Accom Management Guide - NZ - Summer - 2018 by Multimedia AU/NZ

ACCOM MANAGEMENT GUIDE

refurbishment Franz Josef Rainforest Retreat’s stunning new ‘tree lodges’

profiles Ramada Resort Wanaka: Warmth, comfort and service with a smile

housekeeping Bed Solutions: saving space in style The ethical hotel room – a look at Fairtrade products Environmentally Friendly: take responsibility and be a green hero

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Issue 39 | Summer 2018 NZD $16.50 (Inc GST)

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

Summer 2018 Refurbishment • Profiles • Housekeeping

Mother nature meets modern design as QT Queenstown opens hotels • motels • resorts • apartments • time share • holiday parks • budget • retirement www.accomnews.co.nz

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

summer

www.accomnews.co.nz EDITORIAL

2018

Rosie Clarke r.clarke@accomnews.co.nz Mandy Clarke

Lauren Butler PRODUCTION

Richard McGill r.mcgill@accomnews.co.nz

ADVERTISING

Michael Piantoni m.piantoni@accomnews.co.nz

front desk 05

CONTRIBUTORS

Editor's Desk: 2018: the year of improvement

Fergus Brown, Arvo Elias, Julia Stones, Doug Kennedy, Rachael Shadbolt and Rayma Jenkins

industry

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. 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.

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. © 2018. No part of this publication may be reproduced without written permission from the publisher. accom management guide is proudly published by:

Space Saving Products: Bed solutions: saving space in style

Ethically Sourced Products: The ethical hotel room… a look at Fairtrade products

Hospitality NZ Report: When the disruptors get disrupted

HAPNZ Report: Reasons for off-peak holiday park sector growth

Interview – ConfidentCare: TRENDING: An interview with industry supplier, Paul Rae

Bed & Breakfast Association NZ Report: Safety and security issues in hosted accommodation from a personal perspective

In-house Laundry: Clean & ‘simple’ inhouse laundry refurbishment

Ask Mammy: Wily Irish Mammy shares her ‘surprise’ anniversary Airbnb getaway

Environmentally Friendly: Take responsibility and be a green hero

Public Area Hygiene: Guess the grossest part of a public washroom…

management 10

Guest Drama: Horror clichés your accom should avoid

Reviews: Five reasons online guest reviews suck

profiles 12

Ramada Resort Wanaka: Warmth, comfort and service with a smile

SKY Guest Select: Auckland Suite Hotel converts to SKY Guest Select

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.

housekeeping

marketing 41

safety & security 42

what's hot 16

Anti-Slip Flooring: Don’t let hard, slippery floors be your downfall

human resources

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

On Being Welcoming: A perfect front-desk welcome

refurbishment

HRINZ Report: Iceland’s done it, so New Zealand could do it too

Case Study – QT Queenstown: Where mother nature meets modern design

Case Study – Rainforest Retreat: Franz Josef Rainforest Retreat’s stunning new ‘tree lodges’

Financing Refurbishment: Worried about how to finance a refurb project?

property 24

Website Rankings: What next?

technology 48

Guest Wifi: How important is wifi to guests?

food & beverage 50

Functional Function-ware: What guests want, what hotels need

Selling: Planning on selling your business? Read this first

Key - For easy perusal Commercially funded supplier profile or supplier case study Supplier information or content

PO Box 5104, Papanui, Christchurch, 8542, NZ Phone: (03) 365 5575 Fax: (03) 365 1655 mail@accomnews.co.nz www.accomnews.co.nz ISSN: 1173-0943

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

front desk fd Editor's Desk:

2018: the year of improvement

Rosie Clarke Editor, Accom Management Guide

ANOTHER YEAR, ANOTHER ISSUE, BRANDNEW TIPS! WELCOME BACK TO AMG AFTER WHAT MUST HAVE BEEN A VERY BUSY AND STRESSFUL HOLIDAY SEASON! We are hitting the ground running with some A+ ideas, discussions and tips this month, some focussed on selling your business and others focussed on growing it. Check out the jam-packed articles and write in to let us know what you think. We feed your questions back to our experts! Did you know that the holiday park sector delighted in a 4.3 percent boost on guest nights in 2017? It’s a great time to be in the holiday park industry, and HAPNZ’s Fergus Brown shares his thoughts on why in his column on page six. Airbnb regulation stepped up a notch in a recent decision made by the Queenstown Lakes District Council. Rachel Shadbolt, from AccommodationNZ discusses the matter in-depth in her page six column. We are starting to see regulation come through that targets sharing economy enterprises, and yet many industry insiders are still debating whether the online platform has a negative or positive impact on traditional providers. B&B Association NZ’s Rayma Jenkins describes her experiences traversing the world of safety and security from a hosted accom

perspective. She highlights just how different the issues are for independent hoteliers, for whom business and home are almost one and the same. Have you had any scary experiences while managing a small, boutique hotel or B&B accom? Let us know. We want to hear all about it. Send me an email direct, telling me what happened and how it felt for you as the manager. I’m calling it now: 2018 is the year of improvement, change and progress. AMG is here to support its readers, so we plan to have more useful features and articles than ever before this year! How would you like to improve your lifestyles, businesses, guests’ experiences, etc.? Safety and security is just one example of how we can look at issues faced within the different sectors of our industry and collaborate on ways to improve and problem-solve. At AMG, we’re taking an introspective look at how we can improve the quality of our content. We strive to facilitate communication between our readers and industry experts. This issue includes a special Letter from the Editor that details a few points for your consideration. Help us improve by giving it a quick read. Thank you for your continued readership and as always, I hope you enjoy this month’s AMG.

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SUMMER 2018

i industry Hospitality NZ Report:

When the disruptors get disrupted THE RECENT ANNOUNCEMENT BY QUEENSTOWN LAKES DISTRICT COUNCIL (QLDC) TO REGULATE HOW AIRBNB OPERATES IN THE REGION WAS MUSIC TO THE EARS OF MANY COMMERCIAL ACCOMMODATION PROVIDERS. For years, the industry has said these guys are an emerging and real threat, with some in the sector (such as motels) feeling the Airbnb shadow cast across their businesses long before the hotels did. Airbnb, like Uber and even the long-established Booking.coms and TripAdvisors of the world are disruptors. Googling the term produces a succinct summary of what they are - business innovation that creates a new market and value network, which eventually disrupts an existing market and value network. The term ‘permission-less innovation’ also pops up, which leads to further discussion about how traditional policy and law makers deal with disruptors. Using Airbnb as an example, this threat to traditional accommodation businesses was flagged a long time ago. Pre-Airbnb, the conversations were around similar homegrown websites like BookaBach. Numerous conversations with various councils over the last decade received vanilla responses: they weren’t seeing this as an issue, it was too hard to accurately monitor or it would be administratively onerous for little return to the council. Even concerns around visitor safety in terms of fire evacuation procedures, duty-of-care to guests and general lack of business compliance, gained little traction with the regulators.

However, in the last 18 months we have seen the conversation start to shift nationally and globally. Airbnb is not only eating into commercial accommodation businesses (a conversation that earns little sympathy) but is now disrupting longterm residential rental accommodation. The view of many is that Airbnb is turning leafy tree-lined family suburbs or residential apartment Rachael Shadbolt buildings into party zones, displacing tenants (aka, the local workers and families) and eroding communities – all issues a council has to take very seriously. The counter-argument is that Airbnb operators add variety to the accommodation offering in a region and utilises housing that might otherwise sit empty 90 percent of the time as they are only ever used as holiday homes and would never be let out long-term. Both discussions are valid and we know both sides are circling their wagons to ensure their points of view are clearly communicated during the submission process. QLDC’s decision to disrupt the disruptor is a move the commercial accommodation sector supports. Where the council needs to get to is a place that sits well with all stakeholders or, more to the point, the local ratepayers and we look forward to the discussions. By Rachael Shadbolt, GM Accommodation, Partnerships and Communication, AccommodationNZ

HAPNZ Report:

Reasons for off-peak holiday park sector growth THE HOLIDAY PARK SECTOR HAS ENJOYED A GREAT YEAR IN 2017 WITH 7,884,626 GUEST NIGHTS IN THE YEAR ENDED NOVEMBER - UP 4.3 PERCENT OVER THE PREVIOUS YEAR. We had guest night growth throughout the year and we were particularly pleased with the increase over the non-peak months. We can put this off-peak growth down to a number of factors... International arrivals continue to make up an increasing proportion of our guests outside of the December-January peak. Tourism New Zealand’s work in marketing to the shoulder and off-peak is certainly paying off for our sector. The international visitors who stay in holiday parks tend to travel widely throughout provincial New Zealand. We have also seen considerable investment in our sector with many holiday park operators developing additional built accommodation, which better meets customer demands over autumn, winter and spring. Accommodation development has been complimented by investment in visitor facilities, such as heated pools and conference facilities. All of these investments help to make holiday parks a yearround accommodation option. The strong domestic economy has also played its part, with many Kiwi families choosing traditional camping holidays over summer

ACCOM MANAGEMENT GUIDE

and the holiday weekends. Freedom camping has again been in the news over the summer months with headlines like ‘Queenstown to crack down on freedom camping’ and ‘Akaroa locals demand poo patrol to battle waste left by freedom campers’. We are pro freedom camping as long as it occurs in appropriate locations.

Fergus Brown

We have a clear and simple position on freedom camping: 1.

Freedom camping is prohibited in urban areas.

Outside of urban areas, freedom camping is restricted to selfcontained vehicles that meet NZS5465.

There is no such thing as free camping – there is a cost, whether it is to local ratepayers, DOC or tax payers. We fully support the concept that the user should pay. I think that there is a misunderstanding around freedom camping and freedom campers. Freedom camping is a type of accommodation. We know that many people who free camp will also stay in our holiday parks, DOC campsites, backpackers, motels and a range of other accommodation.

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i industry Bed & Breakfast Association NZ Report:

Safety and security issues in hosted accommodation from a personal perspective BREACHES OF IMPLICIT TRUST BETWEEN HOSTS AND GUESTS IN B&B ACCOMMODATION HAVE RECENTLY BEEN REPORTED, REMINDING US OF OUR SECURITY OBLIGATIONS TO OUR GUESTS AND, OF COURSE, OURSELVES.

guess whether our guests had come back from

These events have reminded me that our (that is, all accommodation providers, including B&B operators) obligations under the Inn Keepers Act 1962: “Subject to the provisions of this act, every innkeeper shall be liable as an innkeeper for the loss of or damage to property brought to the inn by any guest, whether or not the loss or damage was caused by the default or negligence of another guest or of the innkeeper or his servant or agent.”

if we do need to check again a little later. It also

dinner. As most walk, we could not even check on whether their car had returned. With the installation of an inexpensive surveillance camera, our life has changed. A quick check of the recording informs us whether they are at home or has a small alarm to notify us of arrivals. Now we are able to retire knowing we have checked that

Rayma Jenkins

the door is locked and the house is secure. A recent report was circulated of a couple travelling who not only left without paying but stole a vehicle nearby! Another was of a disgruntled

In the relaxed environment of a B&B or other hosted accommodation, it is easy to forget that we must be mindful of our responsibilities. Providing a lock for the guest to lock themselves in and others out is a basic requirement but if you service the rooms and, like me, like to give it a good airing are you mindful that you may be leaving your guests’ possessions at risk if you leave the door to the room open? For smaller properties, this can be alleviated by making sure access is prohibited by keeping entrance and back doors closed and locked but in the heat of summer that is not always observed.

guest arriving early and entering the property without permission by

A room safe for personal valuables and passports is relatively inexpensive and provides another level of security for your guests. At our B&B, our security was such that an iPad stayed hidden for two years in the safe (its magnetic cover stuck to the side of the safe and it was completely hidden from view!) but what about those medicines requiring refrigeration? Personally, I dislike refrigerators in the rooms so our guests share a fridge in a casual lounge, which some guests did question so we do have a small fridge that can be moved into the room to provide this security if the guest requires it.

number of properties before, we find this interesting. This means that a

Providing a safe place for guest cars is also something accommodation providers should ensure they provide. Accidents happen and once when we were not able to persuade our guest to park on our driveway, a neighbour sneezed as she was backing out and went straight into the side of the guest’s car. However, under the act, we as innkeepers are not liable for this or for loss from the car.

cc numbers, so this is an expedient precaution. In Europe, guests have

We take care of the guests and their property but we must not forget our own property and personal security. In our experience guests think of New Zealand as a very safe and secure place and we often discover that they have not secured the entrance door when they return home. For many years, we had to

If a free camping location is not available, visitors will stay in other styles of accommodation. By providing additional free camping options, it is human nature that these will be sought out by a range of visitors. Councils throughout New Zealand have a difficult job in managing freedom camping in their areas - it is not a simple issue. Bylaws are developed with best intentions and when the summer seasons hits we have seen areas overrun as visitors choose to free camp. In many cases, the people who get most upset are the locals who have lost their reserve or parking areas.

ACCOM MANAGEMENT GUIDE

finding the spare key, which was not securely hidden.At check-in, larger accommodation providers take credit card details (if not already stored) and ensure they have full contact details for the guests. However, at B&Bs this is not always the case. Most of my visitors are travelling with agents and so the hosts may be relying on the agent to have the details as often I get the comment they have never had to complete a “booking in form” before and as we are in Napier and most have stayed at a number of hosts have no details of their guests, making it impossible to trace them if necessary. If hosts are concerned about non-payment, taking the credit card number and processing it before the end of the stay is surely not offensive. Or simply ensuring that your policy states that you will use the card to take a deposit, even if very small, to check the validity of the card. Guests are even getting past booking.com and giving incorrect to provide their passport on check in. Presentation of a passport or a driver’s licence might be the future for our hosts. So few of our guests cause us concern, but in a smaller property these can cause large ramifications. There are small things that you can do to help alleviate the problems, which are worthwhile. After all, if a guest understands you are careful about security, they will have more faith that you also concern yourself for their security. ■ By Rayma Jenkins, Association President, Bed & Breakfast Association NZ

As part of continuing to develop tourism in New Zealand as a sustainable industry, we must guard against losing the support of our local communities. Although busy holiday parks are by no means full. Nationally, we operate at just under 20 percent occupancy on an annual basis. We have the capacity to host many more visitors and we provide the facilities, at our cost, to ensure that guests have a visitor experience that meets or exceeds their expectations.■ By Fergus Brown, Chief Executive, Holiday Parks Association of NZ

m management Guest Drama:

Horror clichés your accom should avoid ARE YOU AIMING FOR BEST EXOTIC MARIGOLD HOTEL CHARM BUT FEAR YOU MIGHT BE MORE OF A BATES MOTEL? Let's talk about some of the most horrifying situations accommodation providers should avoid. Rumour has it this blanket has never been washed There's nothing that will keep you awake on a freezing cold night quite like trying to figure out whether it's worth grabbing the extra blanket from the wardrobe when you've no idea where it's been. Most people have been told, at one time or another, never to use thick blankets or throws in an accom property because those things supposedly never see the inside of a washer. At least, they might not be washed daily or even between guests. There are a bunch of other 'old wives' tales' regarding accom hygiene that would send a chill down any spine. The famous ones are TV remotes and light switches; items that housekeeping might overlook on a day-to-day basis but are likely teeming with germs. There are some neat little tricks you can implement to ease guests' minds, like providing complimentary disposable slippers they can walk around and shower in, and some anti-bac wipes or spray in a cupboard or side table that they can use if they want. The anxiety might be baseless but you can settle it pretty easily. Letting guests know what time their fresh laundry was brought up is another nice idea because it gets them excited about the lush comfort you're providing and immediately tells them you care about hygiene.

aren't going to be set up well for families with young children. If that's the case, you'd best keep an ear out to make sure your regular guests aren't being annoyed by shrieking youngsters in the spa pool, or preteens hogging all the 'free' bandwidth. Don't be afraid to confront parents but you can also suggest lots of local kid-friendly activities to get them offsite and allocate 'special' pool/ spa/gym/restaurant times for them to minimise disruptions to your other guests.

Creepy crawlies, mice and fleas

Haven't you heard? They're the worst. Not to say that all kids are creepy... Just all the kids in horror movies. Especially the ones set in a hotel.

Unless they go by the name of Dr Doolittle, and/or happen to be a Disney princess, your average guest probably won't much enjoy the company of animals in their guestroom. Not to be outdone, the lobby, elevator, gym, and other parts of your property should probably also be kept clear of any little visitors. This can be easier said than done, especially if your property happens to have many outdoor components (a camping ground, perhaps). In this case especially, it's best to chat to your local pest control expert to make sure you're able to keep on top of the critters.

Maybe it's because they have a habit of sneaking around hallways, lobbies, floors, grounds... Maybe it's because they can already operate a smartphone better than us. Either way, when kids are bored or families are cramped in too-small rooms, it's a recipe for disaster. When it comes to kids, avoid the ruckus by planning, as best you can, which rooms you book families into.

When it comes to guests and their sensitive little selves, it's also a good idea to warn them about how seasonal changes might affect the creatures they come into contact with. If you're lakeside, for instance, it'd be nice to warn guests about mozzies or midges. Offer some bug spray and let them know if there are times of day they might want to avoid going for a paddle or strolling through the bush.

If you primarily cater to couples or corporate groups, you probably

By Rosie Clarke, Editor

Kids, don't trust 'em

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management m Reviews:

Five reasons online guest reviews suck YOU COULD HAVE 500 'EXCELLENT' REVIEWS, AND PEOPLE WILL STILL READ THE THREE 'TERRIBLE' ONES. LIFE IS CRUEL. If the internet is a reflection of human psychology, what does that say about our species? Here's five reasons why guest reviews suck... (even the good ones): What does this actually mean? How can you avoid disappointing people? Where do they get their expectations from? It's certainly one thing if a property has failed to measure up to the basics: clean, tidy, polite. But when a three-star motel gets a review headlined 'disappointing' with no reasons why, it's a source of frustration for managers and staff, I'm sure. One way to curb disappointment might be lowering expectations: if you haven't had a refurbishment in 20 years, you might want to remove 'luxury' from your property description. But aside from that: people need to get off their Obi Wan high horses..

2. Sensitive sleepers There's always gonna be one dopey bloke who can't figure out how to work the blackout blinds. Or a couple who requested a cheaper room but complain about the road-side noise. Or a family that neglected to request extra kids' beds beforehand so ended up bunking in with a toddler. Mattresses don't come in one-size-fits-all, so there's always gonna be folks who find your selection uncomfortable. Blankets too hot, quilts too cold, sheets too rough or too silky. Let's not get started on room temperature control. Moral of the story: even if the general consensus is a good night's sleep, you're bound to get a few guests ranting online about their lack of Zzzz.

5. Money talks, perhaps even more than guests Guest reviews that specify every extra fee they've been charged for different services or in-room beverages; perhaps wifi or extra cleaning fees, are a particular nuisance. Not so easily overlooked by future readers, those perusing your property's reviews are probably more likely not to book with you over the prospect of paying for water or wifi than the threat of a noisy room. What's especially annoying about money reveals in guest reviews, is that changing prices or doing away with wifi fees (for example) won't erase the original post. So, you better hope people pay attention to manager replies! All-in-all, guest reviews are great for getting constructive feedback: when you have lots of guests saying the same thing, often quite bluntly, you know it's something to take seriously and improve on. Online reviews are especially useful in that way because people don't mince their words in a comment section: John Smith might be passive aggressive but RoboJS77 will tell you exactly what he thinks! At the same time, people think they have a license to kill with their words online and don't contemplate the very real consequences of their comments when they're protected by anonymity. Perhaps online reviews shouldn't be so anonymous? By Rosie Clarke, Editor

3. Isolated incidents be damned. There's no such thing as a one-off mistake in online-review-land. Once someone's written up their SHOCKING, AWFUL, APPALLING experience on TripAdvisor (or the like), it becomes an experience shared by all who read it. A perfectly written response from a property manager can settle the situation but it's still an ordeal that will be read time-andtime again. Hopefully, common-sense prevails and most onlookers will take extreme reviews with a pinch of salt. But sometimes a wronged guest can really put a dent in a property's reputation. Remember that one time a double-booking meant a guest had to wait an extra hour to check-in? Or that time housekeeping dropped the ball or room service lost an order or the front desk manager was having a bad day? Well, TripAdvisor does.

4. Repeating yourself? If you have to keep using the same defences when responding to bad (or mediocre) reviews, it starts to look a bit glib. If you're getting a trend of comments on the same thing, it might do to add something to your description addressing the matter. Or else, just respond to a couple of the top comments in full and then use a shortened version for others. If you're a brand-new property training young staff, for example, it's tough to see a shed-load of comments slating customer service. Sure, the guests might not be aware of the circumstances but it doesn't help to see so many of the same criticisms. Especially when it's something you're actively working to improve. Sometimes, replying to every single bad review can come across like replying to every tweet you see on Twitter, or picking at every comment you don't like on Facebook - it might feel like a moral duty, but it's just drawing attention to negativity. SUMMER 2018

p profiles Ramada Resort Wanaka:

Warmth, comfort and service with a smile

THE SPECTACULAR OTAGO REGION ON NEW ZEALAND’S SOUTH ISLAND IS THE PERFECT ESCAPE; AN ENDLESS NATURAL WONDERLAND OF BREATHTAKING MOUNTAINS, GLACIERS, RIVERS, AND LAKES.

was offered (and jumped at!) the opportunity to move to New Zealand to take up the role of resort manager at Ramada Resort Wanaka.

What appealed to her about this part of the world? “I really enjoy the relaxed lifestyle in Wanaka and all it has to offer… In my down time you will find me enjoying the ski fields in the winter months or hiking on one of the many Otago region trails.”

In the heart of the region, and only an hour’s drive from Queenstown, you can find Ramada Resort Wanaka: the perfect base for holiday adventures and just a short stroll from Lake Wanaka and centre of the town. AMG spoke with Kaydee George, the resort manager of Ramada Resort Wanaka, and she told us: “The accommodation we offer is unique, the resort presents a choice of contemporary studio rooms, one, two and three-bedroom apartments and our pride and joy – the wonderful presidential suites.

Kaydee George

“These suites far exceed expectations, featuring stone fireplaces, wet bars, iPod docking stations, bathroom spas with in-built televisions, espresso pod machines and a private balcony complete with a jacuzzi in the 4th bedroom. The inspiration behind the three and four-bedroom apartments was; to offer our guests a style of accommodation that provides the perfect combination of luxury and comfort with all modern conveniences. Our accommodation is perfect for family holidays, special occasions as well as bridal parties, especially relevant to the region’s growing wedding popularity.” Ramada Resort Wanaka is operated by Wyndham Vacation Resorts Asia Pacific, which boasts a portfolio of 30 hotels throughout Asia Pacific. Kaydee has been the resort’s manager since November 2015, having commenced her career with Wyndham Vacation Resorts as wedding and events manager at Ramada Resort Dunsborough, Western Australia in 2012. Her hard work, talent and dedication to customer service, was quickly recognised and Kaydee soared through the ranks and appointed hotel manager of Ramada Perth, The Outram in 2014. Subsequently, Kaydee

ACCOM MANAGEMENT GUIDE

Built in 1987, the property has grown from humble origins as a 32-room motor inn. “Since Wyndham acquired the property in 2008, there have been many standout moments while expanding it into the lovely 68-room resort that it is today,” Kaydee explained.

“We are overjoyed that its popularity has risen year-after-year and we can now boast more than 85 percent occupancy year-round, and with the region’s ever-growing popularity, we expect this rise to continue. I am particularly proud that the resort has received many accolades for its focus on service and high quality of accommodation. It was a 2017 Hotel Management Award finalist in the New Zealand Regional Property category. Ramada Wanaka has recently been awarded the TripAdvisor Certificate of Excellence two years running, along with the RCI Gold Crown in the holiday exchange provider’s resort recognition program.” All this praise, along with another important accolade for resort manager Kaydee, who was recently highly commended in the category of New Zealand general manager. To make sure that the property maintains the high standard that it is known for, it undergoes a thorough refurbishment every five years; delivering consistently superior accommodation. Kaydee said: “The last refurbishment was completed in 2015 and saw the apartments transformed to reflect the alpine environment of the resort, using (as design features) the natural materials, textures and colours of the Central Otago region. Green throws and fern leaf pattern cushions complement the art-work provided by local landscape photographer Gilbert Van Reenan, presenting apartments that have a unique Kiwi feel.

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Our accommodation is the ultimate launch pad for guests; spacious, modern and stylishly appointed.”

set foot in the lobby. “Our resort hosts pre-call our guests prior to their

The resort team is made up of more than 40 diverse and dedicated professionals who all work together to ensure they deliver on their mission of making holiday dreams come true. Kaydee revealed: “All the staff are passionate about the region they live in and love to share it with guests. Whether this is secret fishing spots shared by our maintenance manager or the best local pinot recommended by our resort host! The ability to share how great the Wanaka region is along with contributing to a memorable experience for our guests is what we find exciting.”

needs.

With modern travellers wanting more unique experiences than ever before, she added: “We have seen an increase in tailored itineraries and requests for personalised experiences. Ramada Wanaka works with local businesses to offer packages where guests can experience the best of the Otago region. The resort tailors unique holiday itineraries for tastes as diverse as the ski enthusiast, the avid hiker or adrenalin addict. Today’s traveller is not simply after a bed to sleep in, we believe offering experiences that go far beyond a late check-out or a room upgrade is the key to establishing a deeper connection with our guests. “Our resort’s point of difference is the abundance of facilities, including a heated pool complete with water slide, hot tub, sauna, barbecue area and café/bar. One of the property’s most popular activities involves our new fat-tire mountain bikes, which we have onsite for hire, perfect for exploring many of Wanaka’s bike trails. Another point of difference is the offer of room service in the evenings. While it is not an extensive menu, it is heart-warming and tasty.”

arrival so we are able to customise their experience and better meet their

“Depending on the guest, our team can arrange dinner reservations, instruct them on the best way to get to Wanaka, organise an in-room massage or even confirm their pillow selection. One of our newest initiatives is themed rooms for children, where young guests can retreat to their own tee-pee with toys and books on New Zealand flora and fauna such as the Moa bird. This also allows parents to relax while their kids are playing happily and learning about New Zealand history and customs. These kids’ rooms have proven to be hit with both parents and children, with the kids not wanting to leave the room on several occasions!” It is the warmth and comfort that this team provide both physically and emotionally that is remembered by guest after guest. With online reviewers describing the staff as amazing and reporting that “nothing was too much trouble”. Friendly service with a big smile is essential to the success in this industry and Kaydee certainly leads by example. ■ By Mandy Clarke, Industry Reporter

As the Otago region gets busier and occupancies rise, according to Kaydee, there have been some challenges with labour shortages, to overcome this the team has focused on cross-skilling so there is never any area of the business that lacks manpower and the resort is able to provide exceptional experiences to all. This initiative has also proven to be rewarding for individuals as the property has seen some internal promotions within different areas of the business - beneficial to career development. The Ramada Wanaka team enjoy being able to surprise and delight guests, believing that customer service starts before the guest has even SUMMER 2018

p profiles SKY Guest Select:

Auckland Suite Hotel converts to SKY Guest Select

ONE OF AUCKLAND CITY CENTRE’S MOST POPULAR APARTMENT HOTELS, THE BARCLAY SUITES RECENTLY MADE A MOVE TOWARDS TOTAL GUEST ENTERTAINMENT SATISFACTION, CONVERTING TO SKY GUEST SELECT SERVICE. This superb, award-winning 100-room accommodation is perfectly situated within the central hub of the city, close to the Sky Tower, restaurants and shopping, and within walking distance to the Auckland Museum and Art Museum. For a luxury stay in the heart of Auckland Barclay Suites; provides guests with a home-from-home experience, in beautiful one- and two-bedroom suites with in-suite kitchens, washers/dryers, free wifi, 24-hour front desk, and the relaxing ‘secret garden spa’. In guestrooms, visitors can enjoy simple comforts and convenience featuring modern stylish furnishings, clean lines, flat-screen TVs and iPod docks.

The team at Barclay Suites believe “travel should be easy and convenient whether it’s for business or leisure”. So they provide connectivity, quality and comfort and aside from being in a great location, they offer 1GB of free wifi per day, complimentary access to a fully equipped gym, nearby parking (charges apply) and contemporary self-contained, self-catering apartment accommodation. Many suites, also overlook the city and present sweeping views of the Auckland Harbour Bridge and the sparkling Waitemata Harbour. Importantly, Barclay Suites is also on a mission to recycle, save water, reduce electricity, use earth-friendly chemicals and find new ways to green their operations. Meeting guest’s expectations and providing them with the best experience possible is on the top of the agenda for The Barclay Suites and so their operations manager, Darren Hayes, explained the reasons for the change to SKY Guest Select. He told us: “Guest satisfaction is our priority and we realised that the offering of standard channels just was not enough for our customers. We looked at an array of options to improve the service that we provide to our guests, and we decided that the SKY Guest Select system presented a very good opportunity to do this.”

What happened during the changeover process? Darren said: “As we are in a central location and have a busy hotel, we were able to change over in stages and we were able to complete this within a couple of weeks. We kept the original system running alongside the active SKY Guest Select therefore when the rooms changed over they would be live straight away because the equipment was already installed in the room. This made it a straight forward and painless process for ourselves and our guests.”

What has the guest reaction been to the change? “We have had great feedback on the install. At Barclay Suites we are fortunate to have strong guest loyalty and the feedback from

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these return guests has been very positive, they enjoy now having wider range of channels. This feedback makes the team happy and reaffirmed that the decision to go ahead with the project has been well worth it,” Darren confirmed.

Darren revealed: “I led this project with James Kenny and the Soundcraft Team. I worked with James who is the SKY Guest Select account manager for all North Island accommodation and the company Soundcraft, which performed the actual install. Soundcraft were very accommodating and understanding of the logistics of running a business such as ours and adjusted and changed tack depending on which rooms were occupied. They were solutions focused and when we hit a snag, such as having to install the Guest Select boxes on wall brackets in a confined space, they did a great job coming up with a simple solution and getting it engineered. Well done to everyone – great job all round!”

We look forward to working alongside them to bring their 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

At Barclay Suites, their aim is to provide “simple comforts, so guests can return to their apartment to relax and unwind with the conveniences of home” because travellers love all the comforts of home, wherever they are. For many, feeling at home includes having their own SKY decoder with a choice of 50+ channels of entertainment at their fingertips. Now they can, at this hotel with SKY Guest Select. ■

The SKY Business crew extend best wishes to Darren and the team at the Barclay Suites in Auckland.

ACCO Y•

Who did you work with over this process and would you recommend them?

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What have been the benefits? He said: “The wider range of channels and the higher definition on the Guest Select system has made our product more up to date and more in line with the high technological expectations of today’s travellers.”

2018 MEMBER

By Mandy Clarke, Industry Reporter SUMMER 2018

f y d n a d l o o c o l approved e v r a m n e e k t u o t s u j d n a h groovy indem g u o s t n e c e r r a l u p o p y h c a neat nifty pe e t u n i m e h t o t p u y d n e r t r e after sup RENDS IN ACCOMMODATION INDUSTRY PRODUCTS THE LATEST T

CROWN PREMIER FOLDING BED Luxurious folding bed with ultra-thick inner sprung mattress, J-Tex Sprung base system for durability, support & comfort, Complete with headboard, Designed for hotel use, 190kg User Weight, Made in the UK and perfect for your extra guests. Only $799.00 each + GST

c Archer Hospitality p 0800 663 272 e lionel@archerhospitality.co.nz w www.archerhospitality.co.nz

DURABLE CHEF JACKETS, PANTS & APRONS Quality garments direct from the wholesaler. Durable polycotton available in a full range of sizes from 2XS to 4XL. Caress Spun Polyester aprons are available in standard or custom made sizes that not only look good but will keep their colours for longer. To find out more, call us today.

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

MOBILE BEDDING, READY FOR EXTRA GUESTS

IP CAMERA SYSTEMS Secure your business with IP CCTV. Unlike analogue systems, HQ uses the UniFi network video recorder which can support up to 50 cameras installed in multiple locations on the same network, in beautiful HD. With custom motion detection zones, event recordings, email alerts, live view monitoring, disk management and analytics, IP CCTV is a modern system which will streamline your security. Let HQ do the technical bits; our technicians will install and maintain your systems and networks, so you can get on with business.

c HeadQuarters N.D.C p 0800 479 434 e support@hq.net.nz w www.hq.net.nz

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Extra bedding for larger room numbers is often an issue in accommodation facilities, especially at peak holiday times, and Haven Commercial’s Vertical Rollaway bed frame is the answer, with quick installation for extra guests. This strong, mobile bed frame, which will accommodate a ‘ready to use’ single mattress of up to 250mm thick, is able to be moved into rooms with ease, with its heavy duty 45mm ball bearing castor wheels, fold down support leg, and easy navigation through standard doorways.

c Haven Distributing Co. Ltd p 09 213 3024 e sales@havennz.com w www.havennz.com

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INSURE THE VALUE OF YOUR BEDS WITH ALLERZIP® The cost of insuring one of your most important investments is so inexpensive. Allerzip® Mattress and Pillow Protectors with BugLock® will protect your establishment’s mattresses and pillows from spills and stains, including perspiration, bodily fluids, and blood stains. Allerzip® also provides protection against airborne allergens caused by dust mites, bacteria, and mould as well as additional bite protection and water proofing as provided by the Miracle Layer™. Also fully encased providing an effective Fit’N’Forget™ barrier against bed bug infection. Less time spent is addressing bedding, thereby reducing labour costs and insuring the lifetime value of your beds. Available in a range of sizes – Single, Extra Long Single, King Single, Double and King.

c Protectabed p 0800 722 000 e www.protectabed.co.nz

w www.havennz.com

ELECTROLUX SPEEDELIGHT Discover your new productivity and savings with SpeeDelight. Enhance your menu especially around room service and deliver fantastic food options cooked perfectly every time and so easy to use. Chef worthy snacks thanks to the combination of 3 cooking technologies SpeeDelight produces food crispy on the outside and perfectly cooked on the inside. Available from Harvey Norman Commercial

c Harvey Norman Commercial p 0800 222 699 e craig.shaw@nz.harveynorman.com w www.harveynormancommercial.co.nz

THE CHARGETIME PLUS CONNECT CHAIR Offer guests the ultimate convenience and power with Ramler’s Connect Chair. Connect’s removable side tray offers phone charging connections and storage space, while its ergonomic comfort and high durability assures its brand standard status. Key features are a removable side tray with a rechargeable power bank, converts an event chair into a VIP chair in seconds and has flexible backrest with lumbar support and inbuilt coat hook

c Ramler p + 61 439 638 151 e robg@ramler.com

w www.ramler.com

The ChargeTime Plus is a uniquely designed hotel alarm clock radio, bluetooth speaker and mobile device charger all-in-one. ChargeTime Plus is loaded with hotel features that make it incredibly simple for hotels to install including pre-set time, automatic daylight savings adjustments and included security features. With an intuitive interface, guests will find it incredibly easy to use. With the press of the button guests can set the mood and fill the room with the sound of their favorite audio. Guests will appreciate the built-in USB charging ports, that allow them to charge their phone right on the nightstand with ease.

c Brantas International p 09 9667 662 e info@brantasinternational.com w www.brantasinternational.com

SUMMER 2018

r refurbishment QT Queenstown:

Where mother nature meets modern design

THE NEW QT HOTEL IN QUEENSTOWN IS THE PINNACLE OF QUEENSTOWN COOL. Located in the South Island snow capital, QT offers incomparable views over the crystal-clear Lake Wakatipu and awe-inspiring peaks of the Southern Alps. The hotel is the ultimate modern chill-out spot for pleasure seeking adventurers, families, and business travellers.

The design brief Ramler was contracted to supply luxury furnishing products to 69 guestrooms plus bathrooms, and reception. The design brief for this project was to produce high-end furniture emanating the sexiness of the world-renowned QT lifestyle brand. Under the creative direction of Nic Graham, head of the successful Sydney based studio Nic Graham and Associates, now adds QT Queenstown to his visually spectacular and hugely impressive portfolio after successfully styling the QT Sydney, QT Gold Coast and the QT Port Douglas. In collaboration with interior designer Fabio Ongarato, stylist Anna Roberts and contemporary artist Amanda Love, Nic created memorable spaces within the QT Queenstown using décor that features bespoke carpet and furniture. He has kept in-line with a retro ski theme using large ski murals featuring women skiing over hips and breasts. Unapologetic graphics like this, displayed in the lobby and elevator areas, bring mother nature and

ACCOM MANAGEMENT GUIDE

refreshing modern design to the forefront. Ramler International Australasia’s very own Rob Gilshenan told AMG: “We are really proud of our products’ quality finish and the partnerships we have with our project delivery teams that delivered this first-class hotel. The Ramler joinery team worked in the rooms to fit all customer-fixed pieces and install all loose furniture products three weeks before the hotel opening. Completion of the project was on time, which was critical for Event Hospitality and Entertainment, and within budget expectations.”

Stunning bespoke QT décor Ramler fit each of the 69 QT signature guestrooms with a bedhead leather pouch, mirrors, TV bench, sofa bed, bedside tables, coffee table, wardrobe, and a quirky minibar holding the QT’s own branded whisky, local wine, pocket hotties, cans of tinned show and merino socks. Each bathroom also had custom-built double vanities installed. The stunning, round LED mirrors created a picturesque feature focal point for the bathrooms. Adding warmth, depth and sheer beauty to the lobby space, Ramler employed a textured Jurassic Marble counter and matching circular floor piece under the fireplace round. Another statement piece is the wood log feature wall, framed in a crafted cabinet. However, it’s the complete joinery custom graphic wall that resonates most with QT Queenstown’s famously eclectic style, communicating a sense of nature, freedom and adventure to guests checking in.

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Processing design bliss

Uniform costumery

Ramler worked closely with Nic Graham’s team to refine and custom manufacture a number of newly designed guestroom products. The products incorporate highly specified lighting elements, well-crafted upholstery with fabric detailing the original custom metal finish and colours.

Adding to QT Queenstown’s design experience is the styling of the hotel’s staff. Their ‘costumes’ have been ingeniously designed by renowned costume designer Janet Hine; well-known for her costume design at Granada Media and Costume Couture. Creating a theatrical approach, staff outfits complement the playful and cutting-edge style of the hotel, making an impact for guests upon arrival.

Ramler’s onsite project delivery team consisted of road freight logistics from Christchurch, install placement labour loading into the hotel floors, skilled joinery tradesmen, and a project management supervisor.

Conceptual awe Interior designer Fabio Ongarato said of the overall concept: “It reveals a multitude of experiences and individual memories, each told from the perspective of awe-inspiring scenery. We celebrate the diverse appeal of the area and its rich and dynamic landscape of journeys waiting to be explored.”

RAM077/171222

Inside the intimate collaboration between Event Hospitality and Entertainment and Nic Graham and Associates, Ramler created product prototypes for review and sign-off before moving to bulk production, customer-fixed and loose furniture products.

WORLD CL ASS FURNITURE DESIGN From banquet chairs and barstools to buffets and bedheads, our bespoke furniture solutions express the personality of your brand and provide unique comforts to your guests. Working with designers and architects, our in-depth experience delivers innovative designs on-time and on-budget. An industry award-winner and supplier to premier hotel brands around the world, we collaborate and turn visionary designs into elegant ergonomic reality.

LEADING THROUGH INNOVATION

www.ramler.com Call Rob Gilshenan now to learn more. +61 439 638 151 | robg@ramler.com

SUMMER 2018

r refurbishment Case Study – Rainforest Retreat:

Franz Josef Rainforest Retreat’s stunning new ‘tree lodges’ NEW ZEALAND’S SOUTH ISLAND IS ONE OF THE MOST STUNNING PLACES ON EARTH, IT’S A DRAMATIC, GLACIALLY CARVED LANDSCAPE OF CRYSTAL CLEAR LAKES, MAJESTIC FIORDS, CLIFFS THAT ARE THOUSANDS OF FEET HIGH, ERUPTING GEYSERS, AND A LAND WHERE FIERCE AND NOBLE MAORIS TEACH VISITORS ABOUT THEIR CULTURE AND TRADITIONS. Adventurous, inquisitive visitors flock to the west of the island to experience the Franz Josef Glacier where they can hike, heli-hike, or ice-climb. In Franz Josef village, nestled in native bush, they can find the captivating Rainforest Retreat accommodation. Rainforest Retreat offers an extensive range of accommodation and experiences; built to embrace its unique environment. AMG spoke to Oscar Morgan, the general manager of the property and he proudly revealed to us that the retreat has just unveiled a newly developed deluxe range of rooms. Oscar told us: “In December 2017, we opened our spacious and stylish studio deluxe tree lodges. Here, with their large and spacious decks, guests can truly immerse themselves in nature. Each lodge is individually positioned for great views, with 16 rooms raised to the level of the forest canopy, and we also offer three easily-accessible ground floor rooms. “There are six, huge two-bedroom deluxe tree houses, with bedrooms on either side of a lounge/kitchen and a private hot tub on the deck, the remainder are studio deluxe tree lodges (more spacious) and deluxe tree huts (more petite). We've designed and built all the rooms to be as environmentally friendly and low impact as possible, the fit outs are luxurious, but we have used materials, and furniture, in a thoughtful way to create a modern rustic and cosy feel. “The new accommodation complements our existing Rainforest Retreat tree huts, tree lodges and family tree houses, meaning that we can offer a wide range of accommodation configurations to suit all sorts of travellers and groups.” In addition to the tree houses and cabins, the property also offers a holiday park, with powered camper van sites, motel rooms and the

Flashpackers (this recently won the Kiwi Experience People’s Choice Award), there is also an onsite bar and restaurant. “We are very versatile and whether visitors are travelling on a budget, exploring in motor-home, needing some civilisation after roughing it, or passing through and wanting a bite, we offer something for everyone,” Oscar stated. Oscar Morgan has recently celebrated his 10th anniversary at Rainforest Retreat. Originally from the UK, he arrived in New Zealand 14 years ago to manage a small property in Franz Josef, after spending many years working in UK tourism and hospitality. Oscar, loves living here with his partner Kelly Bartlett and their three awesome kids, aged four (Shae), five (Ella), and six (Bede). It’s a special place, he shared: “Kelly used to jointly manage the park with me and now works part time helping me out in the office and is a full time super mum. The kids love helping to welcome the backpacker busses and will all tell you the monsoon does the best pizza in the world. “Ella is one of a very small and special club as she was actually born in Franz Josef in my living room, Shae was born in the back of an ambulance on the side of the road in the middle of nowhere and Bede was the only one that got to Greymouth hospital to be born. It’s the joys of living in a remote location.”

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Oscar & Kelly with Ella, Bede and Shae

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Bespoke, Montreux Furniture at Rainforest Retreat He added: “The rapid growth of the hospitality and accommodation industries in New Zealand to support its tourism sector has meant the mass-produced imported

With their dedication to making high quality New Zealand-made furniture and a firm focus on environmental sustainability, Montreux Furniture supplied all of the strong, comfortable and stylish lounge furnishings found at Rainforest Retreat Franz Josef. In such a stunning natural environment, it was important that the raw materials were sourced from local, sustainable supplies. Andrew Hopping, from Montreux Furniture, confirmed: “All Montreux framing uses Southland Beech, a hardwood taken from second-cut growth, which ensures a quality end product with natural strength and durability. “Our beech is supplied by a Southland-based company

product are less attractive to operators. Instead, they demand a product tailored to their requirements, which is something we can do as a boutique manufacturer.”

which is the only NZ native timber supplier to hold the internationally recognised certification FSC (Forestry Stewardship Council) for its forestry and processing operations. We also use premium New Zealand leathers from Tasman Tanning.” Andrew stated that for each project they can provide: quality, practical, timeless, bespoke designed pieces.

structural integrity A formula of sustainable Southland beech framing with steel springing and timeless design.

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www.montreux.co.nz SUMMER 2018

r refurbishment Case Study – Rainforest Retreat:

He confessed: “Rainforest Retreat has grown considerably, and I have grown with it! I have a passion for professional customer service excellence, but I also believe that it’s important for staff to feel comfortable, be themselves and to have fun at work. I’m convinced that engaging personalities and positive attitudes matter most in this industry and you can't teach these qualities. “I feel I’m a good fit for my role as general manager because I don’t stress easily, and when we potentially have over 400 people staying, it can be a challenging place to manage! However, I can’t take credit for the new build because the project was a team effort between myself, project manager Mark Nicholson and director Mike Warren. “All three of us had a mutual drive to develop and grow the business while working well as a team but I must give a particular mention to Mark Nicholson. He put in an incredible about of work to make sure the project ran smoothly and that no details were overlooked. In fact, all the builders and contractors came together in a fantastic way and it truly shows in the workmanship.” The reaction to the finished project has been far beyond original

expectations and Oscar admitted: “I truly believe we have created something very special. It was such an achievement to finish. We rolled out three new rooms each week and it often felt like The Block NZ with such tight deadlines, but we did it.” The feedback from guests has been incredible. “Seeing the wonderful guest reviews has given me an enormous buzz. Some have been especially memorable, like the recent Californian couple who sadly lost their house in the fires; they told us that their stay helped them relax and ease the trauma a little. They also asked for our architect’s details as they want to replicate our style for their new house – that’s a massive honour!” Oscar continues to be motivated and inspired, and he is looking forward to future projects at Rainforest Retreat. “Mike Warrens vision to keep growing the business never stops, as soon as we finish (or get close to finishing) one project, the next is in full swing. “We have just opened a glamping villlage and we have plans to build a new kitchen for the restaurant, with other new ideas for development.” ■ By Mandy Clarke, Industry Reporter

Admire interiors compliment Rainforest Retreat’s unique environment Admire InteriorsCommercial produced the beautiful, nature-inspired fit-out for Rainforest Retreat Franz Josef that included bedding, linen, soft furnishings, multiple blind options, drapery and room accessories. The client benefitted from Admire Interiors’ expert services with the company manufacturing, suppling, and installing the bespoke designs in addition to overseeing the full onsite delivery of their scope of works.

Tony McIntyre, the general manager of Admire Commercial, told us: “It was with pleasure that Admire Commercial was engaged for the refurbishment of Rainforest Retreat. Our clients’ brief was to supply soft furnishings, fittings and equipment that complimented the unique environment of Franz Josef. Designer Erika Jepson from Admire Interiors was the lead on this project. She said: “I have seen a recent movement back towards earthy and rustic tones to compliment

ACCOM MANAGEMENT GUIDE

the environment and there is a strong trend towards introducing metals such as

cooper and brass’s combined with fabrics and paint tones of golds, greens and browns.”

refurbishment r Financing Refurbishment:

Worried about how to finance a refurb project? HERE’S SOME QUESTIONS AND THOUGHTS TO TAKE ‘TO THE BANK’, SO TO SPEAK.

codes and legislation. You don’t want surprise fees and complications

Pick your battles

find that your property requires more urgent refurb in other areas that

When it comes to funding a refurbishment project, the first crucial consideration has to be: what needs refurbishing and how much is it going to cost? Obviously, different projects have different associated costs and you might not be aware of many of these costs.

better you can prepare.

For example, environmentally friendly upgrades come in all shapes and sizes. Whether you’re thinking about installing solar panels, more efficient appliances, a new EMS or something else that targets lowering your property/business’s carbon footprint, the price tag will differ. Depending on your region and situation, you might even find that there are grants available or other means of funding a project that prioritises sustainability. This type of refurbishment also includes things like lighting, windows, flooring, and can include almost every aspect of an accommodation business so it’s a vast segment of the refurbishment pool. Get lots of quotes, speak to your local council and/or property collaborators (whether you work with owners, interior designers, or anyone else).

you may need to factor disruption into your financial preparation. How

cropping up when you’re mid-way through a refurb. You might even curtail your plans for a quick freshen up. The more you know, the

You should also be able to get figures on outlook post-refurb and weigh those up against the initial cost. How quickly should you be able to recoup the initial installation/upgrade fees? This should play into your budget.

A toll on staff and guests Depending on the size and scale of your proposed refurbishment, many rooms or areas will be out-of-action at any given time? Are there likely to be noise complaints? To counter-act any complaints about customer service, will you need to increase staff numbers or hours? Will you have to package special discounts or loyalty rewards to keep your guests happy? On the flip side, how will the refurb immediately benefit your staff/guests? Are there ways to monetise the impact? By listing as many pros and cons to staff and guests at the prospect of a refurb, you’ll be able to foresee how money might play a role both during and after the refurbishment. You can even talk to financial advisors or suppliers about these things, and how they might factor into a quote. For example, having set hours for loading/installation/ construction to minimise noise, or an opening function to celebrate a new F&B refurb.

Planning to plan a refurb

Eye-balling a long-term future

There’s a finance industry for a reason. Don’t be afraid to get financial advice in the planning stages of your refurbishment. There are lots of different financial advisors within and around the accommodation sector who can help you organise a budget and point you in the right direction when looking to obtain funding. If you’re in a niche accommodation type, or work in a management rightsstyle arrangement where financial decisions need to be made by committee, there’s even more reason you should look to a financial advisor for assistance – particularly one with lots of experience in accom.

Don’t just think about the next couple of years when you’re eyeing

Another key step in the pre-planning stages, is to make sure any potential projects you’re looking into are possible. Get all the proper checks done to make sure your building is fully compliant with all

Are the refurbishments you have planned taking you into the future,

up refurbishment projects. Think about the next two decades and what upkeep the building is realistically going to require. Also think about the direction we are heading towards as an industry and how this will inevitably play into consumer decision-making and the accommodation market more widely. Technology, automation, green energy, local community-building; we’ve seen these trends forge ahead over the last few years and there’s no sign of any great slowdown.

or holding you back? If you’re not sure, you need to get back to the drawing board and do a little bit more research. ■

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CREATE • INSPIRE • ADMIRE SUMMER 2018

p property Selling:

Planning on selling your business? Read this first A FAMILY-OWNED BUSINESS MAY BE PASSED ON TO A SUCCEEDING FAMILY MEMBER, WHILE A LARGER BUSINESS MAY BE SOLD TO AN INTERESTED PARTY IN THE INDUSTRY. REGARDLESS OF THE INDIVIDUAL CIRCUMSTANCES, ANY TIME A BUSINESS OWNER IS PREPARING TO SELL, THERE ARE SEVERAL TASKS TO ACCOMPLISH THAT HELP TO ACHIEVE A SMOOTH TRANSITION.

Preparing to sell Before negotiations can begin, or a fair price can be set, the business needs to address its finances. Getting financial details organised and up-to-date will make a big difference in helping you and potential buyers get an accurate picture of potential profits.

Compile finances

Here’s a look at five reasons why you might want to consider buying management rights or a motel business

Potential buyers will want to peruse financial statements prepared by your company’s accountant(s) or accounting firm to know whether they’re purchasing a sound, profitable business. If your asking price doesn’t fairly reflect what your company’s profits and financial state is, it may be difficult to find potential buyers. To ensure your business’ resources are in good standing, consider doing the following: •

Selling assets your business no longer uses

•

Cease investing in long-term projects that require consistent funding

•

Utilise a business advisor to devise a realistic financial outlook for the business.

Address staffing issues Resolving staff problems before putting a business up for sale can go a long way towards developing the buyer’s confidence in your business’ operation. If buyers detect difficult employee relationships, they may be put off and decide not to enter negotiations.

•

Decide your future role Some business owners choose to remain involved in their company’s operation after it has sold and some choose to cut all ties completely. If you do choose to remain involved, there are a few ways you can do this: •

Retaining shares, which ensures that you still earn an income whether you’ve entered retirement or have started another business venture.

•

Retaining a role in operation. Some business owners step back from management but remain in an advisory role or as a consultant.

Create a business plan If you don’t already have one, create a comprehensive business plan that essentially lays out how your business is run efficiently, that it has good leadership and management and your plans for growth if you hadn't decided to sell. Potential buyers will likely ask for this information so they can get an idea of where you see the business heading.

Utilise a business broker A business broker can help you find and negotiate with potential buyers so you can focus on the pressing needs of your business as you prepare to sell. Selling is not only time-consuming, but it also requires the knowledgeable expertise of a specialist. Business brokers:

Ensure you profit as much as possible from the sale of your business.

Selling your business Once sufficient preparations are made by you and your hired business broker, the selling process can begin with negotiations. A business broker will help you set a fair selling price that’s based on several factors including; current competition, perceived and current market value and the financial state of your company. They’ll also help you sort out the tax implications. Although New Zealand has no capital gains tax, there are other tax-related factors to consider, including taxes you may owe for selling shares or assets. In these cases it’s a good idea to consult with an accountant.

•

Have an excellent idea of the current market in your business’ industry and can gauge the likelihood of your business being able to sell based on existing competition.

When a business owner completes these steps, it can help make the transition a smooth one so that the company can continue experiencing ongoing success after the torch has been passed.

•

Can put together a comprehensive marketing campaign for attracting potential buyers.

By Aaron Toresen & Bruce Cattell, Directors, Link Business Franchising

ACCOM MANAGEMENT GUIDE

NZ’s Leading Business Brokerage The Accommodation & Tourism Experts Fabulous Lifestyle Opportunity

ref: 20242

Leasehold Motel Central Otago

The bundle includes • A large restored villa, 3 bdrms with an opportunity to add apartment below • 9 unit motel with separate office/ reception/storage - all unit titled • 806m2 section on separate title with own egress. Develop and sell or land bank for further accommodation

Location: Paihia, Northland Asking Price: $1,800,000

This business is capably managed by one person. To suit lifestyle choices, the current owner chooses to trade for 9 months p/a.

LINK Northland Jenny Blain / 021 455 421 Michael Osborne / 027 242 6881

Paradise on Waterfront - Freehold Investment

ref: NL00081

Located on route to the famous lighthouse at Cape Reinga • Elevated prime land • Freehold land and buildings • 0.3465hectares land • 9 unit motel • Backpacker villa with 5 rooms • 3 bedroom owner’s home Live the dream with safe harbour and boat ramp on your doorstep.

Location: Far North Asking Price: $2,100,000

LINK Christchurch & South Island Murray Schofield 021 252 5565 / murray.schofield@linkbusiness.co.nz

Freehold Motel, Mount Maunganui

Location: Tauranga Asking Price: POA

ref: EL00736

The expansive views mesmerise guests and owners alike. Positioned with all day sun, guests can soak up the panoramic vista of the Gulf and its islands with uninterrupted views.

LINK Auckland, Ellerslie Lindsay Sandes 021 895 940 / lindsay.sandes@linkbusiness.co.nz

Freehold Going Concern

ref: EL01007

The complex is set on 2 acres with sweeping views of the surrounding mountains and only a short stroll to the banks of the Clutha River and the Central Otago Rail Trail. This is a great opportunity for a new motivated owner to develop the business and reap the benefits of a growing tourist market.

LINK Auckland, Ellerslie Jono Jarvis 021 177 9760 / jono.jarvis@linkbusiness.co.nz

ref: EL00531 Don’t compromise on perfection. You need look no further for the very best management rights business in Taupo. Sacred Waters Luxury Apartments is one of only two 5 star properties in the region.

Location: Waikato Asking Price: $1,350,000

This magnificent property offers the ultimate in lifestyle upgrade. This is an exciting, busy and luxurious opportunity in the tourism accommodation industry; it certainly has that unique factor.

LINK Auckland, Ellerslie Ray Hart 021 335 488 / ray.hart@linkbusiness.co.nz

Wairarapa Motel In the Heart of Wine County

Lake Roxburgh Lodge is located near the picturesque Central Otago town of Roxburgh and a close drive from both Queenstown and Dunedin.

Location: Central Otago Asking Price: $795,000

There is liquid gold in both directions of the motel: the white sand beaches of The Mount and the largest shopping mall in the region and the Baywave swimming complex.

Sacred Waters

A freehold going concern lodge hotel with panache and numerous accolades awaits a new owner. This luxury, boutique, award winning and purpose designed lodge must be viewed to understand the significant appeal, backed with consistent sound income.

Location: Auckland Surrounds Asking Price: $4,700,000

ref: EL01154

Seldom do we see a freehold motel in this region come to the market. The Bay Palm Motel will be a very attractive proposition for any investor; located in the heart of one of New Zealand’s tourism hotspots.

LINK Auckland, Ellerslie Gordon Fridge 022 156 9330 / gordon.fridge@linkbusiness.co.nz

LINK Northland Jenny Blain / 021 455 421 Michael Osborne / 027 242 6881

Sumptuous Lodge, Waiheke Island

Location: Cromwell, Otago Asking Price: POA

ref: CS00125

Gold bought the prospectors to this area and it is easy to believe there is still gold here with this very profitable, easily managed and well-appointed 15 unit motel. Located in close proximity to the excellent fishing available at Lake Dunstan and right next to the golf course. This is a dream opportunity to be part of the hot tourist triangle in the area. Excellent owner’s accommodation completes a perfect picture.

ref: WL00110

• 16 unit leasehold property • 7 independent apartments under management contract • Easy access to Wellington, rural lifestyle, great schools • Great opportunity to grow further

Location: Southern Wairarapa Asking Price: $495,000

• This is an ideal opportunity to boost the performance of an excellent Motel business

LINK Wellington Dave Morgan 021 471 992 / dave.morgan@linkbusiness.co.nz

LINK New Zealand 0800 546 528 linkbusiness.co.nz

WORLD’S NO.1 BUSINESS BROKERAGE

All LINK NZ offices are Licensed REAA08

h housekeeping Space Saving Products:

Bed solutions: saving space in style WHAT DO LAND PRICES, VISITOR NUMBERS AND THE VALUE OF TOURISM TO THE NATIONAL ECONOMY ALL HAVE IN COMMON? They’re all contributing to the growing number of shrinking hotel rooms and consequent need for space saving solutions – starting with non-negotiable items such as beds. Land prices across the country have soared over the past decade, with many hotels being forced to compensate by maximising the number of rooms available. The last two years have consistently seen more than 10 percent growth in property prices around New Zealand. Auckland’s average home has scaled the $1 million mark. So it’s not a huge shock that hotel rooms have decreased in size. Breakfree on Cashel in Christchurch advertises its smallest room at just 10 square metres. Even smaller rooms inside ‘capsule hotels’ are starting to pop up around the world, offering space to sleep and not much else. With rooms this tiny, designers have no choice but to forego unnecessary furniture and creatively capitalise on space. “As a result of the high cost of land, you’re seeing smaller room sizes, but balanced with good design,” AccorHotels chief operating officer Simon McGrath commented in a recent post published by Commercial Real Estate. Industry consultant Peter Hook told AMG that there’s a whole generation that prefers quality space over a big room, indicating that use of space is perhaps of more value than the amount of space itself. With numerous premium space saving bed options on the market, it’s not only hotels with a tight space or budget that are seeking out space saving beds, but also those that appreciate great design, functionality and convenience.

Spoiled for choice While the term ‘space saving’ may initially draw the mind to a vision of bunk rooms, there are a multitude of clever options on the market that are modular and expedient. We’ve done some of the research for you. Roll-away, pack-down and stand-up beds. While the word ‘flat-packing’ is enough to send shivers up anyone’s spine, it’s not always painful. Beds that are easily stored or moved are a great solution. Some of the beds available, for example, come flat-packed and claim to be easily assembled within 15 minutes. When it comes to flat-pack furniture, it’s important not to skimp on essentials. The bed should be versatile and robust, with a steel frame that can withstand several hundred kilograms. It should have adequate support for a mattress, with any weight bearing slats or wire placed close together to prevent sinking. Look out for features like strap systems that secure mattresses in position, allowing beds to be stored in an upright position. While this does limit mattress choice, it means that an appropriate mattress is being purchased for the frame. Other companies have options for upright folding beds, stand-up beds on wheels, or temporary bedding solutions that fold to full-size bed height.

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Bunk and loft beds While bunks have traditionally been an easy way to accommodate kids, they’ve become a trend that extends beyond one’s youth and even into luxury rooms. Some bunks are versatile enough to split into two separate individual beds, meaning a room can be reconfigured when required. With a proper mattress and safety precautions, there’s no reason a queen-sized bunk bed can’t be a drawing point for adults. One important consideration is the height of the bed, with a luxury bunk allowing a tall adult to sit upright on both the top and bottom bunk without hitting their head or hunching uncomfortably.

Foldouts and trundles Foldout beds and trundles stored beneath beds can allow guestrooms to double as family accommodation, and don’t necessarily mean a compromise on comfort. Foldouts or ‘sofa beds’ are a particularly great space saving option. Designs that act well as a lounge and have trusted mechanisms, fabric and material options, as well as a pocket spring mattress, are one great way to utilise space.

Design and comfort Using space saving furniture doesn’t mean compromising on style. In many cases, furniture that’s flat-packed or custom made for a space allows for greater creative choice, with a buyer able to choose a wood or metal frame, upholstery, headboard and feet or casters to suit a room’s existing aesthetic. Frames come in all shapes, sizes and materials. According to one commercial furniture manufacturer AMG spoke with, ash and oak are two of the most popular wood options among their clients. Ash is hard-wearing yet delicate in appearance and works well together with hard metals. Oak, on the other hand, oozes character but marks easily. In terms of metal, the most commonly used options include sturdy steel and wrought iron. While textures and hard materials contribute significantly to the aesthetic of a smaller space, space saving isn’t a good reason to spend less on

housekeeping h

items like mattresses. Bunk beds, for example,

Luggage trays. While pushing a bag under a bed may sound simple, it can be challenging for older guests or those with heavy luggage. Under-bed luggage trays with built in caster rollers make it simple for guests to stow their luggage and also encourages them to utilise the space. Simple wooden and wire trays can be purchased from several suppliers across the country.

are notorious for poor mattress quality but why should they be? The bed is the one thing guests are guaranteed to use. Many brands run commercial lines that don’t skimp on quality and cater to a range of budgets and requirements. Every guest deserves the same quality of comfort and sleep, whether they’re a

Drawers

child sleeping in a bunk bed, a couple using a foldout, or the lucky ones staying in the master

It goes without saying that drawers are a great utilisation of space. Some brands offer under-bed lockers that open with two separate doors, can be locked using a standard padlock, and feature a cable hole for easy charging of electronics.

bed. With zip beds, roll-aways and fold-aways, as well as bases with casters and gliders, beds can be both comfortable and functional.

Audacity for capacity More hoteliers are stepping away from traditional luggage storage and thinking of bold ways to maximise space. With the rising popularity of hostels, there are a multitude of under-bed storage options available to stop luggage becoming a hassle or a hazard.

Whether space saving out of necessity or choice, hotels have a range of choices available to them that don’t just fulfil a purpose, but contribute to a well-rounded service that will have both hoteliers and guests sleeping easy. By Lauren Butler, Junior Industry Reporter

HAVEN COMMERCIAL

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

Haven Distributing Company Limited 7E ORBIT DRIVE, ROSEDALE, AUCKLAND, 0632 PO BOX 924, WHANGAPARAOA, AUCKLAND, 0943 PH: +64 (9) 213 3024 FAX: +64 (9) 479 8476 EMAIL: sales@havennz.com WEBSITE: www.havennz.com

SUMMER 2018

h housekeeping Ethically Sourced Products:

The ethical hotel room… a look at Fairtrade products HOTELS HAVE TO CONSIDER GUESTS WHEN IT COMES TO HOTEL PRODUCTS, BUT HOW OFTEN DO THEY CONSIDER THOSE WHO PRODUCE, FARM OR MANUFACTURE THE PRODUCTS IN HOTEL KITCHENS, GUEST ROOMS AND BATHROOMS? Resort News looked into Fairtrade products and how they not only benefit workers around the globe, but guests in Australian and New Zealand hotels as well. Fairtrade products are described as being “about better prices, decent working conditions, local sustainability, and fair terms of trade for farmers and workers in the developing world.” To many Australian and New Zealand consumers, the Fairtrade mark is a mark not only of ‘fairness’, but also of genuine quality. According to research undertaken by Fairtrade Australia and New Zealand (AU & NZ), there are over 3000 Fairtrade-certified products found across Australia and New Zealand, with over 1226 Fairtradecertified producer organisations across 74 countries worldwide. In a booklet aimed at hoteliers, Fairtrade recently stated that: “Everything in the room, from the cotton in the towels, linen and pillows to those friendly welcome chocolates, could carry the Fairtrade Certification Mark. A mark of fairness, of quality. With informed choices, everything is

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possible.” Not only can these products change the way a guest experiences a hotel, but according to Fairtrade: “These small changes can make a big difference to the livelihood of someone on the other side of the world.”

Why should hotels consider using Fairtrade? Guests appreciate Fairtrade. According to Fairtrade AU & NZ’s research, 78 percent of New Zealanders and 50 percent of Australians recognise the Fairtrade symbol when they see it on product packaging or menus. With more New Zealanders and Australians becoming globally and environmentally conscious, Fairtrade products are an important aspect of many people’s decision-making when it comes to purchases, and could considerably set a hotel apart from the masses. According to the report produced by Fairtrade for hoteliers: “Using Fairtrade-certified products will create a name for your hotel. Not the one that is now above the door, of course, but one that is recognised in the hotelier world. A hotel that represents change. A hotel that says fairness is worth the extra effort, and this is something both you and your guests will feel better for.” There are a range of premium products available at reasonable prices. It’s a common misconception that Fairtrade products are available at a premium, when in fact the opposite can often be true.

Itâ&#x20AC;&#x2122;s Hip to be fair. One Fairtrade is so hip that in just a few short years we've brought the Fairtrade message directly to over 8.3 million hotel guests. That's 8.3 million beverages for which the farmer got paid a fair price, and the same 8.3 million beverages that left guests with a smile on their face, from these great tasting drinks.

For free samples or pricing please contact your nearest Health Pak distributor, or call contact us directly at: ph. 09 579 6268, email. info@healthpak.co.nz

www.healthpak.co.nz

h housekeeping Ethically Sourced Products:

Fairtrade products are often premium quality, but without a premium price-tag. Products can be purchased in bulk from reputable Fairtrade sources, making them more affordable to large establishments, and according to Fairtrade, their use is profitable for both hoteliers and those growing or manufacturing the products. Hotels can continue using current suppliers. According to Fairtrade, hotels can consider using existing suppliers, as long as their suppliers ensure that the cotton or ingredients in products are Fairtrade-certified; however, changes can involve time and patience. Local Fairtrade foundations may be willing to assist both hotels and suppliers in the process of change, so it’s worth hotel owners, managers and decision-makers doing their research. It simply helps. In Australia and New Zealand, workers, farmers and manufacturers are fortunate enough to have standards of practice that ensure they work in healthy and sustainable conditions, with serious ramifications for businesses that do not operate in compliance with standards. By purchasing ethically made products, hotels can extend this privilege across the globe.

Where should hotels start? Start a conversation with suppliers. Hotel owners, managers, or decision makers can pick up the phone and have a conversation with existing suppliers – they may be surprised to find out that a number of Fairtrade products are available at a similar cost. Give guests a choice. The switch to Fairtrade doesn’t have to happen overnight, and the choice can be left to guests. By providing both Fairtrade and existing products to guests and noting which products are being used, a hotel may gage guests’ demand for Fairtrade products. According to the Fairtrade report for hoteliers, hotels have experienced overwhelming demand for Fairtrade products, which was only realised when the option was provided to guests.

What products can hotels switch? Products hotels could consider trialling or converting include: • • • • • •

Cotton towels Linen Apparel Welcome chocolates Shower products Mini bar items ACCOM MANAGEMENT GUIDE

• • •

Tea Coffee Restaurant ingredients

Currently, only one percent of Australian and New Zealand Fairtrade product sales included cotton products, with the biggest Fairtrade categories being chocolate, coffee and tea. With hotels utilising so many cotton products, figures would suggest that cotton linen, towels and apparel would be an excellent starting point for hoteliers.

Industry view: Jimi Kennedy-Grant, Healthpak More and more, hoteliers and guests want to do the right thing. As a result of this, a wider and greater selection of ethical and more environmentally friendly products is now available. For the last seven years, I have been working with Fairtrade Australia and New Zealand to develop and package portion controlled beverages specifically designed for the accommodation market. I have seen more than nine million Fairtrade products land in the hands of guests, both here and in Australia. The initial growth for Fairtrade was primarily independent-operated hotels and motels, where the owner wanted to make a personal decision to stock ethical products wherever possible. In recent years, however, they have started to become much more mainstream as multinationals also want to adopt a similar vision as part of their evolving brand standards. Much of this is driven by guest feedback, with an ever-increasing number of guests recognising the importance of ensuring that their trip not only benefits themselves, but is also environmentally and ethically sound wherever possible. Naturally, when they visit New Zealand they want to have products that celebrate and champion the local environment as well as ensuring that it is ethically sound. The Fairtrade logo and associated understanding of Fairtrade products also has extremely high levels of brand recognition. This is particularly true of visitors from Europe, where Fairtrade is now recognised by 90 percent of the population. As guests become more acute in their understanding of the environment, we are finding customers want products that offer a real tangible difference and not just fluff. By Lauren Butler, Junior Industry Reporter

housekeeping h Interview – ConfidentCare:

TRENDING: An interview with industry supplier, Paul Rae A BRIGHT CHARACTER WELL-KNOWN TO THE INDUSTRY, WITH OVER 30 YEARS’ EXPERIENCE IN THE ACCOMMODATION SECTOR, PAUL HAS A WEALTH OF KNOWLEDGE AND PASSION TO SHARE WITH OUR READERS. HE SPOKE WITH AMG ABOUT THE ILLUSTRIOUS JOURNEY HE TOOK, ALONGSIDE CO-FOUNDER AND WIFE MICHELLE, TO LAUNCH A SPECIALISED ACCOMMODATION INDUSTRY PRODUCT SUPPLIER, CONFIDENT CARE. “After years in the lingerie and hair fashion market, I agreed to help out for a few months in an industry I had used but knew nothing about, tourist accommodation. I found a passion for the accommodation industry and the people involved. Thirty years later, I am still here,” he recalled. “Michelle and I launched our company, ConfidentCare NZ Ltd in 2010.”

Share some of the challenges and benefits to working in this industry… “The biggest challenge in this industry is convincing clients to buy quality over volume: look forward, not just to next year. Our challenge is to supply quality products that last the test of time, educate our customers about new products and methodologies and, most of all, listen to issues and try and develop a solution. “The biggest benefit is that it is generally a fun industry.” What issues are having the biggest impact at the moment?

Paul and Michelle Rae

Remember, your head has seven holes in it that leak each night – do you want to sleep in other guest’s dribbles? And that’s without going into the details of the other guests leaking bodies. “Chemical-free cleaning. New Zealand management still has a way to go to appreciate the benefits of chemical-free cleaning: better for the environment, healthier for staff, higher standards of cleanliness, quicker with less effort, and overall huge money savings. If you can’t drink what you use then maybe it’s telling you something?” By Rosie Clarke, Editor

LUXURIOUS & ECOLOGICAL

now that‛s a solution!

“Cheap and nasty product. Like NZ politics, a lot of the property managers and owners, do not think a decade ahead, they are only concerned about the next bottom-line, so the old adage, ‘you get what you pay for’ is never more true than in our market. The bitterness of poor quality lingers long after the sweetness of low cost is forgotten. “Another issue is education, which I feel is sadly lacking for the new entrants that are buying an accommodation business as a home and an income source. There may be help and assistance but a lot of our new owners are unsure where to go.”

Product recommendations and tips… “There are no exclusive tips as this is not a ‘rocket science’ industry: put yourselves on the other side of the reception desk. Guests want a good night’s sleep – a quality bed - and a good shower – quality bathroom linen - and fast, accessible internet. “To the managers and owners out there: stay in your rooms, have a shower, use the loo and sleep in your beds. Do it soon and do it regularly as it’s the only way to share your guests’ experience. You’d be surprised how many owners/managers have never slept in their rooms…”

ECOKNIT® - THE WORLD’S LEADING TOWELLING IS BOTH LUXURIOUS AND ECOLOGICAL • EcoKnit’s unique construction means more cotton pile on the outside so more luxury feel and absorbancy for your guests. • With reduced drying times and less energy consumed in each cycle your bottomline increases. EcoKnit® is the most energy efficient cotton terry towel in the world today. • Economic - Long-lasting EcoKnit® at least twice the life of other toweling.

Save $$$ and the environment

Noticeable product/service trends… “Bed hygene: triple sheeting. Gradually, bedspreads and duvets are disappearing from our customers’ properties to be replaced by this cleaner and cheaper method. The theory, of course, is that your next guest will never come into contact with any bedding that your last guest touched.

CALL TODAY FOR YOUR FREE SAMPLE Office

Paul

Michelle

09 431 5199 0274 955 532 0274 955 447 www.ecoknit.co.nz | www.confidentcarenz.co.nz

“Waterproof protection: both pillow and mattress. SUMMER 2018

h housekeeping In-house Laundry:

Clean & ‘simple’ in-house laundry refurbishment IF I MENTIONED SLEEK FINISHES, SMOOTH OPERATION AND STRESS-FREE PAYMENT OPTIONS, YOU COULD BE FORGIVEN FOR THINKING THIS WAS AN ARTICLE ON RECEPTION DESKS OR EVEN GOOD HOTEL WEB DESIGN. In-house laundries probably wouldn’t spring to mind; after all, many hotel laundries are far from sleek, smooth-running and stress-free. In-house laundries are an important aspect of operation for many accommodation providers across the country, with guests relying on laundry services for long stays and business trips – but it’s not only guests that benefit from the facilities. Hotels have reported savings of up to 47 percent on outsourced laundry expenses, and preach of prolonged linen life and rapid return on investment. While an in-house laundry installation or refurbishment may sound like a simple mission, it’s not all suds and bubbles.

Industry viewpoint Speed Queen’s sales director Duncan Gardener shared his insight on what it takes to design, kit-out, and operate a fully functional hotel laundry.

Planning and design Just as it’s important to consider the layout of a guest room or dining space, the design and planning of an in-house laundry is critical to its functionality. “Efficient throughput is a huge success factor for on-premises laundries. A logical layout is fundamental,” Mr Gardiner said.

Safety and ergonomics are both key factors in a clean laundry layout, allowing guests and staff to access equipment and move with ease. Simple considerations such as bench space will reduce the risk of items becoming trip or traffic hazards on the floor, while selecting the right finishes will counter tough cleaning. Ensuring that proper ventilation requirements are met is also a must. Consider materials such as granite or stainless steel for benches, or a simple glass backsplash behind sinks to avoid hard-to-clean grout. Importantly, remember that ‘cheap’ isn’t always cheaper when it comes to fit-out. “Spending a bit more time and money now saves so much time and money over the life of a laundry!” he shared.

Replacing equipment Laundry machinery is a long-term investment – that is, if you get it right. In order to get it right on the first try, Mr Gardiner advises working with a reputable supplier who can offer reliability, efficiency and serviceability. “You want your equipment to never break down, run on the smell of an oily rag whilst performing like a Ferrari, but be easy to service. Importantly, you need to be dealing with someone who has the expertise to make sure you buy the right configuration for your requirements,” he said.

No more stashing cash Much has changed in the 100+ years that Speed Queen has been providing commercial laundry equipment, not least of which are the payment solutions available to hoteliers and their guests. While cashless options have become the norm for neighbouring Australia, new payment systems in New Zealand are creating a buzz. Speed Queen’s sales director, Duncan Gardiner, explained how the new trend is rolling out. “We’re the only supplier with a fully integrated EFTPOS, credit, Paywave payment solution that

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is being used in market. Many are talking about solutions, but we have customers using a cashless solution now!” he shared. He described the solution as being advanced, with proprietary software that uses the touch screen interface on the payment terminal for easy use. While the utilisation of the technology has been an investment for the company, it’s one that he feels is extremely worthwhile. “It eliminates cash management, theft and coin jams while giving customers a much better experience,”

he said. “The solution can be deployed flexibly, with a payment terminal controlling between one and eight machines.

“Laundromats will typically run one terminal between two machines, ensuring payment isn’t a bottleneck to customer usage during peak hours.”

h housekeeping Ask Mammy:

Wily Irish Mammy shares her ‘surprise’ anniversary Airbnb getaway THE POTENTIAL OF ROMANCE WAS IN THE AIR THIS MONTH, WHEN HIMSELF TOOK ME, YOUR VERY OWN MAMMY, TO SYDNEY FOR A SURPRISE LONG WEEKEND.

Now, Himself is a bit of a penny pincher and thought he would book with Airbnb. “Why not give it a shot?” he said. “Sure, that Uber is a great craic!”

Mammy pulled back the bed covers to check for bed bugs and found that the sheets were creased and filthy; suspicious marks and hair under the covers! It turned Mammy’s stomach sour. The bathroom sink was also covered in scum and hair, the floors hadn’t even been cleaned and thick dust covered every surface. The fridge was so full of ice that it wouldn’t close, and the light switches and remote controls were sticky with finger marks.

The prospect of a cute, romantic little studio in a charming Sydney suburb above a brewery bar for under $200 seemed picture perfect. Little ol’ me was thrilled to pieces at the notion.

After a complaint to the owner, a cleaner popped in and to be fair they did change the sheets but the studio itself wasn’t made a lick more hygienic.

But no… there was to be no romance found in (suddenly very chilly) Sydney. Jaysus, Mammy was fuming at the state of it!

Furious, I was. Mammy had had enough. I told Himself to get back online and book a trusted hotel. If he wanted to see 41 years of marriage he needed to redeem himself and be quick about it.

It was under the pretence of celebrating 40 years of marriage.

What happened? Well, after climbing five flights of steep stairs on stout legs with a suitcase to boot, Mammy needed a whisky. Ah, but it’s feckin’ Airbnb so no, there was no minibar. Worse was to come: the so-called ‘romantic studio’ turned out to be a twist of the knife. Before unpacking, I inspected the whole studio: it was badly lit, but by the grace of God your Mammy had brought a torch. I was shocked and disgusted! Sure, the place was an absolute disgrace…

But please don’t fret, Mammy’s anniversary ended happily: I enjoyed three grand nights in a lovely branded boutique hotel (and it wasn’t much more than $200 a night either). It was spotlessly clean, comfortable and came with extras and all the trimmings. Even Himself was happy because the hotel offered a free minibar and free happy hour! Then, after a complaint to Airbnb, they gave him a full

In theory, the correct equipment should last from anywhere between 15 and 20 years if used correctly. According to Mr Gardiner, some customers he speaks to are still running strong on 25-year-old machines.

customers a much better experience.” Coins jams are notorious causes for faulty commercial machinery, creating unnecessary servicing and downtime. Furthermore, they limit a guest to pricing increments, causing wastage and frustration.

When it comes to selecting a machine, residential-grade equipment simply doesn’t perform at a commercial level. While at-home machines can operate effectively with features such as direct drive, accommodation providers would do well to consider the volume of laundry at hand and the subsequent stress put on the machinery. “Commercial equipment needs to be heavy-duty to withstand the rigours of daily life,” Mr Gardiner said. “Our view is that direct drive is not robust enough for commercial environments.” In order to ensure that robust equipment does in fact go the distance, there’s nothing more important than choosing a supplier

“Debit or credit are by far the best solutions – everyone has a debit or credit card.”

with servicing agreements and a long warranty period. With so many commercial equipment options on the market, a decision can be overwhelming – Mr Gardiner encourages hoteliers to take a breath. “Buying the right brand is only the starting point – laundries are oncein-10 to -20 year projects, which is a long time to live with a mistake.”

Payment technology With the right investment meaning a machine could last years or even

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decades, thinking about the future of payment technology is more important than ever. Where guests were once forced to count their gold coins or cash in for a few dollars at the front desk, it’s becoming increasingly common for guests to have the choice of cashless payment. For Mr Gardiner, this is a clear step in the right direction. “Cashless payment is in huge demand, and for good reason. It eliminates cash management, theft and coin jams, and gives

Reiterating the most important considerations a hotelier can have when it comes to an in-house laundry, Mr Gardiner concluded: “Make sure you have the right product, correct payment solution, efficient layout, and service infrastructure in place. These are all key to a successful and efficient laundry.” Laundries don’t have to be an artistic statement, but investing in state-of-the-art equipment, effective layouts and efficient payment systems will certainly aid hotels in cleaning up their act. By Lauren Butler, Junior Industry Reporter

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Needs defrosting?

Stained, creased sheets!

Dirty finger marks

Dirty bathroom

refund and an apology after seeing Mammy’s photos of the disastrous studio debacle. After 40 years, Mammy deserved the best and in the end Mammy got it. Now, I am sure many travellers have great experiences with Airbnb, but it’s not a gamble Mammy is prepared to take because she wants (above all) guaranteed cleanliness, friendly service and to be made to feel extra-special. For your very own Mammy, never again will I set foot in an Airbnb. It’s better to spend money like there's no tomorrow than spend tonight like there's no money!

Furious, I was. Mammy had had enough. I told Himself to get back online and book a trusted hotel.

What did Himself learn about romance? Well, as the saying goes, if you want praise, die. If you want blame, marry.

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h housekeeping Environmentally Friendly:

Take responsibility and be a green hero WE ARE ALL AWARE OF THE INDUSTRY TREND TOWARDS ‘GREEN’. We are caught up in the huge growth of sustainable holidays, at a time when most accommodations providers can claim some sort of environmentally responsible practice; even if it is to provide greenish amenity products, or promote their ‘buy local’ campaign. But is providing environmentally friendly programs and products in hotels just a calculated marketing tool or do guests really prefer to stay in greener accommodations? Research shows that because modern guests are now more environmentally conscious than ever, they do seek Earth-friendly establishments, and it would be wise for hotel marketers to boast about authentic innovative environmental programs and vital that they showcase their environmental efforts. Suppliers to the industry, as well as accommodation providers, have an obligation to cater to the environmental concerns of all guests and make a genuine effort to implement programs and provide products that are certified environmentally friendly/sustainable/Fairtrade/local. A study published in 2012 by the International Journal of Hospitality & Tourism asserted: “Hotel marketers and operators would be wise to develop sound environmental practices and attract customers by highlighting and integrating these initiatives into their advertising and public relations activities.” The Environmentally Friendly Programs in Hotels and Customers' Intention to Stay: An Online Survey Approach, available from Online Researchgate also stated: “Environmental activities undertaken at the hotel should be clearly visible to the customer”.

When hotels effectively advertise their environmental efforts, potential guests believe that they will fulfil their environmental obligations by choosing that accommodation. It is not enough for you to simply employ greener and more sustainable practices, but more importantly you must educate guests about your efforts. Another more recent survey published 2017 in the Journal of Hospitality and Tourism Management identified concerns by guests that a greener hotel may compromise on luxury and incur extra expenses. The study, A green step forward: Eliciting consumers' purchasing decisions regarding green hotel accommodation in Australia, suggested that it is essential for hotel marketers to send out the message that “implementation of green practices does not necessarily compromise quality of service and that the prices charged by green hotels are reasonable”.

Sustainably sourced for global comfort Make sure that your products are sustainably sourced, with fibre from responsibly managed forests, encourages Livi brand manager Steph Kernot, who recently shared some information about the brand’s products with AMG readers. “Livi towel, jumbo and single wrapped roll toilet tissue are our leading products in the NZ accom sector.” The range holds PEFC certification, which “extends beyond the environment and ensures the products are made to the highest ethical standards including employee rights, education and cultural

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values”, she explained. “Our products use rapidly renewable fibres from trees such as eucalyptus and acacia, from our responsibly managed plantations. These fast growing tress allow us to use less land, water and energy to meet our customers growing demands

for 100 percent pure pulp tissue. “Softness, strength and value for money are key. So, to service the accommodation channel, we at Livi have just launched the Impressa Slimfold Towel, made from 22 GSM

tissue. From March 2018, there will be a new Impressa sixpack, made in Auckland and Dunedin, specifically designed to meet accom needs.

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h housekeeping Environmentally Friendly:

Suggestions on how to go green effectively •

Why not create a ‘green dream team’ for your business with the goal of continual improvement to your Earth-friendly efforts and make effective policies and purchases?

•

Present an incentive program to encourage your staff to participate in environmentally-friendly practices and educate them.

•

Provide more eco-friendlier amenities; source quality amenities that are more environmentally friendly than others, you need them to do their job effectively.

•

Take greater responsibility for your eco-purchasing choices; research and only invest in quality sustainable goods.

•

Use industry suppliers that explain how their product works, highlight the pros and cons of their products and prove their recyclable materials, degradable items, or biodegradable amenities are safe, and tested to industry standards.

•

Consider what recyclable products to use. Both recycled and recyclable materials come from a variety of sources (toilet paper/ hand towels) and can be adapted to your needs with ease.

•

Use certified, natural, sustainable and biodegradable packaging that decomposes exponentially faster than regular plastic materials. Remember: there are international standards for biodegradability, but these may not have been tested in New Zealand and Australian landfill conditions to a level that local governments have certified safe.

•

Rethink packaging! Some brands have found creative ways to reduce the size or alter the shape of their products to curb or eliminate the need for packaging. Find ways to change the amount of packaging or use refillable dispensers without compromising product quality.

•

Consider Fairtrade products because they are “about better prices, decent working conditions, local sustainability, and fair terms of trade for farmers and workers in the developing world”. To many Australian and New Zealand consumers, the Fairtrade mark is a mark not only of ‘fairness’, but also of genuine quality.

•

Make your green practices visible to consumers.

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Green up your operations, go beyond leaving out little cards to encourage guests to reuse your towels and then communicate and educate your guests.

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Actively inform guests of your green practices using a variety of information sources before and during their stay.

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Us a promotional campaign to communicate your green efforts.

•

Have your green status independently certified by a third party. There is a plethora of sustainability certifications

ACCOM MANAGEMENT GUIDE

But is providing environmentally friendly programs and products in hotels just a calculated marketing tool or do guests really prefer to stay in greener accommodations?

available for organisations to show their commitment to sustainability. Qualmark Enviro, an accreditation relevant to this industry with awards endorsed by Tourism New Zealand. • Help your guests become better acquainted with the green practices implemented and assist them to make more informed future purchasing decisions. Buyer beware! The trend for eco-guest amenities can be misleading, so do not fall victim to ‘green-washing’; a concept where products in the marketplace make completely inappropriate claims of environmentally friendliness. Look at where products are sourced, the facility in which they were made, how the product is used and in what manner the product should eventually be disposed. It is equally important for your business to retain quality and functionality as well as biodegradability of the products provided to guests because the product, still must be hygienic and work well or environmental efforts will mean nothing. So, there is no better time than right now to conversate with suppliers. Being a ‘green hero’ is as easy as picking up the phone to chat with your existing suppliers and you may be surprised to find just how much innovative practices and products there are available to choose from. By Mandy Clarke, Industry Reporter

housekeeping h Public Area Hygiene:

Guess the grossest part of a public washroom… IT’S NOT THE TOILET SEAT. I was surprised too. We’ll get to that in moment… There’s a bit of an ‘unwritten rule’ that one should protect one’s rearend from the frightful, devilishly disgusting bacteria that frolics on the surface of any public (or shared) toilet seat. Usually this would involve hovering above, using a toilet seat cover or, if neither of those options are possible, layering some sheets of loo roll as a protective shield. But here’s the truth, according to a small study carried out by BioCote, which tested for how much bacteria could be found on different surfaces of a public area washroom… Of fourteen commonplace items and surfaces this particular test found in a public area washroom, the toilet seat ranked ninth. Ninth.

Are you, as the kids say, shook? Well, technically the toilet seat ranked joint-eighth alongside the waste bin. The side wall came seventh, the floor came sixth, the toilet paper dispenser came fifth, handrails came fourth, third came the tap, second came the radiator and the highest count of bacteria was found in the sink. All those folks using toilet paper as a protective layer between

themselves and the toilet seat might not like those results; touching the paper dispenser might bring you into contact with more bacteria than the loo seat itself. But then again, that was just one study. A different, academic study was reported in Scientific American a couple of years ago, carried out by scientists affiliated with the University of Colorado. Here, thousands of bacteria were painstakingly identified in public bathrooms and grouped according to source. This academic study, led by Gilberto Flores and his mentor Noah Fierer, established three groups of bacteria: gut, skin and shoe. The gut-group of bacteria were found predominantly on loo seats and flusher handles where ‘splashing’ may have occurred (try not to throw-up) or handtransference was involved; skin-group bacteria was largely identified on doors and other places that people were likely to touch with their hands; and, the shoe-group of bacteria coated the floor and sometimes toilet flush handles. This last phenomena, the scientists in the study put down to people flushing the loo with their feet. In an overview of these results from the University of Colorado’s ‘Microbial Biogeography of Public Restroom Surfaces’ study, the scientists stated: “Coupling these observations with those of the distribution of gut-associated bacteria, indicate that routine use of toilets results in the dispersal of urine- and faecal-associated bacteria throughout the restroom.” SUMMER 2018

h housekeeping Public Area Hygiene:

I think everyone must have found themselves stuck in a public bathroom at some point, making the heavy realisation that there’s no soap left in the dispenser. That’s right, folks. There really is s*** everywhere. “The prevalence of gut and skin-associated bacteria throughout the restrooms we surveyed is concerning since enteropathogens or pathogens commonly found on skin (e.g. Staphylococcus aureus) could readily be transmitted between individuals by the touching of restroom surfaces.” What does this mean? Well, the scientists suggested a takeaway: “While these results are not unexpected, they do highlight the importance of hand-hygiene when using public restrooms since these surfaces could also be potential vehicles for the transmission of human pathogens.”

Hand-washing. Why don’t people wash their hands properly? Especially now that there are so many wonderful, easy-to-use solutions – even handsfree – that almost make the process fun. We know that it’s fruitless to trust that guests will do the right thing and scrub their sticky little digits until they smell fresh as a daisy and clean as a whistle, but accommodation providers should at least make it possible. Perhaps even appealing. I think everyone must have found themselves stuck in a public bathroom at some point, making the heavy realisation that there’s no soap left in the dispenser. Tragic. (Thank God for handbag hand sanitiser.) Well, for accommodation properties with busy staff and overworked housekeeping, this is something that takes a bit of foresight to avoid. Having a regular, regulated, well-organised and avidly scheduled bathroom check and clean is the first key step.

Do it yourself or have it outsourced with a supplier. There are actually a variety of soap/paper dispenser options to help lessen the frequency of refills. Many suppliers now organise to refill manual soap dispensers at perfectly timed intervals, so you’ll never have to worry about guests awkwardly letting you know the soap has run out. Same with toilet roll dispensers, and many other public washroom solutions. Another benefit of upgrading any grungy old dispenser is that the new ones tend to have an antibacterial coating. Which, when you consider how much bacteria is found in a sink, and how much of all the bacteria found in bathrooms spreads via hands, is pretty good to know. There’s one key aspect of public area bathrooms that you definitely need to consider, and that’s gender-related bacteria. Sanitary bins and urinals are hideously gross. Let’s not sugar-coat it. Automated, handsfree sanitary units are pretty handy solutions: if you ask any woman how they feel about staring down the barrel of an oversized, overflowing sanitary bin, they’ll probably tell you the same thing.

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But automated or not, it’s imperative that cleaners (or an outsourced supplier) regularly clear out these units and keep the stalls fresh and clean, not to mention as odourless as possible. And for women’s sake, make sure there’s enough space in the stall to sit without having to touch or graze a bin/toilet roll holder/sink/sanitary unit.

Urinals get notoriously putrid if left to sour in squalor. The best way to keep yours in ship-shape is to have them regularly maintained. There are models available now that are also vandal-proof and will self-clean at a customisable rate based on usage levels. Hand and toilet sanitisers will also provide your guests with lots of peace-of-mind. If you have a limited budget and want to make a new installation without upgrading anything else, this might be something to consider. Air fresheners, too, cannot be underestimated as a way to alleviate ‘public bathroom fear’.

Feeling a bit queasy? I’ll leave you with a point made by Scientific American’s Rob Dunn: public toilets save lives. As gross as those flushing handles and taps might be, the studies mentioned here didn’t record discoveries of bacteria related to diseases like typhoid or dysentery. Those things were a common occurrence in the Western World before the mid1800s but thanks to public bathrooms, general knowledge about good hygiene, and the toilet most especially, we don’t have quite as many nasties to worry about. By Rosie Clarke, Editor

marketing m Website Rankings:

What next? “THE FUTURE IS SOMETHING WHICH EVERYONE REACHES AT THE RATE OF SIXTY MINUTES AN HOUR,” SAID C.S. LEWIS. Happy new year! I have again amazed myself by being here at the start of another year. I will thank you profusely and unendingly laud your stoicism if you manage to read to the end of this article! Despite the fact that all kinds of dramas have unfolded, I thought I would start the year highlighting the issues confronting all of us as internet users. The impact on us will affect our cash flows and the commercial and personal attitudes we may have to adopt. Google has, again, fiddled with its algorithm and created all kinds of worries. This means you had better keep an eye on your website ranking. Should it drop, advise your webmaster as soon as possible. But I digress! They, like Facebook and Twitter, have been forced into action because of the continuing saga of fake news; again, they have managed to give top rating to false information despite their earlier assurances that the matter had been resolved. Their ‘breaking news’ carousel appears to be the real culprit and has, at least for now, been abandoned. Doing some research for this article, I discovered Universal Toilet Day. Now, I do know that the world has gone silly with days to celebrate almost anything and everything, but… toilets? Yes, that calendar entry has been created by the UN to draw attention to yet another sanitary issue suffered by mankind. I discovered this gem by doing an ‘I'm feeling lucky’ search on Google. Try it sometime, you will be amazed by what turns up. If you have not yet twigged to Google's doodles, which change at various intervals, the experience will be quite enlightening. Trivia and trivialisation appears to be man’s growing flavour of preference. Having set myself on this path, let me astound you further... Did you know that Google is named for the number, ‘googol’, which is the numeral ‘one’ followed by a hundred zeros? Type ‘Google 1998’ into your search and you will find what our friend looked like on day one. This year is also its 20th birthday. And a hundred zeros is not so fanciful because, according to Google, there are hundreds of billions of web pages within the Google Search index, and it is well over 100,000,000 gigabytes in size. Google leads the world in digital and mobile ad revenue. Nearly $50 billion will come from mobile in 2017, according to the analyst estimates. Google owns domains of common misspellings of its own name, like Gooogle.com, Gogle.com, Googlr.com and more. Google also owns 466453.com, which are the corresponding numbers that spell out Google on a phone’s keypad. The impact of digital advertising is very obvious, even in our press, which fills many columns with self-advertising. Obviously, these will not generate any income for the publishers. Google owns YouTube and today, YouTube’s billion-plus users upload 400 hours of video every minute. Every hour, Instagram users generate 146 million ‘likes’ and Twitter users send 21 million tweets. In August 2015, Mark Zuckerberg posted on Facebook that the site had passed

"an important milestone: for the first time ever, one billion people used Facebook in a single day”. That amounted to one-in-seven people on Earth using Facebook to connect with friends and family. That should make you sit up and wonder how you can tap into all of this to promote your business. Social media, in all its forms, is the alpha animal of promotion! According to some sources, a whopping 16 percent of employees at Google have a PhD. The best estimates claim there are around 2000 of these super-bright minds at work there. It is no wonder that this company leads in so many computer science-based advances. The latest news is that Google has unleashed an artificial intelligence in your Gmail account that can read photographs and screenshots of documents just like a human can. It not only understands what you have written in an email, but also can read and understand words in your pictures. It means that any photo or screenshot of a document you have sent to someone, say a passport, a driver’s licence, a power bill, can be read and understood by Google’s machines. It means Google knows details about you that you probably take for granted, but go to the core of your identity. Think about it: your tax file numbers, your home address, your transactions. I am not suggesting that Google has malicious intentions, but it does mean Google can find the secrets in pictures that people thought were safe from prying eyes. And it is building a detailed, searchable profile on anyone who sends or receives an email from a Gmail account. Just search for the article by Peter Judd published in the Geelong Advertiser to read more. Net neutrality is a huge question raised by the actions of US legislators. The intent is to allow ISPs to charge different rates for content provided by different domains; a concept blocked by President Obama's legislation. Simplistically, it means that a consumer can be charged for a Foxtel movie feed data differently to that of Netflix data, varying even with their location. The bottom-line is that the internet will not be a free access resource as it was originally intended by Sir Tim Berners-Lee. How much of that will migrate to or impact on Australia remains to be seen; the opponents will be the Googles and Facebooks of this world; if for no other reason than to guard the huge advertising cash flows they enjoy. I am looking forward to what the rest of 2018 will fetch, after all it is the Chinese Year of the Dog! By Arvo Elias, Cybercons SUMMER 2018

ss safety & security Anti-Slip Flooring:

Don’t let hard, slippery floors be your downfall IT DOESN’T TAKE A BANANA TO CAUSE A SLIP. And safety is no joke. Especially when injuries can lead to legal action and worse. According to the New Zealand Government, “In 2016, the overall rate of injury claims was 107 claims per 1000 full-time equivalent employees”. Worksafe New Zealand lists “slips, trips and fall” as “examples of some of the key health and safety risks for people working in the hospitality sector”, with wet or badly cleaned floors cited as some of the ways common injuries happen. For something we tend to consider ‘a silly accident’; an action to laugh at when a cartoon character slides across a floor or someone faceplants in a YouTube video; slip-ups in the workplace are a very serious problem. Entryways, kitchens and bathrooms are particularly culpable, especially where wet floors are likely to occur; spas and poolside areas are other such spots. Accommodation properties boast all these settings manifold, depending how large and how widely facilitated the building is. The health and safety concerns are even bigger for accommodation providers because they not only have workers to worry about but guests as well. Anyone and everyone could be your guest: from a wealthy businessman with the might of corporate lawyering behind him, to children and the elderly who are particularly at risk in regard to falling and injuring themselves. Floor surfaces are a major factor in causing or preventing slippage. It’s just common-sense that shoes and feet need grip to avoid a slip. If looking at an area of floor that’s bound to get wet, greasy, or is highly polished, the floor surface is going to require more slip resistance. This

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means choosing a type of flooring that has the right viscosity to provide the highest possible level of safety.

Removing hazards One of the first steps towards anti-slip success has to be identifying hazards. This should be a constant, conscious effort on the part of any employer, manager, and worker. It’s vital that everyone feels able to report a hazard to the general manager, so that proper safety precautions can be put in place. Do you have a process by which housekeeping or hospitality staff can report safety hazards, such as a slippery staircase or a frequently wet floor? Once a risk has been established, it’s critical to assess what action needs to be taken, how soon, and what other preventative measures should be put in place. The highest level of protection from a risk is if that risk can be removed completely. Do you have a type of flooring that requires lots of polishing? If you have people walking through a lobby 24/7 and it’s a highly polished hazard, you should probably replace those floors.

Types of solutions If you can’t replace the hazard, then you should look to minimise the risk in some other way. Anti-slip rugs, covers and mats are good solutions in some situations because not only are you protecting staff and guests from an otherwise slippery, polished surface but the mats also create a barrier between foot-traffic and flooring that might be easy to dent or expensive to maintain. These (along with any flooring or anti-slip flooring products) should be industry-standard, made from anti-slip materials that meet New Zealand standards.

safety & security ss supplier profile POLYFLOR

Your experts in hospitality flooring design Polyflor is proud to offer our customers a wide variety of flooring solutions to suit any need – aged care, retail, residential, healthcare, you name it. Our range of products caters to those looking for superior quality but also to those after unique solutions like sustainable slip resistance, acoustic noise reduction, rubber and sports flooring. Polysafe™ safety flooring has been manufactured by Polyflor for over 25 years and today the collection offers an array of products for all possible applications with a level of performance and quality second to none. HOW DOES POLYSAFE™ WORK? Quite simply, slip resistance is achieved by increasing the friction between the foot and the floor. This friction increase is obtained through the combination of aggregates within the floor such as quartz, aluminium oxide, recycled natural aggregates and silicon carbide. These aggregates are not simply sprinkled onto the top as a coating that will wear off over a short time in use. Instead, aggregates are incorporated within the product’s wear layer to ensure sustainable slip performance can be assured for the guaranteed life of the product. The aggregates combine with the surface emboss to provide a rougher, harder surface friction to ‘bite’ into the under surface of footwear when walked upon and create the necessary friction, durability and underfoot safety.

The slip resistant properties are also present where safety flooring is required for continually wet areas. Here, a more prominent emboss is used in conjunction with the aggregates to impart the necessary slip resistance for barefoot users. This also increases the floor’s ability to provide a safer surface for the user when the floor is being trafficked. WHY SAFETY FLOORING? Safety flooring is typically used in public areas where there is a risk of spillage or wetness that could make the floor slippery and unsafe, such as in bathrooms, kitchens, bar serveries, toilets and changing rooms. With ongoing product development and now cleaning technology such as Polysafe™ PUR allowing the introduction of more attractive colours that are easier to maintain, safety flooring is now becoming more decorative and suited to more high visibility and front of house areas. Safety flooring is specified increasingly to provide underfoot safety for your employees, customers and public alike. Polyflor is unswerving in its commitment to maintain the level of slip resistance throughout the warranted life of the product, in addition to providing the choice of colour, decoration, texture and ease of cleaning you would expect from a Polyflor product.

Polysafe™ safety flooring has been manufactured by Polyflor for over 25 years and today the collection offers an array of products for all possible applications with a level of performance and quality second to none. •

Guaranteed levels of slip resistance

•

PUR cross-linked reinforcement for reduced maintenance

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Wide range of modern colours to meet current trends

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Tailored products for all applications

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Peace of mind in specifying a Polyflor safety floor

•

100% recyclable

View our extensive range at www.polyflor.co.nz or call 0800 765 935 for samples SUMMER 2018

ss safety & security Anti-Slip Flooring:

in-the-dark, and it is terrific for areas prone to wetness like bathrooms and kitchen areas. If you have small ensuite guestrooms, this could be a solution worth enquiring about. Anti-slip flooring, such as might be used in a children’s playground or toddler water play area, comes in all different materials and aesthetics as well. Cost is also a factor, with longer lasting flooring types that have a more intense grip requiring more of an investment. Be sure to talk to multiple suppliers about what options might best suit your needs. Different options will suit different areas of a property; for instance, some anti-slip mats are made from metal and are designed for hightraffic building entryways, while other types of mats feel more like rubber or rough carpet and these are usually designed for indoors or smaller entries/exits. According to Standards New Zealand, “Guidance is provided in the Standards Australia Handbook HB197:1999 on appropriate levels of slip resistance for various situations.” Regarding tiles, there are a range of anti-slip treatments available that coat floors in a chemical solution to create more grip in the surface. You should do your research with these types of solutions to make sure that any chemicals used are safe and environmentally sound, particularly if you plan to have the solution applied in outdoor areas. Any proposed solution should also adhere to NZ standards for slip-resistance, so be sure to double-check with any supplier. Other ways to make sure your floors are safely anti-slip, include anti-slip tapes, stair nosings and hand rails, as well as tactile cues in entrance ways, doorways or near steps. These are all great ways to cater for visually impaired or physically disabled guests too. Anti-slip tape can come in all different sizes, materials and colours; some can even glow-

ACCOM MANAGEMENT GUIDE

Every property is different, and the type of slip-risk at a family-friendly property with young children running and playing will be quite different to that of a five-star hotel with a world-renowned food and beverage option in-house. Regular cleaning and maintenance treatments are also vital. Whether you have a type of flooring that is naturally absorbent; grass, sand or bare earth outside, for example, will require a different type of maintenance to hardwood floor hallways. During the rainy season, it would be a sensible idea for resorts and holiday parks with lots of outdoor facilities to look into anti-slip matting options that can be used to prevent accidents in muddy grass or wet sand. It comes down to this: every workplace should have a solid risk management plan and every accommodation provider should be protecting guests and staff, as well as themselves, to the highest possible standard. For information on creating a risk management plan, you can contact the WorkSafe New Zealand or ACC. ■ By Rosie Clarke, Editor

human resources hr On Being Welcoming:

A perfect front-desk welcome AS A HOTEL INDUSTRY HOSPITALITY TRAINER, I SURELY HAVE A MORE CRITICAL EYE FOR DETAIL THAN THE AVERAGE GUEST, YET I STILL TRY TO BE PATIENT REGARDLESS. As a lodging industry conference keynote speaker, I often stay at large resorts that cater to conventions, so I always remind myself to lower my expectations for hospitality, as they are rarely met. Typically, I find myself as the only guest in the lobby (checking outside of the mass arrival times), yet still having to wander through rope lines. After navigating the maze, I stand there staring at the top of someone's head as they seem to obsess on the computer screen. Finally, when I am noticed (perhaps only after clearing my throat loudly a few times), I get hear, “May I help the next guest in line?” Being the only guest, and trying to stay all positive and optimistic, I usually say “Hello, how are you tonight?” upon which I usually get the raised eyebrow and nod and hear “Checkin' in?” At this point I always try to restrain myself from saying what I want to say, which is “No, not checking in. Just stopped by here with my luggage to look at your lobby.” So when I was the guest speaker for a lodging industry conference held at the Omni Orlando Resort at Champtions Gate, I lowered my expectations as I approached the front desk.

Sure enough, the rope lines were still up, despite there being no other guests waiting, but once I walked through them a surprising and delightful interaction with a professional young woman named Erika began. First, I noticed that she looked at me and not through me, then smiled and said with enthusiasm “Good evening, welcome!” As I Doug Kennedy walked up to her she continued the appropriate eye contact and – evidently noticing I was holding two pieces of luggage – asked if she could assist me with registration. She spoke slowly, not sounding like she had a mouth full of marbles, and used complete sentences when she asked for my name. It went something like this: “May I have your name please?” Not “Last name?” as I so often hear. During the remaining exchange I noticed that she spoke very professionally, but not in a scripted way, as she explained that although my room and tax was taken care of, she still needed my credit card for any incidental expenses. Although I have probably heard this same speech as many times as she has said it in her young career, it felt like a natural conversation.

HRINZ Report:

Iceland’s done it, so New Zealand could do it too KIWIS CAN DO ANYTHING THEY SET THEIR MINDS TO: REMEMBER OUR NUMBER EIGHT WIRE INGENUITY? Currently, that’s not the case when it comes to equal pay. On New Year’s Day in 2018, the island nation of Iceland became the first country in the world to mandate equal pay. That is groundbreaking. So if you don’t pay a woman and a man the same amount for the same work, you will be fined as an employer in Iceland from now on. The fundamental question should, of course, be why wouldn’t you pay them the same? New Zealand has an impressive track record for being the first country in the world to proudly achieve some groundbreaking events, which include: •

First country in the world to enable women to vote

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Ernest Rutherford was the first scientist to split the atom

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Sir Edmund Hillary was the first mountaineer to successfully summit Mt Everest

•

First country in the Asia Pacific region to allow same sex marriage

•

First country in the world to win three rugby world cups!

These achievements differ in importance for all of us but, given our deep sense of fair play, why have we not embraced the same legislation as Iceland with enthusiasm and commitment, leading from the front as a

world leader? This is a critical issue for New Zealand women from a national and world perspective. While it may appear odd that in a seemingly diverse and inclusive country like New Zealand, our lack of leadership around this fundamental human right actually reflects years of entrenched chauvinism and a worrying degree of the anachronistic old boys’ network that continues to flourish in NZ today.

Julia Stones

There is currently some legislation around equal pay in NZ whereby organisations with 25-or-more staff need to provide documentation of their pay structure to be compliant and obtain certification but existing legislation falls far short of true pay equity for all employees, regardless of organisation-size. National introduced a Bill in July 2017, which Labour promptly threw out in November 2017, claiming that the proposed Bill presented barriers to pay equity rather than promoting it. The current government has created a joint working party to establish some principles to guide new legislation, so we’ll wait to see what that looks like. Although we can’t claim a world first for pay equity, let’s hope that the long overdue legislation to mandate it is introduced quickly and effectively, thereby establishing NZ as an early adopter of global fair workplace management. That would be something of which this country could also be proud. ■ By Julia Stones, National President, HRINZ SUMMER 2018

hr human resources On Being Welcoming:

Rather than saying “How many keys?” she tailored the question to me, asking something like “Mr Kennedy, I know you are staying by yourself but if you like I can provide you with an extra key.” This reminded me that I actually do prefer two keys, in case one stops working or if I misplace it in the room. As things were wrapping up she pulled out what I could tell was a resort map, and despite how good she was, I still thought the dreaded ‘resort overview’ speech was coming. As a business traveller staying alone at beautiful resorts, there's nothing more depressing than to have to hear a long speech about all of the wonderful resort activities that you will never have a chance to enjoy. As a hotelier, I know that most brand standards and rating services really push this, and I figured she would have to cover it. Surprisingly, Erika tailored her information to my situation, starting with a fun personal remark that went something like “I know you probably won't have much free time since you are a speaker at the conference…” and she then asked whether I would I like her to go over some of the highlights? I explained that no, I would be working, but I did want to know where the fitness centre was. Rather than just pointing it out on the map, Erika pro-actively volunteered additional details such as the hours and that there were towels there and a full locker room in case I wanted to change there. Since it wasn't very busy, and since I was truly impressed, I asked a personal question as to whether Erika was studying hospitality at a university, explaining that my son was going to be starting a hospitality program at Valencia College which is nearby. She explained that she was actually studying business administration, since was already working in the field as student, but intended on a career in our industry and then shifted the conversation to be all about me and my son's plan. It was reinforcing to hear that my son was selecting a great program from someone like Erika who knew the programs.

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I wish you great success in your career and I am sure your managers are noticing what a superstar you are

The time had come to send me on my way and Erika nailed it again. As an ex-bellman, and as a fairly physically fit human, I always hate it when the front desk clerks ask “Do you need help with your bags?” Instead, Erika asked “May I have a bellman show you to your room Mr Kennedy?” Finally, it was my turn to show my appreciation and I offered up a genuine, sincere and personalised to Erika. Her response was the icing on the cake. All too often, colleagues respond to a guest's gushy “thank you” by saying, “Sure, no problem.” I know that no ill-will is intended, but to me this is just not eloquent. Erika new better and responded with a sincere smile and a fond farewell message of “You are most welcome, enjoy your stay Mr. Kennedy!” Kudos to you, Erika! I wish you great success in your career and I am sure your managers are noticing what a superstar you are. I can promise you that guests like me notice. ■ By Doug Kennedy, President, Kennedy Training Network

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t technology Guest Wifi:

How important is wifi to guests?

ACCORDING TO A REPORT BY HOTELS. COM, 81 PERCENT OF RESPONDENTS SAID SMARTPHONES ARE THEIR NUMBER ONE TRAVEL ACCESSORY.

at mobile devices. In fact, just over six percent of travellers will spend more than seven hours a day with their smartphone in their hands.

Post a pic or it didn’t happen: social show offs 50 percent of travellers admit to uploading photos to social media just to show off and 28 percent do it to check into places on social media to make friends jealous. Over a quarter (28 percent) say they comment on friends’ posts just so they don’t miss out on anything out while they’re away.

This is important to note, as international travellers (unless they have purchased a local data plan or are willing to pay roaming fees) will be relying on wifi for their smartphone usage. 64 percent also admitted to looking at friends’ social media so they don’t lose touch, while 50 percent admitted to uploading photos on social media just to show off. Men are also three times more likely than women to be competitive Facebookers and compare their travel posts to others This global study of 9200 travellers across 31 countries, revealed that people like to gloat on social media, use mobile data to search for their next meal and engage in Facebook competitions with travel friends.

Smartphones versus beach chairs Respondents revealed they spend on average almost two-and-a-half hours a day topping up their tan, compared to three hours a day glaring

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Americans channel their inner competition through facebook travel face-offs This is when you check your travel buddy’s social posts to make sure your content is better than theirs! Interestingly, three times more men compete with their friends than women. Additionally, 20 percent spend their time seeing how many likes and comments their posts have. The most used social channels while travelling include: 1. Facebook (77 percent) 3. YouTube (25 percent) 5. Pinterest (14 percent)

2. Instagram (32 percent) 4. Twitter (24 percent)

technology t

Wifi: amenity or necessity?

Maps and translators: mobile does it all

31 percent of people only select a hotel if it offers free wifi, and 17 percent of men are willing to pay for wifi access in a hotel but only 12 percent of women are willing to do the same. Women (12 percent) also care less about having access to wifi in general while traveling compared to men (nine percent).

More than half of American travellers (51 percent) use the map features

It seems that tech may just be a necessity, as 64 percent admit to looking at friends’ social media updates and 28 percent say they comment on posts so they don’t lose touch. FOMO is real, and it’s evident. When it comes to app behaviour, travellers are either posting on Instagram, getting lost in a destination or messaging people to say they’re having the time of their lives.

on their smartphones to get around. Globally, 30-39 year-olds use language translation apps the most, with 13 percent of Americans in this age group utilising apps that offer these services.

Further local survey data: •

On average, people take three trips a year and spend 11 nights in a hotel

•

43 percent of people have booked a hotel on mobile

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Over half (53 percent) have made a same-day hotel booking

“For travellers the mobile effect begins with booking, as 43 percent of

The top five app categories used while traveling, according to respondents, are:

people in our study have booked a hotel on mobile,” said Dan Craig,

1. Social media (66 percent) 2. Messaging (50 percent) 3. Mapping (43 percent) 4. Travel (39 percent) 5. Music (32 percent)

“It’s therefore no surprise that today’s modern tourist is so reliant on

senior director of mobile of the Hotels.com brand.

their smartphone, and as technology is advancing it’s becoming a more indispensable travel companion.” ■ By Rosie Clarke, Editor

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Experts in managing guest Internet solutions For more information or a free quote call: 0800 HQWiFi or email: sales@hq.net.nz SUMMER 2018

fb food & beverage Functional Function-ware:

What guests want, what hotels need UNLIKE A COMFY HOTEL BED OR RAIN SHOWER, DINING AND CONFERENCE EQUIPMENT RARELY GET GREAT WRITE-UPS FROM GUESTS OR ATTENDEES – BUT IF YOU GET IT WRONG, YOU SURE CAN EXPECT TO HEAR ABOUT IT. Comfort, accessibility and quality are all factors that contribute to great dining and conference experiences. Whether it be a comfy chair, a machine that makes a good cup of coffee, or particularly practical service ware, getting it right will make life and business easier for everyone. Looking at recent research and customer feedback, we’ve cut out some of the guess work by identifying what guests value and what equipment is available to hotels and accommodation providers in 2018.

Buffet and service ware What they want: Chances are, guests aren’t going to comment on how appealing your buffet and service-ware is – in fact, they might not even notice it. That being said, they’re sure to take notice of how fresh and appealing the food looks, which often comes down to how it’s kept and displayed. Keeping food at the right temperature is an obvious must, but often gets overlooked with large bowls of unrefrigerated yogurt or bottles of milk left out on breakfast buffets. CSIRO recommends that perishable food be kept in a cool or chilled environment, with the exception of some fresh fruits and vegetables. What you need: Thanks to continually developing technology, serving equipment such as chafing dishes keep food consistently warm, can be

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elevated for display purposes, and come in a range of decorative styles. Many Australian suppliers offer stainless steel, copper, bamboo and other designs for visual appeal. Options are also available for refrigerated drink dispensers and ice housing with built in cooling technology and acrylic inserts. Some even come with LED lighting! Good decorative practice incorporates layers of elevation, not only for visual appeal, but also for practicality. When sourcing or talking to your existing supplier, consider discussing the latest in food hygiene, dispensary, design and commercial grade materials before renting or purchasing.

Seating What they want: There’s more to seating than simply providing a place for guests to rest their legs. Guests want a comfortable place to sit, but with new options on the market, they’re sure to expect bells and whistles that you may not be aware of. What you need: Whether it be dining or conference seating, ergonomics are paramount. While backless seating has grown in

food & beverage fb

popularity over recent years, it simply isn’t practical for a commercial environment. Simple dining seating is more popular than ever, with many hotels ditching the chair covers, even for formal functions. Talk to your supplier about dining chairs that use natural and recycled materials, with ample back support and cushioning. Conference seating, on the other hand, has improved exponentially over recent years, incorporating technology that allows delegates to do everything from changing their lumbar support to charging their phone. Some companies offer chairs that feature a flexible backrest for comfort, a range of charger connections, a coat hook, fold-out table, and can be stacked 10 chairs high for easy storage.

Tables and skirting What they want: Tables have three jobs. To provide a steady place to put things, to look aesthetically pleasing and depending on its covering, to keep unnecessary mess out of view. If a table achieves all three of its jobs, guests are unlikely to notice them – but a spontaneous table collapse or grotty surface won’t be easily forgotten. What you need: Commercial-grade tables should handle over 200kg of weight. If folding tables are required for easy storage, consider tables with fold-in legs rather than a join in the centre to avoid any possibility of inward collapse. Trestle tables are becoming increasingly popular as an aesthetically pleasing option, particularly if table skirting isn’t in use. While skirting can tend to look outdated (think white ruffles), simple, dark skirting can be surprisingly practical. Many hoteliers opt to keep excess serving supplies beneath tables for easy access. It also allows

hotels to purchase tables with sturdy (if slightly unattractive) legs.

Coffee machines What they want: Call it ritual, pleasure or addiction, but good coffee is a luxury that many guests aren’t willing to forego. While instant coffee might have cut it even a decade ago, modern guests expect access to quality espresso coffee wherever they go. Believe it or not, getting this right can have a huge impact. A survey commissioned by Nespresso found that a bad coffee makes 50 percent of Australians feel angry and 17 percent feel regretful, while 6 percent claim that it entirely ruins their day - so if you want happy guests, coffee’s a great place to start! What you need: While it sounds ideal to employ a full-time barista, it’s not always practical. Self-service machines have come a long way in recent years, and though they won’t leave a leaf or tulip atop the crema of a coffee, they do provide an overall consistency that simply can’t be guaranteed by a barista. The latest machines do everything from grinding and tamping to frothing and dispensing. When sourcing a machine, Coffee Republic recommends talking to your supplier about the materials the brewing unit is made from, the cleaning function, and the reliability of the pump system. Also look out for modern technological additions such as touch screens which make machines simpler to use. Whether you’re running a small establishment or a luxury hotel, putting the ‘function’ in ‘function-ware’ is critical for a great guest experience – with or without feedback. ■ By Lauren Butler, Junior Industry Reporter

Set the scene

Design your vision for conferences, events, buffets, and banquets with our wide range of table linen •

Fitted Table Cloths – Are designed and custom made for you either using black microsuede or in a range of coloured Caress fabrics.

•

Standard Table Cloths – The Caress Table linen range is available in a variety of colours and size options. We also offer a choice of Damask Polyester or 100% cotton

•

Pleated skirting – Fantastic for wedding and conference tables

•

Napkins – Create a professional feel with polyester, cotton or a bistro design

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Chair Covers – One size fits all, available in black or white

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Clips for Table Skirts – Very useful clear clips to attach pleated skirting

A variety of custom-made table cloths are available. Please phone us for further details

Call 0800 HOSTEX (467 839) | orders@hospitalitytextiles.co.nz | www.hospitalitytextiles.co.nz SUMMER 2018

GUEST SELECT NOW IN OVER

MOTELS AND COUNTING... That’s right, over 700 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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