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PO Box 2652, Newfarm, Qld 4005, Australia Phone: +61 (07) 5440 5322 mail@accomnews.com.au www.accomnews.com.au
EDITOR
Mandy Clarke, editor@accomnews.com.au
INDUSTRY REPORTERS
Sarah Davison
PRODUCTION
Richard McGill, production@accomnews.com.au
ADVERTISING
Stewart Shimmin, s.shimmin@accomnews.com.au
SERVICE/SUBSCRIPTIONS
service@accomnews.com.au
CONTRIBUTORS
James Goodwin, Kerry Williams, Liz Lycette, Maxime Laurent, Peter Shelley, Stephen Ferguson, Steven Barnwell and Stuart Lamont.
Inside our Summer issue
Know your worth in 2025: Elevating the accommodation industry
As the industry leaps into a brand-new year, there’s a sense of cautious optimism and genuine excitement in the air. And for us, 2025 feels particularly meaningful. This marks the 90th print edition of AccomNews—a milestone worth celebrating. Even more remarkable, our sister publication, Resort News, is entering its 30th year as a dedicated print B2B magazine for the accommodation sector.
For three decades, Resort News has stood side by side with the management and letting rights industry, delivering insightful content and unwavering
Mandy Clarke, Editor editor@accomnews.com.au
support. Through challenges like the COVID-19 pandemic, the rise of digital media, and increasing print and postage costs we remained committed to producing a trusted, tangible resource. A legacy we are deeply proud of.
Recent research highlighted the enduring appeal of print magazines, with 11.7 million
Australians still reading them—a 3.6 percent increase from the previous year. Businessfocused publications like ours continue to prove their value in a fast-paced digital world. Adding to this success, last year AccomNews was recognised by FeedSpot as the 15thbest magazine in Australia, a significant honour out of 6671 contenders. It’s a testament to the growing influence of our publication in the digital era.
These achievements serve as a powerful reminder to know your worth. Hospitality businesses, in particular, must recognise their unique value and stop underselling their expertise. 2025 is the year to celebrate your work, take pride in the guest experiences you create, and showcase what sets you apart. In this issue, we explore the
latest innovations shaping guestroom technology and redefining sleep experiences, while also considering how thoughtful amenities contribute to a memorable stay. We take a closer look at the growing demand for pet-friendly accommodations and ask the question—does your property have room for Rover? We also sit down with Jason Vogler, Senior Broker at Ras360, to discuss hospitality and accommodation assets, and speak with retired Accommodation Australia CEO, Michael Johnson about his inspiring new passion, the ReLove charity.
As we step into the new year, take a moment to reflect on your achievements and set ambitious goals for 2025. Here’s to a prosperous, joyful, and successful year ahead.
Our team brings extensive industry experience to deliver complete "turn-key" solutions for recreational spaces of all shapes and sizes. We dedicate ourselves to delivering spaces that are not only innovative and safe, but also perfectly aligned with our clients' visions.
Contact us today to transform your playground visions into reality.
Hotels Association on election footing
There’s nothing like an election year to really focus attention on what’s important—not only to the nation, of course, but more particularly to the hospitality sector and our members.
Naturally, this is top of mind all the time for an organisation like the AHA—and our sister body Accommodation Australia—but an election year really brings a razor focus like nothing else.
It’s a chance to set an agenda for three years and to see just where the major parties stand on issues of importance to us.
Make no mistake, this is an industry which is not only worth billions to the Australian economy and employs 350,000 workers directly, but is also the backbone of tourism in the city and the bush —whether we’re talking a room at a bush pub in outback Queensland for the night, or an evening out at a big city hotel in Sydney or Melbourne. Hospitality and accommodation is vital.
So, what are some of the key federal priorities for AHA leading into this election year?
Firstly, to ensure a pipeline of skilled migrant workers. Never has this been more important. The hospitality industry relies on 5000 permanent migration places and 5000 temporary migrant places each year. When a skilled Australian worker cannot be found (and all too often sadly this is the case), hotels rely on skilled workers from overseas.
The Accommodation and Food Services (AFS) industry is predicted to grow by 59,400 jobs or 6.3 percent over the fi ve years to May 2028, and 118,100 additional jobs in the ten years to May 2033.
Skilled migrants, both permanent and temporary, are the only way to fill these gaps nationwide.
Stephen Ferguson CEO, Australian Hotels Association
Outstanding issues causing concern federally include the potential to lose access to sponsorship of key skilled occupations such as chef, cook, pastry cook and hotel and restaurant managers.
The solution is obvious. Where gaps cannot be filled by skilled local workers, the government —whoever forms it after the election should ensure the hospitality industry can sponsor key skilled occupations in numbers similar to the status quo—namely 5000 permanent migrant places and 5000 temporary migrant places.
Another major long-term federal issue is ensuring a pipeline of Australian apprentices.
The accommodation and food service sector are suff ering a shortfall of Australian skilled workers such as chefs, cooks, restaurant managers, and hotel managers due to factors including a huge drop in the number of food trade apprentices and a worrying collapse in hospitality traineeships.
Our solution? Bring back incentives!
Employer and apprentice incentives for hospitality apprenticeships should include payment to employers of food trades apprentices of $2000 per quarter across the first year, plus a $4000 completion payment. Payment to apprentices of $4000 should be paid directly to the apprentice/trainee during
the first 18 months—$5000 completion incentive to also be paid. Hospitality traineeships should also be put on the apprenticeship priority list and we should re-introduce employer incentives at $1500 per quarter for six months plus a $2000 completion incentive.
On a diff erent front, like other industries and the wider community, the hospitality and accommodation sectors are also calling out for an increase in medium-term and long-term rental housing.
New short-term rental technological disruption has caused the residential and commercial accommodation sectors to be out of balance, with major knock-on eff ects. Our hospitality and accommodation sector workforce is suff ering from a lack of available and aff ordable medium to long-term rental housing, especially in regional areas. And our regulated commercial accommodation sector (accommodation hotels) are having to compete on an uneven playing field with an unregulated disruptor.
Our solution for real outcomes is to negotiate with state and territory governments and local councils a nationwide framework for regulation of short-term rental accommodation (STRA) including:
• Mandate a cap of 90 days for un-hosted short term rental accommodation, and enable lower caps such as 60 days at council level.
• Mandatory registration and fees for all properties being made available for short-term rental.
• Ensure STRA platforms enforce compliance and establish large fines for owners of noncompliant properties. Other issues the AHA will be focused on in the lead up to the
election include the need for a reduction in liquor excise.
Aussie consumers pay the third highest liquor taxes in the world. Consumers are awake to this hidden tax and are demanding relief. Any beverage poured into a glass creates a job. Therefore, we propose a 40 percent discount on the excise rates currently paid for spirits and beer sold “on premise” in licensed venues such as pubs, bars, and clubs.
You’d have immediate results and a trip to the pub would not become out of reach for everyday Australians.
The AHA also wants changes to the Fringe Benefi ts Tax (FBT) so all taxpayers who carry on a business are allowed to claim a tax deduction on GST inputs on meal and beverage entertainment, together with allowing a credit for the related GST and not requiring any FBT for the business owner or their employees.
We also want to ensure hospitality businesses are not left out of pocket in any moves to ban debit card surcharges – a policy announced by the government in October (subject to further work by the Reserve Bank).
The electronic payments system is complex and involves many parts, including consumers, merchants, terminal providers, point of sale providers, banks, and debit and credit card companies. The AHA will work with the RBA and government to ensure if debit card surcharges are banned, costs are not simply shifted to other parts of the electronic payment supply chain.
Rest assured we will be working hard on behalf of members.
I hope you had a happy and safe Christmas and you are all set for a fantastic 2025.
It’s going to be a busy year!
Starting off the year with a bang!
While many businesses are still on holiday at the beginning of the year, our members are still in the thick of it helping guests have a great time and making memories.
Our hotels and motels had a solid Christmas season, and the summer holidays are shaping up to be a busy time. This is a good result given we know cost of living pressures have placed demands on family budgets.
Most of our members don’t get a chance to get together and reflect on the year, so it was great to see so many of our leading hotels at the AHA National Awards for Excellence in Brisbane late last year.
The national awards pit the award winners from each state and territory against each other.
The biggest award of the night was Overall Hotel of the Year, Accommodation was won by The Tasman, A Luxury Collection Hotel in Hobart.
Best Superior Accommodation was the Mövenpick Hotel in Melbourne, Best Suite/Apartment Hotel went to The Langham Gold Coast and Best Lifestyle/ Resort Style Accommodation was won by Jackalope Hotels in Merricks North, Victoria.
Best Deluxe Accommodation went to Capella Sydney, while the joint winners of Best Luxury Accommodation was Jamala Wildlife Lodge, Canberra, and Saffire Freycinet, Coles Bay, Tasmania.
Watching the winners announced I could not help but be impressed by the sheer quality and variety of accommodation hotels in this country.
Our industry and its people are truly world class and it is something we all should be proud of.
It’s been a big year of changes for our association, but we have had many successes
James Goodwin CEO of Accommodation Australia
both before I took on the CEO role in September, and after.
Our major focus for the year was policy and advocacy efforts around workforce issues, beginning with the landmark Closing Loopholes legislation passed a year ago where AHA/ AA ensured that the new casual employment provisions, which came into effect in August, were at least workable for the industry.
Migration policy was another major area for advocacy and change.
We were able to obtain from the government a commitment to not limit working holiday maker visas to one year, which was a possibility arising out of an earlier independent review of migration.
We finished this year with over 200,000 working holiday maker
visa holders in country, and many more visas have been granted but the holders are yet to arrive.
Apart from the UK, which is always a great source of working holiday makers, we have seen great interest from France, Italy, Ireland and Germany.
In the most recent announcement of the occupations available for permanent and temporary employer nominated skill migration, almost all of our key occupations remained accessible including chefs, cooks, pastry cooks, hotel managers, finance managers and executive housekeepers. Evidence supplied by members was highly valuable in demonstrating the importance of these occupations.
Data from members was also instrumental in achieving the inclusion of additional hospitality occupations on the revised Australian Bureau of Statistics’ coding system for occupations, which in turn underpins decisions about training and migration.
Most importantly, all of our key supervisory roles have been added to the list for the first time at skill level 3, including bar, restaurant, housekeeping, front office and gaming supervisors. Sommelier has also been added as a new occupation—of
course not new to us, but finally recognised at skill level 3.
These inclusions open up the possibility of sponsoring these important positions for migration once the coding system takes effect over the coming year and great recognition of our industry working together for evidencebased advocacy outcomes.
Official recognition of career paths and skilled roles in our industry has come at a great time for the launch of the new travel, tourism and hospitality platform, eeger.com.au.
We launched eeger to the industry in December in preparation for the major launch in March 2025.
This platform is managed by Accommodation Australia on behalf of all of tourism, hospitality and travel industries and funded by the Australian Government via Austrade.
Heading into 2025 we face a federal election and I urge hotel and motel providers to be active and engage with candidates, to share your stories and your concerns.
We will be pushing to make your voices heard and making sure our industry is top of mind during the campaign and beyond.
James Goodwin at 'eeger' launch with Senator the Hon Don Farrell
Staying disaster-ready this summer holiday season
The festive season, encompassing Christmas and the New Year, is a lifeline for many small towns as drive tourism brings a welcome surge of economic activity. Businesses that may see limited trade for most of the year suddenly experience a boom. Caravan parks are filled with families eager to explore, cafes and restaurants have lines out the door, and local shops are bustling with visitors buying gifts and supplies. It’s a time when small towns truly come alive. For many regional business owners, the holiday rush is more than just busy days—it’s a vital boost that sustains them through the quieter months. With a $10.7 billion impact on visitor expenditure and approximately 90 percent of domestic caravan trips occurring in regional and rural areas, almost every dollar spent at local market or on handmade crafts from a pop-up stall goes back into the community—helping to keep these unique regional areas thriving and vibrant.
Caravanners, who often rely on the great outdoors are understandably sensitive to extreme weather conditions. For example, a heatwave may deter travellers from certain inland regions, while a forecasted storm or flash flood can cause last-minute cancellations or route changes. Bushfires, which are an increasingly common threat during the Australian summer, not only pose a safety risk but also lead to the temporary closure of caravan parks and attractions, affecting the entire local economy.
Weather events and preparedness
Weather events can significantly affect the viability of regional accommodation providers. Australia’s climate is known
for its extremes, and during the summer holidays, severe weather events such as bushfires, heatwaves, floods, and storms can have significant consequences. For many regional businesses, an unexpected weather event can drastically impact visitor numbers, disrupt supply chains, and often cause direct damage to properties.
A big part of this preparation is having strong emergency plans in place. Caravan parks and local businesses are laying out clear steps for what to do if things go sideways, like evacuation routes, ways to keep everyone informed, and specific safety measures for guests. These plans aren’t just boxes to tick; they’re lifesaving actions that help keep people safe, protect property, and make it easier to bounce back when disaster strikes. Being ready for anything shows visitors that these communities genuinely care about their safety and well-being.
Communication and infrastructure
Staying on top of the weather is also crucial. Both caravan park operators and travellers now keep a close eye on forecasts, using social media and direct messages to share any potential risks or changes in services. This open line of communication does more than just keep people safe—it builds trust, letting visitors know they’re in good hands, which makes them far more likely to come back again.
Then there’s the matter of infrastructure. Caravan parks and local councils are investing in facilities that can handle whatever the weather throws at them. This means things like flood-resistant bathrooms and kitchens, firebreaks, and improved roads and drainage to keep areas accessible when the weather’s rough. These upgrades may require some initial cost and effort, but they’re well worth it, helping communities stand strong and recover faster when challenges come their way.
Financial preparedness
Financial preparedness is just as important, yet commonly overlooked. Many businesses are taking a second look at their insurance coverage to make sure they’re fully protected if extreme weather causes damage. Caravan parks are making sure they’re covered, and they’re encouraging visitors to check their own insurance too. Knowing you’re financially secure adds a layer of reassurance for both businesses and travellers, making tough situations a bit easier to handle.
The Road to a Million Campaign
As families across the country face the pressures of rising living costs, the Road to a Million is here to remind Australians that you don’t need to compromise on fun and adventure to enjoy an affordable holiday. With approximately 1300 participating caravan parks nationwide, the Road to a Million campaign gives Australians more reasons than ever to embrace the great outdoors.
In today’s economic climate, finding a holiday that doesn’t break the bank is a challenge, but caravan and camping trips offer the perfect solution. With a chance to win one million dollars up for grabs, now is the time to get out and see all Australia has to offer.
The Road to a Million campaign is a celebration of this value, encouraging Australians to rediscover the simple pleasures of an outdoor holiday while offering the chance to turn their getaway into a life-changing win. For more information, visit www.roadtoamillion.com.au.
Wishing you a safe and prosperous summer
Let’s make this holiday season not only busy but also safe and enjoyable for everyone. Here’s to thriving communities and unforgettable summer adventures!
Stuart Lamont CEO, Caravan Industry Association of Australia
Montague, where unique custom furniture design meets the highest standards of craftsmanship and artistic elegance, crafted solely for the hospitality industry. We transform spaces into luxurious, welcoming environments that leave a lasting impression on your guests, setting your venue apart from the competition.
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• Logistics: Our own partner, with exhaustive experience in shipping throughout the world.
• CAD: A team of 7, furniture design affiliates, 6 project managers and a dedicated QC team.
PERFORMANCE
• 4830 hotel projects produced and delivered since 2000.
• 64 hotel projects delivered in 2024 valued at over $61 million AUD.
• Factories capability 300 x 40’HQ containers per month.
• Funding backing by our owners Getz Bros. We able to produce more than $100 million USD per annum.
We are excited to announce a Melbourne HQ opening in March 2025 in Flinders Lane.
Images: The Radical, Asheville, NC USA
Building the future of inbound
ATEC Meeting Place 2024 event took place on the Gold Coast and brought together over 650 member delegates to connect, collaborate, and focus on the future of our inbound tourism industry. Meeting Place has always been our flagship event, and MP24 exemplified the innovation, resilience, and energy that drive our sector forward.
What was clear from the energy in every room, at each of over 6000 B2B meetings, and at every networking event, is that our industry continues to put its best foot forward with a strong and durable commitment to building a valuable future. We recognise the past 12 months have delivered varying results for our industry, but there has also been significant progress. One truly encouraging sign was the number of new faces at Meeting Place this year— the leaders of our inbound industry’s future—and the increased presence of young people entering the sector.
While Meeting Place 2024 celebrated the resilience and achievements of our industry, insights from ATEC's recent Industry Pulse Surveys paint a complex picture of a sector
still navigating the aftershocks of the pandemic. Recovery remains uneven, with many businesses facing significant hurdles in rebuilding revenue, staffing, and profi tability to pre-pandemic levels.
For suppliers, the road to recovery has been particularly tough, reflecting an industry recalibrating its size and focus in response to changing dynamics. Similarly, while buyers have made notable strides, a significant portion remain cautious about fully returning to pre-pandemic benchmarks, underscoring the ongoing challenges even for those closer to recovery. These insights highlight the importance of continued collaboration, innovation, and targeted support to ensure the long-term sustainability and growth of our sector.
Emerging markets such as
As we look toward 2025, ATEC’s focus remains on driving sustainable growth
South Korea, India, and Japan are showing positive growth, off ering some optimism for the future. Meanwhile, previously strong markets like China remain slower to recover, which is no surprise given the later reopening and a challenging economic environment.
Sustainability and naturebased travel are increasingly popular, with eco-conscious and luxury travel leading demand. However, high airfares and limited connectivity continue to challenge international visitor numbers, impacting buyers and suppliers alike.
Workforce shortages remain a critical issue across the industry, with businesses facing significant challenges in meeting demand.
Workforce training and retention strategies are perennial challenges for our industry, and we welcome the
recent addition of tour guides to the skilled occupation list, along with the retention of some important parameters of the working holiday maker program. Regional businesses have been particularly hardhit, facing limited air access and insufficient infrastructure. Greater investment in these areas will be vital to supporting regional tourism, which remains a cornerstone of Australia’s diverse tourism off ering.
As we look toward 2025, ATEC’s focus remains on driving sustainable growth, addressing workforce challenges, improving air connectivity, and supporting the recovery of both traditional and emerging markets. The insights from our members provide a clear roadmap for ATEC’s advocacy eff orts and have the potential to steer the government towards the areas where attention is needed most.
Peter Shelley Managing Director, Australian Tourism Export Council
Art of welcoming guests with disabilities:
5 Simple tips for reception success
Through our inclusion program for tourism operators, I've been struck by how many participants are unsure about the best ways to communicate with people living with a disability. As the first point of welcome, reception staff have the greatest impact on creating a positive guest experience. Let me share five essential tips to help ensure your employees feel confident and equipped to create an inclusive, welcoming environment for all.
Before arrival
1. Check the correct room type: When handling a booking that requires accessibility, ensure the correct room type is reserved. Often, guests without disabilities either accidentally select this room or choose it for its larger size, which can result in someone who truly needs accessibility missing out. A few days before check-in, reach out with a simple question: "How can we make your stay more comfortable?" This small effort demonstrates your hotel is
genuinely welcoming to those living with a disability and their families. Explain where your disabled parking bays are located or the nearest off-site location.
2. Conduct a pre-arrival check: Are your paths free and clear? Are any laundry cages blocking a clear path of travel? Are the elevators and all lighting operational for the floor on which the guest will be staying?
3. Foster independence:
There is a common assumption that people with disabilities always travel with a companion, but this is not necessarily the case. It’s essential to consider how to make the experience as independent as possible for all guests, ensuring they don’t have to rely on reception for assistance.
The added benefit of this approach is that it also reduces the time staff spend away from the front desk. For instance, are all towels within reach, and is the shower nozzle positioned at an accessible height?
Imagine preparing to shower, only to realise that towels are out of reach. This would force you to call reception for help. How would that make you feel? This type of frustration is one of the most common pieces of feedback from our 35,000 followers.
Arrival
4. Create a human connection:
Each year, I visit around 150 hotels, motels, holiday parks, and resorts. Yet, only a few have reception counters lowered for wheelchair users to check in. The simple solution? Reception staff can step around the desk, sit with the guest, and complete the check-in using an iPad or clipboard. This eye-toeye interaction fosters a more personal, human connection.
5. Offer help respectfully:
Ninety-nine percent of hotel room doors are hard to open because they need to meet fire safety compliance. Guests with physical disabilities may be unsteady on their feet or use
a wheelchair and may find this difficult. On check-in, explain this and offer to help (such as with luggage), but never assume they automatically need assistance. Many are highly independent; if they have responded that no assistance is required, respect that.
Hotel reception staff play a pivotal role in shaping the first impression and overall experience for guests, particularly those with disabilities. By approaching each interaction with empathy, awareness, and a commitment to accessibility, reception staff can transform a simple check-in into a welcoming, memorable moment.
A warm, thoughtful welcome can set the tone for a stay that goes beyond expectations, ensuring every guest feels valued and respected. The impact of a positive, inclusive reception extends far beyond the lobby – it creates a lasting memory and fosters a sense of belonging that guests will carry with them long after they have checked out.
Accessible Accommodation conducts in-person inclusion training programs for hotels, motels, holiday parks, resorts, and short-stay providers. More information is available here: www.theaccessiblegroup.com
Kerry Williams Founder, Accessible Accommodation
Quest Woolloware Bay. Image courtesy of Accessible Accommodation
Image courtesy of Kerry Williams, Accessible Accommodation
with Jason Vogler
Renowned motel broker and newest member of Ras360
Jason Vogler – Senior Broker at Ras360, expert in accommodation and hospitality assets
Ras360 proudly welcomes Jason Vogler as a Senior Broker, specialising in accommodation and hospitality assets across Queensland and New South Wales. Based in Warwick, Jason’s extensive experience and proven track record make him one of Australia’s most successful and respected brokers in the sector.
Since beginning his brokerage career in 2019, Jason has achieved over $120 million in sales across 34 deals within just 18 months. Standout transactions include the freehold sale of Toowoomba’s Platinum International and the Quest Toowoomba
franchise leasehold. Jason has also managed highprofile deals such as the Goondiwindi Motel, Granite Belt Motel, and Roma Explorers Inn, showcasing his expertise in motels, hotels, and caravan parks.
Jason’s hospitality journey began at the age of 12 in his family’s café and evolved through owning and managing three successful motels. During this time, he honed his skills in business operations, renovations, and customer service. He also served as the head chef of a 50-seat licensed restaurant, driving significant revenue growth. Today, his hands-on knowledge and industry expertise make him a trusted consultant and partner for clients, many of whom rely on his foresight and market intelligence to gain a competitive edge in the accommodation sector.
By Mandy Clarke, Editor
Jason, congratulations on joining Ras360 Property Solutions. What inspired this move?
Thank you. After several successful years at ResortBrokers, where I facilitated around 80 transactions totalling $120 million, I was ready for a new challenge. Ras360’s rebranding and expansion into the accommodation sector align perfectly with my aspirations. The opportunity to take on a senior role and shape my own success within this fast-growing company was a key motivator.
Ras360 has undergone significant changes recently. Can you elaborate on the company’s direction and vision? Absolutely. Ras360 rebranded to reflect its evolution over the past 21 years. The company is now expanding its services to include the sale of hotels, motels, pubs, and caravan parks. They’re the buzz company in the industry right now, and I wanted to be part of that excitement. In this senior role, I’ve been given the flexibility to shape my own success, which is really important to me. Over the past six to nine months, they’ve rapidly grown their team. This strategic move aims to offer holistic property solutions, catering to a broader spectrum of the accommodation industry, and I’m excited to contribute to their success.
You’ve had a distinguished career in brokerage.
Could you share some notable experiences?
While big transactions often grab attention, the deals where I’ve built strong friendships with the vendors resonate the most. It’s this rapport that helps me navigate challenging transactions through to settlement. Guiding tough deals through rigorous due diligence has been incredibly rewarding.
What do you find most fulfilling about your role?
Building relationships and guiding clients through critical decisions is immensely satisfying. Having owned and operated motels myself, I understand the challenges and rewards, which allows me to provide tailored advice that helps clients achieve their goals.
How do you see yourself contributing to Ras360’s growth?
My focus is on leveraging my industry expertise and network to drive Ras360’s expansion into new markets. By identifying emerging opportunities and building strong client relationships, I aim to help establish Ras360 as a leader in the accommodation property sector.
Connect with Jason 0427 431 213 jason@ras360.com.au
Top 5 tips for a successful sale
with Adam Partridge, Ras360 Broker, Northern and Central NSW
Selling your motel or accommodation business requires careful preparation to achieve the best outcome. Here are five essential tips to get your business market-ready:
1. Ensure compliance and licences are up to date
Before listing your property, confirm that all compliance requirements and licences are current. Buyers will expect documentation showing your business meets industry and regulatory standards.
Key areas to address include:
• Pool safety certification.
• Fire compliance (e.g., extinguishers, exit signage, and alarms).
• Electrical tagging and testing.
• Food and liquor licences (if applicable).
Proactively addressing these items streamlines the sale process and reassures buyers of your property’s operational readiness.
2. Reflect on your original purchase motivations
Think back to why you originally bought the property. What stood out to you? Was it the location, guest demographics, amenities, or unique selling points? These insights may not be obvious to others but can help craft a compelling narrative. Share these points of difference with your sales team to highlight features that are likely to resonate with prospective buyers.
3. Highlight “highest and best use” potential
If your property has unique characteristics or untapped
potential, consider obtaining a professional valuation focused on its “highest and best use” (HBU). This approach goes beyond standard profit and yield analyses, factoring in:
• Development opportunities.
• Value of additional land holdings.
• Future market trends.
A well-prepared valuation helps justify your asking price and attracts buyers who see the longterm potential of your property.
4. Work with industry professionals
The interpretation of profit and loss (P&L) statements in the accommodation industry can vary. Industry professionals, such as accountants or consultants specialising in accommodation businesses, can:
• Ensure your financial statements are accurate and appealing to buyers.
• Identify ways to optimise profitability before the sale.
• Help address buyer
inquiries with confidence. Their expertise makes your business more attractive and minimises roadblocks during negotiations.
5. Engage a trusted broker early
Choosing the right broker is one of the most important decisions you’ll make. Look for someone who:
• Has experience in the accommodation industry.
• Understands your local town or region.
• Has a proven track record of successful sales.
Building a relationship with your broker early allows them to gain a deep understanding of your business and develop a tailored marketing strategy. A knowledgeable and trusted broker can guide you through the entire process, from setting the right price to closing the deal.
Connect with Adam +61 429 382 511 adam@ras360.com.au
Kevin Tsai – Specialist in Management Rights & Developments
With over 20 years of experience in property development and management rights, Kevin Tsai is a dynamic force in Brisbane’s real estate landscape.
Fluent in Mandarin and English, Kevin provides tailored advice to local and international clients, with a particular focus on Brisbane’s southern suburbs, including Ipswich, Sunnybank, Logan, and the Centenary region.
Kevin’s career highlights include leading multi-milliondollar property developments and uncovering lucrative opportunities for investors. His extensive market knowledge and dedication to supporting Brisbane’s Chinese-speaking community have established him as a trusted advisor in the management rights sector.
A proud alumnus of Brisbane Grammar School, Kevin combines strategic insight with a personable approach, ensuring clients feel confident
and supported throughout their property journey. At Ras360, Kevin remains committed to delivering exceptional results and fostering longterm client relationships.
Connect with Kevin +61 403 443 979 kevin@ras360.com.au
From local player to industry powerhouse
The Ras360o Property Solutions transformation
Since rebranding early last year, Ras360 Property Solutions has emerged from 2024 as the 5th largest seller of residential property across Queensland. Combine this with strategic diversification in their brokerage division, and focus on top-tier talent, the company is poised to disrupt in 2025.
Under the leadership of Christopher Jones (Managing Director), Julia Kent (Director of Growth and Operations), and Nathan Eades (National Director Accommodation), Ras360 has become a standout name in the industry.
In just one year, the team has grown from two brokers to a powerhouse of 14 experts. Revenue is set to triple by FY24/25, with listing activity and deal closures achieving extraordinary growth. Ras360’s reach now spans Queensland’s metro and regional areas and extends along the NSW coastline to Port Macquarie, making its coverage unparalleled.
Expanding horizons: New asset classes
Ras360 is expanding beyond it’s Residential Sales and Management Rights roots, moving into Motels, Hotels, Pubs, and Parks. Led by Nathan Eades, this strategic diversification targets high-growth asset classes across regional Queensland, metro NSW, coastal regions, and Victoria.
“We’ve redefined the industry with exceptional service, a strong network, and a team that prioritizes clients’ unique demands,” said Eades. “Speed, honesty, and a client-first approach are at the core of our beliefs.”
An
all-star
team of experts
Ras360’s ability to attract top-tier talent is a key factor behind
it’s meteoric rise. The growth in team size is impressive, yet it’s the quality of those hires that’s generating buzz. From seasoned industry veterans to fresh names that bring a new perspective, the company has built an all-star lineup that has redefined what’s possible in the property brokerage space.
Trailblazing innovation: A social evolution
While recruitment has been a key driver of success, Ras360’s rebrand has delivered more than just a new name. Under the guidance of Director of Growth and Operations, Julia Kent, the company has also embraced a significant evolution in its marketing, technology and support team. From smarter data management to content strategy designed for operators in the industry, these innovations have modernised the way Ras360 interacts with clients
3600 Wins
Robert Collins (Brisbane) – Director of Management Rights and true industry royalty, Robert has been with Ras360 for over a decade.
Kerrie Lush (Gold Coast) – Longtime team member, well-known figure in the Management Rights industry also having a deep history with the company.
Rossina Gall (Sunshine Coast) –Multi-talented in both Residential and Management Rights Sales. Also a long-time MR owner herself.
2023 - November
Paul Mueller (Gold Coast) – a long term broker across several companies, Paul has established himself as a leader in this team.
2024 - February
Residential sector receives 7 x Rate My Agent awards, with Mathew Anderson awarded Top 10 Qld and Top 5 Brisbane agent awards.
and brokers, and provide a foundation for sustainable growth.
REB Innovator of the Year Finalists
Being recognized as a finalist in such a prestigious national award highlights how far Ras360 has come. It reflects a broader industry acknowledgment of the company’s fresh approach and forward-thinking mindset. Due to be announced February 2025.
Building a strong leadership legacy
“The success of our residential sales division, ranking as the 5th largest seller of residential property across Queensland in 2024, reflects the strength and legacy of a business that has thrived as an industry specialist for over 22 years.”
His strategic vision and emphasis on a legacy of professionalism,
April
Nathan Eades (National) –Joined as a key player to manage the relaunch and expansion of Ras360.
Malcolm O’Farrell (North Brisbane) – An iconic family in the industry and significant addition to the team.
May
Joel McCartin (Central Brisbane) – A driven newcomer bringing fresh energy to Brisbane operations.
July
Leigh Carson (Central QLD) – Bringing extensive regional knowledge and a stellar track record.
Adam Partridge (Sth Gold Coast & North NSW) – Leveraging his hospitality background to cover one of the industry’s most dynamic regions.
August
Shane Croghan (North QLD) – A respected industry veteran with deep local expertise.
Geoff Hatchman (Sunshine Coast) – A standout performer with a proven
fun, honesty and trust, have given the company a strong foundation for sustained growth and good times! “Enjoying what we do permeates every aspect of Ras360’s operations, from recruitment and expansion, to client service and deal execution.”
The success story of 2024 is just the beginning. The next phase of growth will see the company ramp up its activity in Motels, Hotels, Pubs, and Parks. To support this strategic shift, the company is doubling down on regional expansion. The roadmap includes further development in key locations like regional QLD, metro NSW, western and southern coastal NSW, and Victoria.
While 2024 was about establishing foundations for growth and recruiting some of the industry’s best talent, 2025 is set to be a blockbuster year that aims to cement them as a leader in the sector. All eyes on this space.
history of success. Geoff has had an immediate impact, listing 20 properties since starting with Ras360.
November
Kevin Tsai (Brisbane) – A bilingual property expert with extensive experience, reflecting Ras360’s commitment the Chinese community and the wider market. Nominated as a finalist for the Real Estate Business (REB) Innovator of the Year 2025
December
Syd Douglas (Gold Coast) – A highly experienced industry campaigner, launching the group’s first podcast, focused on education and insights into Management Rights.
2025 - January
Jason Vogler (S/West QLD) – Jason will spearhead Ras360’s expansion into Toowoomba, Darling Downs, and South/Western QLD, while also extending into Northern NSW.
February
Buyer’s event hosted by Ras360 and 9 industry professionals on the Gold Coast.
2025 Guide to guestroom technology
By Sarah Davison, Industry Reporter
Modern consumers demand personalised experiences across all aspects of their lives—from online shopping to streaming services—making it essential for hotels to deliver the same level of customisation that travellers now expect.
Advances in marketing technology and the wealth of customer data generated by online bookings have propelled hyper-personalisation to the forefront. For hotels, this isn't just a trend but a crucial strategy to secure bookings, foster guest loyalty, and drive sustained profi tability.
Reimagining in-room entertainment
In today’s tech-driven world, in-room entertainment is undergoing a transformation to meet evolving guest expectations. Hotels are redefining the guest experience with cutt ing-edge technologies that go beyond traditional television. Ultra-high-definition smart TVs with app integration, interactive displays, and multifunctional digital platforms are at the heart of this evolution, turning hotel stays into tailored experiences.
Personalised streaming services are leading the charge, enabling guests to enjoy their favourite content just as they would at home. With casting and mobile integration, travellers can easily access their own entertainment, creating a sense of comfort and familiarity.
But it doesn’t stop at video. Immersive audio systems, including bluetooth speakers and surround sound setups, elevate the in-room experience, off ering a touch of luxury. Digital
compendiums are also evolving into versatile platforms, blending functionality with entertainment. They provide instant access to hotel services, curated local guides, and bespoke recommendations, enhancing the overall stay.
This new wave of in-room entertainment isn’t just an added feature; it’s a reflection of the growing emphasis on personalisation and interactivity in hospitality. For hotels, these advancements are an opportunity to diff erentiate themselves, increase guest satisfaction, and redefine what it means to feel at home while travelling.
For more, AccomNews spoke to some industry authorities on guest room technology.
SiLANT General Manager Ramon Fernandez
In 2025, what are guests looking for in their inroom technology?
Ease of use and familiarity –from the time they walk in the room, guests want to have access to the same technology that they have at home. Two
General Manager
of the key elements are high speed wifi and the ability to view their own content. Guests want to have the capacity to watch what they want when they want it. That will increase the need for fast and reliable networks. Integration of the network within the in-room technology is more important now than it has ever been before.
What are the benefi ts of off ering casting and mobile device integration for accommodation operators?
The best interactive TV systems enable hotels to promote their property and brand. It also gives hotels the opportunity to use revenue drivers to guests in a way that’s eye-catching, intuitive,
convenient, and take advantage of all that the hotel has to off er. It can simplify life for the operator by freeing up time reducing in person interactions with messaging, Account review, express checkout, eliminate in room clutter and strengthen the brand and character of the property and enhance customer loyalty.
How important is personalisation when it comes to in-room technology?
Very important. Personalisation is eye-catching, intuitive, convenient, and encourages guests to take advantage of all hotel services. Guests can watch their own content on their phones, but personalising their experience in the room will be key for the guest experience, and brand recognition.
As guest expectations evolve, what innovations or features do you believe will become standard in guestroom entertainment over the next few years?
Seamless connectivity. Making the entire process of connecting and sharing the guests’ content from check-in to check-out without compromising their privacy. P19
Ramon Fernandez, SiLANT
Image courtesy of SiLANT
Drive revenue, guest satisfaction and brand loyalty with SiLANT
One of the most critical aspects of providing a beneficial guest experience is providing the same if not better off erings as to what they have at home.
SiLANT is excited to announce a new interactive platform from our partner SONIFI, the industry leader in in-room guest entertainment.
SORA is an interactive platform from SONIFI that uses in-room TVs to promote your brand, improve satisfaction, increase guest loyalty, simplify operations, and generate revenue.
Every touchpoint throughout your property is designed to deliver memorable guest experiences; SiLANT believes in-room technology should do the same.
With our new SORA off ering, SiLANT can deliver the digital
experiences that guests want in a way that’s unique to your property. Showcasing your brand and marketing your property is front and centre with customisable menus, interfaces, and features.
Integrations with your PMS and other systems automate personalisations
on SORA to make things easier for staff to extend digital hospitality to guests, such as greeting guests with time-aware elements, sending customised messages and promotions, account review and late checkout purchases, and elevating the content guests are using.
SiLANT system integrations off er simple, intuitive self-service options so guests can choose how and when they want to interact throughout their stay.
SiLANT with SORA gives access to all the entertainment guests want most: free-to-guest live TV programming, streaming from thousands of apps via STAYCAST –SONIFI’s patented casting solution – and premier on demand content, including still-in-theatre movies, international and independent films, family entertainment, and wellness programs.
Impress your guests with every stay and talk to SiLANT to find out more how our systems can drive revenue, guest satisfaction and brand loyalty.
To learn more email us at sales@ silant.tech, or visit: www.silant.tech
Dynamic customised solutions designed to engage your guests
Our Interactive Experience is crafted to elevate guest engagement through a personalized and immersive journey. Communicate effectively with your guests, showcasing your brand, hotel features, amenities, and services in a tailored manner with our innovative solutions. Make your guests feel at home with our casting solution, providing access to over 2,000 apps.
Guests can change to a late checkout without needing to call the front desk.
Reimagining Hotel Security
At ASSA ABLOY Global Solutions, we’re dedicated to re-imagining how people move through their world – and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.
Mobile Access Self-Service Kiosks
VingCard Locks
Elsafe Safes Energy Management Minibars
The global leader in door opening solutions
Scott Wiedemann, National Accommodation Manager at Foxtel
What are guests looking for in their in-room technology in 2025?
Guests are increasingly prioritising convenience, control, and personalisation in their in-room technology. Modern travellers now expect smart technology that recognises their preferences and easily adapts to their needs.
Gone are the days when a comfortable bed and wifi were enough, today’s guests seek technology that allows them to adjust their room environment, order services, and access tailored content with ease.
What trends do you see shaping the future of inroom technology?
Personalisation and seamless
convenience will be the defining trends shaping in-room technology. Modern guests expect a smooth experience from booking through to checkout, and features like mobile check-in and digital keys are quickly becoming standard. These technologies empower guests to check in at their leisure and make in-room adjustments, such as lighting and temperature, with just a few taps. Personalisation at each touchpoint ensures guests feel valued and enhances their overall experience.
How important is personalisation to the guest experience?
Personalisation is critical to today’s guest experience, driving both satisfaction and revenue opportunities. For example, integrating loyalty programs with digital concierge services allows hotels to promote special packages, local tours, in-house dining, and future bookings. This personal approach not only fosters loyalty but also maximises upsell potential, turning each guest interaction into a chance to elevate their stay.
What innovations or features do you believe will become standard in guestroom entertainment over the next few years?
The next big innovation will be deep personalisation—
where in-room technology remembers each guest’s preferences, interests, and needs. Advances like seamless smart device integration will enable hotels to off er an adaptive, intuitive experience that feels unique to every visitor.
Through personalised content and interactive features, guestroom entertainment will evolve from passive viewing to an immersive, individually crafted experience.
Anything else you would like to add?
Looking ahead, personalisation should be a focus across the guest journey. By sending tailored pre-arrival off ers, and customising in-room setups based on past stays, hotels can make guests feel anticipated and appreciated. Tech solutions like digital compendiums and IPTV not only enhance the in-room experience but also create upselling opportunitiestransforming these features into both a guest convenience and a revenue boost.
Images courtesy of Foxtel
The Foxtel Business iQ elevates your in-room entertainment experience, offering your guests an unrivalled range of content options alongside a fully customisable engagement platform.
Digital concierge: provide your guests with access to all your hotel information including local attractions, dining options and in-house services
Upsell platform: promote your amenities, offers and loyalty programs to guests to help drive incremental revenue
Customisable Interface: add your logo, branded background screens and send personalised welcome messages to reinforce your brand personality
Book an in-person or online demo today
Call 1300 792 883
Or visit www.foxtel.com.au/biq for more information
Display your hotel’s offerings
Promote hotel services
Highlight dining options
Boost upsell opportunities
Advertise offers and promotions
Drive in-house transactions
Customise the interface to reflect your hotel’s brand
Send welcome messages
Insert your hotel’s branding
Customised background screens
Give your guests access to Foxtel’s unrivalled entertainment
20,000 hours of movies and TV shows
50+ sports live
24-hour Global news coverage
In-room technology trends in 2025:
Enhancing the guest experience and operational efficiency
By Steven Barnwell, Director of Sales and Marketing, Vintech
Guests now seek a blend of convenience, personalisation, and sustainability in their stays. Here’s a look at what guests are looking for in their in-room technology, how it can improve operational efficiency, and the innovations that are set to become standard over the next few years.
Multi-functional digital platforms
Guests expect more than just basic amenities; they want a comprehensive digital experience that enhances their stay at every touchpoint. Hoteza exemplifies this with its range of solutions:
Smart TVs & interactive displays
The integration of smart TVs and interactive displays are set to revolutionise in-room experiences:
• Personalised welcome screens: Upon entering their rooms, guests are greeted with personalised screens that off er entertainment and integrate with hotel systems like PMS, SOS, and GRMS. This integration allows guests to view live billing details, make service requests, and even check out seamlessly with online payments.
• Room control features: Transforming the TV and personal device (mobile phone/tablet) into a central
hub, guests can manage lighting, temperature, curtains, and other room sett ings, enhancing comfort and convenience.
• Enhanced entertainment options: Access to a variety of streaming services, multilingual content, and compatibility with personal devices ensures a consistent and intuitive experience.
Personalised streaming & entertainment services
Guests increasingly expect a personalised and private viewing experience:
• Secure streaming access: Hoteza allows guests to log into their streaming accounts directly from their in-room TV, off ering a secure and uninterrupted viewing experience to the guest's preferred content.
• On-demand entertainment library: Catering to diverse preferences, this library off ers a wide selection of movies, shows, and tailored recommendations from the latest in entertainment releases.
• Device connectivity: Seamless interaction between personal devices
and in-room displays is crucial, with connectivity extending to other Hoteza solutions like HotSign and the Guest App.
Casting & mobile integration
Incorporating guests’ personal content into their hotel experience is becoming standard:
• Cloud Cast: Hoteza’s Cloud Cast allows guests to watch content from apps like Netflix and Disney+ on their in-room TV by simply scanning a QR code.
• Dashboard Analytics: This tool allows hotel staff to monitor usage, optimise accessibility, and ensure the solution is performing at its best.
Enhancing operational efficiency
In-room technology not only enhances the guest experience but also improves operational efficiency:
• Streamlined operations: Integrated systems reduce the workload on staff by automating tasks such as check in, room service orders, maintenance requests, and check-outs. This is achieved through
seamless integration with systems such as the PMS, BMS POS, Workflow, Interel GRMS and EOS, ensuring a cohesive and efficient operation.
• Energy management: Smart room controls, integrated with Interel GRMS and EOS, can significantly reduce energy consumption by integration of the HVAC to the INterel RCU and customisation of thermoregulation and adjusting lighting and temperature based on occupancy and guest preferences.
Sustainability through technology
As hoteliers increasingly seek sustainable solutions, energy-efficient guestroom technology plays a vital role. With smart thermostats and lighting systems, it can simply adjust sett ings based on customised logic for the RCU and occupancy, reducing energy wastage and contributing to an eco-friendlier stay.
In 2025, in-room technology is set to transform the guest experience by off ering personalised, seamless, and sustainable solutions. Innovations like multi-functional digital platforms, smart TVs, personalised streaming services, and mobile integration not only meet evolving guest expectations but also enhance operational efficiency and support sustainable practices.
As the hospitality industry continues to embrace these advancements, guests and operators can look forward to an elevated and more eco-friendly stay.
Image courtesy of Vintech
In-Room Dining & Service with Hotpad
Mobile Key
Room Control
Hoteza TV
Smart access, seamless stay:
Contactless technology
By Sarah Davison, Industry Reporter
As the hospitality industry evolves, guest expectations for convenience, security, and efficiency are redefining service standards.
At the heart of this transformation is contactless technology, which is revolutionising how accommodation providers deliver exceptional stays. From mobile access integration to advanced security platforms, these innovations are sett ing a new benchmark for seamless and personalised guest experiences.
Contactless tools such as mobile messaging, artificial intelligence, and voice activation have become indispensable. While these technologies are not entirely new, their importance has surged, driven by pandemic-era demand for safety and minimal contact. Today, they are no longer optional but essential for meeting the needs of modern travellers. This rapid adoption
There is nothing worse than arriving at a hotel … and then having to wait 10 to 15 minutes to check in
represents the culmination of years of innovation, propelled into the mainstream by a global push for safer, more efficient service models.
Oracle and Skift’s "Hospitality in 2025: Automated, Intelligent… and More Personal" report underscores the growing dominance of contactless technology in hospitality. More than 60 percent of global hospitality executives predict that fully contactless experiences—including check-in and check-out, food and beverage services, and room access—will become standard within the next three years. Comparatively, only 31.2 percent foresee a shift to self-service models where staff are available only upon request. This data aligns with traveller preferences: 53.6 percent of guests expressed a
strong desire for contactless check-in and check-out to become permanent, while 49.1 percent value the convenience of contactless payment options. Clearly, contactless technology is no longer a luxury—it is a fundamental cornerstone of the postpandemic guest experience. The growing popularity of short term rentals has also shaped guest expectations. Platforms like Airbnb, Vrbo, and Sonder have introduced travellers to simple digital check-ins, 24/7 online host access, and immediate availability of property-specific amenities and services. Hotel guests now expect the same level of convenience and accessibility, demanding a more integrated and technology-driven approach. At the same time, the ongoing
labour crisis, marked by staff shortages, wage inflation, and employee dissatisfaction, is presenting significant challenges for hospitality providers. Lower staffing levels and operational pressures are driving reduced guest satisfaction and threatening profi tability. While some pandemic-era operational adjustments have stabilised or become standard, the surge in leisure travel demand and the revival of business travel is creating operational bott lenecks. Even the most efficient properties are feeling the strain.
This confluence of rising guest expectations, short term rental influence, and labour challenges underscores the urgency for hoteliers to adopt advanced technologies. By bridging operational gaps with innovative solutions, hotels can not only meet current demands but also position themselves to scale efficiently and thrive in the evolving hospitality landscape. The future of the industry hinges on its ability to adapt, and contactless technology is leading the charge.
Image courtesy of ASSA ABLOY
Room Key in Apple Wallet
With room key in Apple Wallet, give guests the convenience of accessing hotel spaces with just a tap of their iPhone or Apple Watch. No need to unlock or open any apps.
Skip the lobby
Hold the iPhone near the Vingcard lock
Open the door
Learn more about room key in Apple Wallet visit vingcard.com/apple-wallet
To learn more about the future of contactless technology, AccomNews spoke to ASSA ABLOY Managing Director Michael Benikos
How have you seen contactless technology evolve in the hospitality sector over the past few years?
I've seen remarkable advancements in contactless technology within the hospitality sector. Mobile phone key solutions, including room keys integrated into mobile phone digital wallets, have significantly enhanced guest convenience. Now, hotel’s have the option of using an APP which is normally part of a loyalty program or sending it directly to the wallet from an email or text message.
As well as digital wallet solutions, we have also seen the evolution of self check-in using tablets to check the guests in and issue keycards. As well as that option, web check in where
guests can check in prior to arriving at the hotel and then pick up a card via a self checkin station or at the front desk is becoming very common.
How does mobile access enhance both guest satisfaction and operational efficiency?
The solutions not only streamline check-ins but also reduce wait times, allowing staff to dedicate more time to personalised service, thereby elevating guest satisfaction. Coming from someone who travels a lot there is nothing worse than arriving at a hotel after a long flight and taxi ride and then having to wait 10 to 15 minutes to check in.
How do advanced access systems optimise back-of-house operations and staff workflows?
The systems optimise backof-house operations through real-time monitoring and secure access control, simplifying workflows for staff. They can integrate with DND/MUR to alert housekeeping to prioritise and clean rooms more efficiently. Online systems can monitor battery levels of locks and other devices, cancel lost cards remotely and alert staff of doors not secured as well as wandering intruders trying cards on locks they have stolen or found to see if they work.
How can properties balance the need for customisation with the desire for simplicity in installation?
Properties can quickly achieve both customisation and installation simplicity by leveraging our flexible, modular systems. Properties should invest in products with hardware that is upgradeable by firmware or software rather than new hardware, as technology is changing rapidly and upgrades will be required more often in the future if hotels would like to use the newer technology.
What advancements in contactless technology should the industry anticipate over the next few years?
Looking ahead, we anticipate exciting advancements such as enhanced IoT integration, which will further enrich the guest experience and improve operational capabilities. Integrations with guestroom management systems to enhance energy savings as well as newer lifts like destination control are already happening, but become more common. We also see the move to cloudbased systems as it is easier and more cost effective for IT departments to support and keep systems up to date.
Finally, we also expect hotels to focus more on cyber security to combat online threats, and from the locking side focus on securing their systems to stop card cloning or copying.
Images courtesy of ASSA ABLOY
Michael Benikos
Luxury sleep:
How high-end hotels are redefining sleep
By Sarah Davison, Industry Reporter
Ever wondered why the bed in a luxury hotel feels like a cloud? It's not magic—it's all about the right mix of materials, design, and tech.
In the world of high-end hospitality, the bed is more than just a place to sleep; it’s a factor that can define the entire stay. For hotel guests, sinking into a meticulously crafted bed after a day of sightseeing or business,
is the ultimate indulgence. A good night’s sleep is a luxury in itself, and for many, it’s one of the defining features of their hotel experience. Studies have shown that 73 percent of hotel guests report that they sleep better in hotel rooms than in their own homes.
Research from Hotels.com, based on a survey of 2000 U.S. adults, revealed that the design and quality of hotel beds play a significant role in this phenomenon. The study highlights factors such as
quieter environments, physical exhaustion from hotel amenities like gyms and pools, and the ability to escape everyday stressors as key contributors to a restful night’s sleep. But at the core of this sleep revolution is the hotel bed itself.
But what sets these luxury hotel beds apart from the ones at home? The secret lies in a combination of advanced technology, premium materials, and expert craftsmanship. From custom-designed mattresses to high-thread-count linens, every
detail is considered to ensure an indulgent, restorative experience.
For a five-star experience, investing in top-tier bedding is no longer optional; it's a critical component of a hotelier’s service offering. A high-quality bed can transform a simple stay into a restful and rejuvenating experience.
The bed’s impact is so significant that it often shapes the lasting impression of a hotel stay, influencing guest satisfaction, guest reviews and ongoing loyalty.
To learn more about how to elevate the guest sleep experience, AccomNews spoke to SlumberCorp’s Neil Mortern and Group Commercial Manager at AH Beard Peter Deveny
How do high-end hotel beds elevate the guest sleep experience, and what should accommodation providers consider when choosing the right option for their space?
Neil Morten: Comfort and support are the prime considerations for accommodation providers in elevating guest experience, guest retention and return custom. The premium product option will have a combination of high-quality supporting spring systems, preferably pocket coil springs to reduce and minimise partner disturbance thereby providing a more restful sleep, combined with high quality comfort fill layers that reduce pressure point discomfort and disburse body heat.
Peter Deveny: Guest expectations are much higher now than what they have ever been, due mostly to the growth in sales of high-end beds
through retail channels. Many guests have very high-quality beds in their own homes, and they expect that if they are staying in a high end hotel, that the bed will give the same, or an even higher, level of comfort and luxury than what they have in their own bedroom. Think of what you want the guest to experience and shop accordingly, buy the
best quality bed your budget will allow and don’t forget things like high quality linen and duvets, and great pillows, with variations in fill and feel.
How are adjustable bed bases transforming the guest experience and what are the key features to look for?
Neil: Adjustable beds provide a premium guest experience
with multiple function options available including zero gravity sett ing, various adjustable head and leg lift sett ings to suit each individual, get out of bed electric assistance, lower lumbar support adjustment and massage functions.
Peter: Again, many more adjustable bases are being sold through retail channels, and we are seeing growing demand in the hotel space.
Look for features like adjustable head and foot incline, Zero G for complete relaxation and integrated under bed lighting that turns on when the guest gets out of bed. Massage is another popular feature, but consider the impact on the rooms around as the vibration can also mean noise that transfers to surrounding rooms.
How can hoteliers balance sustainability and luxury? What are the key considerations when aiming to meet guest expectations across both?
Neil: Purchasing Australian manufactured products is paramount to ensuring positive sustainable outcomes.
Images courtesy of AH Beard
Australian producers are consistently innovating their production processes, monitoring and examining component supply and ensuring the highest standards are met, investigating sustainable alternatives and partnering with industry affiliate groups where sustainability, recycling and minimising environmental impact is at the fore. Buying Australian made is the key to ensuring the highest standards are met and products are manufactured to world class levels, utilising the best components available.
Peter: This has been a key challenge for the bedding industry generally, and one we are much better at than we’ve ever been. Most responsible Australian manufacturers are now using materials and manufacturing techniques that make as much of the matt ress as possible able to be recycled or recovered and there is a growing national network of recycling and dismantling facilities that can sustainably recycle or dispose of your old beds.
The most important thing that hoteliers can do is to plan for the end of life of their beds. Set aside a budget for responsibly disposing of your old beds; we do it when we replace the tyres and oil in our cars, and a bulky product like a matt ress can be much more problematic to dispose of sustainably.
Look to partner with local charity and relief organisations. If your beds are clean and in good condition, they will most likely be very welcome.
Turning up at your local charity store with 100 beds to dispose of is not going to be welcome, so plan ahead and initiate the discussion well ahead of when you are planning to replace your beds.
Sleep wellness is a growing trend. How can hoteliers best capitalise?
Neil: Australian manufacturers are constantly on the hunt for innovative environmentally friendly components and materials. Products that are organic, contain natural materials such as cotton,
A high-quality bed can transform a simple stay into a restful and rejuvenating experience
bamboo, wool, silver and copper are some of the innovations Australian manufacturers use in their production that enhance sleep wellness and contribute to a healthier night’s sleep.
Peter: Get serious about providing a premium sleep experience. This means not just considering the bed, but all of the elements in the room and surrounding spaces that contribute to a great sleep
environment. Engage sleep wellness experts who can help put together a programme that eff ectively addresses the challenges that many people deal with that prevent them from sleeping well.
Ultimately, the bed is a key part of the sleep experience, but it needs to work harmoniously with the rest of the room to deliver a truly premium sleep experience.
Image courtesy of SlumberCorp
KIND FOR BODY, KIND FOR PLANET
Hunter Amenities is thrilled to unveil the upcoming launch of VAHY, a luxurious new addition to our hotel amenities collection. Explore the elegance of VAHY and request your complimentary sample of these extraordinary products today.
A partnership in luxury Hunter Amenities and Mondrian Gold Coast:
By Mandy Clarke, Editor
Hunter Amenities, a global leader in premium hospitality products, is celebrated for its sustainability, ethical sourcing, and collaborations with iconic brands. Their focus on crafting elevated guest experiences aligns seamlessly with the vision of Mondrian Gold Coast, poised to open in Q2 2025.
This luxurious Burleigh Heads hotel, featuring 208 designled rooms and suites with breathtaking ocean views, has partnered with Hunter Amenities to deliver an unforgettable sensory experience.
AccomNews spoke with Brad Mercer, General Manager of Mondrian Gold Coast, to explore how this partnership redefines guest luxury and creates a truly memorable stay. In what ways do you think thoughtful amenities contribute to creating a memorable guest stay?
Thoughtful amenities are an essential part of crafting a memorable guest experience.
While in-room amenities like toiletries might seem traditional, they play a significant role in enhancing a stay. Today’s travellers are accustomed to high-quality, niche products in their daily lives, so offering something unique and premium during their hotel stay elevates the experience. Many guests even enjoy taking home a small piece of their stay, like a shampoo or conditioner—a little luxury that evokes fond memories of their time at the hotel.
Amenities also create a sensory experience, connecting guests to specific memories and emotions.
That’s why we’re so excited about our partnership with Hunter Amenities to introduce the global luxury brand Le Labo and its iconic Santal 33 line in our studios, suites, and homes at Mondrian Gold Coast. This collaboration not only enhances our guests’ in-room experience but also sets us apart, offering a sense of exclusivity.
How has working with Hunter Amenities enhanced the guest experience?
Our partnership with Hunter has been seamless; they truly understand the kind of experience we want to create for our guests. From the start, their alignment with our goals
was evident. We’ve already received positive feedback from sales and media partners about the inclusion of Le Labo’s Santal 33 as our in-room amenity, which reinforces our confidence in this collaboration.
As we prepare for the opening of Mondrian Gold Coast in Q2 2025, Hunter Amenities has proven to be a natural fit. They recognised the uniqueness of our Burleigh Beach location and the significance of debuting a global luxury lifestyle brand in the Australian market.
This partnership has been symbiotic. Hunter Amenities deeply understands the lasting impression we aim to create, and their role in shaping that experience is vital. The overwhelmingly positive feedback we’ve already received confirms that we are perfectly aligned in delivering a luxurious experience. To us, the Le Labo amenities aren’t just products—they embody Mondrian’s aesthetic intelligence and elevate our standing as a leading luxury lifestyle brand.
Image courtesy of Mondrian Gold Coast
Image courtesy of Hunter Amenities
To learn more about Le Labo hotel amenities we invite you to connect with Hunter Amenities for personalised assistance. Please contact Erica Nolan on 0429 027 131.
How have you leveraged amenities to differentiate your hotel from its competitors?
At Mondrian Gold Coast, we are committed to creating a unique, immersive experience that reflects our brand’s identity and values while celebrating the vibrant spirit of our location. Our upcoming opening in Q2 2025 marks our Australian debut, and we’re excited to bring a new direction to lifestyle hospitality in the region, inspired by the eclectic rhythm and creative community of Burleigh Beach.
Today’s travellers are looking for more than just a traditional hotel stay—they seek authentic, creative, and immersive experiences. This is central to the Mondrian brand. Our partnership with Hunter Amenities and the inclusion of Le Labo’s Santal 33 line perfectly align with this ethos. The iconic scent encapsulates the laid-back, sunkissed atmosphere of Burleigh Beach while also enhancing the overall luxury experience.
This collaboration allows us to offer something truly distinctive—not just a place to stay but an entire sensory journey. From curated programming to bespoke experiences, our commitment to local culture and community extends beyond the rooms and resonates throughout the hotel. By incorporating Le Labo into our offerings, we’ve crafted a holistic luxury experience that engages guests across all touchpoints, including our restaurants, bars, and spa.
How does Hunter Amenities align with your environmental goals?
Sustainability is a core value for Mondrian Gold Coast and our parent company, Ennismore. We are committed to providing environmentally responsible hospitality products, focusing on eco-friendly manufacturing, ethical sourcing, and partnering with brands that share our dedication to sustainability.
Hunter Amenities stands out as a partner who aligns perfectly with these values. Their commitment to sustainability is evident in their approach to in-room amenities and toiletries, working only with like-minded partners. Through this partnership, we selected Le Labo as our
in-room amenity provider. Le Labo is known for its leadership in balancing luxury with environmental stewardship, making it an ideal choice to complement our sustainability initiatives.
What advice would you give other hotel groups looking to elevate their guest experience through partnerships in the amenities space?
The first step is to deeply understand the guests you aim to serve. Consider their lifestyle, aspirations, and what you want them to take away from their stay. Today’s travellers are mindful of their choices, so it’s important to stay attuned to trends, not just in hospitality but also in sectors like lifestyle, beauty, and wellness.
Guests increasingly seek brands that align with their values, particularly in sustainability, while still offering luxury and exclusivity. Selecting amenities that harmonise with your hotel’s identity and values is key—they should bring the hotel’s essence to life in a way that resonates with guests. Partner with an amenity brand that has a proven track record and a portfolio of products that align with your property’s location and audience. Ensuring your
partner shares your sustainability goals will elevate the guest experience while demonstrating environmental responsibility. In essence, the key is collaboration—with the right amenity partner who aligns with both your brand’s identity and your guests’ expectations. This will ultimately elevate the guest experience and help build a meaningful, lasting connection with those who stay with you.
What trends do you see shaping the future of hotel amenities?
Several trends are shaping the future of hotel amenities. There is a growing emphasis on bespoke and niche beauty, scent, and wellness brands that appeal to modern travellers seeking personalised, highquality experiences.
Sustainability continues to be a critical focus. Guests increasingly expect hotel brands to partner with sustainable and ethical amenity providers. This aligns with a broader demand for responsible, eco-conscious travel.
There’s also a rise in demand for locally sourced and artisanal products that reflect a brand’s connection to its destination. Additionally, sustainable packaging solutions, such as refillable dispensers, are
becoming the norm—even in the luxury segment.
At Mondrian Gold Coast, we’ve embraced these trends by featuring Le Labo’s Santal 33 line, ensuring both an elevated and environmentally conscious guest experience.
Can you share a memorable moment or success story from this collaboration?
While Mondrian Gold Coast is still preparing to welcome guests, the excitement and positive feedback we’ve already received about our collaboration with Le Labo have been incredibly encouraging.
Since announcing Le Labo’s Santal 33 as our in-room amenity, our sales and media partners have shown great enthusiasm. This early response reaffirms our confidence in this collaboration as a key differentiator when we open.
Hunter Amenities has truly understood our vision for Mondrian Gold Coast and the broader brand’s debut in Australia. Their alignment with our goals gives us great confidence as we approach our launch. We’re excited to see how this partnership will come to life once we begin welcoming guests.
Image courtesy of Mondrian Gold Coast
endota hotel amenities are offered exclusively through Hunter Amenities. Transform your guest experience—connect with us to learn more.
The art of recognition: How ahs hospitality celebrates housekeepers
By Sarah Davison, Industry Reporter
At ahs hospitality, housekeepers are not only an integral part of the team, they’re also at the heart of what the company does.
Although their hard work is appreciated every day, Housekeeping Appreciation Week, held annually in the second week of September, provides an extra opportunity to celebrate and show gratitude for hard work and dedication of the housekeeping team.
In recent years, this celebration has evolved into what is now known as the Housekeeping Olympics, a week of activities that not only recognises the achievements of housekeepers but also provides a platform for fun, creativity, and camaraderie. According to the team at ahs hospitality, the idea for the event stemmed from a desire to create something memorable and unifying.
“The inspiration behind the Housekeeping Olympics was to create a fun and memorable Housekeeping Week that united all our housekeepers across Australia and New Zealand,” ahs hospitality General Manager People and Culture ANZ Ben Kazakoff said.
“We traditionally celebrated housekeeping week by having games and lunches at the various hotels we support, however this was done at each site. We thought it would be great to ramp it up a notch by not only continuing the games at each site but then getting the best of the
best together at our state-based towel art and bed making championships to have some fun and enable our teams to realise that they are part of a much bigger organisation.
“As housekeeping week is a week to acknowledge and appreciate the hard work of housekeepers in keeping our client hotels looking its very best for guests to enjoy their stay, by hosting our Housekeeping Olympics the same week, it gives our housekeepers something to look forward to, inspires their creativity and the opportunity to meet their fellow team members who work at other hotels.”
The Housekeeping Olympics officially started in 2022, and the event continues to grow each year, with more than 500 photo submissions making their way to the judging team in 2024 alone. The towel art contest is a standout event of the Olympics, with swans, elephants, teddy bears, seashells and flowers all lovingly
crafted by the housekeeping teams.
The Housekeeping Olympics not only serves as a platform for fun and games but also reinforces the values of teamwork, something Mr Kazakoff said was always a highlight.
“A highlight of our last Olympics would have to be a tie between the towel art competition and seeing the incredible creations, or watching our Victorian bed making champion make a bed in just over two minutes, with excellent quality whilst maintaining safety throughout,” he explained.
“During the bed making championships, it was wonderful to see the housekeepers cheer each other on, give words of encouragement and also learn from each other. And during the towel art competition, we loved seeing how proud they are of their works of art, adding special touches like flower petals and googly eyes to give it that extra creative flare!”
The culture at ahs hospitality has always prioritised staff wellbeing, recognition, and engagement, and the Housekeeping Olympics plays a key role in enhancing this culture. The activities encourage teambuilding and provide opportunities for housekeepers to showcase their skills in front of their peers, which has a tangible impact on staff morale.
“Our staff look forward to getting together and celebrating our fantastic teams, and their amazing talent. Although we do give out prizes to the competition winners, we have found that it is the peer recognition that is
most sought after,” Mr Kazakoff said.
“Year on year the standard, quality and effort have increased. Our teams take it pretty seriously which we love. We have also found that the focus on recognition and team building throughout the week, whether that be taking the time to celebrate their achievements as a team at a morning tea, creating towel art together, or participating in our housekeeping week quiz is what makes the culture of each housekeeping team thrive.”
This commitment to fostering a positive culture has also contributed to ahs hospitality’s impressive staff engagement rate of 92 percent, a figure that Mr Kazakoff said the company was incredibly proud of.
Client hotels have also embraced the Housekeeping Olympics, supporting their on-site housekeeping teams to participate in the Olympics and celebrating them throughout Housekeeping Appreciation Week
Mr Kazakoff said: “Our hotel partners have been fantastic, assisting with space to hold the events, catering and even participating in the competitions. The feedback we have received is that our teams love that management attends to support them and they love seeing their colleagues from other hotels, having some food and some fun.
“They say it makes them feel valued and recognised. It is truly the level of collaboration, enthusiasm and involvement from everyone that makes the Housekeeping Olympics a successful event every year.”
Ben Kazakoff, General Manager People and Culture, ahs hospitality
The ahs hospitality and hotel team at the new Novotel & Ibis Styles Melbourne Airport
Capitalising on the sleep tourism boom
By Sarah Davison, Industry Reporter
We’ve all heard the saying, 'I need a holiday after my holiday,' and with packed itineraries of sightseeing and nights out, it’s no wonder!
This sentiment is fuelling a growing trend towards sleepfocused retreats and vacations. As society places more emphasis on comprehensive health and stress reduction, travellers are now seeking destinations that offer true rest and rejuvenation.
This shift aligns with the broader wellness economy boom, one of the fastest-growing sectors in tourism. Wellness trips grew annually by 8.6 percent, with wellness tourism spending rising 7.3 percent leading up to 2019. Although
the pandemic interrupted travel, wellness tourism quickly rebounded, with a remarkable 30.2 percent increase in trips and a 36.2 percent rise in spending from 2020 to 2022. Sleep tourism has capitalised on this recovery, catering to travellers eager to restore their wellbeing in peaceful, sleepenhancing environments.
The Hilton Trend Report, which surveyed more than 10,000 travellers from nine countries, found that the top reason people wanted to travel in 2024 was to 'rest and recharge. This demand for quality rest is shaping vacation choices, influencing everything from what travellers pack to the accommodations they select.
Gone are the days when hotels were chosen solely for pools, restaurants, or proximity to
cultural sites; now, the bed often takes centre stage. While pools and restaurants remain essential, 27 percent of survey respondents indicated that staying with a trusted brand known for quality mattresses was important for unwinding. Yet, for sleep tourists, comfort goes beyond the mattress itself. Bed presentation has become a focal point in the guest experience. As travellers prioritise destinations catering to rest, luxurious and inviting beds are more crucial than ever. For sleep tourists, the bed isn’t just a place to sleep; it’s the centrepiece of the entire stay.
Industry expert and National Sales and Marketing Manager at Australian Linen Supply & Bev Martin Textiles, Helen Hurst believes that the presentation of the guestroom bed sets
the tone. She shared her industry insights with us.
In your experience, how does bed presentation influence a guest’s overall stay, and what are the most effective ways to create a memorable and luxurious sleep environment?
“In my experience, bed presentation plays a significant role in shaping a guest’s overall perception of their stay. A well-presented bed signals cleanliness, attention to detail, and luxury, instantly creating a sense of comfort and care, which can positively impact the guest’s impression of the hotel. By focusing on comfort, elegance, and small personal touches, hoteliers can create a sleep environment that not only meets but exceeds guest expectations, turning a simple bed into a memorable part of their stay.
How have styling trends evolved when it comes to layering duvets, blankets, and pillows, and what are some key tips for balancing functionality with aesthetic appeal?
“Originally, minimalist bed setups dominated the scene, focusing on clean lines and few layers. However, contemporary trends now embrace a more luxurious, layered approach that combines different textures and patterns to create an inviting, plush feel.
“The use of accent pillows, throws, and varied duvet
weights has become more prevalent, offering a sense of curated elegance. Ultimately, thoughtful layering should blend practicality with a sense of luxury, ensuring guests feel both pampered and at home.”
What role do premium textiles and accessories play in elevating the visual impact of a bed?
“Premium textiles are often more durable and easier to maintain, ensuring that the bed continues to look and feel luxurious over time. The investment in
high-end materials signals attention to detail, conveying a sense of quality and care that resonates with guests in hospitality settings. Premium textiles and accessories enhance both the aesthetic appeal and the guest experience, making the bed a central element in a well-designed room.”
What colour palettes are currently popular with hoteliers and what do operators need to consider when selecting a colour scheme for the guestroom bed?
“Hoteliers are still favouring calming, nature-inspired colour palettes that can create a serene, welcoming environment for guests. Soft neutrals like warm beiges, taupes, and light to dark greys remain at the forefront of choices. These colours offer a timeless sophistication while also serving as versatile backdrops for a range of styles and accents.
“Interestingly, we are also seeing black making a comeback in hotel room designs, particularly for those aiming to add a touch of boldness and modernism.”
Images courtesy of Australian Linen Supply & Bev Martin Textiles
Behind the scenes of the Paris Olympics:
Hospitality in action
In July, I embarked on the 27-hour journey to Paris to join a renowned event management company, iLUKA, as part of a crack team delivering partnership activations for a variety of clients and Olympic sponsors. iLUKA boasts 17 Olympic and Paralympic Games, 16 global football events, and 150 other events in its portfolio. The head office is based in London, UK, with a core team that swells tenfold for major events.
This was my seventh Olympics or Commonwealth Games undertaking since 2000. It began at the 2000 Sydney Olympics, where I worked for iLUKA with one of the Games’ major sponsors. My role involved working in accreditation and showcasing areas of the venue. From that
experience, I continued to work in various hospitality roles at the 2004 Athens Olympics, the 2006 Turin Winter Olympics, the 2012 London Summer Olympics, the 2014 Sochi Winter Olympics, and the 2014 Glasgow Commonwealth Games.
The Paris Olympic experience was extraordinary. The city itself was spectacular, with many Olympic venues centred around iconic landmarks. Security was robust, with police and army personnel drafted in from Belgium, Germany, and across France. Friendly, helpful security staff were stationed on nearly every street corner, making the area feel very safe. Outside the tourist hotspots, Paris was quiet; many locals had left, which was a pity as the city had transformed into an Olympic wonderland.
My role at the Olympics
So, what was I doing? A “Housekeeping Management Consultant” amid the Paris Olympics? My role in this Sponsorship Hospitality Programme was “Hotel Manager.” The programme involved the major sponsor client inviting their special guests to Paris. These guests attended Olympic events and participated in a business-working component of the programme. Every part of their experience was designed to share our client’s story and create lifelong memories.
Event management companies such as iLUKA specialise in these programmes. The preparation is handled by the
advance management team. This includes all aspects of the programme: arrival at the airport or train station, transfer to the hotel, check-in, lounge and food and beverage at the hotel, event tickets, transport to and from the events with event hosts accompanying guests every step of the way. Hosts also provided hospitality at the events, managed transport to and from the business component of the programme, and oversaw final departures on the last day.
On this programme, we had 10 “waves” of guests checking in and out, often back-to-back. The programme was relatively small, with our client occupying 40 of the 80 hotel rooms. This is where my hotel team came in. We welcomed guests at our dedicated arrival lounge, guided them through their itineraries, and introduced them to the hospitality lounges. We liaised with housekeeping and front office teams to ensure the rooms were ready and immaculate. The team set up all the giveaway goodies in the rooms before arrival and performed a final check. My challenging role also involved coordinating all the food and beverage options in the lounges—including all-day grazing, pre-function receptions, and late-night hospitality. The lounge was open daily from 7am to 1am.
Part of the challenge was that I arrived three weeks before the start, while the rest of the team joined only a week before the Olympics began. It
took meticulous effort to train the team, prepare the venues and lounges, and coordinate effectively with the hotel.
Challenges and rewards
What skills are needed to take on such a role? You need to think on your feet, adapt quickly to change, and solve problems calmly and efficiently. This was put to the test when, on day two, I tripped and fell, breaking my wrist. Working in a highadrenaline environment with little sleep and collaborating with multicultural and diverse teams is tough. The payoff, however, is immense—meeting a huge range of people, attending incredible sporting events, and sharing the buzz of being part of the Olympic Games.
I was fortunate to attend some wonderful events: beach volleyball at the Eiffel Tower, athletics and the closing ceremony at the Olympic Stadium, and the highlight for me—the modern pentathlon finals at Château de Versailles.
Looking ahead
Brisbane 2032 will be here before we know it, and there’s a massive amount of work to do to ensure it’s an Olympics to remember. Reflecting on my experiences in Paris, I’m inspired by the incredible potential Brisbane holds to deliver a Games that will captivate the world and leave an unforgettable legacy. Here’s to being part of another chapter in Olympic history!
Liz Lycette Founder, Lycette and Associates Housekeeping Management Consulting
Turn Back Time:
The retro revival in modern sound
Everything old is new again — only better. Today’s most sought-after tech blends timeless design with cutting-edge functionality, delivering a balance of nostalgia and innovation. For hotels looking to impress guests with thoughtful, memorable touches, these stylish audio products, brought to you by Swisstrade, strike the perfect chord.
Iconic Design, Modern Functionality:
Ruark R1 Mk4
The Ruark R1 Mk4 adds a touch of refined luxury to any hotel room or suite. With its vintage-
inspired design and hand-crafted wooden cabinet, this compact yet elegant radio enhances interiors with timeless style. Behind the retro charm lies modern performance, including Bluetooth connectivity, a USB-C charge/playback port, auxiliary input, and headphone output. Available in two versatile colours, it ensures guests enjoy premium sound with seamless functionality.
Good Things, Small Packages: Tivoli Model One+
Perfect for guests seeking simplicity and sophistication, the Tivoli Model One+ combines classic FM radio charm with modern DAB+ technology for crystalclear reception. Its intuitive analog-style dial and easy controls make it a joy to use, whether guests are tuning into local
stations, streaming playlists, or setting alarms. The built-in antenna guarantees reliable performance, while its sleek design enhances any space. Available in three stylish colours, it’s a small luxury that leaves a lasting impression.
A Legendary Heritage: Marshall Acton III
Bring rock-and-roll heritage into your hotel rooms with the Marshall Acton
III Bluetooth speaker. Compact yet powerful, it channels the iconic style of the amplifiers loved by legends like Hendrix and AC/DC. Built-in Dynamic Loudness delivers immersive sound at any volume, creating an atmosphere your guests won’t forget. Available in Black, Cream, and Brown, it’s a standout feature for rooms or lounges that blend comfort with character.
Tivoli Model One+
Marshall Acton III
Ruark R1 Mk4
Tivoli SongBook
Ruark R1 Mk4
A new chapter:
Michael Johnson and the ReLove mission
By Mandy Clarke, Editor
Just months into retirement, Michael Johnson shares with AccomNews how a compelling cause reignited his passion for driving meaningful change.
When he stepped down as CEO of Accommodation Australia in July 2024, Michael announced his well-earned retirement after an illustrious 50-year career in the accommodation industry. At the time, he reflected: “It felt like the right time to hand over the reins and enjoy more time with family and friends.”
However, just a few months into retirement, Michael found himself drawn to a cause that reignited his passion for creating meaningful change. That cause is ReLove, a Sydney-based charity transforming lives by furnishing homes for individuals and families transitioning out of crises like homelessness and domestic violence, also people seeking asylum.
“When I learned about ReLove, I immediately connected with how it aligns with the values of the hotel industry—social responsibility, sustainability, and creating positive change. It didn’t take long for me to realise I could make a difference as a volunteer ambassador, helping to spread the word and build partnerships with hotels,” Michael explained.
The ReLove mission
Founded in 2019 by Renuka Fernando and Ben Stammer, ReLove began during the “big COVID clean-out” when the co-founders noticed high-quality furniture and homewares being discarded on Sydney streets. They hired a van, salvaged the
Since its inception, ReLove has furnished homes for more than 2400 families
items, and initially aimed to rehome furniture for just five families. What started as a small operation quickly grew into a not-for-profit organisation tackling two critical issues:
• Providing dignified homes for families in need, including those escaping domestic violence, people experiencing
homelessness, asylum seekers, and individuals leaving incarceration.
• Reducing Australia’s staggering furniture waste, which contributes 30,000 tonnes of commercial furniture to landfills annually, with 95 percent of it being discarded unnecessarily.
At the heart of ReLove’s operations is the ReLove Free Store, where families can choose furniture and homewares that suit their tastes.
Volunteers walk alongside clients to select everything they need to restart, and within 24 hours, a team delivers and sets up the items, turning empty spaces into homes.
“ReLove doesn’t just provide furniture—it restores dignity and hope,” Michael shared.
Since its inception, ReLove has:
• Furnished homes for more than 2400 families, including many First Nations families.
• Saved over 3100 tonnes of furniture from landfill, offsetting 5 million kilograms of CO2 emissions.
• Provided $27.6 million worth of furniture and household items for free.
A smart solution to a big problem
ReLove sources much of its furniture through donations from the hotel industry and commercial “defits” (strip-outs during refurbishments). Hotel brands like PARKROYAL, Accor, IHG, Ovolo, TFE and hotels such as Shangri-La Sydney have embraced the initiative, donating furniture such as beds, sofas, desks, TVs, towels, linen and an array of appliances that would otherwise go to landfill.
“It’s not that hotels don’t want to do the right thing,” co-founder Renuka Fernando explained.
“There’s just never been a structured solution for them.
ReLove provides that framework, making it easy for hotels to do the environmentally and socially responsible thing.” P44
Michael Johnson with the ReLove team
Montague, where unique custom furniture design meets the highest standards of craftsmanship and artistic elegance, crafted solely for the hospitality industry. We transform spaces into luxurious, welcoming environments that leave a lasting impression on your guests, setting your venue apart from the competition.
DIFFERENTIATORS
• Factories: 5 dedicated factories in HCM VN producing custom case goods, millwork and soft furnishings materials; custom veneers, solid timber species, metalwork, stone, glass, resin, hydrographic transfer & custom lighting.
• Logistics: Our own partner, with exhaustive experience in shipping throughout the world.
• CAD: A team of 7, furniture design affiliates, 6 project managers and a dedicated QC team.
PERFORMANCE
• 4830 hotel projects produced and delivered since 2000.
• 64 hotel projects delivered in 2024 valued at over $61 million AUD.
• Factories capability 300 x 40’HQ containers per month.
• Funding backing by our owners Getz Bros. We able to produce more than $100 million USD per annum.
We are excited to announce a Melbourne HQ opening in March 2025 in Flinders Lane.
Images: The Radical, Asheville, NC USA
ReLove also partners with construction companies, integrating furniture donations into project tenders. As Fernando pointed out:
“Commercial-grade furniture is designed to last, making it perfect for families who need durable, long-lasting solutions.”
Mobilising the hotel industry
As ReLove’s Ambassador, Michael Johnson is leveraging his decades of experience and connections in the accommodation sector to grow the charity’s reach. Major hotel groups have already stepped up, and Michael continues to engage new partners while highlighting the win-win benefits of supporting ReLove:
“Hotels can meet their sustainability goals while helping families in need. Seeing families regain their independence in a space they can call their own is humbling and incredibly rewarding.”
Hans Joachim, Hotel Manager of PARKROYAL Parramatta, shared insights into the hotel’s recent collaboration with ReLove during the refurbishment of its 196 rooms. Determined to prioritise sustainability, Hans and his team sought to donate as much furniture and furnishings as possible to avoid adding to landfill.
"We connected with ReLove early last year because they had previously worked with our
sister property PARKROYAL Darling Harbour, Sydney," Hans explained. "ReLove helped us repurpose almost all of the contents from our rooms—from beds and lounge chairs to irons and hairdryers. We replaced all of our beds, and most were less than 10 years old. Factoring in two years of no use due to COVID, some were practically new.
"Even our linen will eventually
be donated to ReLove. Their approach aligns perfectly with our sustainability focus, and partnering with them was not only the right thing to do but also a great story to share with our guests."
Reflecting on ReLove’s ambassador, Michael Johnson, Hans added: "Michael was once my General Manager here at PARKROYAL Parramatta. He is one of the most authentic
and genuine people in the business. Becoming an ambassador for ReLove is a fantastic move for him. He’s incredibly well-respected and brings so much to the table with his stellar reputation and extensive connections."
This partnership exemplifies how hotels can lead with purpose, combining sustainability with meaningful social impact.
ReLove’s vision for the future is ambitious: to help expand the charity’s reach nationally. Plans include engaging more hotels across Australia, securing partnerships with developers, and to assist with hosting high-profile fundraising events like the upcoming ReLove dinner in May 2025.
“The hotel industry has the potential to be a driving force behind ReLove’s mission. Together, we can provide families that have experienced homelessness and domestic violence with a fresh start while protecting the environment for future generations.”
Michael invites everyone in the accommodation sector to get involved. Your support— whether through donations, partnerships, or raising awareness—could be the key to transforming a family’s future.
He added: “Hotels can help transform lives while reducing waste.”
For more information or to get involved, visit www.relove.org.au.
PARKROYAL Parramatta
Michael Johnson
A room for Rover? The benefits of embracing pet-inclusive stays
By Sarah Davison, Industry Reporter
Dogs have become more than just companions— they’re integral members of the family. With more travellers wanting to bring their furry friends along for the journey, catering to pets has become a key differentiator for accommodation providers.
Beyond being a welcome bonus, accommodating pets also supports accessibility by ensuring a warm reception for guests with assistance animals. Under the Australian Federal Disability Discrimination Act 1992, assistance animals are legally permitted in most areas, except for spaces such as operating theatres, hospital burns units, commercial kitchens, and certain sections of zoos. For accommodation providers, embracing assistance animals is both a legal responsibility and an opportunity to enhance inclusivity. By creating a welcoming environment for assistance animals and extending that ethos to pets, operators can tap into a growing demand for petfriendly travel options.
Pet-friendly travel is on the rise, with many travellers now planning their entire holidays around their pets. This shift has spurred growth in pet-friendly amenities such as cafés, parks, beaches, and accommodations, spanning caravan parks, motels, and hotels across all price ranges. However, for pet owners, the inability to travel
with their pets often becomes a barrier to taking holidays. Many report altering their plans or avoiding travel altogether due to limited options that accommodate their pets.
This trend reflects a global movement. In Australia, a significant proportion of dog owners express a strong preference for pet-inclusive travel, with many adjusting their itineraries to suit their pets’ needs. Similarly, in countries like the UK, concerns about pet care during holidays contribute to stress and even lead travellers to cancel plans without reliable solutions.
By embracing this growing demand, accommodations can cater to a broader audience and create lasting loyalty among pet-owning travellers.
Accessible Accommodation founder Kerry Williams emphasises that catering to pets isn’t just about meeting demand—it can also deliver measurable benefits to the bottom line. By embracing pet-friendly practices, accommodation providers can tap into a lucrative and growing market segment, enhancing both occupancy rates and guest satisfaction.
“Pet-friendly accessible
accommodation receives a disproportionately higher number of bookings than properties that don’t,” she explained.
“This is especially true for wheelchair users, who tend to have lap dogs, and for guests with mental health and sensory disabilities. Animals play a big role in managing anxiety and the day-to-day challenges people with disabilities face.”
The demand for pet-friendly travel is clear, and the opportunity for accommodation providers is significant.
The key to success lies in thoughtful preparation, clear communication, and tailoring the guest experience for pets with practical offerings.
“The hotel may also provide pet bedding with removable covers, pet bowls for water and food, and pet treats,” housekeeping expert Liz Lycette said.
For assistance animals, additional care can include allocating ground-floor rooms or those close to outdoor areas. As Ms Williams suggests:
“The guest will frequently need to take the assistance dog to the toilet outside. Recommend the closest park for them as well.”
When opening your doors to pets, it’s crucial to have clear policies to maintain harmony between owners and other guests. A comprehensive “doggy code of conduct” can outline expectations around the number, size, and behaviour of pets, ensuring everyone enjoys their stay.
Kerry Williams, Founder, Accessible Accommodation
Liz Lycette, Founder, Lycette and Associates Housekeeping Management Consulting
As Ms Lycette advises: “The hotel needs to establish a pet policy. This needs to be made clear to all guests prior to their arrival.”
Rules might include keeping pets on leashes in common areas, prohibiting them from being left unattended in rooms, and restricting access to certain areas such as restaurants and bars.
Managing pet-friendly accommodation also requires operational adjustments, particularly for housekeeping. Pet-friendly rooms need a higher standard of care, including specialised cleaning routines and easyto-maintain furnishings.
“The rooms require an extra level of cleaning. It is preferable for the rooms to have no carpet and to have hard floors throughout. All areas need to be carefully sanitised and disinfected after check-out,” Ms Lycette explained.
Designating specific pet-friendly rooms can simplify operations and maintain cleanliness.
Additionally, laundry services require attention. Ms Lycette said bedding and linens from pet-friendly rooms should be processed separately to manage fur and other residues and ensure guests and staff with allergies aren’t adversely aff ected.
Additional amenities such as dog wash stations, grooming areas, or even pet pools can further enhance the guest experience. These facilities are particularly appealing for dog owners and add another layer of convenience for travellers.
Off ering pet-friendly services can be a smart business decision; however, it doesn’t come without challenges.
To ensure the off ering is both sustainable and beneficial, Ms Lycette suggests charging a premium to cover the additional housekeeping tasks. Transparency around pet
policies and amenities can also strengthen guest satisfaction. Ms Williams recommends making these details clear from the outset and including specific information for those travelling with assistance animals.
“I recommend that on your website and in booking terms and conditions, you state that registration papers for registered service animals must be presented on or prior to check-in,” she said.
Catering to pet guests and assistance animals isn’t just about meeting a trend—it’s about understanding the
evolving needs of travellers. With the growing prevalence of pet ownership and the critical role of assistance animals, off ering pet-friendly accommodation is a meaningful way to create a more inclusive and welcoming environment.
For accommodation providers, the benefi ts of welcoming pets extend far beyond compliance. They represent an opportunity to stand out, foster loyalty, and tap into a thriving market. With thoughtful preparation, clear policies, and the right amenities, accommodating pets can be a rewarding move for both guests and businesses alike.
The secret ingredient:
Christie barbecues boost community spirit at Park Lane Yarra Valley
By Sarah Davison, Industry Reporter
The 2021 development of a new camp kitchen at Park Lane Yarra Valley has transformed the park's communal facilities and fostered a sense of community among guests.
The project, undertaken during the challenging COVID-19 pandemic, focused on creating an interactive gathering space for guests while allowing them to cook up a feast onsite.
The project included designing and building a communal cooking area featuring Christie barbecues. "We decided to use Christie barbecues because they are tried and tested and by far the best quality in the industry," explained the holiday park’s General Manager Luke Hellings.
These barbecues were integrated into customdesigned benchtops tailored to facilitate conversations between guests and foster social interaction.
Understandably, the pandemic presented notable challenges to the upgrade, including delays
in procuring materials such as kitchen board products. Despite this, the project progressed, leveraging clear installation plans. "Actual installation of the barbecues is very easy. There are plans for installation that give plenty of informative direction," noted Mr Hellings.
Collaboration with a skilled cabinet maker ensured the benches were designed to promote maintenance and cleaning. They have accessible spaces for fat waste trays and provide easy access for routine maintenance.
However, given the project's timing, the Park Lane Yarra Valley team did face shortages of materials and tradespeople.
"Joinery lead times were extended due to COVID, which resulted in delays of the installation of equipment and tiling for the project," Mr Hellings shared. He added that these delays required flexibility in scheduling and close communication with suppliers.
The construction of the main building created a dry area for the fit-out, ensuring the project could proceed regardless of inclement weather.
The team's experience upgrading the camp kitchen
provided several valuable takeaways. Importantly, Mr Hellings observed the vital role that communal spaces play in differentiating holiday parks from other accommodation types, such as motels.
"Upgrading the camp kitchen has been a really big success for us. It’s the main gathering point where children and parents interact with other people in the holiday park," he said.
This emphasis on guest interaction highlights the importance of investing in shared facilities. Since the camp kitchen’s completion, the response from guests and staff has been overwhelmingly positive. Guests have embraced the new facility, with Mr Hellings sharing that it is viewed as a "real asset" to the park.
"They often are completely blown away by the facility and love using the space.”
This communal hub has also become a focal point for social interaction, fostering connections among guests and enhancing the overall holiday experience.
The new facility has also bolstered staff morale.
"Our staff are really proud
of our park and its facilities. When things are new and exciting, staff are proud to be working here and showcase the amenities to guests,” Mr Hellings said.
The Park Lane Yarra Valley team also noted that the upgraded camp kitchen has contributed to a noticeable increase in guest satisfaction, leading to positive reviews and returning guests.
"We have definitely noticed an increase in the satisfaction of our guests having the space open and operational since construction was completed,” Mr Hellings said. “It is often spoken about amongst guests.”
For other accommodation operators considering installing a communal kitchen space, Mr Hellings offered practical advice: Firstly, ensure detailed planning with a clear schedule to guide the project. Secondly, select reliable tradespeople to help resolve challenges and invest in quality commercial products from a reputable manufacturer that provides prompt after-sales service. Finally, incorporate unique themes to make the space memorable for guests, creating a "wow moment" from when they walk in.
Images courtesy of DA Christie
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Building the perfect hotel website:
Blend design, functionality, and bookability
By Mandy Clarke, Editor
Your website is your accommodation business’s virtual lobby—the first impression for potential guests and the foundation of your booking strategy. However, it’s more than just a pretty face; it’s a powerful tool that must seamlessly guide visitors from curiosity to confirmed bookings, building trust while showcasing the unique charm and value of your property.
AccomNews spoke with Paul Stubbs the Creative Director at Comworks who shared his expert insights on designing websites that turn visitors into loyal guests.
Balancing aesthetics and functionality
A successful accommodation website starts with understanding your audience and destination.
Mr Stubbs explained: “In the case of a family holiday destination, vibrant images and engaging text are crucial to the site’s success, while user functionality can remain simple and familiar.
In high-end venues, visual aesthetics are judged instantly, whereas business-focused properties must prioritise straightforward navigation.”
Striking the right balance between emotion and practicality is essential. A visually compelling site draws visitors in, while intuitive navigation ensures a seamless experience that keeps potential guests engaged and prevents them from clicking away.
Design features that keep visitors curious
Modern, uncluttered designs combined with high-quality visuals create an immersive experience.
“High-quality images and videos are key to a successful site,” Mr Stubbs emphasised. Intuitive menu structures, enhanced with graphical elements, make browsing enjoyable and straightforward.
However, he cautioned against overusing flashy trends: “A design team must stay focused on the customer base and how they interact with the site.”
Streamlining the booking process
A seamless booking process is essential to converting visitors into guests.
Mr Stubbs advised prominently placing “Book Now” buttons and creating dedicated promotions pages linked directly to the booking engine.
Tools that allow managers to embed promotions into websites, EDMs, and social media for near-one-click bookings are crucial. “Direct access to promotions simplifies the process and combats the ease-of-use advantage of OTAs,” he explained.
Image courtesy of Comworks
Paul Stubbs, Creative Director at Comworks
Melbourne City Apartments & Comworks partnership:
Transforming digital presence, elevating guest experiences
By Mandy Clarke, Editor
Melbourne City Apartments (MCA) has earned its reputation as a standout in Australia’s short-term rental accommodation market, offering an impressive mix of highend luxury penthouses, sub-penthouses, and
Essential trustbuilding elements
Trust is the foundation of any booking decision. Mr Stubbs highlighted several key elements:
• Clear contact information: Include verifiable phone numbers, email addresses, and map locations.
• Professional payment platforms: Display recognisable logos like “Verified by Visa” and “Mastercard Secure” to reassure guests.
• Social proof: Showcase guest reviews, industry awards, and recognisable partnerships.
• Transparent policies: Make terms and conditions, including cancellation policies, easily accessible in the header menu, footer, or booking engine.
Mobile-first design
Mobile responsiveness is nonnegotiable, as more travellers book on smartphones. Mr Stubbs explained that websites must
premium family and corporate apartments across two iconic South Melbourne/Southbank buildings. MCA manages 40 apartments, including three penthouses, and two sub-penthouses, with some properties leased by MCA and others managed on behalf of owners.
The pinnacle of MCA’s offerings is the Platinum Penthouse, a luxurious four-bedroom retreat that has been rated the top penthouse in Australia on Booking.com for two consecutive years, based on glowing guest reviews (9.9/10).
However, staying at the forefront
cater to various screen sizes: “At Comworks, we build sites with 12 breakpoints to ensure they’re optimised for every device, essentially creating 12 different versions of the site.”
A mobile-friendly design not only improves user experience but also positively impacts SEO rankings, increasing visibility in search engines.
Driving bookings with SEO
Effective SEO ensures your property ranks high in destinationspecific searches. “The goal is to be on the first page of a search, for instance, ‘Mooloolaba accommodation,’” Mr Stubbs stated. Incorporating locationspecific information, blog content on local attractions, and seasonal promotions helps boost organic rankings. Tools like Google My Business and regularly updated blogs are vital for maintaining relevance and improving discoverability.
Create engaging content
Engaging content connects
with guests and showcases your property’s personality. Blogs about local attractions, significant events, and seasonal activities are invaluable.
Mr Stubbs explained: “The more a site reflects its destination, the better it resonates with potential guests.”
Promotions tied to events or local happenings can be a powerful draw. Tools like Smart Escapes make it easy to keep content current and tailored to what guests are searching for.
Tracking and evolving with analytics
To optimise performance, Mr Stubbs recommends tools like Google Tags, Meta Pixel, or advanced platforms like Key Data Dashboard. These systems track user behaviour, providing insights that help refine booking processes, promotions, and design elements.
Emerging trends in accommodation websites
Current trends focus on clean, image-driven designs and interactive elements like virtual
of luxury accommodation requires more than exceptional properties—it demands a digital presence that mirrors the sophistication of the guest experience. Recognising this, MCA partnered with Comworks to refresh their website and elevate their online presence.
tours or smart compendiums. Mr Stubbs emphasised the growing importance of content relevance: “Search engines are prioritising site information over hidden tags and keywords. Providing up-to-date, easily accessible information is key.”
Maximising impact on a budget
For small operators, Mr Stubbs advises focusing on professional images and a polished, functional site, even if starting with just a few pages. “A professional website more than pays for itself by reducing reliance on OTAs and capturing direct bookings,” he said.
It’s important to remember that a successful accommodation website goes well beyond being a mere digital presence—it serves as a trusted platform that captivates visitors and transforms them into loyal guests. By seamlessly integrating stunning design, intuitive functionality, and purposeful content, successful accommodation providers present a website that not only stands out in a competitive market but also drives bookings with impact.
Image courtesy of Melbourne City Apartments
Luke’s vision
Luke, MCA’s Head of Marketing, joined the company nearly three years ago, spearheading innovative strategies that have propelled the business to new heights. One of Luke’s key initiatives was crafting a dynamic social media presence, particularly on Instagram @mca. penthouses, which helped MCA connect with luxury experience seekers and corporate clients previously outside their reach.
“We managed to target corporate clients and events like the Australian Open,” Luke explained. “This guided us into a gap in the market, building friendly relationships with potential loyal guests, which include those looking for unique, high-end experiences—and the results were transformative. We started making huge sales.”
Despite their successes, Luke recognised that MCA’s digital presence needed an overhaul to stay competitive. A refreshed website was essential to elevate user experience, reflect the brand’s sophistication, and significantly boost direct bookings.
The challenge: Breaking free from OTAs
Like many accommodation providers, MCA faced the challenge of reducing reliance on Online Travel Agencies (OTAs), whose hefty commissions eat into profits. They needed a website that could compete
directly with OTAs, showcasing their luxury offerings and simplifying the booking process.
The solution: A collaborative approach
MCA turned to long-term partner Comworks to lead the website transformation. Paul Stubbs, Comworks’ Creative Director, worked closely with Luke to reimagine the website. “A successful accommodation website starts with understanding your audience and destination,” Paul explained. “For high-end venues, first impressions matter. Guests judge visual aesthetics instantly, but ease of navigation is equally critical.”
Together, they created a platform that blends stunning design with intuitive functionality— delivering an irresistible user experience for discerning guests.
What makes MCA’s website shine?
• Striking design: Highquality images and a clean, uncluttered layout create an instant and lasting impression.
• Seamless bookings: The simplified booking process, with prominent “Book Now” buttons and clear navigation, makes reserving a stay effortless.
• Trust and credibility: Verified payment platforms, transparent contact details, and guest reviews inspire confidence in potential guests.
• Smart Escapes Tool: This no-code solution allows MCA to create and display promotions easily, such as the popular “3 nights for the price of 2” offer.
• SEO that works: Blogs focusing on Melbourne’s events and attractions drive traffic by boosting search engine rankings.
“MCA is very proactive with promotions,” Paul said. “Using Smart Escapes, they’ve increased direct bookings substantially—now seeing over 50 percent direct bookings.”
Results: A gamechanger for MCA
Luke revealed that the refreshed website has delivered exceptional results:
• Direct bookings increased from 38 percent to an impressive 50-55 percent, dramatically reducing OTA dependency.
• Guests, from VIPs in the Platinum Penthouse to professional accommodation reviewers,
have praised the site’s functionality and aesthetics.
• MCA has built a loyal following of return guests through targeted email campaigns and social media engagement.
Luke highlights their successful partnership with Comworks. He said: “Working with Paul was seamless. The website now truly represents the MCA brand and what we stand for.”
Beyond the website: A digital vision
Under Luke’s leadership, MCA’s digital marketing continues to thrive. Their Instagram account has flourished, showcasing the properties in stunning detail and connecting directly with guests. Creative campaigns, such as influencer collaborations and radio competitions giving away penthouse stays, have also elevated MCA’s profile.
Future plans: Expanding the horizon
Luke revealed that MCA is eyeing interstate expansion and exploring opportunities to connect with global audiences through a Global Distribution System (GDS). The focus remains on building relationships with corporate clients while enhancing guest experiences through personalisation and innovative campaigns.
Conclusion: Setting a new standard
Melbourne City Apartments’ website refresh is more than a digital makeover—it’s a redefinition of how luxury accommodation connects with its audience. With Comworks’ expertise and Luke’s visionary marketing, MCA has created a platform that is as beautiful as it is effective, setting a new benchmark for success in the industry.
Images courtesy of Melbourne City Apartments
Better together: Why hotel technology is key to unlocking revenue potential
It goes without saying that technology is critical to the ongoing success of a hotel today. Hoteliers are increasingly reliant on systems like Property Management Systems (PMS) and Revenue Management Systems (RMS) to provide a smooth, personalised guest experience and drive revenue. Simply having access to these tools is not enough –the key to maximising their potential is ensuring they work together seamlessly.
As the number of hotels adopting new systems and technologies continues to grow, a common hurdle remains: incompatible solutions that hinder productivity. Without collaborative integration, data from each platform remains siloed, reducing operational visibility and limiting a hotelier’s ability to make timely, data-driven decisions. Hotels that can overcome this barrier enjoy a significant competitive advantage, making it easier to capture real-time insights and leverage data to enhance performance. Why integration is essential for commercial success
Effective system integration is a game-changer for a hotel’s bottom line. When core systems — such as
PMS, RMS, CRS, channel manager, sales and catering, and market intelligence tools — work seamlessly together, information flows freely across departments. This connectivity supports faster, data-driven decisions that boost revenue potential.
Revenue management technology, like IDeaS’ G3 RMS, is instrumental in delivering the insights hotels need to optimise revenue. An RMS leverages historical data, booking patterns, and market demand to establish pricing strategies that maximise revenue per available room (RevPAR) and maintain competitive positioning. When integrated with a CRS, which centrally manages booking data from multiple distribution channels —including a hotel’s website, OTAs, and global distribution systems — the RMS can adjust prices across platforms, capturing revenue opportunities and optimising inventory.
These days, a PMS is foundational in any modern hotel tech stack, consolidating room inventory, guest profiles, and reservations. Integrating the PMS with an RMS allows access to real-time guest and booking data, enabling dynamic pricing aligned with current demand and occupancy trends. This integration empowers hoteliers to respond quickly to market changes and capitalise on high-demand periods.
Channel manager solutions are also essential, especially for hotels with multi-platform distribution. They enable
real-time rate and availability updates, preventing pricing discrepancies and ensuring a consistent guest experience across booking channels. Integrating the channel manager with an RMS supports agile rate adjustments, increasing both conversion rates and occupancy.
For hotels with meeting and event spaces, integrating sales and catering systems with an RMS enables optimised pricing for both transient and group bookings. This dynamic approach helps hotels maximise revenue from event spaces and room bookings alike.
IDeaS’ best-in-class technology partner ecosystem
Recognising the importance of an integrated technology stack for hotel profitability, IDeaS has developed a best-in-class partner ecosystem. This ecosystem is designed to create an environment where essential hotel systems work together seamlessly. This broad network of collaborative technology partners provides hoteliers with a variety of effective, trusted options for meeting their operational needs while ensuring the connectivity and data flow needed for revenue optimization
Through strategic technology partnerships, IDeaS delivers more than just connectivity; it offers a revenue optimisation approach that
fully leverages data’s potential. By feeding data from various systems into IDeaS’ RMS, hotels gain access to real-time insights that support strategic pricing and inventory decisions. This empowers hoteliers to forecast demand accurately, adjust pricing dynamically, and capture additional revenue — all while reducing the risk of over or underselling. The integration of IDeaS’ RMS with other systems also provides a unified view of operations, reducing the time and manual effort needed to consolidate data and minimising human error. This ensures that all departments are aligned and operating with a consistent, reliable data set.
With a strong, cloud-based technology ecosystem in place, hotels are ableto scale and adapt as their needs evolve. In a dynamic industry where guest expectations and market conditions are in constant flux, a scalable tech stack enables hotels to stay competitive without the disruption of system replacements or overhauls.
A collaborative tech stack is no longer optional
For hotels striving to succeed an increasingly competitive landscape, a collaborative tech stack is no longer optional — it’s essential. When systems work seamlessly together, hotels gain a unified view of their operations, empowering them to make datadriven decisions that enhance guest experience and drive revenue.
Optimise, engage, profit: Winning strategies for operators
By Sarah Davison, Industry Reporter
Despite the ongoing pressure of the rising cost of living, Australians are planning to spend more on holidays in 2025, according to a recent report from travel app Skyscanner. The research reveals that 43 percent of Aussie travellers intend to increase their travel budget next year compared to this year.
The report also found that 36 percent of Aussies have allocated more for flights, 31 percent are budgeting for higher accommodation costs, and 14 percent plan to spend more on car hire.
However, with ongoing economic challenges, the report also noted that Australians are keen to get the most value for their money in 2025 and will still be looking for the best deal when it comes to booking their getaway.
When it comes to booking accommodation, OTAs continue to dominate the travel planning process, with an Expedia study finding that 80 percent of travellers use them, outpacing search engines
(61 percent), airline websites (54 percent), and meta travel websites (51 percent). This reinforces the significant role OTAs play in the research and booking phases of travel, as four in fi ve travellers surveyed visited an OTA at some point before making a purchase. This suggests that while travellers may book through other channels, OTAs are often the go-to resource for inspiration, research, or planning.
For accommodation operators, these trends underscore the importance of maintaining a robust online presence across OTAs, optimising pricing strategies,and actively promoting direct bookings to maximise revenue.
To learn more, AccomNews spoke to industry expert and director of Switch Hotel Solutions Chris de Closey
What are some of the most eff ective pricing techniques that accommodation providers can use to respond to fluctuating demand and maximise revenue potential?
Dynamic pricing is essential. Many operators are not yet leveraging the latest techniques or technologies, which can help automate processes and optimise revenue. Simplifying your pricing strategy is key: if demand is high, your rates should increase; if bookings are low, consider lowering prices to remain competitive. Regularly review your competitors’ pricing and adjust accordingly to ensure your strategy remains eff ective.
How can accommodation operators balance direct bookings with OTA partnerships to create a profi table distribution mix?
OTAs should be leveraged for the billboard eff ect to drive increased distribution for your property and hopefully convert these to direct. Leverage channel multipliers and ensure that your direct rate is the cheapest. Utilise Google Hotel Ads (hopefully for free with your channel manager) to drive this additional visibility. OTAs are NOT the enemy, you cannot eff ectively market your business like they can, and you can leverage this to get a better result for your
entire business. More visibility means more bookings which means you can work to drive stronger revenue results.
How important is integrating tools like channel managers, PMS, and booking engines for streamlining operations?
Integrating tools like channel managers, property management systems (PMS), and booking engines is not just important—it is absolutely essential in today’s market. These integrations ensure that inventory and pricing are updated in real-time, maximising opportunities to achieve the best revenue results for your business. Additionally, they save significant time, allowing you to focus on other critical areas of your operations. When it comes to marketing and social media management, what are your top tips for hoteliers looking to increase engagement and ultimately drive more sales?
Content is key! Tailor your content to suit the demographics of your customers. For example, if you are a family resort, avoid promoting couple’s getaways, and vice versa. Knowing your niche and sticking to it ensures your marketing eff orts are rewarded with an engaged audience, ultimately driving better results.
Chris de Closey, 'Switch Hotel Solutions
Digital marketing is making strides with Artificial Intelligence (AI)
By Maxime Laurent, Director of Ad Management, Cendyn
How AI is reshaping the way hoteliers engage digitally with their guests and drive more revenue
AI is infiltrating every aspect of life and business. With so much buzz around AI, it can be hard to identify where to most effectively use the technology and where to start implementing it in your hotel.
AI has the ability to process vast amounts of data - and from a marketing perspective, it can be used to power and facilitate personalised digital and real-world experiences, driving customer engagement and revenue. Like any technology, finding a use for AI which drives a tangible return on investment is key.
By using AI to elevate the brand experience, as well as make substantial time and cost savings, marketing departments can:
1. Find more guests, by tapping into lookalike guest profiles and automated tailored messages.
2. Streamline the booking processes with intuitive packages and enhanced call centres.
3. Grow revenue, providing personalised and tailored promotions and offers.
By maximising the use of data across the right channels, hoteliers are able to better connect with their guests through their marketing.
Understanding how AI is transforming hotel marketing –including using AI-powered tools such as Google Performance Max (PMax), and partnerships with conversational technology providers like PolyAI - is the first step to deciding how your property should engage with the technology.
We’ve looked at some of the sure-fire practical ways to see immediate results that drive revenue.
1. AI as an enabler for hotel marketing teams
Through automation and predictive analytics, AI has emerged as a crucial enabler for hospitality. AI-powered tools to streamline tasks such as booking management and
customer service, but it’s in marketing where the digital technology really shines.
Ai analyses customer databoth on a user-by-user basis in real-time and as a large volume - providing actionable insights which marketers can use to understand their audience better and optimise marketing campaigns. For example, AI can recommend the best times to post content, the most engaging formats, and the optimal channels for distribution. Something that would otherwise take months of trial-and-error by a marketing team can now be refined in days or weeks.
Automation streamlines repetitive tasks, allowing marketers to focus more on strategy and creativity. AI can automate email marketing, social media posting, and bidding for online ads, ensuring campaigns run smoothly and efficiently. AI can also
adapt content by creating tailored messages for different segments of the audience, in order to increase engagement and conversion rates.
2. AI-optimised video content
Personalisation is a key area where AI excels. The technology analyses customer data tailoring words, pictures and videos to engage with customers on an individual basis: creating personalised travel itineraries, recommending content based on browsing behaviour, and customising offers to maximise engagement and conversion.
YouTube is a great example of AI in action. Its AI algorithms not only recommend ‘next watch’ content, but channels can use third-party AI-generative tools to create content (which YouTube requires is tagged as AI-generated).
Generating videos with different backgrounds and other elements, tailored to individual preferences, has helped video streaming platforms maximise engagement, driving higher viewer satisfaction and loyalty – the key objectives for most marketing campaigns! For hoteliers, YouTube’s reach makes it a must-use platform to find and connect with both new and existing customers, before driving them to your own website.
3. AI-powered hotel advertising with Google
Google PMax is a prime example of how AI can drive better ad performance and revenue growth. PMax campaigns leverage AI to optimise ad placement across Google’s vast inventory, ensuring ads reach the right audience at the right time. Paired with the Cendyn Digital Marketing Platform (DMP), it’s even more powerful and easy to activate. Campaigns executed with PMax utilise Google’s AI algorithms to enhance visibility and profitability, combining metasearch and paid search strategies.
This comprehensive approach to marketing efforts ensures more efficient results, helping campaigns reach a broader audience that aligns with the
target customer while driving sustained success. The results speak for themselves:
• Over 30 percent in website traffic
• Over 6 percent clicks
• x31 ROAS
(Figures based on Cendyn clients, H1 2024)
4. AI in hotel search engine marketing
AI is helping digital marketing make bigger strides in the market, including:
AI-aided keyword research
Hotels obtain deeper insights into search patterns and user intent. Google’s BARD analyses vast datasets to identify highperforming keywords, including brand-specific terms. This capability allows marketers to craft more effective SEO strategies, ensuring higher visibility and engagement. AI also helps predict emerging trends – enabling your hotel to stay a step ahead of your competition by tapping in early to changes in customer behaviour.
Voice search optimisation
With the continued growth in smart speakers and assistants like Alexa, Siri and Google Assistant, hoteliers need to optimise campaigns for this
As AI continues to evolve, hoteliers need to stay on top of the latest developments to maintain a competitive edge and capture an increasingly tech-savvy audience
channel. How a potential customer types a query is likely to be different to how they articulate it when ‘chatting’ to their voice tool.
AI analyses voice search queries to understand how users phrase questions, allowing campaign content to be shaped to best respond to the variations of voice. This helps your hotel remain relevant and easily discoverable in voice search results.
Repairing technical errors
Broken links are, at best, a cause of frustration for website users, and at worst, can drive people away from your site in frustration. For hoteliers, AI can also be instrumental in identifying and repairing technical errors on websites –such as broken links, duplicate content, slow loadings times, and gaps in data. By ensuring your website operates smoothly across multiple devices and operating systems, AI improves the user experience, with the added bonus of boosting your SEO ranking, leading to higher visibility and engagement.
Always evolving –the latest in AI
The integration of AI in digital marketing is an ongoing evolution, with new
advancements emerging all the time. In the first half of 2024, notable tools such as Expedia Group’s Romie travel assistant and Google’s Gemini Advanced itinerary-building feature were unveiled, promising to enhance travel planning.
Romie, integrated into Expedia’s range of booking platforms, uses natural language processing to assist trip planning, while Gemini Advanced offers personalised holiday plans by synthesising information from multiple sources. Both include recommendations on hotels and areas to stay within a guest’s destination, providing a new marketing channel for hoteliers.
As AI continues to evolve, hoteliers need to stay on top of the latest developments to maintain a competitive edge and capture an increasingly techsavvy audience. At Cendyn, we are committed to leveraging AI technologies to work with guest data, helping our hotel partners find customers, secure bookings, and drive growth via enhanced customer engagement. By continuously integrating AI solutions, we ensure our clients remain at the forefront of the digital marketing landscape.
Explore our solutions including our Revenue Growth package which features AI tools such as Google PMax.
The
mighty mini fridge:
How a small amenity can drive guest satisfaction and boost hotel revenue
By Sarah Davison, Industry Reporter
Modern travellers increasingly seek accommodations that go beyond a simple place to stay, prioritising flexible, guest-centric experiences tailored to their specific needs. With rising expectations, catering to guest convenience has emerged as a significant differentiator for accommodation providers.
An unexpected hero of this trend is the mini fridge. Once seen as a basic amenity, the mini fridge is now gaining popularity across all accommodation tiers, from mid-range and economy hotels to luxury properties. The mighty mini fridge empowers guests to personalise their stay, using the space to meet their own circumstances.
Mini fridges provide a practical solution for time-poor travellers who may prefer to skip dining out and keep meals or refreshments close at hand.
For parents, they off er a convenient way to store baby formula or children’s snacks, while guests needing refrigerated medication can rest easy knowing their needs are met.
Guests following special diets also appreciate the ability to bring suitable meals and snacks without wholly relying on external dining options.
Additionally, mini fridges are ideal for storing leftovers, allowing guests to enjoy a quick, hassle-free meal later.
For hoteliers aiming to enhance the guest experience while driving revenue, stocking
Since COVID, the importance of mini bar fridges has been overlooked
the in-room mini bar with beverages and snacks for purchase provides a convenient stay-in option for guests who prefer to enjoy an evening tipple and refreshments in the comfort of their room.
Curating a selection of local or artisanal goods here can
add a thoughtful touch, off ering guests a taste of the region and elevating their overall experience.
Whether empty or fully stocked, the mini fridge is a small but mighty feature that continues to adapt to evolving guest preferences.
To learn more, AccomNews spoke to Hayley Brown from Warrior Fridges
How can an in-room fridge help hotel operators meet the demand for 24/7 food and beverage options?
A well-stocked mini bar can eff ectively cater to various food and beverage needs while boosting additional revenue per room. For instance, families travelling with children often look for drinks upon arrival or might want to store food and beverages in the fridge. The same goes for business clients or couples enjoying a weekend getaway.
One key aspect is the design of the food and beverage display in the mini bar. Many hotels tend to overcrowd the space without a coherent arrangement. By off ering complementary items— like cheese and wine or beer and nuts—guests can unwind and enjoy their selections before diving into their plans. Additionally, a mini bar doesn't have to be limited to drinks and snacks; you can get creative by including condiments, such as various sauces, for those who love to enhance their meals.
What trends are you seeing in mini bar fridges?
The design of mini bar fridges is often underestimated. They serve more than just a basic function; new designs are emerging that focus on allocating specific items eff ectively.
Currently, many hotels opt for inexpensive mini bar fridges in their rooms. Guests typically check the mini bar upon arrival, which can significantly influence their perception of the room and their stay. Unfortunately, I often encounter empty fridges, which may prompt guests to leave the hotel to find refreshments elsewhere.
Image courtesy of Warrior Fridges
Since COVID, the importance of mini bar fridges has been overlooked. They can enhance revenue per room and contribute to the overall ambiance of the space.
How do energy-efficient models of mini bar fridges contribute to a hotel's sustainability eff orts? Can you share any specific features that make them more eco-friendly?
Investing in higher-quality mini bars rather than opting for cheaper models is crucial. The market is saturated with low-cost mini bar fridges that frequently need replacement and are often not worth repairing. Hotels should consider mini bars that come with longer warranties and superior finishes.
To enhance sustainability, hotels can look for features in compressor mini bars such as Night/Sleep mode, which reduces the compressor speed while guests are asleep and not accessing the fridge.
Another beneficial feature is Quick Cool, which allows the fridge to chill a full cabinet
of drinks in just fi ve hours— ideal for high-traffic hotels. After this initial cooling, the fridge can adjust to a lower sett ing, saving energy.
Additionally, incorporating a water pack in the mini bar can further promote sustainability.
There is often concern about the noise from the mini bar fridge. How important is it to select a design that won't disrupt sleep?
Sleep is a sensitive process for many, and light and noise are the two most significant factors
aff ecting it. A fridge that hums throughout the night can be quite disruptive, impacting the overall experience of a hotel stay.
Opting for a cheaper mini bar fridge often leads to increased noise levels, while inadequate ventilation can also contribute to sound issues.
When designing hotel rooms, it’s essential to prioritise quiet options, such as absorption or specially designed compressor fridges that operate silently, to enhance the room's ergonomics
What else should hoteliers consider when selecting a fridge for guest use?
We do sometimes see a lack of planning at the mock up room stage for the mini bar fridge. Many customers have requested our fridges, however their designs have not factored in the ventilation or integration of the mini bar fridge.
Considering their mini bar options at the design stage is instrumental in purchasing the right fridge to suit the space.
Image courtesy of Warrior Fridges
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