Accom Management Guide - NZ - Spring 2016 by Multimedia AU/NZ

ACCOM MANAGEMENT GUIDE

industry Freedom Campers a continuing challenge

profiles Major transformation at Boulcott Suites Wellington Heritage Hotels a growing force

guest facilities Lusty’s Lagoon draws attention with swim-up bar and café Year around swimming a big bonus for All Seasons Holiday Park, Rotorua

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Issue 34 | Spring 2016 NZD $16.50 (Inc GST)

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

Spring 2016

industry • profiles • guest facilities

Quest – Ascending to the next level hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement www.accomnews.co.nz

Call Dennis Clark now on +61 421 384 212

Finally… A Hotel Specific Docking Station The New Generation Bluetooth Alarm Clock We understand the importance of a great guest experience, that’s why we have introduced to NZ, a Hotel Specific Docking station! Make you and your team’s life easier while keeping your guests happy!

Replaceable parts if required Saves cost of replacing the whole unit

Dual USB Charging

Located at the front for phones and tablets

Room-Specific Bluetooth System

Single-Day Alarm

Reduce chance of connecting to neighboring room

No repeat alarms to affect the next incoming guest. Housekeeper does not have to cancel the alarm before every new guest.

Special Operator Key

To Pre-lock clock timing and to pre-lock maximum volume – Guest can only change the alarm, not the time.

45º LCD Display Allows viewing from the sides

Multi-level Dimmer

In-Room Temperature Display

This gives the guest flexibility of brightness at night time

FM Radio

(20 channels)

Retractable Anti-Theft Steel Cable

Time Display Format

(optional)

(12H/24H)

Rechargeable cellphone type battery

In case of guestroom power failure, battery will maintain power supply

ONLY $89.00 + GST each

Aux input capability

Phone / Tablet Cradle

For comfortable video viewing

Call 0800 466 966 sales@astro.net.nz www.astro.net.nz

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spring

Accom management guide is distributed quarterly to Accommodation Industry Managers and Professionals throughout New Zealand.

2016

www.accomnews.co.nz EDITORIAL

Brent Leslie b.leslie@accomnews.co.nz

PRODUCTION

Richard McGill r.mcgill@accomnews.co.nz

ADVERTISING

Stewart Shimmin 03 974 1036 s.shimmin@accomnews.co.nz Dee Dawson 03 929 0620 d.dawson@accomnews.co.nz

CONTRIBUTORS

Moira Penman, Kathryn Officer, Rachael Shadbolt, Sue Sullivan, Chris Till, Kelvyn Coffey, John Smallwood, Brendon Granger, Bronwyn White, Malcolm Rands, Lesley Immink, Chris Roberts, Mandy Clarke, Rosie Clarke and Brent Leslie. accom management guide welcomes editorial contributions and images on relevant topics for features, news items or new products. Please email copy to: editorial@accomnews.co.nz. Images should be in high resolution (300dpi) JPEG or TIFF format. accom management guide is distributed quarterly to hotel, motel, resort and apartment complexes throughout New Zealand. Views and opinions expressed in this publication are not necessarily those of the publisher or Multimedia Publishing Limited. Every effort has been made to ensure the accuracy of information in accom management guide, however the information contained in 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.

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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. Resort News, 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 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.

Hospitality NZ Report: What’s your point of difference? Tourism Export Council Report: Water is the new global gold! AA Tourism Report: Falling down the digital marketing rabbit hole Conventions NZ (CINZ) Report: Conventions at the centre of high-value tourism South Pacific Report: Best Family Resort awards for Outrigger Fiji South Pacific Report: STR partners with Fiji Hotel & Tourism Association Bed & Breakfast Association Report: B&Bs aim to create big memories Special Report – Freedom Campers: Freedom Campers a continuing challenge

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ADVERTISING CONDITIONS:

The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, its 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.

industry

Opinion: OTAs are marketing directly to your guests and so should you

Heritage Hotels: Heritage Hotels a growing force in the New Zealand industry Case Study – Lake Resort Cromwell: Lake Resort Cromwell, a unique Heritage property in tranquil Otago Boulcott Suites - Wellington: Major transformation at Boulcott Suites Wellington

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Coffee: Improve your coffee credentials

technology Using Wifi: How hotels can utilise technology to attract millennials Guest TV: Guests demand a better-thanhome TV experience

refurbishment

guest facilities Case Study – All Seasons Holiday Park, Rotorua: Year around swimming a big bonus for All Seasons Holiday Park, Rotorua

Ultimate Night’s Sleep: So you’re thinking about upgrading your mattresses…

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housekeeping Breast Cancer Foundation: NZBCFbusiness partnership can help combat breast cancer scourge Luxury Towels: Do the little things matter? Bed Bugs: Bed bugs a growing downside of more frequent travel Pest Control: Commercial control necessary for guarding against problem pests

marketing

Going Local: Local tourism marketing: the low hanging fruit

Leases – Part 2: Accommodation business leases, structures and values

Workplace Wellbeing: How to put the “Well” in Wellbeing at work

Injury Prevention: Creating a safe workplace is a key to success

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Case Study – Chateau Marlborough: Expansion of luxurious Chateau Marlborough now complete

Tapware: Modern tapware brings huge advantages in retaining guest satisfaction

Case Study – Lusty’s Lagoon, Taupo: Lusty’s Lagoon draws attention with swim-up bar and café

food & beverage Complimentary Beverages: Want to know what your guests value?

Industry Viewpoint: Advanced modular construction methods bring new solutions to accommodation industry

what's hot What's Hot

profiles

property human resources safety & security Electrical Safety: Ensuring your ‘test and tag’ is authentic – and safe

energy & resources HVAC: HVAC room automation systems bring improved efficiency and savings. Recycling: New Zealand must do much more to reduce packaging waste going to landfill

preferred suppliers The Preferred Suppliers Directory

Key - For easy perusal Paid-for supplier profile or supplier case study PO Box 5104, Papanui, Christchurch, 8542, New Zealand Phone: (03) 365 5575 Fax: (03) 365 1655 mail@accomnews.co.nz www.accomnews.co.nz ISSN: 1173-0943

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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 paid-for advertorial but may be included as relevant opinion. Happy reading!

industry i Hospitality NZ Report:

What’s your point of difference? AS WE HEAD INTO ANOTHER STRONG SUMMER SEASON I HEAR A LOT OF SAGE COMMENTS LIKE, ‘IF YOU CAN’T MAKE MONEY IN THIS ENVIRONMENT YOU ARE DOING SOMETHING WRONG’ OR ‘MAKE HAY WHILE THE SUN SHINES, FOR IT WILL SURELY END SOON’. Both comments have some merit, as we all know that when the industry is up, in general, the majority enjoy the increased business. We also know that everything comes in cycles and at the moment we are on the positive side of that cycle. Increased visitors and tourism spend aside there are still a lot of players in the accommodation market wanting a piece of the visitor pie including those that we categorise as non-commercial operators aka, holiday houses and the relatively new disruptor on the block AirBnB. With over 1,000 commercial accommodation members including hotels, motels, apartments and such, you will appreciate that opinion on how best to handle the issue of commercial vs non-commercial accommodation is wide and varied. What we all agree on, some rather begrudgingly, is that holiday houses and AirBnB are here to stay and they are an important part of the visitor product offering. In fact if we are really honest, holiday houses and couch surfing has always been part of the kiwi holiday offering. The internet has simply made this sort of accommodation offering much easier to access, particularly for the international visitors. From a commercial accommodation perspective, what the industry wants is a fair playing field. Especially so when it comes to

local rates and the levels of compliance, to ensure guest safety, that non-commercial accommodation providers currently don’t have to abide by. Talking at a member forum recently, one of our members lamented that the industry has been talking about this issue for years, so why haven’t we fixed it yet? As we all know, advocating for anything at a local and central government level is a long game, but we have stamina and we are slowly chipping away at the issue.

Rachael Shadbolt

In the meantime, rather than looking at all the things a holiday house offers that your product might not, look at what your unique point of difference is. What is it that attracts people to your property? Not everyone wants to stay in a holiday house nor do they want to sleep in someone’s spare room. Motels offer the convenience of cooking facilities and a park at the front door in some of the best locations in the country while hotels offer that little bit of luxury – who doesn’t love room service. A hotel, motel or holiday park that offers a pool or a playground for the kids wins brownie points with me every time. So rather than looking at what the non-commercial neighbour up the road is doing, focus on what truly matters - looking after your business and providing the best possible service to visitors so that you are their first choice next time they visit. By Rachael Shadbolt, GM Accommodation, Partnerships and Communication, AccommodationNZ

Tourism Export Council Report:

Water is the new global gold! THE TOURISM EXPORT COUNCIL (TEC), WHICH EARLIER IN THE YEAR LED THE FRESHWATER DISCUSSION ON BEHALF OF THE TOURISM INDUSTRY BY SUPPORTING THE CHOOSE CLEAN WATER CAMPAIGN, MAINTAINS THAT WE AS AN INDUSTRY AND COUNTRY HAVE TO VALUE FRESH CLEAN WATER AS THE HIGHEST PRIORITY – FOR OUR COMMUNITIES, THE ECONOMY AND HEALTH AND WELL-BEING OF OUR FRESHWATER LAKES, RIVERS AND STREAMS! A significant motivation for visitors choosing destination New Zealand is our clean, green image and we want to ensure this reputation lasts for generations to come. The tourism industry is concerned that if more is not done to immediately protect the environment and our waterways, our clean, green marketing proposition could be quite different in 50-100 years. We believe water quality to be the single greatest challenge to maintaining New Zealand’s environmental promise. New Zealand is richly blessed with fresh water. We have 145 million litres per person – six times as much as Australia, 16 times as much as the US and 70 times as much as China or the UK. However, we need to value it appropriately with all the right environmental protection mechanisms in place. While the Land and Water Forum reports and the Next Steps for Freshwater Consultation document show good progress in identifying our freshwater

challenges of the past; until the question of water ownership and pricing are properly resolved it will be difficult to achieve efficient management of our freshwater resources. New Zealand needs to move to some form of water pricing to achieve the best use of this valuable and finite resource and protect the health and wealth of our nation. On behalf of TEC, I said to Environment Minister Nick Lesley Immink Smith: ‘A national water policy statement that only aspires to wadeable is a marketing disaster for New Zealand’. We need to demonstrate that the aspiration of all New Zealanders, led by the Government, is at the minimum swimmable and where we can, it should be drinkable. And not just because the tourism industry trades on the 100% Pure New Zealand brand, but all our export products such as agriculture, horticulture and viticulture also trade on our clean green image. Fonterra presents their own products to the world with its imagery of livestock set amidst rolling green pastures, snow clad mountains and sparkling waterways. While we cannot be 100 percent safe or make every waterway swimmable all the time, we need to hand-on-heart know we are doing all that we can. Clean freshwater is the new global gold, so we should protect it for ourselves and treat it like the precious commodity it is. By Lesley Immink, Chief Executive, Tourism Export Council SPRING 2016

i industry AA Tourism Report:

Falling down the digital marketing rabbit hole GETTING YOUR BUSINESS NOTICED IN THE NOISY WORLD OF ONLINE MARKETING CAN SOMETIMES FEEL LIKE SCREAMING INTO A CROWDED ROOM – YOU JUST GET DROWNED OUT.

right, but a good agency will make you aware of that and will keep you updated on what’s working and what’s not. Our team at AA Traveller can also review these for you if you’re listed with us and are happy to provide recommendations.

To cut through the noise people are increasingly looking at new ways of getting their voice heard, often putting themselves in spaces well outside their comfort zones and areas of expertise.

As the online marketing world gets more sophisticated, there’s always another beast waiting to be tamed. AdWords in isolation won’t be a Moira Penman magic, noise cutting solution unless it’s paired with a great website that’s likely to get you bookings and enquiries. You’ll likely hear this from your agency, and some will go so far as trying to sell you into a package deal, especially if your AdWords campaign crashed and burned. Don’t get pressured into making a decision there and then. Do your research and talk to others in the industry to get advice.

For many accommodation providers, the beast they’re currently learning to tame is Google Adwords. It helps businesses become more visible in a Google search by targeting a list of keywords that people are likely to use when searching online. There are a growing number of agencies that specialise in creating AdWords campaigns with many promising increased bookings for several thousand dollars of investment. While it’s easy to blindly trust an ‘expert’, it’s not particularly smart. Like any business decision, it’s good to have at least a basic understanding of what you’re paying for and what results you should realistically be expecting at the finish line. Sadly, that’s not always the case. When business owners receive an analytics report full of data that makes little sense, they can’t get a true picture of the outcome of their AdWords investment beyond whether or not their bookings went up. While that may seem like the most important piece of the puzzle, it’s vital to also understand how the agency got that result and where in the process potential customers decided not to book a room with you. A lot of that comes down to the keywords the agency is targeting on your behalf. I’ve heard from many of you who have invested in AdWords that the agency you hired targeted words like the business or brand name instead of keywords or phrases that people are likely to use when searching for accommodation. This can be a good idea if you’re pairing it with other online marketing initiatives, but if not, it can end up costing you a lot with very little return. If you’re looking to grow awareness of your business and increase your bookings, targeting words that only people who already know you use isn’t going to help achieve your goal. Get around this by reviewing your list of keywords and ensure it includes phrases like “accommodation in Wellington” or “motels in Wellington” if you’re a motelier based in the capital city. Be specific with your keywords and be sure they reflect the type of words your customers will be typing into Google. This will likely take some trial and error before you get the mix

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Like almost everything in our business, you have to look at it from the customer’s point of view. Are you providing them with the best experience? Once they’re on your page how easy is it to make a booking or enquiry and can they do it on their phone or tablet? If your call to action buttons are buried somewhere off the page, that’s equivalent to buying a property with no roads leading to it – you won’t get many people visiting. A trusted company will be able to give you good advice and help ensure your website is set up with everything it needs to make a good impression, and ensure your marketing campaigns don’t fall flat when it comes to converting clicks into bookings. If you’re approached about improvements that can be made to your existing website, get this as a list and discuss it with your existing web designers. Most of the time they can make corrections for you at no additional cost. If you’re on the hunt for someone to host your website, make sure it’s a company that will provide you with plenty of customer support. You’ll likely be in there a fair bit making changes, so try to find a company that won’t love you until they’ve signed you and then forget you exist. How you present yourself online is now just as important as the face to face experience for your customer. Your online marketing is likely to be your first impression and the beginning of your customer’s experience with you, so don’t go into it with your eyes closed. It’s time to dive in and embrace it – AdWords, websites and all. By Moira Penman, General Manager, AA Tourism

industry i Conventions NZ (CINZ) Report:

Conventions at the centre of high-value tourism INTERNATIONALLY THE BUSINESS EVENTS INDUSTRY HAS FIRMLY PLACED ITSELF AT THE CENTRE OF HIGH-VALUE TOURISM, AS ONE OF THE KEY DRIVERS OF THE SECTOR’S DEVELOPMENT. IT IS RECOGNISED AS AN IMPORTANT GENERATOR OF INCOME, EMPLOYMENT, INVESTMENT AND KNOWLEDGESHARING. In New Zealand, a new network of convention centres is soon to emerge. With a 3000-delegate New Zealand International Convention Centre in Auckland for 2018, a 1400-delegate capacity venue in Christchurch to open in late 2019, and other proposed smaller facilities in Queenstown and Wellington, New Zealand can compete on the world stage. A modern convention centre network combined with unparalleled leisure opportunities gives New Zealand a unique, world class offering to present to the global conference market. Delegates can step off the plane and arrive to state-of-the-art facilities, world class cuisine and a wide range of activities and accommodation options. Having purpose-designed facilities in the North and South Islands, with excellent access via our international airports, will lift help New Zealand’s profile as a great place to do business. It will bring people with new and world-class ideas to meet here, attract potential investors and export partners, and bring high-spending visitors. Over 525,000 delegates attended 5500 conferences in New Zealand in the year ended March 2016* For a country the size of New Zealand, there remains plenty of room for growth in the future. International convention delegates spend an estimated $350 per night, almost twice as much as other international visitors to New Zealand. International conference delegates often bring partners and families, making the most of their opportunity to visit New Zealand, and spending on extra days of accommodation, hospitality and entertainment before or after the event. Conference business comes in our shoulder and low seasons, spreading the economic benefits of tourism, keeping hotel occupancy up throughout the year, and making a compelling business case for hotel and other tourism infrastructure investment. Latest figures show conventions and conferences generated around 846,000 visitor nights in 2015, of which 44 percent were from overseas delegates. They spent an average of 5.8 nights in New Zealand.

Multi-day conventions were worth $472 million to New Zealand last year, and the average per night delegate spend was up 15 percent from 2014, driven by the increase in per person spend and also an increase in delegates, up nine percent.* These international delegates have a wider economic impact for New Zealand because they foster ongoing relationships and commercial Sue Sullivan transactions. The broader benefits of a growing business events economy are equally important. New Zealand’s business events sector provides key support for infrastructure development, business relationships, knowledge transfer and industry investment, with the benefits spreading across both city and regional economies. We also have the chance to springboard off an overall tourism market that is experiencing very strong growth, and potential for continued ongoing growth. While technological change does impact on travel and meeting patterns, the desire to meet face to face and to have first-hand experiences remains – especially for those who share passions or professions in different countries. Business events are relationship-based, with their focus on networking and sharing ideas. New Zealanders bring to this our Manaakitanga – our style of hospitality. It is reflected in the way we greet people, how we welcome them, how we engage them and share ideas. We are competing against big destinations with big budgets, but a strong point of difference is that New Zealand story, and the friendly way we have with people. To match New Zealand’s investment in physical infrastructure, our industry recognises it must also nurture our human infrastructure to grow the business events sector. Conferences and business events are all about people. Conventions and Incentives New Zealand’s education initiatives include professional development through master classes for conference organisers, mentoring programmes, a national emerging talent programme for young industry members, and a new training diploma for those wanting to achieve high-level national qualifications. We are ready to boost New Zealand’s reputation on the world stage. *Figures sourced from MBIE - Convention Delegate Survey year to December 2015, and Convention Activity Survey year to June 2016.

By Sue Sullivan, chief executive, Conventions & Incentives New Zealand

SPRING 2016

i industry South Pacific Report:

Best Family Resort awards for Outrigger Fiji OUTRIGGER FIJI BEACH RESORT HAS BEEN NAMED BEST FAMILY RESORT IN FIJI IN THE ANNUAL READERS’ CHOICE SURVEY CONDUCTED BY HOLIDAYS WITH KIDS MAGAZINE. The 5-star resort was voted first in the 4-star and above category while another Outrigger property, Castaway Island, Fiji Resort was voted runner-up in the Best Family Resort – 4-star and under category. The awards were based on thousands of reader surveys that ranked properties for their kid-friendly accommodation, activities for all ages and all-around excellence. Resorts must excel in standard of service and hospitality, children’s activities and facilities, quality of accommodation, value for money and overall experience. In announcing the award, Holidays with Kids said readers had been impressed by Outrigger Fiji Beach Resort’s authentic Fijian hospitality, stunning coastal vistas and activities. The resort has a commitment to providing safe, relaxing and entertaining environments for families with the accent on providing 5-star beachfront accommodation while retaining authentic elements of the traditional Fijian village. One of the trademarks of the resort is the Meimei nannies program. This affordable service, staffed by trained, professional nannies, allows parents to enjoy some quiet time together, knowing that their children are in caring, capable hands. It is supported by two Outrigger kids

clubs, the Little Riggers for 3-7 year olds and the Beach Riggers for 8-12 year olds. The resort also features a large, family oriented pool and an adults-only pool with swim-up bar and bistro. Castaway Island, Fiji was praised for its white sand beaches and kids club activities for all ages. The resort is located on a secluded, private island resort with 65 air-conditioned beachfront and garden bures, four restaurants and four bars. Castaway Kids Club offers complimentary access for children three years and over. A supervised children’s dinner is served. There is also a program for teenagers which includes a dolphin safari, underwater treasure hunt, snorkelling, a guided paddle around the island, and night activities which include the island’s famous frog race. Executive vice president and chief marketing officer for Outrigger Enterprises Group, Sean Dee said that these resorts are united by their commitment to providing families with the best holiday experiences imaginable. "As a family owned company celebrating 69 years of hospitality – it’s especially meaningful to have Outrigger properties named as Top 10 Best Family Resorts,” he said.

STR partners with Fiji Hotel & Tourism Association STR, a data benchmarking and analytics specialist, has partnered with the Fiji Hotel and Tourism Association to advance performance growth for the hotel industry in Fiji. “We have great expectations for our partnership with the FHTA,” said Jesper Palmqvist, STR’s area director for the Asia Pacific region. “Fiji is a great leisure travel market, and we’re hopeful that, in combining our forces, we’ll be able to help this market continue to grow. STR knows the hotel industry better than anyone, and the FHTA knows this market better than anyone, so there is a lot of potential in this partnership.” The partnership is expected to bring 70 percent of available hotel rooms in Fiji into participation with STR’s benchmarking program, with a goal to further strengthen participation over time. STR’s worldwide sample accounts for nearly 55,000 hotels and more than 7.4 million hotel rooms across more than 175 countries.

Outrigger Fiji Beach Resort Meimei nannies at work

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“STR has shown a great interest in supporting the Fijian hotel industry,” said Michael Wong, FHTA CEO. “As a globally-recognized leader in accommodation benchmarking, we are excited to be able to use this invaluable information to support our members. After the devastating impact of cyclone Winston, STR was able to provide timely, daily reports of the adjustment to performance of operators, which has been an effective tool in our conversations with Tourism Fiji and industry stakeholders.

industry i Bed & Breakfast Association Report:

B&Bs aim to create big memories RECENTLY I WROTE ABOUT THE CHANGES B&BS HAVE EXPERIENCED IN RECENT YEARS AND HOW THAT HAS AFFECTED US, IN PARTICULAR HAVING TO EMBRACE NEW TECHNOLOGY AND THE NEED TO RE-ENGINEER OUR BUSINESSES ACCORDINGLY. EVEN THOUGH WE HAVE MOVED WITH THE TIMES, LIKE MANY SMALL TO MEDIUM SIZED BUSINESSES IN NEW ZEALAND, WE STILL FEEL WE’RE LAGGING BEHIND.

and the types of devices they are using, in an

The Bed & Breakfast Association New Zealand has a duty of care to its members to help them manage the consequences of the unprecedented growth in international tourist arrivals.

instant confirmations.

The Association is the connection point for members, and is well placed to provide them with all the information they need to run their businesses successfully; this includes helping them keep up with technology. Most B&Bs have enthusiastically embraced the increase in guests, especially when those travellers choose to stay with them because they know they’ll get a unique experience. It is fair to say that all players in the accommodation industry struggle to get direct bookings and B&Bs are no different. To be in the running for any direct bookings, our B&B members have to fully embrace technology and be prepared to factor in the cost as an everyday business expense. Like it or not we accept that some of our bookings will come through the OTAs and now that we no longer have print advertising as an expenditure we accept that our marketing budget needs to include OTA commissions. They provide a service to the accommodation sector and guests alike, and given their deep pockets and broad reach they will remain a part of our distribution strategy. It is therefore necessary for B&Bs to continue working with OTAs but there is no reason why we should not pursue direct bookings. Recognising that travellers have changed the way they are booking

effort to market their B&Bs we looked at options to help our members get noticed more and to get direct bookings. By working with Welman Technologies in Wellington, the Bed & Breakfast Association upgraded its own marketing website and launched www.bedandbreakfastnz.co.nz solely

Kathryn Officer

dedicated to marketing our member properties to potential guests, allowing them to make direct bookings online with

We didn’t stop there though. Given the demise of print publications and the increase in bookings made from mobile devices we saw the opportunity to develop a mobile app, and once again, working with Welman Technologies we were able to create an app which has been released on both android and iphones. Now our members have access to affordable products that allow them to connect using the Welman systems and provide travellers with the option of making instant bookings via the bedandbreakfastnz.co.nz web site or via the mobile app B and B NZ. If we can be instrumental in helping our members connect with guests in this way then we will be able to say “job well done”. We feel very satisfied that we have provided our members with a high tech marketing web site and mobile app giving their guests a first class quality experience from the time they start thinking about booking their stay, through to the day they leave. If the travellers choose to book direct with our members via the bedandbreakfastnz.co.nz web site or mobile app B and B NZ, they are at the beginning of an incredible journey – and we couldn’t be happier to know that we’ll share in the big memories they’ll be creating of their visit to New Zealand. By Kathryn Officer, association president, Bed & Breakfast Association New Zealand

SPRING 2016

i industry Special Report – Freedom Campers :

Freedom Campers a continuing challenge SUMMER LIES JUST AHEAD AND WITH IT WILL COME THE BENEFITS AND PROBLEMS CREATED BY THOUSANDS OF FREEDOM CAMPERS TAKING TO THE ROADS TO ENJOY THE SCENIC BEAUTIES AND WONDERS OF NEW ZEALAND.

infringements. In its media release on May 4, 2016 the Forum, headed by TIA chief Chris Roberts, emphasised its commitment to improve freedom camping management. In part the release stated: The New Zealand Responsible Camping Forum was established in 2007 and brings together representatives from the tourism industry, rental vehicle operators and central and local government.

Most communities will welcome such campers for the spending money and potential employment they bring. In reviewing the past summer, Forum participants were But to some, particularly in smaller communities on united in their view that freedom camping should not be the tourist trail, they will also be a source of annoyance banned but that improvements could be made to the for the detritus they leave behind. And when their way it is managed, Mr Roberts says. parting gift on the landscape is what should have gone Tourism Holdings Ltd (thl) has New Zealand’s largest into a toilet, or occasionally some damage, that can fleet of campervans for hire. Chief executive Grant be particularly unpleasant. And with record numbers TIA Chief, Chris Roberts Webster says stronger measures may be needed to of tourists likely to take to our roads in the next few ensure travellers without self-contained vehicles camp only where toilet months in their motor homes or with a tent in their car or van, the tourism facilities are available. Getting information about freedom camping to industry’s strategy to manage any problems is likely to come under a great travellers using private vehicles was another challenge. deal of pressure – and scrutiny. In the Act, freedom camp means ‘to camp (other than at a camping ground) within 200m of a motor vehicle accessible “The majority of rental vehicle operators support the aims of the Forum and area or the mean low-water springs line of any sea or harbour, or on or within strongly encourage their clients to stay in commercial holiday parks or other 200m of a formed road or a Great Walks Track’. designated camping sites. But many visitors buy cheap cars or vans – social In the general understanding, freedom campers can include those staying at DOC sites and designated areas. Many areas designated for freedom camping offer access to public toilets and water.

Responsible Camping Forum Freedom campers have been the sources of a good deal of focus by some key players in the tourism industry here. As a consequence, the Responsible Camping Forum was set up in 2007 to manage community, social and environmental issues around freedom camping. Tourism Industry Aotearoa (TIA) spearheads the Responsible Camping Forum to manage community, social and environmental issues around freedom camping. The forum has around 30 members from the tourism industry and central and local government, and regards campers as an important sector of New Zealand’s tourism industry because they travel widely through the country, tend to stay a long time and spend money on a wide range of good and activities. Since its inception, the forum has succeeded in achieving a unified stance on how best to manage freedom camping in New Zealand. While some degree of enforcement is required, Forum members believe they can reduce that through education and helping campers embrace the principle of kaitiakitanga (social and environmental responsibility).

MBIE Insight In August 2016, the Ministry of Business, Innovation & Employment published Insight on freedom camping by international visitors. Its figures suggested that around two percent of all international visitors experienced freedom camping while here, but that figure is nebulous as it could mean as little as one night of such camping in an extensive holiday of paid accommodation. Although other parts of the industry have disputed its statistics, MBIE indicated that about 10,000 freedom camped in the early years of this century, but the numbers grew rapidly, plateauing to about 60,000 in the last five years. Its figures show total spending by freedom campers has increased significantly to around $250 million per year. At an April 2016 meeting of the New Zealand Responsible Camping Forum, attendees agreed to a three-pronged approach to tackling issues associated with freedom camping, focusing on information, infrastructure and

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media may be the best way to reach out to this group.” Holiday Accommodation Parks Association of New Zealand (HAPNZ) Chief Executive Fergus Brown says the Forum accepts that there will always be some people – both New Zealanders and international visitors – who do not want to stay in commercial or other designated camp sites. “Communities must decide whether they want to allow freedom camping in their area and then have the ability to enforce the rules. Forum participants identified that current infringement regimes, such as being able to collect fines from international visitors, were not working effectively enough,” Mr Brown says. “We also want to work with local councils to ensure freedom camping sites aren’t established in areas where they directly compete with local holiday parks.” The Forum has produced free resources to help rental vehicle operators and the wider tourism industry, visitor centres, councils and other organisations and businesses promote the responsible camping message. The www. camping.org.nz website provides a ‘one stop shop’ for camping, including information on eco-wise practices, keeping safe, regional camping, facilities and where to stay in New Zealand.

Legal ramifications Free camping is legal in the right places. DOC provides around 50 free camps. Legislation was introduced in August 2011 around freedom camping and local councils are able to issue fines to people freedom camping in nondesignated places. One careless night could cost miscreants an instant fine of $200 if they: • • • • • •

camp or prepare to camp where it is not allowed damage the area they are camping in dump waste or rubbish refuse to leave an area when told to do so refuse to give information to an enforcement officer camp without a toilet in a place that only allows fully self-contained vehicles.

They can be fined up to $5,000 if they are convicted of behaving illegally

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towards an enforcement officer (either a council or DOC worker). They can also receive a court fine of up to $10,000 for a major dumping of waste e.g. a campervan emptying its sewage tank onto public land. Some councils have been creating new bylaws under the Freedom Camping Act 2011. In July 2012, the NZMCA commissioned public law firm, Chen Palmer, to prepare a guidance document to assist councils and other interested parties in better understanding the requirements of the Act. As a result, some councils deferred their decisions to pass new bylaws, pending further information. Responsible freedom camping can be achieved in a certified self-contained vehicle as these vehicles have the necessary facilities on-board to contain all the occupants’ waste for a minimum of three days. Many councils permit freedom camping in certified self-contained vehicles only. Every district and council has different rules. Some won’t allow freedom camping within one km of the town, or will only allow it in a carpark for one night. Council rules are also different from the rules that must be followed on DOC conservation land. For instance, the Thames Coromandel District Council specifies: Freedom camping is not allowed in prohibited areas under TCDC's Freedom Camping Bylaw 2014. There are several reasons why an area is prohibited, including habitats for endangered species, need to protect public access to reserves, and for health and safety reasons. – All prohibited areas are clearly signposted.

What will this summer bring? With the recent explosion in tourism here, all the signs are that this summer will prove a big test of the Responsible Camping Forum’s effectiveness, as well as the effectiveness of the Freedom Camping Act and local council bylaws. For instance, at their annual conference in Rotorua in June, after their most successful summer ever, holiday park operators were told that guest nights at holiday parks grew 8.5 percent to nearly 7.4 million in the year to March 2016, and were warned to prepare for an even busier peak season in 2016-17. In September, HAPNZ chief executive Fergus Brown wrote to MBIE, stating his association’s belief that: Councils where necessary should develop bylaws that state: • •

Freedom camping is prohibited in urban areas. Outside of urban areas freedom camping is restricted to self-contained vehicles which meet NZS5465.

Mr Brown says this standpoint is along the same lines to a recent bylaw introduced by Queenstown Lakes District Council. TIA chief executive Chris Roberts says a number of initiatives have been taken in recent months to address concerns arising from freedom camping. “Some of New Zealand’s major campervan operators are participating in a three-month trial scheme that sees fines issued to campers tagged to the vehicle they are travelling in. When the vehicle is returned, campervan company staff direct hirers to the relevant council website where they can pay the fine immediately to avoid being charged an administration fee. The trial runs to the end of October and its success will then be reviewed.” Mr Roberts says information on acceptable freedom camping practices is now being included in a letter from Immigration New Zealand to travellers granted a working holiday visa to New Zealand, along with information on safe driving. “TIA has met with the Minister for Local Government and is participating in a review by the Department of Internal Affairs of freedom camping bylaws. “The majority of councils have been happy with the provisions of the 2011 Act and have not seen the need for a bylaw. Many of the bylaws that have been put in place are working well, but some have had unintended outcomes, so a review is useful.” “The Government has opened the Regional Mid-sized Tourism Facilities Grant Fund, a four-year $12 million fund ($3 million a year), to help communities develop small infrastructure projects that enhance visitor experiences, and enable them to manage growing numbers of tourists and independent travellers. This will cover infrastructure like public toilets and parking areas,” he said.

Only a problem few The next Forum meeting was scheduled for October 11 (when AMG was going to print) to report on progress on the various work-streams over winter and to prepare for the coming season. Mr Roberts said the key message of the forum remains the same for this summer. “There will always be some New Zealanders and international visitors who like to freedom camp, but we strongly encourage visitors to stay in holiday parks, DOC camping grounds or other designated areas. “It’s worth noting that the vast majority of freedom campers act responsibly and abide by the rules. It’s only a very small number who can spoil it for others. “We also note that many New Zealanders enjoy freedom camping, not only international visitors.” By Brent Leslie, Industry Reporter

SPRING 2016

management m Opinion:

OTAs are marketing directly to your guests and so should you IN THE BATTLE TO CONVERT GUEST LOYALTY AND GUEST DATA OWNERSHIP FROM AN OTA TO YOUR HOTEL, THERE ARE TWO IMPORTANT CONTACT POINTS THAT MUST BE MONITORED AND MEASURED. First, well-run hotels keep close track of how the front desk captures direct contact information from OTA guests, particularly email addresses. There are many ways to ask a guest for this information. The best way for your hotel to make this request can be developed by the front desk team, but the important point is that the general manager should measure how successful the team has been at doing it. It’s also important the front desk team asks the guest if he or she wishes to “opt-in” for direct mailings from the hotel. If they “opt-out”, this must be noted in the database. What is a good target capture percentage for the front desk? Ninety percent would be good target, and at the end of the month this is an ideal night audit task, with the resulting report for the previous month in the GM’s inbox on the first of the month. This is an ideal place to offer an incentive for the front desk team. Second, the voice reservation team can touch an OTA booking after it has been made. OTA clients often call the hotel to confirm their bookings or to ask questions about the hotel, and if the voice team is using an

effective CRM, it makes it easy for the voice agent to ask the OTA guest for his or email address. The agent can also enter the information directly into the PMS. Of course, the ultimate goal is to add the customer’s contact information to the hotel’s database for direct marketing of specials and other hotel information. You can be sure the OTAs are using the information for exactly the same purpose. Disclaimer: Always remember to check with your regulatory body before making decisions about data storage and/or ownership.

By John Smallwood, CEO, Travel Outlook

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Call Dennis Clark now on +61 421 384 212 to discuss your requirements | www.hotelinteriors.com.au SPRING 2016

p profiles Heritage Hotels:

Heritage Hotels a growing force in the New Zealand industry GRAHAM YAN IS THE CEO OF HERITAGE AND CITYLIFE HOTELS IN NEW ZEALAND, A FRANCHISE OPERATION INCREASINGLY MAKING ITS PRESENCE FELT. AMG ASKED HIM A SERIES OF QUESTIONS ON HOW HIS COMPANY FITS INTO THE ACCOMMODATION SCENE HERE.

travellers who don’t want the regular cookie-cutter hotels.

Heritage Hotels have several brands under their umbrella. What are they and what is the criteria? Heritage Hotels – unique properties, which retain the architectural feel of the past, brought into the present. They offer comprehensive facilities eg: gyms, swimming pools, saunas, tennis courts and restaurants. They cater for families and corporates.

How important is franchising in the NZ hotel industry?

CityLife Hotels – located in the heart of the city in It is a significant part of the New Zealand Queen St Auckland and Lambton Quay Wellington – accommodation landscape. You have developers offering suite style accommodation. and new owners who don’t specialise in tourism or hospitality management, and so companies such Heritage Collection – discerning properties offering Heritage and CityLife Hotels as Heritage and CityLife Hotels can help fill in some superb service and facilities in unique and regional CEO, Graham Yan of those knowledge gaps and provide support to centres. They are handily located to many of the smaller or less experienced operators. Our Heritage fabulous New Zealand Cycle Trail rides available, or a Collection brand is targeted towards the smaller regional properties. walk that is part of the Great Walk network.

How big a player is Heritage Hotels in comparison to other accommodation franchise options? Heritage and CityLife Hotel operate 19 properties in 15 destinations. We are the largest New Zealand-based hotel company and we see that as one of our key strengths. Our head office is in Auckland, run by Kiwis who understand our culture and our way of life. Our ‘New Zealandness’ is the key to our success and why we appeal to domestic and international

What advantages does Heritage bring to a hotel? A strong brand with high levels of recognition; a sales and marketing team that covers all segments of the globe; networks into key decision makers and stakeholders within the tourism industry; centralised reservations office and head office support including expertise in finance and administration; IT infrastructure as well as owners reporting; body corporate expertise and a very loyal customer base.

Heritage Christchurch

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Heritage Collection – The Waterfront Suites, Paihia

What criteria would they have to meet? The minimum requirement is a Qualmark 4-star, but that is really the only criteria that can be listed. We focus on unique – every property is different and we’d have to assess through the onsite visit the suitability of any new property and which brand they would best fit. We are very selective and properties are invited into the Heritage Group if they meet our strict criteria and the owners have the same values, as well as commitment to our vision and mission.

As payment options for guests increase, is this something Heritage Hotels is adapting to? Indeed it is. We have to, we are an industry that is customer-centric and so we need to give the customers what they want. If that is to pay by waving their smart phone around, then we need to adapt to that. And so we are engaging with our payment suppliers to ensure as this technology becomes available and as it is expected from our guests, it has to be available for them.

How much time and resources does Heritage Hotels put into social media and website content? Is it the marketing focus or do you rely on organic growth? CityLife Auckland

What management assistance do they receive? Heritage Collection members are given a dedicated team, built to focus on the needs of our smaller properties in more regional parts of New Zealand. This includes operational support and advice, as well as sales and marketing. Assistance with crisis management and PR are other additional services provided. There is also access to contracted suppliers through Heritage and CityLife Hotels’ national purchasing office, and HR and finance support as required. We work closely with management and owners, ensuring systems are in place for guest feedback and staff development to ensure continual improvement in product and service. We have a detailed brand standard which all members must adhere to.

We have strategies in place to get ahead. We believe one of our strengths is our unique ‘New Zealandness’ and that our properties are each unique with excellent staff who share our company values. These key points will be the focus in telling that story across a series of different mediums for our marketing team. Social media is clearly one that allows high level of engagement and can be highly targeted, so it will play a key part in this strategy.

Any new properties/projects currently underway for Heritage Hotels? We’re always looking and always talking to interested parties, but nothing we can disclose at this point in time. We will be undertaking a complete rebuild of our website, which is similar to refurbishing a hotel! And we have plans in place to begin refurbishments of the CityLife Auckland and Wellington properties in the next 12 months. There is also planned work in the public areas of the Heritage Hotel Queenstown. By Brent Leslie, Industry Reporter

Does this mean losing most of their independence? Not at all. Property independence and what makes those properties unique is what Heritage is hoping to tap into. It goes back to the original point around the ‘New Zealandness’ of our group, and wanting our properties to all deliver exceptional ‘Kiwi hospitality’ in a genuine manner. We are there to help and support our properties achieve that goal and highlight their unique points of difference against all those other 28sq metre boxes that are in the market.

How would they go about joining Heritage? Make contact with myself or one of our team in Auckland and we can send out a prospectus for an owner to look over. If they like what we offer, we’d then come and do an onsite visit with some of my executive team and take it from there.

Heritage Collection – Portside Hotel, Gisborne

SPRING 2016

p profiles Case Study – Lake Resort Cromwell:

Lake Resort Cromwell, a unique Heritage property in tranquil Otago

BUILT OVER THE CALM WATERS OF A MANMADE COVE OFF LAKE DUNSTAN, HERITAGE COLLECTION’S NEWEST MEMBER BRINGS A BREATH OF OTAGO’S TRANQUILLITY AND BEAUTY TO THOSE WHO STAY THERE, WITH THE BRIGHT LIGHTS OF QUEENSTOWN A SCENIC DRIVE AWAY.

Private ownership

Lake Resort Cromwell is almost certainly unique in New Zealand – consisting of over the water two-storey villas, resembling quaint boat sheds. Guests can moor their boat below and go upstairs for a hot shower and a meal.

Initial design of the villas was done by Dave Robertson and Matt Gilligan and was drawn up by Invercargill architect, Nathan Shearing. They are configured to cater for a mix of rental streams. The ground floor and first floor units can be rented separately or the entire villa can be rented as a three-bedroom villa for larger groups.

This resort is the brainchild of David Robertson, a builder from Southland who made the move to Central Otago, and his business partner – Auckland accountant, Matt Gilligan. They have carried out other developments but this is their most ambitious. “They purchased the land back in 2007,” said the hotel’s owner Anthony Robertson, David’s son. “At that stage it was just a big paddock.” They had the cove dug about 50 metres off the main body of the water which was then breached to allow access to Lake Dunstan.

Stable water level “To a degree this development is modelled on waterfront properties in some parts of Australia. It was possible to build it here because Lake Dunstan is monitored by the power companies – the water level doesn’t go up and down very much – hence the reason why we could build over the top of the lake.” “I opened the first part of the accommodation at the end of 2008 with just four villas,” said Mr. Robertson. “It was the middle of the worldwide recession and pretty hard times back then. We’d planned to build 24 villas over a period of three years, but the economy slowed our planned pace of development right down.” “I started the accommodation side of the business on my own. I took four empty buildings, devised a company name, and began putting it all together as an accommodation business. We now have 14 villas, with another four to go up next year including a day-spa, and four more the year after that. We’ve pretty much sold out now, but it’s taken us eight years or so to achieve it.”

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“The villas are all privately owned. I manage them for the owners. We operate like a big hotel. There’s an on-site restaurant for guests and for owners who would prefer to have a night off cooking duties.” “About 95 percent of them are Kiwi owned. A lot of the owners have boats and they all enjoy the water.”

The restaurant is privately managed along with a conference and wedding venue that can seat 150. There is also a sunken cosy outdoor bar area with open fire place that is a favourite with the locals and guests alike. The complex also contains a ski hire shop, which hires snow gear during the winter. Future plans include a day-spa and a mini-golf course. Anthony Robertson says Lake Resort Cromwell has a great deal to offer guests. “It’s peaceful and relaxing because we’re out of town a little bit, with great access to the water, and the views are amazing. Cycle trails and world class wineries surround us, and Wanaka and Queenstown are only 40-45 minutes’ drive away. Our biggest market is still Kiwis, but we’re doing a lot more business now with wholesale groups as well.”

Heritage connection So why join up with Heritage? “We were approached by Heritage last year and we joined because it broadens our advertising range, gives us more exposure and provides the backing of a big group for support.” “I’d do it all again. It’s definitely been worthwhile. We’re the first mainstream franchise in this part of Otago and it’s been great, really great.” And what about the Lake Resort Cromwell venture as a whole? “There’s been a lot of hard yards. We’ve lived and breathed it for nearly 10 years, but it’s been very successful and it looks amazing now.” By Brent Leslie, Industry Reporter

A unique opportunity to join the Heritage Group. New Zealandâ&#x20AC;&#x2122;s largest locally owned hotel group.

DESTINATIONS

AROUND NZ

Start a conversation today with our management team. Graham Yan, Chief Executive: GrahamY@heritagehotels.co.nz Or visit www.heritagehotels.co.nz/JoinHeritage

HHM852 10/16

By joining Heritage & CityLife Hotels, you will improve your bottom line by accessing key hotel management disciplines, a buying collective that drives better deals, and a national sales and marketing team that is focused on optimum daily rate and occupancy.

p profiles Boulcott Suites - Wellington:

Major transformation at Boulcott Suites Wellington TO SAY THAT A TRANSFORMATION HAS TAKEN PLACE AT BOULCOTT SUITES WELLINGTON WOULD NOT BE AN UNDERSTATEMENT. THE OPENING OF A NEW EIGHT STOREY TOWER BLOCK IN APRIL HAS MADE A HUGE DIFFERENCE TO THE STANDARD AND GUEST CAPACITY OF THE HOTEL. Established in 2008 as an eight storey new-build by the Village Accommodation Group, Boulcott Suites is a stylishly built and furnished 5-star apartment hotel. It originally consisted of 54 one, two and four bedroom suites and townhouses with a bathroom for every bedroom. Located in central Wellington, it is within comfortable walking distance of all major city attractions – Te Papa, St James Theatre, Michael Fowler Centre, Convention Centre, Westpac Stadium, Parliament, the cable car, Victoria University and the bars and cafes of the immediate area and Courtenay Place. The hotel is one of the properties in the accommodation stable of Adam Cunningham, the national president of Hospitality New Zealand. His Village Accommodation Group has also developed and owns the Wellington city properties: Astelia Apartment Hotel, Willis Village Urban Garden Apartments, Aspect Apartments and Courtenay Village. In total it has more than 240 units spread across the five locations. The corporate accommodation customer has changed rapidly in recent years and offerings that supply options such as eat-in, cooking, and being self-sufficient have become the norm. Boulcott Suites North Tower complex is designed with this in mind. With its blend of spacious single-level suites as well as fully equipped executive townhouses, managing director, Adam Cunningham said the first version of Boulcott Suites was “ideal for guests looking for quality and space.”

Wider range needed Its popularity, along with the general shortage of quality accommodation in the Capital meant it was often booked out. But the Village Accommodation Group also found there was a need to widen the range of accommodation it had on offer – a wider range to include a ‘hotel-room’ studio and one-bedroom style to the one, two and four bedroom mix.

Boulcott Suites is now ideal for corporate guests looking for quality and space, but we can also offer great options for families, groups or individuals sharing an apartment – from a studio apartment to a four-bedroom, three bathroom townhouse over three levels with a private patio area.

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And so in 2013, planning began on a new, separate tower to include hotel-like studio and one bedroom accommodation also. Space was available on an adjacent site that was an unused block that Village Accommodation had bought several years previously. After 18 months, the tower was opened in April, doubling the size of the property by adding 62 new apartments and townhouses, plus a purpose-built conference and meeting centre, AREA. For those wishing to organise an event, meeting or conference in Wellington, AREA is a custom-built facility offering the latest technology, as well as excellent fittings and furnishings.

BOULCOTT SUITES architecture by

ARCHITECTURE + BIM

7 BOULCOTT STREET WELLINGTON

archausNewZealand

@archausNZ

archaus

w archaus.co.nz

p profiles Boulcott Suites - Wellington:

AREA was designed to be suitable for all types of events – from conferences, meetings, training, weddings or cocktail parties. Rooms have high ceilings, most with an abundance of natural light and the most contemporary of amenities such as unlimited wifi and a wide choice of catering options as well as state-of-the-art furniture. AREA has been an instant hit, with many of the Wellington government agencies using it for meeting spaces, while corporates also use it for events. Larger events have a longer lead time – so bookings into 2017 have been strong also.

Immediate success The North Tower was immediately popular and had near-full capacity from opening day. “We are very happy with the success to date,” Mr Cunningham said.

“Boulcott Suites is now ideal for corporate guests looking for quality and space, but we can also offer great options for families, groups or individuals sharing an apartment – from a studio apartment to a fourbedroom, three bathroom townhouse over three levels with a private patio area. “We were always confident of the success of this build, primarily based on the success of our other like properties such Astelia Apartment Hotel and Willis Urban Garden apartments. With secure undercover car parking, large well-appointed living areas, high speed wifi access, and a 5-star Qualmark rating, Boulcott Suites is a premier accommodation option in Wellington.

Challenging construction brief Construction of the Boulcott Conference Suites and Apartments was a challenge for Arrow International’s team, which has built four apartment buildings in as many years in the Wellington CBD, said Chris Goldsbury, Arrow’s Central Region director. “However, the high profile site also attracted some great comments as the scaffolding came down to expose an impressive façade of exposed precast concrete, zinc cladding, glass and cedar balconies,” he said. “The project’s success was helped by the support of a great team, starting with a client who had a clear vision of what they wanted and was determined to set a new standard of accommodation in Wellington. “The design team of Archaus Architects, Aurecon Structural Engineers and Harrison Grierson on building services met the challenging brief demanded by Boulcott Conference Suites, and then handed over to the Arrow team to deliver; which is exactly what we did.” “Arrow International is one of New Zealand’s leading construction companies with a focus on integrating building skills with active design

Proud to deliver Wellington’s best night’s sleep. Congratulations to all of our construction partners on another outstanding project.

Build for Success 22

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management, ownership of project drivers and respect for the client’s feasibility. Arrow completes more than $400 million worth of projects across New Zealand every year,” Mr Goldsbury said.

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“While our continental and self-cook breakfast packs allow guests to enjoy a relaxed breakfast in their spacious units, charge-back facilities at a number of local cafes, restaurants and bars complete the experience." "With a supermarket located just around the corner, there is also every opportunity for guests to cater for themselves in their own kitchen,” he said. Evening entertainment for guests was also considered an important factor. SKY TV 50+ was introduced at Boulcott Suites in 2013 to increase the range of services for those wanting quality viewing. “It is the best standard of television viewing available in New Zealand,” said Mr Cunningham. “Village Accommodation Group is always looking for new options. “We have a very specific formula and our next move will be into Auckland and Christchurch.”

Environmental focus There is a strong environmental focus at Boulcott Suites as The Village Accommodation Group wants to illustrate its focus on responsible tourism by showing its commitment to environmental and social sustainability, Mr Cunningham said. It retains a silver star Qualmark environmental rating.

Architecturally significant hospitality sector landmark

“The development comprises

“We’ve developed a high level of trust with Boulcott Village Properties, enabling us to successfully work together on several projects within the Boulcott Village Properties precinct,” said Mr Burns. “The latest Boulcott Suites was more enjoyable to work on as a result of this trust.”

The SKY Business crew extend best wishes to Adam Cunningham and his team at Boulcott Suites in Wellington. We continue to enjoy working alongside him to bring his discerning guests the best in TV entertainment.

Call us today on 0800 759 333 or visit guestselect.co.nz to find out how SKY Business can work for your property. O MM D

ION•I AT

“Boulcott Suites is crafted from high quality materials,” said Mr Burns. “The building is a mixture of pre-cast concrete panels, aluminium double glazed windows and zinc cladding with accents of cedar. It was designed to sit with dignity within the existing context of the Saint George Hotel and the Church of Saint Mary of the Angels.

“Archaus has extensive experience in the hospitality sector, including the recently completed serviced accommodation for Quest in Nelson and the Jucy Backpackers Hotel in Christchurch, with the prestigious Wellington Airport Hotel in the final design and documentation stage.

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ACCO Y•

Started in 1993 by current director Dennis Burns and Mike Cole, Archaus works nationwide from its Wellington base.

two ground floor retail spaces, laundry facilities, storage, offices and boutique selfcontained and serviced conference suites.

DUSTR N

Archaus architects, as architects and project managers, created the landmark Boulcott Suites development, working with its long term existing client, Boulcott Village Properties.

2016 MEMBER

SPRING 2016

p profiles Boulcott Suites - Wellington:

“To ensure that the natural beauty of this country is passed on to future generations we have an on-going committed action plan in place to improve our environmental performance and the environmental awareness of our staff, suppliers and customers alike. “Our action plan is constantly under development, we conduct regular meetings within our departments to discuss new initiatives and also to see ways we can improve current activities.” This action plan includes: •

Monthly monitoring of electricity and gas consumption. Targets have been set over a 12 month period to improve each of these by five percent to 10 percent.

•

After individual evaluation of our suppliers and products, we are looking to where possible only use suppliers and products which meet up to our environmental standards. For example we now only use environmentally friendly cleaning products.

•

Promote & encourage in house recycling by providing degradable bags for guests to separate there recyclable goods.

“We are constantly thinking of ways to develop our own eco policy, as we appreciate travel has an enormous impact on the environment. We hope that through the information and services we provide, we can in some small way help and minimise this. We are constantly looking for new ways to improve our contribution to the environment and welcome any feedback,” Mr Cunningham concluded. By Brent Leslie, Industry Reporter

Major furnishings, fittings and equipment fit-out This 62 studio and one bedroom apartment fit-out was well within the expertise of Admire Commercial, which has previously undertaken a broad spectrum of projects, from large top-end hotels to affordable tourist and student accommodation. The Admire team would like to congratulate all the partners involved in this project: Adam Cunningham Village Accommodation Group (operator); Rolle Property Management Ltd (developer’s agent); Archaus Architects (design); and Arrow International (construction).

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Admire started working on the Boulcott Suites fit-out alongside these four companies in 2015. Previously, Admire have carried out other major apartment and student accommodation projects, working for and with them and their clients in the Wellington region. Admire enjoyed working again with the whole team engaged on the Boulcott conference suites development – Adam Cunningham (Village Accommodation Group), Rolle Property Management, Arrow International and Archaus Architects, and looks forward to the next “fantastic” project.

profiles p supplier profile ADMIRE COMMERCIAL AND ADMIRE INTERIORS

Christchurch based Admire have been proudly delivering and manufacturing hotel Furniture, Fixtures and Equipment since 1986. Admire Commercial and Admire Interiors have been in business for over 30 years delivering functional interiors for Hospitality, Health Care, Commercial, Residential and Educational sectors throughout New Zealand and the Pacific Islands. Admire Commercial have experienced, consultants in both the North and South Islands who can advise clients on all current interior trends, innovations, technical enhancements and superior space utilisation. Working with them directly or alongside and with their appointed agents.

and supply a wide range of hard and soft furniture, fittings, fabrics, furnishings, beds, bedding, window dressings and accessories. As of late Admire Commercial have been active in Auckland, Wellington, Christchurch and Central Otago with furniture – furnishings and equipment fit outs for superior hotel, tertiary, budget tourist, institutional, hospitality accommodation, apartment and healthcare sectors. “We can provide full turnkey supply and management for a wide range of interior requirements under one roof.

“We work hard with all project stakeholders to produce superior design and supply solutions that exceed client expectations”

This saves our clients energy and money as they don’t have to deal with a multitude of suppliers for their projects.”

Admire Commercial can custom manufacture, source

Admire has its own highly mobile installation teams based in

Auckland and Christchurch, who service the national market and projects in the Pacific Islands.

however this team travel as far

Alongside their commercial sector Admire also has a residential division with its work primarily based in the Canterbury region

upon request to assist clients.

afield as Auckland, Queenstown and the South Island West Coast

visit www.admirecommercial. co.nz for more information.

We are a Christchurch based company that has been proudly manufacturing and delivering hotel Furniture, Fixtures and Equipment for hospitality, commercial and residential clients nationally since 1986. From residential housing to major commercial projects we offer full turn key services for design, supply and installation of: • Blinds • Curtains • Drapes and Sheers • Manual & Automated tracking systems • Rods & Holdbacks • Furnishings and Upholstery • Commercial Bedding • Custom design and full FFE fit outs • Linen and Blankets

• Carpet • Hard Flooring Systems • Wallpapers • Artwork • Office Furniture • Kitchen Packs • Appliances and Kitchenware • Joinery • Lamps & Giftware • Cushions & Accessories

www.admirecommercial.com T. (03) 3662-816 68 Durham St South, Christchurch

SPRING 2016

p profiles supplier profile QUEST APARTMENT HOTELS

Quest – Ascending to the next level The Quest Apartment Hotels NZ/Fiji Network held their annual conference in Auckland 13/14th October, the theme of the Conference was “Ascending to the next level”. Franchise Directors and key team members participated in various technical workshops, social networking events and received presentations from Rob Waddell the NZ Chef de Mission 2016 Olympic Games and Nick Tuffley Chief Economist ASB. At the awards dinner held at the NZ Maritime Museum the Supplier and Quest Franchisee of the Year, scholarship and industry learning achievement awards were presented. Quest has been operating in the New Zealand/Fiji environment for just over 16 years, and has established itself as the largest accommodation provider by number of locations, and with the recent opening of Quest Petone, continues to be the fastest growing Accommodation Provider in New Zealand, adding on average two new facilities per year over the past 10 years to the market. Stephen Mansfield – Group CEO confirms It has been a very big year for the network which included the 13th consecutive QTR of having 10% revenue growth over the previous year, despite the de-branding a number of operations over the past 5 years, the group through a combination of new facilities coming online, the refurbishing of existing operations and strengthening operational performance at the customer interface has achieved this growth network wide, including our regional centres. We are on track to exceed $60 Million network turnover for the financial year and with the opening of Quest Petone we have opened our 25th purpose built operation. We have also seen a total of $5million in franchisee to franchisee business resale/transactions, which all goes to reinforce the value of the Quest Business model. Stephen credits the success of the group to date, to the efforts and application of our franchisees, to ensure they focus on meeting and exceeding our customer’s expectations and the energising of the Quest Brand Standards. Quest believe one of their most powerful assets is their people employees who are engaged, connected and committed. To support the development of their network they have partnered with Service IQ to link their staff induction and training program with the National Qualifications Framework. Quest staff are now able to complete industry relevant training and gain nationally recognised qualifications through on the job training. There have now been 30 Quest staff that have completed the New Zealand Certificate in Accommodation and Quest have plans for a nationwide Qualifications Program rollout for 2017. Further to the National Certificate they also provide two Leadership Development Scholarships annual. Scholarship winners complete the National Diploma in Hospitality Management over the course of two years. Due to the high standard of applicants this year they have awarded four scholarships He was very pleased to see the level of investment made across the network in bringing younger team members to participate in the conference, and allow them to engage with the business of the overall network. Of course as part of our journey, we are supported by our various supplier arrangements, finalists for this year’s Supplier of the Year award were RMS Hotel

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PMS systems, EMP energy consultants and Astro Hotel guest amenity provider, with Astro taking out the award. Our finalists for the South Pacific 2016 Quest Franchisee of the year were Quest Highbrook, Quest Suva and Quest Atrium, each of these operations have demonstrated a consistently high level of operating performance and have gone that extra mile in investing and developing their team members in their capacity to energise and engage with the Quest business system, however the ultimate winner was Sean and Lena Chin from Quest Atrium – Wellington. In relation to the next phase of growth, Quest has confirmed that Quest Tauranga – Central is expected to commence operations in October 2017, and anticipates being able to make announcements very soon regarding 3-4 new operations due to come online in late 2017 or early 2018, these being predominantly in Auckland and Christchurch. Mansfield has confirmed that the Board has outlined a requirement for an additional 20 new locations over the next 5 years. A key challenge faced by Quest, as is any organization is how it copes with the increasing nature of the digitalization of the world, getting the balance right between Digital and Anologue, remembering at the end of the day it is still about people doing business with people, and don’t get spooked into just following your competitor or reacting to the latest consultant. It’s about coming up with an approach that allows for effective engagement between your key stakeholders in a matter that reflects the DNA of your particular organization and it’s overall mission. Stephen looks to other leading Business Brands outside of the Accommodation Sector for inspiration and credits Air New Zealand as one of those brands, pointing out that whilst the core of the Air New Zealand business is about providing a seat on a plane heading to a location to where the client wants to go, it’s how they present, conduct and perform as an organization that allows them to deliver sustainably high levels of outcomes to all stakeholders, and ultimately a superior customer experience. Stephen believes that a key Part of Ascending to the next level, means don’t forget the basics, just like another iconic New Zealand Brand – The All Blacks, will not get to the next level if they forget how to do the basics, kick, pass and catch the ball and tackle. Just get better at it, and part of key component of “Better” is “Consistency”.

NADI

APARTMENT HOTELS

SUVA

WHANGAREI

WHANGAREI AUCKLAND

TAURANGA

HAMILTON

AUCKLAND

TAURANGA

HAMILTON

ROTORUA

NEW PLYMOUTH

TAUPO

ROTORUA NAPIER

JUST OPENED

Petone - September 2016

PALMERSTON NORTH

NEW PLYMOUTH

TAUPO

NELSON

PALMERSTON NORTH NELSON

NAPIER

WELLINGTON

CHRISTCHURCH

DUNEDIN

CHRISTCHURCH

INVERCARGILL

DUNEDIN

OPENING SOON

Tauranga - November 2017

INVERCARGILL

WHEREVER BUSINESS TAKES YOU NEW ZEALAND AND FIJI

Weâ&#x20AC;&#x2122;re there - in over 150 locations across New Zealand, Fiji and Australia questapartments.co.nz or call 0800 944 400

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 trendRENDS IN ACCOMMODATION INDUSTRY PRODUCTS

T O H S ’ WHAT THE LATEST T

CHARGETIME ChargeTime advertises itself to the guest as a charger. With two USB ports highlighted on the front of the device, guests will immediately recognize the amenity before doing the familiar crawl under the nightstand in search of an outlet. It features high-current USB ports for tablets & fast charging, a security lanyard to secure the unit and prevent theft while still allowing movement. A simple sliding switch is located on the side to enable or disable the singleset alarm function. A display dimmer switch allows easy control of display brightness.

c Brantas International Technology Ltd p 09 9667 662 e sales@brantasinternational.com w www.brantasinternational.com

ASTIVITA YORK VANITY The Astivita York Vanity combines design excellence with quality components to achieve the perfect balance of form and function to reflect today’s focus on relaxation and comfort in the home. The Astivita York Vanity is now available in 2 on trend colours of Driftwood or Charred Oak as well as the standard white option. This vanity offers a modern look with a slimline vitreous china top and a Melamine Veneer cabinet. Available in 3 sizes 750mm, 900mm or 1200mm from $734

c Plumbing World p 0800 800 686 e marketing@plumbingworld.co.nz w www.plumbingworld.co.nz

TORPEDO DRAIN FOAM Introducing Torpedo Drain foam, a powerful formula which is a great inclusion in your daily hygiene maintenance routine. Too often harbourage within drains can be overlooked and can contribute to an unhygienic environment and attract flying insects such as fruit flies. Torpedo drain foam is an effective formula for use in drains and is bio-degradable too. The Torpedo ‘foam and forget’ formula is extremely popular with restaurants, cafés and hotels, RRP is just $25.00.

c Ecomist Systems Ltd p 0800 75 75 78 e info@ecomist.co.nz w www.ecomist.co.nz

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SATURN ZEN SMART SHELF Compatibility is essential for travellers in terms of charging. Acting as both a USB charger and a shelf, Schneider Electric’s Saturn Zen smart shelf reduces the need for an adaptor making it a perfect accessory for today’s accommodation industry. Designed to hold two smart phones or one tablet, the smart shelf keeps your devices out of the way when charging. Schneider has designed the charger using smart technology to deliver a 5 star energy rating for energy efficiency, and optimise charging. Placed beside the bed, USB charging outlets provide easy and convenient access to electronic devices, while they are charging.

c Schneider Electric p 0800 568 888 e ras.jayawickrama@schneider-electric.com w www.schneider-electric.co.nz

what's hot wh LG LED/LCD TV Give your guests more content to view than ever with the LG LED/LCD TV, with built in Netflix and YouTube. Also has Freeview Plus giving on demand access to TVNZ and TV3. And with no web browser to complicate use, also has Miracast to allow guests with android devices to display content on the screen wirelessly. Comes in 32, 43 and 49 inch. Call today to discuss pricing options.

c DTR Commercial p 0800 800 325 e richard.sextone@dtr.co.nz w www.leaseplus.co.nz

JVD SILENT MINIBARS The Thermo- absorption technology means it is completely silent preventing guest disturbance. It has a 40 litre capacity, with a solid or glass door with many sizes available. Some of the features include interior LED light, all round magnetic door insulation, has an adjustable shelf and is also lockable so that you do not have to remove contents for underage guests. The dimensions are H560/W402/D440mm. Only $306.50 + GST. Exclusive offer: Mention this ad to receive $20.00 off per minibar (Valid until 30th November 2016

c Astro p 0800 466 966 e sales@astro.net.nz w www.astro.net.nz

JVD HOTEL SPECIFIC IRON

2PLY PUREXCEL LUNCHEON AND DINNER NAPKINS PureXcel Napkins are one of the best Napkins in the market. The PureXcel range offers the best quality, affordable pricing and the best environmental accreditation. Pure range = sustainability. We have a range of coloured Napkins lunch and dinner, the napkins are 2 ply and the range will suit most taste in the restaurant business. The range permits customers to select the most appropriate type of Napkins to meet their every need. Please contact us to direct you to the nearest supplier near you.

c Premier Hygiene Ltd p 09 250 0084 e contact@phpnz.com w www.premierhygiene.co.nz

Auto Off Function Vivo II Dry/Steam Iron, 1600W – lower wattage than retail products yet it’s performance is not compromised giving huge annual power savings. Auto off function - after 30 seconds in horizontal, 8 minutes in vertical position, providing safety and prevents burn marks on carpet or ironing board. Includes a Ceramic sole-plate and replaceable parts (such as water caps) are available so that you do not have to replace the whole unit. 12 month warranty – (Retail product only has 3 mth commercial warranty). 3 metre power cord, with JVD 'smart-wrap' Velcro cord tidy. Only $47.90 + GST. Exclusive offer: Mention this ad to receive $5.00 off per iron (Valid until 30th November 2016)

c Astro p 0800 466 966 e sales@astro.net.nz w www.astro.net.nz

ENHANCE YOUR IMAGE WITH QUALITY CHEFWARE AND APRONS Quality garments direct from the wholesaler. Durable chef jackets and pants in a full range of sizes from 2XS to 4XL. Caress ® Spun Polyester aprons in standard or custom made sizes that not only look good but will keep their colour for longer. To find out more, call us today.

c Hospitality Textiles p 0800 467 839 e info@hospitalitytextiles.co.nz w www.hospitalitytextiles.co.nz

SPRING 2016

fb food & beverage Coffee:

Improve your coffee credentials MORE GUESTS THAN EVER ARE INTERESTED IN COFFEE SO IT IS NO LONGER ACCEPTABLE TO PROVIDE A GENERIC PORTION OF CHEAP INSTANT COFFEE AND A KETTLE. YOUR GUESTS DESERVE MORE! AND THEY DON’T JUST WANT TO TASTE; THEY WANT TO KNOW ALL ABOUT YOUR COFFEE OFFERINGS – WHERE THE BEAN WAS GROWN, THE PROCESSING METHOD AND IF IT WAS ETHICALLY PRODUCED. Small local cafes and roasters have popped up around the world, barista’ing is now considered an art form and the quality of coffee has sky-rocketed. Why? Because coffee tastes have refined, especially New Zealand coffee drinkers, and better coffee is what they demand. The world-wide coffee industry is mega: coffee is the world’s secondmost traded commodity after crude oil and one of the oldest, cultivated in over 70 countries across the world. In New Zealand, coffee is ingrained in our culture and whether you are a flat white, a long black, an espresso or even a mild mannered cappuccino person, accessing a good coffee is the nation’s quirk. New Zealanders might not yet be quite the equivalent of such coffee aficionados as the Italians or the French – but are now very close. It was indeed a shock to the global coffee chains that failed to take off in New Zealand because they didn’t understand the fully-formed coffee scene already in place, with very fussy customers – a nation of coffee snobs?

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Coffee drinking here is a diehard national habit with specialist coffee roasters running the length and breadth of the country, real estate values actually improve whenever hipster coffee enthusiasts move into an area. The proximity of hotels and accommodation to great café strips, world-class baristas and local award-winning roasters has proven to be a huge marketing point. The ability to access a good coffee wherever you are in a hotel is also a convenience taken for granted, even at the most budget chains. Guests possessing more refined coffee tastes, spoiled by that talented barista down the road, still enjoy the convenience of a quick, good quality coffee in their hotel room, business suite, reception area or conference room.

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fb food & beverage Coffee:

In-room quality

Appealing display

For as long as guests stumble out of bed and reach for their morning coffee, in-room coffee offerings will still be demanded, but in this coffee-obsessed culture, accommodations need to think about what they offer and how it is presented.

How coffee options are displayed in the room can make or break your guest’s overall first impression and ruin the experience, so think about your coffee display and make sure it looks appealing. Guests want convenience and ease-of-use when making themselves an espresso and a trend in the domestic market for capsule coffee highlights this. So when you decide what coffee experience to offer your guests, you should consider that a capsule machine is unique in its ability to use a variety of capsule coffee brands. A multi-capsule solution can satisfy a range of coffee drinking needs.

Thankfully, there has been an attempt to improve the quality of inroom coffee across hospitality, with boutique properties especially highlighting good quality, local, sustainable, ethical, organic roasts. For those accommodations that pride themselves on their good quality ‘free’ coffee amenities, they are acknowledging their appreciation of New Zealand’s coffee culture and how much it means to the nation.

For as long as guests stumble out of bed and reach for their morning coffee, in-room coffee offerings will still be demanded

Managers also recognise that guests demand the same amenities or better than what they have at home, with many guests already owning a coffee machine, so they expect one in their guestroom. It is essential to keep up with all current industry trends and in-room coffee machines are certainly right on trend. To provide great coffee or even a coffee machine, creates the opportunity for your guests to enjoy their favourite roast at any time of the day or night in the comfort of their room, or in other areas of a property – a seamless coffee drinker’s experience. You can use it to attract and move guests around your property and cement your philosophies by providing a brew that gets you noticed. Want more visitors to your in-house shop? Offer some free coffee and they will come running. Be knowledgeable about your product and most importantly, always try the coffee you offer.

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Giving guests great coffee options may also include a good quality plunger coffee – very simple to use option, and very cost effective. It also gives guests a more sensory and satisfying coffee experience: open the packet, smell the coffee, watch it brew and separate – then push the plunger down. But even as tastes change there will always be a call for hotels to stock a good quality instant coffee, because everyone is different, with very different needs, therefore when it comes to providing coffee options, consider the type of guests you cater for, what they expect from you and what coffee options are offered in, or near your property. The message is: there are plenty of great coffee options available on the market that will inspire and appeal to your guests, but emphasis must always be on offering a high quality product that is presented in the most appealing way. Coffee is a great way to schmooze your guests, to get them to return to their favourite accommodation. Guests want to be comforted, invigorated, and plain delighted by your coffee offerings, so give them what they want. By Mandy Clarke, Industry Reporter

food & beverage fb Complimentary Beverages:

Want to know what your guests value? KNOW THAT COMPLIMENTARY REFRESHMENTS ARE HIGH ON THE VALUED AMENITY LIST. GUESTS LOVE TO RECEIVE FREE FOOD AND BEVERAGES; THEY ARE A “MUST HAVE” AMENITY FOR GLOBAL TRAVELLERS, FOLLOWING CLOSELY BEHIND THE OBVIOUS NUMBER ONE FAVOURITE (FREE WIFI), ACCORDING TO A 2015 STUDY BY ONLINE ACCOMMODATION BOOKING SERVICE, HOTELS.COM. A guest’s first encounter with their accommodation may come at the end of a long and tiring day: it makes no difference whether their visit is for business or pleasure, they will always reach out to gulp down a complimentary beverage. Be forewarned, the beverages that you offer will set the tone for your guest’s whole experience, so why not raise the refreshment bar? This is something that you are in total control of, remembering that the standard and range of your free beverages may be the defining influence for guests to judge the standard and value of your whole establishment. Some accommodation managers might regard the provision of complimentary beverages as an unwanted cost – an insignificant amenity but this is very short-sighted. Guests see complimentary beverages as part of the basic and essential service offered by you, and so presenting the right beverage selection can be the best way to make them feel welcome and at home. Most guests now consider the offer of complimentary beverages in a guestroom as an essential service, and accommodations that recognise this may also provide a range of free refreshments throughout the property, not just in the guestroom. You will find free refreshments in the reception area and conference facilities of many properties, but what should you provide?

wide selection, there is really no excuse to be a tea bore. Tea drinkers have gradually become more quality conscious, but a rocketing growth in coffee appreciation has taken coffee consumption to another level and global hospitality has been tasked with competing against an army of artisanal, uber-talented local baristas. For many guests, a fresh, machine-brewed coffee is now the ‘norm’ but providing an in-room coffee appliance may not be suitable for all accommodations. Moreover, many guests are still happy to have an unfussy instant or plunger coffee at hand to drink the moment they wake up, so long as the taste is still pleasant. Children’s tastes are usually far less refined but the presentation of a good range of quality soft drink is still essential. Parents also want you to consider offering healthy options for their little ones and not saturate the minibar with sugary treats. One kind thought might be to make sure you have enough drinks for the whole family; prevent an argument by matching the number of soft drinks with the number of children staying in the room.

Portion control sachets To fit the bill, portion control cold drink sachets were developed specifically for the hotel/motel market and are an ideal option, also designed to cater to the large number of adults who don’t drink warm beverages but want an alternative to water. What about milk? It is not the easiest product to provide in sachet form, and the long-life or powdered variety does not appeal to everyone so, if possible, accommodation providers should offer a fresh milk option. Don’t forget to supply some delicious warm ‘hugs’ of hot chocolate and other night-time portion controlled drinks that offer warmth and relaxation to guests, helping them settle in for the night.

It’s all about… wait for it… ‘quality’. From whatever part of the globe your guests have travelled from, the offer of a disgusting, warm glass of tepid tap water will not go down well. So let’s talk tea. Tea is by far the most widely consumed beverage in the world, its consumption equalling all other manufactured drinks in the world – including coffee, chocolate, soft drinks and alcohol – combined.

Varied tastes and cultures Most accommodation providers in Australia and New Zealand are likely to be influenced by British heritage, where a lovely cup of hearty black tea with optional milk and sugar is always welcome. But in many cultures, tea means more. There are countless different styles and brewing methods, elaborate flavours, serving rituals and ceremonies. To fully meet the needs of your tea-drinking guests, provide them with a varied range for all tastes and cultures. A few generic breakfast tea bags will not always cut it. So think about offering a variety of good quality black and green teas, herbal varieties and maybe even some designer bags, to provide an interesting and diverse selection. With industry suppliers now able to offer such a SPRING 2016

fb food & beverage Complimentary Beverages:

The range of complimentary beverages that you choose are also an ideal opportunity to show off your brand, one of your business’s unique points of difference and highlight any great local products. Offering beverages that are ethically sourced and environmentally friendly is another a way to develop your brand, impress guests while improving your green credentials. If you understand the importance of supplying free, delicious beverages to your guests and recognise how much they enjoy receiving this amenity, you will understand the impact that this simple “gift” might have on your business. It may influence a guest’s decision to return to your establishment in the future.

Ethical option trends AMG asked Australian and New Zealand hospitality beverage supplier James Kennedy-Grant from Health Pak, for his opinion on current industry trends. “Apart from an increase in the overall variety of beverages,” he told us, “we have definitely seen a dramatic increase in demand for more ethically responsible options for teas and coffees.” He explained that in response to demand, Health Pak expanded its range of ethically sourced teas, specialty teas, instant and plunger coffees, drinking chocolate and sugar. He also noted that the types of properties requesting Fairtrade options are varied and range “from small boutique, family-owned properties to bigger players like the Alex Perry Hotels and Apartments, which recently chose to go completely Fairtrade for their in-room beverages”. Why does he think that the ethical choice is such a popular trend? “Apart from the obvious ethical reasons, the other real benefit for the property is positive guest response and feedback.”

In hospitality, there are many environmental and sustainable products, actions, statements, and accreditations that can be implemented and used by a property when it decides to ‘go green’. But Mr Kennedy-Grant suggested that the simple offering of ethically sourced beverages is a “really tangible and visual option that guests immediately relate to and appreciate.” He elaborated: “Guests these days need to be inspired. This can be very hard as brands become increasingly stale and globalised and guests more well-travelled; therefore, managers must ensure they choose something that will stand out from the crowd and be noticed, as opposed to simply blending into the background. We do this by producing locally designed and packaged products, but also through offering added value.” Any other tips? “As well as standing out," he said, "the quality of the product is paramount and must contain good quality ingredients. Managers should always check that the supplier knows the products, where the ingredients have been produced and sourced and most importantly, they must try the products for themselves.” He also suggested to managers: “Offer an excellent selection of beverages to cater for all tastes. Sometimes, think ‘outside the square’ and offer something a little different because this can have a big impact on customer experience. “An example of this is our orange drink sachets, which offer a cold drink option for the one-in-10 guests that don’t like hot drinks. This costs no more than a coffee sachet, but has much more impact because guests notice when you have given a little extra thought.” By Mandy Clarke, Industry Reporter

Complimentary Beverages:

Health Pak responds to consumer demand with ethically sourced beverages An industry-wide trend to become more Earth-friendly has seen many accommodation providers make ethical choices when purchasing products for their properties. Australian and New Zealand industry beverage supplier Health Pak has responded to this demand with their innovative new range. “One Fairtrade is so popular that in just four short years we’ve brought the Fairtrade message directly to over 2.7 million hotel guests. That’s 2.7 million beverages for which the farmer got paid a fair price, and the same 2.7 million beverages that left guests with a smile on their face, from these great tasting

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drinks. Feel good about having a fantastic cuppa while knowing the bloke that grew it gets paid a fair price for his hard work,” said Health Pak general manager, James Kennedy-Grant. Health Pak informed AMG that One Fairtrade was the first full range of PCU Fairtrade beverage sachets specifically designed for the hospitality market. The content is Fairtradecertified, packaged locally and comes with a handy display tray you can get free on loan. Mr Kennedy-Grant added: “A great display

can influence how your products are received. It is important for them to look their best. We offer free display options to our customers for this very reason; the more positive feedback a property receives, the more likely they are to keep using the products.”

technology t Using Wifi:

How hotels can utilise technology to attract millennials THE POPULARITY OF AIRBNB WITH MILLENNIALS HAS BEEN WELL-DOCUMENTED, CAUSING THE HOTEL INDUSTRY TO RETHINK HOW IT APPEALS TO THIS TRAVEL-LOVING GENERATION. Today, hotel brands are finding new ways to lure back this demographic, from focusing on localised design to providing unique, authentic experiences. In addition, a number of chains have started investing more heavily in technology and digital connectivity – desirable features intended to win the hearts of younger travellers. The following list represents five technological trends that hotels are embracing to cater to this tech-savvy generation.

1. Seamless wifi Offering free wifi is kind of expected these days but millennials don’t want to be restricted to only having access in their rooms. They want the ability to Skype family from the lobby, check emails by the pool, or share a picture of the amazing dish from your restaurant on their Instagram feed. In short, millennials expect to be able to access the net anywhere, anytime. So providing seamless connectivity instantly ticks a big box for this generation. And there’s another major advantage of providing wifi throughout your hotel: increased exposure through social sharing. While travelling, 75 percent of millennials publish social content at least once a day, so it makes sense to make it easy for them to share photos and posts when they’re relaxing and enjoying time around your property.

2. In-room integrations It’s second nature for millennials to take their own technology on holiday with them, so hotels need to make it easy for them to use their own devices at any point. The ability to connect smartphones and tablets to in-room technology is becoming a service that travellers increasingly expect to find. Bluetooth wireless sound systems are a particularly welcome perk, enabling guests to stream their own playlist while enjoying an enhanced audio experience. Users are also being given the ability to interface their devices with hotel smart TVs to order amenities and request guest services. And with advanced media hubs, personal smartphones and tablets can be hooked up to the big screen, enabling guests to surf the net, check emails, or stream their own video content while lounging in bed.

3. Ordering room service with smartphone apps While calling up for room service is by no means a big effort, hotel smartphone apps are providing a streamlined way for guests to communicate with the front desk. Several brands have invested in their own dedicated apps, including Ritz-Carlton. As well as offering mobile check-in/check-out, Ritz-Carlton’s enhanced app allows guests to request everything from fresh towels to a turndown service. According to a global report by Oracle Hospitality, being able to order room service in this way is something millennials are likely to appreciate. In a survey of over 9000 individuals within this demographic, only 12 percent said they’d requested room service via their smartphone. But significantly, when asked how technology could enhance their stay, room service came out as the number one request.

quick to offer similar flexibility. For many travellers, being welcomed by a member of staff at check-in will always be preferable to an automated service. But this is less true of millennials: 36 percent prefer automated kiosks minus staff interaction, compared to just 19 percent of older generations. When guests arrive at the Hyatt Union Square, New York, they’re given three different options to check-in: at the front desk, using a check-in kiosk, or via an iPad with Brendon Granger staff. This approach certainly has benefits, namely - choice. In order to appeal to all generations (and individual preferences) check-in kiosks may well end up becoming commonplace, but in a way that complements rather than replaces the traditional front desk.

5. Communal areas with tech When millennials check into a hotel, they don’t just want to spend time in their room. They also want communal spaces to relax, socialise and work in. Many forward-thinking hotels are now utilising technology to cater to this demand, designing lobbies and common areas that guests can happily spend several hours in. A case in point is Moxy, a brand launched by Marriott aimed primarily at millennial travellers. Their cosy, stripped back lobbies offer plug-ins for personal devices, “furiously fast” wifi, and something called ‘The Guestbook’, which allows guests to post images to Instagram in real time. It represents a model that many hotels may look to follow. In the past, guests might have left the hotel in favour of hanging out in the nearest coffee shop or co-working outlet. But through creating social spaces with technology at their heart, guests are far more likely to stay on-property when everything they need is close to hand.

In conclusion Technology is playing an increasingly central role in the travel experience, especially with millennials. Having sophisticated in-room entertainment, access to multiple power outlets and experiencing seamless digital connectivity; these are all becoming hardwired expectations of a tech-savvy generation. As such, hotels must continue to embrace technological innovation and consider it as something not optional but essential to the modern guest experience. By Brendon Granger, Director, Technology4Hotels

4. Automated check-in For some time now, airports have offered travellers the ability to bypass the booking desk for automated check-in. But hotels haven’t been so SPRING 2016

t technology Guest TV:

Guests demand a better-than-home TV experience

THERE HAS BEEN A MASSIVE TRANSFORMATION IN THE WORLD OF HOME ENTERTAINMENT DUE TO THE QUANTITY OF CONTENT ACCESSIBLE VIA THE INTERNET. Consumers now absorb an enormous amount of film and TV by downloading and streaming via handheld devices or their smart TVs. Affordable, and now commonplace, in many homes smart TVs offer internet-connected activities like apps, media streaming and games. This convergence of multimedia supply, means that many of your guests arrive with up-to-the-minute tech-xpectations. Guests want to customise their TV entertainment experience and access entertainment in new ways. They want to stream their own media, mirror content, play their own games, use social media apps and stay connected to their personal devices. They expect to be able to access a range of good quality movies and their favourite shows via a screen with high definition (HD) or even 3D capabilities. As the domestic TV market changes beyond recognition, the accommodation industry can only try to stay ahead of the game. If your in-room guest entertainment package isn’t currently up to scratch, you are not alone. A recent hotel management survey commissioned by Samsung Business revealed that “when it comes to hotel TVs, many are failing to provide the in-room entertainment experience that guests expect.” Out of a sample size of 200 hoteliers, more than one-in-five had not replaced guestroom TVs in over six years. Budget limitations can limit the technological innovations you can provide but this might not be optimal if guests have better televisions

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at home and arrive for their stay expecting to be wowed. The survey also revealed that “hoteliers do have plans for future upgrades” with plans for access to streaming video application, mobile device integration and ultra-high definition all priorities. The study stated: “36 percent of hoteliers also indicated they would make the resolution upgrade within three years.” So, what should you consider when you decide to revamp your guests’ in-room entertainment experience? Size does matter. A perfectly proportioned TV in the guest room is crucial to guest satisfaction and although size is partly dependent on the dimensions of the room and the distance from where the TV is positioned, there is a trend toward larger screens. Ensure quality. A top quality TV will provide excellent sound and picture quality, important when guests are sharing their own content. From your point of you, the less calls you receive about malfunctioning remote controls or glitch-y smart TVs, the better. For better or worse, guests might be judgemental about what brands they would personally choose for their own homes so it is always a good idea to shop around and think carefully before making purchases. Be industry specific. Ideally, technology that is designed for commercial, or hospitality, use is manufactured with industry needs in mind. Smart hospitality TVs not only provide privacy safeguards but can have many other useful abilities. For instance, they can collect industry information, room billing, flight information, branded user interface, room service ordering, personal video recording, ondemand content, etc.

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and content sharing between TVs and other smart devices. Guests and conference delegates want simple and secure connections not just for charging their devices but projecting their content to a big screen, whether for personal enjoyment or rehearsing business presentations. Business guests will love being able to connect to their in-room monitor while working, rather than having to hunch over a small laptop screen. Offer choice. Guests now rely on their hand-held devices and expect a wide choice of in-room entertainment viewing options. If you can offer an HD screen, support streaming applications and allow them to utilise their own content, you are certainly on the right track. Embrace a progressive attitude, particularly if you want to appeal to millennials and the even younger iGen (Generation Z) market. Move towards mobility. BYOD allows guests to bring a device into the hotel, access hotel content and view their own content via an in-room TV. Companies like Netflix provide media and entertainment options that guests can assess for a private fee but there is also free content anyone can access online via Catch Up TV. Easy connectivity. Do you have HDMI cables you could lend to guests? The growth of the ‘second screen’, or built-in screen sharing systems, has increased demand for easy and user-friendly mirroring

Compatibility. Confirm that your TV package is compatible with all your property’s protocols and that there is a fully automated time saving process to control each TV. Offer a bespoke entertainment package. Impress your guests by offering high quality, flexible in-room entertainment, that goes a little beyond the bare minimum free-to-air TV, whether it’s with a cable package or streaming-based service (or both). Not every accommodation provider can offer the highest tech entertainment options available but it is important to keep an eye on hotel entertainment trends. Do whatever you can to help your establishment rise above the competition; in-room entertainment is just one way to help make this happen, after all. Improving guest experiences will always help you to succeed in your market. By Mandy Clarke, Industry Reporter

dtr commercial providing solutions for your business lease or own with dtr commercial Get the latest LG TVs with FreeviewPlus and TV Streaming, giving your guests access to content from Netflix and YouTube. Dtr commercial offers ownership and lease options, allowing you to fit out your facilities on easy monthly payments. Get in touch today to discuss how we can help you, simply call on 0800 800 325!

0800 800 325 www.leaseplus.co.nz SPRING 2016

r refurbishment Case Study – Chateau Marlborough:

Expansion of luxurious Chateau Marlborough now complete A MULTI-MILLION DOLLAR EXPANSION OF THE LUXURIOUS BLENHEIM HOTEL, CHATEAU MARLBOROUGH, HAS JUST BEEN COMPLETED AND IS ALREADY BRINGING INCREASED TOURISM TO THE REGION. By the end of September a new restaurant-bar had been opened and by mid-October, 36 additional rooms had been added to the complex in a new three-storey wing built on the southern half of the hotel in the form of double and single suites. This took the number of bedrooms from 45 to 80. The poolside and new bar landscaping has been extensively increased to incorporate larger outdoor dining and leisure areas, and the entire property been landscaped. Two full-time and 10 part-time jobs have been created by the development in the front office, food and beverage, and housekeeping areas. A mix of local people and those from other areas, the redevelopment has helped to bring much-needed employment to the regional town. Chateau Marlborough general manager Lynley McKinnon said the redevelopment had all gone “very smoothly. “The new bar and dining facilities are fabulous and the rooms are such a good addition to the Chateau and for Marlborough. We’ve taken the opportunity to add an

extra touch of luxury by installing Sleepyhead elegance-plus beds in all the bedrooms after receiving very positive feedback from other hotels where their guests had commented on them favourably.”

Rare 5-star luxury Built in the 1980s, Chateau Marlborough is one of only 10 five-star hotels in New Zealand and over the years has attracted the business of several high profile guests, drawn to stay by its luxury standards of accommodation, facilities and services. Its expansion has been driven by a growing demand for accommodation in Marlborough because of the rising popularity of the Blenheim area for its high sunshine hours, vineyards, and excellent selection of cafes, restaurants, bars, shops, artisan food outlets, and biking and walking trails, while the impressive Marlborough Sounds and whale watching at Kaikoura are not far away, on excellent, uncongested roads. An increasingly significant new international drawcard is the Omaka Aviation Heritage Centre, a display of Sir Peter Jackson’s rare collection of World War One aircraft and memorabilia, with a stunning World War Two exhibit. “It is one of the main attractions that guests staying with us, visit,” Ms McKinnon said.

A great night’s sleep at the Chateau Managing director Brent Marshall and general manager Lynley McKinnon at Chateau Marlborough, worked closely with Sleepyhead commercial manager, Damien Hegarty, to ensure they could provide their guests with a great night’s sleep. They carefully considered several options before deciding on the model they believe offered the best in comfort and support. The process took several months as Brent believed selecting the right bed was the most important thing to do in the room.

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All foams used in the bed were DreamFoam, made using an environmentally friendly, carbon neutral process. They are also Ultra Fresh treated to ensure a healthier sleeping surface.

The bed chosen was from Sleepyhead’s Elegance range, featuring the Bio X Cell heat tempered, individually pocketed spring system, with generous comfort layers and a plush pillow top.

In keeping with modern bedding trends, the bases are upholstered in designer upholstery fabric, which co-ordinates with other room furnishing, and carpets. With the conclusion of the project, Brent and Lynley are able to welcome guests to their fantastic new complex and assure them of a restful night’s sleep.

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Timely completion Lynley McKinnon said the new space had been very much needed. “The demand was high last summer season with pressure for bookings here sometimes outstripping supply. This high season, we’ll be able to take on new group corporate and FIT business which we’ve had to limit in the past. We’ve received a very positive reaction from industry famils. All our markets are very happy to have this new inventory available in Marlborough.” The expansion comes just in time to help the area to cater for the visit of the British and Irish Lions rugby tour next year. “We certainly already have bookings in place for this and expect more to come in over the next few months.” Although the real test will be the low season, Lynley McKinnon is confident the expenditure will be justified over a full calendar year. “Definitely. Forward bookings are looking very good and all our markets are showing growth for the coming year.” Destination Marlborough general manager Tracy Johnston says with the expansion, the combined number of rooms at Chateau Marlborough and Scenic Hotel Marlborough is now 134 bedrooms, which positions the region well to serve the lucrative business events market that will drive business growth in the shoulder and winter months.

“The Marlborough District Council has recognised the value of the business events industry by committing additional funds to establish a dedicated full time business development manager to market and attract business events to Marlborough. Regional tourism organisation Destination Marlborough operates the new entity, Business Events Marlborough. “Marlborough’s capability to deliver a quality conference and incentive offering has significantly increased with the Chateau Hotel expansion, the opening of the 700 seat ASB Theatre adjacent to the Marlborough Convention Centre, and the new exhibition at Omaka Aviation Heritage Centre providing a unique offsite dining space,” Mrs Johnson said. The hotel has had four owners over the years but has always been called Chateau Marlborough. Today, the hotel is owned by a private New Zealand owned investment company. The original 30 rooms were constructed in two stages by two previous owners, and have been refurbished this year. In 2008, 15 luxury suites and apartments were added, along with a restaurant and conference centre. By Brent Leslie, Industry Reporter

supplier profile D.A. LEWIS FURNITURE

Commercial furniture for accommodation providers DA Lewis supplies furniture to hotels, motels, hostels and resorts. We work with your team to provide a full furniture fit out for your property, or supply individual items like Sofas, Tables, Chairs, Occasional and Bedroom Furniture. DA Lewis hospitality furniture range is as tough and durable as it is elegant and luxurious. We manufacture to the highest standards, using quality materials with most of our commercial furniture being made in our Christchurch Factory. We also search the globe for the latest international trends, and import product from the leading international furniture designers & manufacturers. Whether traditional elegance or contemporary modern – we create & deliver the look for your brand. At the Chateau Marlborough we were proud to manufacture, and supply, quality Restaurant and Hospitality furniture, Sofas, Bedsides, Desk and Lounge Chairs for their accommodation rooms. We would also like to congratulate Lynley & Brent on what they have achieved – it has been a huge undertaking and the result is absolutely outstanding. For more information on our furniture range for hotels and motels, or to make an appointment to view furniture for your business, please call Mark Lewis or Brent Lewis on 03 348-0815 or email mark.lewis@dalewis.co.nz or brent.lewis@dalewis.co.nz SPRING 2016

r refurbishment Industry Viewpoint:

Advanced modular construction methods bring new solutions to accommodation industry

Above and Below – Rotorua Thermal Holiday Park

MODULAR CONSTRUCTION HAS BEEN AROUND FOR SOME TIME NOW, ALL OVER THE WORLD, BUT IT IS DOUBTFUL THAT THE ACCOMMODATION INDUSTRY HERE IS YET TO FULLY APPRECIATE THE BENEFITS OR HAS FULLY EXPLORED THE OPPORTUNITIES THAT IT HAS TO OFFER. In an industry struggling to handle the rapid increase in tourist numbers, modular’s benefits of speed, flexibility and lack of on-site disruption might not take the place of a high-rise hotel, but they do have advantages in many cases. And modern construction methods mean modular can equate with a very good level of comfort. In fact, some see modular and prefab technology as the future of multiunit construction. This technology provides a real solution to the problems of low productivity and high costs currently facing the building industry.

Lean manufacturing Modular construction is an offsite building method that uses lean manufacturing techniques in a controlled environment to prefabricate single or multi story constructions. These are to be delivered to a site in sections with a fully fitted finish. They can be stand-alone sites or an addition to an existing building and can be intended to remain in place for the duration of their useful life, or moved to a new site if that will suit their future purpose better. In New Zealand, these constructions have so far been used primarily in educational facilities, student housing, office and retail spaces, and can be an ideal, speedy solution to in such situations. But they have also been used in some sectors of the hospitality industry. For instance, at Rotorua Thermal Holiday Park, where new, modern accommodation buildings were required but there was some doubt that they could remain there permanently, modular provided the perfect

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solution this year. Due to the park being a leasehold, all new buildings needed to be relocatable as the park could eventually revert back to reserve status, requiring all buildings to be removed. This way, the buildings can be more easily sold and taken off-site.

Indust A New Zealand company that has seen the opportunities in the sector is Myhut.nz, founded in 2016 by architect Steven Chambers specifically for holiday parks wanting a unique guest accommodation experience. Mr Chambers’ experience spans more than 25 years of designing for and advising the tourism/hospitality sector. “MyHut.nz is our response to providing more responsible accommodation environments, based on our philosophy of utilising only what we need at the time,” he said. “The aim is always to utilise architectural creativity and design using the minimum of materials which have been responsibly sourced and manufactured.” “Modular buildings in the past have been pigeonholed as being purely pragmatic, temporary and generally lacking in any sense of beauty or style. That has all changed,” he said.

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“Never before has such a wide range of materials and forms been used. This now means that they can fit appropriately into any context and location, be it riverside, mountainside or urban. The architecture and design is now of an extremely high level and the future of creative modular is such that you may be unable to tell if they are modular or not,” said Mr Chambers.

Numerous advantages Modular construction has a whole range of advantages over traditional construction methods. These include; • Speed: The building is constructed off-site which allows for the entire site work to occur at the same time. A unique feature to this construction method is the ability to simultaneously construct a building’s floors, walls, ceilings, rafters, and roof. The build process becomes non sequential in the sense that while foundations are being undertaken on site, the building is concurrently being constructed in a factory. Consequently there is a much shorter total build time, as much as half the time of a traditional build. • Cost: With a shorter time on site and less labour required, huge savings can be made, and even more if the manufacturer includes design and engineering. • Sustainability: A modular construction produces much less waste - according to the UK group WRAP, there is up to a 90 percent reduction in materials. There is less site damage and less impact on the local environment. Some companies are pioneering sustainable construction, utilising lighter, less carbon intensive materials, which allow for enhanced recyclability of components and reduced wastage.

modular building can literally appear overnight with limited disruption to the day to day running of a business. Building site health and safety is therefore easier to manage due to the limited timeframes of exposure of risk to public and clients.

Some limitations Of course, modular construction will not be appropriate in all situations. Generally it does not lend itself well to open plan environments. The system is structurally not really suited to this type of space, due to the compartmentalised nature of its production. However, there are some systems that can connect together giving the open space in multiple directions. Creative design has been limited in the past. Traditional container type modular buildings have offered limited layouts and floor plans but new construction methods are much more adaptable. Permanent modular buildings are built to meet or exceed the same building codes and standards as site-built structures and meet the same legal/ industry requirements, however during installation there is a different level of logistic coordination with councils than might occur than on a conventional site. For example, there is a need to ensure that there is appropriate road access for the transportation of oversized loads.

Opportunity knocks There is a huge opportunity here for the accommodation sector to embrace modular construction; it is perfectly suited to these types of projects. Modular construction, which is manufactured in a highly controlled factory environment, should mean you get a much better quality end product with limited defects.

• Quality: The consistency of the quality of the end product is also a huge advantage. The quality control starts on the factory floor and does not end until the unit has been completed on-site. Every building is inspected on the shop floor, ensuring any minor issues are ironed out during the manufacturing process.

Projects can be built up to 50 percent faster than with conventional methods, meaning there are opportunities to be explored and embraced; particularly where new buildings are located within either emerging or established travel destinations. This offers members of the accommodation industry who embrace this model, the possibility of quickly seizing a market share in up and coming travel destinations.

• Less disruption: A true ‘pop up’ in every sense of the word,

By Brent Leslie, Industry Reporter SPRING 2016

r refurbishment supplier profile MYHUT

The perfect fit: buildings that belong...

Having worked closely with accommodation providers over the last decade, we’ve seen the same thing over and over: buildings that don’t fit into their environment. The saying ‘a fish out of water’ often applies here, as operators tend to focus on the buildings functionality without great thought on how it fits into the environment it serves. Here at MyHut, we believe context with the environment is one of the most critical elements to consider. This is referred to as ‘reflecting a sense of place or location’. It is not just your building or site, it is the location, the neighbourhood and natural environment that surrounds it and the history of the landscape being built upon. Our solutions are in response to that context – local and regional characteristics of landscape, climate, history, cultural heritage, and contemporary life. Celebrating the unique character of each place, we design and create buildings that belong. There are no cookie cutter solutions for MyHut when it comes to accommodation units for any site. Hence, we have designed a range of accommodation modules that are adaptable, have a variety of materials and options that compliment and add to their ability to fit into the environment. Their designs are unique, and cannot be defined by time and place. Our expert in-house architect appraises your site and assists in determining the essence of your location. Once established, then we work with you to select the best MyHut design to integrate into your landscape, reflecting all that your location and brand offers. For example, an alpine environment may conjure up raw, earth tones, heavy structures, and steep roofs. A beachside environment; light structures, steel, vibrant colours or a Riverside/ lakeside environment; earthy and natural materials. We guide you through selecting the right solution for the right location. Years of experience tells us that the type of materials used influence responses from us. We all have a wealth of experience with different materials, their touch, smell, texture, memories etc which we often unknowingly attach these to our experience of a building or place. Once understood, you can harness this to create the type of experiences that you want for your patrons. After all, it is not always just about a bed

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for the night; more often it is about creating great experiences and lasting memories. Equally, the sustainability of MyHuts is a guiding principle of our work. We believe we have a responsibility to respond to the issues of energy conservation, ecology, and of renewable materials. We are committed to using those resources efficiently as we advance your goals. MyHut’s aim is to preserve and harness these resources, and try to construct the most functionality with the least materials and space. The modular nature of MyHut mean that they are built in our factory, thus minimizing waste, reducing site disturbance and environmental noise. We provide elegant solutions that reflect the big picture in the small details. To learn more visit our website www.myhut.nz, or call us to explore small spaces doing big things.

Fit in to your landscape... MyHuts have been created to fit into New Zealandâ&#x20AC;&#x2122;s stunning environments. With designs that reflect our mountain ranges, coastal regions and urban environments, you donâ&#x20AC;&#x2122;t have to look far for that unique small space that is big on character.

Call us for an obligation free discussion and quote or visit myhut.nz to get the full picture... Unit 10, 47 Waihi Road, Judea, PO Box 15148, Tauranga 3110 Tauranga, New Zealand, info@myhut.nz, www.myhut.nz

Steven Chambers

Mike Dunn

027 445 4733

027 518 4055

Architect | Director

Marketing Manager

r refurbishment Tapware:

Modern tapware brings huge advantages in retaining guest satisfaction FINDING A FACTOR THAT PUTS YOU AHEAD OF THE COMPETITION IS VERY HANDY TO HAVE IN THE ACCOMMODATION INDUSTRY, AND AT THE VERY LEAST YOU WILL NOT WANT TO COMPARE BADLY. If there is anywhere in your establishment that is likely to deter guests from staying with your again, it is very likely to be the bathroom – or in the case of a motel, the kitchen. Mould, leaky fittings and old, worn and hard to operate tapware can be the bane of a guest’s life. Everyone is at least familiar with how their taps operate at home, even if they are not exactly new. It can take a while to gain a similar relationship with what they find in paid accommodation, especially when they are quickly moving on from one place to another. Traditionally in New Zealand or Australia, the bar might not have been set very high in the first place. Too often in the option of many, low cost was the key factor. On the other hand, shiny new taps, mixers, faucets and showerheads that are a dream to use and have an air of quality about them can quickly give a guest a very favourable impression. Tapware is highly likely to have a hard life ahead of it. Manufacturers may have spent decades building their reputation for quality and will have produced their company’s products with the intention of preserving their good name in mind. With tapware, as with most things, it pays to buy quality. If you’ve spent good money on these fittings, you will want them to look good and work well for as long as possible.

Bathroom fittings Nowhere is good tapware more important than the bathroom. There is little more annoying in life than standing naked in the shower box, trying to adjust the temperature to one that isn’t likely to have them yelping from a blast of cold water, or even more annoying, one that is too hot. Closely aligned to that is a showerhead that is too high for smaller people, and there is no way of adjusting it. If the showerhead is moveable, they can still be difficult to remove or replace in their holder, too heavy to hold or some other factor that will compare badly with what they have at home. Guest bathrooms are a place of intimacy and vulnerability. In a place they are not familiar with, it is well worth making sure that the fittings they are using not only look good but are as easy as possible to use. Ensuring that

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it is simple to tell what is hot from what is cold would be a very good first start. Kitchen taps are in a different category where there is less need for glamour but guests will accept hardware that is smart and reliable, easy to turn on and off and with no annoying drips. And if mixers are involved, they will also expect a simple and quick solution to their quest for the temperature they want and the volume it arrives at. Increasingly these days, ‘green’ factors are in the minds of business owners and consequently those who design and construct their buildings. Owners and managers of hotels, motels, home-stays, holiday parks and backpackers are among those who have the most to gain by installing the most water-efficient equipment. Saving on the use of hot water in particular can make a big difference to an accommodation provider’s bottom line – and possibly success or failure. Gleaming modern tapware, shower doors and other essentials can make a big difference to what guests feel about their accommodation. The bathroom is a place where even a modest increase in the amount of money spent can pay off several fold, giving a feel of luxury to what might otherwise be fairly ordinary premises. And who knows what quality guests might have seen elsewhere? Every part of a hotel or motel room and the amenities in it can affect guests’ psychology and their degree of satisfaction or dissatisfaction with their stay. When deciding on plans for a new or refurbished bathroom, the aim should be to convert it into a place which is warm and clean, as well as being well-equipped with all basic amenities. Accessories that are modern and efficient will help keep the guests content. And if those accessories should have a touch of glamour, they are really likely to catch the attention and lure customers back again.

Access to the best New Zealand hotels and motels have bathrooms as good as almost any establishment in the world and we are fortunate to have several local companies able to provide tapware that is up with the very best in international standards. One of the best known is Methven, respected in New Zealand and internationally for the high quality innovative, stylish tapware products it produces. Plumbing World is another local company that sets out to ensure New Zealanders have access to the very best tapware in the world.

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Even the smallest rooms call for style and luxury

Established in 1964, it now has 45 branch networks from Kerikeri to Invercargill. “We stock many well-known tapware brands, manufactured both in New Zealand and overseas such as Methven, Felton, Toto and Paini,” said marketing co-ordinator Dianne Wilde. “The internationally acclaimed Toto range of bathroomware is also a big one for us. Their tapware and vitreous china products are featured at the very best in accommodation around the world and really are second to none, exceeding all Australasian standards, all at a very reasonable price.” Ms Wilde says Plumbing World is well versed in international trends both in design and overall water conservation. “With water usage increasingly monitored, good WELS rated tapware, water-flow limiters, and a focus on grey water recycling will undoubtedly be a focus for everyone in accommodation in any future residential and commercial development projects.” By Brent Leslie, Industry Reporter

In 2013, Toto commissioned world renowned architect and designer Francesco Lucchese to design a completely new bathroom collection of products including vitreous china toilets, basins, tapware and accessories. This is a collection of products that incorporates appealing shapes, comfortable materials and intuitive products, creating a cosy atmosphere that suggests a visual warmth for your bathroom. This range is already turning heads across the world amongst architects and designers, and Plumbing World is proud to bring Toto Le Muse exclusively to the New Zealand market. Toto Le Muse Std and Extended Basin Mixer • Solid Brass construction • Chrome plated • Mains pressure only • Italian design • Five-year parts and labour warranty

Plumbing World has the knowledge and product range to assist with all of your plumbing refurbishments. With a dedicated and well connected commercial division our team provide qualified advice and competitive pricing. From specification, procurement, installation, and after sales service. We’re with our clients all the way! Being the only 100% NZ owned National Plumbing Merchant, a co-operative, we can link you up to the best plumbers, gas fitters and drainlayers in the industry.

Branches Nationwide. Freephone 0800 800 686. plumbingworld.co.nz Kieran Read, Plumbing World Brand Ambassador

SPRING 2016

gf guest facilities Case Study – All Seasons Holiday Park, Rotorua:

Year around swimming a big bonus for All Seasons Holiday Park, Rotorua FOR THE VAST MAJORITY OF PEOPLE ON HOLIDAY, THE OPPORTUNITY TO SWIM IN AND RELAX BY A WELL-MAINTAINED SWIMMING POOL IS A MAJOR PART OF THE ATTRACTION OF WHERE THEY ARE STAYING. The problem in the New Zealand climate is that even when the pool is heated, cold winds and rain make the swimming less attractive and the relaxation part, impossible. What a difference it would make if that pool could be enclosed in a weather-proof bubble. Five years ago, this was the situation faced by the managers of All Seasons Holiday Park in Rotorua. The park is owned by Sue and Barrie Price, from Thames, who have owned it since the early 1990s. They leased it out until around 2004/5 when they decided to cease the leasing business approach after the park was poorly maintained and deteriorated to a very poor state with both facilities and reputation. The rejuvenation of both began after managers were appointed to carry out the day-to-day running. Slowly but surely the park began to show signs of turning around. Kevin and Tracie Thornborough took on the full-time managers’ role in June 2008 after doing relief managing for approximately eight months – Kevin from a trade background, and Tracie from retail.

Several advantages The park already had a great deal going for it as a place for a holiday. Only eight minutes from town, close to Lake Rotorua but without the sulphur smells, All Seasons Holiday Park was an ideal accommodation base for visits to Rotorua’s many cultural, thermal and adventure attractions. It is the closest accommodation provider to the Rotorua International Airport and is often used for first and last night stays for visitors arriving and departing from the airport. The Qualmark 4-star Rotorua holiday park offers a choice of quality selfcatering accommodation to suit all budgets and needs, including paraplegic facilities. Located in three hectares of peaceful land, it has 12 self-contained units, four cabins (which use communal facilities) three caravans, a 50bed lodge, 82 powered sites and 22 unpowered sites. There are plans to add three more family units in time for Christmas. The park’s affordable accommodation options and camping sites make it ideal for couples, families, backpackers, groups and campervans. For children, a major drawcard is that All Seasons Holiday Park even has its own dinosaurs. Rotorua, with its geysers and steam pools, is somewhat reminiscent of a time long ago when dinosaurs roamed the earth, and the park has 18 life sized examples scattered around the grounds. Made from steel box section, rebar, mesh and mortar, they were originally made for a

thermal area in Taupo in the early 1990s but after passing through other hands, became available for purchase. “We put our hand up for them knowing they would be a point of difference and provide a theme for us to run with,” Mr Thornborough said.

Multiple pool problems But a few years ago, the park owners had a problem. Turnover had ‘plateaued’ and the pool needed considerable repair work to bring it back to an acceptable standard. One problem was that it had been constructed more than 30 years previously and the wooden deck around it was falling apart. “The pool was heated seasonally by a not very efficient diesel boiler which struggled to get the pool temp to 30oC on a fine day,” said Mr Thornborough. “We estimated that the average cost for running this was $80-100 per day, so we had to be very careful when picking our running times. We always closed it from after Easter until Labour Weekend as it was just too expensive to operate in the winter months. “Rotorua is full of motels, hotels, B&B’s, backpackers, eight holiday parks, as well as other types of accommodation options, so we needed something to help us stand out from the rest.” The owners decided to take the opportunity to create something unique which would help attract guests to the struggling park. “We were at a home show in Auckland, looking for heating options for the pool, when we came across the telescopic pool exhibit of South Pacific Pool Enclosures, which imports these from a Czech Republic company,” said Mrs Price. “We were intrigued by what we saw and thought about the potential such a moveable pool enclosure could bring to All Seasons Holiday Park.” “The company has a number of different sizes and designs to choose from to fit individual requirements. The cost was substantial so we gave it a great deal of consideration before ordering one,” she said.

Innovative movability “The main reason for choosing this type of enclosure over structures made by other companies was because it was innovative – it could remain closed in poor weather but easily opened when suitable,” said Mr Thornborough. “The owners decided to go ahead with the project and chose the product they considered would best suit our park. We completely stripped the whole area, leaving just the concrete block pool, and started again,” he said. “The structures are designed and made in the Czech Republic to suit the customers’ requirements, dismantled, put in a container and delivered to the

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guest facilities gf

site. In New Zealand, the agents here – South Pacific Pool Enclosures – then re-assemble it. We found they were fantastic people to work with. At the time ours was the 18th installation and the second biggest one they had done in New Zealand. “The whole new deck was built by John Stevens Builders of Rotorua. We installed a self-dosing chemical system designed, installed and serviced by Select Chemicals in Hamilton, which works fantastically well. “With our indoor heated pool and spa complex, we can now provide our guests with all year around swimming. The pool is heated to around 33oC and is the perfect place to relax and unwind, whether you are swimming or just wanting to enjoy the warmth to read a book,” Mr Thornborough said. “We keep the spa at a cosy 39oC. “We are the only holiday park in New Zealand that can offer all this. Some park pools are permanently covered, but as ours is basically a huge greenhouse that gets unbelievably hot inside, so we have to open it up. “It’s constructed of seven segments which tuck into each other. We can open as many or as few as we wish. The canopy stays closed in winter, we open one segment in the shoulder months, and up to three in the heat of the summer. Leaving some segments in place offers valuable UV protection to our swimmers.

Amazing pool outcome Roland and Wendy Paulik of South Pacific Pool Enclosures were proud to be part of the successful pool complex refurbishment at All Seasons Holiday Park.

“The new heat pump we now have heating the pool is considerably cheaper to run at an average of just under $30.00 per day helped immensely by the fact that the pool is enclosed. “Since installing the enclosure in 2012, our turnover has increased every year – and continues to do so. We have considerably more return customers and regulars who just love the pool now that they can swim all year around. It has made a noticeable impact also in the winter months where turnover was traditionally poor. Our occupancy has certainly risen during those tougher months,” he said. “Last year after discovering the blockwork of the pool was leaking water, we contracted Elliott Pool Construction, based in Tauranga to completely re-surface the pool interior with fibreglass. All leaks are now gone, the pool’s easier to heat and clean and really looks great.” And in the international holiday park market, Kevin Thornborough says the news is getting around. “Just about all feedback posted on our own Facebook page, Trip Advisor, or Rankers for example, mentions the great swimming experience to be had, no matter what the weather is doing, as the wind-chill factor and cold outside temperatures have absolutely no bearing on the good times to be had.” By Brent Leslie, Industry Reporter

MAXIMISE your SWIMMING POOL - SPA - PATIO with a TELESCOPIC ENCLOSURE

“We knew our enclosure would make all the difference to the pool and provide year-round swimming for their guests, as well as offering a relaxing space to shelter in on windy, rainy days. And when the sun comes out within minutes, All Seasons can offer guests an outdoor pool – what could be better?” South Pacific Pool Enclosures is a New Zealand leader of importing telescopic swimming pool enclosures, spa domes and patio enclosures. “All of these products are made to the client’s individual requirements. We work with Alukov, which is one of Europe’s leading manufacturers of pool and patio enclosures and spa domes.” From the first enquiry, through the design process, consents and installation, Roland and Wendy work to ensure their clients are getting the best possible result for their investment. “Thank you All Seasons Holiday Park for installing the Laguna Grande Enclosure. It was great to work with you during this project. The transition from our first visit to the end of the project was absolutely amazing!”

ENJOY indoor/outdoor living 365 days of the year

www.poolenclosures.co.nz NEW GENERATION OF SWIMMING POOL & SPA ENCLOSURES

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gf guest facilities Case Study – Lusty’s Lagoon, Taupo:

Lusty’s Lagoon draws attention with swim-up bar and café WE SOMETIMES SEE THEM ON TELEVISION OR IN THE MOVIES, BUT UNTIL VERY RECENTLY, WE HADN’T SEEN ANY IN NEW ZEALAND. But one is now here – a large, thermally heated lagoon style pool with a swim-up bar and café, swim-in grotto cave and a giant outdoor movie screen. It is Lake Taupo TOP 10 Holiday Resort’s latest iconic feature that offers year around use and value to the resort, creating a destination within the destination.

is filtered every 2.5 hours through 10 filters, each containing 1.5 tonne of media. The hydroxinators produce magnesium chloride which is softer and better for swimmers’ skin than chlorine. The pool is thermally heated up to 35oC year around, much appreciated by guests, especially on the cold winter days that Taupo is known for.

Outstanding facilities

Managed by (and named after) Lloyd and Trish Lusty, and partnering with Eco Springs, the pool was built utilising an Italian patented resin, overseen by Italian suppliers as this product had never been used in the Southern Hemisphere.

Even before construction started on June 15, Lake Taupo TOP 10 Holiday Resort had a great deal going for it. Lloyd and Trish Lusty and family, previously from a sheep and beef farming background, have been the owner-operators since February 1996. They haven't stopped making improvements since the day they took over. “We both wanted it to become the best holiday park in New Zealand,” said Trish Lusty.

The pool measures 790m2 making it the largest privately held pool in New Zealand. Holding more than one million litres of water, the pool

“That meant growing significantly greater underground infrastructure for the business to expand.

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“Our first step was clearing the land of over 500 fully grown pine trees, which we donated to locals, Kiwanis and Rotary for fundraising. Now with reticulated gas, fibre, bigger capacity power cables, and larger water and sewer mains, our plans are as far reaching now as they were 20 years ago, but we can now start to expand at a greater pace to see a greater return on investment and net profit. “This was never going to be a Ma and Pa business. We now have 30 full time and part time staff, and plans to greatly expand the accommodation side of the business – and the quality,” she said. The resort has had a 5-star Qualmark rating for more than 10 years. It is an award-winning, modern and spacious holiday resort with superb facilities, in a large, tranquil garden setting – an excellent base for exploring the beautiful and versatile Lake Taupo area. Guest facilities include BBQ areas where guests can cook meals using gas BBQs at no cost. There is plenty of space in the 7.49 hectares for children to safely roam, be active and play with their family and friends, and there are several entertainment facilities for the young and young at heart, including: jumping pillows, two tennis courts, petanque, volleyball, games rooms, an adventure playground and trampolines. Wifi is available throughout the entire resort and for those needing snacks or general goods, an on-site shop means there is no need to leave the resort.

For those guests who like a day out on the water, they can leave their boat securely at the resort, then clean up their catch at the park’s designated fishing station.

Lusty’s Lagoon Nevertheless, it is the pool that is surely now the highlight for those who come to stay. Lusty’s Lagoon sets new standards in New Zealand and internationally with New Zealand’s first swim-up bar and café. “In 2014 we both decided we had to be proactive and not just wait for the economy to improve – we had to continue and create something that was great for our business and hopefully Taupo,” said Mrs Lusty. “It had to be the first in New Zealand in as many ways as possible, have something for all ages to enjoy and make guests want to travel to us to come and experience something special.” The couple began planning in 2014 with trips to Australia and China – and then consulting with Paul Thompson from Eco Springs NZ. “Paul travelled to Italy to inspect first hand Bio Design pools with their patented pool construction process and design,” said Mr Lusty. “After Paul’s feedback and photos, in March 2015 we made the decision to start construction, signing contracts with Eco Springs, Bio Designs’ New Zealand agent.”

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gf guest facilities Case Study – Lusty’s Lagoon, Taupo:

“From day one we knew there would be a swim-up bar, a free formed pool that even elderly and young people could walk into,” said Mr Lusty “A spa area and the outdoor LED 4x3 metre screen was there from day one. We also wanted a swim in cave/grotto which proved to be the most challenging part of the whole build – not because of the depth at four metres but the time in construction and materials.”

World class result The entire project ran for 19 months with the construction of the pool itself taking 14 months. “The whole concept took far longer than anyone could have imagined, with consents, weather, materials and this being the first pool of its kind in New Zealand,” Mr Lusty said. “The owner and men from Eco Springs worked tirelessly and were fastidious in the build of the pool, and it was a challenging project in aspect and size. Very little was changed from the concept to finishing. “Everybody concerned breathed a sigh of relief when it was completed, but is it something to behold, absolutely fantastic and a credit to Eco Springs and their commitment and follow-up now. The pool was constructed to the highest quality and standards following our motto: “If we are going to do it, let’s do it right.” The result is a world class lagoon style pool, coupled with the convenience of food and beverage. “The huge LED movie screen is extremely popular for anything from rugby and sport screenings to children’s movies enabling themed events,” said Mr Lusty. “The screen can be watched from the swim-up bar, most of the lagoon pool and even from the old pool which has been incorporated into the

new complex. The hot spa area (40oC) overflowing into the old pool is the preferred watching location, especially on colder nights. The new pool has been constantly monitored and with a second heat exchanger now installed, is at constant 35. “The sheer size of Lusty’s Lagoon and the rolling shore line caters for family fun, secluded relaxation, swimming, diving, exploring, a cold drink, sun bathing, lounging, talking, meeting other friendly travellers, laughing……whatever makes our guest’s happy,” he said. “The fully licensed bar includes a range of cocktails and mocktails and is proving to be very popular among guests. “Sales and comments have been extremely encouraging, with higher sales than we predicted. We are now adding in two tap beers and a 10x10 marquee for conference groups and guests before Christmas,” Mr Lusty said. The significance of the pool as cornerstone for the future of New Zealand tourism was seen by the attendance of numerous industry representatives in June with Prime Minister and Minister of Tourism John Key officially opening Lusty’s Lagoon. Other attendees included Honourable Louise Upston, Member of Parliament for Taupo; David Trewavas, Taupo Mayor; Fergus Brown, CEO of Holiday Parks Association; David Ovendale, CEO of TOP 10 Holiday Parks; and many other park owners, industry members and local business leaders. Trish and Lloyd Lusty have no doubts that their considerable planning and effort has proved well worthwhile. In Lloyd Lusty’s words: “It is now much more of a resort with a lot more to do. The guests are blown away with the facilities we offer and have returned three to four times in one year when normally they would only come once or twice. It’s extended our shoulder and off-peak seasons, even in the wet weeks, while our forward bookings are continuing to improve.” By Brent Leslie, Industry Reporter

Premium food and beverage pool service Mike and Holly Rigby of Taupo Premium Foods are proud to be a preferred supplier for the Lake Taupo Top 10 Holiday resort. Taupo Premium Foods is a locally based family-run wholesale distribution business with a strong customer focus. Service is the heart of our business, right across Taupo and the Central Plateau region. We have an extensive range of ambient, chilled and frozen products, including beverages which are competitively priced. We are a key member of the nationwide Focus Distribution Network which constantly looks for new and innovative products to complement our

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range. We were confident we had both the products and service that would work well alongside what Lloyd and Trish wanted to achieve with Lusty’s Lagoon. The team at Lake Taupo Holiday Resort are great to work with and have a truly unique asset with Lusty’s Lagoon for both their resort and the wider Taupo community. We are certainly very proud to be supplying products to New Zealand's first and only swim up bar/cafe. This is a very unique business for us to be associated with. We would like to thank Lloyd and Trish for the opportunity to be their preferred food and beverage supplier for Lusty’s Lagoon.

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Uniquely familiar signage SignOn is an award-winning design studio and signage workshop that has been designing, making and installing our solutions throughout New Zealand for more than 20 years We have been working with Lloyd and Trish Lusty and their team from Lake Taupo Top 10 Holiday Resort for some years now. When they asked us to come up with the signage for Lusty’s Lagoon, we already had a good feel for the style of the resort but were well prepared to do something uniquely familiar for this special project.

Using the style and colour palette from the supplied logo, we designed a series of entrance, informational and amenities signs to be placed around the lagoon. These were placed at key points informing guests of the hours, lagoon rules and other information to help them enjoy their stay. The signage consisted of digitally printed ACM panels with a unique die-cut shape, asst laser etched stainless steel plaques, including the one unveiled by the Prime Minister during the opening, and three fully wrapped Nissan cubes, each displaying different aspects of the resort and Lusty’s Lagoon. We enjoyed working on this with the Lustys and their team and look forward to many future projects together.

Quality european engineering and style The team at Taupo Top 10 Holiday Resort, headed up by Lloyd and Trish Lusty, say they prefer ByDezign Furniture's ‘Premium Italian brand’, Nardi. The pair explained: “We have purchased in excess of 100 Nardi Alfa sun lounges with tables and chairs for our lagoon swimming pool. They are now nearly one-yearold and look great. The feedback from guests reflects the comfort and feel they get while using them. The product is quality and the service and advice from ByDezign was fantastic. We would definitely recommend the product and ByDezign to anyone.”

Proud suppliers of Taupo Top 10 Holiday Park Extensive range of food and beverage products Prompt and efficient service Locally owned and operated

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ByDezign Furniture proudly claims that it only imports product that can stand up to the harsh and continuous use demanded by the commercial hospitality environment. AMG was told that ByDezign Furniture is the sole New Zealand agent for Nardi Garden of Italy and that all Nardi products adhere to the CATAS Italian research and certification institute’s rigorous testing and are manufactured to ISO 9001 quality management standards. “With Nardi and ByDezign, our clients receive European style, and the peace of mind that Italian engineering and manufacturing provides. Above all else they get quality, durability and local service” ByDezign Furniture added.

Ph 0800 10 10 91 | MB 027 637 4237 taupopremiumfoods@xtra.co.nz SPRING 2016

h housekeeping Ultimate Night’s Sleep:

So you’re thinking about upgrading your mattresses…

WHY CAN’T MATTRESSES JUST LAST FOREVER? THERE ARE FEW BIGGER NUISANCES THAN CRAMMING A KING-SIZE BED THROUGH A NORMAL-SIZE BEDROOM DOOR. EXCEPT PERHAPS LISTENING TO SOMEONE GROAN ABOUT HOW BADLY THEY SLEPT OVER THE WEEKEND. SORRY JOHN, NOBODY CARES. Unless you’re an accommodation manager, in which case it’s your job to care. At least about how well your guests are sleeping under your roof. When was the last time you inquired about your own mattresses? It might be worth asking a few honest visitors how comfy your mattresses are, or whether their backs have been playing up since they arrived. Particularly if you have older customers frequenting your rooms. It might be a dull affair listening to someone ponder aloud about the pitfalls of trying to get comfortable on a lumpy mattress with an ailing spine, but it could be the most productive few minutes of your day if you prevent that person from venting their frustrations in an online review. As it turns out, mattresses are rather key to spinal health and posture. AMG spoke with Dr David Johnson, a neurosurgeon, spinal surgeon, functional movement and Olympic weightlifting trainer specialising in the treatment of low back pain at City To Coast Neurosurgery, The Queensland Back Pain Centre and Functional Movement Training Centre in Brisbane. He stressed the enormity of the issue: “Spinal pain, in particular low back pain, is one of the most frequent medical complaints in our society. While awake, most people appreciate that healthy posture and movement is critical to preventing musculoskeletal de-conditioning and pain. A lot of people feel that simply because they are older, it is normal to feel pain. This is absolutely not the case. That’s equivalent to saying that as you age, your skin will hurt because you have wrinkles. Of course, the spine will age too but the experience of pain only occurs when the integrity of the spine, be it of any age, becomes inflamed. The process of inflammation in the spinal structures occurs due to poor positions. “One third of our 24-hour day is horizontal while in bed and therefore,

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for eight hours, we can either be inciting inflammation in our spine or preventing it.” Dr Johnson told us what kind of mattresses are optimum for spinal support. “A firm mattress is the key to supporting the spine because it maintains and supports a neutral posture without sagging into soft or pillowtop type mattresses. Neutral for the spine is like neutral gear in your car, which means the system is under the least amount of stress. Minimising stress means reducing inflammation and preventing pain.” Speaking of stress and pain, making refurb decisions can be a big deal. Especially for those who have to coordinate lots of different opinions and finances. With something like mattresses though, it’s a little more cut and dry because you can go straight to the horse’s mouth and find out from your guests whether upgrading is something you need to do.

Industry viewpoints: are managers finding comfort in commercial grade mattresses? AMG asked Sleepyhead representative Damien Hegarty for his opinion on what managers (versus guests) want. He said: “Generally, hotel buyers are seeking the biggest mattress and base ensemble each room can comfortably accommodate. We know that hotel guests are seeking a luxurious experience and we work with our hotel partners to ensure we are providing the most comfortable mattresses. “Quality and comfort are two trends that will never leave the industry. Hotels are looking for a high quality product that will provide their guests with an unforgettable sleep. Across the market, we are seeing more and more environmentally friendly approaches to products, and an increase in technology offerings. We are continually researching and developing the highest quality fabrics, comfort layer foams and spring systems.” He also described the technical advantage of mattresses that prevent partner disturbance by using “individual, electronically heat-tempered springs that are totally independent of each other” rather than “connected to helical wires”.

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h housekeeping Ultimate Night’s Sleep:

Haven Distributing director Roger Harris shared his view with us as well, noting: “Our main market sector managers are looking for bunks, frames and mattresses, which provide ease of making by their housekeeping personnel. This includes using lighter weight (foam) mattresses on the upper level bunks, for example, to reduce the lifting weight when making upper level bunks, while at the same time offering the guest a high level of comfort, to ensure that their stay, however long, is memorable.”

Alan Hawkins from AH Beard was also able to share his viewpoint on the subject with AMG. When asked what he feels the bed of the future will look like, he said it “will involve more comfort layers being placed in the mattresses as travellers generally will be paying more for their room rates, so will be expecting more upmarket beds”. He added: “This will follow a trend that has happened in retail over the past five years. People are becoming more health conscious about sleep, so they like comfort layers that have been treated for health reasons.

Mr Harris was also able to tell us his point of view on the most askedabout elements of commercial grade beds. He said: “With the increasing occurrence of lower cost, imported mattresses, the most important and required mattress elements include the use of quality heat-tempered spring systems, for internal structural support, combined with consistent high-grade foam, latex and fibre comfort layers, which are available in NZ-made products by using environmentally friendly, local manufacturing techniques. The focus on these quality manufacturing processes will ensure that the life of the mattress is extended and therefore usually costing no more than a lower initial cost alternative.

How to take the plunge and make it last

“When selecting bed frames, especially for use in high volume and price sensitive accommodation, the use of frames with high levels of support, for example in a ‘mesh base’, ensure that the mattresses are evenly supported and able to breathe, therefore maximising the life of the selected mattresses.”

Summer is looming, so abuzz with determination and the dizzy enthusiasm sunshine brings, you might be telling yourselves, no more ‘lumpy bed’ reviews for me! You’ll finally be able to slap ‘mattress refurbishment’ down on your TripAdvisor page and respond to all those niggling ‘the beds were a bit uncomfortable’ comments.

“Following on from Europe and Asia, we could see the bed-size getting bigger instead of your standard sizes and could be looking at split super kings or even Californian kings. Adjustable bases are also starting to become more popular. These lifestyle bases are used for massage and adjusting head and feet for the perfect sleeping position.”

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A Division of Haven Distributing Company Limited Haven Commercial is a division of Haven Distributing Company Limited; a product developer, importer, wholesaler and distribution company of furniture and homewares items through retailer and hospitality markets. Haven Commercial Division provides sleep system options to the hospitality sector, including bunks, beds and storage accessories; manufactured and tested to AS/NZS 4220:2010 safety standards and successfully distributed in NZ & Australia to Backpackers facilities, Holiday Parks, Children’s Holiday Camps and other accommodation operators. Haven Commercial also distributes quality NZ made Sleepyhead Commercial mattresses through their procurement & supply association with NZ Comfort Group, thereby creating a ‘one-stop’ shop for hospitality sleep systems. Haven’s factory manufacturing relationships provide Quality Control testing processes, direct importation and distribution in NZ, both directly and through distributor agencies. Haven’s delivery network provides prompt and efficient supply channels and a proven sales & service record from many years’ experience

importation and distribution in NZ, both directly and through distributor agencies. Haven’s delivery

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But in terms of choosing the right technology and style, it really depends on your needs. A boutique hotel with hugely varied room sizes and shapes will have different needs to a standardised motel. If you don’t have a huge budget you might need to prioritise which of your rooms get new mattresses and when, because getting good quality upgrades staggered over a few years is surely a much better option than getting all your rooms a lesser quality upgrade at once. The lower the quality, the more often you’re going to have to make the upgrade anyway. In terms of warranties, most companies will offer one but it most likely won’t cover wear-and-tear or the dreaded body impressions that can form over time, even with commercial grade mattresses designed for heavy use. However, there are things you can do yourselves to stave off the inevitable.

How to help your brand new, shiny mattresses last for as long as possible Mattress turning is one maintenance must. It’s a great tip for evening out body impressions so the mattress doesn’t become an in-room sinkhole equivalent. It’ll just take two of you pushing at opposite corners of the mattress while it’s sat flat on the frame to turn it around. No pivoting,

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flipping, dragging or squeezing through doors required. Getting on board with a regular turning schedule (at least once every eight weeks) can really save you a lot of queen-size heartache. Airing mattresses every now and again, letting them enjoy the breeze without heavy quilts, sheets or mattress toppers raining on their springy parade can also do a world of good. It turns out that mattresses like alone time just as much as the next hotelier, and will happily spend a couple of hours evaporating any condensation created by body heat. Of course, it’s also a good idea to read the fine print of any manufacturer’s warranty because there might be other things excluded that you can prevent. One example would be remembering not to bend a mattress in half (while squeezing it through doors, for instance) because this can cause some internal mattress damage that isn’t classed as a manufacturing fault and will most likely therefore not be covered by any warranty. It’s also worth checking with your chosen supplier about cleaning maintenance because chemicals can sometimes damage the materials present in the mattresses. Unfortunately, there’s nothing you can do to stop people from jumping on your beds but hey, at least that’s evidence you’re doing right by their spines! By Rosie Clarke, Industry Reporter

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SPRING 2016

h housekeeping supplier profile ECOSTORE

Putting eco at the heart of the guest experience Ecostore founder Malcolm Rands talks about why sustainability is such an important part of the accommodation business. Tell us about yourself and your story since founding ecostore My wife Melanie and I were part of a group that founded New Zealand’s first permaculture ecovillage in Northland in the 1980s, and I had a track record in the arts/not for profit scene before starting ecostore with Melanie in 1993. Alongside ecostore we co-founded the Fairground Foundation, a new social enterprise designed to tackle projects to create a better world, freely sharing our ideas for others to follow. Ecostore began by sourcing eco cleaning and body care products. It now has its own manufacturing facility and exports to Australia and Asia. In recent years I’ve been honoured with the Ministry for the Environment’s Green Ribbon Award and ecostore has twice been named New Zealand Sustainable Business of the Year. I was also made a member of the New Zealand Order of Merit for services to business, conservation and philanthropy.

What do you look for when you travel? I love getting away on adventure tours among small groups – often these trips are a chance to see spots that are hidden away and usually only experienced by the locals. On this type of trip I rough it a bit, but sometimes I’m after a bit more luxury – I love it when someone makes my bed and cleans up after me (cleaners definitely aren’t acknowledged as much as they should be!) Regardless of the type of holiday, I like to support providers doing their bit to lessen their impact on the planet. One of the best ways to see if this is happening is accreditation, and Qualmark is a well recognised quality assurance scheme. It awards

businesses for meeting environmental and social standards and they can earn gold, silver and bronze levels. By displaying the Qualmark or its star rating, you know the place you’re staying is doing things like recycling, reducing waste, cutting energy and water consumption and supporting the local community in some way.

What are the benefits of running a sustainable accommodation business? With popular holiday destinations becoming crowded, it’s even more important to keep pristine spots unspoiled. I think that’s a big part of why visitors to New Zealand, and Kiwi tourists alike, want accommodation providers to be environmentally responsible. If they know the place they’re staying has the systems in place to tread more lightly on the planet, they can just enjoy their holiday and know they’re doing good at the same time. That has long term benefits for the accommodation business – it means satisfied guests, good word of mouth, higher occupancy rates and the ability to charge according to the value provided. Effective sustainability practices also save money through things like lower power and water costs, less food waste and labour practices that retain and develop staff.

Do you have any tips for New Zealand accommodation providers who want to be more sustainable? I recommend many of the things we do at ecostore that make continual improvement in our sustainability, no matter how small. We’re always looking for ways to reduce our water, energy, fuel and material use, and we try to increase the amount of recycled and recyclable materials we use. Installing solar panels is one way to cut energy use in the long term, and re-using rainwater and greywater (waste water that comes from the laundry or bathroom) cuts down on water use. You might also want to support community schemes and events. As well, you can also make sustainable choices with the food you offer guests, by supporting local producers, choosing ethically and sustainably sourced meat and produce, and choosing to provide organic options. If you’re adding rooms to the premises or refurbishing existing ones, try to choose sustainable materials like paint and furnishings that don’t emit high levels of volatile organic compounds, and reclaimed wood. Guest amenities are another important area of sustainability – choosing healthier options like ecostore’s amenties range means you’re reducing the amount of potentially harmful chemicals people put on their skin and in their hair – and down the drain - during their stay.

Malcolm Rands

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ecostore’s amenities range is crafted with gentle plant-based ingredients that cleanse, nourish and protect, without stripping your skin’s natural protective oils. There’s only good stuff inside. Plant-based ingredients Nourishing oils No nasty chemicals such as parabens or silicones Renewable sugarcane-based plastic bottles, 100% recyclable Stylish label design by New Zealand artist John Reynolds Grey water & septic tank safe

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h housekeeping Breast Cancer Foundation:

NZBCF-business partnership can help combat breast cancer scourge THERE IS SOME GOOD NEWS IN THE FIGHT AGAINST BREAST CANCER. EARLIER DETECTION, BETTER DRUGS AND ADVANCES IN SURGERY MEAN THE NUMBER OF WOMEN ACTUALLY DYING FROM IT HAS GONE DOWN. But the actual affliction of breast cancer is still on the rise. More than 3,000 New Zealand women a year will receive the chilling news that they have it – about eight women a day. And more than 600 women die of breast cancer every year. Leading the fight against it is the New Zealand Breast Cancer Foundation (NZBCF), which does everything in its power to disseminate the message of the value of early detection. “Mammograms are there to catch breast cancer as early as possible,” said NZBCF research and communications manager, Adèle Gautier. “Breast cancer can’t kill you unless it advances out of the breast, so if you catch it early, you have the best chance of curing it.” “For anyone diagnosed with breast cancer, it has a massive impact on them. Their life changes. People remember that day as one of the most significant of their life,” she said.

Free screening programs For that reason, the screening program is free every two years for those aged 45 to 69. “But we recommend that from age 40-49, women should consider having an annual mammogram. Although breast cancer is less common for them, it tends to be more aggressive in younger women, so more frequent screenings are desirable,” said Mrs Gautier. But 30 percent of those eligible for free mammograms never have them. “Some women might think it’s going to hurt or they might be worried about radiation – which isn’t realistic because mammograms are a very low dose X-ray. If they’re in a rural or small town, it might be inconvenient. For others, if they don’t get a regular reminder from their GP or from Breast Screen Aotearoa, they might just forget about it.” The results can be fatal. And other women’s ages will mean they are not eligible for free screening. About 15 percent of diagnoses occur in women under the age of 45 and a quarter in women over 70 who might think they are past the age of greatest risk. “So there’s still a really big job around raising awareness for all women,” said Mrs Gautier. For those who have to pay, in an area where there are choices, her advice is “to shop around as they cost anything from $150 to $250, all for the latest digital mammography.”

Volunteers Jaimi and Tamara

Self-checking guidance “It’s true that mammograms won’t find every breast cancer but it is the best technology that we have. A mammogram can find a tumour that is 2mm in size. The smallest you can feel with a self-check is about 1.5cm. That’s a huge difference in the amount of growth that tumour has undergone. “But even if they are having regular mammograms, we still recommend that women do self-checks because cancer can appear between screenings, and because mammograms do not detect everything. “We say: Know the normal look and feel of your breasts so if you feel a lump that wasn’t there before, or if something changes, you can tell your doctor. We have videos to demonstrate the best way to do it.

Businesses and their staff So could businesses play a part in the welfare of their staff? “Absolutely they can,” Mrs Gautier said. “One in nine women has breast cancer in their lifetime, so in an office with a number of female employees, there’s a very good chance that one of them is going to be diagnosed. We have educators who visit companies and groups, or we can send them an education video. Another option for businesses is to ask a local nurse or doctor come in to give a talk. “And it would be fantastic if companies would pay for women staff members in their forties to have a mammogram, which aren’t free before 45. Yet, from 40-44, 250 New Zealand women a year are diagnosed. Before age 40, mammograms are less effective because the breast tissue is quite dense.” Praising the recent involvement of Vendella, Adèle Gautier said any money raised for NZBCF plays a vital part in helping researchers develop better treatments to prevent and treat the disease. By Brent Leslie, Industry Reporter

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housekeeping h supplier profile VENDELLA INTERNATIONAL

Vendella – making a difference in breast cancer struggle Vendella International is a family-owned New Zealand company well known in the accommodation industry for the quality of its bedding and linen, so the concept of partnering with the New Zealand Breast Cancer Foundation to raise funds for research might raise a few eyebrows. Why would Vendella, which has a staff of 14 and an even balance of men as women, want to be involved? But general manager Luke Brodie sees very good reasons for doing so. “Two of Vendella’s six core values are giving and family. Then, when we look at the industry that we’re involved in as a whole, the backbone is made up of women. They’re the people who do a lot of unseen, behind the scenes tasks to ensure our guests have a perfect stay. Being able to give back to our industry and supporting a cause which affects so many families is perfect for us.”

Luke Brodie and NZBCF CEO Evangelina Henderson confirm their ground-breaking partnership.

He said a big spur to involvement was when a female staff member was diagnosed with breast cancer earlier this year, necessitating surgery she is now recovering from. “It was an experience felt by her colleagues at Vendella. We’re a very close-knit team and it had a clear effect on all of us.

however many pillows Accor buys from us this year, a dollar from each of them will go to NZBCF.

“Those factors started the seed growing in our minds as to how we could do something to help. We approached NZBCF and they were really good to deal with. They’d never done anything like this with the commercial industry before, so it was a learning curve for both of us. Together we made it work.”

‘Dream Pillow’ strategy The product involved is Vendella’s 900gm Dream Pillow. “It’s our best selling pillow and for every one sold, we donate $1.00 to NZBCF.” Whether they are aware of it or not, accommodation industry clients can be contributing to the campaign. “The deal with NZBCF is a minimum of $25,000 which

corresponds with 25,000 pillows,” said Mr Brodie. “But if we sell more than 25,000 Dream Pillows in one year, we keep paying the dollar for all those as well. If we sell 50,000 pillows, we give NZBCF $50,000.” “Our sales of pillows have gone up since we launched it. In September we signed a contract with Accor, and one of the pillows in the contract is our Dream Pillow. So

“We believe it’s helping raise general awareness about breast cancer, but it’s raising awareness through the industry as well. When we travel we often have discussions with people who’ve had experiences with some type of cancer, or know people who have, which is very affecting to see how wide spread it is.”

Enthusiastic staff involvement “Our staff and suppliers have really got behind it as well,” said Mr Brodie. “When members of our sales team are on the phone, you can hear them talking about the breast cancer benefits of buying that pillow. “Our suppliers have come on board with it too. A New Zealander supplier, Orora, printed

the logo on one of our boxes for free and our overseas suppliers, from China, have included the logo of the pink ribbon on the appropriate cartons and other packaging items – for free. It’s humbling when you see people from all around the world doing their little bit to help.” As AMG went to print, the NZBCF’s Breast Cancer Month campaign was underway and the staff of Vendella were closely involved with the cause. In midOctober, staff members were planning to take turns collecting money, while Luke Brodie was heading to Auckland to join a collectors’ team of city hotel managers and senior staff he had organised via email. It might be a new type of breast cancer partnership but the signs definitely are it will be a great success. SPRING 2016

h housekeeping Luxury Towels:

Do the little things matter? LUXURY IS A TERM THAT IS BANDIED ABOUT THE INDUSTRY FAR TOO OFTEN, WITH ACCOMMODATION PROVIDERS SELFAPPOINTING THEIR OFFERINGS AS ‘LUXURY’ OR SELF-RATING THEMSELVES AS ‘FIVE-STAR’ WHEN THEY WOULD LIKELY ONLY GET AN OFFICIAL RATING OF THREE. The Cambridge Dictionary Online defines luxury as “great comfort, especially as provided by expensive and beautiful things” also “something expensive that is pleasant to have but is not necessary” and “something that gives you much pleasure but cannot be done often”. A few decades ago, if you entered a property’s opulent chandelier-lit foyer, checked in at the marble front desk and a well-dressed bellman with faultless manners showed you to your lavish suite, sumptuous bed, and extravagant amenities you would have immediately recognised pure, unadulterated luxury. But today, travellers expect so much more. When a traveller spends their hard-earned cash to stay in luxury accommodation these days, they demand more than what they have at home and so even the most basic accommodations have higher expectations placed upon them. The level of expectation from guests poses a conundrum for all accommodation providers. Modern guests regularly demand free wifi, super-efficient service, upgraded amenities, high-definition IPTV and lush spas but they don’t consider these amenities ‘luxury’. This is because they can commonly be found at home and have consequently become standard. Now, when they seek out “luxury” they are looking for something more; a pleasurable non-necessity. In the strict sense of the word what does the addition of luxury in today’s guest experience mean? To redefine your accommodation as luxury you must add unique personal touches and seek out little gems that leave your guests with an unmistakable and everlasting impression they have been amply pampered. Moreover, luxury and top quality is synonymous with size and thread count!

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Believe it or not, guests judge the quality of an establishment by the size and feel of their towels – it’s true! Towels matter, because the more luxurious and classy the accommodation experience; the bigger, thicker and more sumptuous the towel. Guests love a pristine, fresh smelling, gleaming white towel, one that is big enough to wrap around and with plenty of material to spare. The importance of quality towels was also confirmed in a recent online consumer survey by Xeros, a UK specialist in laundry systems. It stated: “Towels play a critical role in hotel selection, guest satisfaction, and brand loyalty.” The study found that 94 percent of all respondents believe that towel quality is important for overall customer satisfaction and 73 percent believe that towel quality would influence their decision to return. “The results of this study illustrate that travellers care quite a bit about the towels they use during hotel visits,” said Jonathan Benjamin, global president, laundry at Xeros. “Savvy hoteliers should consider rethinking the role of towels in their overall brand story. Towels are a relatively unexplored branding touch point in the customer journey and has the potential to be an emotional tipping point turning a visitor into a loyal customer,” added Benjamin. The 2016 study was based on responses from 1160 business and vacation travellers in the United States and the United Kingdom. Another tip in the art of luxury guest seduction is to provide bath robes and free slippers as amenities - why? Because history indicates that your luxury guest wantonly expects to find a luxurious robe and comfortable slippers as part of their luxury experience. Remember, a luxury experience can be provided in any accommodation, not just traditional luxury establishments. Distinctive amenities can be offered in any accommodation, items that delight your guests and add luxury points of difference to your property. Smaller boutique properties may find it hard to compete with the over-thetop opulent services, facilities and amenities offered by larger hotels. But every accommodation can enhance their guest experience by providing a unique environment a personal service, amenities that guests love and quality guest room towels, slippers, and robes.

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h housekeeping Luxury Towels:

The worldwide tourism industry has identified a rapidly growing superrich female population, fastest of all in Asia. The number of wealthy solo female travellers grew by an average of 5.3 percent between 2010 and 2014 in countries with large populations of the very rich, per data provider WealthInsight. It would be wise to cater to this market by making sure you do not skimp on the quality of your towels and offer smaller sized robes and slippers along with other amenities that these mega-rich female travellers would appreciate. Always provide guest robes and slippers that sing luxury and comfort, the kind of luxury that guests didn’t realise they desired. As a personal sidenote, I believe the offer of disposable slippers is always a great idea, even for a one-night motel stay. Not only do I appreciate not walking barefoot on carpet because I can’t avoid thinking about how many other people have walked on them, but slippers also protect the carpet/ flooring from shoes.

Star Ratings Australia operations manager Janet O’Brien shares her viewpoint Ms O' Brien told us: “Historically, it was common to find the same quality and size towel at all levels of Star Ratings. The quality of towelling items has improved greatly in recent years and the introduction of quality as part of

our review has played a part in this change. A Star Rating Review considers approximately 200 criteria, including size, quality, condition and number of towelling items per guest. A five-star luxury hotel might supply a large bath mat with a 1200 gsm (grams per square metre) pure luxury to step onto from a bath or shower! Also, a five-star property is likely to have their own specially designed towelling items. “The criteria that Star Ratings Australia uses to achieve star ratings is based on research that considers what consumers have said is important to them. It found that, particularly in regard to 4.5 and five-star accommodation guests, amenities like robes and slippers are very important. The type and quality of robes and slippers has also evolved to suit the type of property. For example, in a resort-style property, the robes may be in a thick luxurious towelling guests might choose to wear to the pool or a day spa and the slippers provided are commonly those with a non-slip sole. Meanwhile, in a luxury boutique-style property, guests may remain in their suite and the robe and slippers may be more appropriate for lounging.” By Mandy Clarke, Industry Reporter

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housekeeping h Bed Bugs:

Bed bugs a growing downside of more frequent travel INTERNATIONAL AND DOMESTIC TRAVEL HAS NEVER BEEN MORE ACCESSIBLE TO TENS OF MILLIONS OF PEOPLE WORLDWIDE, BUT IT IS NOT ONLY PEOPLE THAT MIGHT BE ABOARD AIRCRAFT, SHIPS AND OTHER MODES OF TRANSPORT. INSECT PESTS CAN ALSO BE TRAVELLING UNDETECTED, WITH BED BUGS THE MOST LIKELY TO CAUSE REAL PROBLEMS IN THE ACCOMMODATION INDUSTRY. ONCE FAIRLY RELIABLE AIRPORT SPRAYS ARE NOW FAR LESS LIKELY TO STOP THEM ON ARRIVAL IN A NEW COUNTRY. They might be fairly small but they have even caused major disruption to some of the plushest hotels in the world. They have been in existence for many millions of years but modern scientific technologies still battle to contain them. Highly skilled at remaining hidden in luggage or clothing, they have developed a resistance to chemical sprays and bug bombs through their waxy coating and an enzyme the bug has developed. Wherever their host stays, that is where they too are likely set up home – anywhere from a backpackers to a 5-start hotel. Once well established, they can breed in large numbers very quickly. Unfortunately their human prey in various countries have reported the

horrifying nocturnal experience of finding themselves being attacked by bed bugs, with bites all over their bodies, in such numbers that they appear to cover the whole bed. While not everyone has visible signs on their skin the next day, others reports bite marks in itchy red welts days later. Easily hiding themselves almost anywhere in a room, whether it be in the bed base, coverings or in myriads of other places, the bugs will quickly seek out a warm body during the night in search of a meal of blood. And once satiated, they will not have to eat again for three months or more – a fact which makes it very difficult to starve them.

Industry embarrassment Of course, no one in the accommodation industry here wants to talk about infestations in their property, but they have certainly happened. In 2013 the media reported a woman’s experience in an Auckland motel, suffering a painful allergic reaction after being bitten 300 times by bed bugs. The next morning her face and body were covered in bites, which became increasingly painful and itchy. She was due to return to her Christchurch home that night, but while at the airport, she started to feel extremely unwell and approached staff for help.

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h housekeeping Pest Control:

Commercial control necessary for guarding against problem pests THERE ARE CERTAIN PROBLEMS THAT MANAGERS IN THE HOSPITALITY INDUSTRY JUST CANNOT AFFORD TO HAVE – INSECT AND RODENT PESTS. They are so difficult to guard against, and yet the consequences of their discovery by guests will very likely be devastatingly out of all proportion to what they might find. Spotting a single cockroach scuttling across the floor in your guestroom will arouse all sorts of feelings among your clientele – none of them likely to be good. In their minds are likely be the thoughts: “Dirty, slack housekeeping, “what else is likely to be lurking around” and – “This is the last time I’m ever staying here!” If you’re very lucky, they might just depart quietly, without communicating what they’ve found to other guests, but they are hardly likely to recommend your establishment to anyone else. However, such news tends to get around. Business will just disappear. And of course, that same roach is likely to be seen by numerous guests still to come, and is hardly likely to be a single intruder anyway. Dozens of guests at least will have those same feelings – and not one of them might report what they’ve found. Huge damage can be being inflicted on your premises’ reputation, all without managers or housekeepers being aware of any problem. Even if they are made aware of it, what is the solution? Should they go to that guest’s room armed with a can of fly spray? The chances of finding the roach will be slim, and even if it is, an ad-hoc solution is unlikely to be successful. So difficult are they to eradicate, it’s predicted that cockroaches could be the only survivors of a nuclear war. Slim chance that a can or two of domestic insect-spray will solve the problem. And cockroaches are only one possible pest. Add such undesirables as: spiders, fleas, flies, mosquitoes, wasps, silverfish, bed bugs, and even worse – rodents, and the size of the problem can seem overwhelming. .

"I could feel my face swelling, my lips were tingling and I was covered in these big red welts"’ the report read. The woman was forced to seek repeated medical treatment. The Ministry of Health and the Association of Dermatologists’ website, DermNet NZ, are among those that gives advice on how to identify and deal with the bites. In Australia it is also difficult to find anyone in the accommodation industry who is willing to discuss the problem, although independent experts take infestations seriously. But last year a report in the Sydney Morning Herald said: ‘After World War II, most developed nations moved to control bedbug infestation by using insecticides such as DDT. The bugs were almost entirely eliminated. "Almost", however, is the key term. By the start of the twenty-first century numbers were rising steeply. Westmead Children's Hospital in Sydney reported a 400 per cent rise in bedbug cases between 2000 and 2004. Worse, the bugs had descended from hardy DDT-survivors. In 2014, Westmead researchers announced that the little buggers were pesticide resistant.’

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It can also be a lot worse than the loss of custom of a few guests. A pest infestation can have a guest room out of services for days or even weeks as a solution is sought. Multiply that by any number of times and pests can actually bring an accommodation business to its knees, especially as word will be quickly spread around. It has happened overseas, even in other first-world countries. Only a well-considered professional pest management plan can give adequate protection and freedom from worry. Professional operators have well-tried methods of testing for such pests before they are found, and then quickly, unobtrusively and safely get rid of them. While the safety aspect might not seem high priority, use of pesticides and other chemicals by people who do not know what they are doing can be very dangerous. While it hasn’t happened here, New Zealanders have died overseas by staying in paid accommodation where rudimentary chemical anti-pest methods have been used and the fumes absorbed into their bodies. Pest control is definitely a case of where such work should be left to the skilled professionals. By Brent Leslie, Industry Reporter

A hotel problem anywhere Even when an infestation is in a country known for its powerful economy and modern pest eradication methods, their impact can be devastating. In the US in 2010, ABC News reported that the National Pest Management Association had said that bed bugs were on the rise in America, with a 71 per cent increase in bed bug calls since 2001. ‘The rise might be blamed on increased travel, lack of awareness and precautions, and changing pest control methods,’ the Association said. However, when infestations are proven, there is no simple solution. Particularly in the early stages of infestation, the bugs are extremely difficult to find as they are very adept at finding hiding places in such places as crevices, bedding, furniture, wallboards and light sockets. They will emerge when darkness falls and there are warm, sleeping bodies to be found. New methods to eliminate them, such as hot steam, are now often used because of their increasing resistant to chemical sprays. But a problem that has tormenting humans since well before the age of the Pharoahs is still bothering us today. By Brent Leslie, Industry Reporter

m marketing Going Local:

Local tourism marketing: the low hanging fruit DID YOU KNOW THAT SHOPPING AND EATING AT RESTAURANTS AND CAFÉS ARE CONSISTENTLY RATED IN THE TOP THREE ACTIVITIES THAT PEOPLE PARTAKE IN DURING A HOLIDAY OR VACATION? We often think travel is all about attractions, museums and tours; however, Destination NSW tells us that the top three activities undertaken by domestic visitors to Sydney are: 1. 2. 3.

Eating out, dining at a restaurant or café Visiting friends and relatives Shopping for pleasure

You will find that these stats are more than likely to be similar in your own city or destination, wherever you are in the world. Even in New York, the top two activities are shopping and eating out – followed by historical sites, sightseeing and museums.

of pride, authenticity, convenience and/or eco-concerns, travellers and consumers will continue to embrace ‘local’ products, services and knowledge.”

Insights to action

Tips for optimising local travel search These tips will ensure your business shows up when travellers are searching for information on their mobile phones. Simply put, if you do not do these things, your business is not even going to make it to the consideration set. 1.

Make sure your destination has as many businesses as possible claimed on Google My Business.

Ensure you populate the Google My Business listing with great content, including photos, videos and sample menus.

Ensure you encourage reviews on Google My Business. You need at least five reviews before stars are visible. Stars matter and so do reviews.

Encourage reviews everywhere: Facebook, TripAdvisor, Yelp.

This trend also extends through to travellers looking for local tourism experiences. Local can also translate to authentic. Travellers are looking for local heroes and authentic local experiences. Locally-produced goods offer travellers a sense of authenticity, community and connection to place.

It’s time for destination marketing to go local Focusing on the local stuff offers easy, cost-effective marketing for destination and travel marketers. There is no need to go and create new tourism products or services, new trails or new campaigns. Work with what you’ve got. However, it makes sense to leverage and bundle food and shopping with your other experiences and attractions – this makes your offer all the more compelling.

In many outbound markets like 5. Ensure businesses are mobile-friendly; if your business is China, shopping is consistently not mobile-friendly, impatient travellers will find a business the number one activity by far, With all this local talk, it is time for that is. with 88 percent of Chinese visitors destination marketers to get the rating shopping as the number local travel and commerce industry one activity. Of course, for Chinese to fall in love with the local stuff – travellers visiting Australia, all of this the shops, cafés and restaurants. Your ROI will be greater. The more there shopping and eating out is combined with sightseeing and other activities, is for travellers to do, the more likely they are to stay and eat, shop, and such as visiting some of Australia’s iconic beaches like Bondi Beach. But it spend, spend, spend. reminds us that we need to get back to basics and focus on some of the seemingly mundane activities a little more – shopping and eating out – the Get your locals to try to understand the importance of their shops, local stuff. The more shopping and eating out available to the traveller, the restaurants and cafés in the scheme of the local visitor economy when they more likely they are to stay and spend. are in destination. Whether it’s sale or promotion time, or finding out what’s So this brings me to looking at how it all relates to local. Travellers all love a local secret. The local shopping precinct, the local ‘best’ café or barista. In the numerous focus groups we have conducted, we often find the trip highlight involves that secret place in the national park tourists were told about by a local in the pub – the place not on the tourist map, or the steak at the local pub that was bigger than the plate it was on! There tends to be a common theme that involves local activities, local people and local love.

Local trends In one of their key local megatrends, Trendwatching tells us: “Despite globalisation, despite online; place still matters. Whether driven by a sense

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on the menu at nearby restaurants, consumers and travellers naturally want to know what’s going on around them. Around 90 percent of travellers say they use their mobile phones when on holiday and more than a third of the world’s travellers use their mobile device more while travelling than while at home. Now, with the widespread use of the smartphone or other devices, travellers can access information on-the-go and constantly broadcast their location using a host of tools. These tools include local themed travel apps like the Bangkok Street Food App. As an example, Street Food Bangkok is a free app showcasing around 150 shops and stalls serving local foods. The mobile app works in partnership with Google Maps, and all in-app content is available in

marketing m

Thai and English, allowing tourists to easily share locations and addresses with taxi drivers. It was developed by the Thai Ministry of Foreign Affairs in partnership with the Thailand Foundation, the Tourism Authority of Thailand and the Bangkok Metropolitan Administration. On a practical level, travellers increasingly need information in regard to their surrounding areas to orient themselves and feel in control. Nobody likes getting lost, not knowing where to buy groceries, where the gym is, etc.

How local could apply to where I live, Newtown Sydney There is a part of the King Street shopping precinct that is filled with vintage dressmakers, vintage/retro reconditioned clothing, vintage hairdressers, tattooists, vintage homewares and all things vintage. I often wonder why they don’t work together, form an alliance or some sort of vintage social media campaign. But too often, locals see themselves as competitors, or perhaps they just don’t see themselves in tourism. Also, many of them are without a web presence – not even a website! I also notice that many of the businesses in this trendy, hip part of Sydney have not been optimised for local search. Many businesses have not claimed their Google My Business pages – there are no reviews, or if there are, only one or two – no content. There are businesses that have closed down and there are businesses that simply have not appeared on the Google Map.

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As a result of this, at events like the upcoming Mardi Gras, many of the local businesses – cafés, shops, restaurants and galleries will simply miss out on business. It is your job as a destination marketer to help your local commerce and tourism industry understand the importance of working together to form a strong, compelling proposition. It is also your job to ensure all the shops, restaurants, cafés, petrol stations, bakeries, ‘hole in the wall baristas’, tattooists, local designers, and even local services like vets (think travelling with pets) and doctors (seniors) are optimised for local search.

Local is mobile In a recent study, Bright Local found that 61 percent of people are more likely to contact a local business with a mobile site. They are looking for information, reviews, maps and physical addresses. As obvious as it seems, businesses do not always have these things. Whether or not they are food or shopping related, it makes sense to ensure local businesses are optimised for mobile – travellers will be looking and searching on their mobile devices. By Bronwyn White, My Travel Research

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SPRING 2016

p property Leases â&#x20AC;&#x201C; Part 2:

Accommodation business leases, structures and values IN THE LAST EDITION OF AMG MAGAZINE WE ADDRESSED THE APPRAISAL OF ACCOMMODATION BUSINESS LEASES AND THE METHODS FOR CALCULATING PROFIT, IN ORDER TO MAKE SUCH APPRAISALS. HERE WE DISCUSS THE FEASIBILITY OF THE INDUSTRY, ISSUES RELATING TO THE LEASE AND IDEAS AS TO WHY THE MARKET MAY HAVE SETTLED AT THE LEVELS OF RETURN GENERALLY OFFERED. It is not intended to comment on specific comparisons for accommodation returns relative to other small businesses, some of which may show better yields. So why are these different? One reason may be the relative stability of the accommodation industry. Take for example a retail sports shop in a provincial town, this may show a better return on capital and return to management than an accommodation lease. It may also involve 60 hours a week and not the 24/7 commitment. In this hypothetical example, should say Rebel Sport decide to set up a major outlet nearby, selling Nike Shoes for less than the small retailer can buy them, the writing is on the wall. What was a good return on investment may no longer be so and possibly the business could be in jeopardy. Simply put, the bigger player can have huge advantages over the smaller operator.

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How does this differ with the accommodation industry in general? A large hotel company, intending to develop, will have to buy land at market value. The same applies for the costs of buildings, fixtures and fittings. (At current land prices and building costs, the financial viability is questionable at present room rates.) Larger accommodation providers do not necessarily enjoy the benefits of economies of scale as do some industries.

Kelvyn Coffey

Hotels and Motor Inns generally have a higher overhead structure, particularly as it relates to wages. These operations also usually require food and beverage facilities, and these often run at a loss, which adds to the cost of operation. A new hotel or motel opening in todayâ&#x20AC;&#x2122;s market is unlikely to be able to compete on current tariffs if it is to remain viable. When room rates are rising, new properties tend to set a higher benchmark for the whole industry. This enables existing properties to find their market segments in which to operate. With the new properties being even more expensive, the older ones can compete quite comfortably by offering their standard of accommodation in a different price bracket.

Industry Specialists Since 1984

New Zealand Wide KATIKATI

Ref #9164

Naturist Park – A Unique & Profitable Business

Perfectly positioned, one hour north of Christchurch & half an hour south of Hanmer Springs, in the historical township of Culverden, North Canterbury. This complex consists of a 6-unit motel and 3-bedroom residence, sited on three titles totalling 3,236m2 of land, which presents further opportunities to consider enhancements or future development with the appropriate consents.

FHGC $1,695,000 or Business Only (30 year Lease) $295,000

FHGC: $895,000

Matt D’Anvers P: 07 561 4213 M: 021 935 670 E: matt@coffeys.co.nz

Adam Berry P: 03 550 0520 M: 021 409 441 E: adam@coffeys.co.nz Ref #7294

Action Required - Make an offer.

DARGAVILLE

Ref #0881

Great Entry Level Lease

This motor lodge and restaurant is on the market to sell; our vendors want action and will respond to all offers. 21 superb units, all in exceptional condition are set in spacious grounds with a pool. The licenced restaurant/conference centre adds lots of options to maximise the income streams. Owners’ residence has 3-bedrooms and two living areas.

This is a 16-unit motel with a near new lease, 40 years from 2015. A good range of units provides flexibility to the operator to cover most accommodation requirements. Children’s playground, including trampoline and a swimming pool complement the BBQ facilities and make for a good family holiday experience.

Lease $485,000

Lease $235,000

Peter McGrath P: 06 929 7681 M: 027 449 1608 E: peter@coffeys.co.nz

Inky Stove P: 03 550 0471 M: 021 182 6940 E: inky@coffeys.co.nz:

OHOPE BEACH

Ref #1649

Strategic State Highway FHGC Presents Lifestyle & Income

Set in a peaceful and private rural setting with virtually no other competitors. Situated on 5.7 hectares of beautifully manicured grounds. Features motel type units, cabins, caravans, 51 powered sites and over 20 tent sites. Amenities include a swimming pool, spas and a sauna, mini golf course, petanque.

MASTERTON

CULVERDEN

Ref #8427

Lifestyle, Land & Income at the Beach

ROXBURGH

Ref #4378

The Good Life Lodge

What a winner. This property offers a rare lifestyle/ investment opportunity on the beach front. Sitting on 5,352m², are 9 fully equipped units, while a tenth unit is under construction. Offered as a freehold going concern, no lease in place. New owner has plenty of options; run it, have it managed or consider alternative uses. Consider the underlying real estate value.Land & Buildings RV $2,050,000, in addition to Business & Chattels.

This lodge includes eleven studios and suites set in the unique craggy hill surrounds of Roxburgh, in Central Otago. The lodge has been created from the vision of the current owners to offer a relaxed and friendly environment, without losing sight of quality and privacy in this very tranquil setting.

FHGC Offers

FHGC $850,000

Stefan McNeely P: 07 925 2069 M: 021 910 233 E: stefan@coffeys.co.nz

PAIHIA

Fiona McDonald P: 03 555 2129 M: 027 550 0966 E: fiona@coffeys.co.nz Ref #0279

NELSON

Bay of Islands 10 Unit Motel

Motivated Vendor - Substantial Price Reduction

This 10-unit motel, located just metres from the beach, is spacious and well configured. Sitting on a glorious 1,112m, it is within easy walking distance to Paihia’s attractions. The owner’s accommodation is a modern 3-bedroom house. The discerning will appreciate the location as well as the potential of this beauty in the Bay of Islands.

This motel has 12 units consisting of four 1-bedroom, two 2-bedroom, four studio units and two easy access units. This is a great mix and gives the operator good versatility. Centrally located to restaurants and Tahunanui Beach. Potential to extend the lease to 25 years. Owners’ residence has three bedrooms with ensuite and walk in robe.

FHGC $2,200,000

Lease $299,000

Chris Wong P: 09 551 0154 M: 021 106 6188 E: chris@coffeys.co.nz

Jan Grant P: 03 553 1018 M: 027 544 1949 E: jan@coffeys.co.nz

www.coffeys.co.nz Freephone: 0800 263 339 Telephone: +64 3 366 9040 Facsimile: +64 3 366 9051 E-mail: info@coffeys.co.nz

Ref #2349

p property Leases – Part 2:

Another factor for the smaller operator is the benefit of free living. The running costs of a motel include rent, rates, power, insurance, telephone etc. for the owner. A motelier is able to claim the GST back on these dwelling related costs as well. Accountants use different methods of dealing with this for tax purposes, but the sums declared as a taxable benefit are usually nowhere near the real value of the perk.

Why sell property and buy a lease? Is capital best invested into real estate or into a business? Real estate values can fluctuate, but are generally a fairly safe bet over time. Accommodation business values (leases) can also have their ups and downs, however in the past the values have always remained relative to profit. If the owner of a freehold going concern property (meaning the land & buildings as well as the business and chattels) were to sell off the business by way of lease, a substantial portion of the total value of the property would be sold. The purchaser is buying a business, not just buying a lease. The lease is of course a very important document and has a bearing on the viability of the whole thing, but it is primarily the vehicle which separates the real estate from the business. Business values (lease values) over time have mainly stayed relative to real estate values. As they say, “past performance does not guarantee future performance”, however lease values have increased more or less in line with property values over the last 30 years. This is because the profitability has mostly grown along with inflation and other factors affecting tariffs and profits. Leases values can reduce as the years run down, and a lease by its nature must have a limited term. As new leases have got longer the market’s perception as to what is long enough has changed. New leases are now often 35 years (sometimes longer). The length of lease can become an issue once it gets to under 20 years. The time remaining on the lease does not affect the day to day profit of the business and a lease with say 15 years on it obviously still has a considerable length of time to run. If not extended though, its value may start to decrease as the lease term diminishes. If it were to run to its end, the landlord may be able to buy back the chattels and would then own the business as well.

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This very seldom happens however, unless the property is in a location where the value of the land increases to the point where the existing buildings are no longer the best use of that land. If the landlord thought it best to allow the lease to run right down, then the value would continue to decline. This may not really be in the landlord’s best interests, for a number of reasons.

Longer lease also better for the landlord The higher the lease (business) value, the better protection the landlord has that the lessee will pay the rent and maintain the premises. With a valuable business, it would be in the lessee’s best interests if they find themselves in financial difficulty, to sell to another party. If the lease had little or no value, it seems more likely that the lessee may default and the landlord may not be able to find another operator prepared to pay the same level of rent. If the business has a low value, the lessee does not have so much to lose, nor the landlord so much to gain by picking up the goodwill of the business by re-entry. The landlord may negotiate a payment to extend the lease. This way the landlord has already received the benefit of the lease years declining and has also increased the value of the business. The minimum lease maintenance provisions must be observed, however there is often some interpretation around this. A short lease with less prospect of a good capital sale value provides less incentive towards maintenance. If the lessee can see the benefit of investing to improve the profit and the business value, then surely this must also benefit the landlord. If the lease years and the business were running down, it is also possible that the owner’s ability to increase rent would be reduced in the later years of the lease. This is important to the landlord because the rental income has a direct bearing on the capital value of the property. For these reasons as well as others, we normally see lease extensions being available. The cost of buying more years, if necessary, needs to be taken into account when considering an accommodation business. Motel leasing has been around since the early 1980’s. The capital intensive investment in the land and buildings provides a fair rate of return for a commercial investor, while providing the business owner with a higher rate. By Kelvyn Coffey, Coffeys Tourism Brokers

ARE YOU AN EXPERT IN THE HOTEL/MOTEL INDUSTRY?

LINK is New Zealand’s leading business brokerage. We are currently looking for a hotel/motel specialist to join LINK in our busy office in Ellerslie, Auckland. If you are interested in being part of this exciting industry, you will need the following: A thorough understanding of the hotel/motel industry Strong negotiating and marketing skills To be prepared to be licensed under REAA (Real Estate Agents Authority - details available on application) Self-driven with a desire to be successful We offer: • Access to the LINK system with over 20 years history in business broking in New Zealand • An industry leading CRM system • Extensive marketing and promotional material

• An opportunity to earn a six figure income, commission based structure • Learn from an experienced team of brokers • A fun exciting office with excellent work culture

For more detailed information on this exciting opportunity please contact Nick Stevens: nicks@linkbusiness.co.nz and include a brief CV.

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hr human resources Workplace Wellbeing:

How to put the “Well” in Wellbeing at work WORKPLACE WELLBEING CAN MEAN MANY THINGS TO MANY PEOPLE…

in jeopardy is a small step and doesn’t need to take a long time. For example checking that a ladder isn’t rusting, all the latches work, the feet have all their grips and that staff are aware of they need to ensure the latches are secure before climbing the ladder not to mention ensuring they’re aware of height policies and other health and safety processes are met doesn’t take long. You just need to make time to have a small chat every few months with employees to discuss how they work.

However that doesn’t mean that one person’s interpretation of what that is isn’t important. Firstly, everybody who goes to work deserves to go home at the end of everyday, that isn’t a difficult one. It’s the lesser matters that erode wellbeing of employees and colleagues and many senior leaders in organisations are either blind to or refuse to believe is happening in their workplace. No matter how you look at it or interpret what workplace wellbeing is, the fact of the matter is that having the right support networks within working teams, management or colleagues is vital to ensuring that your workplace cares about the people within the organisation are respected, trusted and considered as important employees goes a long way to drive a safe environment for people to work in.

•

Encouragement and praise – seems something a bit ridiculous to include in this article but ensuring that your employees feel valued and that the work they are doing is going contributing to the success of the organisation not only improves morale it shows that there is consideration and interest in improving both individuals but the organisation as individuals get better.

•

Incentivise workplace health – Many organisations are becoming increasingly aware that having good health insurance for employees can pay off in the long run. Should an employee ever require specialist medical treatment but not have insurance is not just frustrating for them but for you as well as an employer. It could mean the employee has extended time away from work and in the meantime puts pressure on others to pick up the workload. The Research I mentioned earlier with Southern Cross Health Society also indicated that ¾ of employers fund employee health care schemes have seen a reduction in sick leave, improvements in employee productivity and a decrease in voluntary employee turnover.

What should be in your support network? •

•

Trust – Employees should feel free to be able to approach anyone and ask for advice whether it is work related or personal. A former boss of mine used to say to me “We don’t hire you based on your education. We know you can do the job, we can teach you the processes of how we work easily enough. We hire you based on your values and your ethos about family. We consider everyone we hire as a member of our work family, and we talk about the good, the bad and the ugly but only if you want to and it is never expressed to anyone you don’t tell. If you need time off – take it. If you need to work from home – do it. Just don’t abuse it and lose my trust as you’ll really have to work to earn it back. Flexible work – Life happens. Sometimes being at home with sick children is unavoidable and research we’ve conducted with Southern Cross Health Society suggests that 26% of all absenteeism is due to looking after family members. Trying to give your employees the chance to work at times that work for them or at a place that does is a great way to reducing an employees stress about work. If it can’t be achieved sit with them and work on a situation that does. That could come in a few different forms such as a combination of leave and adjusted work hours, but be open with your communication and set realistic expectations of each other. Safe work practices – Taking the time to do an audit on materials and workstations that staff use aren’t putting their health and safety

ACCOM MANAGEMENT GUIDE

Chris Till

Working can be stressful for a number of reasons, but reducing stress between management and employees should be the primary focus of businesses going forward. There are still many ways employees find stress or their wellbeing can become compromised but ensuring that you have a clear understanding of that communication about anything is accepted and encouraged will drive a culture of empathy and encouragement, and if people can’t subscribe to that then perhaps they could go find a job with your competition. By Chris Till, CEO Human Resources Institute of New Zealand (HRINZ)

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TRAINED IT TAKES A LOT MORE THAN HANDING OVER A KEY TO MAKE YOUR GUESTS FEEL WELCOME. Some people have the talent for service, but they still need to learn the right skills to do it well. The tricks of the accommodation trade. The art of satisfying customers and making them feel like guests.

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ss safety & security Injury Prevention:

Creating a safe workplace is a key to success

LIFE IS ABOUT CHOICE, BUT IN BUSINESS IT’S ABOUT MAKING THE RIGHT DECISION FOR EMPLOYEES AND CLIENTS. THE COST OF COMPLIANCE AND THE ADDED VALUE THAT QUALITY DECISIONS CAN MAKE ARE THE KEY TO SUCCESSFUL BUSINESSES. The wellbeing and productivity of employees can be taken for granted, but lost work days through sickness and injury can be costly to the employer, and life changing for the employee. Working together to create a safe workplace is the key to success by meeting the legislative requirements for health and safety, as well as good productivity. Throughout New Zealand, our places of work vary immensely from multi-layered organisations to sole workers. The Ministry of Business, Innovation and Employment has good information to assist in creating a safe workplace, and in particular, to cover the requirements for on-site first-aiders and for first aid kits. First aid is a life skill and is transportable between the home, workplace and into our sports or on the road. As an outdoor nation, chances are that at some time in our life we will be placed in a position of having to assist an injured or seriously ill person, so being prepared is incumbent on us all. Knowledge and practical skills that have been well taught and regularly refreshed are not difficult, but selecting a reputable training provider is essential. The New Zealand Qualifications Authority (NZQA) has published the first aid requirements and has the unit standards that are allocated to first aid training. Accredited training providers are also listed on the NZQA website. It makes good sense to provide first aid training to all your employees, or at a minimum, a pool of key staff. By making such a minimal investment in

ACCOM MANAGEMENT GUIDE

keeping your employees safe and well-trained, you will be complying with the health and safety requirements within New Zealand. Employers are required to provide a safe place of work for employees, and also visitors and members of the public. A full assessment of the risks and hazards is the starting point, followed by decisions on prevention and mitigation to reduce the risk of injury. Select key staff to complete a first aid course and put in place a management process that will ensure that certificates are revalidated every two years. Here are a few things to think about: •

Select a reputable first aid training provider. For national businesses, consider picking a nationwide provider so that there is continuity and consistent standards.

•

Choose a provider that has been accredited by NZQA to assess against the unit standards. These details should be clearly shown on their respective websites.

•

Pick the right course to meet your needs. The workplace standard is the NZQA 6400 series delivered on a 12 hour course.

•

If unsure about any first aid provider, look up their last External Evaluative Review (EER) carried out by NZQA. Ideally the provider should be a Category 1 or 2 provider.

•

If selecting a shorter course, ensure that it is appropriate to the risks of your business. Don’t cut corners, so ensure that your investment is providing the right skills.

•

See if the provider is able to manage the revalidation of certificates through reminders and reports.

safety & security ss

•

Avoid taking a shortcut. Regardless of any provider, a 12 hour course is just that – 12 hours) regardless of being in the class room or blended learning. Reading a first aid manual alone is not sufficient – practical and scenario based leaning is the ideal method of learning and retaining.

•

If your workplace has specific risks, a reputable provider should be able to tailor the course to your needs with scenarios based around those risks.

Once committed to a training provider, consider the number and locations of first aid kits and Automated External Defibrillators (AEDs). Both are essential in the workplace. Quality first aid training providers will also be able to give advice on these products, and give guidance on where they should be located. Signage and storage, as well as regular stocktaking, is essential. First aid training is a skill for life. It has to be considered seriously as a part of sound business practice. It is not difficult to learn and nothing to be frightened of. First aid knowledge and skills must be taken seriously. We rely on each other at work and at home, so being able to help someone in an emergency is what we all do. Get it right – learn first aid now, and have the confidence to help your work mates, family, and strangers when they most need you. By Graham Wrigley, NZ Red Cross

SPRING 2016

ss safety & security Electrical Safety:

Ensuring your ‘test and tag’ is authentic – and safe

Non-compliant tag found in a New Zealand hotel.

ARE YOU CONFIDENT THAT YOU’VE DONE EVERYTHING IN YOUR POWER TO KEEP YOUR GUESTS SAFE FROM THE RISK OF ELECTRICAL SHOCK IN YOUR ESTABLISHMENT? A SHOCK THAT MIGHT ACTUALLY KILL THEM!

•

A reluctance to supply records or the records supplied are very basic

•

No records supplied or basic pass/fail results only

After all, you’ve been given a ‘test and tag’ from a company that seems to be professional. You’ve carried out your responsibilities faithfully and paid good money to electrical ‘experts’ to ensure no harm will come to the people in your care. What could possibly go wrong?

• Testing completed very quickly

Unfortunately, plenty. For some disreputable test and tag companies, this process will be no more than a quick way to make money. Even worse, your hotel or motel may be even less safe than it was before.

No qualifications required

Whether you are a small provincial independent property or a big city hotel that is part of a well-known international chain makes little difference. Some so-called experts will simply tag items without testing them – which is not only illegal but also extremely dangerous. To the untrained eye, all will appear to be in order. With electrical safety, the flaws can be well hidden. The first sign of something wrong may be when the worst happens!

Red flag issues So what can be done? AMG asked Mark Goldthorpe, director, test and tag specialist of Metrotest Electrical Safety Solutions, and AS/NZS3760 EL36 committee member for his opinion. “AS/NZS3760, the test and tag standard, has specific requirements for testing and what is to appear on the tag,” he said. “Among other things, the actual date the test was carried out must be on the tag (think of this as your date of birth with a day, month and year). I often see tags in hotels where the test date is just a month and the same with retest date. A non-specific test date gives a warning sign, as does the lack of reference to AS/ NZS3760, which is mandated under the Standard.” Mr Goldthorpe said other alarm factors to look for are:

ACCOM MANAGEMENT GUIDE

• If computers show no sign of being shut down (necessary for testing), then again no testing has been done

•

Permanently wired appliances and phone cables tagged

•

Records supplied without test values.

At the seat of the problem is that in New Zealand, no qualifications are required to run a test and tag company,” said Mr Goldthorpe. “This is much the same in Australia and the UK where there are similar problems with ‘tagging only’ being carried out. There is no governing body so no one is policing the industry. Usually no one is watching the person doing the testing, which is often done after hours to minimise disruption.” An indication of future problems could sometimes be seen in the speed with which the work was done. “The more tags they put on, the more money they make as payment is usually per item – not per hour. “And if issues do occur, e.g. questions raised regarding tests carried out, and records have been supplied without testing values, then proving either way will be difficult if not impossible.

What are the solutions? However, there are ways of avoiding problems, said Mr Goldthorpe. “Records are part of the solution to avoiding getting caught; however, for this to work the records you are given must include numerical values of all test results, ensuring results are less likely to have been made up. An itemised spreadsheet may look good with pass and fail written all over it but it might as well not exist as you cannot do an audit from this.

safety & security ss

“These records should not add to the cost – it is data that is automatically saved by many portable appliance testers (PATs). One reasonably priced PAT available can even print out numerical results on the tag and an audit code. “And be aware there are various other options for testing, such as training up existing staff members – and not necessarily your maintenance staff.”

Note: Ensure that this is all kept within safe boundaries and that the testing company is not aware of what you are doing. • Ask for a demonstration of what they will be doing/providing to you and document it.

How to tell a good provider? So how do you ensure that the test and tag expert you have hired is a good one? These are Mr Goldthorpe’s guidelines: • Insist records include test values. • Ensure tags fully meet the requirements of AS/NZS3760. • Require them to provide on-site calibration certificates to match tester serial numbers – No good testing with a faulty tester! • Where repairs are being undertaken, does the individual have a current EWRB Practicing Licence? This is a legal requirement. • Audit the work: retest a room or two, especially items with a protective earth, e.g. the iron/fridge. Are the results similar? They should be.

• In a safely controlled environment, set up a few items with defects (not visual defects) and see if these are picked up on. If not, then place a few more items. Are these picked up? They all should be.

• Get confirmation, in writing, that their testing is compliant with the testing requirements of the AS/NZS3760 Standard (latest edition). • Find out what experience they or their staff have. Do they have any people who hold a current New Zealand Practising Licence issued by the EWRB? “Recently I was contacted by the chief engineer of an international hotel chain who was concerned about what their test and tag provider did and what they supplied them with,” said Mr Goldthorpe. “The end of story was that they weren’t getting what the Standard AS/NZS 3760 demanded. I advised – ‘Don’t pay or get your money back’ and this has since happened. Moral of the story, if you are not happy, contact the Energy Safety Service and if you still don’t get any help, talk to me.” By Brent Leslie, Industry Reporter

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SPRING 2016

er energy & resources HVAC:

Intelligent HVAC room automation systems bring improved efficiency and savings INTRODUCING NEW TECHNOLOGY MIGHT SOMETIMES SEEM EXPENSIVE BUT THE ADVANTAGES OVER TIME CAN BE VERY CONSIDERABLE IN IMPROVING OPERATIONAL EFFICIENCY, GUEST SATISFACTION AND REDUCING COSTS. The business case for energy efficiency in the accommodation sector is continually growing stronger, mainly driven by three factors – grossly inflated energy prices, requirements to cut CO² emissions and improving market valuation through a better bottom line. The trend, most analysts agree, will always go up. Air conditioning remains by far the largest user of electricity in any guest room. Industry studies show that AC and HVAC costs can account for over 75 percent of the total room power bill and that often over 50 percent of that AC power usage can be wasted, either because rooms are empty, the AC is running too hot or too cold, or the AC is running when doors and windows are left open. While most guests like the idea of staying at environmentally responsible accommodation, relatively few are likely to be particularly concerned with practicing good energy-conservation behaviour themselves. For instance, not many are likely to turn off the AC when they leave the room for a substantial time. Setting the AC too low can also prove costly. Even adjusting the room setpoint by a few degrees could make substantial savings.

Continually evolving trends All the more reason for hotels and motels to by-pass the guest responsibility factor with energy saving guest room automation. Industry experts from companies that AMG consulted for their opinions, say that intelligent room controls in the guests’ hands is a continually evolving trend, so proper design, planning and implementing of networks and

ACCOM MANAGEMENT GUIDE

While most guests like the idea of staying at environmentally responsible accommodation, relatively few are likely to be particularly concerned with practicing good energyconservation behaviour themselves

solutions in hotels now being built will significantly impact the way they are managed in the future. Useful automatic systems such as occupancy sensors linked to thermostats and controllers for split systems have been around for a few years now, and one industry leader we spoke to said these units are designed to monitor room occupancy, automatically either turning off or set to ‘economy mode’, split system air conditioning left running in empty rooms. Smart thermostats are designed to replace any existing hand held remote control and can be programmed to restrict the range of temperatures a user can access. This prevents an air conditioner being set to uneconomic (very high or very low) temperatures, he said. And it seems the room key card switch or master power cut off switch which needs the guest to insert a room key card into the wall-mounted slot to allow power to be supplied to the air conditioner, appliances and lights, is a thing of the past.

The perfect balance between efficiency and sophistication Schneider Electric is uniquely positioned to offer the right solution that will suit your needs, objectives, and budget. Whether you require a wireless guestroom management system that’s easily installed, a larger system that’s integrated with your existing building management system (BMS), or a solution that allows for advanced control of individual rooms — we have a solution that fits your facility and can improve your bottom line. • Elegant style combinations of guest room control interfaces designed to complement any decor • Touch screen interfaces, multi-language support and discreet occupancy management • Advanced control technology and optimised automation features to support energy management • Suitable for retrofit and new builds • Remote monitoring and control of HVAC, lighting, and metering systems allow managers to ensure their building is always operating at peak performance.

For more information call 0800 652 999 or email sales@nz.schneider-electric.com schneider-electric.co.nz SCHAMG01

er energy & resources HVAC:

The general view is that all major hotel chains are implementing mobile key applications which enable guests to open the door to their room with their mobile phones. Guests who will start using this technology will not be able to switch on lighting and HVAC in their rooms if these are fitted with keycard switches. The situation now is that building management systems enable general monitoring and management of all technological aspects of a buildings facilities and are normally installed in new buildings or during major renovations. For guestrooms, they can provide the same energy savings as room based controls because the temperature and controls can be monitored and adjusted from a workstation.

Choosing something suitable With excellent systems to choose from, potential clients will need to do their homework carefully to make the most appropriate purchase. AMG consulted experts from two companies that specialise in these systems for their opinions: Jan Strijker, the director of Brantas International Technology Ltd which represents INNCOM by Honeywell, and Ras Jayawickrama, national sales manager of Schneider Electric. Some “products and solutions can integrate to other systems, such as lighting control; and building management systems, to give better efficiency and control in a hotel guestroom," Mr Jayawickrama said. “Solutions are also scalable with the option of tablet technology, which puts guests in control, while simultaneously automating the space to support energy management." Mr Strijker noted it is possible to combine necessary energy savings with the implementation of systems allowing for increased operational

ACCOM MANAGEMENT GUIDE

efficiencies and guest comfort. “Installations in New Zealand have shown that savings of between 25 and 50 percent are possible on guest room energy consumption,” he said. Some are “automated through a number of sensors, including door, motion and an intelligent thermostat. In combination, these maintain room temperature and lighting at the optimum level as opposed to keycard technology. It works, unnoticeable to the guest," he added. “Hotel engineers and staff can monitor and adjust a room’s electronic systems, such as air conditioning, remotely without having to physically visit the room and housekeeping get automatically notified if guests activate the 'make up room' button on the thermostat." Some systems also have the option “to allow guests to control their room settings via an in-room provided tablet or an app on the guest’s own device," Mr Strijker voiced. Mr Jayawickrama also said some customisable room controllers have HVAC applications that include: • • • •

Low-voltage and line-voltage fan coil units Roof top units & indoor air quality (IAQ) Heat pumps & water source heat pumps Zone control

And the progress never ceases, according to Mr Strijker: “One hotel chain internationally is implementing voice controlled in-room tablets which allows guests to speak to the room and send commands to, for example, close or open curtains, increase or decrease fan speeds and temperatures, or switch lights on or off.” By Brent Leslie, Industry Reporter

er energy & resources Recycling:

New Zealand must do much more to reduce packaging waste going to landfill NEW ZEALAND TRADES HEAVILY ON ITS 100 PERCENT PURE CLEAN AND GREEN IMAGE, BUT THERE IS A GREAT DEAL OF SCEPTICISM ABOUT THE ACCURACY OF THE SLOGAN, BOTH AT HOME AND ABROAD. For instance, a report last year by the Organisation for Economic Cooperation and Development (OECD) gave New Zealand a very poor environmental rating. Its report; Environment at a Glance 2015, said New Zealand was the worst performing of all 34 member states in the percentage of its municipal waste that goes into landfill; worse than Turkey and Mexico and far worse than most western European states. And compared with most OECD countries New Zealand had less environmentally motivated taxation. And while the Ministry for the Environment was heavily critical of the report’s accuracy, saying it had its facts wrong and had ignored information given to it almost a year before – stating that all 67 local authorities in New Zealand offered kerbside or drop-off recycling collection services, taking glass, metal, paper and plastics – the fact is that the OECD report would almost certainly have been widely read overseas. Not really the sort of news the tourism industry wants to get around!

Industry responsibility Current estimates of the landfill/recycling split is an estimated 43 percent of recycling and the remaining 57 percent going to landfill. As major purchasers of packaged products, such as bathroom amenities, the accommodation industry has a major responsibility in reducing such waste, and can be a major beneficiary in return. Guests these days are often environmentally aware and want to be reassured that their used containers and packaging will actually be recycled. There is no doubt a large sector of our accommodation industry is very conscious of that fact. For instance, the Langham Auckland and The Village Accommodation Group takes a great deal of pride in their impressive Qualmark environmental ratings, while Accor Hotels last year instituted its Crazy About Recycling Activities (CARA) scheme developed by its head housekeeper Meripa Hudson, who went on to win the Housekeeper of the Year Award at this year’s Hotel Industry Awards. Numerous other hotel and motel establishments and flags are also doing their bit to save waste and to assure guests that New Zealand is very environmentally aware. Several have multi-pronged schemes in place, ranging from sophisticated composting techniques and worm farms to produce home-grown produce for the kitchens, to on-site heating from low pollution incineration and reductions in laundry use with the willing participation of their guests.

Dubious claims But the reduction of used packaging clogging landfills is still a major area where waste is slipping through the net. Claims on the product that it is recyclable or will break down in landfill have to be regarded with deep suspicion, particularly if that product is imported. Even if it is true that it might be able to be recycled in the country of manufacture does not mean that it necessarily will be in New Zealand where the recycling system could be completely different.

ACCOM MANAGEMENT GUIDE

Other by-products, such as the used pods from coffee machines, might be recyclable in principal, but only if they are taken to a particular place designed to do it – and few are. They will not be recycled if put in New Zealand recycling bins. Claims that containers will break down when buried should also be regarded with very deep misgiving. Even food scraps and paper can last for many years in close to their original state when away from the effects of sunlight and oxygen. The New Zealand Commerce Commission has made it plain it does not believe that any packaging such as bottles, tubes, plastic or several other materials can biodegrade in New Zealand landfill conditions. Anyone claiming that their product will do this could be breaking the law by misleading consumers.

Reputable producers So, what can be done to help alleviate the waste problem, avoiding the further despoiling of our landscape and convince overseas tourists we are taking the problem seriously? Projections show that, with current population trends and without increased intervention, the annual amount of waste disposed to landfills will almost double within 10 years in Auckland alone – a staggering increase from 1.5 million tonnes to three million tonnes. Perhaps the best advice is to, as far as possible, source your packaged products from reputable New Zealand companies where the paper or cardboard can be recycled or usefully burned; and where plastics are clearly marked with a recycling number in the triangle. Not all plastics will be recycled. Says Recycle.co.nz: “Some types (1, 2 and 4) are easier to recycle than others. Some get contaminated with food waste and cost more to be recycled (take-away food and drink containers). Some plastic types (3, 5, 6 and 7) are simply not worth recycling. There is low value in the recovered plastics because they are harder to recycle and/ or manufacturers struggle to make any profit from them.” So, a good idea to select plastic types that are easiest to recycle – and make sure that such waste is gathered up and placed out for collection! Developing innovative ways in which you can involve your staff in the process is essential – a principal reason why Accor’s Meripa Hudson received the Housekeeper Employee of the Year Award for developing the Accor chain’s CARA scheme. By Brent Leslie, Industry Reporter

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SPRING 2016

GUEST SELECT NOW IN OVER

MOTELS AND COUNTING... That’s right, over 615 motels and hotels in New Zealand have embraced Guest Select. What is Guest Select? It’s a SKY decoder in every room with access to over 50 channels, it brings Kiwis the most amazing TV experience and we know your guests will love it too. How Guest Select could benefit your business · · · ·

Show the channels your guests are used to watching at home Increase guest satisfaction Create a competitive advantage Generate repeat business and improve occupancy levels

We continue to receive great feedback from our growing Guest Select operators who have made the move, with comments like: “They simply love the variety of channels” “It makes for happy guests” “Great to be able to give guests what they have at home” Call us today on 0800 759 333 or visit guestselect.co.nz and let your guests enjoy the fantastic mix of Sports, Movies, News and Entertainment channels.

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