AccomNews - AU - Summer 2019 by Multimedia AU/NZ

Issue 66 | Summer 2019 | AUD $16.50 incl GST | accomnews.com.au

Registered by Aust. Post Print Post No. 100024635

The essential industry guide

The Tank Stream Hotel:

a gem in the heart of Sydney We specialise in furniture for hotels, motels, serviced apartments, resorts and refurbishments.

Call Dennis Clark now on 0421 384 212 dennis@hotelinteriors.com.au hotelinteriors.com.au â&#x20AC;˘ 1300 876 055

Dennis Clark

Founder

MDIA

Port Douglas

Cairns MacKay Sunshine Coast

Brisbane Gold Coast

Armidale

Coffs Harbour

Port Macquarie

Perth

Newcastle

Adelaide

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

Sydney

Albury

Colac Warnambool Geelong

Canberra Sale

Melbourne

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

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

South Pacific Laundry specialises in the provision of quality linen and supplies for hospitality and healthcare facilities. SPL also provides: • A leading edge technology in RFID to assist housekeeping and managerial staff in time reduction and efficiency • Dedicated account managers and experienced support staff who are available 7 days a week • A dedicated software design package and centralised billing system enables seamless transactions, paperless and customised reports • Delivery rationalization systems, providing and streamlining efficient delivery routes which will reduce the company’s carbon footprint. • Building of partnerships and sharing benefits with the customers from savings made through its constant laundry process innovations and group purchasing power of linen products.

Full Contact Information South Pacific Laundry 9-23 King William St Broadmeadows VIC 3047 P: (03) 9388 5300 F: (03) 9387 2399 E: customerservice@southpacificlaundry.com.au

This exciting new joint venture will redefine the guest experience of technology.

What makes MiView unique e within the industry is its almost unlimited abilitty to integrate both harrdware and software. This s is because the parent companies involved are Australia’s leading ho otel guest entertainment provider Ezestream and Australia’s most accompliished high end AV A integrator Corporate Initiatives. To T gether these organisations can do some amaz zing things that others simply can’t, not just for hotels, but for any form of accommodation. The core technology that MiView makes possible is an ingenious new command and communication system for guests th hat improves their stay and yo our bottom line simultaneously. This system also enables you to inexp pensively create a media network of your own. If you’re serious about accommodation, it’s an advance e in technology with whic ch you really need to get acquainted.

Improve the guest experience Improve operational efficiencies Create fresh income streams Establish a sustainable competitive edge

T learn more, contact Tr To T avis on 0499 944 549 www.miview.com.au

AccomNews is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia by Multimedia Pty Limited. The views and images expressed in AccomNews do not necessarily reflect the views of the publisher. The information contained in AccomNews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

Inside our Summer issue Front Desk When things go horribly wrong Regulations starting to tighten

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

Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. AccomNews, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 2019 Multimedia Pty Limited. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher.

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PO Box 1080, Noosaville BC, Queensland, Australia 4566 Phone: +61 (07) 5440 5322 | Fax: +61 (07) 5604 1680 mail@accomnews.com.au www.accomnews.com.au

EDITOR Kate Jackson, editor@accomnews.com.au STAFF WRITERS Rosie Clarke, Mandy Clarke and Trish Riley PRODUCTION Richard McGill, production@accomnews.com.au ADVERTISING Tim Svenson, advertising@accomnews.com.au SERVICE Gavin Bill, service@accomnews.com.au CONTRIBUTORS Richard Munro, Stephen Ferguson, Carol Giuseppi, Stuart Lamont, Melissa Kalan, Peter Deveny, Simon McGrath, Jimi Kennedy-Grant, Matthew Goss, Brendon Granger, Judy Senn, Jeff Rhode, Kaitlin Meehan, Diana Relph and Peter Haddon.

OneMusic must strike the right note

06 07

Hospitality labour and skills a core election issue

Caravan Parks and MHEs: a vital aspect of affordable housing 2019 Leader’s Forum

09 10

Profiles

Sandstone Point Holiday Resort: The new face of BIG4

Novotel Melbourne Central and ibis Melbourne Central the perfect duo

The Tank Stream Hotel: A gem in the heart of Sydney

The Ruby Collection: A billion-dollar game changer

Food & Beverage Tapping into the water revolution

Technology Why guests want their hosts to go OTT

Guests expect a perfect guest wifi service and experience

Adapting to guestroom entertainment in the age of content streaming

Technology trends set to revolutionise accom in 2019

Guest Facilities

A moving guest experience

Creating a waterpark white knuckle or lazy days?

Human Resources The skills gap: How will accom bridge it? Channel managers lead the distribution revolution

What to expect from your channel manager

Refurbishment

Balconies & balustrades - The strict code of practice

Marketing

Making history: The Mount Lofty House refurbishment

A picture tells a thousand words Spending money to make money

What’s Hot Housekeeping The amenities bottling guests’ goodwill

46 50 52 56 58 60

Environmentally sustainable amenity solutions Comfortably catering for the extras

62 64 68

Several methods to maximum carpet cleanliness

What’s new in bedding?

Energy & Resources

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

Industry

46 FRONT DESK

Accom shines with solar Want to get more from your pool?

72 74

Safety & Security Are you on a firm footing with anti-slip flooring?

Preferred Supplier Directory

76 78

AccomNews - Summer 2019

When things go horribly wrong Hi readers, We may have sweltered through a sizzling summer, but it was with chills that I revisited the spectre of health and safety mishaps for our feature about anti-slip flooring on page 76. During 12 years as the owner of holiday accommodation, there were plenty of ‘what if’ moments. The worst involved a bird hitting a cottage window with such force that it smashed the glass and the shards pierced the chest of a woman relaxing on a bed inside. Thankfully she was OK (the bird not so much) and we learned a salutary lesson about checking the safety characteristics of glass installed years before we bought the property. Then there was the day our gardener staggered into the front office, ghost-white, proffering a bloodied pinkie

AccomNews - Summer 2019

Hedge trimmers, it turns out, are exceptionally sharp... Kate Jackson, Editor, AccomNews editor@accomnews.com.au

which was barely still attached. Hedge trimmers, it turns out, are exceptionally sharp and he didn’t like to wear chain mesh gloves on hot days. There were many, many more episodes that left us dizzily relieved that the worst didn’t happen. But we did learn to prepare for it - because the incidents themselves take an emotional toll but the financial repercussions can be a killer.

Through all of those years on a country property, the one piece of equipment that proved totally invaluable was a utility vehicle. Our cleaners loved it with a passion, and it was constantly in use as a slasher puller, log carrier, bin transporter and a speedy maintenance vehicle during the vital four-hour window between check-out and check-in. Whether you run a multimillion-dollar accommodation property or six little cottages on the NSW south coast, our feature on page 34

FRONT DESK

provides a guide to the latest models, accessories and finance options on these fantastic vehicles. And finally, ‘tis the season to binge watch Netflix. The epic rise of streaming video-ondemand services in homes across Australia means guests expect accom to offer the same kind of media choices. For your viewing pleasure, our summer edition contains in-depth analysis of what the trend means for operators and how to embrace it. You’re welcome!

Regulations starting to Happy New Year from AAoA. We have been working hard on the issues our members want us to improve, based on feedback we have received through surveys, digital media and directly and in 45 forums the AAoA held last year to update the industry. The AAoA has been engaging actively with government and opposition, attending and representing the industry at parliamentary inquiries on the issues of the impact of OTAs and non-compliant accommodation, in both state and federal jurisdictions. My assessment would be is that all of our advocacy is starting to bear fruit with key decision makers who are better informed and willing to assist our industry. The number one priority that continues to come through is issues around rate parity and the terms and conditions that the OTAs operate with the suppliers of accommodation. The second biggest issue according to the annual survey was non-compliant accommodation, or the impact of Airbnb.

tighten their services are designed to benefit consumers, when in fact listings are based on which supplier pays the most to the platform”. The AAOA has also informed the federal government and the opposition who are considering options if the ACCC does not take action soon and we will continue to work with them on your behalf.

Richard Munro, CEO, Accommodation Association of Australia

Trivago alleging that it made misleading hotel pricing representations in its television advertising and website, in breach of the Australian Consumer Law. “Based on Trivago’s highlighted price display on its website, we allege that consumers may have formed the incorrect impression that Trivago’s highlighted deals were the best price they could get at a particular hotel, when that was not the case. Trivago based its rankings on the highest cost per click it would receive from its advertisers,” ACCC chair Rod Sims said. He went on to say: “We are very concerned that such platforms convey an impression that

One issue that does not get a lot of press that the National Board of the AAoA has identified is the shortage of skilled and semi-skilled labour. In response the AAoA has established an academy to drive employment outcomes as well as appointing a National Advisory Board of Employment (NABE) to oversee strategy and initiatives to help our industry overcome the shortage, advocate for change where needed and prioritize outcomes with key stake holders that will lead to employment into our sector. Australia has a unemployment rate of circa five percent, but interesting that the youth unemployment rate declined sharply in 2018, which is where we are focusing our efforts to attract new entrants into the accommodation industry. The other initiatives that we rolled out in 2017-18 were our

The AAoA has worked tirelessly on both of these issues with a decision pending from the ACCC on rate parity clauses and unfair contracts. The chairman of the ACCC, Mr Rod Sims, has advised that the new legislation passed in 2017, “The Misuse of Market Power Bill”, would be the law being used to ascertain if the OTAs are allegedly operating in a manner that is in fact a misuse of market power by lessening competition. We know that the ACCC has moved on a case against

The NSW State Advisory Board

INDUSTRY

new State Advisory Boards in NSW, QLD and VIC as well as our National Advisory Board of Employment (NABE), charged with moving the needle on the availability of employees and the quality and skills that we need to man our industry, working closely with the AAoA Academy. I wish to thank the chairs of these boards, Mark Hodge - QLD, Pat Lonergan NSW, Adrian Williams - VIC and David Mansfield for chairing the NABE. We have set up two other committees for an Energy Buying Group and a Direct Booking Taskforce that are working on those critical issues, advising the national AAoA board. The national board held the AGM and Julian Clark was re-elected as president, Simon McGrath as deputy president and Bruce Copland as treasurer. We also welcome Mr Ramy Filo, president of the Australian Timeshare and Holiday Ownership Council who AAoA has formed an alliance with to grow our industry. Of course, the industry is strongly reliant on positive sentiment from both the corporate sectors and the travelling public, which is largely driven by economic conditions. With a federal election looming, my experience tells me that there will be a lull before the election, followed by a flurry of activity post-election. I anticipate changes in the industrial relations landscape if there is a change of government and any new government will do well to remember that we have had three successive increases to the minimum wage in the last three years, which have been absorbed into our businesses. Any growth of minimum wage over 3 percent makes it very difficult for our industry to simply pass this cost on to consumers in the room rate. AccomNews - Summer 2019

OneMusic

must strike the right note As many hoteliers are aware, APRA AMCOS and PPCA have announced a joint venture - OneMusic Australia - for the setting and collection of music licence fees. The proposed OneMusic scheme proposes to change the ways tariffs on background music, live music, featured music, dance music, dining music, fitness centre music, functions, background music and live music are measured. In its reauthorisation of APRA AMCOS in 2014, the ACCC noted: “The ACCC accepts that there are significant transaction cost savings resulting from APRA’s licensing arrangements which provide instantaneous access to APRA’s entire repertoire...” However, the ACCC also noted; “…As a virtual monopoly APRA AMCOS has significant market power. The ability for users (such as hotels) to source licences under competitive conditions is limited… This can give rise to a number of public detriments. For example, it can translate into high fees, a lack of transparency around licensing arrangements, and significant problems associated with commercial dealings...” The AHA believes many of those market imbalances are still present today. For example, OneMusic advises it has conducted “in depth modelling, data and analysis” to develop these new tariffs, but repeated requests by the AHA to see that data have been refused. The current OneMusic process needs to balance the rights and obligations of all parties, i.e. hoteliers, song writers and music publishers. There have been two rounds of detailed and complex consultation papers over the last 12 months and a whole range of meetings. AccomNews - Summer 2019

Stephen Ferguson, CEO, Australian Hotels Association

As part of the consultations, the AHA has also taken the opportunity to brief a range of regulatory bodies such as the ACCC, Copyright Code Reviewer and Small Business Ombudsman. Most recently, the AHA was invited to appear before the House of Representatives Inquiry into Australian Music. Our message to that inquiry was hotels are a valuable partner in the supply chain of Australian music, contributing millions of dollars in direct revenue to the music industry in two key ways. The first contribution is by providing venues for live musicians to play at, entertain patrons and earn income. Each week, AHA member hotels host more than 6,000 live music, DJ and comedy performances. In South Australia, for example, 79 percent of live music is performed in hotels. The negotiation to play in a venue is decided between the venue owner and the musician or his or her representative. There is no regulatory mechanism that determines or interferes with price. It is a free market, with willing buyers and willing sellers. The second contribution is by paying licence fees to copyright collecting societies (such as APRA and PPCA), for the rights owned by

songwriters, composers, publishers and record labels. However, unlike the arrangements negotiated between live performers and venues, the collecting societies use one-size fits-all standard form licence schemes. We have expressed our concerns in regards to the proposed OneMusic scheme that many hotels will pay more than they do now. Most of the current APRA and PPCA metrics have been discarded by the joint venture and replaced by capacityonly tariffs, totally unrelated to music use or value. In particular, the capacity tariffs take no account of factors such as the actual number of people

INDUSTRY

attending, the value paid for the music or performance, the day or night of the week, and other seasonal or variable factors. The AHA fears the current OneMusic proposal will impact regional and remote venues the most, given regional and remote venues are generally high capacity but low population density, as compared to city-based venues. In fairness to OneMusic, they have taken our concerns on board and more recently have indicated a willingness to consider metrics based more closely on the current scheme. The aim of the AHA is to ensure a simpler and fairer scheme - and we will not accept anything less.

Hospitality labour and skills

a core election issue The Australian visitor economy has continued its strong growth trajectory. Expenditure by international visitors to Australia reached $42.5 billion in the year to June 2018 - an increase of 4.5 percent. Domestic visitor expenditure continued to break records, increasing by 7.9 percent to $67.5 billion. Tourism Research Australia’s forecasts indicate the tourism industry is well on track to achieve the low end of the Tourism 2020 target of $115 billion in overnight visitor expenditure (up from $70 billion in 2009). The recently released mid-year economic and fiscal outlook (MYEFO) points to continued domestic and international growth, underpinned by nonmining business investment in the domestic market and demand from Asia for Australia’s tourism and education exports. As outlined in the MYEFO, more than 300,000 jobs were created in the past year with the unemployment rate falling to five percent, its lowest level since 2012. The federal government projections show accommodation and food services employment is projected to increase by 81,400 (9.1 percent) over the five years to May 2023. These factors, together with the unprecedented growth in accommodation supply and the tightening of the skilled migration settings, places considerable pressure on attracting labour and skills to our sector.

With the federal election looming, there’s no doubt labour and skills have become a core election issue.” Carol Giuseppi, CEO, Tourism Accommodation Australia

190,000 skilled migration cap. The Senate referred the ‘current temporary skilled migration visa system’ to the Legal and Constitutional Affairs References Committee (moved by the Labor Party) for inquiry and report by the first sitting day of March 2019. Predictably this inquiry focuses on the interaction between the temporary skilled visa system and the system in place for training Australian workers - including how a skills shortage is determined. It also looks at interrogating the current skills assessment regime, including but not limited to, the correct application of ANZSCO codes and labour market testing requirements. Our submission will continue to reinforce the importance of a skilled migration framework that, while maintaining integrity, is more responsive to the needs of a global industry. The TAA Hotel Labour Benchmarking Survey showed just over 19 percent of all employees in the accommodation

sector are international workers. These workers fill vacancies unable to be filled by local labour supply. Where there are narrowing differences between the parties, it’s in the recognition of the importance of more proactive policies to encourage Australians into VET pathways. The National Centre for Vocational Education Research (NCVER) to June 2018 shows the continuing decline in apprenticeship commencements and completions with food trades worker commencements down 16.9 percent from the previous year - and down 56 percent since 2014 - and hospitality worker commencements down 25.4 percent since 2014.

for Australian apprentices. This included $27.6 million from July 1 2019, to remove the disincentive to employ adult apprentices as a result of Fair Work’s decision on differential wage payments for apprentices aged between 21 and 24. This has been a significant part of TAA advocacy over the latter part of the year.

The Australian government announced in its 2017-18 budget an estimated $1.5 billion will be available between 2017-18 and 2021-22 to grow the number of apprentices and trainees. Also announced was a new $60 million industry specialist mentoring for the Australian Apprentices program to improve retention rates of apprentices during their first two years. In late 2018, as part of the Government MYEFO announcements, $40 million over four years from 2018-19 has been earmarked to increase support

Labor has criticised the nature and timing of the review, with submissions due at the end of January 2019. They have advised they will waive upfront fees for 100,000 students to attend TAFE and conduct a ‘once in a generation’ national inquiry into the post-secondary education system within the first 100 days of being elected. Ultimately, irrespective of the politics, the accommodation industry needs to take a proactive approach to working with the elected government to reinforce the importance of filling labour and skills shortages and attracting students to the sector. TAA will continue to advocate on the importance of skilled migration for a global industry, while working with industry, government and stakeholders to develop the next generation Hotel Careers Expo. We will continue to reinforce to governments, stakeholders, consumers and future employees the significant contribution the accommodation industry makes to the economy through employment and training.

With the federal election looming, there’s no doubt labour and skills have become a core election issue. Its importance is highlighted by the flurry of population policy announcements and inquiries announced in the lead up to Christmas. In terms of skilled migration, both the government and the opposition are focussed on the integrity of temporary visas, while also maintaining support for the

It also included $1.5 million in 2018-19 to conduct an independent, expert review of Australia’s VET sector. This is an acknowledgement of the considerable decline in the number of students enrolled in publicly-funded VET and the decline in funding by both the federal and state governments.

INDUSTRY

AccomNews - Summer 2019

Caravan Parks and MHEs:

a vital aspect of affordable housing If Manufactured Housing Estates and caravan parks were combined to create a town, it would be the 25th biggest in Australia. Caravan Industry Association of Australia and the Residential Land Lease Alliance (RLLA) have officially released Long Term Residents in Caravan Parks and Manufactured Housing Estates: A Census 2016 Social Trends Report. The report shows that more than 70,000 Australians live in MHEs and caravan parks, and that this living arrangement is a vital aspect of affordable housing from both the supply and demand side. These long-term residential communities have evolved from caravan parks which traditionally catered for short-term visitors seeking longer-term tenancies for holiday homes, which in turn led to people leasing the land as a long-term living arrangement. Over the past thirty years, communities have evolved as technology, and the ability to provide homes that more resemble their brick and mortar counterparts, have improved with lower costs and increased scalability of production. The research demonstrated that 37 percent of residents

Stuart Lamont, CEO, Caravan Industry Association of Australia

in MHEs and caravan parks live alone â&#x20AC;&#x201C; highlighting the important social benefits of living in land-lease communities which are increasingly providing facilities to encourage interactions between residents. The report also revealed that approximately two percent of Australians aged over 65 live in MHEs or caravan parks, with the sector undergoing a large shift in the past decade. MHEs provide an affordable downsizing option for the babyboomer generation who tend to have much equity tied up in their property, especially households with mid-lower income brackets. This downsizing also frees up housing supply in with ageing demographics. The trend of retirees and

empty nesters who seek to downsize their homes to move into caravan parks and MHEs, along with the need to free up housing stock and improve affordability for families to enter the housing market, has led to increased investment.

providers. The RLLA provides representation on relevant federal government working committees of discussions on issues concerning affordable housing, rental assistance, GST, taxation and any other matter affecting the industry.

While some of the trends in MHEs and caravan parks highlight the challenges of an ageing population, this information also provides immense opportunity to connect to new markets, along with providing new products and services.

About CIAA: Caravan Industry Association of Australia operates as a not-for-profit organisation with a membership base comprising the individual state caravanning and camping industry associations, who work collaboratively on matters concerning the caravanning and camping industry in Australia. The Association represents over 3,500 businesses including manufacturers, dealers, caravan parks, manufactured home estates, service suppliers and repairers.

For more information regarding this report, contact jessicab@ caravanindustry.com.au About RLLA: Formed in 2015, the Residential Land Lease Alliance is the national representative body of land lease community

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Leader’s Forum Our 2019 Leader’s Forum gives voice to some of the industry’s major players across fields ranging from amenities to revenue management, talking about what the year holds for accommodation and what they foresee for the sector moving forward. We hope you enjoy the insights and predictions of accom’s movers and shakers. These are the people shaping aspects of our industry that affect providers every day…

120 years strong - and getting stronger 2019 promises to be an exciting year for us all at AH Beard. This year will mark 120 years of operation for us and to mark that milestone, we are planning a whole range of opportunities right across the year for our customers, and their guests to be a part of our celebration. Aside from the birthday celebrations, the outlook for the year is a positive one. The number of new hotel developments continues to be strong, stimulating plenty of refurbishment and new approaches to design and functionality in existing properties. With no sign of this abating, the future certainly looks positive for suppliers like us, who are able to demonstrate a history of success and reliability in the sector. The global operators looking to expand their presence in our market, bringing fresh new brands and guests, will continue to drive excitement and hopefully open the Australasian market to further growth as we grow our appeal to those

One thing that we certainly see continuing is the growing awareness of the difference a good bed makes to the guest experience Peter Deveny, Group Commercial Manager, A.H.Beard

international guests who, more than ever, are demanding higher standards and better product to justify them spending their valuable tourist dollars here. Just as hotel and resort operators and owners face challenges to retain guests, and attract new ones, due to the prominence of OTAs and other disruptors to the market, the pressure is certainly on suppliers to the industry. As a leading supplier to the hospitality market across our region, the challenges posed by the consolidation and merging of some of the biggest hotel groups in the region, and globally, are something that we are very conscious

of. The consolidation of these groups will no doubt drive consolidation of suppliers and other providers to the market, with the obvious pressure on cost, but more importantly value. One thing that we certainly see continuing is the growing awareness of the difference a good bed makes to the guest experience and the all-important feedback on social media and other review platforms. Savvy operators are now very conscious of the cost of a decision made purely on cost. One thing I am really excited to watch develop over the coming year is our ability to offer properties an innovative way to purchase their beds. This is based around leasing, rather than purchasing them outright up front, vastly

MANAGEMENT

reducing the initial capital outlay and giving operators the ability to instantly improve the appeal of their rooms, and subsequently improve their room rates. The finance facility is provided by one of the world’s largest financiers, who provide this type of model to some of the world’s leading businesses and the approval process is relatively simple and quick. It also means that the difference between purchasing a relatively basic model and one that offers far more comfort, performance and technology is literally a few cents a day! You’ll be seeing more about this from us over the coming months, but the facility is available immediately, so ask any of our sales team for more information. AccomNews - Summer 2019

Exciting times ahead

but infrastructure must keep up We are fortunate tourism continues to be growing on a worldwide scale and we will see that growth continue throughout the Pacific region. As a result, not surprisingly all state and federal governments are now focusing on the tourism sector and supporting solid investment from finance markets and hotel developers. Since 2012, we have seen new hotel supply enter most markets throughout the region and there is continued supply to come over the next two years. As a result of a buoyant market and new supply there is no doubt that market performance of operators is very important, and in terms of demand we are seeing strong growth throughout the Pacific region. Leisure markets are continuing to grow both internationally and domestically, and it is important to note that a strong Australian and New Zealand traveller throughout the region continues to underpin so much of the success and performance of hotels. The conferencing and events markets continues to perform well as companies continually energise, engage and reshape their workforces; and the international markets of New Zealand, China, India and South East Asia continue to contribute strongly to our growth, which is underpinned by the traditional markets of the UK, Europe, USA and Japan. As our industry continues to innovate and improve its digital capabilities, major competitors, disruptors and tech innovators are not viewed as a threat in our industry but simply reinforce how much of a remarkable sector tourism is to AccomNews - Summer 2019

Simon McGrath, Chief Operating Officer, AccorHotels Pacific

our overall economy. Globally the travel and tourism industry has witness exponential growth and sits within the top three competitive industries for Google AdWords; while it is estimated to be worth as much as $100 billion for the online giant. While we have seen growth in the aviation sector supporting the hotel industry over the past five years, we caution governments, tourism bodies and airport corporations to respect and continue to support investment in airports and new inbound and domestic air routes. As the number one stimulator for tourism, airlines have a myriad of worldwide destinations they can choose to fly to, so we must not become complacent, we must make it both easy and profitable

We are in a region with strong industry fundamentals long term, and AccorHotels is excited by the new developments, brands and investment in the industry from both the government and private sector.

for airlines to do business in Australia and the Pacific. A strong, healthy and growing distribution system is the ticket to play, and works in tandem with third party suppliers to hotels. All forms of distribution are reshaping themselves to be cost efficient and deliver strong business to hotels. AccorHotels has strongly focused on loyalty to provide it with an ability to capture customers and market direct to the hotel and thus control the business; this continues to grow at rapid pace, as one would expect. We are in a region with strong industry fundamentals

long term, and AccorHotels is excited by the new developments, brands and investment in the industry from both the government and private sector. We have a very strong performance culture fuelled by a large and engaging distribution and loyalty platform, all of which is protected by an obsession around customer service and an extraordinary team throughout our business. We are proud to play our role in the industry and we continue to ensure that not only AccorHotels succeeds but also everyone within the industry has the opportunity to prosper in a very coordinated and cohesive sector.

A strong, healthy and growing distribution system is the ticket to play, and works in tandem with third party suppliers to hotels.â&#x20AC;?

MANAGEMENT

> 2019 LEADER’S FORUM (CONT.)

Ten revenue management focus areas for 2019 1. Educate

5. Leverage

Invest in people and this will lead to improved profits. Revenue management demands highlyskilled analysts with knowledge in distribution, data analysis, digital marketing, consumer psychology, critical thinking and innovation.

Analyse the customer journey at all touch points and remember they will want to interact in different ways. Map-out customer journeys, have offerings that entice them to book.

2. Costs Monitor distribution channels costs, including loyalty programs and direct booking channels. Understand costs, including costs per occupied room and fixed costs per vacant room.

6. Plan Revenue optimisation continues 7 days a week, take time to ensure there is adequate coverage when revenue management staff are on leave.

Melissa Kalan , Founder, ARMA – Australian Revenue Management Association

4. Efficiencies

7. Find

3. Clean

Legacy structures, mind-sets and software solutions must be reviewed.

Tighten-up high and low yield spill, dilution and inventory spoilage, which results in lost revenue and ensure direct channels are providing favourable experiences including perceived value for customers.

Improve operational efficiencies and communication, book your own property to test the process, have a colleague stay and critique the experience, ensure staff have a revenue management mindset and optimise all assets.

Encourage staff to put forward revenue and profit generating ideas – and identify the next revenue generating rock star.

UPSKILL & GET

Qualified

8. Psychology Increase your knowledge on pricing and consumer psychology and incorporate as many strategies as possible into pricing

structures, marketing campaigns, website, voice reservation scripts and your terms and conditions.

9. Improve Forecasting and pricing are critical functions of revenue management, which are also heavily impacted by online reputation data. Forecast accuracy is a KPI for revenue managers and assists in controlling operational costs, effectively calculates displacement and determines the optimal market price at any point in time.

10. Add Consider expanding your data sets to include market share benchmarking data, market share growth and customer insight data by origin, booking source, total spend, lead time, length of stay, booking volume, booking placement and channel cost, your initial strategy may take a whole new direction.

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MANAGEMENT

AccomNews - Summer 2019

2019 all about balance 2018 saw the tipping point for our industry with regards to single use plastics, and the change from now on will be rapid. 2019 is all about balance. We need tourism to be more sustainable. But we also need to ensure we continue to delight and surprise guests and ensure a positive guest experience from every interaction. Existing innovations like the Goodie Bag (where guests are encouraged to take their partially used hair and body care products home, finish using them and then recycle them at home) are a great start, and while 2019 will see further development of dispenser options, we will be launching a paper-based single use system that will influence the whole paradigm.

AccomNews - Summer 2019

Jimi Kennedy-Grant, General Manager Sales and Marketing, Healthpak

Years in development, this new packaging material is completely revolutionary. We will be launching in April, so keep an eye out for this.

Locally-manufactured products containing local botanical extracts are the fastest growing trend in guest hair and body care products.”

Little changes can have a big impact too. We have changed all our cotton buds to be made from a compressed cotton shaft (no more plastic shafts for our customers).

guest hair and body care is now seeing huge growth as guests WANT an authentic connection to their environment. Locally-manufactured products containing local botanical extracts are the fastest growing trend in guest hair and body care products.

Taking its inspiration from the farm to table movement, ‘local’

Organic and Fairtrade ingredients are also high on the wish

MANAGEMENT

list for guests and offer cost effective additions to product formulations. By the end of 2019, I’m confident that your guests will be delighted with the innovations and evolutions in packaging and contents and we will be manufacturing some of the most environmentallyfriendly guest hair and body care products in the world.

Sandstone Point Holiday Resort:

The new face of BIG4 By Trish Riley, Industry Reporter Photography: Mitch Lowe

Perched on the glistening shores of Pumicestone Passage and only a stone’s-throw from the iconic Bribie Island, Sandstone Point Resort is nestled directly in the middle of Brisbane CBD and the Sunshine Coast and together with a variety of accommodation options and a plethora of ‘things to do’ boasts magnificent facilities, beaches and scenic bushland showcasing the best of South East Queensland. New to the well-known stable of BIG4 holiday parks, Sandstone Point Holiday Resort is best known for its modern accommodation, world class facilities and convenient yet “secluded” location. Being right on the doorstep of Bribie Island’s still water and surf beaches, 4WD tracks, fishing spots and so much more while also being close to

The resort team consists of Comiskey Group Directors; Paul, Rob and David who each bring their own expertise to the operation, focusing on different facets of the business.

Sandstone Point Hotel and all that it has to offer, offers a variety of experiences all in the one location. And it was the exquisite location that sparked the entire multimillion-dollar development. After the property came on the Comiskey Group’s radar over seven years ago, they knew it was a rare find. Flashes of what could be done with the spectacular waterfront land came to the forefront of their minds and the chase began. It was a once in a lifetime opportunity and the group were thrilled when they had secured it.

Once the group were the proud owners of the land, planning commenced. With a feeling that the area had always been underrated, they knew what they wanted to see occupy the space and that was a hotel and accommodation suitable for all ages in the local community and those exploring the beautiful region. An ideal setting for travellers with surrounding beaches, nature trails and fishing spots as well as the perfect spot for outdoor concerts with rolling greenery and water views. Rob Comiskey says the development that ensued was a “natural fit”.

PROFILES

Owner Rob Comiskey, believes that the addition of Sandstone Point holiday resort to the complex was vital. Carrying over the coastal yet rustic theming of the hotel to keep a cohesion between the two while bringing fresh ideas to the resort was a significant step in ensuring a point of difference yet an overall united concept within the development. So, whether your stay is an adventurous one with family or simply a relaxing weekend away, the aim of the Sandstone Point Resort team is to ensure that the experience is memorable for all the right reasons. Catering for travellers from the business man to families and couples on a romantic getaway, Sandstone Point accommodation options range from unpowered and powered camp and motorhome sites through to luxury tents and selfcontained villas. AccomNews - Summer 2019

Of note are the Luxury and Deluxe Villas. Showcasing coast-inspired décor and combining resort style living with sophistication, the luxury villa is stunningly appointed and perfect for a wedding night or couple’s getaway. Complete with expansive views of the Pumicestone Passage, guests are also privy to a slice of Moreton Bay’s most scenic waterway right from their doorstep. Featuring one king bed on a platform as well as a large ensuite bathroom which includes double sinks with vanity, a spa bath and shower, the luxury villa also has its very

own an open plan kitchen, dining and living area with a Smart TV. All this opening out to a private alfresco dining area with a BBQ, perfect for romantic outdoor meals with a view. The one, two and three-bedroom villas, sleeping between two and ten guests are ideal for family bookings, featuring a spacious floor plan and everything that guests may require for resortstyle living. The self-contained villas feature queen, king split and double bunks with a trundle, catering for the whole family as well as small entry courtyards, open plan dining, kitchen and

living areas with a Smart TV opening out to a private alfresco dining area with a BBQ for outdoor meals. For those seeking a more rustic experience, the Luxury Safari Tents and Family Safari Tents are a unique way to camp in style. Sleeping up to five with a queen bed and double bunk with a trundle. These very trendy glamping tents feature their own bathrooms – some ensuite with a spa bath - and open plan dining and lounge area with a Smart TV opening out to a private alfresco dining area with a kitchen and BBQ, ensuring that outdoor family meals are extra special.

Speaking about the appointment of Sandstone Point into BIG4 Holiday Parks, Rob Comiskey says: “We’re thrilled to have joined BIG4. We were warmly welcomed into the holiday park industry by BIG4 Holiday Parks, and have learnt a lot from the company and the helpful park owners who have shared their experiences with us. Just as there is a sense of community in camping, there seems to be a real ‘we’re all in it together’ attitude which I am pleased to have come across and be a part of. “BIG4 have holiday parks are dotted across the map in so many amazing locations

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AccomNews - Summer 2019

throughout Australia and now the gorgeous Sandstone Point is one of them. We plan on taking BIG4 to the next level with a resort unlike any other, and look forward to showing everyone just how great the Moreton Bay Region really is. We are very much looking forward to the future. “It’s paramount that BIG4 Sandstone Point Holiday Resort meets the standards that both the hotel and BIG4 sets, while also bringing something new and exciting to the holiday park industry. Executing the master plan with innovation, quality and attention to detail was the most important thing to get right in order to assure an overall product the group were happy with.” When asked about the biggest achievement and learning curve so far, Comiskey adds: “The resort has only been open a couple of months and has seen live broadcasts from Sunrise and The Today Show, we’ve been booking more stays than we ever expected this early on and the feedback has been great - which is the most important thing. Without a quality experience, all

the publicity means nothing and the bookings will eventually stop. I’m really proud of the progress we have made so far but we still continue to learn and develop as we go on.” Located just a short drive from the Glass House Mountains and the Beerburrum State Forest, the BIG4 Sandstone Point Holiday Resort is surrounded by natural beauty and exciting tourist attractions.

“We pride ourselves in offering world class facilities to keep the whole family entertained, whether it be sitting back and relaxing by the 500sqm pool complete with comfortable lounges within close reach to the bar, or watching the kids in the state-of-the-art playground, tennis court, jumping pillow, games room or water park with an 800-litre tipping bucket, plus so much more,” adds Comiskey. “Being a family man myself, it’s

wonderful to see happy families enjoying our facilities. It makes all the hard work worth it to know that we’ve provided a place for people to create great memories with their loved ones. I cherish the holidays I have taken with my family and I know just how important it is to spend quality time with them. I hope people look back and think fondly of their time with us. Judging by the smiles I’ve seen, I think they just might.” ■

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AccomNews - Summer 2019

PROFILES

Novotel Melbourne Central and ibis Melbourne Central

the perfect duo By Kate Jackson, Editor

Melbourne’s newest dualbranded central hotel accommodation, Novotel Melbourne Central and ibis Melbourne Central, opened its doors just before Christmas. Described by AccorHotels Pacific chief operating officer Simon McGrath as a “win” for Melbourne, the integrated new-builds together add 483 midscale and premium economy rooms to the city’s booming hotel industry, employing more than 150 local staff. Accor has long been a major player in Victoria, employing some 1400 people across a network of

brands state-wide. Its latest addition is an imposing tall all-glass building set amongst Little Lonsdale Street’s upand-coming strip. Pre-opening general manager Michelle Bradshaw describes how both the Novotel Melbourne Central and ibis Melbourne Central focus on in-room detail and boast carefully-selected luxury touches not often seen in the economy and midscale product - such as brass/gold trimmed marble and “softening fabrics through textured wallpaper in the Novotel”. The public areas boast minimalistic natural materials and the outlets celebrate the unique concepts through layering and a soft colour palate.

at the heart of every project. Launching Accor Australia’s first dual branded hotel, provided a unique and exciting opportunity for IT hospitality specialists RemoteHQ. Following a successful upgrade at the Ibis Budget Melbourne CBD, RemoteHQ was engaged by Wellsmart Group to assist with the opening of their new hotel in the heart of Melbourne. With an experienced team of experts, RemoteHQ worked to compressed timelines, shifting opening dates and was responsible for managing an extensive portfolio of vendors. “RemoteHQ are unbelievable! From conception to delivery they have been proactive and eﬀective in their approach.

PROFILES

They delivered on their promise and are a very knowledgeable team.” John Toscano, Director Wellsmart Group. “Helping build hotels is what we are good at. Our team work behind the scenes to help bring it all together, ensuring all systems are connected and talking for launch. We are there until the job is done and everything is working as it should.” Ken Hall, Managing Director RemoteHQ. In the last 12 months, RemoteHQ has been IT partner of choice for a large number of new hotel developments in Australia, including Soﬁtel Sydney, Darling Harbour; Novotel Brisbane South Bank; The William Inglis MGallery by Soﬁtel; and Ibis Styles Hobart. For more information contact Ken Hall on 0416 264 065 or email ken.hall@remotehq.com.au AccomNews - Summer 2019

According to Michelle, the site did not always present such a genteel facade. “The hotel’s location has a colourful past,” she reveals. “Formally known as Little Lon, home to the Melbourne Mafia and some famous underworld characters, this area is now the legal and university district of Melbourne. We pay homage to Little Lon’s colourful past with our in-house outlets, Prett y Boy Italian Steakhouse and Floyd’s bar, bringing to life the stories through great food and exciting beverages”. We asked Michelle about the story behind the two very different brands - and how they are linked. She says: “Novotel is the heritage brand of AccorHotels, opening its first hotel in Lille Lesquin, France in 1967. Novotel was the first hotel brand in Europe to bring a high quality, standardised, modern hotel offering with a guestcentric focus. It was ahead of its time, offering a multi-service proposition including breakfast, private bathroom, in-room TV and telephone, air conditioning, leisure facilities, meeting rooms and varied food and beverage

offerings. The Novotel network rapidly expanded around the world and the first flagship in Australia opened with Novotel Sydney on Darling Harbour in July 1991. Since then, Novotel in Australia has achieved extraordinary growth with a portfolio of 28 hotels - that’s 5,639 rooms - in operation as of November 2015.”

And ibis? Michelle tells us: “In 1974, the first ibis hotel opened its doors in Bordeaux France. With travel no longer a pursuit exclusively for the aﬄuent, the ibis brand recognised its place in this landscape. ibis’ intention was to offer pleasant hotels that were within the reach of everyone. The concept was initially based on ‘the Novotel brand, made 30

percent more affordable’. ibis stood for ‘hospitality for all’. Today, ibis remains anchored to these principles, with the brand elevated to meet the changing expectations of the modern value conscious traveller. Offering the highest level of service and ultimate comfort, ibis offers the best value-for-money in the economy segment.”

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AccomNews - Summer 2019

PROFILES

Having two brands in one location gives Accor a unique advantage in the market, according to Michelle, with the two well-known brands and three food and drink outlets in one location creating a complex that provides guests with everything they could need in one place. The dual brand prides itself on points of difference which include enhanced technology options through interactive tablets and Chromecast-enabled televisions, and restaurant and bar outlets on Little Lonsdale Street which are decidedly different to the usual bland hotel fare. Exceptional service from a core of dedicated staff is key to the new development, with Accor determined to do things a little differently when creating its team. “The leadership team for this property were hand selected based on their ability to redefine the modern hospitality era and their ability to work collaboratively,” says Michelle. “An example of this is our executive chef Michael Smith, who came to the role with an impressive list of Melbourne’s premier hatted restaurants on his resume. We can’t think of another economy or midscale hotel which is taking food this seriously and has talent like this. The majority of our frontline team are new to the industry, we chose this approach to ensure we had engaging and caring personalities looking after our guests - we knew we could teach them the skill to compliment. It was a great decision and our guests are telling us how special they feel.”

The majority of our frontline team are new to the industry, we chose this approach to ensure we had engaging and caring person-alities looking after our guests - we knew we could teach them the skill to compliment.” Asked what she enjoys most as manager, Michelle replies: “I have really enjoyed watching our team work and grow together to realise the vision, this is a big hotel with lots of moving parts. Seeing it come to life has been a real thrill. It is such an exciting industry to be a part of, I am really enjoying working with the

new generation of hoteliers (millennials) in our industry; their demand that tradition be done with, and their challenging of the status quo. I am also excited by the new trends and direction of the industry, the new product is celebrating storytelling, is experiential focused and enriching - from all budget points.” ■

PROFILES

AccomNews - Summer 2019

The Tank Stream Hotel:

A gem in the heart of Sydney

By Mandy Clarke, Industry Reporter

The Tank Stream Hotel is one of Sydney’s newest accommodation establishments. It sits directly over the tank stream (tanks that were built as storage for the precious fresh water life source for the first colony established at Sydney Cove in 1788) and occupies most of the 1960s building at 97 Pitt Street, on the corner of Hunter Street. Opened in 2015 as part of the international St Giles group, The Tank Stream Hotel’s five-star location sits comfortably between the Sheratons and Hyatts of the world in Sydney’s historic and financial heart. Circular Quay and the Opera House are in proximity and Martin Place is only a couple of blocks away. The Tank Stream Hotel is a new, modern and compact 280-room hotel that offers an “all inclusive - ONE RATE” concept providing guests with the latest in-room technology and entertainment, complimentary non-alcoholic mini bar and an Espresso coffee machine. The stylish and contemporary accommodation blends perfectly with the hotel’s heritage location and story. Its excellent restaurant, the French-styled bistro Le Petit AccomNews - Summer 2019

Flot, overlooks one of Sydney’s historic laneways and showcases the best of local produce in a fusion of French and Japanese cuisine. The meat-heavy menu features pork belly, lamb cutlets and beef cheek with lighter selections and a host of sides to complement the mains. This historic building was once admired as a leading example of post-war International Style. Now redeveloped, the building’s distinctive architecture captures the wavelike form of the original stream and the harbour it flows into.

Accomnews asked Klaus Kinateder, Tank Stream Hotel’s general manager, to tell us more... He said: “Originally built in the ‘60s as an office building, The Tank Stream was redeveloped to add modern floors of glass and steel to the top of the concrete building. It is a modern, well-designed hotel that focuses on adding value to the guest stay via in-room amenities or technology and providing authentic hospitality. “Our rooms are well appointed, and the room category is reflective of size, with bright birchwood finishing on the desk, doors and columns. The light colours help keep the room bright and the layout is well thought out, with significant storage space and a good-sized bathroom.” PROFILES

and we were the first hotel in Australia to adopt the system and now we see others following. “We don’t have huge manning levels like other hotels and so technology needs to make life easy for us so we can concentrate on delivering great hospitality to our guests!”

Tell us more about the team… “We have a very diverse team within the hotel, and I believe in a very flat structure. There is no job in the hotel that is beneath anyone. We are a family who look out for each other and we try to focus on what we can do and not what can’t be done.”

Tell us about the brand… “St Giles offers travellers a growing collection of centrally and strategically located, individual and inspired hotels in the heart of major cities across Asia, Australia, Europe, and North America. “Our well-appointed hotels are the hidden gems of the cities they serve, creating unique experiences that turn ordinary trips into memorable journeys. Categorised by three levels of excellence (Signature, Red and Blue), our hotels offer true value but not at the expense of personality or service. “Like the individual facets of a precious gemstone, each hotel

in the St Giles group shines with a special character all its own. And just as the gemstone is the centrepiece of any fine work of jewellery, so, too, St Giles hotels are positioned at the very core of major business and cultural hubs around the world, providing guests with the best vantage points from which to plan and enjoy their visits.”

What has been the biggest achievements and learning curves so far? Klaus revealed: “Being part of a smaller chain but the only hotel within the chain in Australia, we have had to be innovative

in the technology that we use and how we use it. We like to see ourselves as early adopters and work with start-ups or new players in the Australian market. “Recruitment is a huge task for us because everyone wants to work for the big boys, so we don’t always get the best applications, or we get 200 applications and spend two weeks sorting the good from the bad. Our partnership with RedBeardTalent has changed everything; how we recruit, the cost of recruitment and it takes the guess work and stress out - now it is enjoyable. “Revenue management is another area where we have been the early adopters of Duetto GameChanger. While not a new product, it is new to Australia

Tell our readers what you enjoy most about your job? “I love everything about working in and managing hotels. When I worked for some of the larger chains, you would have a bad day dealing with regional or head office but at hotel level I have loved every minute.”

What does your accommodation do best? “We provide hospitality. Many are confused between service and hospitality: Service is a tangible like a business centre, room service, etc, but hospitality is how well we execute our job and how we treat people.” ■

Weatherdon in the flow For R. Weatherdon & Co, working with The Tank Stream Hotel team is truly like visiting old friends. “Having worked with the management team in previous properties, we appreciate their priorities which are: a quick turn-around time, robust products that won’t let them down and a sharp pencil,” says managing director Robert Weatherdon. “We started supplying products to the property when it opened in 2015 and our relationship has been smooth sailing ever since.

“The rooms are modern and a compact city-size. The brief was for products that reflected the style and décor and importantly didn’t take up valuable in-room real estate. Each centimetre was put to good use.

Robert Weatherdon , Managing Director, R. Weatherdon & Co

“Each property is unique; The Tank Stream especially so. It’s an historically listed building and retains its original Wombeyan marble façade.

“One of the first products ordered was the polished stainless-steel Nero Delia kettle, followed by the Nero steam-dry iron, along with slippers, tissue boxes and a host of wardrobe staples and back-of-house trolleys.” The Tank Stream Hotel’s general manager Klaus Kinateder added: “We have a flat management structure

PROFILES

and Weatherdons is a one-stop-shop for us. It’s efficient and economical dealing with one supplier who has the complete range for all our basics. Our focus is on premium products that will last a long time. For us it’s ‘buy once, buy right’. “Irons are paramount in a CBD hotel. For our brand it’s all in the details; the length of the cable, an auto-safety function and the ceramic hot plate so there’s no grungespurt on that white business shirt. Our emphasis is on function, right down to the last teaspoon; everything is premium-grade to make our guests feel valued.”

AccomNews - Summer 2019

WEATHERDON

The Ruby Collection: A billion-dollar game changer By Trish Riley, Industry Reporter

From the moment you step inside The Ruby Apartments, it’s obvious the accommodation that brands itself with the words ‘We don’t do ordinary’ is going to be anything but. The impressive first tower of what will ultimately be four epitomises Gold Coast hospitality, offering a new level in service and amenities that will ultimately change the face of the northern Surfers Paradise precinct. The 30-storey Ruby Apartments combine family appeal and five-star facilities, delivering all the benefits of a vacation with sophisticated indulgence and cutting-edge features. At Ruby, traditional customer service roles have been replaced with ‘Ruby Ambassadors’. From the moment guests arrive, the ambassadors are on hand to assist with guests’ every need, including assistance with an Australian first: a circular checkin desk with six autonomous stations where guests are guided through a self-check-in process.

The Enzosystem hospitality kiosks provide a seamless check-in process, eliminating the need for guests to wait in line filling out tedious paperwork. Spanning 30 floors, the stylish tower houses 230 one, two and three-bedroom apartments and sky suites catering for families, couples or single travellers. Every apartment and ground floor villa features bespoke furnishings personally designed or sourced by Ruby Collection CEO David Brook. Working in conjunction with Wayne Russell of Seatings Plus and travelling all over the world to source particular items, David hand-selected every sofa, bed, lamp, occasional chair and even cushion for each apartment to ensure that every item melded to contribute to the distinctive ambiance of the

Gold Coast. The use of teal and earthy tones brings together the ocean and hinterland, while rose gold accents drawing from the inspiration of the namesake ruby feature throughout.

create a genuine, quality familyfriendly holiday experience that provides entertainment, activities and facilities synonymous with the expectations of the Gold Coast,” said David.

“My wish is for us to be seen as the leader in the hospitality sector, bringing new concepts and a level of customer service not seen for many years,” said David.

Other facilities include two excellent eateries in The European-style Terrace café and Stones Bar and Grill, a swimming pool surrounded by tropical palms, a sauna and steam room and a cardio gym, a children’s splash zone and waterpark, kids club and an extensive daily activities program to keep the younger ones entertained.

Every apartment also presents a bird’s eye view of the Pacific Ocean or Gold Coast hinterland, offering spaciously-designed living areas, a full kitchen and laundry, private ensuite with shower, and extras such as USB charging points, smart TVs, complimentary wifi and easy access to Ruby’s digital concierge. “We set out with a vision to

We set out with a vision to create a genuine, quality family-friendly holiday experience that provides entertainment, activities and facilities synonymous with the expectations of the Gold Coast.”

PROFILES

Developed by Sydney-based Ralan Group, the Ruby Collection is poised to offer much more than an enticing leisure opportunity. The development of the remaining three towers over the next five years is expected to create hundreds of jobs and inject substantial economic benefits to the region. Once complete, the 2.5-hectare development will comprise more than 1,600 apartments with over 2,990 bedrooms, making it the largest independent accommodation provider in Queensland. ■

AccomNews - Summer 2019

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Tapping

into the water revolution

By Kate Jackdon, Editor

Australians buy $700 million of bottled water annually - despite the fact that it flows freely from every household tap. That figure, and the projected growth rate for bottled water into the foreseeable future, is an indication of just how discerning we are about the perceived quality of the H2O passing our lips. As the developed world hones its focus on wellness and sustainability, flavoured waters, such as lightly sparkling spring water with a hint of lime, are increasingly jostling for minibar space alongside soft drinks. And straight-up water drinkers are ever more judgmental about how that perfect drop is packaged, stored, transported and collected. Accommodation which packages its water appealingly can convey numerous positive messages to its guests. An unassuming little one litre bottle speaks volumes about a brand’s approach to quality, health, sustainability, the environment and, most

importantly, to its guests. Quite simply, it makes economic sense to tap into the consumer’s thirst for pure water.

So, what are the best options for water supply? Drinking water fountains and coolers are an old favourite for high traffic areas. Freestanding or wall mounted, they can either serve bottled spring water delivered by suppliers or connect to a property’s mains water supply and accommodate an internal carbon filter, which removes tastes, odours, chemicals, heavy metals, and microorganisms such as giardia and cryptosporidium. A water fountain is capable of dispensing up to 25 litres of chilled water per hour making it ideal for any busy environment and it can be branded to become an effective marketing tool. Water bars are compact, energyefficient countertop water dispensers that provide filtered, purified, chilled, warm, and boiling water at the touch of a button. They are plumbed into the mains supply but don’t require drainage plumbing thanks to a removable drip tray.

FOOD & BEVERAGE

AccomNews - Summer 2019

The water passes through as carbon filter, then splits off to either the hot or cold tank where it is exposed to ultraviolet light from a UV lamp inside the tank to prevent regrowth of microorganisms. Water bars are an ideal in-room solution - replacing kettles and chilled water jugs and also suit public areas such as lobbies, gyms, spas and particularly conference spaces, freeing up staff time by allowing guests can help themselves to drinks. Chilled water for selfservice in bar areas, for example, allows venues to meet the license regulations without staff needing to constantly fill urns with ice and water. Custom-branded water bottles, whether serving filtered tap water, delivering spring water or as a useful marketing tool adds value to both the product and the provider by tapping into the status of a trusted brand. Be warned though; that branded bottle of water had better deliver on taste

AccomNews - Summer 2019

or the exercise can seriously backfire. Plastic bottles which are fully recyclable, BPA free and certified carbon neutral score well with guests and again are a good advert for your brand’s green credentials. One industry insider told Accomnews locally-sourced spring water was particularly well received, saying: “Accommodation providers are showing a preference for thinking locally and supporting smaller operations, with positive feedback from guests.” Branded glass or stainless steel bottles can also be a great advert for your product and showcase an accommodation provider’s sustainability commitments to a captive audience. Durable designer bottles deliver a powerful message about a property’s dedication to plastic-free environs. ■

GUEST FACILITIES

Why guests want their hosts to go OTT By Kate Jackson, Editor

There’s no point trying to impress today’s travellers with gadgetry. Most already carry around the tech equivalent of a Swiss army knife; those pocket-sized multitools are called smartphones for a reason. Former La Quinta Inns and Suites CEO Wayne Goldberg summed it up nicely when he said in an interview with Skift: “What’s really changed is that today it isn’t about giving the guest the technology. “Today it’s about giving the guest the capability of leveraging all of the technology that they’re traveling with.”

It allows consumers access to services such as Netflix and Amazon Prime, which create a personalised experience that embraces what they like and delivers it on demand. OTT streaming has experienced exponential growth around the world over the last five years, with subscription video-on-demand (SVOD) services now part of the home-viewing regimen for almost 70 percent of Australians, according to Nielsen research for Screen Australia. Numerous accommodation providers are now offering streaming services to enable guests to watch their own content on the in-room TV, in a marked shift away from pay-perview content.

But until recently, guests needed a pre-existing Netflix account or had to set up a new trial in order to view such services inroom. They also needed to enter their personal Netflix account details through a clunky process requiring the sharing personal data in a public arena - something many were reticent about. Streaming technology known as casting allows users to stream content by accessing castenabled apps already on their own devices. Services such as Roomcast and STAYCAST allow access to a vast catalogue of content, with most major accommodation groups adopting variations of in-room casting to integrate with mobile apps.

According to Technology 4 Hotels chief Brendon Granger, the appeal to guests of casting is its simplicity and security. He says: “As streaming gains popularity in the home, guests will increasingly want and expect to access their accounts from the comfort of their hotel room. “Moving forward, casting will become integral to this process, representing the ultimate way for guests to enjoy their favourite content through a simplified, secure and seamless form of connectivity.” There are two types of casting solutions on the market; one is in-built as part of a TV panel, the other is standalone and offers a good solution for providers not in a position to upgrade their TVs.

Savvy accommodation providers use technology to make a stay more enjoyable through ease of use. When you sculpt your connectivity offering around the smartphone or ipad to provide a smorgasbord of viewing, listening and playing options, the experience feels effortless to the guest. Of course, accom managers may be scrambling to keep up with inroom connectivity, but check-ins expect to seamlessly plug into the kinds of technological comforts they enjoy at home.

So what are the latest media solutions? OTT (Over The Top) media is the streaming of content direct to a consumer over the internet, bypassing traditional broadcast service providers.

TECHNOLOGY

AccomNews - Summer 2019

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1300 428 808 | sales@honeybadger.tech Copyright © 2018 SONIFI Solutions, Inc. All rights reserved. SONIFI and STAYCAST are trademarks or registered trademarks of SONIFI Solutions, Inc. Google Chromecast is a trademark of Google Inc. All other trademarks used are the property of their respective owner. Some features described may require additional software, hardware, subscriptions, licensing and costs. Contact Honeybadger for details.Information deemed accurate as of 090817 – S1352SE17

Support

Ensuring infrastructure and bandwidth are adequate to allow reliable communication is key, particularly if you choose to stream content rather than host your entertainment solution via an internal network.

which are restrictive in flexibility and choice of content. “The most important factor to be considered when creating a modern converged communications system is the quality, capacity, and robustness of the network.

With the typical traveller now carrying a smartphone, laptop and tablet, accom providers will increasingly need to focus on provision of supporting hardware - from wireless access points and network switches to the gateway soft ware installed by service providers.

“If all of the requirements of the system are clearly defined, we are able to ensure that the design meets all of these requirements for now and in the future.

Providers such as StreamVision have developed solutions to meet the specificities of each client profile and project size, with modular designs which deliver the flexibility that allows accommodation properties to choose between any combination of features to fit with specific requirements or constraints. The systems are seamlessly expandable to accommodate new features, more clients, more channels distributed and open ports for third-party applications such as Property Management Systems or Building Management Systems.

Industry view: Heinrich Saayman, director of Honeybadger Technologies

ongoing demands and the growing number of travellers, it has put a natural demand on accommodation providers to provide systems capable of allowing travellers to use their own content in-house.

“The behavioural change in the time spend watching OTT services has become quite evident with a shift towards streaming services vs download services. “Currently, there are over 9.1 million SVOD subscribers in Australia. The biggest growers have been sports streaming services followed by catch-up services. With these

“Broadband availability, internet connectivity, effective bandwidth management and inability to stream to in-room TVs remain the main hurdles in the number of guest viewings. Travellers have indicated that they prefer using their own OTT services whilst travelling vs hotel in-house provided channels,

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“The growing demand on available bandwidth is driven by the advances of technology, particularly OTT or streaming services; and by understanding the customer expectations and requirements of the network it makes it much more possible to deliver a solution which meets these needs both today, and in the years to come. “There are constant advances with regards to network management solutions by all vendors which make the management and maintenance of the entire solution more efficient. With the introduction of machine learning, we are starting to see networks that can self-diagnose problems and repair them before the end user even notices.” ■

AccomNews - Summer 2019

Guests expect a perfect guest wifi service and experience

Guest wifi is no longer considered an amenity, it is an expected service. It is a utility and as important as running water, electricity and a comfortable bed. Guests not only want wifi to be free, they want it to be unlimited data, fast, secure, reliable and everywhere! Today’s travellers want the conveniences they have at home and they now expect accommodation providers to deliver on these same conveniences. They want to connect and forget. They want to relax in their unit watching their own Netflix account, exactly where it left off when they departed home. They want to be able to cast content securely, bring their Google Assistant and Foxtel Now box and be ‘at home’. When internet service providers talk about guest wifi with accommodation providers, there are numerous areas they need to discuss with you and each area is as important as the next.

Data and speed/ bandwidth Unlimited data is a must for all guests and most internet service providers’ plans have unlimited monthly data. The speed you offer your guests in their unit is going to be dependent on the speed you can get at your complex. AccomNews - Summer 2019

the signal is close enough and strong enough for connectivity and transmission. Some units may need more than one device if they are a large space and we determine this during a site survey.

Judy Senn , Director, Time Out Internet

You may need multiple internet connections depending on how many units you want covered and the speed you are able to get from a provider. Your guest wifi provider will help guide you with this, however a minimum of 8-12 Mbps per unit is recommended to start with. If you have more speed to give, definitely give them more. 8-12 Mbps will get one unit 2-3 Standard Definition Netflix streams at the same time in that unit. When guest wifi providers set up your system, they liaise with you regarding the bandwidth availability and ensure that they configure the controller accordingly to allow for adequate speeds to be available throughout the resort, including your office.

Signal strength, connectivity and reliability In-room guest wifi systems are a must. Every unit or hotel room needs its own wireless access point or modem to ensure that

External or hallway guest wifi systems or only having a wireless device installed in every second room or unit will give you black spots and not allow for reliable connectivity of devices, particularly Smart TVs. It will not give the guest a secure individual network in their room/ unit as they have at home. There are many different ways of delivering an in-room guest wifi solution and a site survey will determine the best possible and most cost-effective solution.

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

Marketing your guest wifi “Guest wifi with unlimited data. Bring Your Own content and

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devices - ChromeCasts, gaming devices, AppleTVs, Foxtel Now, Google Assistant, etc and use our wifi to stream and play! Easy connectivity in a secure in room network. Cast and stream and live the dream!”

Does your current wifi system allow you to market this way? Choosing the right guest wifi supplier is essential. Ask for references. Read their testimonials. Talk to their customers. Ask about their customer service and support. You want to ensure what is going to be delivered is not going to be redundant in a year’s time. The cheapest solution is not always the best solution and you must compare apples to apples. Ask your guest wifi supplier to explain how everything works in layman’s terms if you don’t understand what they are trying to provide you. You may have to sell the solution to your owners, the committee or body corporate and understanding what you want them to pay for is crucial. Your supplier should provide you with a professional and comprehensive proposal that outlines exactly what they will require for the installation, what they are installing and what the outcome will be for you. ■

Adapting to guestroom entertainment in the age of content streaming By Jeff Rhode, Director, Liveport

Regardless of your personal preference with staying up to date on enhancements in mainstream technology, few would have missed the advancements that have taken place in the field of televised and online entertainment over the last decade. Once confined to a limited choice in what they could view and how they could interact with TV services, todayâ&#x20AC;&#x2122;s consumers are instead likely to be contemplating whether they should sign into an array of personal content streaming accounts such as Netflix or Amazon Prime in order to fulfil their entertainment needs. Such platforms even take the concept of choice and personalization a step further by offering viewing suggestions based on previous user viewing history. Yet within the hospitality industry and as with other new technologies, hoteliers have traditionally been slow to adapt to evolving consumer entertainment preferences. This has resulted in a growing disparity between what guests are accustomed to when viewing content at home, versus the in-room entertainment options they typically find in hotel guestrooms around the world. Seeking to better understand what todayâ&#x20AC;&#x2122;s hotel guests are looking for when it comes to in-room entertainment, a recent Hotel Internet Services (HIS) survey study significantly identified the importance that guests place on their ability to continue streaming personalized content while traveling. With more than 500 guests taking part in the survey, 64 percent in fact disclosed their preference for being able to access such content on a guestroom television. Conversely, more than half of respondents indicated a disinterest in using traditional video-on-demand services, with several sharing the same opinion that such services are expensive and unnecessary, given the ability to stream entertainment on mobile devices.

resolve this issue by implementing televisions with built-in apps or set-top boxes with apps that allow guests to log into personal streaming accounts. Yet, the reality is that many guests feel a sense of unease from the idea of inputting sensitive information into a device that is shared with countless others. In fact, 95 percent of respondents in the HIS survey indicated such a concern. Further reducing the value of such televisions is the lack of opportunity that exists for properties to create sources of in-room revenue. This can leave hoteliers often wondering if any solution actually exists that allows them to catch up to evolving guest standards while also providing a means to at least cover the cost of investment. However, by again looking to advancements in home technology and changes in consumer behaviour, we can see a growing demand for multifunctional devices that - along with offering the ability to wirelessly cast streamed content to televisions - also provide a host of other

valuable functionalities. These can include the ability to make purchases online, order food for delivery or allowing for more convenient control of household amenities such as lighting or thermostats. Likewise, within the hospitality industry, guests are indicating their preference for a more comprehensive platform that not only caters to their desire for streaming personalized content, but that also improves overall convenience and enhances their hotel stay experience. For example, 42 percent of survey respondents further indicated that they would also like to use the same casting platform to order services such as in-room dining. Another 36 percent stated that they would like the ability to make on-site dinner reservations, while an additional 39 percent would want to leverage a system that allows them to easily locate information on available hotel services, such as gym or spa hours. Further enhancing guest convenience while potentially reducing labour costs, is the fact that 52 percent of

More recently, the growing presence of virtual assistants and voice control technology in daily life has also substantially influenced how guests expect to be able to interact with hotel amenities such as guestroom televisions. This trend is further demonstrated with the HIS survey revealing that 60 percent of respondents desired such functionality in order to control television functions without needing a remote control. Again, reflecting what is occurring in consumer homes, an additional 59 percent also wanted a comprehensive platform to include voice control over guestroom lighting while another 65 percent wanted to use their voice to manage thermostat settings. Such findings reinforce the notion that todayâ&#x20AC;&#x2122;s guests expect hoteliers to offer the same level of technology when it comes to entertainment and convenience that has now been available to them for several years. With reputable solution providers now able to equip hoteliers with platforms that not only cater to such needs but that also provide properties with additional revenue streams, hoteliers can always ensure that their guests are satisfied with their guestroom entertainment experience while guaranteeing that any investment is always more than worth the cost.

Some properties have tried to

respondents also wanted to be able to check out or view their bill via guestroom television.

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AccomNews - Summer 2019

Technology trends set to revolutionise accom in 2019

As home entertainment and connectivity options have continued to evolve and become more sophisticated, people are increasingly expecting to have the same experience when they travel, especially for work. Given the increasing popularity of alternative accommodation options such as Airbnb, the level of competition in the accommodation marketplace has increased. SAP Concur research revealed that the number of customers expensing Airbnb stays increased by 42 per cent from 2016 to 2017, including 63 per cent of Fortune 500 customers. This means that accommodation providers need to deliver outstanding experiences. Some of the key trends set to revolutionise the accommodation industry in 2019 include social media, digital check-in/check-out, artificial intelligence and robotics (chatbots), smartphone apps, and near field communication (NFC). People are increasingly living their lives online and never more so than when theyâ&#x20AC;&#x2122;re travelling. So, hotels that donâ&#x20AC;&#x2122;t have a strong presence on social media are unlikely to get a look-in for most travellers. Guests are likely to review their experience on social media and expect a genuine dialogue from the hotel. Hotels

confidentiality. AI can provide an enhanced experience that includes personalised entertainment recommendations, promotional offers, and access to virtual and real assistants who can help make their stay more productive or more enjoyable.

Matthew Goss, Managing Director, ANZ, SAP Concur

that donâ&#x20AC;&#x2122;t already have a strong social media presence or digital marketing team should start to invest in this capability. Digital check-in/check-out caters to busy travellers who just want to get into their rooms quickly without necessarily engaging in small talk with front desk staff. Keyless entry lets customers check into their room using an app, and some hotels even offer guests a choice from rooms with varying dĂŠcor. Artificial intelligence (AI) and robotics are making it easier for hotels to provide an individualised experience for travellers. AI-powered chatbots are transforming the customer experience and can help hotels connect with their guests. For example, a chatbot concierge can fulfil guestsâ&#x20AC;&#x2122; requirements, regardless of how unusual they may be, with a high degree of accuracy and, importantly,

Smartphone apps can also help improve the guest experience, as long as the apps focus on more than just taking bookings. Hotel apps should make it easier for guests to manage their travel. This includes providing booking reminders, early check-in/ late check-out offers, upgrade opportunities, and more via the app. And, letting guests use their smartphone to order room service, book an in-room massage, or access more information about hotel amenities helps create an intuitive and seamless experience. When it comes to seamless experiences, few technologies deliver this as reliably as NFC. NFC allows communication between devices securely and wirelessly. This technology can replace room keys, turning a guestâ&#x20AC;&#x2122;s smartphone into their room key. This is a more secure and less expensive way of providing access to hotel rooms. NFC tags can also replace passwords when letting guests access the hotelâ&#x20AC;&#x2122;s wifi. This could be more important than some accommodation providers realise. More than 80

percent of travellers questioned in a 2017 survey considered internet access the most crucial feature of hotel service, outranking room service and room accessibility. (1) Some trends will prove more relevant than others. Accommodation providers need to understand their target market and develop their offering accordingly. A hotel catering to busy business travellers would, for example, focus on ways to make customersâ&#x20AC;&#x2122; lives easier while a hotel catering to tourists might focus on providing unique entertainment options. As the potentially negative effects of constant business travel become more widely understood, some hotels may differentiate themselves by providing a wellness-centred experience for guests. This can include smart lighting that helps them overcome jetlag or exhaustion, smart temperature control that helps promote calmness or energy, and other health-related amenities to help reduce the negative effects of travel. Regardless of how accommodation providers differentiate themselves, itâ&#x20AC;&#x2122;s essential to recognise the crucial role technology plays in enabling that differentiation. Accommodation providers must begin exploring their options to be prepared for 2019 and beyond.

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TECHNOLOGY

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A moving guest experience By Kate Jackson, Editor

The goal of any accommodation is to entice guests to return; and delivering weary travellers to their rooms in comfort and style can create that kind of enduring devotion. A relaxed ride alongside a smiling guide who helps with luggage, knows exactly where to take you and is full of helpful information about the locale is enough to make anyone feel special. Ensuring visitors enjoy a positive experience before they even set eyes on a guestroom creates an impression of care and, importantly, puts them in a good mood which is likely to mean they view everything you do with magnanimity. Which is just one reason why lightweight golf buggy style vehicles, once just the reserve of the luxury sector, are becoming an invaluable part of the accom managersâ&#x20AC;&#x2122; toolkit.

Propertybranded vehicles can be supplied through a weekly rental agreement with no upfront costs making them a viable option for those without the budget of the Palazzo Versace.

Guest movers Vehicles vary from short wheel base fourseaters through to long wheel base six and eightseat options and come in myriad customisable configurations encompassing both forward and rearfacing seats.

ground clearance specifications and heavyduty batteries can also help ease the ride. Being seen and heard is important, so guest movers come with headlights, tail lights, blinkers and reverse beepers. During medical emergencies, they can double as ambulances to transport equipment, staff and stricken guests.

Utility vehicles Aside from transferring guests, utility vehicles can make light work of most tasks around a property. They allow porters, housekeepers, concierges, caretakers, ground staff and landscapers to fulfil their roles quicker and with less effort, which makes good economic sense and can also reduce workrelated injuries.

The emphasis when it comes to guests is on safety and comfort. A suncanopied golf buggy at a tropical resort is a great way to get around, but when the rainy season hits, it needs to include customfitted rolldown weather curtains made from marinegrade materials. For properties surrounded by challenging terrain, upgrades to four-wheel hydraulic brakes and turf tyres will help transport guests safely and comfortably and ensure towing needs are well catered for. Offroading modifications such as a high torque electric motors, high GUEST FACILITIES

AccomNews - Summer 2019

They can be customised to suit most requirements: refrigerated and insulated compartments allow for easy transporting of hot or cold food and drinks, for example. Utility vehicles can include cargo beds with drop sides for the transport of heavy items around a property, or they can be fitted with steel mesh sides to contain loads such as foliage during maintenance runs. Housekeeping equipment can be transported cleanly within weatherproof customdesigned cabinets complete with adjustable shelves and broom/ mop holders. Waste collection is made infinitely easier with the help of a utility vehicle to transport wheelie bins, and a tail lift modification can help with lifting bins and beach cleaning. Ladder racks, tow bars, snow blades and trailers all further enhance the vehicles’ carrying and clearing capabilities. And the same utility vehicle used for maintenance can become a people carrier through addition of a module that merely snaps onto the back of the cargo bed.

“At the end of the rental period the customer can buy the vehicle for the written down value, usually a few thousand dollars, or roll in to a lower cost rental, a new vehicle or simply return the vehicle. “Suppliers can also provide assistance arranging lease or corporate hire purchase and may trade in or buy customers old vehicles.” GPS fleet management. Lowcost GPS management systems can help keep track of vehicles, particularly around larger resorts. McColl says: “Vehicles can not only be tracked in real time, but management can look at history, seeing where any particular vehicle was at any particular time. “And management can set geo fences and alerts so if a vehicle is taken out of a preapproved operational zone, it can be automatically shut down. In fact, management have the ability to remotely shut any vehicle down at any time. “A basic system with remote shut down and geo fence alerts can

be included in a vehicle rental agreement or purchased outright and/or retro fitted to an existing fleet, for $3 - 4 per week.”

Petrol or electric? Lightweight guest movers come with electric, petrol or diesel engine options but, as Tony McColl explains, lithium batteries are a game changer for the market. He says: “Electric is without doubt the volume seller, totally dominating the market. There are still some operators using petrol vehicles, and in some areas they may have good reason. “But the old reasons of range or power are just not correct any longer. Golf carts and utes with lithium batteries can outperform petrol and even some diesel vehicles when it comes to range and power delivery. “The upfront cost of lithium batteries is a lot more than for traditional batteries, but the benefits are enormous.

Financing According to Golf Cart Group general manager Tony McColl, rent and rent to buy financing options are becoming increasingly popular.

“When you take 200kg out of a small vehicle the performance improvements are breathtaking. Besides improving performance, lighter vehicles leave less of an impression on turf so don’t damage precious lawns and are kinder on the environment, they handle mud and soft sand easier, climb steep hills with ease and create less wear for suspension bushings and bearings. “The biggest advantage of a lithium battery is the ‘cycle life’, which gives them an operational life at least four times that of a lead acid battery. And lithium batteries don’t develop a memory, they can be ‘opportunity charged’ for as short time, say during a lunch break, they’ll come up from almost depleted to 80 percent in around an hour. “Lithium batteries are also maintenance free; while lead acid batteries require water to be added to each cell on a regular basis, lithium batteries need simply to be kept charged. There is no user service required at all. “And lithium batteries don’t ‘gas’ when charged lead acid batteries give off hydrogen when charging which, besides being an unpleasant smell, is highly flammable and a potential fire or explosion risk.” ■

“Rental agreements can be setup with full maintenance and service included,” he says. AccomNews - Summer 2019

They recharge in a fraction of the time and are very light, generally less than a third of the weight of traditional batteries (lead acid batteries come in at 230 - 250kg, while lithium are under 70kg).

GUEST FACILITIES

FORD CALIFORNIA E-LECTRIC 6 SEAT RESORT VEHICLE $ 11,997 SALE PRICE

(ABN Holders Only)

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$49.90* WEEKLY

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Promotion Code 12773

FORD CALIFORNIA E-LECTRIC LONG WHEEL BASE UTILITY

FORD LYNX GOLF CART UTILITY

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$ 11,997 SALE PRICE

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▶ Lighting Package ▶ 1650 x 1110 x 250 Alloy Tray ▶ Optional Hydraulic Tipper ▶ Optional Lithium Batteries

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$49.90* WEEKLY

No Deposit RENT TO BUY (ABN Holders Only)

GCG BUS RANGE $ 15,990 SALE PRICE

▶ Power Steering ▶ Vacuum Power Brakes ▶ Seat Belts ▶ Engine Sizes Range From 5 to 7.5kw Ac

▶ Maintenance Free Batteries ▶ Maintenance Free Ac Motor ▶ Aluminium Utility Tray

With Tailgate

Promotion Code 12773

(ABN Holders Only)

or from

(ABN Holders Only)

$69*

WEEKLY

No Deposit RENT TO BUY (ABN Holders Only)

$35*

WEEKLY No Deposit RENT TO BUY (ABN Holders Only)

FORD CATALINA HIGH CLEARANCE ▶ Available With Turf Tyres ▶ Chunky Off Road Tyres ▶ Road Tyres

The GCG electric bus range includes the compact 8 seater through to 14 seats.

FORD CALIFORNIA 4 SEAT

▶ Lighting Package ▶ Alloy Wheels With Road Or Turf Tyres ▶ Alloy Utility Tray ▶ Optional Lithium Batteries

FORD GOLF CART HYBRID TECHNOLOGY UTILITY

▶ Combines a Highly efficient AC electric motor ▶ A small auto start petrol motor and a gen set.

FORD CALIFORNIA HIGH CLEARANCE 6 SEAT

▶ Available With Turf Tyres ▶ Chunky Off Road Tyres ▶ Road Tyres

* Rental and rent to buy available to ABN holders only and subject to normal rental application and approval. Weekly payments quoted are the weekly amount payable on a 48 month rental agreement. * Purchase at end of rental agreement is optional. Renter is under no obligation to buy and can elect to buy the vehicle for the written down market value or continue to rent the vehicle at a reduced rental rate, or roll in to a new rental agreement for a new vehicle, or return to the vehicle in good condition save fair wear and tear.

FORD TEXAN E-LECTRIC LAUNDRY HOUSEKEEPING VEHICLE

(Promotion Code 12773)

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▶ Dual Roller Doors ▶ Multi Adjustable Shelving ▶ Lighting Package ▶ Onboard Charger ▶ Optional Lithium Batteries

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“Australia Wide Service Network” Ford Golf carts are supported by an Australia wide service network. To confirm your nearest service tech please contact info@golfcartgroup.com.au “Delivery available to all Australian mainland towns and cities” For delivery charges and rates to your town or city please contact info@golfcartgroup.com.au “We accept Trade Ins” We can offer a trade in price for your old vehicle/s or is you choose the rent to buy option we can make you a cash offer for your old vehicle/s. “On-site Service Contracts Available” All new Ford Golf cart based vehicles are covered by one of the industries’ best warranties. On-site scheduled service contracts are available to keep your vehicle in tip top condition.

www.golfcartgroup.com.au | admin@golfcartgroup.com.au | 1300 861 862

Creating a water park:

or lazy days? By Mandy Clarke, Industry Reporter

Australia is renowned for the outdoor holiday experiences made available because of its unique and beautiful environment. Adventurous families especially enjoy activities that everyone can participate in and a water park can provide a welcome addition to any idyllic family holiday. Why do families love water parks? Simply because there is something fun for all the family - appealing to kids of all ages from tots to teens, and of course adults have fun too. Nothing captures a scorching Australian summer holiday quite like speeding down a fun water slide, splashing and screaming at the top of your lungs! Water has refreshed and sustained humans since the beginning of time but today’s large-scale water parks are a 20th century invention and one of the best ways to have fun and stay cool. The first official waterpark is thought to be Wet ‘n’ Wild in Orlando, Florida developed in 1977 by George Millay, the creator and founder of Sea World. It is believed to have started the multi-feature park trend with about 1000 in the US alone. Water parks of all sizes are ever-increasingly popular in Australia and are being developed in smaller, domestic type settings as well as larger accommodations, holiday/ activity parks, resorts, and even hotels to meet customer demand. Several have been recently developed or are in the pipeline on Queensland’s Sunshine Coast alone.

Water parks of all sizes are ever-increasingly popular in Australia and are being developed in both smaller domestic type settings, larger accommodations, holiday/activity parks, resorts and hotels The best family water park experiences are created by combining just the right mix of rides, attractions and aquatic settings that will have families rushing back time after time. If you are thinking about adding a water park attraction to your accommodation, first you need to consider whether your expansion plans are feasible and if those plans will suit your guests. If the answer is yes, then you will need someone (a water park expert) to organise

your ideas into a safe and functional plan that will work for your brand, accommodation, guests and location. The plan should be designed to maximise your project’s potential while developing the greatest entertainment impact and value possible. Consider your guest-flow, and to maximise your revenue you should carefully plan the placement of your waterpark to work effectively alongside revenue drivers like food and beverage areas.

GUEST FACILITIES

Your concept should be designed to meet your guests’ needs and desires but at the same time generate a maximum revenue for you. More than just installing a slippery slide or fabulously flashy new ride; safety, cost, and sustainability are paramount. Also, remember that with a warming worldwide climate and drought conditions affecting communities across the globe, the creation of a sustainable water park is a priority. AccomNews - Summer 2019

AWL

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ENGINEERING GREAT TIMES

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In a 2011 column in Environmental Leader Online, Matthew Courtland, senior consultant with The Natural Strategy suggested that all sectors of the economy including waterparks should embrace the current sustainability trend and that “even an industry seemingly at odds with environmentalism can begin moving toward a greener future”.

‘white knuckle’ ride for the most adventurous guest or a wave machine to knock all your guests off their feet, always make it fun and create a unique addition for your accommodation. Think out of the box: even in cold climates, awesome waterpark attractions can be created!

He said: “Of the many ways water parks can incorporate sustainability into their operations, reducing their resource consumption is often the simplest place to begin.” Moreover, some ways to ensure you have a sustainable waterpark is to consider using a variety of environmentally friendly tools to clean the water, such as a non-invasive micron filtration system along with ozone and carbon technologies. There are also filtration systems available to enable you to recycle your water and of course sustainable solar heating solutions. Thinking about sustainability before construction is important: the park should be designed to keep the water in the park and reduce evaporation.

New high tech gaskets and sealants ensure the water stays on the inside of the flume and contributes to the longevity of the support structure.

other water parks. Choose a company that will advise you about concept, design and park operations, one that will complete a feasibility study.

Make sure you seek a water park company that can design and manufacture an innovative waterslide that meets your individual requirements within your budget. Do your research, get advice from other water park clients and visit

If your water park is designed with safety and constructed accurately for a comfortable ride it gives you peace of mind. Whether you decide to go for a gentle body ride that even toddlers can enjoy, a

GUEST FACILITIES

For instance, New Zealand’s unique hot spas and mineral pools are enjoyed by all, but the famous award-winning pools at DeBretts Spa Resort in Taupo put families with children at the forefront of their mind when they developed the thrilling dragon hydro slide and two amazing heated curved racing slides, children’s interactive warm water playground, among the private pools, and spa treatments, set in its steaming thermal valley resort. Their simple plan, to allow adults to relax and rejuvenate in the hot mineral pools while kids participate in a range of fun interactive activities in the naturally heated pools has been a success. This great idea was awarded with tourism innovation, smart business, and online marketing awards in 2015. ■ AccomNews - Summer 2019

The skills gap: How will accom bridge it? By Kate Jackson, Editor

Hospitality businesses will be incentivised to take on adult apprentices, and visa changes will make it easier for non-nationals to work in Australia, as part of a major drive to address sector staff shortages. Tourism Accommodation Australia CEO Carol Giuseppi has welcomed government moves to extend the Adult Australian Apprenticeships payment from July to cover hospitality workers aged 21 to 24 studying certificates III or IV in skill-deficient areas. And while TAA has also welcomed more flexible working holiday visa arrangements, Giuseppi argues the changes do not address the core issue of Australia’s visa fees being higher than most competitor destinations. Ms Giuseppi said: “There is a real need to fill the labour and skills gap created by growth in hotel investment and overall visitor numbers nationwide. “With more than 270 hotels and 45,000 rooms in the development pipeline, 24/7 operations and high seasonality, particularly in regional areas, there is a need to attract more workers if we are to remain a competitive tourism destination. “Backpackers help to fill the labour gap, and their personal spending drives the economies of many country and regional areas.” Assistant minister for disability services, Sarah Henderson, is meanwhile pushing the benefits of employing staff with disabilities, highlighting the pool of funding and resources available through the federal JobAccess scheme. She said most employers recognised the value that people with disability bring to the workforce, but many were unsure about the practicalities involved in the disability employment process. “77 percent of businesses in food service, retail and accommodation AccomNews - Summer 2019

industries believe it is important for their workplace to reflect the diversity in the community by including people with disability,” she said. “When considering the things that mattered to them, 65 percent said equal work opportunities for people with disabilities was an issue that was personally important them. “But the research tells us these businesses want more help to transition from ‘willing’ to ‘hiring.’” Ms Henderson said a range of supports are available to open employers via the JobAccess website to support them through the process. “Leading disability employers are already utilising these services and reaping the benefits, but we’re urging more employers to get on board.” Kathy Scott, communications manager at Compass Group Australia, said considering a person with a disability often leads employers to find the best person for the job. “In the past year, we’ve employed 77 people that identify as having disability, and over that time we’ve had a 94 per cent retention rate, which is a real sign of the success.” In the UK, a new charity is providing a fast-track route for

homeless people to work in the industry which could prove a model for Australia, New Zealand and numerous other nations battling burgeoning homelessness and a growing hospitality skills gap. Only A Pavement Away works with a number of homeless charities to link homeless people with companies which can offer work to help them rebuild their lives. In the mould of Jamie Oliver’s Fifteen project, which for more than 15 years has trained vulnerable unemployed young people to work in restaurants, it looks to give the apprentices a second chance at life by providing the skills they need to get ahead.

in the OECD with “more than 40,000 people live on the streets or in emergency housing or substandard shelters”. Only a Pavement Away says its project provides a win-win solution by employing a homeless person and easing what it describes as a recruitment crisis in the hospitality sector. Founder Greg Mangham told Sky News the scheme provides a route to employment for those who’ve fallen on hard times. He said: “When they go to the interview, the person who is interviewing them knows they’ve been homeless.

An April report by housing charity Crisis found Britain was gripped by a “truly terrible” housing crisis, with 100,000 households likely to be in temporary accommodation within three years.

“So there’s never the difficult conversation of ‘oh my god, what do I ask them?’ ‘Are they going to turn up in a sleeping bag?’ ‘Are they going to come to work having slept in the doorway?’

In Australia, homelessness increased by 14 percent between the 2011 and 2016 censuses despite steady economic growth, with Mission Australia describing the fact that 116,427 people are now thought to have no permanent home as a “national embarrassment”.

“And they also know that the homeless charity and associations have a structure that protects these people.

The picture across the ditch is also dire, a 2017 report in YaleGlobal Online finding New Zealand had the worst homelessness

HUMAN INDUSTRY RESOURCES

“If they have a problem then the employer just rings the charity or association and they’ll get a support worker in there.” The charity aims to help some 500 homeless people find jobs by the end of the year and is looking to extend its service to ex-offenders and former military personnel. ■

Channel managers lead the distribution revolution

Channel managers have revolutionised the distribution of accommodation product over the last decade, rapidly becoming a key sales and marketing tool for hotels, holiday parks and serviced apartment operators. In fact, many operators now generate most of their sales through their channel manager, which originally connected properties with online travel agents (OTAs) but have now pushed the original boundaries into global distribution systems (GDSs), bed banks, wholesalers and airlines. “The evolution of channel managers has been dramatic and the benefits immense for operators, enabling them to seamlessly distribute their inventory,” says Peter Ferris, head of global marketing at RMS. But it wasn’t always like that. “In the old days revenue managers had manually to manage rates and inventory on 10, 20 even 30 websites, logging in separately each time,” remembers Matthias Dybing, from revenue management consultancy Revmandis.

Channel managers have also become a data hub, providing price comparison tools allowing operators to see what their competitors are doing.” “With rates it was quite easy, inventory was more difficult because it was moving all the time.” He says the process was initially laborious but manageable. “However, as web and OTA bookings grew it became extremely time consuming, complicated by the fact that bookings would also have to be manually entered into the property management system”. This hurdle was overcome as technology improved, and Peter Ferris says the biggest current trend is for property management systems (PMSs) to feature fully-integrated channel managers. “It makes total sense because the PMS is effectively the engine running accommodation businesses,” he says, adding that integration means rates and inventory can be updated in seconds, not minutes.

Dybing acknowledges the trend and says two-way connections between channel managers and accommodation operators are having a profound impact. “Channel managers have also become a data hub, providing price comparison tools allowing operators to see what their competitors are doing.” Shannon Knapp, from SKNapp Consulting, says channel managers have become the primary distribution tool for revenue managers as the volume of sales through OTAs continues to grow. Knapp says while many properties feel the balance has now tipped too far and are focusing on strategies to boost direct booking through their website, they should never automatically assume that reservations through OTA and GDS are more expensive

MARKETING

“I don’t mean to get all Game of Thrones, but revenue managers and accommodation operators always have to remember that winter is coming,” she says. “Remember that the channels delivering today may not be the ones delivering in six months or a year’s time. For this reason, it’s very important to have a diverse content management strategy. “I think it’s more important than ever to have a forensic accounting approach to the cost of distribution. “The lazy approach to channel management is always thinking the cheapest channel is the best, because that’s not always the case. “Even with direct booking there are costs such as labour, loyalty points, if applicable, and the marketing associated with attracting that booking.” Knapp also advises that the true value of each channel is not always reflected in the average per night rate. Other factors to consider are average length of stay and ancillary spend on things such as food, beverage, movies and other services. “It’s a matter of finding the perfect balance,” she says. ■ AccomNews - Summer 2019

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Airlines

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XȅȵȸȒɮƺ ƺǔˡƬǣƺȇƬɵ ɯǣɎǝ ȸƺƏǼ‫ٮ‬Ɏǣȅƺ ƳǣɀɎȸǣƫɖɎǣȒȇً ƬȒȇȇƺƬɎǣȇǕ ɵȒɖȸ ƫɖɀǣȇƺɀɀ ɎȒ ƏǼǼ Ɏǝƺ ɯȒȸǼƳٔɀ ȅƏǴȒȸ ƫȒȒǸǣȇǕ ƬǝƏȇȇƺǼɀً ɯǣɎǝȒɖɎ Ɏǝƺ ȇƺƺƳ ǔȒȸ Ə ɎǝǣȸƳ ȵƏȸɎɵ ƬǝƏȇȇƺǼ ȅƏȇƏǕƺȸِ Áǝƺ «x³ !ǝƏȇȇƺǼ xƏȇƏǕƺȸ ȅƏǸƺɀ ǣɎ ȵȒɀɀǣƫǼƺ ɎȒ ƏɖɎȒȅƏɎǣƬƏǼǼɵ ɖȵƳƏɎƺ ȸƏɎƺɀً ȸɖǼƺɀ ƏȇƳ ƏɮƏǣǼƏƫǣǼǣɎɵ ƏɎ Ɏǝƺ ƬǼǣƬǸ Ȓǔ Ə ȅȒɖɀƺ ǔȸȒȅ ɯǣɎǝǣȇ Ɏǝƺ ¨x³ ɀȒǔɎɯƏȸƺِ

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What to expect

from your channel manager By Adriana Doherty

If there was a way to increase your hotel’s occupancy and generate a higher volume of online bookings, all while saving time and resources you would want to know about it right? Due to technological advances you will probably find that most of your bookings are now coming from online booking providers or your own website, therefore it is vital that you have the right systems and tools in place to capitalise on this growing phenomenon. A channel manager allows you to maintain your hotel’s rate and availability distribution across numerous third-party sales sites

simultaneously and seamlessly. You can manage your bookings easily, change prices and inventory and easily change your inclusions for all sites with one single point of entry. The idea is to manage your calendar just once, yet update dozens of booking sites simultaneously. You could save hours and even days each month managing calendars on multiple booking sites. With a channel manager there is no need for logging on to multiple websites, checking availability manually, trying to rearrange room availabilities and avoiding duplication as it is all done automatically by the channel manager. Sites like Wotif, Expedia, Agoda, Booking.com etc are a great way of increasing your occupancy ratios across the

year. The downside is that each website needs to be updated multiple times to stop over bookings. Miss one last minute site or be a little late and an over booking may occur. A channel manager eliminates these problems, updating all sites once a booking has been made usually within a few minutes. It also offers your guests multiple channels through which they can make their reservation. The channel manager gets information about your hotel from you and then transmits this information to all online booking channels instantly. When your room is sold from one of your online booking channels, the information of your availability is updated automatically. Most channel management software does not require the property to upload any software onto their computer systems as channel management software is entirely web based making it simple and easy to access. Nearly all channel managers operating throughout Australia and New Zealand have no lock in contracts and free trials, giving you flexibility and peace of mind. Benefits of a channel manager: •

•

Updates rate and availability information by logging into each provider website individually, Consolidates and automates an unlimited amount of internet revenue channels into one easy to manage channel,

•

Increases your hotel’s online sales presence – now you can maintain more distribution channels than you otherwise could when maintain the data manually,

•

Seamless integration of multiple hotel properties – manage all your properties at once,

•

Update your channel manager for your provider sites using your smart phone, remote computer or laptop.

MARKETING

Some channel managers will offer other features and services such as: •

Hotel property management system or front office system,

•

Ability to have overlapped rooms so that you can sell the same room in multiple ways to maximise your bookings,

•

Automatically manage applicable tariffs for multiple nights booking,

•

Social media interfaces to optimise your business social media profile,

•

Website design and mobile website designs to increase your online visibility,

•

Unlimited channels at no extra cost and with the fast growth of the market worldwide they should also be adding new channels constantly,

•

Access to strategies to counteract negative social media reviews,

•

PMS system integration without an interface,

•

Search engine optimisation to raise your search ranking on search engines such as Google

•

Bulk allocation and updates,

•

Free help desk 365 days a year.

You and your staff have more important things to tackle during your day than entering the same data over and over into websites so with a channel manager you can update and manage rates, availability and inventory across your distribution channels – simply and seamlessly. So basically what a channel manager will do is increase your distribution channels to maximise your revenue opportunities and eliminate over bookings and a booking engine placed on your website will convert your web traffic into actual bookings instantly. ■ AccomNews - Summer 2019

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Making

history The Mount Lofty House refurbishment By Mandy Clarke, Industry Reporter

The historic and award-winning Mount Lofty House, part of AccorHotels’ MGallery by Sofitel brand, had revealed the completion of its latest guest room refurbishments and proudly commenced the final stage of its $14 million upgrade. This classic Adelaide icon was built in 1852 by prominent statesman (the Jay Gatsbylike-figure) Arthur Hardy as his summer house. The glamourous manor soon became the state’s premier address for lavish and infamous parties for Adelaide’s elite. The property passed through the ownership of several South Australian families before being disastrously burnt to the ground in the fires of Ash Wednesday in 1983. Architect Ross Sands subsequently spent three years restoring the house to its former glory using historic photographs and plans, and the property was reborn as a luxury boutique hotel. Mount Lofty House offers guests a truly unique experience,

showcasing South Australian produce, history and lifestyle within 15 minutes of the CBD. From this gateway among the gardens, visitors can tour some of the best wine regions in the state and taste the seasonal flavours of SA.

rooms was complete and now presents a perfect reflection of its luxurious designer boutique hotel status. Furthermore, the development of the new six-star, ultra-luxury Sequoia Retreat began and is scheduled to be completed mid-2019.

In the last decade this heritage hotel has grown and evolved, with conference room extensions and the construction of Stables Day Spa and Hardy’s Verandah Restaurant. In December 2018 the refurbishment of all guest

The ‘Sequoia’ development sits separate from Mount Lofty House and includes 15 luxury villas positioned on the front escarpment of Mount Lofty Estate, capturing views of the Piccadilly Valley. Each of the

REFURBISHMENT

spacious villas have private balconies, fireplaces and views from every angle. The general manager of Mount Lofty House, Jesse Kornoff, told us: “Construction has now started on Sequoia and we are all incredibly excited by the development as it will add an entirely new level of guest experience on the estate, which has been synonymous with decadence and celebration in Adelaide for 170 years.

AccomNews - Summer 2019

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basket range stone) to tie the new development into the estate; however, to design something totally new, with every area of the rooms focussed on the view over Piccadilly Valley.

“The Sequoia development will rival some of the best boutique hotels in Australia and, together with the refurbishment of the rooms at Mount Lofty House, we are confident that Mount Lofty Estate is going to become a destination in its own right.” Accomnews asked Jesse to tell us the inspiration behind the guest room renovations.

He said: “The aim was to carry through the design elements, look and feel of Hardy’s Verandah Restaurant redevelopment completed last year. We wanted the rooms to feel modern but have a strong heritage theme, to be at home in such an iconic manor.”

Tell us about the Sequoia development?

The lavishly-finished rooms have been very well received by guests

“The aim was to utilise common materials (spotted gum timber,

and the refurbishment has totally transformed the spaces, repositioning the hotel as one of the finest luxury boutique hotels in SA.

“Floor-to-ceiling glass, a split skillion roof with window, split level dropping down into the living and balcony areas, high ceilings and open space between the bedroom and living area all contribute to the success of the project. Although not finished, this project has already received a massive amount of interest and we are very excited to be able to offer a totally unique experience for our guests in 2019.” ■

Inspired design to match tranquil grounds “A H Beard were asked to design the exclusive Mount Lofty House Mattress after the property decided that they wanted a bed that would fit with their desire to make the hotel one of the country’s most luxurious destinations. The Mount Lofty mattress features reflex advance technology with primary coils that conform to the body and active coils which are engineered to intuitively respond to each guest’s body weight and shape. Combined with state-of-the-art comfort layers including gel infused memory foams and luxury stretch knit fabrics, the Mount Lofty House Mattress is a truly premium bed. The design has been inspired to match the unique and tranquil grounds of the property with the aim of delighting all who stay.”

REFURBISHMENT

AccomNews - Summer 2019

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Balconies balustrades The strict code of practice By Mark Jennings, Express Glass

A recent series of frightening ‘spontaneous’ glass balcony explosions across Queensland and Victoria apartment buildings has highlighted the dangers of cheap and faulty construction products (and workmanship) flooding into the Australia market.

such as aluminium or timber, or it can be the main structural component of the balustrade. As balustrades primarily function as a ‘fence’ or ‘guardrail’, often at a height, safety is a key consideration and, as such, they are subject to strict requirements. •

All balustrades must be made from Grade A safety glass. If used at higher levels, Grade A toughened

laminated safety glass must be used. The exact specifications depend on a number of variables, including the height it will be used at and the load it will be subject to, so it is important to choose a glazing supplier who has an excellent knowledge of AS 1288: Glass in Buildings - Selection and Installation, the Australian Standard that all glass balustrades must comply with.

This reinforces how critical it is to always engage with accredited and experienced glazing professionals to handle and replace (or repair) balustrade and balcony structures, without risking the safety of residents or the structural integrity of the building. The primary function of a balcony and balustrade is to act as a fence or guardrail often at great heights and that’s why safety is imperative in all balcony and balustrade designs.

Decks, balconies and stairs Briefly some requirements include: •

Balconies one metre or higher above the ground balustrades need to be at least one metre high.

•

Decks more than one metre above the ground - openings in balustrades, including decorative balustrades, cannot be greater than 125 millimetres.

•

Decks more than four metres above the ground - balustrades cannot have any climbable elements located between 150 millimetres and 760 millimetres from the floor.

•

For stairs a barrier of at least 865 millimetres high above the ‘nosing’ of the stair treads is required.

•

Balustrades for stairs - gaps in balustrades on stairs cannot have openings greater than 125 millimetres.

•

Stairs more than four metres in height - a

Strict requirements Glass can form part of a balustrade in two ways; •

Either as an infill within an outer frame or structure,

REFURBISHMENT

AccomNews - Summer 2019

balustrade must also not have any climbable elements, such as horizontal rails, located between 150 millimetres and 760 millimetres from the floor.

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AS1288 (2006) declared toughened frameless glass balustrades non-compliant for protecting a fall of

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REFURBISHMENT INDUSTRY

A picture tells a thousand words The last decade has seen a dramatic shift in the way we think about art in traveller accommodation. Gone are the mass produced, identically framed reproductions of yesteryear. These have been replaced by a new generation of original, contemporary art, often referred to as ‘real art’. Real art is used to convey the personality of the accommodation proprietor in a way that offwhite walls and spotted carpet simply can’t do. The chosen artworks identify the quality and style of the accommodation, be it hotel, motel, lodge, or a privatelyowned holiday house on the beach. Selecting original artworks that will enhance the guest experience and send the right message is critical. Art is a way for any type of accommodation to differentiate itself from other similar styles of accommodation by creating its own unique brand and ‘look’. Long gone are the days when only luxury hotels displayed original artworks.

Diana Relph, Director, Mobile Art Gallery

to our country looking for a memorable experience and that experience will be enhanced by the unique brand of their choice of accommodation. The style and tone of artworks will naturally change from one end to the other of any accommodation venue. Large, expensive, statement pieces are most likely to be found in foyers and entrances where first impressions count, though all the

Images courtesy of Urban Road Interiors

public spaces from restaurants and bars to corridors, will have their share of original artworks too. The artwork in the individual guest spaces will follow a theme but typically still be original works. They will be smaller, restful pieces,

Repeat guests expect consistency at their accommodation of choice, no matter what city they are in. Because they like the fluffy towels, the brand of tea and the nice taps in the bathroom, these guests have become very loyal to their chosen brand. They like to be looked after, and to feel that they are in a luxury environment. They like to be surrounded by contemporary and expensive art. Guests appreciate quality artworks in their rooms, are respectful of it and are often known to remark upon it. A comment supplied by one recent guest at a quality hotel read “Comfy beds, nice linen, good reading lights, plenty of towels, well stocked fridge, and AMAZING art!”

Artworks in any type of traveller accommodation is determined by the scope of a project and its budget. Many establishments will purchase a full complement of original art, while others prefer to hire a comprehensive selection of artworks. The primary benefit of hiring original artworks is to avoid a large initial financial outlay. The monthly hire costs are relatively low, and there is the option to purchase some or all of the art throughout the term of the contract. Hired artworks can be exchanged for a new selection on a regular basis so as to keep any accommodation brand looking fresh and new. Whether purchased or hired, original, unique, quality artworks in any form are an asset to any accommodation business. ■

Art in accommodation is often used to tell a local story. To maintain a relevant and local feel, artworks are commonly chosen from local galleries and are created by local artists. International guests come

and more likely to match the bedspread and the lampshade. It’s crucial that the art displayed in an establishment works together as a whole, rather than a piece here and a piece there, but it is entirely possible to maintain a consistent and cohesive identity and look by careful selection. A designer or art consultant is a valuable asset when choosing artworks for a larger scale establishment. A good eye, the ability to understand and follow a brief plus plenty of experience makes for a satisfying outcome.

REFURBISHMENT

AccomNews - Summer 2019

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Tailored furniture solutions PPS is the industry leader in providing quality FFE and turnkey furniture package solutions for hotels, resorts, residential apartments and shortterm accommodation across Australia.

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With more than 40 years’ industry experience and knowledge, PPS offers unique, comprehensive furniture solutions for the Australian and New Zealand accommodation industry.

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Established in 2005 by Managing Directors Marc Conias and Paul Lane, PPS is a fully integrated business with all aspects of design, procurement, manufacturing, administration, logistics, complete installations and after-sales service being fulfilled in-house by a team of experienced full-time personnel. PPS has provided services to countless award-winning projects over the years and prides themselves on repeat clientele and ongoing professional relationships with clients across Australia and New Zealand. The vision at PPS is to supply an affordable and quality product, backed up by timeless designs, impeccable presentation and

Each package is uniquely created for the project and can have furniture pieces from over a dozen factories and suppliers.

Accor Pullman Hotel

PPS have recently completed the design, manufacture and installation of a complete FFE solution for 365 rooms, common areas and the conference centre in our new Pullman and Ibis Brisbane Airport hotels. The entire project was smooth from start to finish, with the PPS team working in with the builders and our numerous other contractors to contribute to the overall success of the project. Aside from their great service - their furniture is fantastic and has received rave reviews from our brand partners, staff and guests. I thoroughly recommend PPS to my accommodation industry colleagues! – Alex Penklis, General Manager, Accor Pullman & Ibis Hotel Brisbane

after-sales service to all clients. This vision and dedication to client satisfaction is the reason for PPS being the industry leader in turn-key furniture

PPS were recently commissioned by Alex Perry Hotel and Apartments to fulfil the room FFE for our 143-room development.

packages for hotels and short-term accommodation. PPS’ main objective is to provide an exceptional level of service for the life of the project.

PPS have been responsible for bringing to life some of Australia’s most iconic properties, including Brisbane’s boutique Gambaro Hotel, the newest Accor Pullman and Ibis hotels located at the Brisbane airport precinct and the Alex Perry Hotel and Residences. PPS recently completed the 142 room Emporium Hotel, including all rooms, common areas and the ballroom. PPS has forged a reputation built on high standards throughout every facet of the business, providing superior results and value to every client and project. For further information or enquiry, contact PPS on 1300 884 914 or email info@ppsaustralia.com or visit us online at www.ppsaustralia.com

PPS were selected as the preferred suppliers for FFE, Foyer and Lobby Furniture for our 68 room Hotel at Paddington, Brisbane.

Alex Perry Hotel & Apartments

Scope of works entailed design, manufacture, import and complete installation of both one and two-bedroom inner city apartment style living quarters. PPS provided an efficient, timely and seamless service in all aspects of the design and supply process. Their approach and service to APR was of the upmost integrity and I would have no hesitation in using them again or recommending them for other similar projects.

Gambaro Hotel

PPS worked effectively throughout the entire process of sampling, manufacture and complete installation and project management. PPS worked with us as clients as well as our appointed architects HBA. I would have no hesitation in recommending PPS for any future Hotel work.

- Craig Barber, General Manager, Alex Perry Hotels & Apartments

REFURBISHMENT

- Donny Gambaro, Director, Gambaro Hotel

AccomNews - Summer 2019

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Spending money to make money By Kaitlyn Meehan, Marketing Coordinator, Cashﬂow It Group

Over the past decade the landscape of the accommodation industry has changed significantly. With the rise of consumer driven short-term accommodation through apps like Airbnb and a heavy shift towards an online marketplace, it is easier than ever for consumers to reach a wider range of accommodation options and compare. As a result, word of mouth has become the most powerful tool in the industry, driving hotels to place customer satisfaction above all else. Online booking agents and review sites have seen widespread adoption among consumers, and now play a vital role in the decision-making process. Studies have proven that consumers are more likely to trust the opinions

of others more than any form of marketing, meaning that it is vital for hotels to make a lasting positive impression on their guests to drive positive reviews. Some of the most common negative reviews centre on outdated bathrooms, uncomfortable beds, slow internet connections and customer service. While issues like poor customer service can be fixed with little financial investment, replacing beds and renovating bathrooms can seem out of reach financially for many hotel owners. However, the cost of not making these improvements will ultimately be detrimental to the businesses bottom line. Refurbishments directly affect a hotels value, through their impact on marketability, perception, functionality and profitability. While refurbishing a hotel is a significant financial investment, the increased occupancy rates

and ability to charge a higher room rate as a result can generate a healthy return on investment. Hoteliers should invest their money in the areas that make the biggest impact on guests, meaning that updating bathroom facilities, modernising bedroom decor and boosting your property’s wifi capacity are at the top of the list. Making these refurbishments gives the property the ability to stay relevant in a highly competitive market, facing the challenge of meeting consumers’ ever-changing needs. Many hoteliers see the importance of investing in regular refurbishments, however they struggle to raise the capital needed in order to make it a reality. In addition to this, it is important to maintain a healthy level of working capital throughout the refurbishment, to fuel business growth activities such as marketing. There are a wealth of funding options available to

Alternative and specialised lenders have seen a boost in popularity after the Banking Royal Commission has resulted in tightened access to bank finance. Such lenders provide tailored solutions with flexible terms and repayments options to suit the businesses they service. This flexibility allows them to offer funding for small renovation projects or a whole property refurbishment. With the emergence of specialised accommodation lenders, there has never been a better time to utilise alternative finance options to fund a hotel refurbishment. Investing the time and money to upgrade and modernise facilities adds value to the property and fuels long-term sustainability. ■

Finance Your Hotel Equipment & Refurbishment With Accommodation Finance Australia

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help bridge this gap, including bank funding, equity finance and specialised lenders, although no choice provides a one-size fits all solution.

ACCOMMODATION FINANCE AUSTRALIA

REFURBISHMENT

AccomNews - Summer 2019

Atlantico and Alfa sunloungers An International exclusive to Daydream Leisure Furniture and Coastal Casual Furniture . What’s hot from Daydream is actually very cool, it’s the cool fabric colour slate grey on offer with Atlantico and Alfa sunlounger’s. It may not sound so exciting but it is when you realise that the only place on the planet you can get this extremely popular colour is right here in Queensland from Daydream Leisure Furniture and Coastal Casual furniture. Not content with the absence of this option from the Nardi range of commercial grade lounges Daydream and Coastal Casual have commissioned it and made it their own. Slate grey is available on white or anthracite frames on both lounges. Daydream Leisure Furniture, 07 5493 4277, www.daydreamleisure.com.au, sales@daydreamleisure.com.au

Keep your brand in sight! We are Australia’s leading supplier of Custom Labelled Water. Australian owned, using recycled materials and pure Australian water. We provide Custom Labelled Water to Australia’s leading businesses nationwide - hotels/motels and resorts, serviced apartments and restaurants/cafes. All our customers understand the importance of keeping their brand in the forefront of their customer’s mind. Our custom labelled water is literally a mobile business card and a walking billboard. We provide an end to end service from label design through to delivery, nationwide. No orders are too large or too small! For AccomNews readers we are offering a buy one pallet get one free (One per customer for all orders placed before 30th June 2019 on 600ml Custom Labelled Water). Contact us today for a free quote. Custom Water, 02 9994 8952, www.customwater.com.au, sales@customwater.com.au

A Goodie Bag full of benefits Currently you have to pay to have all your left over guest hair and body care products sent to land fill, which seems like a pretty big waste to us. This little bag (made from recycled paper) is designed to encourage guests to take home their partially used amenities and finish them at home and then pop them in their recycling. The Goodie Bag has a number of benefits: It’s good for the environment by encouraging recycling. It’s good for your marketing as they will continue to think of their stay with you every time they use the product at home. It’s good for your environmental reporting as you will be significantly reducing room waste going into land fill. Encouraging guests who genuinely want to do the right thing by reducing waste and recycling not only paints you in a good light but has some genuine benefits for the hotel as well. HEALTH PAK LTD, 1300 652 282, info@healthpak.com.au, www.healthpak.com.au

Insure the Value of Your Beds with Allerzip The cost of insuring one of your most important investments is so inexpensive. Allerzip Mattress and Pillow Protectors with BugLock will protect your establishments mattresses and pillows from spills and stains, including perspiration, bodily fluids and blood stains. Allerzip also provides protection against airborne allergens caused by dust mites, bacteria and mould as well as additional bite protection and water proofing as provided by the Miracle Layer. Also fully encased providing an effective Fit’N’Forget barrier against bed bug infection. Less time spent is addressing bedding, thereby reducing labour costs and ensuring the lifetime value of your beds. Available in a range of sizes – Single, King Single, Double and King. Protect-a-Bed, 1300 657 123, david.hampton@protectabed.com.au www.protectabed.com.au

WHAT’S HOT

AccomNews - Summer 2019

The New AW19 Décor Collection from Urban Road Urban Road’s brand new AW19 Décor collection makes refreshing your hotel rooms a breeze. With nineteen new cushions, including three new sizes, and an extension of our existing throw range, the collection offers a quick, easy way to bring new life to your space. In addition to our decor, we offer a catalogue of over 1000 artworks, as well as an impressive range of sculptures, mirrors and acrylics. With an in-house team of designers, manufacturing warehouses and experienced project managers, from concept, to installation, we’ve got you covered – chat to us today about how we can help you to meet your brief. Urban Road Interiors, 07 4229 0858, commercial@urbanroad.com. au www.urbanroad.com.au

Rest Assured with Guest Fresh “Quality Hospitality Pillows” Streamline check-in process, beautifully clean, crisp white bedding, how disappointing to all to be let down by the uncomfortable, underperforming pillow. Be sure not to fall into the trap of overlooking the “one very thing that could change a Guests experience into a negative one”. Let your Guests rest assured with the Guest Fresh Microfibre Pillow Menu that offers the ultimate comfort & hygiene every time. Upgrade your Guests experience while enjoying 10% off Guest Fresh pillow orders. Online code ENJOY10. Mainlinen, 07 5437 8544, www.mainlinen.com

Introducing Aurajet® AWL’s products are Inspired by Nature AWL’s KIPS (Kids Interactive Play Structures) are beautiful like the things they’ve been copied from in nature. The beautiful pattern of a Scallop Shell inspired the design of our Tipping Bucket Deflector Plate. Wind swept Sand Dunes inspired the design of our anti-skid fibreglass decks. Marine life inspired the design for our safety panels and Lock-out discs. Enjoy the natural beauty of AWL’s Australian made product – Inspired by the sandy beaches and oceans of Australia. AWL offers a free assessment for your park and can provide its Inspired by Nature products to suit your budget. Australian Waterslides & Leisure, 02 6653 6555, info@waterslide.net, www.waterslide.net AccomNews - Summer 2019

WHAT’S INDUSTRY HOT

Our most advanced, most invigorating shower experience ever, that turns conventional showering on its head. Invisible nozzles generate individual jets of water that collide against precisely angled surfaces hidden within the contours of the unique haloshaped showerhead. The Aurajet Rua Rail Shower features dual adjustable mounting points which allows for easy retro-fit to existing rail shower installations. This allows a quick upgrade option to an existing bathroom without needing to re-tile. The Aurajet Rua is also available in Hand Shower and Handset configurations to suit a range of situations. Methven, 1300 638 483, www.methven.com

The amenities bottling guests’ goodwill

There’s no denying the appeal of beautiful amenities. For those who lead busy lives driven by practicality, they whisper seductively of ‘me time’, indulgence, calm, specialness. For today’s discerning travellers, though, the charm may be marred by the nonbiodegradable packaging and petroleum derivatives of those pretty little things. Where once it was enough just to look gorgeous, now products need to deliver on beauty that’s

not just skin deep, for a clientele that knows the difference.

free, fully recyclable and biodegradable packaging.

A barometer of how seriously consumers are taking environmental concerns is the comeback of wall-mounted amenity dispensers. The new generation are sleeker, classier and greener than their forebears and nowadays provide a genuine alternative for luxury accommodation.

What’s on the inside

Less well documented, however, is how suppliers are producing small-scale amenities with big green credentials - from their organic, ethically-sourced ingredients to the pollutant-

When choosing bathroom amenities for guests, accom providers should be mindful of numerous red flags. Consumers are increasingly seeking out shampoos, conditioners, and body washes that are free of parabens and phthalates, petroleum-derived ingredients, paraffin, diethanolamine, mineral oil and silicon. Biodegradable formulations which have not been tested on animals are the go-to in 2019.

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An ethical approach to amenities covers everything from Fairtrade-certified goods to products which give back to the communities they’re inspired by. The manufacturers of one amenity range containing Indigenous Australian flora extracts, for example, gives a portion of all profits to an organisation assisting Indigenous communities - an arrangement which speaks volumes about the provider’s world view.

Organic and natural Pure and natural are the key to any quality amenity range.

AccomNews - Summer 2019

Accom is experiencing an industry-wide focus on the twin offerings of luxe and green right now, encompassing everything from energy use and staff practices to straws and food and drink products. Amenity ranges are reflecting that focus with products that are both eco-friendly and luxurious, made with restorative plant actives and healing essential oils. These products not only smell and feel good, but are free of known allergens, are increasingly using certified organic products such as manuka honey, grapeseed and green tea, and are formulated using skin-friendly, eco-certified preservative systems. Handmade and vegan options are becoming commonplace.

Packaging Footprints are no longer the sole concern of your cleaners. The mileage on your amenities matters and their green credentials show your business cares about the planet. Locally-sourced, whether it means within a region or a

AccomNews - Summer 2019

country, is a description valued by travellers seeking holiday experiences which connect them with place. Guests often take amenities home as a memento of their stay, so providing eco-friendly products is a powerful way to position and differentiate your brand. Accommodation providers should look at the biodegradable or recyclable nature of packaging. If amenity bottles are recyclable, follow through on ensuring the facilities are in place to collect the bottles and package and treat them correctly. Excess packaging is becoming a trigger for irate online rants, so avoid products which are overwrapped. A number of companies are now offering products made with 100 percent postconsumer recycled plastic or bio-degradable packaging films. The greenest currently on the market are: •

Oxo-degradable films which contain an additive designed to speed breakdown in landfill

through a combination of heat and oxygen. An alternative involves adding an organic additive which breaks down the packaging film in conditions which don’t require light or oxygen by attracting the oil-eating bacteria present in landfills and composting sites. •

Bioplastics - films made from sustainable resources such as wood pulp or corn starch as opposed to petroleum.

Recycling One new innovation is the Goodie Bag, a recycled paper bag placed in bathrooms which encourages guests to take their partly-used hotel amenities with them so they

HOUSEKEEPING INDUSTRY

can enjoy the remainder of the product, and then dispose of them responsibly. It encourages recycling, reduces waste and focuses attention on the need for guests to play a part in solving the throwaway problem. Another is Soap Aid, a not-for-profit Australian project which collects, sorts, cleans and reprocesses accommodation soap for distribution to communities around the world, then works to provide education on the importance of handwashing. For what it bills a “small annual contribution”, Soap Aid adopts accom providers as a partner bestowing ethical kudos which might just be the deciding factor for a guest when choosing where to stay in 2019. ■

Environmentally sustainable

amenity solutions By Kate Jackdon, Editor

Guests care about the environmental credentials of their in-room amenities, which is why demand for ‘green’ products has never been higher.

The following symbols represent internationally recognised organisations and should be printed and well visible on the packaging of eco-friendly amenities and other hotel cosmetics:

Accomnews spoke to industry expert Peter Weingartner, Director of Swisstrade, to find out more about how to embrace the trend towards sustainable amenities.

What trends are emerging for hotels that are committed to being more in line with the green movement?

How do providers choose environmentally friendly guest bathroom toiletries? When choosing environmentally sustainable amenity solutions, it is important to look for internationally accredited and reputable trademarks that guarantee ecological values, ethically sound manufacturing processes and sustainably sourced ingredients.

What symbols and numbers denote that packaging is recyclable? The same applies for recyclable materials used in packaging which are indicated by plastic resin codes. In most cases this is represented by a chasing arrow symbol surrounding a number between 1 and 7 which identifies the type of plastic resin used to manufacture the item. In the below case, #1 identifies PET plastic, which is often used in the packaging of hotel toiletries.

The choice of offering organic, natural or simply put, eco-friendly toiletries does not reduce the quality of the product or make the guest experience less luxurious or memorable.” How do you choose amenities with natural or organic ingredients while still offering a luxurious guest experience? The choice of offering organic, natural or simply put, eco-friendly toiletries does not reduce the quality of the product or make the guest experience less luxurious or memorable.

On the contrary, the advancement of science and technology in hotel cosmetics today allow us to offer premium and luxury brands that harnesses the benefits of natural ingredients to create hair and skincare products that deliver premium results.

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As hotel operators, locally and globally, are increasingly aware of their profound impact on the environment, we are seeing a rapidly growing willingness to implement environmentally sustainable amenity solutions. One particular and evident global trend is the movement towards hygienic, sealed (non-refillable) and tamper-proof amenity dispensers. This very is driven by a significant reduction in plastic waste, a lower cost-in-use, a drop in labour intensity and the prevention of liquid formulation being washed into landfill. Aside from pure economic and ecological incentives, the implementation of highquality amenity dispensers carries huge marketing value for those properties looking to demonstrate industry leadership and underline their commitment to an environmental ‘green policy’. To further support the trend towards ecological dispensing of toiletries, we are today able to offer hoteliers a whole array of sophisticated dispensing systems and designs to suit each property’s style and preferences. Consequently, the rising guest sensitivity around environmental impact of waste produced by single-use amenities and the rapidly growing acceptance level from travellers in support of eco-friendly solutions in hotel bathrooms, will see an imminent move towards sealed amenity dispensers. ■ AccomNews - Summer 2019

new

Discover an exceptional range of leading Amenity Dispensers • 100% Product Quality & Safety Closed cartridge system, tamper-proof secure application technology • Outstanding Product Design by leading international designers • Cost-Saving Saves approx. 40% compared to small portions, quick to replace and easy to clean, cartridge last up to 4 weeks • Eco-friendly Economic dosage avoids liquid waste; resource-saving production; made from non-toxic, recycled or recyclable plastic

swisstrade.com.au | enquiries@swisstrade.com.au | 02 9979 1500

What’s new in bedding?

Accom is tapping into guests’ love of all things natural and experiential right now. That trend extends to the heart of any stay - the hotel bed. Bedding in 2019 should evoke feelings of personal attention through individual touches, combined with deep natural hues, materials and textures which embrace the raw and real. Going au naturel does not mean dialling down the level of comfort guests have come to expect from the most modest of accommodation beds, though. It should resemble a mossy cushion, not a straw nest…

Bedding style Yes, colour and individuality are in, but those vibrant hues and quirky accoutrements must work with warm, earthy neutrals such as oatmeal and stonewashed linen covers, combining with accessories in textures of jute, canvas, wool and hemp to bring the outside into the boudoir. As Fohlio.com says: “Tasteful, non-boring earthy palettes are an oxymoron, but also a very current trend.” Crumpled, stonewashed linens are top of the boutique accom bedding list right now, offering the softest and most naturallybreathable covers through warm summer evenings - with the ability to also keeping guests snug during winter. While white triple-sheeting is still the go-to for almost all quality accommodation properties, cushions, throws and coverlets in pastel pops are being replaced with intense colours with a health and

wellness hook - think verdant greens combined with berries and eggshell blues.

of comfort while extending the life of a mattress by protecting it from wear and tear.

The link between health and colour is becoming increasingly prevalent in bedroom styling: The Angad Arts Hotel in St Louis, for example, offers guests a choice of rooms themed in four different colours to channel and enhance their mood on check in.

Toppers can regulate bed temperature, promote airflow and provide hypoallergenic, anti-microbial and dust miteresistant padding.

Pillows

Toppers

A pillow can make or break an overnight stay. Comfort is always a pre-requisite for quality accommodation beds, and mattress toppers and overlays help create a cloud-like haven of relaxation, providing pressurepoint relief, improved blood flow, support and softness. Whether made from foam, feather, microfibre or polyester, toppers provide an extra layer

HOUSEKEEPING

For an inanimate comfort object, it inspires Fatal Attraction-style love or loathing. As one industry insider puts it: “Pillows are the single most overlooked, yet most important element to creating a comfortable and welcoming experience. The humble pillow connects with your guests at a deep and visceral level.” AccomNews - Summer 2019

The optimal density depends on a guest’s sleep position. Stomach sleepers need a soft pillow to cushion their heads at a comfortable angle, back sleepers need one with medium support to hold the head and neck at a neutral position without bending the spine, and side sleepers need the firmest support to keep the spine in natural alignment. Pillow menus are increasingly found among all tiers of accommodation, from luxury to budget, because of the value society places on a good night’s sleep.

So, if you don’t want your bunny boiled or your reputation savaged by irate guests, you’d better get your pillows right. Because synthetic options should be replaced every 18 to

24 months and down or feather ones between 24 to 36 months, pillows represent a significant expense for accommodation businesses. The Wyndham group, for example, bought more than a million pillows

last year. As a starting point, commercial-grade pillows must hold their shape and stay plump over numerous uses feel soft but provide enough support, and never feel compressed or lumpy.

Our in-house design team can assist you with free design and refurbishment advice with the latest trending materials and patterns to create the perfect look for your rooms. View more colours and designs online at mainlinen.com

AccomNews - Summer 2019

HOUSEKEEPING INDUSTRY

But for those looking to stock a general one-size-fits-all solution, medium to firm and standard-sized works for those with no specific position when sleeping, so is probably the best option. It is, though, vital to have hypo-allergenic and anti-allergy pillows onsite if you usually employ goose and feather down options. There are numerous ways to stuff a pillow, but here’s a quick guide to the most common used in accommodation:

CALL (07) 5437 8544 OR EMAIL INFO@MAINLINEN.COM FOR FREE DESIGN ADVICE NOW! REGISTER ONLINE FOR EXCLUSIVE COMMERCIAL PRODUCTS & PRICING

Feather and down Feather pillows are soft and fluff y but can retain heat, which can be an issue for hot sleepers (but is appealing to chilly ones) and are often made in combination with down. Pillows made with white goose down are the gold standard when it comes to luxury. Made from birds’ undercoats, they’re super soft and can be fluffed into a desired shape. They yield easily but don’t offer strong neck or back support. These are at the most expensive end of the commercial pillow market.

Hypoallergenic and anti-allergy Made from synthetic materials such as polyester or latex, or natural fibres such as wool, these are less likely to trigger allergies and are good for asthma sufferers.

Hypoallergenic fill is antibacterial and naturally dust mite resistant. An anti-allergy pillow is slightly different - the material has been treated to deter dust mites. These include ‘down alternative’ pillows, which aim to mimic the comfort and feel of the real thing minus the allergens and price tag.

Buckwheat Made from the husks of buckwheat seeds, these offer strong support and are increasing in popularity because they’re eco-friendly. The only catch is the husks tend to rustle when moved, so light sleepers might be disturbed. Microbead pillows are the quieter synthetic alternative.

Memory foam These are ideal for back sleepers, providing ultimate support through their ability to contour to neck and head. Beware, though - they are an acquired taste. Most hotels keep a stock of different pillows

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to cater to the varied wants of their guests, but Singapore’s top establishments make an art of it. At the Conrad Centennial Singapore, for example, there are 16 different types to choose from - including porcelain, jade, wood and bronze.

AccomNews - Summer 2019

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

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

Comfortably catering for the extras By Kate Jackson, Editor

Modern travellers are shunning spacious suites in favour of smaller luxe guest rooms offering smart, space-saving solutions. The mushrooming popularity of pod hotels, moveable walls and social working hubs, coupled with steep land price hikes which have force hotels to rethink floor space globally, have created a new internal landscape for accommodation. Clever design incorporating space-saving, flexible furniture and fittings creates an uncluttered, fresh and sculpted feel. A major part of that clever design revolution is the accommodation of extra guests, which is why Accomnews is taking a look at the latest spacesaving and flexible options.

Bunk, loft and zip beds

Remember bunkbeds with saggy mattresses and the clearance height of a fridge shelf? They don’t make ‘em like that anymore. Bunks are enjoying a resurgence in popularity and feature throughout boutique accom properties, with an appeal that has seen them adopted in some cases as luxury bedding alternatives. Offering the versatility of splitting into two comfortable separate beds, whether in a single bunk configuration or single/double combination, modern commercial bunks fit perfectly with the latest requirements for reconfigurable spaces. As do zip beds, normal commercial beds which can

remain separated or be joined using zips (attached just beneath the mattress edge so they can’t be felt by the sleeper) to form a king-sized alternative. Loft beds, which allow sleepers to rest easy upstairs while providing a handy space below for vanities, desks or storage, are also gaining popularity and are a particular feature of micro-hotel design.

Sofabeds

While the word ‘flatpacked’ may evoke images of IKEA kits and allen keys, it doesn’t have to represent something painful. Easilystored flat-packed beds can be assembled within 15 minutes and are versatile and robust, with sturdy, weight-bearing slats to prevent sinking and a steel frame that can withstand several hundred kilograms. Upright folding beds and standup beds on wheels are other temporary bedding solutions that fold to full-size bed height and can offer a surprisingly good night’s sleep – as can that old favourite, the rollaway trundle bed stored below decks.

Sofabeds have long allowed guest rooms to double as family accommodation.

Design

Today’s quality offerings are equipped with reinforced frames, durable commercialgrade mechanisms and six-inch spring mattresses, often with an additional latex or memory foam comfort layer. The sofa part of the equipment is also a focus for comfort and durability, with high-quality foam used in seat cushions to ensure firmness and support over years of use and reinforced lining to ensure fabrics don’t pucker in the face of inevitable guest abuse.

Roll-away, packdown and stand-up beds

Practicality aside, space-saving furniture is increasingly required to be visually appealing.

Mattresses Regardless of budget constraints, reputable manufacturers understand the folly of skimping on quality when it comes to mattresses for space-saving beds. Accom providers and consumers expect guests to enjoy a comfortable night’s sleep, whether they’re a child sleeping in a bunk bed, a couple using a foldout or the lucky ones luxuriating in the king-sized master bed. Bunks will be equipped with either foam or innerspring mattresses generally not more than six inches thick to ensure sleepers are protected from falling out or banging their heads. Both offer good comfort and have their strengths; innerspring are sturdy, long-lasting and provide good airflow while foam are dust-mite resistant and good for allergy sufferers. The important consideration is ensuring the mattress comes with a lifetime warranty.

Under-bed storage

Furniture that’s flat-packed or custom-made can still provide creative choice, offering a range of sizes, frames, upholstery, headboards, feet and casters to coordinate with a room’s aesthetic. Sofabed dimensions and fabrics can be tailored specifically to suit a room’s style, for example, offering everything from luxe modular designs to compact leather pieces. When it comes to frames, the most popular wood options are ash - hardwearing but delicate in appearance and oak - characterful but more easily marked. Metal options include hardwearing steel and wrought iron.

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Pushing a bag under a bed can be challenging for older guests or those with heavy luggage. Simple wooden and wire under-bed luggage trays with built-in caster rollers help guests stow luggage and encourage them to utilise the space. Under-bed drawers are another great space saver and can include locks for additional security and cable holes for electronic charging. ■ AccomNews - Summer 2019

Oxyzone S10 Silver Hospitality An environmentally-friendly, chemical free, high-tech housekeeping aid for busy hospitality providers. Modern and stylish in design, the S10 Silver Hospitality all stainless steel construction with microcomputer technology is the ideal ozone unit for any hotel, motel or function centre.

The S10 Silver Hospitality is perfect for use by cleaning staff in motel rooms or cabins. Quick and Easy Operation Simply select the run time you want and press run. The ozone generator operates until the time is complete and waits for you to move it to the next room and press run again. It remembers the last setting, it’s that simple. Electrically safe and compliant with Australian wiring and emission (Ctick) standards, this generator is ﬁtted with a cover safety interlock for your added protection. All features are built in so there are no additional costs.

The simple press and walk away countdown operation is perfect for use by cleaning staff in motel rooms or cabins.

Perfect for many applications: • Motel Rooms & Cabins - Remove unpleasant odours and sanitise the room. • Function Areas - Remove unpleasant odours. Remove odours from drying carpets, freshly painted rooms, covered rubbish areas and from rooms that have been subject to trauma or sickness.

100% Australian Made and Manufactured Oxyzone products are designed and manufactured in Australia to comply with electrical and safety standards. Our service personnel and our spare parts are also in Australia.

Oxyzone Pty Ltd Unit 13, 218 Wisemans Ferry Road, Somersby, NSW 2250 Phone: (02) 4340 1801 | Email: sales@oxyzone.com.au

www.oxyzone.com.au

Several methods to maximum carpet cleanliness It is hard to conceive of a bigger turnoff for guests entering the room where they’re to stay for the night, than finding evidence of any lack of cleanliness, including what they might find on the carpet. Carpet and upholstery care should rank as one of the top priorities of any accommodation establishment’s regular housekeeping maintenance program. Some studies have shown that carpet actually serves as a magnet of all kinds of pollutants, contaminants, bacteria and odours, including the possibility of nasties such as fleas, cockroach eggs and dust mites. Housekeeping departments should place considerable attention on having the right equipment available and by providing their cleaning personnel with the proper training for identifying the stains and using the right product. Spot cleaning and regular maintenance is the key to a healthy, fresh and clean environment. And there’s no better way to ensure spotless carpets than by investing in the best quality cleaning systems available. But what kind? These systems are

often designed to carry out different tasks and each one has its own special strong points. There is a wide variety of products available and it is important to keep on top of new trends in order to retain the highest level of guest service. We take a look at the main vacuum trends and choices….

Design versus brute strength When purchasing a good commercial vacuum cleaner brand you should place the emphasis on design as opposed to using the brute strength of its motor. In most domestic and commercial vacuums, the motors can be over 1500W. These motors though can use considerably more energy with minimal difference in suction. The key to good suction on a vacuum cleaner is good design that facilitates constant air flow and not necessarily the wattage of the motor. When selecting a commercial vacuum, you should pay attention to the design and strength of the wheels, clips and other plastic mouldings. Ask around to see what brands other industry professionals have had has success with.

Noise This is a serious consideration when purchasing a commercial

vacuum. When your property is filled with discerning guests wanting to relax, you do not want them to be disturbed by a vacuum that sounds like a jumbo jet. Be aware though, decibel ratings is a highly used form of noise measure but can give a very false lead. There is no one internationally recognised noise rating specification for vacuum cleaners. Decibel ratings don’t take into account pitch so an annoyingly high pitch vacuum can boast a low decibel rating on the brochure.

Filtration This is what can really makes or break a vacuum. A good filter can prevent a build up of dust mites and prevent bed bugs. And if you select a vacuum that has large and easy to clean filters you will be able to easily maintain the machines airflow and provide consistent performance until the bag is filled again. Most commercial vacuums can be used bagless, but beware this can be a more costly way to go in the long run as you will have to replace filters far more regularly.

Uprights versus cannister vacs Tests by the British Institute of Cleaning Science show that upright vacuum cleaners are three to four times more

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productive. With the ability to clean with one pass, a 30cm upright can clean 1115m²per hour and an 48cm upright can clean 1490m² per hour, but a barrel vac only achieves 370m². It is claimed that the upright’s rotating brush is far more effective at removing damaging grit, dust and loose fibre from a carpet than only a suction head. Almost all commercial carpet manufacturers recommend uprights to maintain their carpets. They claim that the combination of better productivity and performance means that a better result is achieved more quickly, for less cost. Uprights come in various sizes with brushes that automatically adjust to the height of the carpet or floor making the upright efficient and easy to use. Although they are more powerful uprights are usually less agile and depending on your environment sometimes the lighter more agile cannister vacuum is preferred and these cannister vacuums have become more powerful as technology has advanced. There are the worker frinedly backpack versions of the cannister vac. And these versions are becoming ever more popular, in the industry with their increased productivity and more ergonomically friendly form. AccomNews - Summer 2019

Hot water extraction As an adjunct to normal vacuum cleaning or when the state of the carpet is beyond even the best of them, a different form of treatment is necessary. Luckily there are various hot water extraction carpet cleaning machines available for the industry today. Many carpet manufacturers recommend professional hot water extraction as the preferred and most effective carpet cleaning method. This means to deep clean the carpet by hot water extraction method with a professional carpet cleaning machine that sprays on the carpet while simultaneously sucking up the sprayed water, along with any dislodged and dissolved dirt. The advantage of the hot water extraction cleaning method is the effectiveness of using hot water along with the correct diluted cleaning product; this avoids the problems associated with any detergent residues that can remain in the carpet with other types of cleaning methods. These other methods can cause residue that in a

shorter time period attracts dirt back to the carpet from the soles of shoes as people walk on the carpet, causing the carpet to look worse than before. It is always recommended that you vacuum first to help remove dry soiling. These cleaning machines come with upholstery tool attachments and have the same professional cleaning power and method.

Ergonomics, safety and staff accessibility These are also things you need to contemplate seriously. You need to consider each different environment that requires a vacuum cleaner in your property. A vacuum needs to be purchased that most suits the environment where it will be used most, that may involve: stairs, small awkward spaces under fixed tables or small corners, large reception areas, hard and soft surfaces. When considering ergonomics you may need to risk assess the use of the vacuum in particular environments and consider things like its weight, agility and the length of its cable and hoses.

Bed bugs and dust mites And yes, here we are - the dreaded B word! Bed bugs and dust mites love warm environments. They positively thrive in beds, carpets, curtains, textiles, sofas and bed linen! They are an absolute no/no for guests and are to be avoided at all costs. Choosing the right vacuum and filtration system to combat these critters is therefore is a must. As there are such a huge variety of vacuum products currently available it is important to keep on top of new trends. There

are many choices to be made with regards to what type of vac you buy and with what design features they have. In order to retain the highest level of guest service you must prioritise your needs and assess which solution is best for you, your environment, the vacuum user and most importantly... Consider which vacuum will achieve the most noticeable results so that when your guests enter your property they are turned-on by how beautifully clean your carpets are! ■

CLEAN AND COMFORTABLE FACILITIES FOR YOU AND YOUR GUESTS

We know that first impressions are vital. To assure the comfort and happiness of your guests and staff, you work to achieve the highest level of cleanliness in your facility, and carefully consider the health, air quality, safety and environmental effects of your cleaning practices. Nilfisk’s revolutionary floor care solutions can help you reduce water and chemical consumption, improve indoor air quality and reduce the overall environmental impact of your floor cleaning. Whatever the needs of your hospitality facility, Nilfisk’s commitment to superior value, reliability and efficiency is found in everything we make and everything we do. Give us a call today on 1300 556 710 and quote “ACCOM” to receive 10% off your next floorcare solution.

Nilfisk Professional nilfisk.com.au

AccomNews - Summer 2019

HOUSEKEEPING INDUSTRY

Accom shines with solar This technology simply makes good economic sense, with renewables such as solar now the cheapest form of new energy generation.”

Solar is surging in Australia. 2018 saw solar panels installed in record numbers across the sunniest continent on earth and at a rate more than double that of the previous year - which was also a record breaker. Close to 13 million installations now adorn homes, businesses and solar parks Down Under as Aussies scramble to embrace a technology that appeals to their wallets and their consciences. The Double Tree by Hilton in Alice Springs has Australia’s largest hotel rooftop solar system. Since its installation, CO2 emissions have been cut by 420 tonnes per year and up to 80 percent of the hotel’s power requirements are met by solar. “This technology simply makes good economic sense, with renewables such as solar now the cheapest form of new energy generation,” says Professor Andrew Stock, founder of the Clean Energy Council.

“We’ve got a never-ending and widely available power source at our fingertips, which can cut the nation’s rising greenhouse gas pollution and combined with storage, can provide cheap power across Australia on demand, 24/7.” For an accommodation business, installing solar power makes sense on numerous levels. It delivers: •

•

Return on investment - as electricity prices rise, solar power costs are falling. Payback on commercial solar installations varies from three to seven years, depending on installation costs, brands and technology and the nature of the project. Stable costs - solar systems have a design life of several decades, providing predictable energy costs in a volatile market. Greenhouse gas reduction Every kW of solar power installed can reduce

greenhouse gas emissions by more than two tonnes a year. •

Star ratings - NABERS (the National Australian Built Environment Rating System) measures building performance for water use, waste management, indoor environment quality and general energy efficiency on a scale of zero to six stars - six being the most efficient. Properties with a NABERS rating of four or higher can deliver significantly higher returns than lower or non-rated properties, with solar power a major contributor to achieving a rating increase. The Green Star is another internationally-recognised voluntary ratings system which assesses the sustainability of building design, construction, and operation. Again, a good Green Star rating can make your accommodation a more appealing proposition for potential buyers.

ENERGY & RESOURCES

•

Marketing opportunity - promoting green credentials to guests can be powerful, particularly when every kW of your accom’s solar power can reduce greenhouse gas emissions by more than two tonnes a year. Solar power is a highly visible commitment to the environment.

•

Happy workers - research shows modern workers want to feel good about who they work for. Evaluating their employer’s green credentials is part of their career decisionmaking process.

Set ups Solar set ups vary in size and complexity depending on the scale of your accommodation business. Smaller properties will most frequently fall into the 30 to 100kW category, while larger hotels and resorts generally requiring systems generating more than 100kW. Specialist AccomNews - Summer 2019

commercial fitters are required for both, and installations must be approved by local electricity networks to ensure they include systems to protect the grid from the electricity they can generate. Both systems attract different payment rebates: Anything under 100 kW is eligible for STCs (small-scale technology certificates) - rebates paid in advance as an upfront discount of the cost of a system. Over 100kW and you’re into LGCs (large-scale generation certificates) which require systems to be accurately tracked using a meter, reported and claimed each year. Larger commercial systems also tend to attract approval conditions which can add to costs and affect your system’s projected savings if an installer has not factored those costs in. The lesson is that it’s vital to choose a reputable commercial solar installer who will supply a quality system appropriate to your businesses’ needs, provide ongoing maintenance and give you an honest picture of the costs involved.

Solar hot water Alongside the increase in uptake of solar power is an exponential growth in solar hot water systems. Accommodation properties expend thousands of litres of hot water on servicing guests. From water used for showers and linen washing to requirements for food service, solar thermal systems can AccomNews - Summer 2019

dramatically reduce water heating expenses. Quality providers can design and engineer solar thermal systems for numerous applications to create a 70 to 78 percent energy reduction, with a payback generally completed within three to four years on a system with a lifespan up to 30 years. Solar hot water used for pools and spas provides consistent warmth during the summer months and significantly extends the swimming season, with virtually no running costs.

If you still need more, use gas or electricity as a “top up” heater to keep those bills down.

Another reason to invest in solar and covers is that the return on investment has improved markedly with rising energy prices. Sunbather audits show: •

Solar pool heating will pay for itself in around three

years. It lasts over 20 years. •

Pool covers will pay for themselves in around 18 months. They last for around ten years.

For pool operators, these numbers cannot be ignored, as the investment return is massively greater than other energy equipment such as LED lights, or photovoltaic panels on the roof. ■

Heat pumps provide added energy efficiency to solar hot water systems. Using the same reverse cycle technology as air conditioners, they transfer heat or cold to pool water using a titanium heat exchanger. And a new generation of super-efficient solar variable speed pumps, which only kick in at the level necessary for a specific function (filtration has a different energy requirement to heating, for example) also help create big savings over time.

Industry view: Tom Boadle, CEO Sunbather Since 1974, Sunbathers’ recommendation for energy efficient pool heating has not changed and goes like this in order of priority: 1.

Solar pool heating must be the primary pool heater. It’s by far the cheapest to run.

Install a pool cover. You’re simply insulating your pool to retain the heat, much like your home. ENERGY INDUSTRY & RESOURCES

Want to get more from your pool? By Peter Haddon, Managing Director, Heliocol

Many commercial pool owners are realising their pools could be used more. Often the reason for this lack of consistent use is simple – the water may not be warm enough. So, what are the options?

1. Gas heating Gas heaters provide flexibility to the commercial pool owner because of their rapid heating ability. Gas heaters can easily maintain any desired water temperature, as typical sizing is based on providing heater capacity capable of achieving a 14°C rise in water temperature in 24 hours. This allows a cold pool to be heated to a beautiful 28°C - 30°C in around one day, even in winter. This heating strength makes gas perfectly suited for pools that are used for entertaining.

2. Electric heat pump Heat pumps work like a reversed air conditioner. They draw in large quantities of air from the atmosphere; extract the heat contained in the air and transfer it to the water from the pool or spa passing through the unit. Heat pumps can provide energy to the pool that is many times the amount of energy they take to run. This factor is called the heat pump’s co-efficient of performance or COP. Combined with their highenergy efficiency, heat pumps are also ideal for connection to off peak or time-ofuse electricity pricing.

3. Solar Solar heating uses the sun’s radiant energy to heat the pool water as it passes through thousands of tiny tubes

AccomNews

contained within the collectors. These collectors are installed on a sunny section of roof and connected to a pump that draws the pool water from the pool and pumps it through the tubes where it absorbs extra heat from the sun, warming the pool water before returning it to the pool. This process happens automatically whenever the pool water is below the pool operator’s desired water temperature and whenever the roof temperature is enough to pass heat to the water. A solar heating system on a commercial pool provides the owner/operator with an environmentally friendly/low carbon footprint option. Its only running cost is the secondary pool pump to circulate the water to the solar collector. Reputable pool heating

companies will offer a free, no-obligation analysis of the solar heating requirements. If an existing gas or electric heater is in place, this analysis should be accompanied by a report showing potential energy savings, return on Investment figures and environmental savings.

What about a combination? A solar/gas or solar/heat pump combination is often favoured by commercial pool operators. A combination system provides the high energy savings of solar with constant year-round pool water temperatures provided by a gas or heat pump system. If a commercial pool operator is already using a gas heater or heat pump, and wishes to now enjoy some energy savings, the solar system can still be installed. An important

ENERGY & RESOURCES

component of the combination solar/gas or solar/heat pump installation is the system controller. This device controls the operation of both heaters to ensure the maximum energy savings are drawn from the solar system whilst still allowing the pool to run at the operator’s desired temperature.

Where to from here? Contact a reputable heating supplier/installer who can offer • • • •

A full heating analysis, Installation of the best system or combination, A strong warranty, Customer service back-up.

Information provided by Heliocol Commercial Pool Heating and extracts from the Rheem Pool Heating website. AccomNews - Summer 2019

Are you on a firm footing with anti-slip flooring? Guest and staff safety are paramount for any accommodation business. One little slip can result in serious injury not only to the octogenarian in Room 29, but to the fortunes of the motel owner in whose bathroom he lost his footing. Reputation harm and legal repercussions can cripple a business - outside of the personal toll of dealing with onsite injury trauma.

Latest treatments Luckily, a new generation of anti-slip treatments is joining the traditional solutions of etching, gritt y coatings and adhesive strips to help provide a safety net for providers. Resilient floors such as vinyl, rubber and linoleum (and softer timber floors) give under pressure, then return to their original profile over time. New coatings designed to mimic that surface characteristic provide long-wearing anti-slip protection while maintaining the smooth look of the surface - unlike traditional coatings that rely on grip from embedded materials like silica and sand. They involve slip-proof additives that are easy to clean and don’t trap dirt, while improving both dry and wet slip resistance. Anti-slip treatments for hard floors have also come a long way.

They create a chemical reaction invisible to the naked eye which microscopically changes the tread pattern of a porous stone surface, resulting in a higher coefficient of friction which dramatically increases the grip for bare feet and shoes. Ideally suited to accommodation environs because they are designed for ceramic, granite, terrazzo, vinyl, concrete and porcelain tile surfaces, they are quickly administered in an “apply and wash off ” process and there is no discernible change to the appearance of the surface.

Stairs and ramps Half of all building falls occur on stairways - making it vital to ensure steps aren’t slippery. Rubber stair treads, plates and nosing can cover hardsurfaced steps to reduce slip risk and help muﬄe footsteps. They are easy to install, durable and can be matched with anti-slip or rubber landing tiles to fit inconspicuously into their surrounds. Anti-slip tapes, cleats and grit strips laid across risers are effective at stopping feet sliding, and barefoot-friendly versions are used widely on pool steps and pool surroundings alongside treated tiles. Anti-slip paints, tapes and rolls all offer increased traction on ramps.

The mat effect First impressions are key for accommodation businesses,

and entrance mats help create an appealing welcome while providing a high level of absorbency to handle heavy traffic and keep floors and shoes clean. Runners are another mat heavily used by discerning guests, so need to look good and function effectively. They can be customised to fit width and length requirements whatever the space dimensions. Elsewhere, linking anti-fatigue mats can soften the standing room for anyone from front counter staff to guests in lifts or taxi ranks. These include specialty mats, such as those found in gyms, with interlocking anti-slip rubber tiles. Your hardworking kitchen crew needs anti-fatigue kitchen mats of heavy-duty rubber which are easy to clean. Options include shoe-sanitising foot bath and nitrile rubber mats, as well as the traditional multi-purpose option with drainage holes. And finally, pool and shower mats can provide essential protection against slips in the wet. Heavy-duty PVC drainable loop and PVC tubular mats are designed for optimal traction, comfort, and ease of cleaning.

Compliance and maintenance Australia and New Zealand are covered by similar requirements when it comes to floor slip resistance. The ‘bible’ for both is the Standards Australia Handbook HB 198:2014, an introductory guide which provides compliance advice and direction on slip resistance classifications.

SAFETY & SECURITY

According to the US National Floor Safety Institute, more than half of all slips and falls can be attributed to problems with a walking surface - a significant number of which are wet or topped with a loose gritt y substance. Problems such as chipped or uneven concrete, loose floorboards, frayed or bucked carpets, and missing floor tiles are also sources of problems and are often overlooked because they’ve either been around for a long time or people have learned to avoid them as they’ve developed. Many of these problems can be corrected inexpensively by maintenance staff or local service contractors. Improperly cleaned floors can lead to a range of problems from loss of slip resistance and premature wear to a slippery build up that reduces traction. Anything that interferes with a foot making direct contact with an anti-slip surface, such as dirt, wax or ice, will prevent that treatment from being effective. Each manufacturer will recommend a cleaning regimen which should be carefully followed. Older-style anti-slip coatings can wear unobtrusively over time to become less effective, while etched and blasted surfaces can also wear to a slippery finish. All should be regularly inspected and maintained - and again, recommended cleaning practices should be adhered to. AccomNews - Summer 2019

Smart Lock

No Wi-Fi Required!

The smart solution. Recognise new levels of convenience without compromising on security. The Codelocks CL4500 smart lock range combines smart technology with traditional keypad and card access options suitable for a wide range of applications, from building managers to home rental owners. Program and operate locks directly via the keypad, or via a compatible VPDUWSKRQH E\ GRZQORDGLQJ WKH . &RQQHFW $SS :L )L FRQQHFWLRQ LV QRW UHTXLUHG IRU RSHUDWLRQ VLJQLÄ±FDQWO\ increasing lock use in areas where Wi-Fi is unavailable.

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3HDFH RI 0LQG View and download audit trail data to determine which lock has been accessed and by who.

Tested in accordance with: %6 (1

+61 2 9882 1009 sales@codelocks.com.au

7KH $SS LV DYDLODEOH RQ WKH $SSOH $SS 6WRUH IRU $SSOH GHYLFHV RU *RRJOH 3OD\70 for Android70 devices.

Preferred Supplier Programme

AIR CONDITIONING

Proudly Australian Made & Owned Since 1981

204 Holt Pde, Thomastown VIC 3074

03 9465 6444

assisting the industry For over twenty one years in australia the preferred supplier programme and directory has been an extremely valuable and effective tool for accommodation managers.

Control your aircon Costs! the then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the A and online at accomnews.com.au.

Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme:

All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry. Subject to the satisfaction of these processes and commitments suppliers

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

thermocontrols.com.au ARTISTS & ARTWORK

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Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry. For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo â&#x20AC;&#x201C; made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.

CLEANING CONTRACTORS FROM NOOSA TO KAWANA

Phone: 1300 181 546

A professional service for resort cleaning

sales@wallartprints.com.au

â&#x153;&#x2020;5474 3299 FAX 6474 3099

BEDS & BEDDING

ELECTRICAL APPLIANCES

manufacturers of quality bedding QUALITY WITHOUT COMPROMISE

Your Hotel TV and Digital Signage Specialist

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

PREFERRED SUPPLIER DIRECTORY

ISO 9001:2015

All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier).

www.comfortsleepbedding.com.au

BED SPREADS & BED COVERING PRODUCTS

It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers.

sales@comfortsleepbedding.com.au

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

Quality Certified AU1135-QC

TheFURNITURE sign of an Industry Specialist AccomNews - Summer 2019

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

PAINTERS & DECORATORS

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

SECURITY SYSTEMS &/OR CONSULTANTS

Ph: +61 2 9472 2000 sales@vintech.com.au www.vintech.com.au

LOCALLY-OWNED FOR OVER 25 YEARS

INSURANCE

Ph 5520 1256

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

TAILORED FURNITURE SOLUTIONS

PPS3955_A

www.accomnews.com.au/ business-directory

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

A U S T R A L I A

W I D E

FURNITURE - OUTDOOR LAUNDRIES

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

We don’t rest on the seventh day South Pacific Laundry specialises in the provision of quality linen and supplies for the hospitality industry (03) 9388 5300 | robert.teoh@southpacificlaundry.com.au

LINEN &/or LINEN GOODS

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

HOTEL, MOTEL & RESORT SUPPLIES

Australia’s Leading Hotel Bedding Suppliers

07 5437 8544 info@mainlinen.com

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

Phone: 1300 651 355

www.hotelproductsdirect.com.au

AccomNews - Summer 2019

PREFERRED SUPPLIER DIRECTORY