beaches, lakes or mountains and will just want clear, simple options to help them to book a room. 2. Unlock the power of your neighbourhood. Travellers do not take trips to sit on airplanes and spend all their time in guest rooms. Whether they want to unwind on an exotic beach, try new cuisines, or explore local culture, they want to absorb all you have to offer. Think creatively and find ways to be more relevant and appeal to your customer’s whole experience; look outside your accommodation’s core strengths and team up with other businesses/experiences in your locale and utilise the power of your surroundings. 3. Promote health and wellness. The health and wellness market is one key to success in 2018. Your website needs to sell a lifestyle and for many this must include healthy food choices, clean environment and fitness activities. You cannot sell this lifestyle simply by using an image of a treadmill on your website.

Studies show that people really care about the speed of a page and have the patience of a gnat when faced with a ‘loading’ bar or slow page load.

Be more creative; use your guests to sell the story and add blogs and connect to Instagram. 4. Use animations, videos and virtual tours. Conventional imagery is not going to disappear (but please do say goodbye to stock images). However, rich and interactive videos will be used to meaningfully engage users. This will bring a significant change and create profound and memorable interactions with your website traffic. Think about using bespoke illustrations because they will help create a more engaging story. And why not go beyond this unique visual language and use animation? 5. Your future success pivots (even more) on people. Hospitality will always be people centred. No matter how much technology evolves, a thoughtful human touch will always sell. The Deloitte 2018 travel and hospitality industry outlook explains the importance of personalised moments: “Technologies such as AI and machine learning, IoT, and near field communication (NFC) are coming of age, and together share the potential to create personalised moments that matter and bring joy to a travel experience still riddled with pain points, interruptions, and a lingering one-size-fits-all mentality. While travel brands have been tiptoeing around personalisation for quite some time, 2018 could be a year for meaningful progress.”

ACCOM MANAGEMENT GUIDE

marketing m

Digital Strategy and Website Design Websites that Rank! It adds: “Brand interaction in the digital or physical realm that demonstrates the willingness of a business to go above and beyond.”

Industry view Expert opinion from Paul Finn of Havealook Websites: “Most businesses are unable to easily update their website themselves. They either don’t have a CMS or its too hard to use. Remember, regular website content updates/additions are crucial to good rankings on Google. “While many businesses have websites, many still have not updated to responsive, mobile-friendly designs. With more than 50 percent of visitors coming from mobile, it’s a must-have if businesses want to convert mobile visitors. “From this month, an SSL certificate is now a must-have for all websites, where in the past it was only needed for ecommerce websites. In fact, Google Chrome users will start seeing a ‘Not Secure’ highlight on unprotected websites. “Blogging - regular blog posts within the website - significantly helps with overall website rankings. Many businesses do not do this, and they should.”

We take the holistic approach to your digital strategy. From design through to marketing including Search Engine Optimisation. We create mobile friendly masterpieces that will drive business to you. Everything we do is measurable, trackable, analysed and created to maximise your return on investment!

(07) 5641 1226 www.ienhance.com.au

By Mandy Clarke, Industry Reporter

WINTER 2018

m marketing supplier profile NIGHTCAP HOTELS

Nightcap Hotels – ALH Group’s newest hotel brand

ALH Groups National Accommodation team Jackie Laynes, Brett Salter, Simon Kelleway and Grace Keath

Australia’s newest hotel brand Nightcap Hotels have opened their doors. Following extensive renovations, the accommodation group launched in May with now more than 30 locations spanning the country. Dedicated to providing a high quality and affordable sleepover, each Nightcap Hotel is focused on offering a friendly welcome, pub-style dining and an unmissable laid-back atmosphere. All the things you need to eat, drink, play and stay. So, what is it that you’ll expect from an overnight stay? Well appointed modern contemporary designed rooms with premium AH Beard King Koil beds, flat screen smart TV’s and complimentary WiFi to stay connected on the go matched by friendly and engaged service in all locations. New hotels are added to the network every month and the group will continue to grow well into the future as renovations continue on existing

ACCOM MANAGEMENT GUIDE

sites. Some of the exciting new openings coming soon are the Nightcap at Belgian Beer Café in downtown Perth, Nightcap at Balaclava Hotel in Cairns and Nightcap at Chardons Corner Hotel in Brisbane. More recently the team renovated and launched Nightcap at Seaford Hotel in Victoria, Nightcap Finsbury Hotel in Adelaide and Nightcap at Regents Park Hotel in Sydney. Brett Salter, National Accommodation Manager for ALH Group: Brett, ALH Group are not known for operating accommodation, can you share the story here? ALH are known for operating more than 330 neighbourhood pubs and iconic hotels such as Young and Jackson in Melbourne and Breakfast Creek Hotel in Brisbane. Over the years we have inherited a diverse range of accommodation from pub rooms and motels to 4 star hotels and resorts across more than 90 locations.

marketing m

In 2014 a new accommodation team started to take shape and we initially spent our time reviewing the diversified product, who is our target market and learning more about what our guests loved and how we could improve the guest experience. We conducted various reviews and analysed guest surveys which helped us form a clear vision and strategy for the group once we sized up the market and our potential. All sites offer what guests told us they loved a clean comfortable room with a high quality bed, great shower, speedy WiFi and extensive food and beverage facilities onsite, all at a very competitive price point so there’s no reason for our guests to leave. Prior to branding each site is renovated to individual design and brand specifications, our onsite management and team conduct both online and onsite training on topics such as our brand promise, values, managing guest reviews and going above and beyond to exceed expectations. Once we completed the first 28 hotels that met our internal standards including a minimum guest review score of 4 out of 5, Nightcap Hotels was born. There’s no doubt launching a new brand has been very exciting for the team, but it feels our story has only just begun. . In terms of expansion, how many hotels do you plan to have by 2020? We have an aggressive expansion plan. We aim to add more than 15 sites per year which will see Nightcap Hotels reach 100 locations in a relatively short period of time. We are continuously renovating and acquiring properties. We have also inherited hundreds of rooms above or adjacent to our hotels which have been closed for many years. It makes sense to maximise our existing real estate portfolio. Most hotels are in key locations such as Nightcap at Finsbury in Adelaide which opened in March and the Nightcap at Belgian Beer Cafe in Perth CBD which is due to open late August. What sets Nightcap Hotels apart from traditional brands There is no other group like Nightcap Hotels. We are different and we love it that way. We have a unique product with wide coverage in key gateway and regional locations. In many ways we are the opposite to many large hotel groups. Whilst we have a small amount of larger hotels of 50-100 rooms, our average room count is much lower than your average hotel

group at (22). We have an extensive range of pub-style restaurants and sports bars along with various entertainment facilities onsite, all at a very competitive price point. Our brand promise also includes key elements such as our signature King Koil bed, Smart TVs, Free 24/7 Wifi and a complimentary hot or cold drink per guest. When you own and operate and renovate each hotel, it certainly makes it easier to implement consistency such as our bed spec or in-room design features such as USB chargers in each bed head. What’s your interior design behind Nightcap Hotels? We are definitely not the cookie cutter model. Thanks to the team and interior designer Erica Richardson at AF Sourcing, each Nightcap Hotels refurbishment is custom designed to capture the essence of the local area and the flavour and history of the hotel. We aim to deliver a truly unique and creative offer to cater for guests from a wide range of market segments. All furniture is custom designed and made specifically for each hotel. From the moment of arrival, guests are treated to a vibrant and edgy interior including feature lighting, custom artwork and the modern essentials of a large screen TV and USB charging outlets at each bed. Guests can book at Nightcap Hotels knowing they will always experience great design and superior comfort at an affordable rate. How has the brand been received in the marketplace, from both consumers and the industry? The brand itself has been very well received. We’re in a unique position that’s hard to grasp when trying to share the potential with industry peers. Considering the brand wasn’t around a few months ago and will expand each and every month for the next few years is astounding. We don’t directly compete with any other hotel group, we have a niche product with a name that suits our values and most importantly the guest experience. Consumers, clients and our own staff of 15,000+ can now use our central website nightcaphotels.com.au knowing we have consistent product which will continue to expand our brand loyalty. From a sales and marketing perspective having the one brand is already opening the doors to so many new opportunities we wouldn’t have had prior. Are there plans to develop new sites Absolutely. ALH has a great property portfolio with huge potential.. Watch this space! WINTER 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

INTRODUCING THE NEW MICKER PRO A microphone with built-in speaker, amplifier and battery for small meetings and groups (originally intended for classroom use), these are suitable for small conference and lecture rooms and tour groups. You can easily speak to a group of 5-35+ people and not strain your voice. It’s a self-contained wireless, handheld battery-operated portable PA system. The “Micker Pro” MK-10W Only $346+ GST each, in stock now.

C Edwards Sound Systems P 1800 287 149 E jon@edwardssound.com.au W www.edwardsound.com.au

KEEP NOISE LEVELS TO A WHISPER WITH THE NEW TASKI® AERO With 70 percent of vacuuming undertaken in daytime hours, Diversey is proud to introduce TASKI AERO, a highly-eff icient vacuum cleaner which encompasses state-of-the-art technology. The patented ‘whisper’ motor has an extremely low noise output – just 53db(A) or 50db(A) in eco-mode, perfect for daytime vacuuming aiming to reduce guest disturbance. The highly eff icient 585W motor delivers the same cleaning result as a motor with more than 900W, achieved through the unique airflow system. TASKI AERO reduces energy costs and CO2 emissions without compromising cleaning results. Choose from, either Taski Aero 8 or Taski Aero 15 Plus (both with optional HEPA filters).

C Diversey P 1800 647 779 E aucustserv@diversey.com W www.taski.com

GUEST FRESH HEAVENLY MATTRESS TOPPERS

QUICK STICKS Smart, light and user friendly are the key criteria in every hotel. The Cyclonic engine separates dust to keep filters clean, while tiny filters pick up fine particles, so dust is actually removed rather than just rearranged and resettled. There’s no need for replacement vacuum bags and just a single click empties the dirt canister. Weighing in at only 1.8 kilos it’s easy to manoeuvre over ceilings and those crevices that rarely see the light of day.

C Weatherdon P (02) 9906 202 E sales@weatherdon.com.au W www.weatherdon.com.au

ACCOM MANAGEMENT GUIDE

Guest Fresh Heavenly Mattress Toppers are the ultimate in luxury and a ‘must have’ bedding product when Guests demand superior comfort. In addition, an inexpensive way of upgrading an older mattress or just adding the extra comfort & protection. 800gsm of luxurious cyber soft Microfibre creating superior commercial wash performance enhancing hygiene management. Guests will leave feeling “It’s like sleeping on a cloud". Register online as a wholesale customer & enjoy 20% any Topper purchase using code AMG6418 for winter.

C Mainlinen P (07) 5437 8544 E info@mainlinen.com W www.mainlinen.com

what's hot wh DO YOU HAVE THE BEST SEAT IN THE HOUSE? 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.

C Pressalit P 0415 425 461 E au@pressalit.com W www.pressalit.com

ZENS – THE INTEGRATED WIRELESS CHARGING SYSTEM An integrated wireless charging system for cabinetry and furniture. The ZENS Wireless Charger can turn almost any horizontal surface into a mobile device charging point, with no visual impact to design aesthetics. Simply place your mobile device on the surface and charging automatically begins, without cables, adaptors or power sockets.

C Gunnersen Pty Ltd P 03 9647 9907 E vic@gunnersen.com.au W www.zenswirelesscharging.com.au

T350 NEW AND DIFFERENT STAND ON SCRUBBER

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.

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

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

A GOODIE BAG FULL OF BENEFITS

WINTER 2018

gf guest facilities Outdoor Furniture Upgrades:

When there’s an outside chance to make a good impression GROWING UP IN THE UK, OUTDOOR HOLIDAY FURNITURE MEANT DECKCHAIRS ON A PEBBLE BEACH AND WINDBREAKS TO COUNTER THE GALES WHIPPING IN OFF THE NORTH SEA. Thankfully, things have moved on - and so have I. Australia is blessed with weather that makes you want to be outside much of the time, and gorgeous vistas to match. So accommodation providers who create an appealing space to sit and survey the great outdoors will cash in on happy guests putting bums on their rattan seats.

You want it to look like a cover shoot for Country Style, and visual appeal is important, but value for money and practicality are paramount. Managers beware of getting carried away and opting for luxe cushioned Balinese-style pieces which fade quickly under the Aussie sun. Only highend resorts with expansive budgets and large maintenance teams will have the resources to keep them pristine. Remember, many Asian countries have access to cheaper product and labour than we do, making replacement and management of such items more affordable. On the other hand, avoid adopting a Scrooge approach - buy cheap and nasty and you will regret it.

Industry view:

Of course, this sunburnt country with its sweeping plains, ragged mountain ranges and flooding rains presents a set of unique weather challenges.

Jason Condon, owner of Daydream Leisure Furniture

So how do you go about choosing the right balcony and outdoor furniture to make your exteriors as appealing as your suite interiors?

The four main materials used for outdoor furniture construction are polypropylene/resin, aluminium, timber or aluminium frame with woven synthetic wicker. Currently a quality polyprop is the most practical low maintenance, value for money material. Aluminium is next followed by timber and wicker. I would suggest strongly weighing up the pros and cons of using wicker or timber in a full weather environment.

The first thing to remember is that you are buying for a commercial environment where the furniture will get ten times the physical pummelling of that in a domestic home.

What are the best materials, coatings and covers for poolside and garden furniture?

Timber generally requires ongoing maintenance and wicker has a limited life in full UV. Both of these materials generally involve cushioning which has its draw backs. Unless we are talking extreme high end, there is no such thing as a waterproof cushion. Also, very high-quality materials are required for longevity in high UV. Most people think rain is the biggest threat whereas UV is actually a more destructive force. Polyprop or aluminium products with a sling offer the most practical, durable and comfortable option. If opting for a sling, you need commercial quality and should ask the question, ‘can it be replaced and who does this?’. Glass table tops are popular because of their low price but be aware of their potential to shatter. Also, is the glass secured to the table? Loose glass can become a projectile in high winds. Never touch steel or steel framed furniture, it is guaranteed to rust.

ACCOM MANAGEMENT GUIDE

guest facilities gf

What should accom managers consider when buying balcony furniture?

Also, as with any purchase, ask if they can be repaired and if your vendor is capable of carrying out these repairs.

Durability aside, they should consider space.

When it comes to repairs and maintenance, what can managers do to ensure the furniture they choose has a long lifespan?

Do they require a compact or armless chair? Does the table leg design allow efficient arrangement of chairs? Is it likely to be ongoing if extra chairs are needed, and can it be repaired? What should managers look for when it comes to making best use of umbrellas? Umbrellas are a fragile thing by nature and as such, management and common sense are required - particularly in regards to wind. Generally, they fall into two categories; non wind-rated freestanding with a base, and wind-rated permanent fixture. In addition, they can be centre post or cantilever. We always suggest wind-rated for commercial environment common areas. They require far less management, last much longer and are less likely to be handled by patrons. In addition to that, we suggest centre post over cantilever, as physics dictates that the centre post provides a much stronger structure with the load shared. Most people are attracted to the idea of a cantilever, but the spend required to get true commercial quality and the fact that patrons tend to want to operate them detract from the benefits. If they opt for less expensive free standing then I would suggest highquality materials, solid structure and minimal moving parts such as winders and tilt mechanisms, as this is where they will fail.

The best way to ensure a long life is to regularly carry out maintenance checks and clean the furniture. Ensuring it is cleaned, particularly from salt, will help to prolong its life. Check that any bolts are tensioned and check slings for wear. UV-inhibiting waxes and sprays can be used, but in a commercial environment are usually time-prohibitive. In many cases it is possible to re-sling furniture or have the frames powder coated. But be aware that many mass-produced products are designed to be a throw away. Who should you trust for advice when buying? – Where you buy it can be as important as what you buy. Is your vendor knowledgeable, interested enough to determine your needs, perhaps visit you, and offer suggestions? Are they a true industry professional and do they carry out repairs? There are so many small quality factors which go into manufacture, such as the grade of aluminium or fabric stitching, whether the staples holding wicker in place are stainless steel, etc. A chain is only as good as its weakest link, so if one of these seemingly inconsequential components fails it can render the product a throw away. By Kate Jackson, Editor

RESORT SPECIALISTS FOR OVER 25 YEARS 5

25 YEARS OF COMMERCIAL EXPERIENCE • DESIGN & IMPORT FOR RESORTS • MANUFACTURED LOCALLY • BESPOKE CUSTOM ORDER SERVICE AVAILABLE • SAMPLES AND ON-SITE CONSULTATION • • DELIVERY, ASSEMBLY AND COLLECTION OF FURNITURE

www.daydreamleisure.com.au | www.casualfurniture.com.au Cnr Main Drive & Nicklin Way, Warana, Qld 4575 1/37 Gibson Rd Noosaville 4566 Email: sales@daydreamleisure.com.au

4/2 Cnr Captain Cook Drive & Kendor St, Arundel, QLD 421 Email: coastalcasualoutdoors@gmail.com

Ph: 07 5493 4277

Ph: 07 5594 0788 / 0418 765 257 WINTER 2018

gf guest facilities Swimming Pools:

Keeping your pool and guests healthy HOW WELL YOU MAINTAIN YOUR POOL AND SPA CAN MAKE THE DIFFERENCE BETWEEN A HEALTHY, REFRESHING DIP FOR YOUR GUEST AND A BATH IN A MICROBIAL SOUP. If not properly maintained, the water in your complex’s swimming pool may harbour a range of microbes, including bacteria and algae, that can cause health problems such as ear, nose and throat infections. There are 24,000 separate species of algae for a start, many of which think your swimming pool would be absolutely perfect for them to set up camp. And their life cycle can be as low as 20 minutes! Which means your pool can be totally green in less than a day! Filtering in your pool gets rid of things of more than five microns. Algae spores are 0.2 microns. And algae reproduce (by meiosis) faster than you can count.

Get the picture? Moreover, the spores can resist chlorine levels of up to 10ppm. The one thing that stops them is copper salts as they prevent germination. But algae are just one problem you get with pools and the key to a healthy pool is balance. There are also amoeba, protozoa, bacteria and viruses, among others, to add to the dilemma. Research shows that inadequate disinfection of swimming pools and spas can lead to serious consequences. The most frequently reported outbreak in recreational water is dermatitis - itchy, sore, infected skin brought on by the use of a whirlpool or spa that is loaded with pseudomonas aeruginosa bacteria. Ironically, this disease – that is readily prevented by the use of an adequate residual from a chlorine-based sanitiser – is often blamed by patrons on too much chlorine, citing the odour around the facility. Both the odour from chloramines and the itching, from bacteria, could be reduced by using more chlorine but too often misguided operators cut back still further on their use of the very sanitiser that could solve the problem. Wise sanitation practices will help limit guest’s exposure to microbial risk. These practices include a combination of careful cleaning and sanitation, properly handled water treatment and management of

ACCOM MANAGEMENT GUIDE

bathers through rules and record keeping. Disinfection is the primary weapon against microbial risk but attention to bather and surface cleanliness will pay off in more efficient disinfection. While bathing, adults will typically shed a layer of dead skin cells, a pint or more of perspiration, a small amount of urine and a few grams of oils and cosmetics. This organic matter may build up to become both a haven and a food source for microbes unless it is physically or chemically removed. Some precautions can reduce the amount of organic material that could build up in the water, filters and circulation systems. For example, the amount of organic material that makes it into the water can be reduced if guests are required to take a quick shower before entering the pool or spa. The amount of build-up can also be limited if attention is paid to the number of bathers. Tracking the number of simultaneous users and restricting it to that appropriate for the size of the spa is especially important in maintaining a healthy spa environment. A sudden influx of users in excess of safety or health codes may overwhelm the system’s ability to provide sanitiser residuals.

guest facilities gf

In addition, the warm water and relatively low volume of water per bather combine to build-up organic matter in a spa much more rapidly than in pool water. A program of thoroughly draining and cleaning spas after a calculated number of uses will help prevent the spa from becoming a haven for bacteria. To limit the build-up of organic matter in pools, a similar program where a set amount of water per bather is replaced daily, has been included in some public health codes. In others, the build-up of total dissolved solids is monitored. Because each user leaves behind some salts as well as organic matter, TDS build-up is related to the age of the water and the number of users. Some health codes recommend partial water replacement when levels have risen by 2000 or 3000 parts per million above the source water. Keeping the pool water clean through regular destruction of dissolved organic material is another aspect of good sanitation. Chlorine-based sanitisers are effective at oxidising bather and bacterial waste. In some outdoor pools, maintaining a constant adequate residual of available chlorine of one to 3ppm suffices to keep organics from building up if a properly calibrated controller is combined with adequate feed and circulation designs that ensure distribution throughout the system. By Rosie Clarke, Industry Reporter

WaterLink

Sp nTouch

The Future of Water Testing Super fast and simple—results in 30 to 60 seconds Stand-Alone or Cloud-Ready Seamless integration with DataMate Web Ready To Go Anywhere, designed for... Pool Operators Service Technicians Retail Professionals Learn More!

p 02 9624 8842 f 02 9674 5115 e sales@lamottepacific.com www.lamottepacific.com WINTER 2018

gf guest facilities Vending Machines:

The machines that help dispense with supply headaches VENDING MACHINES ARE LIKE A LITTLE CORNER STORE IN THE LOBBY OF YOUR ACCOMMODATION. Once just a means to satisfy snack cravings, they have evolved into versatile dispensers of almost any product you can pick up at a city minimart. They can be customised to sell products from cosmetics to clothes, phone accessories to pharmaceuticals, champagne to cigarettes, and lollies to lotto tickets. What you choose to dispense, suppliers say, is limited only by your imagination. VisitCanberra, for example, is using vending machines across Sydney and Melbourne to dispense Canberra in a Can - five ‘flavours’ of entertainment experiences including tickets, vouchers and discounts for use in various venues around the city. This may not be what you envisage in your lobby or courtyard, but a machine capable of stocking washing powder and toothbrushes, or sandwiches and juices, for example, might just be the difference in guests choosing to stay with you. Just as importantly, they can become revenue generators rather than service providers, allowing accom owners to cash in on providing a useful service while saving money on staff meals and staff hours spent manning a kiosk.

Fresh food vending As the world evolves, the demand for healthy fast food is growing. Food machines are versatile refrigerated machines that can vend fruit, sandwiches, wraps, salads, plates of food, pastries, pies, and milk. For operators who don’t have a restaurant, providing breakfast and other fresh food options - including the ubiquitous meat pie - could be a real draw for check ins. And it allows access to real food at affordable prices at any time of the day or night. Some models include a soft-vend system with delivery to a floor that rises to the product level and then lowers for easy product retrieval. This allows for the vending of products in take-away food containers and glass bottles and jars.

Hot drinks While refrigerated drinks dispensers are an established part of the vending landscape, hot drinks dispensers have always been, well, underwhelming. Today’s new machines can be configured to produce up to 32 different hot drink options, including roast and ground coffee, instant coffee, leaf tea, hot chocolate, soup and milo in a range of cup sizes.

Non-consumables As a former accommodation owner, I’ve experienced the unwelcome intrusion at 5am from guests desperate for anything from band aids to birdseed. Oh, to have had a vending machine capable of dispensing these things with better humour and minus bed hair. Machines can be stocked with stationary and office supplies, for example, or personal hygiene products, mints, deodorant, umbrellas and medical items.

ACCOM MANAGEMENT GUIDE

Or, for the fastidious traveller, they can be stocked with tools, car wash sponges, cleaning towels, fragrance trees, tyre shine, luggage locks, tags and other travel goods.

Combinations For those with limited room, the latest machines can act as a one-stop shop, stocking a combination of chilled and ambient products to provide guests with a range of products. Chips, chocolate and lollies can be stored on the upper shelves of the machines, for example, and chilled drinks lower down.

Outdoor vending Glass front outdoor vending machines open up opportunities to expand your business to exterior locations that were previously not capable of being serviced. They provide the same technical features and functionality as indoor machines, while offering weather resistance and anti-vandalism fittings.

Industry view Basil Hourmouzis, CEO of Automatic Vending Specialists Property managers need to view vending as retailing; as a way of making money from maximising sales. To do this, they need an optimum location in a high traffic location like the foyer, and good merchandising - the machine must look modern and clean, while products must stand out. Quality branded products make slightly less margin but sell substantially more than unknown cheaper products where you make more margin. 50 percent of $300 is far more than 70 percent of $100. Remember promotions and advertising count - products that are promoted sell more than those that are not. In a closed environment you can charge higher prices, but if there are shops around, you have to have competitive pricing.

TRANSFORM YOUR GUEST SERVICES WITH THE AMAZING MEDIA VENDING MACHINES FROM AVS. Offering 24/7 convenience, advertising and promotions, MEDIA vending machines provide your guests with a positive experience while giving \RX LQFUHDVHG SUR¿WV DQG LPSURYHG VWRFN FRQWURO

BEFORE

AFTER

Rent from

$36.36 per week*

TRANSFORM YOUR STAFF SERVICES WITH THE WORLD’S LEADING FOOD VENDING MACHINE. Save thousands by either replacing the staff canteen RU QR ORQJHU QHHGLQJ WR PDQ WKH VWDII FDQWHHQ DIWHU KRXUV

BEFORE

AFTER

Rent from

$73.38 per week

LET US SHOW YOU HOW. CALL US TODAY ON 1300

308 363

Mention this advert for a free note reader (RRP. $535) with any purchase of a vending machine. *Rental offer starting at $36.36 applies to VM3 Combo Vending Machines.

Automatic Vending Specialists

EMAIL: sales@autovending.com.au www.autovending.com.au/services

h housekeeping Amenity Dispensers:

The new-style dispensers helping you clean up GUESTS NOTICE AND APPRECIATE A FOCUS ON CLEANLINESS. From shiny sinks to polished porcelain, every washroom will be judged on its sparkle factor. Today’s travellers expect their bathrooms to not only be spotless on check-in, but to offer good hygiene options and quality amenities throughout their stay. As www.initial.com.au states: “Clean and hygienic facilities, communal areas and washrooms play a key role in turning an average stay into a great one - and are some of the most important factors when recommending a hotel to friends and colleagues.” A big part of maintaining high-level hygiene is choosing the right dispensers for your amenities. With the growing awareness of environmental issues regarding the manufacture and disposal of billions of individual plastic amenities bottles, the dispenser is fast becoming a must in hotels, motels, resorts and spas.

Environmental benefits The dispenser eliminates the need for individually-packaged products, creating significant waste reduction.

It is estimated that the world's hotels alone dispose of more than ten billion pieces of packaging from shower amenities every year - and the vast majority of these products are only partially used. In fact, research shows that up to 95% of the plastic used in a hotel room end up in landfill. Travellers expect good toiletries and amenities in their bathrooms, but they also increasingly expect their accommodation to meet green standards.

Vending Machines: Opportunities for services to guests Brand the machine with your logo so it looks good and is identified as part of your brand. Offer cold beverage, snack food and personal hygiene items. This means you no longer need to operate a kiosk behind reception. Product control is increased and staff are free to concentrate on what they are there to do - serve guests. Offer promotions like bundle deals to encourage additional sales and offer Paywave on the machines. Benefits to property managers include increased guest satisfaction, greater control over inventory and the opportunity to profit while offering a 24-hour service.

Opportunities for services to staff Replacing staff canteens with vending machines that provide quality meals can save a business a fortune. The machines store the fresh meal at around 3 degrees and can either contain a built-in microwave, or the meal can be heated in external microwaves. The quality of the product is good, the cost of meals is competitive and the machine ensures staff have a food available 24/7. Meals can be fully subsidised or partly subsidised, and tokens or vouchers can be provided to staff to control usage.

Future trends

The lease or buy question

and making them better retailers, while consumers are becoming more

Property managers can enter into an operating lease for five years and at the end of that time, update the machine for the newest model. Or they can buy the vending machine outright or enter into a finance lease (or similar) to purchase it. Good vending suppliers will connect operators with distributors so properties can tailor products for ranging in the machines.

ACCOM MANAGEMENT GUIDE

Machines can now be programmed to essentially say ‘would you like some fries with that?’ - i.e they now can prompt and upsell. Touchscreens on vending machines are creating better interactions comfortable with buying all sorts of products from them. Paywave has increased sales through machines and now makes up, on average, over 50 percent of transactions through a machine. By Kate Jackson, Editor

housekeeping h

Some accommodation providers donate leftover soaps and shampoos to charities like Clean The World which will sterilise and distribute them to needy communities. However, recycling is only possible if there are resources in that vicinity to provide the service; so more often than not, the partially-used items get thrown away.

Clean and hygienic facilities, communal areas and washrooms play a key role in turning an average stay into a great one - and are some of the most important factors when recommending a hotel to friends and colleagues.

Refillable dispensers can reduce that landfill waste by up to 70 percent while saving staff the time of replacing amenities. Accommodation houses are beginning to incorporate the dispensers into their room design - and educate guests about the benefits of using them. Those looking for green solutions will embrace the change, and those with little interest in saving he planet will still understand and appreciate your motivation.

Cost savings One of the great benefits of bathroom amenity dispensers is that you only pay for what’s used on premises. Individual packaging means half-used product is thrown away, or those handy little bottles are taken home to be employed on Billy’s next school camp. There's a housekeeping cost to the daily chore of restocking the cart,

cleaning up the bathroom mess and restocking the room. The Dispenser only needs topping up every 3 to 4 weeks, depending on occupancy. And the waste removal cost for all the individual packaging is significantly reduced with refillable dispensers, while purchasing liquids in bulk leads to inevitable savings through economies of scale. When looking at the overall picture, an amenity dispenser program saves accom providers between 30 to 70 percent of the cost associated with traditional amenity programs through reduced packaging, transport, waste removal and wasted product.

Dispensing with style Amenity dispensers are available in a dizzying array of brands, colours and styles to fit the look of any bathroom.

The all-in-one solution to your washroom problems Jack Salatian, International Sales Director of Hospeco Hygiene Specialist said: “One of the latest developments in washroom dispensers is our French-made AlphaMouss all-in-one system. “Elegant, modern and timelessly-designed dispensers with ultraluxurious refill packs which are formulated as hand soap, hair shampoo, hair conditioner, body wash and bath gel, AlphaMouss has a fabulous gentle perfume. “The premium all-in-one system has a neutral pH, maintain the balance of hydrolipidic film on the skin and are hypoallergenic. “This quality product contains non-ionic and gentle anionic surfactants, proteins and super fatting agents - all from natural origins - and conditioning agents. “It is luxurious and soft on skin thanks to plant-based softening agents and leave hair clean and shiny. “Large international chains are collaborating with world-renowned designers to offer more to their guests in the washroom; this will be difficult to match with the current offering. “The new AlphaMouss all-in-one solution does this and more, requires little maintenance and doesn’t cost more than the usual, creating luxury in a beautiful package.”

WINTER 2018

h housekeeping Amenity Dispensers:

The latest sleek and stylish designs bear no resemblance to the chunky monstrosities of the eighties and include locking mechanisms with noncorrosive keys to help prevent tampering and vandalism. They come in sets of one, two or three chambers - for customisation of shampoo, conditioner, and body wash combinations - and provide a choice of satin silver or chrome finishes alongside white. Some manufacturers provide customisable options which allow for your brand to be displayed front and centre, or work with hoteliers to create designs that match current décor and can be inserted into the dispenser’s face plate chamber. Manufacturers understand the need to make their dispensers attractive as well as practical.

Wall mounted dispensers are easy to access and easy to differentiate from each other, and they don’t present a slip hazard in the shower.

One industry insider said of their brand: “From the very beginning, we set out to make it a design of distinct beauty.

In practical terms, wall-mounted dispensers can be attached using durable silicone adhesive so there is no drilling required and no damage to walls.

“Our first concept drawings set us in a direction of a fine fragrance bottle, a look that the privileged hotel guest would appreciate. “We have used bold, elegant lines, strong shapes, heavier materials and superior finishes to craft a guest shower dispenser that truly is an upgrade in every respect.”

Quality models include pump and valve systems which are guaranteed for life and recyclable refill bottles with inbuilt reservoir tanks which allow the full contents to be used without any waste.

Washroom dispensers

Gone are the days of filling those voluminous spaces with cheap and nasty product.

Public area dispensers come in traditional or electronic touchless versions and are made of sturdy ABS plastic or stainless steel.

Top quality eco-friendly, organic brands are as available for refillable dispensers as they are for small amenity bottles - including brands like AVIVA, Pharmacopia, PAYA, TOCCA and Tommy Bahama.

Touchless dispensers are the ultimate hygiene solution.

Practically perfect With an aging population, it’s worth considering that amenity bottle labels are difficult to read, stiff tops can make amenities difficult to open, contents are often hard to get out and the little bottles and caps are messy.

They use a sensor to detect hands, meaning there is zero bacterial transmission during dispensing and no wastage from the economical portion-controlled dispensing mechanism. Whether wall or basin-mounted, quality washroom models include functions to aid restocking - like a level indicator and an easy-to-use locking system. By Kate Jackson, Editor

PRESS + WASH good for pockets and the environment Peter Weingartner, director of Swisstrade Pty Ltd said:

• Elimination of immense amounts of waste and partially used cakes of soap

“Swisstrade’s PRESS + WASH amenity dispenser system is one of the world’s leading and most successful factorysealed toiletries solutions for the environmentally-conscious hotel and motel operator.

• Guaranteed hygiene and peace of mind with factory-sealed, non-refillable dispensers

PRESS + WASH offers both commercial as well as ecological benefits: •

Significant cost-in-use savings through a controlled dispensing and pilfer-proof system

•

Substantial reduction in labour cost by avoiding daily checking and replenishing of tubes and soaps

ACCOM MANAGEMENT GUIDE

• Demonstrated environmental leadership and vast marketing potential for the savvy operator “Swisstrade remains at the forefront of eco-friendly toiletries dispensing systems, with PRESS + WASH now available in a broad range of fragrances and dispenser designs. “Whether you are after an affordable luxury and lifestyle brand like the all-new BOGNER or an ecologically respectful range like NATURALS with certified organic ingredients, at Swisstrade we have a brand, design and fragrance to match each operator’s personal preferences.”

• Environmentally Responsible • New Attractive Design • Cost Saving • Eliminates Waste • Ultimate Hygiene • High Quality Products

Tel: +61 2 9979 1500 info@swisstrade.com.au www.swisstrade.com.au

h housekeeping Bed Bugs:

The unwanted guests feasting on your clientele THEY MAY BE THE SIZE OF A PIN-HEAD, BUT BED BUGS HAVE BEEN KNOWN TO INDUCE HYSTERIA IN THE MOST HARDENED HOTELIERS. These itch-provoking pests have been on the march in increasing numbers globally over the past year and tend to be detected in greater numbers following major sporting events - such as the Commonwealth Games. After the London and Sydney Olympics, both host cities were identified as centres of bed bug infestations. According to ABC.net.au, bed bug populations in Australia are estimated to have swelled 5,000 percent since the year 2000. All of which means Australia should be on high-alert for accommodation’s most unwanted guests. After all, in this age of instant connection, an infestation could result in negative reviews or ugly pictures being speedily relayed around the world to many thousands of potential guests. The good news is, once they are detected, there are effective treatment and prevention measures available. Anyone can get bed bugs. While most people assume they are a product of poor hygiene, this is not the case. Bed bugs are excellent travellers, that can latch onto luggage or clothing and be deposited anywhere, causing infestations in the cleanest of environments. Although it is impossible to prevent the little creatures from being brought into your establishment, it is possible to undertake steps to minimise the risk:

1. Provide luggage racks These help guests avoid them putting their bags on the bed and giving any hitchhiker bugs a direct passage to the bed.

ACCOM MANAGEMENT GUIDE

2. Make detectives of your staff Ensure your housekeepers are familiar with what bed bugs look like and can identify the tell-tale signs of their presence. They should always check the bed and bedding when cleaning or making up a room. All establishments should also conduct regular more thorough checks of all rooms. Although most will be found in the bedding they will also travel to other areas.

3. Invest in bug detecting traps These will quickly provide evidence of a bed bug infestation. If one is found, there are likely to be more, and immediate action should be taken.

4. Use bed bug-resistant mattress encasements Not only providing peace of mind, but by ensuring a clean and pest-free guest bed, they help protect your mattress investment. A quality option will have a dust-proof flap and tamper-proof seal, making the mattress or pillow bed bug entry and escape proof, whilst also ensuring allergens can’t become airborne. Cover the mattress encasement with a waterproof fitted mattress protector for easy removal and regular washing with other bedding.

5. Think about bed base castors These are specially designed to prevent bed bugs from accessing the mattress from the floor and onto the bed legs.

6. Check the fabric care label Always wash and dry bedding at the highest permissible temperature allowed. Bed bugs don’t like heat.

7. Vacuum seal After vacuuming rooms, always make sure the contents from the vacuum are sealed in a plastic bag and discarded in a bin outside. Even if you haven’t seen them, the vacuum may have picked up a bed bug or their eggs.

INSURE THE VALUE OF YOUR BEDS The real cost of insuring one of your most prized assets is so inexpensive. The average cost of a Queen-sized bed is approximately $700, and the lifespan for that bed will be an average of 7 years. With Protect-A-Bed®, the average bed’s lifespan can be extended by up to 3 years. BugLock® Encasements produce an effective Fit’N’Forget™ barrier against bed bug infestation. Suitable for both mattress and bed base encasement, it aids in early detection of bed bugs. As a result there is less time spent addressing bedding, reducing labour costs and insuring the lifetime value of your beds.

1300 857 123 info@protectabed.com.au www.protectabed.com.au

h housekeeping Bed Bugs:

One

If there is an infestation about the majority of bed bugs will be found in the bed. So do daily inspections here. Check the mattress, the base, headboard and frame. Sheets, pillows, doonas and blankets.

Two

A high percentage will also be found in the furniture that is close to the bed. Check around side cabinets and lamps.

Three

Don't forget to check all upholstered furniture, they love to hide in the seams.

Four

They may also hide with curtains, under rugs, in furniture away from the bed, wall hangings and on skirting boards... Check the room thoroughly.

Industry view:

moving quickly and infection may be found throughout a guest’s room.

Karen Bowen, marketing manager for Protectabed.

What should you consider when choosing a pest manager?

How do staff go about detecting bed bugs?

Firstly, look for renowned and reputable companies, ensuring that they are licenced pest controller and member of the AEPMA (Australian Environmental Pest Managers Association) with specific training in bed bug removal. There is a bed bug code of practice.

To detect bed bugs, you first need to know what they look like. All staff should be trained when inducted, with a regular refresher course put into place for the housekeeping team. Bed bugs have small, flat oval bodies. Adults are brown in colour, reddening after feeding. Despite common misconceptions that they are too small to see, fully grown they are about 4-5mm in length, small but visible to the naked eye. Hiding in nooks and crannies they are primarily nocturnal, emerging in the middle of the night to feed on those sleeping. It is therefore often not the bed bugs, but tell-tale signs of their infestation, that may be seen first. Little brown or black dots found on linen or the mattress itself. Look out for brownish-red splotches from a bed bug that had fed on blood and was shortly thereafter crushed, shredded bed bug skins, and deposited white eggs and dark faecal matter. Eggs will be approximately 1mm in length, and difficult, but not impossible, to see.

Find out what treatment programs they offer. Although heat treatments may be an option, pesticides will most likely be required, so check on what residual chemicals may be left and how long the premises need to be left unattended. Ensure they offer ongoing inspections as these are an essential part of ensuring long term peace of mind for you and your guests. Often more than one treatment is needed to completely eradicate bed bugs. What are the best post-treatment procedures?

Where are they most likely to be found?

Having eradicated bed bugs, you need to ensure that you are not again at risk in the future. You need to put into place a comprehensive pest management program. Be proactive. Train your team on how to identify and check as part of their normal routine for bed bugs. Use products such as bed bug detectors and mattress encasements.

Bed Bugs, although most commonly found in bedding, are capable of

By Kate Jackson, Editor

ACCOM MANAGEMENT GUIDE

housekeeping h supplier profile FLICK ANTICIMEX

Bed bugs on the go Earlier this year, a camper van company approached us with a medium level bed bug infestation in two of their camper vans. The harbourages in the vans make for a challenging treatment as the bed bugs can deeply insert themselves in seat linings, carpet edges and other hard-to-get-to spaces. We had the perfect solution for this challenge: bed bug heat treatment. Our heat treatment works by dispersing an even level of heat at just the right temperature to eliminate bed bugs. An effective treatment with a quick turnaround was the key requirement and our Cairns branch manager, Andrew Fraser, recommended and performed our signature bed bug heat treatment at the Cairns depot. With heaters and fans strategically placed around the area, our heat treatment has a high success rate, effectively eradicating bed bugs of various life stages. The heat treatment was a huge success, with all offending bed bugs killed and the camper vans returned on the same day. Our bed bug treatments are available to customer-facing clients like hotels, motels, inns and private transportation vehicles across Australia. Our general bed bug solution utilises exceptional new-generation chemicals formulated to overcome bed bug resistance. For more premium solutions, we offer peace of mind through our detection dog service‡ and mobile heat treatment†. Skip on the use of chemicals, successfully reach all areas, and complete the treatment in under 24 hours with our unique, digitally monitored heat treatment. Plus, our team will happily provide support through complimentary housekeeper education sessions*!

If you’re interested in our heat treatment or our other bed bug solutions, please call your local Flick Anticimex branch at 13 14 40 or visit us at our website, flick-anticimex.com.au ‡ Detection dog services only available in Ballina, Brisbane, Cairns, Gold Coast, Sunshine Coast and Sydney. † Heat treatment service only available in Ballina, Brisbane, Cairns, Gold Coast and Sunshine Coast. *Not available everywhere. Please check with your local branch for availability.

Bed bugs - the unwanted hotel guest Bed bugs are a prevalent pest in the industry, with a 75% chance of infestation. Flick Anticimex treats the accommodation industry for these blood sucking creatures with reliable and trusted bed bug treatments. Call us at 13 14 40 or visit flick-anticimex.com.au today.

The modern pest control company

WINTER 2018

h housekeeping Keeping House:

Wily Irish Mammy discovers Twitter… THIS MONTH, OUR VERY OWN MAMMY TOOK A BREAK FROM CLEANING TO DABBLE IN SOCIAL MEDIA AND REACH OUT TO ALL THOSE HOUSEKEEPING STALWARTS IN NEED OF A LAUGH. Granted, some folks need a shove before they resort to cleaning but, as you know, our Mammy never thinks of cleaning as a last resort! She took an out-of-character break from cleaning to have a chat with her grandson Aiden about the Tweeting craze. This led Mammy to have a go on the “auld Twitter thing”. Aiden explained to Mammy that it’s all about Twitterers and Followers and to get the followers he advised that Mammy must Tweet funny, smart, or interesting comments in no more than 140 characters. Mammy procrastinated on this; now didn’t Jae-sus himself seek to gain followers? Just imagine if he’d had Twitter back then - sure, wouldn’t his message have found a bigger audience? Now, Mammy just wants to spread a bit of love for cleaning and support for all those hardworking cleaners and housekeepers out there. What better way to do that, than join the Twittersphere? So Wily Irish Mammy decided to have a craic on the Twitter and get her own followers. Mammy does love a laugh and finds that housekeepers

naturally have a great sense of humour - they certainly need one to put up with some of the ‘eejits’ (fools) who ‘act the maggot’ (behave badly) they come across! Our Mammy took to Twitter like an auld duck to water, and in her own peculiar way found a rare auld collection of funny Tweets from a variety of accommodation Twitterers that made her cackle.

Here are three funny accommodation-related Tweets that made her laugh this quarter...

Mammy has a dabble at a bit of welcome towel art – a swan or the odd duck (well no-one is perfect). But this imaginative creation is definitely the bees knees…

Now, someone here was horsing around…

Give Mammy a warm welcome to Twitter if you’re already on there! You’ll get some (sometimes silly) housekeeping tips and support but mainly a good auld laugh.

ACCOM MANAGEMENT GUIDE

Mammy’s funniest hotel Tweet came, of course, from a housekeeper. Wonder if they booked in advance?

If you’ve yet to join the Twittersphere – take a gander over there and check out how other properties are attracting new guests with fun posts and tweets. Mammy would love to retweet your funny tweets, so tag her in for a craic!

mainlinen

Australia’s Leading Hotel Bedding Suppliers

Keeping your guests warm this winter

Guest Fresh Microfibre Doona

Guest First

Down Alternative Doona

It’s the look, it’s the feel, it’s the Hygiene, It’s the rapid wash performance but best of all it’s the value for money. A hotel favourite all year round.

It’s the opulent feel and look, It’s the 100% Cotton Japara outer and 350gsm Microfibre fill offering superior wrath control. Five star sleep well performance.

p: (07)5437 8544 e: info@mainlinen.com

h housekeeping Decorative Cushions:

How soft upgrades can cushion your bottom-line FOR THOSE LOOKING TO BOLSTER THEIR POOLSIDE APPEAL, THERE’S NO BETTER AND MORE COST-EFFECTIVE OPTION THAN DECORATIVE CUSHIONS. They come in a vast range of shapes, sizes, textures, fabrics and designs, all formulated for ultimate guest appeal. A neck roll may sound more like a wrestling move than an item of comfort, but it can really punch above its weight in adding an air of luxe elegance to your outdoor setting. As one industry insider points out: “Like the artwork you hang on your walls and the linens you use to dress your beds, your decorative pillows have the potential to turn an ordinary space into a place of elegance and comfort.”

The hottest trend right now is soft and comfortable - which means cushions in hospitality spaces not only have to stand up to a lot of abuse, but allow clients to feel they are luxuriating on a fluffy cloud. The good news is, suppliers will work with accommodation managers to find the perfect cushion solution for their venue, and one which will have a positive effect not only on guests, but on their housekeeping staff and their bottom line. A soft upgrade is the easiest way to effect significant transformation of a tired space without needing to take out a second mortgage. Currently design fashions are seeing outdoor spaces transformed simply by using cushion colours complimentary to the venue's theme. Most reputable fabric suppliers offer hundreds of colours, so the client can put together a brief, or provide colour details, and the supplier can find a scheme to match. As one industry voice put it: “Adding appropriate-coloured throw pillows to the pool area can create a space the guests can’t wait to relax in.” Obviously cushion comfort and style must marry up with practicality. From sun lounge and daybed cushions to throw, bench and lounge options, materials have evolved to meet industry demands for evergreater quality and longevity in outdoor soft furnishings. And with turnaround times as short as ten days for top-quality Australianmade products, managers will be cushioned from the pain of delivery time lags.

Industry view: Sam Rogers of Cushion Factory

Hayman Island

ACCOM MANAGEMENT GUIDE

Outdoor cushions in a resort environment cop a lot of wear - water, sunscreen, fake tan, spills, full sun, constant use. Resorts need an easy care, fade-proof cushion, designed for full weather so the staff don’t need to waste time and effort in storing cushions when it rains, or constantly laundering them.

housekeeping h

Like the artwork you hang on your walls and the linens you use to dress your beds, your decorative pillows have the potential to turn an ordinary space into a place of elegance and comfort.

The quality fabrics we use are guaranteed fade-proof for five years, are engineered to resist mould and mildew. Because colour goes to the core of the fibres, they can be cleaned with solvents such as bleach without losing colour. They are saturated to the core with highly UV-stable pigments, making them resistant to fading and the degrading effects of sunlight. Cushions just aren’t about the outer cover, but also what’s inside. Waterproof foam, engineered specifically for outdoor applications, is always recommended. Unique 'filter foam' is designed to filter water through the cushion, enabling the cushion to dry quickly. But beware, most foams do not have this quality and suck the water in like a sponge, leaving the cushion unusable until it dries again - which can take days. Always check out the specifics behind the guarantee of the fabric. If there is no guarantee at all re: fade proof, don't even bother. Some fabrics are 500 hours fade proof, which sounds like a lot, but it’s really only about a month in the sun.

Acrylic canvas fabrics are generally made from dyed yarn, so these fabrics will last longer in the sun (think of a carrot where the colour goes all the way through). Some fabrics, like polyesters, have their colour printed onto and therefore the colour is only on the top of the fabric (think radish). These fabrics easily fade. Cleaning is a big factor when deciding on outdoor cushions, as they tend to get dirty very quickly from spilled drinks, sunscreen or fake tan. Cushions made from most acrylic canvas fabrics can be cleaned in the washing machine with bleach or hosed down regularly for a quick clean. Other fabrics are 'hand wash only' which isn't possible in a commercial environment. Mould and mildew can be an ongoing problem for outdoor cushions, so ensure the fabric is guaranteed mould proof. Outdoor cushions made with a quality acrylic canvas fabric along with a quality waterproof foam can be left outside 24 hours a day, 365 days a year and still look great. By Kate Jackson, Editor

Australia’s largest custom cushion maker Sam Rogers of Cushion Factory: We have gained the reputation as Australia's largest and most favourite custom cushion manufacturer because we genuinely care about providing the client with the best product for them, in the best possible time frame for the best possible cost. We have outfitted many resorts, hotels, bars, restaurants with the Sunbrella cushion / Urecel Quick Dry Foam combination, such as One and Only Hayman Island and Cable Beach Broome. Simply provide details of your existing cushions, or send in an existing cover, or drop into any one of our four showrooms, and we’ll take care of the rest. Managers can visit us if that suits them or in most cases, our cushion experts can come on site to measure, and show fabric samples. We provide instant quotes, fast turnarounds, 700 fabrics to choose from and can post out fabric samples for selection. Orders can be expedited if need be, sometimes in ten working days.

CUSHIONS FOR:

Sun Lounges, Benches, Daybeds, Lounges & More

WO R KIF E T IM E MANSH IP GU ARANT

TRADE PRICING FOR RESORTS www.cushionfactory.com.au/resort

1300 448 297

Site visits available or visit a showroom Sydney | Melbourne | Brisbane | Perth

WINTER 2018

h housekeeping

Floor Scrubbers:

Dishing the dirt on floor scrubbers

WHEN IT COMES TO FIRST IMPRESSIONS, A WELL-BUFFED FLOOR CAN REALLY HELP GUESTS TAKE A SHINE TO YOUR ACCOMMODATION.

When it comes to maintenance, there are a few hard and fast rules: 1.

Mopping: Floors should be mopped daily with a damp mop or with a chemically treated dust mop. New mop heads should be soaked in water for at least one hour, and mop heads should be rotated so that they can be cleaned and dried after each use.

Scrubbing: Requires a stiff scrubbing brush or pad fitted to a rotary floor cleaning machine. The bristle tips of a brush or the surface of a pad scrape and cut the dirt to remove it with a circular motion.

Burnishing and/or buffing: These two processes are similar but create different finishes. They can stand alone or be used in tandem for maximum effect. For burnishing, the tips of a brush or the surface of a pad attached to a fast-spinning rotary head abrade and cut the floor surface to create a smooth surface with a glossy wet-look finish. For polished surfaces, it will remove a surface layer of polish. Buffing involves spraying the floor with a polishing solution first, then buffing the floor with a rotary floor machine. It also applies the bristle tips of a brush or the surface of a pad, but spins less quickly and creates a less glossy finish on the floor surface. In case of a surface on which a polish has been applied, it will involve generation of a local heat to harden waxes and resins.

After all, there is nothing that says ‘quality’ better than an immaculate expanse of burnished tile. If that façade is well maintained, razor-like stilettos and gravelly work boots will struggle to scratch the surface. If not, you may be left sweating as much as your natural marble floor by the wear and tear caused by the hordes trampling your hallways. Over time, quantities of dust, stones and grit brought in on visitors’ feet can be deposited in often invisible layers which slowly grind away and scratch floors. Marble, that most beautiful of flooring options, naturally ‘sweats’ mineral deposits of magnesium carbonate and calcium - making it appear dull or matt without regular maintenance. Thankfully, there are numerous types of floor cleaning machines designed for scrubbing, buffing, burnishing and scarifying a wide range of floors. Ranging from a few hundred to several thousand dollars, they take the pain out of caring for hard flooring of all types.

Providing polished service with Numatic Floorcare Tim Edmondson, managing director of Edco Cleaning Products, says: “The Numatic Floorcare range caters for every floor scrubbing need.

“We’ve minimised the electronics so that operators need only very simple training, ensuring the best results every time - no matter how high your staff turnover.

“From our NLL332 that can fold away into a cupboard, right up to our TTV ride-on machines, Numatic Floorcare has a machine to suit your requirements and budget.

“Training on new Numatic machinery can be completed in a matter of minutes - and the key touch points of the machine are all highlighted in red.

“Numatic offers premium UK-built machines with a broad spectrum of applications.

“This enables users to know what elements they should and should not adjust and maximises machine up-time.

“Our latest development is to strip complexity from the machine to minimise the training required to operate machinery and to drive efficiency through less downtime.

“There’s huge labour savings in minimising training hours required to ensure that your floors remain pristine with the least possible expense.”

ACCOM MANAGEMENT GUIDE

h housekeeping Floor Scrubbers:

Ride-on floor scrubber

For floors with stubborn build-ups, scarifying removes thick layers of soil by breaking up the surface in a chiselling action using a wire brush cutting tool. When buying a scrubbing machine, its important to find the model which is going to work best for your business. Here are a few points to remember:

Function There are three main types of floor scrubber machine - ride on, walk behind and rotary/orbital. Each has its strengths - a ride-on scrubber allows speedy cleaning of large areas while a walk-behind scrubber is great for reaching tight spaces. Both are efficient and effective cleaners with an automated system for dispensing solution and then vacuuming it up. In one pass over your floor, you can dispense cleaning or stripping solution, scrub it into the floor, and vacuum it all up with a squeegee attachment at the back of the machine. While some have rotary brush heads, they don’t include a polishing function.

Nilfisk name spells quality and support Marian Wright, marketing manager of Nilfisk, said: “Our brand offer accommodation managers reliability with the product, plus the support and back-up of the manufacturer through the stocking of spare parts and providing service all around Australia through our large dealer network. “We supply electric and battery floor scrubbers ranging from the electric upright floor scrubber model SC100 all the way up to the battery walk-behind floor scrubber model SC500. “I foresee robotic floor scrubbers coming into vogue in the future, as most new hard flooring materials will not require the labour and chemical-intensive process of stripping and sealing. “Smaller multipurpose units that can be used on different floor surfaces, including soft floors, will save managers labour costs as the cleaning application becomes easier, and this will allow them to employ staff in other areas of the cleaning operation.”

ACCOM MANAGEMENT GUIDE

housekeeping h

Rotary and orbital scrubbers are variations on a theme - rotary have round spinning pads and orbital have round or rectangular pads which spin and also move in different directions. Both are compact and have the advantage of being combined scrubbers and polishers, but they take longer to cover an area than the larger machines and have no capacity to vacuum up excess cleaning liquids dispensed.

Surface All scrubbing machines work best on hard floors, but some slowerspinning rotary machines can be used to clean carpeted areas. Whatever the surface, you will need the right attachments for its treatment, such as soft gum rubber squeegees or brushes.

Practicality

Staffing Scrubbing and buffing machines are available as separate entities, but if you have one person at a time cleaning a not-too-gargantuan area, a rotary or orbital scrubbing machine that combines both may be your best option.

For ease of use, a model which includes a large storage tank with the capacity to carry enough cleaning solution that it doesn’t need frequent refilling is helpful. By Kate Jackson, Editor

Save on cost, not on clean with Nilfisk’s innovative floorcare range

The Nilfisk floorcare range has been designed with your everyday cleaning costs in mind. Whether it’s a large carpark or a small reception foyer, we have identified the source of some of the most common cleaning expenses and created smart solutions that reduce consumption and noise levels, while making equipment cleaning faster and easier to use. Optimising your time, budget and labour resources – so you can save on cost, not on clean. Quote ACCOM until 30 September 2018 to receive 10% off your next floor scrubber. Call 1300 556 710 for more information.

Nilfisk Professional

WINTER 2018

h housekeeping Vacuum Cleaners:

The housekeeper’s weapon of choice

A GOOD HOUSEKEEPER IS THE INDUSTRY’S UNSUNG HERO. IN A SPAGHETTI WESTERN MOVIE, THEY’D BE THE SHERIFF IN TOWN. Your housekeeper must be committed to cleaning up your town - you need a bad-ass who will rid your property of scum, mess, filth and the foul stench of mediocrity. So, if you want your housekeeper to scare away nasty, stinkin’ germs, you need to make sure they have arsenal of lethal cleaning weapons on hand. The biggest gun of all in a cleaning arsenal is the commercial vacuum. If your property was a saloon bar, you wouldn’t be too fussy about a bit of “spit and sawdust” on the floor, but a sparkling clean floor in a modern accommodation property is an absolute must. A dirty floor is a huge turnoff for guests: an immediate red flag that accom staff don’t care. It also poses a health risk for visitors. Studies have shown that a carpet serves as a magnet for all kinds of pollutants, contaminants, bacteria, and odours, including the possibility of nasties such as fleas, cockroach eggs, and dust mites. A suitable ‘big gun’ commercial vacuum must be provided because regular vacuuming is key to any healthy, fresh and clean environment. An investment in the best quality and most suitable carpet cleaning equipment for your floor will also prevent wear and tear and prolong the longevity of your carpets, proving cost effective.

ACCOM MANAGEMENT GUIDE

The good, the bad and the ugly Raw power – Motor power might be the most obvious choice for a vacuum cleaner, but commercial vacuum experts claim that a strong design is often the most important feature to consider. Quality – Never overlook the most basic machine parts of the vacuum: the strength of wheels, clips, and other plastic mouldings. No matter how much power it delivers or how good its air flow, a vacuum cleaner will not be any use if it’s out of action because its wheel falls off! Uprights – May also be more effective in large open spaces such as function rooms, whereas they may be less suited to stairways or small guest rooms, due to weight, size, and manoeuvrability. Canister – May not be quite as powerful (although their power has improved) but are lighter, more manoeuvrable and may be better suited to the size and space of your accommodation rooms. Backpack models – These are very worker-friendly for stairs, but they must be frequently emptied. Recent versions promise increased productivity and remember they are more ergonomically friendly. Cordless and rechargeable – These have the advantage of being able to go anywhere without the hazard of a trailing cord. However, they must be recharged often and have a limited user time.

h housekeeping Vacuum Cleaners:

In the words of badass Clint Eastwood in The Good the Bad and the Ugly: “There are two types of people my friend, those with loaded guns and those who dig.” So make sure you get your loaded gun!

Consider noise – Listen before you buy because an annoyingly high pitch vacuum can claim a low decibel rating on the sticker or brochure. Filtration – Large and easy to clean filters equals simple maintenance and consistent performance. TIP: most commercial vacuums can be used bagless but always use a bag or you will have to replace (costly) filters more regularly. A HEPA (high efficiency particulate arresting) filter will effectively remove dust, irritants, mites and filter to produce clean air. These offer efficient filtration to help remove the sources of irritation that cause allergies and asthma. Hot water extraction – Think about an extension to normal vacuum cleaning, ask your supplier the advantages of including a hot water extraction system to your arsenal. Automated vacuum cleaners – Predicted to be one of the biggest and most exciting housekeeping technological developments. A handy cleaning solution with smart features such as mapping out the room with in-built cameras, remote controls, and virtual wall features, blocking off areas you don’t want to be cleaned. Attachments – The most effective vacuum cleaners do not just get their super power from a motor, but also from the variety of attachments offered. Your choice of vacuum (or a variety of vacuums) directly impacts your room turnaround time and for fast paced accommodations it is crucial to get it right. There is a vacuum for every need so select the most reliable and effective cleaning weapon: one that can reduce costs, boost energy savings, enhance staff/guest safety, and increase productivity. In the words of badass Clint Eastwood in The Good the Bad and the Ugly: “There are two types of people my friend, those with loaded guns and those who dig.” So make sure you get your loaded gun!

ACCOM MANAGEMENT GUIDE

Industry view: Tim Edmondson, managing director from Edco Cleaning Products, exclusive Numatic agent in Australia, offers his expert opinion:

What are your tips for choosing the best commercial vacuum for the job? “Analyse. Look at the total area you need to clean, the time you have to clean that area, any obstructions or safety issues you need to consider. Once you’ve assessed what you want to achieve, talk to your equipment provider and work on a plan. It may involve a mix of machines for different areas or jobs.”

Backpack, canister or upright? “Uprights do a great job on deep carpets and in smaller areas – but they can be difficult when trying to access confined spaces and have smaller dust retention capacity. “Canisters are the ‘jack of all trades’; higher volumes for longer cleaning, increased manoeuvrability and the best one’s are just about bullet proof. “Backpacks are fantastic where there are large areas to clean, lots of obstructions to get around such as desks, chairs etc. “You also need to consider if you need corded or battery machines. Battery machines are becoming essential if you’re looking to minimise OHS issues for staff and customers, avoiding dangerous cord trip hazards at entrance ways for guests and staff. Simply changing to a battery vacuum for these operations could remove massive risk from an insurance perspective.”

What (in your opinion) are the best filtration systems? “Users need to choose the right filtration level for their desired outcome. Remember, just because a machine has a HEPA filter that is not a true indication that the machine itself is actually trapping all small particles.“Talk to your supplier about the machine’s HEPA rating and what you’re trying to achieve. There’s simple solutions for all desired outcomes.”

• High-efficiency Eco-mode button housekeeping h

• Patented TASKI whisper technolo

What are the most environmentally friendly choices around? “The lower the wattage – the less power you use! The other consideration is the lifespan of a vacuum.”

What are the latest models, and do you foresee any future industry trends? “The big change we’re seeing is the growth in the battery machine market. They can provide users with massive time savings and labour. Being the single highest cost for most housekeepers and cleaners, these units can pay for themselves in labour savings within months. “The other trend is the reduction in power usage for corded models.”

What should purchasers look for when assessing the quality/longevity of a vacuum? “The first clue is the warranty. Furthermore, talk to the manufacturer and tell them what you want to achieve. Don’t choose based on the ticket price, do your analysis and calculate the cost over the life of the machine. The true value of a machine is more than just the ticket price – it’s the cost of power consumption, repair downtime, replacement frequency and of course the performance.” By Mandy Clarke, Industry Reporter

Vacuum Cleaner Range Overview

HELLO TASKI AERO.

www.sealedair.com m

nt ate

1 2.

whisper P

Bye bye vento.

1 2.

FOR INTERNAL USAGE ONLY

aledair.com

Rights Reserved. 59416 en 03/17

WINTER 2018

t technology Music Solutions:

Create harmonious spaces which help trumpet your brand YOU ONLY GET ONE CHANCE TO MAKE A FIRST IMPRESSION, SO WHY NOT CREATE AN AMBIENCE THAT IS MUSIC TO GUESTS’ EARS? Savvy accommodation providers use music to craft a positive and memorable impact while setting themselves apart from the competition - whether customers are checking into budget pods or luxury pads. People react to music emotionally and with immediacy, so playing the right sounds using quality equipment can strike a chord which resonates with a guest throughout their stay, and beyond. Background music may play second fiddle to what guests are primarily concentrating on; but get it wrong and the violins from Psycho start filtering into their consciousness. The starting point for any accommodation should be quality speakers, but merely picking a few great songs to play on loop won’t cut it when catering to the diverse needs and tastes of lobby loiterers, restaurant diners, conference delegates and meeting attendees. Meeting rooms, bars, pool areas and lobbies all present a different aesthetic at different times of the day and week - and require soundtracks to match. Looking at a venue’s brand, whether relaxed and nature-based or hip and urban, provides a starting point from which to continually fine-tune the music to match the conditions.

ACCOM MANAGEMENT GUIDE

Time of day, energy levels and experiences all influence those choices and the music should be programmed to match guests’ moods - while reflecting the accommodation’s brand values. A number of suppliers specialise in providing streamed music for hotels for a set monthly fee which varies according to requirements. Some work with venue managers to craft a bespoke program based around a brand and its differing daily requirements, providing all the equipment needed for streaming as well as taking care of licencing requirements. For a lower monthly fee, others will stream professionally-created playlists to a venue advert free and without repetition for 24 hours a day. Those playlists continually evolve, and managers creating an online user profile can select their venue and chosen rooms and ‘drag and drop’ a playlist to begin playback within their accommodation. The invisible aspect to creating a perfect ambience is the sound system - or more specifically, the sound quality.

Industry view: As Jonathan Neil of Edwards Sound Systems explains; “subconsciously we all know that when music sounds great, it feels right. “There are numerous studies on how our perception of the flavour of food and drink is influenced by not only the volume of music, but the sound quality.

technology t

“A cheap pair of speakers hooked up to an under-powered amplifier will only cause discomfort when it gets turned up, and there is no doubt that distorted sound becomes stressful to listen to and part of the background noise when having a conversation. “It will make you feel irritated and unwelcome. “A common misconception is that a speaker is just a speaker – I’ve heard industry ‘professionals’ say that, and it is a very sad comment. “There is actually a lot of sophisticated engineering in the speaker transducers, from the copper wire used in the speaker coils to the material and design of the speaker cabinet, and this all determines how faithfully the sound waves reach your ears. “It also determines how well the speaker can cope when the sound gets turned up. “With a low-quality cabinet, the sides of the speaker cabinet will flex in and out with the bass. You’ll find all the serious manufacturers using birch plywood as it doesn’t warp and degrade over time with moisture and is lighter and stronger. “Another factor in sound quality is reverberation and reflection. Try to place speakers where the sound covers only the audience, not directly

facing walls or windows and other hard surfaces and try to ensure that two or more speakers are not covering the same area (as much as practical). “Carpet, curtains, soft furnishings and wall coverings will absorb a lot of problem reflections and soften any harshness, and can go a long way to improving perceived sound quality. “A bar or venue is different from your home where you can sit right in the ‘sweet spot’ between speakers. In a venue you are unlikely to have an equal distance between the listener and all the speakers - delays from sound arriving from multiple speakers and reflective surfaces have an impact on the coherence of the sound and again make it hard to hold a conversation and enjoy the ambience. “You don’t have to pay a fortune for great speakers as the audio manufacturers are competitive and are always applying technological advances to stay efficient and keep the cost as low as possible. “You do get what you pay for in most cases, so if you are streaming music please choose the highest bitrate, or uncompressed, music - and give your speakers a head start.” By Kate Jackson, Editor

QUALITY SOUND & ENTERTAINMENT EQUIPMENT SINCE 1965 Portable active speakers for the conference rooms, DJ and band systems, and high-SPL dance club systems. Order direct from the distributor. Free design and consultancy service available. Order the new DAS Audio Altea-412A 800 watt 12” Active speakers at special advance order pricing from only $899 each, or the Vantec 12A with Bluetooth connection for $1799 Limited stock! Next order arriving late October 2018

A microphone with built-in speaker, ampliﬁer and battery for small meetings and groups (originally intended for classroom use) these are suitable for small conference and lecture rooms and tour groups. You can easily speak to a group of 5-35+ people and not strain your voice. The “Micker Pro” MK-10W now.

Only $349 each, in stock

It’s a self-contained wireless, handheld batteryoperated portable PA system

t technology Wireless Charging:

Cutting the cord: the new era of wireless charging

IN THIS ERA OF RAPID TECHNOLOGICAL CHANGE, ACCOMMODATION PROVIDERS MUST EVOLVE TO KEEP UP. Guest increasingly expect accommodation, whether in a sprawling apartment block or a compact independent hotel, to be able to service them with the technology they use in their daily routines. With mobile brands like Apple and Samsung embracing wireless charging across their latest models, guests are coming to expect a seamless communication experience when not at home. After all, people rely on mobiles even more when they are in an unfamiliar space. Low battery anxiety is a real issue, especially among the younger generations which find it hard to live several hours without their phone. A Veloxity study of 1,200 people across the US cities of Boston, New York, Philadelphia, and Chicago showed that on average, 6.95 people out of ten faced low battery anxiety - more than two thirds of them. Convenient wireless power will be key for accommodation businesses looking to support their guests’ mobile needs and expectations. If you can influence how and where people get access to power, you can influence the rest of their experience with you. Wireless charging is achieved by embedding wireless power transmitters within or beneath table top surfaces or inside furniture. The transmitter beneath the table is connected to the establishment’s mains power. If a user places a wireless-charging-enabled device (such as an iPhone X or Samsung

ACCOM MANAGEMENT GUIDE

S9) above the transmitter, it will draw power from the transmitter and recharge.

Industry view: John McClure, national decorative and marketing manager at Gunnersen, says the latest wireless charging technology will change the interior landscape of public spaces across the country, turning almost any horizontal surface into a mobile device charging point. “Simply place your mobile device on the surface and charging automatically begins, without cables, adaptors or power sockets,” he says. “The wireless charging system is compatible with any Qi enabled smartphone, tablet or portable device including the latest Apple, Samsung, Google, HTC, LG and Blackberry devices. “Just like free wifi, wireless charging will quickly become the new standard in the commercial spaces. “The days of people running out of battery power will soon be a thing of the past.” Wireless chargers can sit under benchtops, desks, bars and even couches with only an understated icon in view, making the unit practically invisible. They can be fitted or retro-fitted in most horizontal decorative surfaces including solid surface, timber, plywood, MDF and particle board. Wireless charging is particularly suited to deploy at scale on a case-by-case basis, allowing hospitality venues to meet the individual demands of their customers in this era of hyper-personalised service.

technology t

And owning that technology can result in a number of benefits:

• Enhanced customer knowledge Smart wireless charging solutions allow you to glean useful customer insights that are relevant, un-invasive and provide a competitive advantage. In order to gain access to the charging system, for example, you can require guests to download your mobile app.

• More face-to-face interaction Wireless technology allows you to capture a more receptive audience – interaction is guaranteed when you are servicing a need and that extra interaction allows you to create a point of difference. Providing a charging area encourages people to come in, sit down and spend money.

• Tailored spaces Data provided via wireless charging can pinpoint the exact seating or standing location of any customer using the service, allowing owners to identify underused spaces and areas of high footfall - and tailor services to match.

Branded chargers Customising your wireless charger to match your brand image is a good way to boost your presence. ‘White label’ chargers are a blank canvas for businesses to add their own branding, and manufacturers will work with accommodation businesses to design digitally printed media on charger surfaces. Options include pad printing, through which a 2D image can be transferred to a 3D object, screen-printing logos on a surface in a limited colour combination by forcing the ink through a preprepared screen, embossing by cutting, casting, or stamping a design on a surface, or laser engraving, which leaves a high-end, long lasting impression of the logo.

How does the technology work? A magnetic loop antenna (copper coil) is used to create an oscillating magnetic field, which can create a current in one or more receiver antennas. If the appropriate capacitance is added so that the loops resonate at the same frequency, the amount of induced current in the receivers increases. This is resonant inductive charging or magnetic resonance; it enables power transmission at greater distances between transmitter and receiver and increases efficiency. The latest Qi certified wireless chargers can deliver higher power levels (up to 15W) to compatible receivers, resulting into significantly faster charging times. Speed is a main requirement when it comes to connectivity and the latest wireless charging solutions are just as, or more, efficient than wired charging. Inductive charging automatically stops when the device is fully charged, a technique that isn’t available in 99 percent of the currently available adapters. It is also an elegant solution to connectivity for any stylish venue - wireless charging negates the need for a proliferation of ugly power cords and chunky, expensive wired sockets. As John McClure says: “Now businesses can integrate wireless charging into their commercial interior spaces without affecting design aesthetics. “It will attract consumers to establishments and keep them there for longer without affecting the look of their beautiful solid surface benchtop.”

The art of wireless charging. Turn almost any horizontal surface into a mobile charging point without cables, adaptors or power sockets.

zenswirelesscharging.com.au

By Kate Jackson, Editor WINTER 2018

t technology Guest Wifi:

Is your guest wifi stopping you from getting a five out of five review?

Judy Senn

WE ALL KNOW YOU CAN’T KEEP EVERYBODY HAPPY AND THERE ARE SOME GUESTS THAT ALWAYS FIND SOMETHING TO COMPLAIN ABOUT, REGARDLESS OF THE FACILITIES YOU HAVE ON OFFER.

want to sit by the pool and listen to their Pandora or Spotify music and read a book on their Ereader or relax in their room catching up on their favourite show on one of their streaming TV Apps on their Laptop, Tablet or phone.

These reviews can be damaging and be the reason that a booking isn’t made at your complex. In a recent article by Carolyn Murphy from Revinate.com it states: “Internet-related reviews have lower average scores (3.8 vs 4.0) than reviews that don’t mention internet services, suggesting that when the internet is mentioned in a review, it is normally seen as a drawback to the hotel experience.

Not to mention business travellers. Their needs for a strong, secure and reliable connection is even more vital and when these travellers experience connectivity issues they get very upset and they get very vocal! Not only are they posting on rating sites and social media but they are talking to friends and family about their experiences.

"A deeper look into the data reveals that internet-related reviews seem to most negatively affect the occurrence of five-star reviews. "From our investigation, we can infer that there are fewer five-star reviews that mention internet because people expect perfect internet service. "Since it’s expected, they don’t think to write about it when it’s flawless. But when they don’t have a good internet experience, they can’t award a hotel five stars.” US company Hotel Internet Services conducted a search on Trip Advisor where they typed the term “wifi” and discovered four important factors of wifi and travellers of today. 1.

Mediocre to bad wifi in an otherwise great hotel might have kept them from a five out of five rating. Hotel Guests also complained and gave bad reviews for not having free wifi. Reviewers felt the resort fees should cover that amenity.

The search returned over 66,000 results. Some of these hotel properties have hundreds to thousands of guests commenting on the wifi services in their room and within the hotel whether good or bad.

Spotty connections and poor connection speeds are amongst the highest complaints.

Although this report is US centric, I think we can all agree that it pretty well hits the nail on the head about wifi expectations of guests. Guest wifi is no longer considered an amenity, it is an expected service. It is a utility and important as running water, electricity and a comfortable bed. Guests not only want wifi to be free, they want it to be unlimited data, fast, secure and reliable. A 2015 Trip Advisor study found that 74 percent of travellers and 78 percent of millennials say guest wifi is the most important hotel amenity. Some guests consider free guest wifi more important than privacy when choosing a destination. A survey conducted by Roomzzz found that 65 percent of guests connect and log on to a property’s guest wifi within seven minutes of stepping into their room. Today’s travellers are bringing with them more and more wifi-demanding devices and it is not just about wifi access or free wifi hotspot. They want easy connectivity and to have a strong connection with all their devices. They ACCOM MANAGEMENT GUIDE

Some important areas to consider with your guest wifi: Speed/Bandwidth: Guests want to check emails, browse the web and stream a movie or music and chat with family and friends via Skype. You will need the fastest connection you can get. You may need multiple connections depending on where your site is located and what internet technology is available. Signal Strength and Reliability: In room guest wifi systems are a must. Each unit or hotel rooms needs its own wireless access point or modem to ensure that the signal is close enough and strong enough for devices with small antennas such as mobile phones. External or hallway guest wifi systems will not allow for reliable connectivity of devices, particularly Smart TVs.

From our investigation, we can infer that there are fewer five-star reviews that mention internet because people expect perfect internet service.

These are the conveniences they have at home and they now expect accommodation providers to deliver on these same conveniences.

Security: You need to ensure that each room or unit has its own password. When your guests use a casting device you must ensure that your guest wifi system can isolate that device on the network to each specific unit so only guests in that unit can cast to the TV. This is very important as you do not want someone in another unit being able to cast unwanted/undesirable shows onto your guest's TV in a different unit.

Easy Connectivity: Guest no longer want to have to go through a login screen (unless in a public or common area) and continually login throughout the day. They want an in room “at home” TV experience. Sign on once and devices automatically connect when in range of the units signal. Just as it is set up at home. Streaming Devices: You need to give the ability for guests to easily connect their Apple TVs, Telstra TVs, Chrome Casts and streaming devices without having to contact the manager or support to get the device MAC authenticated onto the guest wifi system as these devices do not have a browser to be able to log them on. Data: Guests want unlimited data. Gone are the days guest want to pay for more data or a faster connection. Our suggestion is to throttle each unit to 8 – 12Mbps (more if you have the bandwidth available). You still have to share the bandwidth around and ensure everyone has enough to do what they want. Start ticking off all the key areas above and give your guests what they want. You wouldn’t skimp on electricity or hot water, don’t skimp on guest wifi. By Judy Senn, Director, Time Out Internet

refurbishment r Holiday Park Upgrades:

Resorting to upgrades: The holiday park refurb blitz AS WE BURST FROM OVER-STUFFED SUVS IN OUR THOUSANDS, KIDS SCURRYING JOYFULLY FOR THE BOUNCY PILLOW, IT’S CLEAR THAT AUSSIES ENJOY AN ENDURING LOVE AFFAIR WITH HOLIDAY PARKS. It’s an environment where devices are ditched, squeals are encouraged and siblings reconnect in a timeless embracing of family fun. And when we find a good one, we return again and again. Those bricks lining the mini golf course saying: “We’ve come every Easter since 1970” and “Celebrating at Pambula Beach since Dad was little” tell a touching story of loyalty. But what those loyal families don’t see is the level of investment and maintenance that goes into ensuring each visit is as good as the one before. Where once the kids plunged into an icy outdoor pool, now they luxuriate in a tropical oasis or pirate-themed water park. Once-scruffy communal areas are spotless, once-limited leisure facilities are expansive, once-lumpy beds are comfortable, and oncetatty bathrooms are sleek and modern - and that’s just the starting point. Add to that the inevitable wear and tear exerted by active families and it means regular refurbs are a must for holiday parks. Because while our core values have remained the same, our expectations certainly haven’t.

AWL

ENGINEERING GREAT TIMES

A U S T R A L I A N

Children’s Entertainment

Being ‘family friendly’ is one of the top three reasons why people choose a holiday park according to the latest research from the Caravanning and Camping Association of Australia (CCIA). So skimping on kids activities is simply not an option. The parks rated Australia’s best by subscribers to holidaywithkids.com boast a breath-taking range of options to keep children entertained. The website describes kids’ clubs and activities as “a must” in its synopsis of best holiday resorts for 2017 - made even more appealing when situated close to adult refuge options like a spa or bar.

W A T E R S L I D E S WINTER 2018

r refurbishment Holiday Park Upgrades:

Adventure lagoons, rope play areas, aqua jump trampolines, indoor splash parks, treetop adventures, reptile shows, pony rides and mazes all feature in the dizzying list of children’s attractions for parks scoring high on the website’s ‘people’s choice’ barometer. Spotlight and a round of mini golf just don’t provide the wow factor anymore. So if you’re looking to attract families and don’t have the advantage of a jaw-dropping location, concentrate on entertaining active little bodies.

Swimming Water parks are beginning to take precedence over traditional swimming pools as parents seek a fun, low-risk aqua environment for their children on holiday. Zero depth water parks lessen the chance of drowning incidents, so providing a more relaxed experience for parents, and offer the added bonus of decreased water evaporation and lower water sanitisation costs than traditional options. Of course, they still have to be entertaining, and latest developments include water park wave riders and illumination for evening splash fests to ensure guests are entertained day and night.

Laundries Guests will choose your park and return every holiday if unavoidable chores become a pleasure. Commercial laundry equipment has to work all day, as families get grubby at warp speed and produce a neverending stream of sodden towels. Coin operated machines must endure high use, as well as environmental factors such as poor water quality, heat and dust. And they must be tamper proof, reliable and easy to use.

Beds Comfortable beds and bedding are not a luxury for holiday park cabins,

ACCOM MANAGEMENT GUIDE

they’re an expected feature. Without them, guests will bag out your otherwise fabulous park and not return. “Beds like sleeping outside on the ground”, “Very old soft bed” and “Don't stay in an annex, poor bed comfort” are among the recent comments made by irate Trip Advisor reviewers about Australian holiday park accommodation - with star ratings to match. Alongside comfortable cabins, the new sleeping phenomenon is glamping. It embraces the best of both worlds: home comforts with just a hint of wild blended together in the safe environs of a holiday park. It provides flexibility through changeable bed options while maintaining the aesthetic and integrity of the park, and accommodates everything from stag parties to backpacking groups, families to couples in a range of bedding configurations from basic bunks to king-size luxury.

BBQs The CCIA’s 2017 consumer demand report found 75 percent of campers rated cooking outdoors as their favourite activity. But the romance of barbequing doesn’t equate to a couple of sticks set over a campfire for most holiday park visitors. They expect to sizzle those steaks on gas or electric models which are built in to a kitchen camp or in stand-alone BBQing areas. Latest models are built to withstand the harshest extremes of weather and are designed to look sleek and modern, fitting in with modern landscape designs while providing practicality in design where it is needed. Look for quality models that are rugged, long lasting and easy to care for.

Buildings Modular accommodation is changing the face of Australian holiday parks. The option to have a cabin assembled offsite and delivered plumbed and ready for action within a day means upgrades are quicker and simpler than a generation ago.

refurbishment r

They also allow greater input into design, with most manufacturers offering a range of styles and building materials in sizes ranging from studios to three-bedroom cottages.

facilities with features like entry keypads and signage included. Manufacturers will also advise on council rules, energy efficiency and sustainable materials.

Weathertex and Colorbond cladding are among the most common exterior surfaces, with Colorbond the preferred roofing choice and verandah rails ranging from stainless steel to timber.

Sustainability

Internal cabin fittings are comprehensive - from stainless steel door handles and ornate cornicing to fully fitted kitchens and bathrooms. Aircon units are standard and manufacturers offer a choice of finishes depending on budget. That flexibility extends to shared kitchen and bathroom blocks. Ancient brick and tile amenities conjuring suspicions of verucca-laden floors are being replaced in their hundreds with portables designed to weather Australian conditions - and families. Again, buildings can be customised based on needs such as wheelchair accessibility, kitchen setups, family bathrooms and laundry

Sustainability is becoming a major consideration as ‘green’ investments allow parks to conserve both the environment and their maintenance budget. Some, for example, are now including solar power, rainwater harvesting, and pool filtration technology that reduces water and chemical consumption in their refurb plans. The larger operators are even looking to introduce technology such as app-controlled air-conditioning, voice-activated lighting and curtains, links to guests’ own Netflix accounts, and monitors for power and water usage in future cabin plans. By Kate Jackson, Editor

On the slippery slope to success

Annette Matthews, managing director of Australian Waterslides and Leisure “Waterslides and holiday parks are an excellent combination and go hand in hand to spell out success for your holiday park. “The introduction of waterplay and waterslides into your holiday park creates higher interest in your park for families and results in more bookings. “Australian Waterslides & Leisure (AWL) can design a site-specific waterpark for your facility at no charge and with no obligation to buy.

“AWL first introduced waterslides into Australia in 1979 with the AquaJet waterslide in Coffs Harbour. “Since that time waterslides have been an integral part of family activity throughout the warmer months. “Contact AWL and send a site plan of your park with an indication of where you would like to position your waterplay equipment and we will return some design options and cost indications for your consideration. “We can supply waterslides in kit form for self-installation or quote for a complete install by our trained staff. “We can ship our slides to destinations within Australia and New Zealand.”

WINTER 2018

r refurbishment Case Study – BIG4 Renmark Riverfront Holiday Park:

On track for a bumper holiday season

BIG4 RENMARK RIVERFRONT HOLIDAY PARK IS RIDING HIGH WITH ITS NEXT GENERATION FACILITIES.

The award winning European Modular Pumptrack system is a

The South Australian park has added a Modular Pumptrack to its recreation offering, part of a major 12-month site rejuvenation plan.

result is a track with perfect geometry making it a safe and fun play

progressive riding track with bumps and turns created by joining plywood timber modules or precast concrete modules together. The space for all ages to enjoy riding their bikes, scooters and skateboards. Spokesperson for Watts Holiday Parks Australia Annette Terrill says: “When upgrading our park, considering value-add and recreation facilities is an integral part of the process. “Considering our target markets and their needs and wants helps us determine what facilities and recreational products best suit our parks. “We want to stay ahead of the industry, so we are always looking for the latest facilities available to implement in our business.

It is an activity that brings our guests together in a communal space where there is lots of interaction and friendships forged 66

ACCOM MANAGEMENT GUIDE

refurbishment r

“The Modular Pumptrack has added another great facility into our property that can engage the whole family. “It is an activity that brings our guests together in a communal space where there is lots of interaction and friendships forged. “Return guests love new facilities - they love to see something new.” While it is too early to yet say whether bookings have increased directly because of the new play space, Annette comments that guests have chosen to stay at BIG4 Renmark Riverfront just because of the Modular Pumptrack. She says: “Improved safety on our roads was definitely our major factor for choosing a Modular Pumptrack. Our aim was to get the kids on bikes off the main roads within the park and into a designated safe area free from vehicles.” “It gave us a new facility of which there where only a few in the state and not many in parks at the time - providing a competitive advantage.”

“We believe guests are looking for an experience and a destination for

And the feedback?

their family to create memories together and have a great time.

“Comments from our guests are that the kids love it, it’s hard to get them off the Pumptrack and lots of people have commented that they have packed scooters and or bikes because they saw the track on our social media.”

“We need to provide facilities where a guest can picture themselves with activities for everyone in the family to enjoy.” By Kate Jackson, Editor

MODULAR PUMPTRACK

Modular Pumptracks are a guaranteed - all season - riding play space solution for holiday parks and resorts. It’s safe, easy to install & has been proven by thousands of kids & parents as the most fun they’ve had on bike’s, scooter’s & skateboard’s in a long time!

FUN FOR ALL WHEELS ALL AGES

www.parkitect.com.au hello@modularpumptrack.com.au 0411 423 773 WINTER 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

ACCOM MANAGEMENT GUIDE

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

TAILORED FURNITURE SOLUTIONS For Hotels, Motels, Resorts, Serviced Apartments & High Rise Residential

F F E & T U R N - K E Y PA C K A G E S | 3 Y E A R* WA R R A N T Y | A U S T R A L I A-W I D E S E R V I C E

info@perps.com.au

1300 884 914

www.perps.com.au

*3 year warranty on all furniture packages. Electrical goods are as per manufacturer warranty. E&OE PPS3955_A

r refurbishment Case Study – Holiday Inn Melbourne on Flinders:

Certainly not your average refurbishment!

HOLIDAY INN MELBOURNE ON FLINDERS IS PART OF THE WORLD’S MOST RECOGNISED HOTEL BRAND, ALREADY RENOWNED FOR ITS WELCOMING ATMOSPHERE, FANTASTIC FACILITIES, AND SUPERB SERVICE. HOWEVER, THE COMPLETION OF A REMARKABLE REFURBISHMENT HAS FURTHER ENRICHED THE ALLURE OF THIS PARTICULAR HOLIDAY INN. Last year the hotel revamped all of its guest rooms, bathrooms and suites, to offer guests a “fresh, joyful hotel experience in the heart of the city”. The project began in mid-October 2016 when New Zealand architects Wilson & Hill were enlisted to reinvent each hotel room and add seven additional rooms, bringing the room count to 209.

By splitting a room on each level, the hotel was able to add to its inventory and the ambitious project was completed in December 2017. David Hill, director of Wilson & Hill, was delighted to be part of the refurbishment of this much-loved and conveniently-located Melbourne hotel. He said: “The refurbishment of the existing rooms provided an opportunity to create modern hotel rooms and corridors containing upto-date features and fittings. The materials, finishes and colours create a contemporary Melbourne interior with a high level of quality.” The first job was to strip back each room. A blank canvas enabled the architect to design with a modern traveller’s expectations in mind. Many desirable features were included in the room design: comfortable pillowtop beds, big smart TVs with HDMI connectivity, free wifi, ample power outlets and USB ports, plus awesome rain showers in select ‘executive’ rooms. What’s more, the transformation of the interiors is simply stunning. Where the previous guest room décor was cheery and bright but somewhat cluttered, the new rooms are now sleek and stylish and appear more spacious. Perhaps the most striking change is the magnificent floor-to-ceiling windows that have been unveiled to reveal gorgeous city views, with electronic block-out blinds controlled from the bedside. The clever exposure of natural light, alongside the tasteful use of wood and soft, natural earthy tones completely changes the mood in the guest room and now it’s a more relaxing, wholesome, modern but unpretentious environment. The unusual choice of placing the luggage rack and wardrobe outside of the bedroom space, serves to enhance the comfortable ‘living room’ feel. Godfrey Hirst supplied the warm and practical high-quality carpets for the project.

ACCOM MANAGEMENT GUIDE

refurbishment r supplier profile GODFREY HIRST COMMERCIAL

Get Covered with Godfrey Hirst If you have an upcoming Hospitality project, leading Australian manufacturer Godfrey Hirst Commercial has your project covered. Our talented team of textile designers can help you achieve your custom carpet vision and create unique, memorable spaces. Draw inspiration from one of our beautiful existing collections or send us your concept for an all-new design. Whether it’s a woven axminster in 12 weeks, FastTrack® woven axminster in 8 weeks, Designer Jet® custom carpet in just 4 weeks, in-stock carpet tiles the very same week or our hard flooring offering, our Hospitality consultants are there every step of the way to make your next project a success. No matter what your next project requirement is, Godfrey Hirst’s team of local designers and account managers are dedicated to delivering market leading results. Our local team will meet with you and put together a tailored plan to make sure your project runs on time, to budget and achieves the maximum result. Godfrey Hirst recently provided carpet to the newly refurbished Holiday Inn on Flinders Street. With a brief to provide comfort for travelers, a York Street 100% wool broadloom carpet was installed in the hotel suites to create a defined dimensional texture that offers unmistakable class, with marvellous softness underfoot. This complemented with a custom woven axminster throughout the corridors. The design incorporates a vibrant colour palette, lifting the Melbourne interior with a high durability to stand the test of heavy patronage for years to come.

Victory Lounge at Optus Stadium WA

A savvy bespoke offering, our woven axmisnter is made from a rich blend of premium wools, and employs traditional weaving skills with state of the art technology. Our in-house design team is constantly sourcing inspiration, new colour palettes, textures and patterns whilst monitoring design trends around the world. This combined with the largest product offering in Australia and with experience in servicing some of the world’s largest hotel groups and brands we look forward to creating a solution for your project. Get in touch with one of our knowledgeable consultants about your next project on 1300 444 778.

CARPET

TILES

PLANKS

transitions COLLECTION

Featuring 11 colours, common across three ranges, with a soft-velvet feel, the transitions collection has been designed to be mixed and matched or used individually within a project. Produced using Australia’s only Designer Jet machine for maximum design flexibility and fast delivery, the cut pile carpet finish achieves a Commercial Extra Heavy Duty rating. Contact a Godfrey Hirst account manager to order sampling and discuss your next Commercial project.

PH AU: 1300 444 778 (GHIRST) PH NZ: 0800 500 210 WWW.GODFREYHIRST.COM

WINTER 2018

r refurbishment Case Study – Holiday Inn Melbourne on Flinders:

The pristine white bathrooms have been completely renovated and now feature a large shower and an opaque window into the bedroom that allows natural light to flood in. The stone vanity counter tops offer plenty of space and all the bathroom fittings are water conserving to align with the brand’s advanced, world-wide sustainability effort to minimise impact on the environment through the IHG green engage system.

Indeed, the hotel’s recent online guest reviews have a very common thread, with many guests focusing on how spacious the rooms appear, and on their love of the large windows and the blinds that block out the light. Also, guests appreciate the “extremely comfortable super king-sized beds with the deluxe cotton bed linen” and the “very large flat screen TV with many channels”.

Industry view Blair Roxborough, IHG's area general manager for Victoria, South Australia & Tasmania, believes this renovation sets a new standard for hotels in Melbourne. He said: “The hotel offers a new and fresh experience to our guests. We know that everyone will enjoy our modern rooms and stunning bathrooms, no matter if they are travelling for business or leisure. “Our guest feedback to the renovation has been overwhelmingly positive. Guests are especially loving the floor-to-ceiling windows which now have electric blinds controlled via the bed - which were previously hidden by the oversized curtains. Also popular are the oversized showers in our spacious bathrooms (we previously had baths over showers and the rooms were dark), HDMI and USB connectivity in each room and Full HD TVs with HDMI Integration.”

The “spotlessly clean” bathrooms with their beautiful walk-in shower, luxury towels and amenities have also made a huge impression. One TripAdvisor reviewer stated: “Terrific bathroom. Huge shower space with good pressure and fast hot water delivery. Loved the slot drain which was placed across the cubical doorway so no water flooded the bathroom floor. Modern and clean.” Blair revealed: “The project was managed by Bruce Van Duyn of the New Zealand-based owner, Carter Group. As with any hotel refurbishment, constant detailed communication between the project manager, hotel staff, and the local main contractor, Direct Services Property Solutions, ensured the project went smoothly and was an overall success.” AMG is happy to report on this very successful and popular refurbishment but watch this space, because the Holiday Inn Melbourne on Flinders is planning to launch a new conference and event space in mid-2018. By Mandy Clarke, Industry Reporter

It’s all about creating the experience Godfrey Hirst and Feltex Commercial Carpets are delighted that the collaboration between the Holiday Inn Melbourne on Flinders designers and their own in-house design team provided the required finish to the refurbishment of the hotel. The distinctive carpets reinforce the hotel’s unique look and character by adding appeal and a sense of homelike comfort Jodi Beare, senior architect and design consultant for Godfrey Hirst, told us: “The suites have been installed with Godfrey Hirst 100 percent pure wool loop pile broadloom

ACCOM MANAGEMENT GUIDE

carpet. “Featuring a subtle design, this hardwearing carpet is simple to maintain and met the design brief of providing comfort for travellers. “The carpet continues in the corridors with a custom, hard wearing woven Axminister. “The knowledge of our in-house design team, paired with the vision of the hotel designers, resulted in the finished carpet design meeting the project’s brief and budget. “The custom design with vibrant colour palette gives the impression of elongation that impresses both staff and guests as they travel along the corridors.”

refurbishment r Case Study – Crowne Plaza Alice Springs Lasseters:

A new look for Crowne Plaza Alice Springs Lasseters THE FINAL STAGE IN A $6.25 MILLION REFURBISHMENT PROJECT FOR CROWNE PLAZA ALICE SPRINGS LASSETERS WAS RECENTLY COMPLETED. It revealed an indigenous inspired design with 139 rooms beautifully renovated to a level that not only respectfully reflects the locale, but also aligns with Crowne Plaza and IHG brand standards. The Crowne Plaza Alice Springs Lasseters sits in Australia’s Red Centre, nestled under the MacDonnell Ranges and just a few minutes from Alice Springs CBD. This is one of the town’s largest hotels, offering travellers trusted Crowne Plaza brand quality in a unique destination. The property has a fantastic variety of facilities and amenities including the beautiful resort pool, spa and sauna, state-of-the -art fitness centre, casual dining in Tali a la carte restaurant and access to a variety of food and beverage options within the Lasseters casino. The modern refurbished guest rooms now delight guests, oozing comfort, style, and warmth.

fresh and give homage to our brilliant and unique location. There really is no place quite like Central Australia. The completion of the renovations will deliver new and larger conferences to the region and this in turn will boost the local economy.”

Hotel general manager Stewart Manson is very proud of the outstanding refurbishment, carried out by one of Australia’s leading hotel refurbishment contractors Reward Hotel Projects, which was the main contractor for the entire refurbishment. He stated: “The new rooms look

The refurbished rooms have been modernised with refreshed tiles, carpet, furniture, cabinetry, fittings, amenities, and artwork. Each bathroom has also been updated and modernised, featuring a spacious walk-in shower and illuminated vanity mirrors.

reward HOTEL PROJECTS

www.reward.com.au WINTER 2018

r refurbishment Case Study – Crowne Plaza Alice Springs Lasseters:

Industry view: Jimmy Lee from Reward explained: “The design is inspired by the locale, to reflect the breath-taking Central Australian landscape. Vibrant oranges and earthy tones create a contemporary and warm space for guests to unwind and experience the heartbeat of Australia.” A mixture of Aboriginal paintings and prints of local landscapes feature throughout. The paintings completed by talented local indigenous artists are now included in the renowned Lasseters Collection of over 150 pieces of Indigenous art. “The artwork is a key feature of the rooms,” Stewart told us. “We feel this brings the element of luxe to the accommodation. We commissioned 80 new pieces for the rooms and these bring a unique Central Australian element to each of the rooms.” Most of the renovations can be attributed to local suppliers, contractors and artists, fully managed by Reward. This project should prove to be a valuable investment for the hotel and good news for the area, attracting additional business and more conferences and exhibitions. It is also thought that it will help position Alice Springs as a top location for the Australian tourism sector. According to Stewart, the refurbishment began on 14 August 2017 and was completed in March of 2018. The hotel held an open day on 7 April 2018 and invited the public to view the rooms. It was an exciting occasion and featured face painting, live radio broadcast, tastings for

restaurant menus and a scavenger hunt through the property, with the main prize being a night in the king deluxe suite. Stewart said: “During the hotel open day, we had over 200 locals view the rooms and provide positive feedback. Many had not been to the property in a number of years and were delighted to see the rejuvenation of the property. The artwork was a particular talking point, each room has a unique piece and guests feel the colours and styles really connect them to the location.” The results of this successful project are spectacular; nevertheless there were challenges along the way, the main one being the remoteness of this location. “Materials and specific items were not as readily available, and the logistical challenges of the remoteness meant everything had to be meticulously planned to ensure items arrive as they were needed,” Stewart noted. These challenges were resourcefully managed within the timeline thanks to the experience of Reward Hotel Projects, which has also completed the refurbishment of other remote hotels such as the Desert Gardens Resort, Emu Walk Apartments and The Lost Camel Hotel, all near Uluru. Reward is currently undertaking the refurbishment of the Mercure Hotel Lodge in the Kakadu National Park. Reward’s Jimmy Lee added: “We are happy with the end result of the project and are delighted to be a part of such an amazing transition of the Crowne Plaza Alice Springs.” By Mandy Clarke, Industry Reporter

Get ready to shake your groove thing Reflect the surroundings, highlight the décor and focus on the details. This was Weatherdon’s brief when they won the contract to work with the newly refurbished Crowne Plaza, Alice Springs in the Northern Territory. Weatherdon and Lasseters are old friends, working together since the resort first opened in 1981. The property, with a rich history, became more colourful when it was featured in the movie Priscilla Queen of the Desert. “There’s over 200 guest rooms and part of the refurbishment project was to upgrade the amenities, which we started working on a year ago. We approached this in four stages, sourcing products specifically for the resort and working closely with designers, housekeepers and the facilities and fitout team.

ACCOM MANAGEMENT GUIDE

“A lot of the original products have stood the test of time, and we were able to add to the inventory with new coat hangers, jugs, bins and amenities trays,” said Robert Steginga, Weatherdon’s account manager who coordinated the project. Consideration was given to in-room lighting-design which needed to focus on three categories: background illumination, feature accents and task work. This perfectly suited the Nero LED aluminium desk lamp; it is ultra-slim and has three dimmer switches and today’s essential, a built-in USB port. Everyone, from designers to housekeeping agreed that visual impact was a key factor in creating a sense of wellbeing with ambience and atmosphere a reflection of a quality environment. The rooms are ready and the scene is set for the next time Priscilla’s lavender bus rolls into town.

ss safety & security Mobile Access Door Locking:

The key to smart door locking

DOOR LOCKS REMAINED PRETTY MUCH THE SAME OVER FOUR MILLENIA - UNTIL AN ENTERPRISING NORWEGIAN CHANGED EVERYTHING.

So what are mobile access solutions?

Tor Sornesâ&#x20AC;&#x2122; invention of the first recodable keycard lock in 1976 led to a revolution which has seen accommodation houses all over the world transition from mechanical locks to electronic ones.

RFID - radio frequency identification using of radio waves to capture information stored on a tag - and NFC - near field communication involving a sticker or wristband containing microchips to be read by mobile phones - are growing in popularity.

The latest electronic keys can fully integrate with property management systems to receive and convey a range of messages - and they can be controlled by a smartphone. While electronic door locks have been around for the past 40 years, the hardware has been so prohibitively expensive that hotels have often waited for over a decade to upgrade to new locks.

The majority of hotel chains still operate with familiar magnetic key card technology, but other electronic options are becoming more common.

They work best for accommodation providers with a property management system which allows a seamless integration so, for example, information about room number and length of stay is automatically sent to your electronic locking system.

But now, turnkey solutions can be implemented for a fraction of the cost and without expensive hardware replacement.

Thereâ&#x20AC;&#x2122;s no need to enter this information manually into your locking system - all you have to do is click a button and swipe the keycard to encode it.

A number of keyless lock system suppliers can retrofit their hardware over existing deadlocks or key card locks, eliminating the need for expensive door upgrades.

Some giants of the industry, including Hilton and Marriott, have transitioned to mobile access locking, allowing guests to access rooms using their smartphones.

Dutch tech company 4Suites, for example, claims it can cheaply install a chip into almost any lock in less than five minutes to make it mobile accessible - without the need to replace any existing hardware.

Accommodation providers looking to implement mobile access technology need to determine if the locking system they have can be upgraded to digital key functionality with only minor adjustments.

ACCOM MANAGEMENT GUIDE

Smart rt Lock

CONNECT + CONTROL

Codelocks Smart Locks combine smart technology with traditional keypad and card access options suitable for a wide range of applications. The CL4510 and CL5510 Smart Locks are easily operated and managed directly via the keypad or via any Bluetooth compatible smartphone by downloading the K3 Connect App*. Updating settings, generating and sending access codes, or viewing audit trail information can all be done using your smartphone. Unique FRGHV FDQ EH FUHDWHG ZLWK D VSHFLÄąF VWDUW GDWH DQG WLPH VR WKDW WKH\ automatically expire after a set duration. The codes can be sent to individuals via SMS or email and recorded via the audit trail function, allowing entry to be tightly controlled and monitored.

**** â&#x153;&#x201C;

Coded Entry

Smart Card Entry

Smartphone Management

Audit Trail Downloads

Easy Installation

CONVENIENCE IS KEY Lifestyle Serviced Apartments (LSA) manages properties, rooms and apartments with rentals lasting anywhere from a few days to a few weeks. LSA installed the CL4510 Smart Lock for its ability to generate unique access codes remotely. When a rental customer places an order, the LSA team is able to remotely issue a time sensitive code for each of the apartment doors. The codes can be set for any desired time period and are disposable, expiring once the customer checks out of the property. /6$ KDV FRPSOHWH Ä˛H[LELOLW\ ZLWK QHZ OHYHOV RI FRQYHQLHQW DFFHVV FRQWURO without compromising on security. Administrative time and costs are kept to a minimum as codes do not need to be manually updated and there are no keys to manage. The audit trail function allows LSA to monitor guest activity, ensuring that customers safely arrive and check out on the agreed date. â&#x20AC;&#x153;I had a meeting with Codelocks and really liked the concept of their VWDQGDORQH VPDUW ORFNV ,W KDV GHÄąQLWHO\ EHHQ ZRUWK WKH LQYHVWPHQW DQG ZH will certainly use Codelocks again in our future serviced apartments.â&#x20AC;? David Diack â&#x20AC;&#x201C; Director of Lifestyle Service Apartments.

sales@codelocks.com.au

+61 2 9882 1009

codelocks.com.au

ss safety & security Mobile Access Door Locking:

A number of keyless lock system suppliers can retrofit their hardware over existing deadlocks or key card locks, eliminating the need for expensive door upgrades

Many can be retrofitted to include mobile access, magnetic locking strips and RFID, but the accommodation provider must first have software in place that can generate digital keys and assign them to individual guests. Along with upgrading their locks, accommodation providers should evaluate how the mobile access solution can work with their existing brand loyalty app. If they have one, then integration is typically quick and simple with mobile keys being seamlessly added alongside other app features. If they don’t, hoteliers need to consider lock suppliers that have partnerships with app developers who can provide a platform with seamless integration. Or they can look at standalone solutions, such as software development kits, that allow mobile access without requiring a large investment in IT infrastructure. TJ Person of mobile systems developer OpenKey told delegates at the Hotel Technology Revolutions Forum in October: "The reality is that 67 percent of guests would prefer a smartphone key for their room over a traditional card key.” And he spruiked the economic benefits of changing to mobile lock technology, saying: “Costs start to tumble for hotels, including a 40 to 60 percent reduction in expensive physical keys issued. “Some hotels still spend over $2000 a month on physical keys.” Research has shown that a wait of more than five minutes to check in leads to a 50 percent drop in hotel stay satisfaction levels. Implementing mobile keys can free up staff to focus on improving the guest experience and enable speedier check ins.

What are the pros and cons of electronic door locks? Each method of locking has pros and cons. Physical keys, such as metal keys, key cards or handheld remotes, can be lost or damaged, while numerical key codes can be forgotten (or learned and memorized by the wrong person). Key codes can be quickly and easily changed by the user when necessary, while changing physical locks and keys is much more involved, requiring specialised hardware and expertise. Power failures are problematic for purely electronic door locks, causing them to remain locked or unlocked until the electricity has been restored.

ACCOM MANAGEMENT GUIDE

On most electronic door locks, you'll find some combination of physical and electronic locking control on the same door. For example, you may have a physical key for setup and emergency back-up but use the remote or keypad to lock and unlock the door on a day-to-day basis. This provides an extra layer of convenience and safety for the user but may also provide additional functionality. Dead smartphone batteries mean back-ups from a reception desk will still be needed for the foreseeable future when it comes to mobile access.

Security Some hotel groups have been wary of adopting digital key technology, fearing that hackers may hijack mobile devices to illicitly gain access to rooms. Richard Solomons, former CEO of InterContinental Hotels Group, told the Financial Times in 2017: “We have not yet found a way of doing it that has the security levels that we want. We can make a headline by launching digital keys, but genuinely, we’re not going to do that. We don’t want somebody else accessing the room.” Shortly afterwards, millions of keycard locks in hotels around the world had to be updated after researchers found a way to exploit software vulnerabilities in them to create full-access master keys. The Vingcard Vision locks made by Swedish company Assa Abloy had to be individually upgraded at enormous expense. The newer version Vingcard Visionline locks are no longer vulnerable to such hacks. The reality is, technology has moved on and security is improved. This summer Hilton revealed that they had had 11 million digital key uses without a security breach - and had trialled their system with numerous hackers to ensure it was failsafe. Ultimately, the hotel industry is moving toward the smart hotel concept through which guests will one day control almost everything via their smartphone. According to one prominent industry insider: “Smart hotels will operate at a fraction of the cost of traditional hotels, while providing a much more satisfying experience for the guest. “To realise the smart hotel, every system needs to talk to the others including the door lock.” By Kate Jackson, Editor

safety & security ss supplier profile ASSA ABLOY HOSPITALITY OCEANIA

The global leader in door opening solutions ASSA ABLOY Hospitality (formerly VingCard Elsafe) is the global leader in hotel security technology, with products installed in over 45,000 properties worldwide, securing in excess of 8 million hotel rooms. Our comprehensive range of security and technology solutions comprises VingCard electronic locks, Elsafe in-room safes, mini bars and many more hospitality products. With the new Mobile Access solution by ASSA ABLOY Hospitality, guests can skip the front desk, using their smartphone or watch as a secure key. This new solution maximizes operational eff iciency, guest loyalty and convenience, as well as reducing costs and driving revenue. VingCard Essence, the “invisible lock”, launched a growing trend for minimalism: now the new VingCard Allure lock takes the concept further. All external hardware has been removed through a signal panel offering exceptional flexibility in design, as well as the ability to add DND and MUR notifications. “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 eff icient 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.

ASSA ABLOY Hospitality is part of ASSA ABLOY’s Global Technologies division. ASSA ABLOY is the global leader in door opening solutions, and is already recognized as an industry innovator. The company has made the Forbes “World’s 100 Most Innovative Companies” list since 2014 and recently was included in the new list for 2018. ASSA ABLOY Hospitality has worldwide service and support in more than 170 countries. With off ices in Sydney, Melbourne, Brisbane, Perth, Auckland, Cairns & New Caledonia we are in a unique position to serve all hotels in the Oceania region. For more information contact ASSA ABLOY Hospitality Oceania, Phone: 1300 796 233, email: australia.hospitality@assaabloy.com, website: www.assaabloyhospitality.com

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

WINTER 2018

ss safety & security Emergency Lighting:

Light up your building in case of evacuation Any number of emergent situations can occur at an accommodation property and in every instance, adequate lighting is a necessity. Emergency lighting impacts each facet of protocol in an evacuation; from crowd control and directional cues to hazard avoidance in stairwells, hallways and external grounds. Carpark safety and security footage visibility also benefit from well-maintained and tested emergency lighting. Staff, guests, building residents and visitors should all be able to navigate their route out of your building in an emergency situation and this is the key point to remember when liaising with suppliers on emergency lighting installation. Not only are the lighting products themselves important but the installation and maintenance required, should also be discussed and you should ask for assurance that all of the above complies with national standards for emergency lighting. In terms of maintenance, insiders say that it varies state-to-state and tests should be carried out extremely regularly, and fittings should be cleaned at least once a year. Regarding the standards relevant to both Australia and New Zealand, starting with AS 2293.1 Emergency escape lighting and exit signs for buildings – System design, installation and operation, Worksafe QLD notes: “Internally illuminated emergency evacuation signage may be used as part of an existing emergency lighting system. The system of lighting must have battery backup light fittings capable of illuminating the exit signage and provide clear directions for safe exit from the workplace in the event of power failure. “AS 2293.1 allows for an internally illuminated exit sign to perform roles of illuminated emergency exit signage and emergency escape luminaire provided that it meets the requirements of both purposes as set out in the standard.” Key standards to look up: •

AS 2293.1-2005 Emergency escape lighting and exit signs for buildings – System design, installation and operation

•

AS 2293.3-2005 Emergency escape lighting and exit signs for buildings – Emergency escape luminaires and exit signs

“Lifts: Section 2.8.3 of AS/NZS 3012:2010 Electrical installations – Construction and demolition sites also requires minimum emergency lighting levels of 20 lux to allow for safe egress from the lift shaft.” Emergency lighting isn’t something that guests will necessarily notice, unless said lighting is badly maintained or located in a particularly inconvenient or strange place, but it is something they will rely on in an evacuation and therefore needs to be fully compliant. There are a few different types of emergency lights. Exit lights come in slightly different shapes and sizes, all featuring the same colours and symbols publicly associated with an ‘exit sign’. Green, with white detailing, these vital emergency lights vary in energy efficiency and width. Weatherproof covers and containers are also available. Features such as mounting, length of life, and whether the light is single or double sided, should all be mulled over and depend on need of use.

Satellites and emergency luminaires are much more variant, coming in all shapes and sizes. They should be selected based on the layout of your property and planned evacuation routes. If you are looking to refurbish an older property, it would a sensible plan to have a risk assessment carried out so you can be sure that all emergency lighting will meet the latest requirements. You may find that the lighting needs to be rearranged, for example.

Industry insight Craig Alexander, from BARDIC, spoke to AMG about some of the new trends and answered some frequently asked questions from accom clients. A common challenge faced with older buildings (and some new) is when the building is wired with the emergency lighting and the general lighting on the same phase without provision of a test switch to the emergency lights. In these instances, to conduct a discharge test, the building managers would need to switch off all lighting that is on that phase to complete the test which is not practical, and could prove inconvenient for the occupants of said building. Another challenge that building managers are faced with is when the general lighting is connected to a completely different phase from the emergency lighting. This can sometimes go unnoticed even during the commissioning of the emergency lighting system. This poses a big issue because if the mains (AC) power fails only on the phase connecting to the general lighting, the emergency lighting will; not be activated as it still has power. This kind of wiring can deem the building non-compliant to AS/NZS2293.1. New buildings should have emergency lighting wired to the same circuit as non-emergency lighting instead featuring a test switch which allows the emergency lighting to complete a discharge test while all other nonemergency lighting remains active. If an older building has emergency lighting that has been wired incorrectly building managers can avoid the costly exercise of updating the wiring system and instead upgrading their products to newer models that feature in-built (or optional) sentinel self-testing. Self-testing emergency lighting will automatically perform routine self-testing to ensure compliance without the need for additional wiring or upgrades. There are several key factors that need to be considered when choosing emergency and exit lighting and the placement of each fitting. These include:

You should also consider whether you would like your emergency lights to work standalone or as part of a networked system.

•

The Building Class as set out in the National Construction Code of Australia (NCC).

This should be a critical point of discussion with your chosen supplier.

•

The floor area of the building; if the floor area is over 300m2 and it is

ACCOM MANAGEMENT GUIDE

safety & security ss

a property where members of the public are likely to be invited into, say a shop or doctors surgery then emergency and exit lighting is always required. •

The mounting height and lux output of the fitting determines the maximum spacing between each fitting. Refer to AS/NZS2293.

•

The distance of travel to an exit route.

•

The new standard does not allow for the use of “arrow both ways”. Exit signs must not provide a choice for the occupant on how to exit the building. It must be clearly distinguishable which route is the best route to exit the building.

•

Viewing distances for exit signs. The maximum viewing distance must be marked in the green background of each diffuser.

•

The following different recommended pictorial element heights correspond to a maximum viewing distance: >= 100mm < 150mm >= 150mm < 200mm >= 200mm < 250mm

•

16m viewing distance 24m viewing distance 32m viewing distance

Exit Sign pictograms; the minimum height of the pictorial element for all illuminated exit signage is 100mm, with no limit on the maximum height.

Most importantly, the building managers should ensure they have a compliant emergency exit and lighting design at the get go. Most buildings now use LED fittings and unlike halogen of fluorescent lamps, these LEDs age differently; the light output continues to reduce over time. When the light at floor level drops below 0.2lux, the once compliant building now becomes non-compliant. It is important that the building managers check the fitting runtime against the L70 lifetime data at least every 5 years to determine if the LED light is still suitable for use. Introducing a WiNetRF central monitoring system helps track the total runtime of fittings and provides the L70 data for each fitting making simple to stay compliant. Pre-existing buildings that feature pictograms displaying the word EXIT may be non-compliant. The Green Running Man must be used in all new installations as this is a universal symbol with no defined language. However, if a pre-existing building before 2005 does feature EXIT signs this is ok, so long as the entire building is consistent. There is to be no combination of EXIT and Running Man signs along a particular path of travel. By Rosie Clarke, Industry Reporter

Discover our latest range of Emergency Lighting WINET RF Central Monitoring & Control

A wireless management, monitoring & control system. The easiest site management system available.

Inbuilt Sentinel Self-testing

Automatically performs routine self testing. Ensure compliance without the need for additional wiring or upgrades.

5 Year Warranty

Industry leading warranty across our range of PREMIUM Lithium Emergency Lighting.

www.mpower.com.au

44 YEARS IN EMERGENCY LIGHTING WINTER 2018

er energy & resources Air Conditioning Upgrades:

How upgraded aircon inflates profits and reviews

GUESTS CARE DEEPLY ABOUT AIRCON. Whether it’s an away-from-home extravagance or a work climate necessity, people like to crank up the climate control the moment they walk through their accommodation door. Breakfast? Take it or leave it. Swimming pool? A nice little extra. Aircon? For most travellers, being able to set the room temperature is imperative. According to Trip Advisor’s TripBarometer 2016: “Globally, 63 percent of travellers said air conditioning is a must-have when choosing a place to stay. That makes it more of a deal-breaker than breakfast (40 percent) or a swimming pool (26 percent).” Which means that if your accommodation is cooled by an inconsistent, noisy, leaky or strange-smelling air conditioner, you risk invoking the wrath of indignant visitors.

Why upgrade? There are three main drivers for aircon upgrades: guest comfort, reliability and efficiency. Social media and review websites are littered with guest comments about room temperature and air quality not meeting their expectations. “The aircon was a disaster! It is centrally controlled and way too hot,” said one two-star reviewer on Trip Advisor. “Pity about the aircon! Spoilt my impression,” said another. “I had to wheel my bed into the aircon path and even then I woke up sweating,” was among the internet complaints, as was “looks good, nice staff, but a noisy hot-box”. Clearly guests don’t just want aircon, they expect quality climate control. When it comes to reliability, units that require constant maintenance or develop a habit of randomly switching themselves on and off will cost money and bookings. As an operator, paying to have units frequently serviced is frustrating, and not being able to fill rooms because of unreliable aircon is a disaster.

ACCOM MANAGEMENT GUIDE

While the outlay for investment in new units may hurt, the efficiency savings can be significant. Recent advances in efficiency mean, for example, that a Daikin ducted system produced in 2018 is some 46 percent cheaper to run than an equivalent Daikin model from the early 2000s. Newer heating, ventilation, and air conditioning (HVAC) systems are constantly being developed to address energy efficiency and environment concerns. They include versions of the packaged terminal air conditioner (PTAC) commonly found in hotels and motels, and the vertical terminal air conditioner (VTAC), which can be installed inside a small closet instead of protruding from under the window. Sensor operating systems linked to upgraded units can detect when guests are in and out of rooms and are estimated to save 25% – 40% on air conditioning costs, delivering a return on investment in as little as 6 months.

Latest technology The fact that guests love to crank up their aircon means any new system must include a way to keep costs to a minimum. Felix Seiler of accommodation giant Holloway Lodging Corporation told Hotelier: “When choosing HVAC, we look for a decrease in power consumption, more efficiency on both cooling and heating, and newer technologies for electronics and automation. “We also install motion sensors and heat sensors in rooms to ensure the system only runs when the room is occupied. “When installing new HVAC systems in large hotels, we always obtain an engineering opinion to ensure we get the right sized and engineered system.” Variable refrigerant flow (VRF) systems are becoming a popular choice with hotels because of the ease of retrofit and the energy efficiency they offer. They consume less electricity than a conventional system and require less maintenance over their estimated 25-year life.

Isn’t it time you updated your air? WHY UPDATE? » Quality that is built to last » Quiet operation » Inverter technology » Economic operation » Flexible range - wall mount, floor mount and ducted » Reverse cycle

Remember how power hungry light globes were 15 years ago? Well, today’s air conditioners are 40% more cooling energy efficient and can be controlled via Wifi. How smart’s that!

*Additional adaptor required per unit for WiFi compatibility. 40% energy efficiency is for cooling mode comparing the Mitsubishi Electric MSH-RV Series (2002) to MSZ-GL Series (2017)

To learn more about our Air Conditioners & Jet Towel Call: 1300 280 625 | mitsubishielectric.com.au

Pioneering Hand Dryer Technology Jet Towel Slim

Jet Towel Smart

» Economical - eliminates paper waste » Ultra quiet 56dB (standard mode) » Reliable and robust

» Tough exterior » Eliminates paper waste » Easy air filter maintenance

er energy & resources Hot Water Systems:

Fend off those cold showers YOU MIGHT BE THINKING, MY HOT WATER SYSTEM’S NOT BROKEN SO WHY AM I READING ABOUT IT.? WELL, THE THING ABOUT A HOT WATER SYSTEM IS THAT ONCE IT BREAKS, THERE’S NOT MUCH TIME TO THINK ABOUT YOUR OPTIONS – UNLESS YOUR GUESTS LOVE A COLD SHOWER. Therefore, doing some research before it breaks, so you know what your next move will be, is absolutely key! Whether you realise it or not, water heating accounts for approximately a quarter of energy usage for an average household. Scaled for an accom property this is a very substantial wedge, so it is vastly important to make sure that you have the right hot water system installed for your accommodation property. There are several options to drive the water heating mechanism: solar, electric, a heat pump, or gas. Solar requires solar panels and a storage tanks – depending on the size and usage of your property, this could be a big investment. The panels obviously need to have direct access to sunlight, and this may be tricky if your ratio of roof-space to usage is out of balance. On the positive side, if done properly a solar system can be cost-efficient long-term and is environmentally friendly. There may also be financial incentives or

government rebates available depending on what state you operate in. Electric systems can be cheap to install but the running costs add up over time. Off-peak electricity rates may help with running costs but only if the property has big enough storage tanks to last all day. Heat pumps are known as a more efficient electric tank option. Popular in warm climates, they operate by pulling heat from the atmosphere and using it to heat water tanks. Comprised of a tank and compressor, they do require ventilation and are usually situated outdoors. They can also create noise, so should be kept away from guest accessible spaces. Gas hot water systems are usually cheaper than electric systems, but require a reliable connection and gas prices have been on the rise. LPG is another option over natural gas, but this will increase running costs. Gas options also have energy efficiency star ratings so be sure to check those out if you are interested in gas systems.

Storage tank options As the majority of heating options require a storage tank solution, this needs to be factored into the equation. Generally, stainless steel tanks will last longer and demand less upkeep but mild-steel tanks are the cheaper alternative. If you go the latter route, be sure to keep on top of corrosion checks and general maintenance.

Each indoor unit is individually controllable by its user and a variety of unit styles can be mixed and matched to suit individual requirements (e.g. high wall units and ducted units). The outdoor unit can be made up of numerous modules to create the required capacity for larger businesses and the compressors can be operated at varying speeds, so the units work only at the rate needed to meet requirements, enhancing their efficiency. New systems are not only more efficient and tailored, they’re also more environmentally friendly. Older systems use ‘R22-type’ refrigerant which is a hydrochlorofluorocarbon, a group of gases known to deplete the ozone layer, whereas new systems use 410A which is believed to have no ozone impact.

The right fit There are numerous options available for different hotels. For example, small hotels that have limited space may benefit from installing a more compact unit operating with 24-volt thermostat capability. Properties with underground parking tend to consume more energy because of the need to circulate large volumes of air, and controls can help manage these costs. Older hotels benefit from upgrading their system from water to air-cooled, which wastes less water and is much cheaper to maintain. Each property is unique and modern technology upgrades allow climate control to be designed around its individual needs.

System controls The latest automated aircon systems can detect whether a guestroom is occupied through information transmitted via infrared detectors and micro door sensors to a central module. When a room is occupied, a guest has control over all temperature settings. But when they leave, Big Brother takes over and climate control becomes regulated by the module, which initiates energy savings.

ACCOM MANAGEMENT GUIDE

When the room is unoccupied for a period, control modules can turn on air conditioning for a few minutes every two hours to prevent stuffiness. And importantly, they can also alert managers to equipment faults before a guest even knows about them. The Big Brother theme continues into guests’ aircon remotes. Latest models not only deliver a simple, easily understandable display, but can be programmed with an operator’s own minimum and maximum temperatures. So while guests believe they have set the temperature, their aircon usage is actually being managed remotely.

Allergy prevention Whatever units you choose, installing the proper filters and replacing them on a timely basis is a key component of combatting any allergy problems caused by the circulated air. While ordinary paper filters help remove dust from the air, High Energy Particulate Air (HEPA) filters are designed to trap smaller particles such as bacteria, mould and pollen. HEPA filters consist of densely packed glass fibre layers as opposed to paper, and the best ones can block about 99% of those particles responsible for air conditioner allergies. Filters should be changed at least every other month - and more often if you operate in an allergen-heavy environment. By Kate Jackson, Editor

energy & resources er

Industry insight

Tim’s view on storing hot water methods…

Here, EvoHeat general manager Tim Martin shares his thoughts on how accom providers should approach their hot water systems.

Having stored water available on hand is critical for commercial operations. In an ideal world, we wouldn’t have to plan for worst case scenarios, but this simply isn’t practical. Having redundancy in the form of stored hot water can buy you time for maintenance and/or service at times when you need it most.

Always size and design your new system for the worst case scenario. No-one wants to be in a situation with a completely booked facility - 100 percent occupancy - in the middle of winter, with no hot water. In addition to having redundancy in the form of stored hot water, your system should have the ability to provide at least some emergency heating in the event of failure. One way to achieve this is to have three to four smaller systems that provide your total requirement, rather than one singular large system. I encourage managers to research advanced technologies - even when their system is operating as intended - to ensure they are well informed and have a pre-considered approach to equipment replacement when the time comes. Replacing capital equipment of any kind tends to be more of a reactionary decision (such as in the event of failure) rather than a considered purchase. Many factors should come into consideration for equipment purchase, such as reliability, performance, product features and capabilities. Of course, cost should also be a factor but none more so than energy efficiency. Energy efficient products are capable of providing genuine savings and a tangible return on investment, rather than just an expense that is borne out of necessity and never recovered. Energy saving should always form part of the discussion in any equipment purchase. In terms of what’s trending, we are seeing a real trend away from gasfired products, and the installation of solar power photovoltaic systems (PV) combined with high efficiency electrical products (such as LED lighting and heat pumps). While gas and electricity charges are both continuously increasing, many property owners and managers are concluding that you simply cannot produce your own gas, and are taking holistic approach to energy production and usage to become less reliant on gas supply.

Tim’s pros and cons to solar, electric and gas… Heat pumps are energy efficient products. Therefore, the system’s capital cost will be recovered over time when compared to conventional heating methods, such as gas and electric. Due to their direct heating methods, gas and electric heaters are not capable of producing any more heat than the relevant incoming energy (i.e. 1kW of energy in = less than 1kW of heat output) typically resulting in an energy factor of less than 95 percent. This means they are not providing any financial return on the capital investment. Heat pumps, however, utilise advanced refrigeration technologies to extract energy from the surrounding environment to multiply the incoming energy and convert this to hot water. The resulting heat output can be up to four times that of the energy input (i.e. 1kW of energy in = 4kW heat out), so the capital cost is typically returned in energy savings within two to three years. Convention solar products, are reliant on direct and optimal sunlight to produce efficient hot water. In the real world, it simply isn’t feasible to expect this can be achieved 24 hours a day, 365 days per year. And for each occasion that these systems are required to produce heating outside of these optimum periods, they simply revert to traditional gas or electric heating methods. They can also be costly to install and maintain due to their many operational components, and panel systems that require roof space that could be used for solar power photovoltaic systems (PV). By Rosie Clarke, Industry Reporter WINTER 2018

ps preferred suppliers AIR CONDITIONING

Preferred Supplier Programme assisting the industry

manufacturers of quality bedding QUALITY WITHOUT COMPROMISE

FACTORY PRICES DIRECT

FOR OVER TWENTY YEARS IN AUSTRALIA THE PREFERRED SUPPLIER PROGRAMME AND DIRECTORY HAS BEEN AN EXTREMELY VALUABLE AND EFFECTIVE TOOL FOR ACCOMMODATION MANAGERS. It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers. Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme: 1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier). 2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers. 3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry. 4. Subject to the satisfaction of these processes and commitments suppliers then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the Accom Management Guide and online at www.accomnews.com.au. 5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

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

Proudly Australian Made & Owned Since 1981

204 Holt Pde, Thomastown VIC 3074

03 9465 6444

Control your aircon Costs!

sales@comfortsleepbedding.com.au

www.comfortsleepbedding.com.au

the remote The Ultima II remote gives you more control over your air conditioners. Programmed for you to save you money!

thermocontrols.com.au Energy Saving Air Conditioning Smart Remotes Simply Clever. Swap & Save You set & lock the temp ranges Y Tamperproof, T Tamperp roof, ff, universal universal TM

No complaints - Lower Bills

1300 552 897

ARTISTS & ARTWORK

Beautiful art for every wall

Custom made in Australia. Fast delivery and ready to hang

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. 86

ACCOM MANAGEMENT GUIDE

BEDS & BEDDING

Phone: 1300 181 546

sales@wallartprints.com.au

The sign of an Industry Specialist

It’s not just a mattress... it’s our passion! Sleep Better with Luxury for Less!

AUSTRALIAN DESIGNED

(07) 3284 3133 commercial@avanteaustralia.com.au www.avanteaustralia.com.au

AUSTRALIAN OWNED

BED SPREADS & BED COVERING PRODUCTS

preferred suppliers ps CLEANING CONTRACTORS

HOTEL, MOTEL & RESORT SUPPLIES

SECURITY SYSTEMS &/OR CONSULTANTS

FROM NOOSA TO KAWANA

A professional service for resort cleaning

✆5474 3299 FAX 6474 3099

ELECTRICAL APPLIANCES

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

Hotel Products Direct Hotel Products Direct is the Industry leader in online sales and supplies to the Accommodation Industry

Phone: 1300 651 355

The sign of an Industry Specialist www.accomnews.com.au/ business-directory

www.hotelproductsdirect.com.au

PAINTERS & DECORATORS

INSURANCE

FURNITURE

Specialising in:  Hi-Rise Repaints  Large Complexes  Interior and Exterior  Hi-Pressure Cleaning  Concrete Spalling Repair (Concrete Cancer)  Waterproofing & Roof Membranes LOCALLY-OWNED FOR OVER 25 YEARS

TAILORED FURNITURE SOLUTIONS

PPS3955_A

info@perps.com.au 1300 884 914 www.perps.com.au

A U S T R A L I A

W I D E

FURNITURE - OUTDOOR

Ph 5520 1256

www.anppainting.com.au QBCC Lic No 1050861 NSW Lic No 179886C

LAUNDRIES

www.daydreamleisure.com.au sales@daydreamleisure.com.au

M: 0409 682 500 F: 08 9409 2018

www.roybattssales.com.au

2018

NOMINATIONS FOR ARE NOW...

We don’t rest on the seventh day (03) 9388 5300 | robert.teoh@southpacificlaundry.com.au

LINEN &/or LINEN GOODS

Reward your best suppliers by nominating them for the Preferred Supplier Programme. Australia’s Leading Hotel Bedding Suppliers

Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

Roy Batts - Hotel & Commercial Sales E: roy@roybattssales.com.au

South Pacific Laundry specialises in the provision of quality linen and supplies for the hospitality industry

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES

HOSPITALITY TV SOLUTIONS VINGCARD DOOR LOCKS ELSAFE ROOM SAFES ELECTRICAL APPLIANCES

07 5437 8544 info@mainlinen.com

Simply send their details with a short testimonial to: psp@resortpublishing.com.au or Call (07) 5440 5322

They’ll thank you for it! WINTER 2018

the software for your hotel Switching PMS Software can seem like a daunting task but it is easier than you think. SIHOT has over 30 years’ experience in assisting our customers in making the transition. Providing cutover tools and import sheets to assist with Data Migration and balancing. Our expert team specialise in trust accounting transitions. SIHOT prides itself on assisting property managers with a variety of Support & Backup options to meet individual business requirements. We offer support options from “pay as you use“, to standard business hours, to full 24 hour every day. SIHOT Pricing Structures allows our customers to pay for only what they need offering modular based software that can be customised to each individual property‘s requirements. SIHOT offers 3 pricing options - purchase outright, rental options, and software as a service. Contact our sales team for a quote today on 07 5634 9527. SIHOT Trust Accounting offers the latest regulation requirements for each state with easy to use functions to assist with owner, guest, and auditor queries. With automatic daily checks that alert management if 3 way is not in balance. Our expert in-house team have over 20 years trust accounting experience. SIHOT offers Third Party Integration with a wide variety of vendors to assist with increasing your revenue or link to SIHOT booking engine for commission free reservations.

PRICING FROM AS LITTLE AS $140 PER MONTH*

+ PLUS •

Guest App to allow pre check in and account balance check

•

Kiosk integration

•

Bed Management ideal for Hostels or backpackers

•

Comprehensive Conference & Banquet Module

•

SMS functionality

•

Headquarter or CRS module

*Pricing based on standard PMS 30 rooms rental only option based on 4 year contract.

SIHOT Asia Pacific 170 Scarborough Street, Southport, QLD 4215 07 5634 9527 management-au@sihot.com