AccomNews, Spring 2019

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The essential industry guide

Issue 69 | Spring 2019 | AUD $16.50 incl GST | accomnews.com.au

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AccomNews is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia

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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 Spring issue

Front Desk__________________________________

Editor's Note: How accom is handling its hospital passes....... 05

Industry____________________________________ AHA Report: Minimum wages, small business

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EDITOR Kate Jackson, editor@accomnews.com.au

and the worker........................................................................................... 06 TAA Report: Live like a local? Comply like a local.........................07 AAoA Report: Tourism 2030 and beyond – Addressing the regulatory barriers that inhibit growth ............................................ 08 TFF Report: The sky is not falling ....................................................... 09 CIAA Report: Partnership to support heart health...................... 09

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ADVERTISING Tim Svenson, t.svenson@accomnews.com.au Rose Delosreyes, r.delosreyes@accomnews.com.au SERVICE Gavin Bill, service@accomnews.com.au CONTRIBUTORS Alexandra Kiorgaard, Brendon Granger, David Lund, Dean Long, Doug Kennedy, Judy Senn, Julian Crowley, Karen Dade, Margy Osmond, Michael Johnson, Michelle Thomas, Peter Shelley, Rebecca Mulder, STAAH, Stephen Ferguson and Stuart Lamont

The power of partnering with a recognised brand....................... 14 What are the ‘givens’ guests expect in accom?.............................16 Why validation matters when guests complain............................. 18

Nightcap Hotels: Fresh. Exciting. Personable.................................20 Anura Yapa – A hotel engineer who prioritises the planet........23 Ibis Styles East Perth: Innovative. Creative. Unique.....................26 NoVacancy cements position as premier showcase.................. 30

What’s Hot............................................. 36 Technology________________________________ The hotel room of the future..................................................................38

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Can good AI transform the guest experience?..............................42 Streaming: Make it fast and available now......................................42

Energy & Resources_________________________ Shining a light on solar.............................................................................44

Refurbishment______________________________ How to minimise disruption throughout a refurbishment....... 46 When you need to freshen up in the bathroom.............................52

Housekeeping______________________________

26

How bedding can leave a dreamy impression............................... 56 The feel-good factor of luxury amenities......................................... 60

Food & Beverage____________________________ The art of serving........................................................................................62

Safety & Security____________________________ Protecting your property from undesirables.................................. 64

Human Resources___________________________ Clothes maketh the brand..................................................................... 66

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!

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Management_______________________________

Profiles_____________________________________

STAFF WRITERS Mandy Clarke and Trish Riley PRODUCTION Richard McGill, production@accomnews.com.au

ATEC Report: Why Australia must up its game on visas............ 10

AccomNews - Spring 2019

30 FRONT DESK

Marketing__________________________________ Why a quality booking engine delivers more guests.................. 68 The power shift making accom rethink its focus......................... 69

Preferred Supplier Directory.................... 70 www.accomnews.com.au

Hi AccomNews readers,

to raise barely a whimper from Aotearoa readers, but frustration about the mauling practices of booking platforms in Australia is at boiling point. While one New Zealand accom provider told me she felt the commissions paid to booking platforms merely replaced the cost of old-style marketing, her Australian counterparts routinely describe OTAs as “thieves”, “mongrels”, “greed machines” and several less printable things.

By the time you’re reading this, the Rugby World Cup will be over.

But inspired by one of the greatest sporting events on earth, I thought it was fitting for a magazine with camps in both Australia and Aotearoa to compare how each nation is tackling its accom opposition.

In New Zealand, operators are scrummaging down determinedly against bed taxes. Auckland’s is currently on report, its legality under scrutiny by the High Court TMO, while Queenstown’s is facing an organised and hostile forward pack of industry heavyweights.

Forcing accom to charge visitors more so they can fund tourism infrastructure which benefits the entire community is making Queenstown and Wanaka players see red. Meanwhile, an

Kate Jackson, Editor, AccomNews editor@accomnews.com.au

inability to tackle short-stay providers who should be paying commercial tax rates but aren’t, is making Auckland’s operators feel like they’re the only ones fronting up to the big hits.

In Australia, the major issue is giant, dominating OTAs backed by slippery smaller ones charging down rates and wresting pricing control from operators. This seems

One issue that does seem to be universal is industry concern over the impact of Airbnb on accom businesses. In Australia, several states have finally committed bodies to ‘levelling the playing field’ for operators in the form of new registration, tax, safety and conduct rules for short-stay operators. Some (NSW, Tasmania, WA) are better at this than others (Victoria) but while no-one is entirely happy with every aspect

of any one game plan, there is a general consensus from all players - including Airbnb and other short stay platforms - that state-wide regulation is the answer. In New Zealand, local council are left to grapple with the issue - a situation which has not worked in Australia as local jurisdictions have fumbled their short stay handling without the legal clout or resources to properly control the ball.

Hospitality New Zealand chief operating officer Julie White told AccomNews earlier this year: “The time has come to impose meaningful regulations on the sharing economy. We now need a well thought out, sustainable, centralised strategy for managing this issue across the country.” Just as the All Blacks have schooled the Wallabies for years in how to play rugby, maybe Aotearoa can learn a little from Australia about how to manage short stay.

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hotelinteriors.com.au • 1300 876 055 FRONT DESK

AccomNews - Spring 2019

05

EDITOR’S NOTE

How accom is handling its hospital passes

AHA Report

Minimum wages, small business and the worker When it comes to setting an international standard you really can’t go past our accommodation hotels.

There’s no doubt this is an annual ceremony which really does bring the industry’s best together from right across Australia.”

Whether it is staffing, facilities or even a great location, Tourism Accommodation Australia members excel.

That excellence was on display recently at the AHA National Awards for Excellence at The Star on the Gold Coast.

More than 500 VIP and industry guests turned out for a spectacular afternoon in the spring sunshine at one of Queensland’s top venues.

There’s no doubt this is an annual ceremony which really does bring the industry’s best together from right across Australia.

It’s a chance to acknowledge the sheer hard work and dedication which goes into operating hotels which really are world best. It’s also a chance to break bread together, catch up with old friends in the industry and make new ones.

The team from Crown Towers Perth walked away with the coveted Overall Hotel of the Year award - one of the day’s major categories.

Executive manager for Crown Towers Perth Andrew Cairns accepted the top award and TAA national CEO Michael Johnson was on hand to pay tribute to the efforts of Mr Cairns and his team.

There was a long list of winners from some truly great accommodation hotels from right around Australia.

The Darling, The Star Gold Coast - our host venue - won Best Deluxe Accommodation and Best Redeveloped Hotel.

Outstanding achievement in Training went to the Grand Hyatt Melbourne.

The national title for Best

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AccomNews - Spring 2019

Stephen Ferguson, CEO, Australian Hotels Association of the Sheraton Melbourne Hotel walked away with the national award for Employee Excellence in Service.

Superior Accommodation was won by Maylands Lodge in Tasmania, while the Holiday Inn Melbourne on Flinders won Best MidRange Accommodation.

Laurent Johnson of Melbourne’s Marriott Hotel won national Front of House Employee of the Year.

Crowne Plaza Hunter Valley won Best Environmental and Energy Efficiency Practice and Fairmont Resort & Spa Blue Mountains, M Gallery

by Sofitel was awarded the prize for the nation’s Best Meeting and Events Venue.

What makes our national awards particularly special is that all finalists at the national awards previously won their state divisions.

Best Marketed Hotel was won

by The Island Gold Coast while the East Hotel in the ACT won Best Suite/Apartment Hotel.

Best Restaurant went to Hardy’s Verandah Restaurant, Mount Loft y House in South Australia while Best Accommodation Hotel Bar was won by Alibi, Ovolo Woolloomooloo in Sydney.

The award for Best Tourism Initiative went to Voyages Ayers Rock Resort.

One of the best parts of any award ceremony is the “people awards” when the tireless efforts of staff are recognised.

These are the people who work tirelessly each and every day to ensure Australia’s accommodation sector is second to none.

Nick Warner of Holiday Inn Express Brisbane and James Lightbody of Hotel Realm in Canberra were joint winners of the Hotel Industry Rising Star award, while Yvone Qian

Everyone is a winner.

The Awards capped off what has been a memorable year for TAA and our members.

2019 has really marked the start of a new era.

Work is well underway on the prestigious new multimillion-dollar TAA offices on Castlereagh Street in the heart of the Sydney CBD. When the team moves, the penthouse suite offices will provide a stand-alone hub for TAA and our members in the heart of the nation’s gateway city.

In addition to the brand new office space, we have a new CEO in Michael Johnson, a new board in NSW with a new chair Antony Page from Marriott Sydney Harbour.

Just a few weeks ago Graham Perry of Best Western Hotels and Resorts was appointed to the national board. Graham is a man with an impressive resume in our industry. He is a respected, seasoned senior executive with years of

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experience working across the global travel, tourism, media and hospitality sectors.

I wish him all the best.

We are also getting the runs on the board when it comes to advocacy and policy changes.

Recently we welcomed the release of a WA Parliamentary report into short stay accommodation, which sets a clear road map for strong and effective regulation throughout Australia.

TAA spearheaded efforts to deliver effective regulations through this inquiry and we commend the committee for their comprehensive investigation of this issue.

Once implemented, the recommendations of the report will establish a clear and effective pathway for hosted and non-hosted private accommodation providers to seek registration and licensing on a similar basis to legal, legitimate accommodation operators.

TAA will continue fighting the good fight into 2020 and beyond - the efforts of TAA director Bradley Woods and the AHA WA team in securing a more level playing field in WA against unregulated accommodation is evidence of that. www.accomnews.com.au

TAA Report

Live like a local?

Comply like a local Over the past two months, significant progress has been made in addressing the perennial issue plaguing Australia’s licensed accommodation industry - unregulated shortstay accommodation.

There is arguably no bigger existential threat to the hundreds of thousands of jobs which are supported by our domestic accommodation industry than platforms such as Airbnb.

The TAA has long advocated to policy makers at a state and federal level that there are a multitude of problems associated with allowing unregulated competitors to cannibalise lawful businesses - businesses which generate substantial taxation revenue, drive economic growth and create employment opportunities across the country.

International jurisdictions with more experience dealing with Airbnb suffered the negative effects of unregulated shortstay accommodation much sooner than Australia.

Tourism hotspots saw damage to community amenity, the erosion of local character, housing affordability pressures, resentment from local residents, displacement of long-term tenants and traditional accommodation jobs impacted by the overnight explosion of Airbnb.

Cities like Barcelona, Paris, New York and Berlin were among the first to implement measures in response to the rise of unregulated short-stay accommodation. When Airbnb launched in Australia in 2012, very little was done to deliver effective regulation to shortstay accommodation operators who were not burdened with the taxation, regulatory or compliance obligations encountered by traditional accommodation providers.

Fast forward to 2019 and there is www.accomnews.com.au

Michael Johnson, CEO, Tourism Accommodation Australia a substantial change underway, with several jurisdictions proposing or implementing significant regulations which will have a major impact on short-stay accommodation providers and online platforms. The momentum to regulate is building.

In June 2019, Tasmania introduced the Short Stay Accommodation Act 2019 (the SSA Act), containing a number of provisions to assist in the regulation of short-stay accommodation, most notably the introduction of measures for collecting information by establishing a data-sharing model with booking platforms and the inability for hosts to list on booking platforms until handing over proof of registration.

At the time, the SSA Act was a result of the hard work of the Tasmanian branch of the Australian Hotels Association and represented the most robust legislation in Australia, setting a precedent for what a firm regulatory model may look like.

Recently, the New South Wales government released a discussion paper proposing a number of amendments to its existing framework, including the potential introduction of a new industry-led property register.

The review represents a prevailing industry sentiment that the framework introduced in 2018 is not robust enough to tackle issues caused by shortstay accommodation and firmer regulation is more appropriate.

Soon after, a Western Australian

There is arguably no bigger existential threat to the hundreds of thousands of jobs which are supported by our domestic accommodation industry than platforms such as Airbnb.

Parliamentary Committee returned fire. After almost a year of thorough examination, the Economics and Industry Standing Committee’s final report was released, containing the strongest and most effective proposed regulations of any Australian jurisdiction.

The report contains recommendations to: •

Implement a mandatory state-wide registration scheme

•

Require online platforms such as Airbnb to display a valid registration number for short-term rentals

•

Ensure online platforms be required to provide data on all short-term rental properties listed in Western Australia to the government agency with primary responsibility for the registration scheme

•

Establish an information sharing mechanism between state and local government authorities

•

Set and impose penalties for non-compliance

•

Manage complaints about short-term rentals

•

Enforce compliance with local government controls

The WA branch of the Australian Hotels Association spearheaded efforts to have the parliament commence the inquiry and played a pivotal role in having industry explain to committee members the impact the

INDUSTRY

unregulated providers were having on local businesses and the many jobs they help support.

The federal government is also taking action to address the prevalence of tax avoidance in the sharing economy. In January 2019, federal government Treasury and the Black Economy Division released a consultation paper into creating a sharing economy reporting regime.

The ATO announced in August last year it would commence collecting data from online accommodation platforms such as Airbnb, Stayz and Expedia. The purpose of this new program is not only to ensure taxpayers abide by their taxation obligations but, importantly, to ensure they are meeting registration, lodgement and reporting responsibilities.

After years of lobbying, advocacy and urging, efforts by the TAA and AHA branches across the country are delivering dividends.

Would we have liked to have seen action earlier? Of course.

One obvious characteristic of peer-to-peer services like Airbnb and Uber is they are far more agile than rigid and sluggish bureaucracies. However, the tide is most certainly turning and as evidenced by the latest policy makers, the majority of our political representatives are aware of the cost of inaction. Politicians have now checked in.

AccomNews - Spring 2019

07

AAoA Report

Tourism 2030 and beyond:

Addressing the regulatory barriers that inhibit growth As we near 2020, governments at both the state and federal level are revisiting their 2020 targets and developing plans for the 2030 year.

During the month we attended Austrade’s Tourism 2030 Roundtable, an opportunity to reflect on what has been achieved and how governments and industry can work together to sustain growth.

Tourism generated $118.80 billion in overnight spend in the year to March 2019. This is at the lower end of the Tourism 2020 growth target of between $115 and $140 billion annually, marking nine consecutive years of expenditure growth. Total visitor spend is now almost $50 billion more than in 2008-09.

Underpinning this growth were targets set around increases in accommodation supply, airline capacity and tourism employment. Tourism Research Australia tracking shows that the upper bound target for supply has been significantly exceeded with 34,474 additional rooms achieved across eight capital cities, Gold Coast and Far North Queensland as at June 2018. This growth accounted for 72 percent of total new rooms in Australia.

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AccomNews - Spring 2019

in Tasmania last year, to the WA Economics and Industry Standing Committee earlier this year and in our various submissions to the NSW government inquiry over the past four years. In particular we have emphasised the need for registration to protect the safety and security of guests and provide transparency of short-term rental accommodation supply.

Dean Long,

The association therefore welcomes both the announcement in July this year of the introduction of host registration in Tasmania, the continued NSW government consultation seeking input into a proposed registration system and the recent release of the WA Economics and Industry Standing Committee final report into shortterm rental accommodation.

CEO, Accommodation Association of Australia

In planning beyond 2030, the association is committed to supporting the sustainable growth of the accommodation sector through a balanced approach to supply, demand and infrastructure and by addressing the regulatory barriers that inhibit growth.

One of the industry’s biggest issues for the past few years has been the growth of unregulated accommodation, with state governments around Australia moving slowly to recognise that there is a need to introduce regulation to both level the playing field and to address the negative economic and social impacts of short-term rental accommodation.

The WA parliamentary report clearly recognises and highlights the regulatory imbalance that currently exists between shortterm accommodation and shortterm rental accommodation. In recognition of the complexity of the issue, the committee has recommended the appointment of an interdepartmental working group to co-ordinate a whole-ofgovernment response for shortterm rental accommodation.

This point was made in our submission to the Legislative Council Select Committee inquiry into short-stay accommodation

Significantly, the committee recommendations included the development of a mandatory state-wide registration scheme,

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however it falls short of addressing the issues around safety and amenity, with the burden largely falling on local government authorities to ensure compliance.

In our response this month to the proposed NSW shortterm rental accommodation regulatory framework, the association has provided input that reinforces the need for a reduction in the caps on nights to 90; supports the additional fire safety and evacuation controls, and advocates for a neutral, independent registration system.

We recommended that this set of measures needs to be supported by fines on both hosts and platforms for non-compliance.

Ultimately, we are seeking a strong and consistent regulatory framework in each state, underpinned by a mandatory registration system, a code of conduct reinforcing visitor protection measures, planning laws that differentiate between short term accommodation and short-term rental accommodation and fines for non-compliance.

The association continues to work with state governments to provide input to this framework to ensure that the safety of visitors is protected and that confidence in the investment and operation of regulated short-term accommodation is maintained.

www.accomnews.com.au

With the unfortunate circumstances surrounding the closure of Thomas Cook Travel there has been much water cooler and media talk around whether this is the death knell for the travel agent.

The reality of it is that I think there will be some secondary and quite savage impacts on different markets around the world, where both small and large businesses in Europe and North Africa rely on this type British travel package market.

The people affected are travelling essentially on package holidays to find some sunshine and they would be going en masse to these locations.

There are also the 21,000 staff who have up to this point been employed by Thomas Cook. For them the doors of the business have now been shut and my heart does go out to them and their families.

community in which they operate, employing over 30,000 Australians and contributing over $28 billion annually to the economy.

•

Margy Osmond, CEO, Tourism and Transport Forum

understand that the structure of Australian travel agents is quite different compared to what we see with Thomas Cook, and that means the likelihood of something like a collapse happening here in Australia is remote.

•

•

The sky is not falling here in Australia.

The Australian travel agent industry is very strong, it’s debtfree and it’s a very different model to other parts of the world.

There are many Australians travelling overseas who still head to their travel agents.

In terms of the current situation there is no real impact on Australian travellers as Thomas Cook has not operated here for some time.

Here are a few quick facts from the Australian Federation of Travel Agents (AFTA) about how the Australian travel agent industry is going.

Regarding the impact here in Australia it is important to

•

Travel agencies are a major employer within the

•

It’s worth noting that there are currently more travel agent locations throughout Australia than there are Australia Post office outlets, and the continued consumer demand for travel agent expertise should not be underestimated.

In 2019, there are over 2,800 ATAS accredited locations throughout Australia, representing close to 1,400 Australian businesses.

In 2018 Australians spent over $42 billion on international travel, representing the largest import sector of the Australian economy and maintaining this position for over ten years.

The Australian travel sector experienced YoY growth over the past five years.

•

AFTA also conducted market research in 2018 which concluded that:

•

Over 70 percent of all international departures are booked through a travel agent; and

•

Of those who book through

a travel agent, 85 percent will actively seek an ATAS accredited travel agent Let’s talk about the consumers and what they want.

TFF Report

The sky is not falling What the consumer wants is human interaction and they want to know they are getting the best bang for their buck.

They want to know they’re not missing something, and even though they can search through a myriad of travel websites, they want to know if they are getting the best deal??

As anyone who has travelled from Australia knows, stopovers, layovers, connecting flights and complex itineraries are part of the process and having their travel agent there to assist it not only time saving, but also less stressful.

It’s all about the consumer’s holiday, whether it’s an annual holiday or the trip of a lifetime.

Why do people take vacations?

To take a break from work.

Reconnect with family. A romantic getaway. To visit a destination that they have always wanted to visit.

And quite often it is the travel agent that is helping to tick all of the above.

I think it’s quite clear that the sky is not falling.

Partnership to support heart health The partnership includes a number of exciting initiatives around heart health as well as collaborative partnerships with the likes of Monash University, and new opportunities to undertake marketing campaigns.

In June this year, the federal government announced a caravan park defibrillator subsidy scheme aiming to install 1000 www.accomnews.com.au

While many defibrillator suppliers have made contact since the announcement of the subsidy, DefibsPlus have been one of the few suppliers who have looked at a relationship beyond the term of the funding, following on from their previous commitment to industry when no funding was on the table.

Stuart Lamont, CEO, Caravan Industry Association of Australia

defibrillators within caravan parks around the country, with this partnership extending beyond the simple installation and supply of defibrillators.

Louise Dawson and the team at DefibsPlus have been long-term supporters of the Australian caravanning industry, regularly displaying their products at various industry events, while providing invaluable information relating to good heart health for industry businesses.

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They have always selflessly assisted caravan operators and I have found them to be creative in identifying solutions for industry so that access to defibrillators is provided efficiently and economically.

The Caravan Park Defibrillator Subsidy Program was announced by the federal government in April 2019 to encourage operators to install these devices to help save the lives of those people experiencing a sudden cardiac arrest. The funding of $1 million from the government will match dollar to dollar up to $1000 per unit (excluding GST) purchased by an operator.

AccomNews - Spring 2019

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CIAA Report

Caravan Industry Association of Australia is pleased to officially announce a new partnership with DefibsPlus.

ATEC Report

Why Australia must up its game on visas The government recently released its Tourism Forecast 2019, the first time the industry’s short and long-term outlook has been updated in two years. The numbers show a promising future for tourism with a growing percentage of tourism income coming from the inbound sector.

Some of the key forecasts for the inbound market indicate international visitors will grow by more than five million but, more importantly, their spend will double to $94.9 billion, with a 32.8 percent increase in average visitor spend from $4,881 to $6,484 by 2028/29.

While our traditional markets (UK, US & NZ) will remain relevant for Australian tourism exporters, Asian visitors will continue to grow markedly, accounting for more than 50 percent of inbound visitation in two years, spurred on by China and emerging markets like India, Indonesia and Malaysia.

The challenge these emerging markets bring to our industry is not only in our tourism businesses building their capacity to service the individual

Around the country each year, over 11 million Australians undertake a caravan and camping trip, with over 90 percent of these trips occurring in regional Australia. According to the Heart Foundation, over 40 percent of these people are considered a significant risk of a heart attack as they are aged over 55 years, have a low income and are located in regional Australia. This is in addition to the potential for incidents to occur with children around pools and roads.

Research shows that if a person is defibrillated within the first minute of collapse, the victim’s chances for survival are close to

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AccomNews - Spring 2019

“…We seem to be putting up barriers to travel to Australia, rather than creating a ‘frictionless’ and welcoming visa application and approvals process.”

Peter Shelley, Managing Director, Australian Tourism Export Council

expectations of these markets once they arrive in Australia, but in making Australia an attractive choice in the first place.

As an industry association that is directly connected to the frontline of our inbound industry, ATEC regularly hears about the barriers to success and one of the most pressing and enduring concerns is our visa system. We consistently hear how visitors, particularly those from India, China and other emerging markets, face long visa processing wait times along with antiquated requirements for detailed information like bank account details and family documentation.

What is clear is that in many of our emerging markets those same countries which are flagged to become our

leading growth markets in the next few years - we seem to be putting up barriers to travel to Australia, rather than creating a ‘frictionless’ and welcoming visa application and approvals process.

When securing an Australian tourist visa takes over a month and requires a person to produce extensive personal information including, it’s easy to see why a professional, affluent Indian visitor might find another more convenient destination to spend their holiday in.

While Australia offers an exceptional and unique visitor experience, we need to ensure we also offer a modern visa system which delivers best practice within the global marketplace. That’s why ATEC called for a visa benchmarking

“Research shows that if a person is defibrillated within the first minute of collapse, the victim’s chances for survival are close to 90 percent.”

90 percent. For every minute that defibrillation is delayed, survival decreases by seven percent to ten percent. In regional centres of Australia, average call out time for an ambulance varies between 15 to 30 minutes.

In regional Australia, the caravan park is often centre to the community and one of the few businesses that is accessible 24 hours a day, seven days a week in the event of required access to a defibrillator. Although there has been an increased supply of defibs

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survey - which became an election commitment of the federal government - to compare our tourism visa policies against key competing destinations.

This survey, which we hope to see commence before the end of this year, should compare, analyse and suggest improvements to the length of application forms, language specific applications, fees and costs including sourcing secondary documentation, options for small group and family visas, multiple entry visas, processing efficiency and importantly approval timelines.

If we want to remain competitive as an international tourism destination, we need to up our game on visas!

into sporting clubs, these venues are only accessible when sports are being played. As such, caravan parks can play an important role in supporting a local community’s health service. Across the country there are 1300 caravan parks with 40 sites and cabins or more which represents a footprint to provide a regional network of defibrillators for community members, park residents and visitors travelling through.

If you have any questions regarding the subsidy, please visit https://www.caravanindustry. com.au/defib-subsidy-overview or contact us at defibs@ caravanindustry.com.au. www.accomnews.com.au

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Simple by design – Guest can download the app from the stores, login and manage their own stay experience.

Altitude SelfService Kiosk Instant self-service check in,

key request and check out all on a tablet. The kiosk app offers hotels versatility, providing your guests with a seamless experience that is tailored to your specific requirements direct room upgrades and extras create a new direct revenue stream.

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AccomNews - Spring 2019

11

What keeps your guests

up at night?

Being on vacation might be an opportunity for your guests to sleep in and catch up on their sleep deficit that plagues modern living or maybe a business trip affords the business traveller to experience sleep away from distractions of everyday life and go to bed at a reasonable time (or not) and actually experience the quality of sleep they should be enjoying at home.

We now know more about sleep than ever before and understand that a good night sleep is more important to our health and wellbeing than exercise and diet. Over time, poor sleep can have serious effects on our health, such as increased blood pressure, heart disease, diabetes and anxiety, at the very least a poor night’s sleep can leave us and your guests grumpy and irritable affecting their overall vacation and hotel experience.

When it comes to hotels, poor quality sleep is often the lasting impression your guests have of your hotel and impacts their consideration for their next hotel stay.

In fact, a recent survey of hotel patrons disclosed that a fresh, clean and comfortable

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AccomNews - Spring 2019

environment was more important than the services or amenities provided. What’s more you are creating an environment conducive to a great night’s sleep.

A clean, fresh and comfortable environment is a basic human need we take for granted and when your delivering on this promise it largely goes unnoticed but fail to deliver and the whole world will know about it, thanks to the advent of hotel reviews and social media.

Kanishka Rathore, Commercial Manager for Sleep Corp® says “A hotel room can provide an education in how a bedroom environment should be prepared for great night’s sleep and waking up refreshed and energised is crucial to a positive guest experience.”

keep you up at night; 3.

4.

A good mattress provides night long comfort and support but every guest is different, just ask Goldilocks, make sure you can provide topper pads to adjust the comfort so it’s just right.

5.

Mattress protectors don’t just protect your investment in the mattress, they protect your guests from the effects of dust, dust mites and bacteria living in the mattress, Yuck! With over 20% of Australians and New Zealanders suffering from allergies and asthma a clean fresh sleeping environment is paramount.

Sleep Corp’s tips for a hotel room for better sleep are: ®

1.

2.

The room should be quiet; today most hotel rooms are fitted out with sound proof walls and windows, if only my house was equipped to block out the neighbour’s dog from barking at 5am; The room should be dark, most hotels have block out curtains, there’s nothing worse than trying to overcome jetlag when the neon lights of the diner across the road

How many homes have the luxury of their own thermostat in the bedroom?

By adjusting room temperature to around 18-20 Celsius guests can fall asleep more quickly. Also consider thermal regulating accessories such as mattress protectors and quilt covers.

6.

7.

Pillows are personal, make sure you provide a choice of heights to suit different body types and make sure they’re waterproof and wipe clean for guest health and safety.

Even the cleanest hotels are not immune to bed bugs, hitching a ride with travellers these critters can cause guest hysteria. Bug Lock

MANAGEMENT

encasements protect your assets and provide early bug detection for housekeepers.

Sleep Corp® COO, Paul Blewett added “Our Freshotel™ range has been designed to offer long lasting durability, a healthy sleep zone and peace of mind comfort to complete the guest experience.

Included in Sleep Corp’s® Freshotel™ range is the market leading Protect-A-Bed® protectors and Bug-Lock® encasements designed to provide superior hypoallergenic, breathable and whisper quiet stain prevention.

The Moonshadow® range of bedding accessories offers cotton-rich fabrics for natural comfort with commercial durability and utilising Fresche® anti-microbial for healthy sleep.

About SleepCorp® SleepCorp is a wholly Australian owned family business and leading manufacturer of quality bedding accessories with manufacturing facilities in Australia and China.

Inventor of the waterproof mattress protector and manufacturer of the world’s number one brand, Protect-ABed is now in 49 countries.

Driven by their mantra that if you Sleep Well, you Live Well, SleepCorp combines their knowledge in textile technology with only the finest materials to help create the perfect sleep environment. www.accomnews.com.au

A COMFORTABLE, CLEAN, FRESH AND HEALTHY BED SHOULD BE THE LEAST OF YOUR GUESTS’ CONCERNS. Bed pictured is equipped with:

Freshotel™’s new commercial range has everything to create the perfect sleeping environment. Protect-A-Bed® protectors and Bug-Lock® encasements are designed to provide superior hypoallergenic, breathable and whisper quiet stain prevention.

The Moonshadow® range of bedding accessories offers cotton-rich fabrics for natural comfort with commercial durability and utilising Fresche® anti-microbial for healthy sleep.

Contact Kanishka Rathore on 0455 902 688 for more information.

General Enquiries: 1300 857 123 | www.sleepcorp.com.au National Office: 5–9 Cleeland Road, Oakleigh South VIC 3167

• • • • •

Buglock® Fully Encased Premiere Fresh Mattress Protector StayFresh™ Pillows Executive Fresh Pillow Protectors Drifter Quilt Protector and Cover

• • •

Ultra Topper Resort Sheet Set All Season Quilt

The power of partnering

with a recognised brand

Image: © peterschreiber.media – stock.adobe.com

By Kate Jackson, Editor

Humans have an innate desire to collaborate.

Most of us enjoy the positives of connecting with our fellow beings – the shared experience, the feeling of being part of something meaningful – whether it’s through a book club, rugby team or chamber of commerce.

Being part of a chain means operators have a network of other operators they can connect with - and those connections cannot be underestimated.

It’s the desire for shared experience that drives many of us to seek out connections as hoteliers and moteliers. In an industry full of single entities, all pushing to make headway in a competitive market, working together can be a powerful way to advance business and create a sense of wellbeing.

as Quest to a network of moteliers such as Budget or Golden Chain, provide a support system for tackling issues from OTA interactions to run-ins with guests.

You don’t feel like a lone wolf when you’re backed by a pack which offers ongoing support, a wealth of collective industry knowledge and the tools to help you sell your accommodation.

The management tiers that come with chains from franchise operators such

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AccomNews - Spring 2019

Being part of a chain means operators have a network of other operators they can connect with - and those connections cannot be underestimated. Talking through issues, garnering tips or just venting to someone who understands are all very human needs which can help ease the path for accom managers.

Loyalty The loyalty benefits of partnering with a recognised chain are clear - as part of a network you enjoy access to benefits offered exclusively to guests of the brand, but also to a much wider community of other businesses.

Loyalty networks incentivise guests to stick with a brand and create repeat business across the group. A loyalty program is almost a pre-requisite for any property looking to attract those travelling for work in 2019,

MANAGEMENT

and accruing points means those business travellers are far more likely to rebook directly and return with their families.

Property management Loyalty is just one of myriad benefits gained by being part of a network’s property management system.

While any quality modern PMS system interfaces with channel management systems, central reservation systems and revenue systems to allow seamless delivery of services, systems employed by networks generally offer enhanced connectivity and functionality.

A cross-group property management system, for example, can facilitate the creation and cross-sell of marketing campaigns across all platforms, encourages guests to book with any of a network’s properties.

And then there’s the flow-on effect of fellow group operators creating such a memorable experience for guests that it convinces them to book again www.accomnews.com.au

such as demands by Expedia for all Australian properties to overhaul their gas heaters or a banking group’s handling of merchant facility refunds.

While one motel operator may be tearing their hair out over an OTA’s refusal to delist them from a booking site, a collective wields much greater power to force change.

under the same brand umbrella.

The cross-pollination of guests is especially helpful for those in competitive markets, where guests are likely to ‘go with what they know’.

Marketing Accommodation networks often have successful strategies in place for increasing direct bookings.

They tend to draw from a bigger pot of resources to experiment with advertising campaigns and techniques.

While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, most people tend to know that big brands offer free wifi or complimentary items to whoever books direct.

The hurdles are greater when you are going it alone because social media savvy and marketing ingenuity are not things that can always be grown organically, they cost money. Those choosing to join a network often do so because it provides greater access to marketing and booking networks with an extensive reach.

Outside of a property’s own sales pitch, a network brand provides an overarching set of expectations for guests which help market its individual members. One prominent motel chain, for example, describes its properties as providing time-honoured value-for-money, familystyle hospitality, stressing that its profits go back into “supporting a business which

Image: © oatawa – stock.adobe.com

Members are also more likely to flag an issue sooner and see it taken on by a network manager with the time and expertise to deal with it quickly and effectively.

Expectations

“While one motel operator may be tearing their hair out over an OTA’s refusal to delist them from a booking site, a collective wields much greater power to force change.”

supports Australians and has Australia’s interests at heart”.

Collective power While the direct booking movement is gaining some momentum, Booking.com and Expedia retain their stranglehold on internet bookings Australia-wide.

All the signs are that those OTA monoliths will fight hard to maintain their market dominance.

Having said that, it doesn’t take much to realise that losing the business of a company with numerous properties is going to matter more to an OTA than the loss of a small boutique hotel. Big groups with several members have greater power to negotiate lower commissions on behalf of their members than Joe Bloggs standing alone.

Networks also provide a collaborative approach to issues raised by members -

For franchisees who choose to become a member of a group, guest expectations are preordained and pre-managed.

The very specific standards owners sign up to ensure those guest expectations should always be met.

Similarly, independent operators joining motel and hotel networks are required to meet a set of criteria to ensure consistent quality within the remit of a brand.

Chains that have worked for years to establish a reputation are protective of those consistent standards and brand markers - such as safety, cleanliness, comfort and family-friendly service across the three to four-star level.

Networks will often support guest expectations that are difficult for members to deliver - helping with arrangements for free wifi delivery, for example.

Image: © Jörg Rofeld – stock.adobe.com

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MANAGEMENT

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What are the ‘givens’ guests expect in accom?

By STAAH

Some aspects of the guest experience are timeless. Travellers tend to expect, among many other things, cleanliness, complimentary shampoo, proximity to business meetings or key attractions, and a great view.

But with emerging technologies and evolving guest needs, hotels are having to play catch up to stay current with guest needs.

When booking a hotel room, guests have expectations that are determined by various factors such as the images of your property that are on the web, reviews that other guests have left you, the descriptions you have, etc. All you have to do is manage, and eventually exceed these expectations and guest satisfaction is guaranteed. Here are some things that guests now expect to be available to them when they visit your property.

Instant connectivity After price and location, this may very well be the most important factor in a guest’s decision to book with you specifically. Many guests have said they would give up some amenities for better connectivity during their stay at their accommodation.

For many guests, wifi is a necessity, not a privilege, and they laugh at the suggestion that they should have to pay for a service the coffee shop down the street is offering for free.

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For many guests, wifi is a necessity, not a privilege, and they laugh at the suggestion that they should have to pay for a service the coffee shop down the street is offering for free Mobile check-ins and digital keys With the theme of instant connectivity comes mobile check-ins and digital keys for rooms. Boarding passes, event tickets and reservations can all be loaded onto smartphones, so there’s no reason why you shouldn’t be able to check into your room on your mobile device either. This saves the guest time and allows them for a quick and easy check-in service at their own pace.

Simply check-in online, receive your room number through a confirmation email or text and head for that room when you get there. It couldn’t be any easier and is a great way to save time.

Fast and easy-to-use booking system These days, this really goes without saying. This is the direct place where decisions are made for guests. They either book with you or they don’t.

Having a sufficient and easyto-use online booking system makes all the difference.

Sustainability Guests are becoming increasingly environmentally conscious so they automatically expect

accommodation to be the same. If you haven’t already, it is important that you highlight your eco-friendly initiatives such as waste reduction and recycling programs, renewable energy and water-saving initiatives, use of local and organic produce, or the availability of electric car recharging stations. This will provide your guests with the comfort and knowledge that you too are doing your part to be eco-friendlier and sustainable where you can.

A personal connection I don’t know about you, but when I travel and stay somewhere, I still like to feel like I am at home (minus the everyday hustle and bustle of course!) But the feeling of being looked after and an added personal touch.

While true that great service has always been a fundamental part of hospitality, technology has replaced some of the services guests once took for granted. Automation is driving more self-service – including

mobile check-in and checkout – but fundamentally, guests still want hotel staff to take care of them in some regards.

Guests don’t want to just feel like any other guest that’s stopping in the hotel for a night and then forgotten about in the morning.

A personalised, tailored service is always expected by the guest and is a great way of keeping them 100 percent satisfied. Ways to do this could be a welcome note upon arrival, or a valet service. Some hotels are even getting mobile savvy and using ‘push notifications’ to use as reminders to guests such as: ‘Your massage is booked for 2pm today Mrs James’. Keep it personal and savvy, one step ahead of the guest!

If you can meet and surpass all of the main guest expectations, then you’re well on your way to satisfying your customers and hopefully turning them into loyal brand advocates. Your customers should always come first and you should always strive to go above and beyond to ensure that they enjoy their stay.

STAAH is a New Zealand company which has been helping accommodation operators understand, control and grow their businesses since 2008 and currently works with more than 9000 properties in over 90-plus countries.

MANAGEMENT

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Winning the fight against fake reviews:

How TripAdvisor tackles fraud In this article, TripAdvisor’s Senior Director of Trust and Safety, Becky Foley, explains how the world’s largest travel guidance platform deals with fake, biased and unfair reviews.

When TripAdvisor first launched almost 20 years ago, nobody could have imagined just how large a community it would become. Today, millions of people visit TripAdvisor each month relying on more than 795 million traveller reviews and opinions to help them plan their next trip.

Creating a platform for travellers to share their experiences has created huge benefits for the tourism industry - consumers and businesses alike. Reviews, when honest and unbiased, give businesses - both big and small - access to valuable insights, and a powerful marketing tool to attract new customers from across the globe.

On the flipside, fake, biased or unfair reviews can be incredibly frustrating for those trying to do the right thing by their customers.

Ensuring the content on our platform is reliable is our first priority. Unfortunately, we see a lot of misinformation about the authenticity of review content and the scale of fraud on our platform. In reality, only a small fraction of reviews submitted in 2018 - 2.1% of 66 million - were found to be fraudulent, the majority of which were caught before they were made public.

We know we still have work to do. But we’re committed to fighting hard against all types of fraud - and we believe that no other review platform does more to protect the integrity of their content than TripAdvisor.

THE ANATOMY OF AN ‘UNFAIR’ REVIEW Over the past 20 years, TripAdvisor has developed an industry-leading content moderation process to maintain the integrity of the millions of reviews and opinions on our www.accomnews.com.au

platform. When discussing unfair reviews, there are, broadly speaking, two scenarios: Fake review - A review submitted by someone who is either biased or did not have a personal experience with the business they are reviewing.

We consider there to be three types of fake reviews: •

Biased positive reviews for example, a favourable review submission by an employee

•

Biased negative reviews - for example, an intentionally damaging review submission by a competitor

•

Paid reviews - a positive review that a business has purchased in an attempt to increase their ranking

Contested review - A review submitted by someone who did have a personal experience with the business (and is not biased by having a connection with the business), but what their review describes is disputed by the business

FIGHTING FAKE REVIEWS Using a sophisticated and multi-layered approach, we work extremely hard to block all forms of fake reviews from the site.

To do this, first, we have a set

of posting guidelines that all reviews must adhere to. To enforce these guidelines, we use a combination of smart technology and a dedicated team of expert moderators.

Before a review is posted to the site, it goes through hundreds of automatic checks. This tracking system will either allow a review to be posted, block a review from being posted, or send a notification to our moderation team for human analysis if it suspects the review may be fake. In instances where a paid review - which is one type of fake review - is detected, a business may be subject to a penalty ranking, which is a reduction of a property’s position within the popularity or traveller ranking onsite.

TripAdvisor also reprimands websites who create and distribute paid reviews, having stopped the activity of more than 100 websites responsible for paid reviews since 2015.

CONTESTING REVIEWS Only 1% of reviews on our site are contested once posted - a testament to the effectiveness of our content moderation system. However, if you are concerned a particular review is an unfair portrayal of your business, we encourage you to report it via the TripAdvisor

MANAGEMENT

Management Centre. The evaluation of a contested review is a very important task, and one we try to handle as sensitively and as fairly as possible.

While we believe every traveller has a right to express their opinion, it is important to us that businesses have an opportunity to have their say.

If our moderation team concludes that a review meets our guidelines, it will remain posted. In these circumstances, there are still a number of steps you can take to lessen the impact of a Contested Review, including posting a response that gives your side of the story.

Last year, nearly half (43%) of all contested reviews were removed from the site following evaluation by our moderation team.

To find out more about our content moderation process and the steps you can take to contest a review, head to https://www.tripadvisor.com.au/ TripAdvisorInsights/w3680.

AccomNews - Spring 2019

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Why validation matters when guests complain When apologising for a mishap during a guest’s stay, it’s important to be sincere and provide validation.

As a frequent business traveller, I encounter my share of gaps in service that I need to bring to the attention of the staff of hotels, airlines and rental car providers.

On top of that, my ears are always open to listen in on what the frontline service providers say to my fellow travellers.

In just about all of these conversations, I hear the service provider offering to 'fix' the problem or resolve the issue.

Most of the time they also throw in an apology, and sometimes it even sounds sincere.

Yet what I very rarely hear being said, which is actually the most important component of service recovery, is a statement that provides validation for the guest’s emotional distress that was caused by the shortcoming.

resolve the problem, although there is a tendency to remind guests that they themselves caused the problem.

What’s usually missing is the most important component of service recovery, which is to provide validation for the guest’s emotional distress.

Doug Kennedy, President, Kennedy Training Network

Guest: “I just walked all the way to my room and when I got there my key didn’t work!”

Front desk: “Sorry about that.

Let me get you another one.

By the way, don’t put it by your cell phone next time.”

As the hotel shuttle van pulls up, an arriving guest looks visibly irritated staring at a watch.

Guest: “They said you would be here in 10 minutes! I’ve been waiting half an hour now.”

Here are some typical examples:

Driver: “Sorry, they forgot to tell me you were here.

I’ll take you right now.”

A guest approaches the desk, and their facial expression is showing they are irritated.

From what I observe, most staff these days are well trained on the need to apologise and to

For years now, 'how to handle guest complaints' training models have mentioned empathy, which is represented by the 'E' in the acronyms for HEAT and LEARN; two of the most common models.

However, I rarely hear statements of empathy actually being used with guests.

Perhaps this is because we have not trained the staff on the reason why we need to show empathy, which is to satisfy the distinctly human need for emotional 'validation'. Dogs don’t need it, cats don’t need it; horses, cows and reptiles don’t need validation, but us humans? We have a deeply rooted need for emotional validation. Anyone who has ever read articles on interpersonal relationships, attended marriage counselling, or read a book on the parenting of teenagers has heard this term before.

In this context, validation is best defined as: “The affirmation or recognition that a person’s feelings and behaviours are understandable or worthwhile.”

In the hotel business, as in our everyday lives, we can provide validation simply by saying, “I understand how you feel, and I can imagine how frustrating (or disappointing or challenging) that would be.”

When said with sincerity to a hotel guest, most will respond by saying something such as, “well, I know it’s not your fault, and you’re being very kind actually, but…”

This validating statement can be said when guests experience a problem caused by the hotel, but it also works really well when they are frustrated by something completely out of our control such as weather, traffic or flight delays.

After using this statement of empathy, it’s of course still important to continue to apologize and offer a choice of resolutions to the extent possible. By providing validation we are able to relate to the guest on a humanistic level and provide for their emotional wellbeing. It has been said that when it comes to our emotional needs, we are all just a 4-year-old child trapped in a 24-, 40- or 64-year-old body!

Statements of validation can diffuse angry guests, but they can also be used to make an emotional connection with guests during all types of conversations throughout their stay.

For example, when guests share that their reason for travelling to your town might be more sombre than celebratory.

Image: © Mangostar – stock.adobe.com

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MANAGEMENT

So when it’s time for your next monthly meeting or pre-shift line-up, add a discussion on the concept of adding statements of validation to those apologies that are already being routinely offered.

Originally published at HotelNewsNow

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Commercial Sleepeezee is renowned for providing superior products at the most competitive prices.

Quality, Integrity, and Years of Research & Development allow Sleepeezee to provide a truly unique offering to the commercial market.

Value & Flexibility To learn more about Sleepeezee’s commercial range contact us on 1300 409 409

Nightcap Hotels: Fresh. Exciting. Personable Nightcap at Caringbah Hotel Bistro. Image supplied.

By Mandy Clarke, Industry Reporter

underway and is on track to become one of the largest brands across Australia. The next wave of properties to become Nightcap hotels are: Nightcap at Springwood Hotel in Brisbane, Nightcap at Wintersun Hotel in Geraldton, Nightcap at Riverside in Launceston, and Nightcap at The Watermark, Glenelg in Adelaide.

Launched in May 2018 by ALH Group, a market leader in Australian hospitality, Nightcap Hotels is a provider of quality accommodation across Australia with a distinct focus on uniqueness and affordability.

The brand aims to provide guests with a niche contemporary experience in CBD, suburban and regional environments, whether their needs are business or pleasure related.

Filled with personality, Nightcap Hotels offer incredible value for money, along with great quality, consistency and comfort. With the tagline “Eat, Drink, Play, Stay”, Nightcap Hotels offers guests bistros, bars, live entertainment and an unmistakable laidback Aussie atmosphere.

Nightcap at Exeter Hotel. Image supplied.

2019 - the Nightcap recap...

AccomNews happily reports that since our last catch-up with Nightcap Hotels, the group’s success has continued to soar, with 50 properties now open!

This explosive expansion is accredited to an enthusiastic consumer demand for this particular style of affordable and

Nightcap Hotel bistro. Image supplied.

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AccomNews - Spring 2019

contemporary accommodation, located in popular suburban and regional spots across Australia. With 90 percent of the brand’s growth coming from their existing properties, the remainder is made up of various acquisitions and the re-opening of hotel accommodation and areas previously out of use.

The group has multiple projects

Nightcap at Archer Hotel. Image supplied.

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Brett Salter, the national accommodation manager for Nightcap Hotels, proudly told us: “The industry continues to see substantial growth and development in the upscale segment, and I’m pleased to introduce a new brand like no other within the economy and midscale sector.

“Our strategy is to refurbish and re-brand each of our remaining 60plus sites over the next few years and become one of Australia’s largest hotel brands by number of locations through CBD, suburban and regional destinations”

Nightcap at Seaford Hotel. Image supplied.

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In the last twelve months Nightcap Hotels have renovated and re-opened affordable accommodation like Nightcap at Ocean Beach Hotel, known to locals as simply “The OB”, located on the NSW Central Coast. The hotel is an iconic beachfront, art deco inspired destination that has offered guests affordable, modern accommodation since opening its 15 newly refurbished studio and family rooms.

From dining in the award-winning bistro and catching the latest live sports or live music in the popular public bar, to basking on the best beaches the Central Coast of NSW has to offer, guests love this new Nightcap accommodation experience.

The Nightcap at Exeter Hotel in Semaphore, Adelaide is another beachfront, fabulously refurbished Nightcap accommodation offering.

Already a favourite among locals and visitors, guests can now enjoy the 11 comfortable and contemporary hotel rooms.

Exeter Hotel is a Semaphore historical gem which first welcomed guests in 1879.

During its refurbishment, many

L-R Jackie Laynes, Tenielle Bradshaw, Brett Salter and Sofie Di Donato Image supplied.

features with the use of strong and high-contrast colours. This classic interior scheme was then brought to life with a careful selection of Australian themed artworks, modern furniture and dramatic pendant lighting.”

historical features were not only retained but also celebrated.

The original fireplaces are now an important design feature in the rooms and newspapers dating back to the early 1900s now line the hallways, telling the story of Port Adelaide.

Brett revealed: “It’s been such an amazing experience for the entire team reviving the rooms at the Exeter Hotel Adelaide. We knew how important it was to recognise the rich history of the hotel and its architecture by creating an interior which paid homage to its past.

“Erica Richardson from AF Sourcing was our interior designer, who worked to reinstate heritage

Promises...

All Nightcap hotels offer quality and custom room design with premium Australian made King Koil Bedding, rain showers, speedy wifi and a welcome drink alongside the onsite licensed bars, bistros and restaurants.

However, according to Brett, the Nightcap brand is very different from other hotels.

“Our model is simple - our guests experience some of the key elements one might experience at an expensive CBD hotel that they wouldn’t expect in a pub environment,” he said.

“They include custom designed rooms, our signature King Koil bed, rain showers, a complimentary beverage in our licensed bar and most importantly fast wifi, but guests enjoy all of this at a lower price point.”

The brand’s most recent additions are the Nightcap at The Ranch, in Sydney’s Macquarie Park business precinct and the Nightcap at Excelsior Hotel with 16 rooms in the Northern Suburbs of Melbourne.

Product Spotlight

Nightcap’s sleep experience AH Beard’s group commercial manager, Peter Deveny, talks about the relationship the sleep experience masters have with ALH and Nightcap: “Since 2013, when our relationship with ALH first began, we have enjoyed working with the group to help them deliver a great sleep experience to their guests. Brett Salter’s experience across the hospitality business meant that he had a great understanding of the importance of good beds and that ultimately as a hotelier, you are selling sleep. Since the inception of the Nightcap brand, for which we created a signature bed model, it’s clear that Brett and his team are delivering an accommodation experience that their guests are seeing as great value for money, clean, comfortable and easily accessible.

“Travellers of all types are embracing the concept of the Nightcap brand, with its clear brand guarantees ensuring that they get a great night’s sleep, wherever they choose a Nightcap hotel. Despite the success of the existing model, Brett and his team are always looking to enhance the experience for their guests and we look forward to continuing to work with them on their journey.”

Nightcap at Ocean Beach. Image supplied.

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Shangri-La Hotel, Sydney is distinctively luxurious with commanding views spanning Sydney Harbour Bridge and Sydney Opera House.

With award-winning accommodation and dining it offers hospitality from the heart. The local and global community returns time and time again to experience a sincere and enthusiastic service, and part of this dedication to guests is a serious commitment to sustainable, ethical practice.

Yapa A hotel engineer who prioritises the planet

By Mandy Clarke,

Industry Reporter

The hotel’s director of engineering is the distinguished and inspiring Anura Yapa who was awarded the AHA National Award for Excellence in 2016 and has been a recipient of the HM Hotel Engineer award twice. More recently he was inducted into the Hall of Fame after being named Engineer of the Year for three consecutive years at the Tourism Accommodation Australia (NSW) Awards for Excellence 2018.

For nine years Anura has been the president of the Australian Institute of Hotel Engineering NSW chapter. He was also recently recognised as an honorary fellow of the Australian Institute of Hotel Engineering Inc. for his outstanding contribution to the advancement of the hotel engineering industry.

Benefiting from the wealth of Anura’s engineering experience, the Shangri-La Hotel is leading the way when it comes to energyefficient practice. Described

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PROFILES

Anura Yapa, Director of Engineering, Shangri-La Hotel, Sydney.

Image supplied

as profound, productive and a workaholic by colleagues, Anura brings talent and passion to the hotel’s energysaving initiatives that have been implemented in stages to reduce energy and water consumption and to meet the Shangri-La brand’s ethical and environmental commitments.

Anura told us: “Hotels today have many more opportunities with new and evolving cutting-edge technologies to improve energy efficiency than ever before.

Some of these technologies include energy management control systems (EMS), variable speed drives (VSD), room management control systems, LED lamps and environmentally friendly energy efficient chillers, plus modernised high-speed lifts with latest technology.”

Shangri-La Hotel, Sydney worked alongside Enman Energy and engineering consultants, who upgraded the hotel energy management facilities with these cuttingedge technologies as part of a project to improve energy efficiency and reduce emissions.

AccomNews - Spring 2019

23

saving and water usage, water quality and water conservation and waste management strategies. This includes waste reduction, waste recycling and waste disposal methods in the hospitality industry.

“My personal task is to train passionate young people to fill the gap for much needed technical staff in the hospitality industry. My aim for a training program is to not only ensure recipients receive technological expertise, but also know their environmental responsibilities to make a cleaner planet.”

Targeted software, hardware and services minimise energy consumption in hotel spaces, particularly those with intermittent occupancy.

In common areas and guest rooms, down lighting has also been replaced by innovative, low-power LED down lights.

In 2014 a long-proven chiller plant energy management system, the Enman ‘Enertrol’ proprietary EMS system, was commissioned and has been a significant energy-saver for the hotel.

Completion of another highly efficient chiller project with the same EMS technology is now nearing its completion stage.

With the implementation of EMS control of the chiller plant, the hotel’s NABERS star rating, is expected to improve and this is an enormous achievement for Shangri-La, according to Anura.

Furthermore, Shangri-La Hotel, Sydney is leading the hospitality industry with a series of sustainable initiatives right across the board. It is the first hotel in Sydney to introduce wooden key cards to replace the 52,000 plastic key cards that are thrown away each year. Sourced from well-managed, plentiful, legally harvested and sustainable hardwood forests, these wood and bamboo key cards incorporate an RFID chip, laserengraved logo and instructions, and are lightweight and durable.

packaging and plant-based plastic in the shoulder and cap made mostly from sugarcane, and 54 per cent paper from responsibly harvested trees that contribute to 74 percent fewer harmful emissions than standard plastic bottles.

What’s more, ORCA clean food waste recycling technology was introduced at the hotel, diverting hotel food waste from landfill reducing the release of greenhouse gas, and methane gas. The hotel has also initiated paperless check-in and check-out, and DocuSign to replace internal paperwork.

Anura seeks every opportunity to take advantage of all available resources, gaining government grants for upgrades and equipment, plus NABERS and energy auditing sustainable initiatives. His approach to the environment and sustainability

is innovative and tactful, which benefits both the hotel and the community. He is also a key contributor to the technical working group of the Sustainable Destination Partnership program with the city of Sydney’s Making Sydney a Sustainable Destination, planning for environmental sustainability in the accommodation and entertainment sector.

AccomNews asked what’s next?

Anura replied: “We had been talking about ozone depletion, global warming, climate change, pollution and so on... for the last few decades but unfortunately not enough action was taken by the majority. We acted and recognised how important it is to educate every manager in the hospitality industry. We focus on the issues related to energy

According to Anura the strength of support he has received from the EXCOM team at Shangri-La Hotel Sydney, especially from the general manager, Philippe Kronberg, has been essential to the program’s success. Philippe said: “The hotel is regarded as an early adapter of emerging environmental initiatives that use more renewable resources and less paper, plastic and fossil fuels therefore it sets an impressive industry standard.”

Anura comes across as a proactive, results-orientated team leader who takes time to appreciate his engineering team at Shangri-La and their support.

A firm believer that he is in a position to make a difference in hotel engineering, Anura delivers quality and uniqueness with the support of industry experts and members of his institute AIHE. Our industry and planet are very fortunate to have Anura fighting for their future.

Just Water has also been introduced into the hotel’s club lounge and guest rooms, reducing the use of plastic bottles by 360,000 per year. The carton is 100 percent recyclable, made with 82 percent renewable

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AccomNews - Spring 2019

PROFILES

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Integration integral

to accomplishment Logical Building provided the Shangri La hotel with a Bacnet Building Management System in the mid 2000’s.

Logical specialises in integrating all of a buildings’ information and analytics, including fault detection and diagnostics to drive and recommend intelligent actions.

Recently, Logical Building has been involved in the high level integration of various equipment during several energy upgrade projects at Shangri-La Sydney.

Implementing an integrated building management system From HVAC to lighting to elevators to security, there are many different systems needed for smooth operation. And when these systems work independently and require separate administration, there can be signifcant overhead needed to manage it all. Fortunately,

Logical Building Automation can help. An integrated building management system platform powered by Automated Logic’s WebCTRL® brings your entire building – or chain of hotels – together.

Keeping guests comfortable

The complete information delivery system consolidates a variety of building subsystems including HVAC, lighting, security and fire alarm systems. It manages the common areas – including lobbies, meeting rooms, exercise rooms and more – that operate on known schedules, rather than on unpredictable occupancies.

Comfortable room temperatures and hot water for showers are an important part of the guest experience. With ALC cooling and heating products – from the plant room to the guest room – you can make sure that occupants are comfortable throughout their stay.

With Automated Logic’s WebCTRL® building automation system, a seamless hotel-wide interface puts

Are you ready to see what the perfect balance of comfort and efficiency can do for your property?

As a result, both guest comfort and energy consumption can be managed throughout the entire facility using a single user interface. It’s a smart way to simplify operations, better manage costs and make decisions based on operating data. Your building systems. Your budget. Your future.

Let us help you bring it all together.

Building Data

Performance Maintenance

Analytic data gathering for reports, costs, performance and history.

Ensures suitable backups are in place

High Level System Integration

Automatic Data Backups and Server Management

Including metering, systems, security and controls.

Ensures knowledge is backed up.

Remote Building Optimisation

Identifies the correct trade to address the defect and dispatches them.

Reduces energy consumption and increases efficiency.

BMS Alarm Monitoring Utilise fault detection and diagnostic alarms for reliability.

BMS System Staged Migration Upgrades to existing architecture over a timeframe.

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the control of heating and cooling systems right at your fingertips, ensuring that your guests stay comfortable in every part of the hotel. The powerful platform also allows you to manage energy conservation measures and identify operational problems, ensuring that your comfort systems are running smoothly and efficiently.

First Level Support

Preventative Maintenance Energy Alarms & Peak Demand Management Set load limits for each month to reduce costs.

After Hours Air Conditioning Management Software Client /Tenant activation of AfterHours

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TM

info@logicalbuilding.net www.logicalbuilding.net

AccomNews - Spring 2019

25

ibis Styles East Perth:

Innovative.

Creative.

Unique.

Reimagining Hotel Security

Mobile Access

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With integrated software platforms, as well as advanced Mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing j\Zli`kp Xe[ `dgifm`e^ fg\iXk`feXc \]ÔZ`\eZp%

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AccomNews - Spring 2019

PROFILES

www.accomnews.com.au

By Mandy Clarke, Industry Reporter

The world’s largest high-rise modular hotel, the new ibis Styles East Perth, was launched in September, playing an important role in Perth’s exciting transformation.

Accor, the largest operator of hotels and resorts in Australia, teamed up with Rehawk Property Group to break records and create this outstanding property.

Sticking to the signature distinctive hotel design of ibis Styles hotels, the fresh

and fun economy brand has chosen to embrace the rising modular construction trend with this remarkable new accommodation offering.

Innovative construction techniques were used, resulting in entire rooms being built in modules offsite and constructed like pieces of Lego onsite. This method took half the time of a usual building project, which is another reason why prefab and modular construction is, and will continue to be, a growing part of future strategic construction initiatives. It is a building method perfect for a growing accommodation industry.

Accor Pacific’s chief operating officer, Simon McGrath, told us: “The economy hotel sector is rapidly changing in Australia with our economy hotel product becoming vastly different from where it was even a decade ago. Guests are increasingly sensitive to the aesthetics of a hotel space and to the sensations stirred by design elements: they expect more than just ‘accommodation’. Accor is leading the way in delivering design-lead economy hotel product, ibis Styles East Perth will cater to a growing demand for quality, design and comfort at an affordable price.”

The ibis Styles East Perth adds

252 guest rooms to East Perth’s expanding hotel supply and spans 18 floors, beating the world’s current tallest modular hotel in terms of room numbers offered. It is ideally located near Optus Stadium and a short walk to the WACA, making it the perfect destination for sports and live music fans.

Functionality is at its core, presenting practical, well-designed rooms that welcome a range of guests from business travellers to families. All the guest rooms have been well-appointed digitally, including free wifi, Chrome Cast, USB and HDMI connectivity and USB charging.

Image courtesy of Ibis Styles East Perth

“Sleepmaker congratulates the Ibis Styles East Perth on their opening, and is proud to have supplied Ibis Sweet Beds for their Guestrooms.”

Sleepmaker is proud to be a preferred supplier of Bedding to Accor Hotels.

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

PROFILES

AccomNews - Spring 2019

27

The design focus is quirky and delightfully playful, with every room uniquely styled and brought to life with splashes of vivid colour.

the ricotta gnocchi with pumpkin cream, broad beans, kale and smoked almonds, nasi goreng with pork belly and the Atlantic salmon and brown rice salad.”

Creativity and playfulness are the hallmarks of this comfortable, stylish hotel which perfectly complements the ibis styles brand, but it also exudes its very own unique charm.

What was the most important thing to get right before you opened?

General manager Tom Cykowski told AccomNews: “Ibis Styles East Perth has many unique points of difference above and beyond being the world’s largest modular high-rise hotel. It also offers bunk beds for travelling families (a hotel rarity), an independent restaurant that opens to both guests and the public. The hotel has strong ties to the local community, being involved with a surprise breakfast for corporate partners the East Perth Community Group. Hotel staff have also abseiled the Central Park Skyscraper for Ronald McDonald House Charities WA and are involved with the Magic Coat (programs for children).”

We asked the Tom: what is your personal favourite feature of the hotel?

“That would be Eastside Social - the hotel’s independent bar and restaurant. Eastside Social

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AccomNews - Spring 2019

Product Spotlight

Sweet dreams are made of these Sleepmaker supplied the ibis Sweet Beds to ibis Styles East Perth.

Sleepmaker worked with Accor Hotels to develop the ibis Sweet Bed with specifications for Australasia and it was launched in 2012, with the initial rollout of more than 2000 ibis Sweet Beds as part of the ibis Mega Brands rollout, initially to ibis hotels only. is open from 6.30am to 10pm and highlights the importance of keeping it real with a hefty dose of charm,” he said.

“The menu is bursting with nutritious, wholefood dishes

The Sweet Bed was so well received it was then decided to rollout to all the ibis brands - ibis/ibis Styles/ibis Budget.

With the success of the ibis Sweet Bed, Sleepmaker has supplied over 6000 ibis Sweet Beds to ibis hotel brands across Australia and New Zealand in the past five years.

The ibis Sweet Bed is a great example of exceeding guest expectations with a great night’s sleep and consists of three pieces - a topper, a mattress and a base specially developed for ibis hotels. packed with super foods and soulful flavours. The restaurant offers grab-and-go options alongside dine-in meals for both guests and the public. Some of the favourite menu items include

PROFILES

“The most important thing to get right was making sure guests have the best experience possible. This was done through a soft opening a week prior to the launch for families and friends to iron out any possible issues and to fine tune the hotel’s processes and staffing.”

Finally, what has the reaction been from staff and guests to the hotel?

Tom revealed: “The local East Perth community are ibis Styles East Perth’s biggest fans, with many locals really excited to have a brand-new hotel in East Perth where they can grab a coffee with their friends, work from the public co-working spaces and stay right in the heart of East Perth for a super-affordable price. The ibis Styles East Perth staff love the new product and have been working together as a team to showcase the hotel.”

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NoVacancy cements position as premier showcase

By Kate Jackson, Editor

Organisers National Media are now developing the burgeoning design, interiors and refurbishment section into an expanded hospitality design fair for the May 2020 event.

Some 5000 industry players packed the NoVacancy conference in Sydney this July as Australia’s largest accom expo drew a record crowd.

Richlist hoteliers brushed shoulders with country town moteliers at the free-toenter event as attendance soared to a level 48 percent higher than in 2018 and the exhibition floor sold out.

The expo, named Best Tradeshow under 10,000 sqm at the 2018 Exhibitions and Events Association of Australia national awards, this year included a new ‘matchmaking’ technology platform which allowed

Event director Brad Langton said NoVacancy’s growth had far exceeded expectations.

“To see this kind of growth in only its second year is a reflection of industry strength and reaffirms the need for an event that brings decision-makers, thought leaders and suppliers together,” he said. attendees to pre-plan catch-ups and schedule demonstrations.

art and plant walls to bespoke furniture and artisan bedding.

Exhibitors ranged from software solutions experts to coffee suppliers, uniform designers to amenity providers, with displays ranging from graffiti

Some 234 companies reserved display spots at the accom expo, a 46 percent increase on the previous year, with the majority booked to return in 2020.

“From the moment the doors opened the expo floor was buzzing with energy as visitors discovered products, had deep conversations and made new connections - this carried right through to Thursday afternoon when the expo closed.

Success again for Budget Motel Chain As a result of the success Budget Motel Chain experienced as an exhibitor at the 2018 NoVacancy Expo, we were very excited to not only exhibit again, but also to be a Sponsor at the 2019 NoVacancy Expo!

Budget Motel Chain has been part of the Australian psyche for family road trips, holidays and adventures for more than forty years.

Having the opportunity to showcase our evolution in property standards, marketing ability and as a technology partner at NoVacancy shows our strength in what some may consider a vulnerable time for our industry.

Meeting with other motel operators at NoVacancy and taking the time to hear their thoughts and concerns

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AccomNews - Spring 2019

reminded us how important “strength in numbers” is during times of uncertainty and how inspirational and creative we can be, as a fully Australian owned and operated motel chain, in changing the future for our industry.

Joined by Deb Egan – Budget Motel Chain Vice Chairman, Charlie Loftus – Budget Motel Chain Director, Michelle King – National Membership Manager Accommodation Association of Australia and Leigh Johnston – National Sales Manager Cashflow IT, Margaux Everett – Director of Hyper Hyper Marketing hosted a panel discussion on ‘Strength in Numbers’.

Budget Motel Chain has been part of the Australian psyche for family road trips, holidays and adventures for more than forty years.

This panel discussion provided a forum for other motel operators to hear from our Budget Motel Board on how being part of a bigger chain or network can help protect independent motel operators.

All these topics were

Some of the issues shared were of increasing booking fees, marketing cut through and how to stay up to date with technology; and close to everyone’s mind, how to be smarter with finances and cashflow.

Chain, showcasing

PROFILES

supported by the AAoA who reminded people of their role in making sure the concerns and issues of the accommodation industry were lobbied with the Government.

Overall, 2019 NoVacancy was another very successful event for Budget Motel ourselves to the industry as a modern and progressive chain that is passionate about our members, their guests and the entire accommodation industry

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“The huge success of NoVacancy 2019 is a testament to the passion and the commitment to growth that this thriving industry and the professionals in it have, we’re honoured to be a part of it.”

Among the industry heavyweights attending was Australia’s largest private hotel owner, Jerry Schwartz taking to the stage with Tourism Australia chair Bob East to share their expectations for general managers and accom operators.

Other key figures included Tish Nyar, director of TFE Hotels’ Australasian operations, sharing lessons learned on his journey to hotel leadership, and Jamie Greigo,

Expedia’s director of market management for Australia, wrestling with the thorny issue of future hotel distribution.

Across the event’s four theatres, 45 sessions on everything from ‘dissecting the Airbnb marketing strategy’ to ‘attracting, nurturing and retaining talented staff ’ featured more than 70 speakers.

While it could have been confusing, silo-ing sessions into seven ‘summits’ – titled Hotel Leaders, Small Hotelier and Restaurant Reinvented on July 24 and Hotel Engineering & Maintenance, Hotel Marketing, Revenue & Distribution on July 25 - allowed attendees to tailor their viewing.

An event of this scale has long been missing from the market in Australia and is invaluable to helping accommodation leaders large and small better all parts of their business.”

Design talks ran across both days in a more intimate small-stage setting, and in a NoVacancy first, design firms CHADA, Beazley Group Design + Fitout and Designing Spaces and Places were invited to showcase their three very different visions for a hotel room set up.

of the biggest accom players about the challenges ahead.”

AccomNews was among those with stalls at the ICC Sydney Exhibition Centre event on July 24-25, editor Kate Jackson saying: “NoVacancy is an invaluable way to connect with our industry partners and build new relationships.

“An event of this scale has long been missing from the market in Australia and is invaluable to helping accommodation leaders large and small better all parts of their business,” he said.

“It’s a fantastic way to experience what’s new, get a hands-on appreciation of products and services and hear from some

Among the key industry bodies in attendance was the Accommodation Association of Australia, CEO Dean Long saying the organisation took “great pleasure” in watching NoVacancy grow.

Other accom leaders were equally gushing, View Hotels group revenue manager Matt Camp describing it as “the best accommodation industry event in Australia”.

Discover wall panels that ‘pop’ You can create stunning feature walls in your business, venue or home with 3D wall panels.

The vast design range allows you to express your personality or brand through your choice of pattern, colour and finish.

All our 50+ designs are made from quality Australian made material and we deliver nationwide, so you can have the WOW factor, no matter where you are in Australia.

Popularly used both indoors and outdoors in spaces such as hotel reception areas, lift lobbies, restaurants, reception desk fronts, bedheads, pool surrounds and more.

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Our panels come in various sizes that will make the installation process seamless.

Indoor panels are made from moisture-resistant MDF, can be supplied raw or painted in polyurethane paint, they come in 3 sizes: 2400mm, 2700mm or 3600mm x 1200mm and we can cut them to the sizes you require.

Create a stunning feature wall in your venue with over 50 designs to choose from.

Outdoor panels are made from waterproof polymer and are available in 2400 x 1200mm size in raw finish.

T: 02 9725 4222 E: info@3dwallpanels.com.au

www.3dwallpanels.com.au

Visit our website to view the full design range: www.3dwallpanels.com.au or enquire with us today: 02 9725 4222 or info@3dwallpanels.com.au

Delivered Aus Wide

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AccomNews - Spring 2019

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Benjamin Nesbitt, general manager of SKYE Hotels & Suites, said: “Outstanding, the hospitality industry’s premier event. Immersive discussions, new technologies, great connections – an excellent event for multiple levels of your hotel team.”

focused on design elements for hotel, restaurant, bar, club, spa, casino and venue interiors.

And Executive Apartments Newcastle managing director Graham Turner commented: “Such a useful show. Thought I would only attend the first day but found myself back for a second full day as well.”

He described the new design fair as “an exciting step, bringing together manufacturers of exceptional design elements and the most influential design minds in the hospitality industry for two days of product discovery, education and conversation”.

Planning for next year’s event is now underway, with organisers stressing that the new design fair will still be open and accessible to NoVacancy but will run alongside it as an entity

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AccomNews - Spring 2019

Langton said the team worked for 12 months on “building out an exhibition floor truly reflective of the technologies, solutions and suppliers who can have a positive impact” on accom businesses.

From the moment the doors opened the expo floor was buzzing with energy as visitors discovered products, had deep conversations and made new connections…

NoVacancy and Hospitality Design Fair 2020 will return to ICC Sydney Exhibition Centre at Darling Harbour next May 27-28.

PROFILES

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We want to take you somewhere new To a place you have never been before. A place where you have to surrender to yourself and the feeling of calm euphoria. Leave the everyday world of stress and obligations behind and enter the BODY BIKE UNIVERSE.

Every BODY BIKE is proudly made in Denmark and we’re known within the indoor cycling universe as a high-end brand that designs and manufactures high-end products. These standards have seen a key partnership established with one of the strongest virtual fitness providers in the industry.

We want to do it differently.

We want to go where no one else has gone before. Set new standards for what is doable and what is possible.

Wexer are leaders in enabling fitness anywhere, anytime and our partnership has seen the development and delivery of a very special indoor cycle with a Wexer screen, attached to a BODY BIKE SMART, that can stream indoor cycling workouts anywhere, anytime.

And we want to do it because we can – it’s that simple.

We want to pass on the images that fly around in our heads when we hear the words ‘Indoor Cycling’ or Spin Bike’. We want to show you where our imagination takes us and where creativity knows no bounds. We want to take you to the BODY BIKE Universe in the comfort of your own room.

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That is not where we finish though…

With the screen’s ability to swivel 180°, allowing the screen to face forward of the cycle, the BODY BIKE/Wexer 360° can now display workouts for Yoga, Pilates or even

a High Intensity Interval Training (HIIT) session.

With a foot print of 1m2 and with space a premium, the ability to add real value to a customer’s stay, in a world where in-room and in-gym fitness offerings are influencing accommodation choices, the BODY BIKE/Wexer 360° is a high quality, high performing indoor cycle that is easy to use and will always enhance a space with its looks and functionality.

For the busy corporate traveller.

For the gym member away from home. For the fitness enthusiast. For convenience.

PROFILES

For more information please call on 1300 84 85 55, email tony@body-bike.com.au or visit www.body-bike.com.au

AccomNews - Spring 2019

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Experts in guest comfort Jason Commercial has been supplying the Australian Accommodation Industry with premium quality commercial bedding & linen for over 50 years.

proud of spoiling them. Micro denier is very light weight, and is designed to keep you cosy and warm, ideal for cold climates.

Microloft All Seasons Quilts have the same superior cotton japara cover, with lighter weight microfiber filling, making them perfect for our northern states.

As an iconic Australian brand, we are known for our extensive range of bedding, linen and decorator items, to suit a vast range of accommodation types. At Jason Commercial we strive to offer the best quality at competitive prices, offering fantastic customer service and easy, quick and convenient ordering via our website.

Our Microloft range is a premium Our products are intended for commercial collection of toppers, quilts and pillows, easy care housekeeping and with our beautiful pillows made commercial laundering, offering right here in Melbourne. the highest quality, and keeping the comfort of your guests in The range is suited to mind. With many of our pillows accommodate varying climates Australian made, we are proud with quilts available in winter to be Australian owned and weight and all seasons. continuing to help build the Australian manufacturing industry Your guests will be sleeping AUG19 Jason Commercial Half Page with Bleed.pdf 1 28/08/2019 10:54:19 AM in complete comfort. with every opportunity to do so.

Microloft Pillows have a beautiful cotton japara cover with gusset and piping and luxurious micro denier filling which has a feather-like feel.

Microloft Quilts are luxurious and opulent. They have a stunning cotton japara cover with gusset and piping, and superfine micro denier filling. Your guests will be delighted and you can be

Microloft Mattress Protectors & Toppers are the height of luxury.

The topper has a stunning cotton japara cover with a gusset, piping and superfine micro denier filling. This adds an extra layer of softness and warmth to the bed.

Both have a durable knitted skirt to fit all depths of mattress.

Save 20% off sitewide until 30/11/2019 with promo code ‘ACCOMVIP’. Can not be used in conjunction with any other offer. Online orders only.

For more information visit jasoncommercial.com.au or contact Vicki Lugg on 03 8390 3333.

Jason Commercial is an iconic national brand, and has been supplying the Australasian accommodation industry, for over 50 years.

Our range consists of premium quality bedding, bedlinen, towels, soft furnishings and more;

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Quilts Pillows Pillow Protectors Mattress Protectors Mattress Toppers Sheets Quilt Covers

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Electric Blankets Towels Bath Robes Bed Runners Cushions Comforters Blankets

SAVE 20% SITEWIDE

USE PROMO CODE ‘ACCOMVIP’ WHEN CHECKING OUT* Australian owned & designed

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vicki.lugg@mcneil.com.au PH: 03 8390 3333

*DISCOUNT ONLY AVAILABLE FOR ONLINE ORDERS. CANNOT BE USED IN CONJUNCTION WITH ANY OTHER OFFER. VALID UNTIL 30/11/2019

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PROFILES

www.accomnews.com.au

SHELTA – Shading Australia since 1911 For 108 years, SHELTA has been Australia’s iconic umbrella brand for all types of patio, garden, beach and commercial umbrellas.

We have been servicing the tourist & hospitality industry with quality shade product suitable for all applications.

Our large range of umbrellas come in a variety of models, sizes and colours in Cantilever, Centrepost and even Wall Mounted styles.

We specialise in Sunbrella Acrylic fabrics for larger, commercial umbrellas.

Then there is SHELTA’s extensive choice of rain umbrellas to keep your guests dry, with the added option of

• • • • • • • •

Palazzo 5m Octagonal Commercial Centrepost Umbrella

custom printing to heighten your business brand. In addition, SHELTA provide an extensive range of outdoor furniture that will enhance

your indoor and outdoor spaces, ensuring a degree of satisfaction from your guests, all backed up by SHELTA’s reputation for quality.

Australian company established in 1911 Recognised & trusted brand of Shade Umbrellas & Outdoor Furniture Supplying product to the Residential & Commercial markets for 108 years Designed & manufactured to enhance outdoor living Wide range of UV treated & durable Beach Umbrellas & Cabanas Fashion leader in Rain Umbrellas Optional extras, such as promotional printing, to heighten your brand Friendly & helpful After Sales support & Customer Service team

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PROFILES

For more information, visit our website www.shelta.com.au.

NSW / ACT Head Office Unit 4/1 Foundation Place, PEMULWUY NSW 2145 Ph: 02 8863 0400 / Fax: 02 9636 4719 Email: admin@shelta.com.au

VIC / SA / TAS Suite 308, 65 Victor Crescent, NARRE WARREN VIC 3805 Ph: 03 9702 3377 Email: vicsales@shelta.com.au

QLD / NT PO Box 3345, DARRA QLD 4076 Ph: 07 3255 6726 / Fax: 07 3376 3493 Email: sheltabris@shelta.com.au

WA (AGENCY Robins & Co.) Ph: 08 9359 1766 Email: robins@iinet.net.au

www.shelta.com.au

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NETFLIX AND CHILL The trend to in-room meal-prep and food delivery is growing like a hungry toddler. Timing is perfect for hotels, serviced apartments and apart-hotels to add value to room-stays. Attract a wider demographic of families and long-stay travellers, as well as younger guests, who value a total in-room experience, by promoting kitchen comforts. With a range, including stone and smooth, matt and glazed, white porcelain, Weatherdon’s offer an infinite variety of microwave and dishwasher safe, mix and match crockery options. From the Basics to a more elaborate entertainers’ pack that can be customised with noodle bowls, mugs, cups, jugs or teapots to the fine-dining A La Carte range.

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Weatherdon

sales@weatherdon.com.au

P 02 9906 2202 W www.weatherdon.com.au

FRESHOTEL™ DRIFTER REPLACES THE TRIPLE SHEET Drifter from Freshotel™ is a revolutionary new luxury quilt cover and protector in one! Freshotel™ by Sleepcorp® provides extraordinary solutions to the hospitality industry. With Drifter: A) Guests don’t feel tangled in a triple sheet, are comfortable with the 'at home' feel. B) Housekeepers can make a bed in a matter of minutes. C) Businesses can save significantly on washing cost and time. Protecting quilts from spills and stains Drifter is treated with Fresche®, a natural anti-microbial which kills 99.9 % of bacteria. Six inbuilt SecureClip™s keep the quilt in place and a Breathe-A-Vent® helps ensure a comfortable night's sleep for your guests.

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Sleep Corp

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0455 902 688

kanishka.rathore@sleepcorp.com.au

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www.sleepcorp.com.au

INTRODUCING ‘GUEST FRESH NEXT GEN PILLOW RANGE’ We proudly developed & introduced this exclusive range of pillows back in 2001, they have proven their outstanding performance as a market leader ever since. However, as with our entire Bedding range, we remain in continual search for improvement as textile evolution moves into the next generation. Introducing ‘Guest Fresh Next Gen Pillow Range.’ Offering superior loft life, increased comfort and just wait till you experience this cyber soft next gen outer. Contact us today to put the WOW factor back into guests sleep experience.

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Mainlinen

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07 5437 8544

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www.mainlinen.com

WHAT’S HOT

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INTRODUCING ECOSTICKS

VOICE TECHNOLOGY IS HERE! More efficient guest service: 30% of all guest requests are routed directly from the guests’ voice to the hotel’s work order management system both reducing room for errors as well as time spent tracking followup.

Improved Trevpar: Reducing friction for guests to communicate unlocks thousands of additional opportunities to communicate with, and influence, your guests as well as promote, offer and sell ancillary hotel services.

Online reputation and guest delight: Reviews are revenue and when guests leave them, they write about what was unique, memorable and helpful. Reviews from travelers at hotels with voice activated in room devices often mention the amenity as novel, unique and memorable.

Australian hotels use an estimated 100,000,000 bottles of shampoo, conditioner and bath gel a year (*assuming 1 bottle used per room night) – and although most of these will be packaged in recyclable bottles, the majority will go straight to landfill. If you’re looking for a way to eliminate these single use plastics from your business, then our world first paperbased packaging solution is perfect for you. Ecosticks are designed to breakdown in landfill, no complicated sorting or special treatment needed, you simply throw them in your general waste and they will then break down in landfill in just a few short years. Not only do degradable Ecosticks use 95% less packaging than a tube or bottle, every one used is www.onelessbottle.co.nz

C Future Systems P +64 21 250 9131 E andreas@smartvoicesystems.co W www.smartvoicesystems.co

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Healthpak

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07 5493 4277

www.healthpak.com.au

SLATE GREY ATLANTICO AND ALFA SUNLOUNGER’S 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.

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Daydream Leisure Furniture

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07 5493 4277

E sales@daydreamleisure.com.au W www.daydreamleisure.com.au

ON TOAST Toast is every guest’s hotel-experience benchmark. Ensure a crunchy crust and a positive review by passing the crucial toast-test each morning. This goes for the breakfast-buffet to the serviced apartment sector. Weatherdon’s understand the most important meal of the day and that’s reflected in the ten toasters in a range of two and four-slice, black, white and stainless-steel models. The latest addition is the Nero four-slice toaster with extra-wide slots to take all shapes of bread, from baguettes and buns, to paninis or jaffles. Nero’s lift-and-look function makes it easy to be sure bread doesn’t turn to charcoal.

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Weatherdon

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02 9906 2202

E sales@weatherdon.com.au W www.weatherdon.com.au

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AccomNews - Spring 2019

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The hotel room of the future

By Kate Jackson, Editor

The evolution of guest rooms will be driven by one key concept over the next decade - connectivity.

The collection and sharing of data will increasingly shape how we all live our lives and how we inhabit the spaces around us.

In the world of IoT, the ho-tel room is no longer one-sizefits-all. It intelligently adapts to each guest and continues to learn from their behaviour over time.

Almost everything, it seems, is destined to connect to the vast digital ecosystem that is the Internet of Things, and guest rooms will be leading the charge.

Things (IoT) has the potential to transform hospitality.”

As Brendon Granger of Technology 4 Hotels says: “Hotels are harnessing a range of digital technologies that connect to the internet - from TVs and smart mirrors to thermostats and in-room voice assistants.

“All of these devices are able to collect and share data, which can then be used to provide hoteliers with a wealth of insights and far-reaching benefits.

“From enhanced efficiency and cost savings, to smoother customer service and personalised guest experiences, the Internet of

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AccomNews - Spring 2019

The personalised room While some providers will be quicker than others to adopt new ideas, most will see the benefits of a personalised hotel room which adapts to the needs of each guests by tracking how they interact with in-room devices.

“Consider the following scenarios,” says Granger.

“A business traveller notices the lights automatically dim in the evening to suit their preference while working. A family finds the in-room TV has saved the

kids’ favourite channels. And a returning guest steps under the bathroom shower to notice the temperature is just as they like it.

“In the world of IoT, the hotel room is no longer one-size-fitsall. It intelligently adapts to each guest and continues to learn from their behaviour over time.”

The speech bubble Voice assistants are quickly becoming commonplace in the hotel rooms of the future, allowing guests to access hotel technologies, services and staff by simply speaking aloud.

Hotel Tech Report says sultrytoned enablers such as Alexa,

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adopted by Marriott, Melia, Viceroy, Hyatt and many other hotel brands for the first time last year, route 30 percent of all guest requests directly from the guest’s voice to the hotel’s work order management system, eliminating the potential for errors and time spent tracking follow-up.

According to Hotel Tech Report, voice assistants are driving an increase in revenue per room by unlocking opportunities to promote and sell ancillary services. These voice-based promotions are a favourite of guests, who often report their in-room brush with a VA as “novel, unique and memorable”.

Future Systems Director Andreas Cooper is responsible for Smart Voice Systems, which partners with Volara to offer the latest voice assistant technology.

He says: “Voice technology is seeing rapid adoption in the home environment and discerning travellers expect the comforts of home when they’re on the road. “Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology. www.accomnews.com.au

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It provides integration secure integrations into the leading hotel technology solutions, including smart thermostats, lighting controls, TV controls and work order management systems. Requests like 'Alexa, send up some champagne' go directly into the task management system and are directed to the appropriate staff.

“Voice enables the curation and real-time management of conversations between hotel management and guests or staff. The cutting-edge software improves accuracy and enables secure integrations, human voice replies, device management, and guest privacy protections.

“Voice assistants can facilitate staff communications by voice enabling back-of-house interactions across your team and technologies. They optimise operational efficiency by automating information requests and seamlessly routing service requests. And they grow onsite sales by adding offers and information to common interactions.”

Left to their own devices IoT technology means a room’s lights, heating and air conditioning can be controlled not only though voice but from a guest’s own smartphone or tab-let.

Such in-room controls are the ultimate in personalisation.

Hilton is among the hotel groups

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AccomNews - Spring 2019

which already allow guests to control room thermostats through their smartphones and even maintain desired conditions through their personal devices.

and provide interaction with external tourism ecosystems based on her preferences.

Charging ahead

While in-room controls may soon become an expectation, being able to replicate guests’ viewing and listening preferences already is one.

Smart TVs which allow BYOD (bring your own device) content casting are fast becoming a given.

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One industry insider told AccomNews: “More than ever we are noticing a decrease in demand for scheduled linear TV services and an exponential increase in online services such as NETFLIX, YouTube and so on.”

Smart TVs have the ability to automatically removing the guest’s personal account data after they have checked out.

And they can act as digital compendiums, a guest engage-ment tool which provides an always up-to-date services direc-tory, either through a Smartphone app, Smart TV or hotel-provided tablet, which is customisable to a guest’s preferences.

Alongside voice assistants, these allow direct interaction between the guest and guest services so, for example, Kate in room 101 can book a spa treatment, make a restaurant reservation or call the front desk. A web-based content management system will tailor upsells and suggestions for Kate

As wireless charging for electronic devices appears more prominently in people’s everyday living spaces, they’ll expect it to be available in accommodation too.

The obvious benefit is that guests from anywhere in the world can use charging pads or clocks in their room without the hassle of bringing charging ca-bles or plug adaptors.

The rooms of the future will integrate that wireless technology into an array of surfaces, from desks and coffee tables to arm-chairs, to ensure a sleek, cable-free environment whether you’re an Apple or Android user.

Superior sustainable solutions Thanks to the IoT, connected technology such as lights, heating and air conditioning systems can alert staff if they’ve been left on after a guest checks

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out. Even a minibar fridge could let staff know if it’s been left open. Over time, spotting and rectifying inefficiencies will help a hotel make substantial energy savings and improve their environmental credentials.

That technology also ensures maintenance issues get solved faster, with appliances designed to alert staff as soon as they start malfunctioning. A repair can then be carried out before it becomes a problem and potentially before a guest even notices it.

Predictive maintenance takes customer ser-vice to a whole new level and can head-off potentially expensive issues at the pass.

When it comes to check in, a hotel can send an electronic key card to a guest’s mobile phone when their room is ready, ena-bling them to bypass the front desk and the need for a physical card and unlock their room using their mobile.

Great expectations As Brendon Granger argues, being able to control in-room tech through voice assistants and their own devices will soon become a hardwired expectation for guests.

“By investing in the right technology now, forwardthinking hotels can begin to offer smoother service, improve their efficiency and provide guests with the flexibility to define their own experience,” he says. www.accomnews.com.au

The future is here Smart Voice Systems have

“Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology. It provides integration secure integrations into the leading hotel technology solutions, including smart thermostats, lighting controls, TV controls and work order management systems. Requests like ‘Alexa, send up some champagne’ go directly into the task management system and are directed to the appropriate staff.

partnered with Volara, the only secure ‘voice’ soft ware for the hospitality industry.

With our firm, we believe that this technology will become commonplace for any discerning hotel chain, we are taking our expertise and Volara’s soft ware to the Australian & New Zealand markets.

Voice technology is coming.

It’s one of the only mediums of communication that dates back to the dinosaurs. There’s absolutely no learning curve for guests, they just speak!

According to Hotel Tech Report, voice assistants are driving an increase in revenue per room by unlocking opportunities to promote and sell ancillary services.

Voice assistants are quickly becoming commonplace in the hotel rooms of the future, allowing guests to access hotel technologies, services and staff by simply speaking aloud.

Future Systems Director Andreas Cooper is responsible for Smart Voice Systems, which partners with Volara to offer the latest voice assistant technology. He says: “Voice technology is seeing rapid adoption in the home environment and discerning travellers expect the comforts of home when they’re on the road.

They are even giving hotel staff the ability to communicate with international guests via a 2-way translator.

“Alexa, bring me more towels.”

“Voice assistants can facilitate staff communications by voice enabling back-of-house interactions across your team and technologies. They optimise operational efficiency by automating information requests and seamlessly routing service requests. And they grow onsite sales by adding offers and information to common interactions.”

“Alexa, turn off the lights”

“Alexa, turn the TV to EPSN.”

Volara + Alexa for Hospitality = Your Hotel Business Tool

“Alexa, where can I play golf?”

“Alexa, what time is breakfast?”

Why Voice?

Why Volara?

Voice technology is seeing rapid adoption in the home environment and discerning travelers expect the comforts of home when they’re on the road. Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology.

Volara enables the curation and real-time management of conversations between hotel management and guests or staff, benefitting from improved accuracy, secure integrations, human voice replies, device management functionality, and guest privacy protections.

Measurable Results

On-Command is the new On-Demand.

Secure Integrations Room Controls

Work Order Management

Guest Engagement

“Alexa, call the Concierge.”

Television Controls

70% of guests engage

6X

usage of guest room phone

7-8

30%

uses per room night

Facilitate Staff Communications Voice enabling back of house interactions across your team and technologies Optimise Operational Efficiency Automating information requests + seamlessly routing service requests Grow Onsite Sales Appending offers and information to common interactions Improve Net Promoter Scores Create memorable voice based guest experiences

of all service requests

1000’s

of positive TripAdvisor Reviews

Raise Average Daily Rate Competing on amenities and experience not price Access Data that Drives Decisions and helps you understand what your guests want when they want it Build Guest Loyalty Personalizing guest interactions and greeting every guest Increase Occupancy Rates Differentiating your property in a competitive market

The Technology …and leading Safety, Music, Tablet, and Property Management Software.

Ask us about integrations with your hotel technologies.

Secure

Flexible

Accurate

Volara’s software protects guest privacy and proprietary hotel data through it’s architecture which includes encryption and an abstraction layer.

Volara’s software enables non-technical hotel staff to make changes to the conversation in real-time.

Volara’s patent-pending Accuracy Engine leverages user data to improve interaction models resulting in increased precision.

Andreas Cooper - +61 29 139 3920 - andreas@smartvoicesystems.co - www.smartvoicesystems.co www.accomnews.com.au

TECHNOLOGY

AccomNews - Spring 2019

41

Can good AI transform the

guest experience?

As travel becomes increasingly mobilecentric, accom properties have begun utilising mobile apps to drive loyalty and guest engagement.

In reality, a lot of guests just aren’t engaging with them. Just think, how many hotel apps do we all have on our phones, and how many do we actually use?

According to Google, 53 percent of smartphone users haven’t even installed their favourite brands app, so it’s reasonable to assume that all but the most loyal guests are not using a hotel app during their stay.

A lot of hotels still utilise SMS as a way to message guests.

While more convenient than downloading an app, SMS can involve additional costs, which are especially high for anyone travelling internationally.

The future of guest communication, therefore, relies

experience. Chatbots are what the guest interacts with and the AI running in the background can receive and answer a guests question and if need be, allocate a task to hotel personnel.

Brendon Granger Director, Technology 4 Hotels

on offering a platform that’s free and simple to use. This article expands on what I believe to be the key features in any such platform and when evaluating any such product, I believe these features need to be considered.

A question like “What time is breakfast?” can be instantly answered by the Chatbot. Guest requests such as additional fresh towels, an adapter for their smartphone, or ordering cocktails while lounging by the pool are all seamlessly allocated to the appropriate department using the 'smarts' of AI. Ideally, such a platform can be used both on and off the property.

What makes a great automated guest request system?

So if a guest wants to make a reservation for dinner before arriving, they can do that from anywhere, all via their mobile device.

Artificial intelligence is the key to offering instant responses to guest requests. Done well, it can truly enhance the guest

With that in mind, here are some of the top considerations with regards to a guest request system.

No need for downloads Respecting your guests by NOT asking them to download an app that takes time and uses up valuable space on a person’s smartphone is key to having guests interact with a Guest Request System. A hassle-free experience is a major selling point when trying to encourage guests to interact with your hotel before, during, and after their stay. Especially since most apps are deleted within a week of their last use.

How would it work?

Find a solution that is designed to sit on, or integrate with, any platform. From iOS to android, your hotel’s website, existing hotel applications, or even the in-room television. We all know technology is only as useful as its uptake, so providing a system that is accessible in multiple environments is critical to driving guest usage.

Streaming: Make it fast and available now Streaming. Everyone’s doing it. Loads of it.

Anywhere and at any time of the day. It has to be fast and available now!

Nearly every free to air TV channel has an On Demand service. Foxtel can be streamed.

Netflix, Stan, Kayo, You Tube.

The list goes on. There are people and businesses that have their own online YouTube channels. Streaming is here to stay and growing exponentially.

I think that most of you would be aware of how passionate New Zealanders are in regards to Rugby Union. This year, rights for the Rugby World Cup were bought by a NZ telecommunications company which live streamed the tournament on a special website

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Judy Senn

Director, Time Out Internet

for a one-off fee to users. Only the All Blacks games, semi-final and final were being played free to air on a television platform.

There are 40,000 households in rural and remote areas that didn’t have access to all the World Cup broadcasts as they were unable to stream the games due to slow internet speeds. They were NOT happy!

My point being, it is all fine and dandy to say to people to “go forth and stream”, but you need to provide them with the engine to drive it and the company above did not. Providing a great guest wifi system with unlimited data is an excellent start, but no one likes it when their Netflix buffers or the internet drops out from too many people being online at the same time and the connection not coping. It can be extraordinarily frustrating to guests and will gain you bad reviews very quickly.

The engine I am referring to is your internet connection and it needs to be fast and reliable and able to cope during busy periods such as school holidays when usage peaks, particularly between 5pm -9pm. Not to mention rainy days when usage

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is at a peak throughout the day. Netflix can be a great distraction for kids trapped inside while on holidays.

People want to go on holidays and have the ability to do what they do at home, at your complex. We’ve had a twobedroom unit at a resort with 15 devices connected at the same time in one unit! Let’s say there were four people staying.

Four mobile phones connected, a couple of tablets, laptops, a gaming device, a Chromecast, a Google assistant, a smart watch, the possibilities are endless to what was in that unit. I’ve even had someone connect their Thermomix! Yes, even Thermomixs need a holiday!

None of these devices would have reliably connected and stayed connected without the www.accomnews.com.au

Solutions such as progressive web applications, which look and feel like an application, but are deployed via a URL, allows for a Guest Request system that can reside on a website, form part of a guests reservation confirmation email, or can even be accessed at reception, the pool or a room via a QR code. Such flexibility provides a significant advantage.

How to make sure it’s the right type of AI There’s AI and there’s AI and people who are human will be interacting with it. Take the time to ensure that the AI is built on Natural Language Processing technology. Natural Language Processing not only understands words and sentences; it’s able to grasp the context of requests and questions.

F&B requests from anywhere = incremental revenue Incremental revenue is key so ensure that any system will allow guests to see your room service menu and place orders both on and off-property. So if they want to request room service while lounging in bed, or order their evening meal while travelling back to your hotel, all it takes is a tap of a button on their smartphone. This anywhere/ anytime convenience makes life easier for guests, and a built-in up-sell mechanism also offers hotels a way to generate additional F&B revenue.

Multi-lingual function

As a result, guests can communicate more easily and receive the information they’re really looking for, while interactions have the natural patter of a humanlike conversation.

Look for a system with multilingual functionality, where overseas guests can use their mobile to communicate with the hotel in their native language. This eliminates the frustrations that arise from language barriers, making for more satisfying guest experience.

For example, a well-programmed chatbot will recognise that “I need a toothbrush please” and “I forgot my toothbrush” both represent a guest’s request for another toothbrush.

In addition, hotels can reduce the associated costs of having to train or recruit staff to communicate in other languages. But be careful, many chatbots solely use Google

resort having the amount of bandwidth required to drive all this usage. That was one unit in a 40-unit complex! One 100/40 NBN connection (if you can get close to that speed) would not be able to manage at this site.

They consulted with us in regards to the recommended number of connections required to run their guest wifi efficiently and we advised accordingly. There is no point putting a Vespa engine in a Ferrari. The guests are happy. The resort managers are happy. It’s a win/win.

bandwidth you get. The faster connection or more connections you have, the faster speeds you can provide your guests.

That leads on to a very important point. Your guest wifi backbone must have the functionality to utilise multiple NBN connections with the ability of adding more as the demand for bandwidth increases. Which it will and quickly. The backbone must also have the ability to throttle the bandwidth speeds to units as you still need to share around the www.accomnews.com.au

If you have access to a fibre connection at your site or can afford fibre connection (they’re not cheap, but they are fast!) you will have a Ferrari engine to drive your guest wifi.

Some key points for guests being able to bring their own content and devices and use them at your site on your guest wifi: •

•

You need an in-room guest wifi system - where every unit has its own wireless modem or access point to connect to. Good strong signal.

You need a guest wifi system that allows for an “at home” experience, whereby every unit has its own secure network. The guests logs in once with a device

translate for this functionality.

And while this may represent an improvement on no translation capabilities, a solution that can provide fully controlled responses in line with your brand language is preferable.

Promotions and offers Ensure that your guests can use their mobile to browse and access all the promotions and offers that your property is running. Ideally select a system that accommodates “push notifications” with pre-programmed content, such as promoting a discount on a luxury spa treatment.

I recommend looking for a system that can track and report on uptake of offers to help monitor effectiveness and tailor future marketing efforts.

Tracks guest sentiment Knowing how your guests feel throughout their stay can be crucial to enhancing their experience and managing your online reputation.

With the ability to measure the mood of guests at any time (and not just waiting until check out), look for a system that lets your hotel address negative experiences before

and you are online - just as you would be at home.

This allows for the easy and secure connectivity of all devices the guests brings. They don’t have to go through a login screen.

•

You need a fast and reliable internet connection or connections - you may need multiple NBN connections or a fibre connection depending on your complex’s size and you need to offer unlimited data to your guests.

This leads me to casting.

Casting gives guests the ability to cast their own content from their own subscriptions and device to your smart TV and stream them. Or they can plug in their Google Chromecast, Apple TV or gaming device and stream it on the unit’s TV. Casting is one of the top

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they become damaging online reviews. Equally, being able to track guest sentiment is extremely useful for encouraging positive reviews when guests have a great experience.

Integrates with TripAdvisor A great platform will integrate with TripAdvisor. So a guest exploring your destination can type a request directly into the platform, such as “Is there a museum close by?” to receive instant answers.

Restaurant reviews, sightseeing recommendations, and all other city information can be accessed in this same way, even while off-property.

Conclusion Travellers increasingly want their hotel stay to revolve around freedom, flexibility, and convenience.

Having a bespoke chat bot instantly available on their own smartphone is a big step in the right direction.

Rather than trying to persuade guests to download an app or chat via SMS, look for a platform that offers a free and frictionless way for them to communicate with the hotel before, during, and after their stay.

three sought-after features a guest wants and is a core feature that must be included in your guest wifi system.

Important: For guests to be able to cast, you must ensure that your guest wifi system can isolate the devices on the network to each specific unit so only guests in that unit can cast to that unit’s TV. You do not want someone in another unit being able to cast unwanted/ undesirable shows onto a guest’s TV in a different unit!

Guests want to bring their own streaming subscriptions; they don’t want to have to enter their account details on your TV. More current smart TV’s have built-in casting ability, so no need to purchase external casting devices. Give them great wifi signal and fast internet and you will have very happy guests.

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43

Shining a light

By Kate Jackson, Editor

of the lesser occupied night-time areas, we incorporate smart sensors in the light fitting. These sensors are either activated by motion or as per pre-set times and they help reduce the system load by more than 70 percent, as the light only comes to full brightness as per its control setting.

Good outdoor lighting can be the difference between a glorious evening of floodlit tennis or an inglorious stumble into the pool.

Having witnessed both on my travels (the latter was my favourite comedy moment ever), it’s fair to say that lighting plays a major part in enhancing evening activities across the nation’s accom.

Outdoor lighting must be bright enough to ensure guest safety, enhance the comfort of alfresco diners and illuminate sporting arenas. But it can’t spill obtrusively, be blindingly glaring or create pools of brightness which make spaces beyond them seem dark and scary.

Creating a comfortable ambiance which ensures outdoor spaces are still well enough lit to be functional is a balancing act, and one that many properties fail to pull off as managers look to economise on power bills.

Which is why solar is firmly in the spotlight as a solution to accom’s exterior lighting challenges.

Economic benefits Since there is no need for trenching, wiring between lights or metering, the cost savings on solar installation versus gridbased systems can be huge.

Fitting grid-tied exterior lighting can mean tearing up existing paving and driveways or damaging natural surrounds, and the cost of extending wiring from the nearest connection can be prohibitive. Solar lighting can be installed anywhere from parking lots and parks to locations far removed from grid infrastructure.

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As well as being cheap to install, solar lighting allows accom managers keep their utility bills to a minimum. And since each solar light is powered by itself and not connected to the rest of the lights, there is no risk of the kind of power failures which dog a grid system during weather events.

The solar lighting components are modular and designed for installation within a few hours. They require little to no scheduled maintenance, with most components - such as the photovoltaic panels - guaranteed maintenance-free for their lifetime.

Green benefits Obviously, the most important thing about solar energy is that it’s a truly renewable energy source. As long as we have the sun, estimated to be around for at least the next five billion years, solar lights will continue to shine.

The environmental benefits can help promote a building owner’s green credentials and serve as a selling point for attracting guests.

Solar lighting can also help with Green Star certification.

Charge and running time Latest solar lighting systems come with sophisticated battery technology which allows them to continue to shine for up to

five days without rays. And they are built with receptors that can receive light, store it and convert it to energy regardless of how far away that light is. The receptors are so sensitive that they can capture any ray of light detected by them, no matter how small.

The growth in the electric car market has driven battery development and resulted in more compact, highly efficient, longer-lasting rechargeable batteries. Hand in hand with that development, the cost of photovolcaic panels has plummeted in recent years and LED lighting development has taken giant strides towards greater efficiency.

LEDs Magazine says: “Thanks to advances in solar panel, battery, and LED technologies, commercial solar outdoor lighting is now more reliable than its grid-tied counterparts, and it provides a higher quality of light for a lower cost.”

Surya Bedi, lighting application specialist for EnLighten, says it’s important that an appropriately sized solar panel is matched with an appropriately sized battery.

“In our case, we are able to use a small size panel and small battery (Lithium Iron PhosphateLiFePO4) because we combine smart controls,” he said. “After understanding the requirements

ENERGY & RESOURCES

“The rest of the time, it remains in a very dim mode, which is enough for someone to feel safe when looking at the area from a distance.

“This helps us reduce the battery and thereby size of the solar panel significantly and place it all comfortably in the same size as that of a regular streetlight.”

Styles and applications There are myriad options for solar lighting styles, depending on application.

Some of the most popular for accom are: •

Solar path lights - small and relatively low-lit compared to electric lights, these can be placed on a stake and are erected along pathways or walkways.

•

Ambient and decorative solar lights - these can be crafted in numerous colours and shapes, and while not overly bright, they create a desired ambience when used together.

•

Solar-powered spotlights the most brilliant solar lights you can get, their brightness can measure over 35-watt of normal incandescent bulbs. They are best used on driveways and doorsteps. www.accomnews.com.au

Creating a safer community The Tracker Riley Cycle Way has long been a recreational hub for those looking for a scenic walk or run along the Macquarie River in Dubbo, New South Wales.

Lighting the track has been an ongoing project for the former Dubbo City Council. Council had previously installed lighting to portions of the track to encourage safer use of the track after dark.

As large portions of the track are removed from well-lit areas, the NSW Police in recent years identified sections of the cycleway as potential crime spots, posing a problem for the local community

www.accomnews.com.au

and the current Dubbo Regional Council. Mayor of the Dubbo Region, Ben Shields, says safety in the community is always a priority.

“Making sure our community feels safe is a big priority for this council.

Promoting wellbeing and physical activity is also important for this council so we knew we had to do something in order to improve the safety of one of our most used recreational assets,” he said.

With emerging technologies and energy efficiencies in mind, Dubbo Regional Council’s open space coordinator Ben Pilon was only too happy work with EnLighten to solve this issue when the collaboration was first initiated.

“Finding funding for the variety of

projects we want to deliver is often hard so working with EnLighten to deliver this important safety improvement was very valuable.

We used EnLighten's Zorro Unplugged solar lights and with the help of two local community organisations the Dubbo Stampede Running committee and the Titan Macquarie Mud Run committee we were able to install these lights along the cycle way,” Mr Pilon said.

The twenty Zorro Unplugged solar lights were installed in an area where access to power and services were deemed too costly.

Trenching and wiring in these remote locations to numerous sites along the track are often too expensive and simply not efficient.

ENERGY & RESOURCES

“The great thing about EnLighten’s Zorro Unplugged solar lights is that they could be installed with minimal disruption to the cycleway, they are ideal for environmentally sensitive areas, and remote locations with limited or no power supply,” said Mr Pilon “The lights operate on an independent rotating axis for the LED panel. This allows us to focus the light where needed on the path. The lights use the latest technology in batteries and have a quality solar panel to ensure good harvest from the sun’s energy.”

The Zorro Unplugged solar light also has an integrated microwave motion sensor, pre-programmed time and intelligent mode all available through a remote control to schedule the level of light in this area appropriately.

AccomNews - Spring 2019

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Image courtesy of Reward Group and Novotel Sydney Darling Square

How to minimise disruption

throughout a refurbishment

By Rebecca Mulder, Marketing Manager, Reward Group

We all understand the importance of staying relevant in today’s market and ensuring occupancy rates are maintained, or better yet, increased. A refurbishment of your hotel will ensure it is up to standard, desirable, modern and aligned with the latest technology.

When planning a refurbishment project, two key objectives important to consider are how to minimise guest disruptions during and maximise ROI after the refurbishment, with the big goal of improving the overall guest experience.

Image courtesy of Reward Group and Crowne Plaza Hawkesbury Valley

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A refurbishment project should see all areas of your hotel showcasing the same standard, including restaurant, bar, meeting rooms, guest rooms, bathrooms and corridors.

Remembering always that first impressions count, so your lobby needs to make an impact.

But, how do you transform your hotel without negatively impacting hotel revenue?

REFURBISHMENT

A priority for every project is to ensure the pre-planning stage is given adequate time and consideration. A key component is selecting an expert refurbishment contractor to partner with.

The right partner will understand the unique business of hotel operations, ensure that the project runs to schedule, and that handover of each stage goes smoothly, so you can focus on the big picture, and daily operations.

It goes without saying that determining the schedule and timing of the refurbishment is imperative to minimising guest disruption, particularly if your hotel runs at maximum occupancy or has no ‘off season’.

A staged approach will often be favoured so that the hotel can remain in operation during the refurbishment.

Agreeing on a realistic refurbishment schedule which allows the business to operate at a certain percentage of occupancy, whilst maintaining construction efficiency, will ensure the hotel income can be sustained at your budgeted level throughout the project. www.accomnews.com.au

Reward Group is Australia’s industry leading refurbishment and fit-out company specialising in hotels and hospitality establishments. We partner with our clients to enhance the guest experience and complete projects on time and on budget.

An expert refurbishment partner, Reward Group understands the unique operating environment of hotels. Understanding our clients is where it all begins. We are personally invested in the success of our clients and develop strong, long-term relationships through our detailed approach and successful outcomes.

Whether you are looking to refresh your property or completely transform it, Reward Group has the expertise, knowledge and resources to manage all facets of a project and have a reputation for our experienced and professional team.

OUR RECENT PROJECTS Pier One Sydney Harbour Powerhouse Hotel Tamworth by Rydges Sails in the Desert Ayers Rock Crowne Plaza Hawkesbury Valley Crowne Plaza Alice Springs Novotel Sydney Harbour Novotel Sydney Darling Square Novotel Surfers Paradise Mantra Chatswood Desert Gardens Hotel Ayers Rock Pullman Sydney Olympic Park Pullman Melbourne Albert Park Sydney Harbour Marriott Circular Quay

CHOOSE A REFURBISHMENT CONTRACTOR WHO UNDERSTANDS HOTELS

OUR EXPERIENCE IS YOUR SUCCESS

SERVICING NATIONWIDE | FIT-OUTS | REFURBISHMENTS | CUSTOM JOINERY 02 9669 4122 | REWARD.COM.AU | INFO@REWARD.COM.AU

Image courtesy of Reward Group and Crowne Plaza Hawkesbury Valley

Once a detailed project plan has been developed, open communication between your refurbishment partner, hotel management team and hotel staff is a vital aspect in a successful refurbishment project. This keeps everyone updated on where the project is at, and any considerations they need to keep in mind in order to perform their roles and ensure the guest experience is maintained.

The contractors need to be invisible to the public and

guests as much as possible.

This can mean navigating materials, joinery, contractors and waste through a loading dock entrance, staff corridor and/or service elevator.

These areas will be shared with housekeeping and maintenance teams so again, the communication needs to be seamless to ensure everyone is aware of what is happening and can plan around it. Scheduling deliveries of joinery, carpet and other larger items first thing in the morning prior to check-

out, or after check-in may be a suitable option to ensure everyone can move through the hotel efficiently and discreetly.

and/or VIP guests, as well as air crews, furthest from the works to ensure their repeat guests are well looked after.

The detailed scheduling plan will also take into account when inevitable noisy works can take place without negatively impacting the guest experience. This may mean after check-out (generally after 10am) during the day, up until around 5pm, and it is crucial to communicate the works and potential for noise to guests.

Many hotels place their loyalty

Hotel guests don’t want to feel like they are in a construction zone, so hiding or blocking the view of the construction areas is another key factor to consider.

Partnering with an expert team of professionals is crucial to delivering a seamless refurbishment project whilst the hotel is still in operation.

Case study - Powerhouse Hotel Tamworth Reward Group recently partnered with the Quality Hotel Powerhouse Tamworth to transform the property into the region’s first five-star hotel. Now rebranded to become the Powerhouse Hotel Tamworth by Rydges, this stunning property features 61 elegant guestrooms and 20 serviced apartments.

The guestrooms have been incredibly well planned to the very last detail - beautiful leather headboards and stunning timber panelling complement its unique custom

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Reward Group’s joinery factory produced stunning custom pieces including the vanity, timber panelled display wall, bedhead wall, mini bar, work desk, bedside tables, TV wall, wardrobe, credenza and kitchen.

Image courtesy of Reward Group and Quality Hotel Powerhouse Tamworth

joinery furniture pieces. The transformation included a clever choice of materials including solid timber, leather and brass metal work.

Reward Group worked with the Interior Designer to achieve the desired outcome, which looks even better in real life than the photos.

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Producing all joinery and furniture items in their stateof-the-art production factory in Sydney, Reward Group’s dedicated internal transport and logistics team were able to ensure on schedule delivery, and installation over multiple stages to suit the client’s requirements.

With a modern yet classic finish, this luxe property is a true standout for anyone visiting the region.

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Finance options key to success David Pratt has owned the Best Western Southgate Motel for 15 years. He find the opportunity to work for himself and be actively involved in the day to day running of the mote is a rewarding experience.

His work day usually starts at 10am, where he checks in with each and every one of his staff members. Following that he reviews all of the checkouts with reception before moving onto his emails, accounting and general business duties.

Each day David moves around the hotel, checking that the rooms are up to standard and chatting with the guests throughout the property, before heading home at 8pm.

He says that running a very successful business and having a great relationship with his staff and guests is paramount to enjoying his career in the industry.

This has now grown to a healthy 70% with Monday through Thursday often sold out. As a result of the refurbishments, the Southgate Motel is now recognised as an ideal location for tour groups, with over 50 groups booked over the next 12 months.

The experience

The project David partnered with Accommodation Finance Australia to complete a full refurbishment of the motel. This included full renovations of guest’s rooms and bathrooms at the Mount Gambier property.

The refurbishment allowed David to give the rooms a much needed refresh and update the property with modern decor and finishes.

The challenges David notes that one of the biggest challenges of the

refurbishment project was his experience with the bank.

After 12 months of waiting for an approval and a less than desirable outcome, David looked elsewhere for his finance needs.

The results Pre-refurbishment the motel’s competitive corporate rate was $125 - $129 per night. Upon completion of the project David has been able to increase this rate to $145 - $165 per night. Before undertaking the refurbishment the Mount Gambier property had an occupancy rate of 55%.

‘My experience with Accommodation Finance Australia was brilliant. The team offered expert advice backed by industry experience and communicated in a kind, courteous and respectful manner.

Accommodation Finance Australia’s finance options delivered on exactly what we were looking for, and allowed us to move forward after a poor experience with our bank. I would definitely recommend Accommodation Finance Australia to anyone in the industry who is seeking quick and simple access to funds to upgrade or refurbish their property.’

Finance Your Hotel Equipment & Refurbishment With Accommodation Finance Australia

What Can We Fund?

- Room Refurbishments - Bedding & Soft Furnishings Upgrades - Bathroom & Amenities Upgrades - Restaurant & Dining Upgrades - Technology & Software Upgrades - Branding & Signage Requirements

Accommodation Finance Australia are a specialist funder to the accommodation & hotel sector. The constant requirement for property improvements in the hotel market is essential but it can also be expensive. We offer finance solutions that enable you to improve your property without having to part with your hard earned capital. We pride ourselves on excellent service and strive to make the funding process as simple and painless as possible.

Benefits - Competitive Rates - 24/7 Customer Service - Repayments Can Be 100% Tax Deductible - Terms Start From Just 12 Months - Flexible End Of Term Options - Fast Online Application Process

Call us on 1300 659 676 accommodationfinance.com.au www.accomnews.com.au

ACCOMMODATION FINANCE AUSTRALIA

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

Motel

Sales Specialist

“A website for buyers/sellers such as Accom Properties has been well overdue for years.

Buyers don’t want to view multiple websites to see whats for sale in a particular region or town, they want all properties on the market with relevant criteria at their fingertips now and you’ve been able to provide a platform which is fantastic. Well done.”

– Brett Salter, National Accommodation Manager, ALH Group Limited

www.accomproperties.com.au

Hotel Interiors scoop a win at global tourism innovation awards Gold Coast based interior design and fit-out company ‘Hotel Interiors’, recently took out the award for ‘Most Outstanding Refurbishment and Fit-out Exponent for Australia in 2018’, hosted at this year’s prestigious Global Tourism Innovation Awards night.

The Global Tourism Innovation Awards assembled by the 9AM General Managers Daily News are presented across a number of categories and judged by industry professionals.

This year’s awards ceremony was held at the London Courthouse Hotel in Soho, London on the 20th June. The awards paid tribute to those who have lifted and enhanced the industry through innovation and customer experience and heralded those

Dennis Clarke, Founder and CEO of Hotel Interiors

who continue to push boundaries and challenge the status quo.

Hotel Interiors is one of the largest hotel and hospitality interior fit-out and refurbishment specialists in Australasia and the South Pacific rim. The group won the award following the fit-out of a number of prestigious hotels and properties in Australia.

We specialise in furniture for hotels, motels, serviced apartments, resorts and refurbishments.

www.accomnews.com.au

The evaluation methodology required the Global Awards Secretariat to apply the following test to the final selected candidate in each category, “Is this claimant the best performed, most innovative and most courageous in the category?”

Fit-out Exponent in Australia for 2018’. “We are really pleased that the hard work everyone at Hotel Interiors contributes has been recognised on an international platform” commented Dennis Clarke, Founder and CEO of Hotel Interiors.

“Hotel Interiors is the innovative hotel interior designer in Australia and New Zealand” said the Chair of the Global Awards Secretariat Mr John Petrie-Smythe.

Mr Clark said whilst being called to receive an award in the presence of industry peers, the most satisfying part is passing the honour onto our valued clients and the pride they take in the finished product is extremely rewarding and speaks volumes.

Hotel Interiors is over the moon to be awarded ‘The Most Outstanding Refurbishment and

Call Dennis Clark now on 0421 384 212 212 Or Mark Flintoff on 0426 646 822 hotelinteriors.com.au • 1300 130 876 055

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When you need to freshen up in the bathroom

By Kate Jackson, Editor

to manoeuvre at times within the shower enclosure and would normally have to turn the shower off and restart the process or leave the handset running so as not to have to adjust the taps again.

Guests love beautiful bathrooms.

Read through TripAdvisor reviews and you will find a disproportionate number of gripes are devoted to a space once merely dubbed ‘the facilities’.

“The use of thermostatic showers reduces water consumption which is why many hotels, bed and breakfast accommodations and cruise liners use this type of shower.

It is often the first room desperate travellers visit after six hours on the road fuelled by a large latte. It can set the tone for the entire property’s approach to management, maintenance, cleanliness and care for guests.

And while ‘the facilities’ may have evolved to embrace form as well as function, guests frothing over subway tiling or Moroccan-inspired floors will soon be turned off by weak water pressure, dripping showerheads and a tap that spits scalding water.

Of course, accom providers will also be turned off by bathrooms which over time develop costly leaks or fail to embrace latest technologies in water control or heating.

The perfect bathroom renovation is a happy marriage of practicality and style, underpinned by one absolute essential - safety.

Yes, a bathroom must be well cleaned, but if its shower or spa bath piping harbours dangerous bacteria, it’s a potentially life-threatening issue. Any fixtures and fittings with

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specific cleaning requirements must be properly maintained to ensure guest safety.

Water temperature must also be regulated - if too high it can cause serious burns - and anti-slip flooring is a must in wet areas.

What’s new?

One of the latest entrants to the Australian bathroom market are thermostatic showers. A favourite in the UK, Europe and across China and Japan for almost 30 years, they are only now available Down Under.

Rob and Sarah Pond, who established Therm-Oz Showers in Australia in 2015, spent two and a half years pushing to obtain the relevant Australian Standard for their thermostatic design, finally succeeding in convincing the Australian

Building Codes Board to include it in the Watermark Scope.

Sarah said: “One of the most common complaints regarding hotel and guest accommodation in Australia relates to hot water.

Either there is none available when you want to take a shower, or it can come out scalding hot.

“This new product is a safer choice for any accommodation and more water efficient, as water is not wasted while manually adjusting temperatures. The instant the hot water supply reaches the exposed mixer, it is mixed with your cold supply to provide the chosen temperature. The shower can be turned off for a couple of minutes and if turned back on again, the desired temperature will be instant.

“This is especially useful for carers or users who may need

REFURBISHMENT

“A thermostatic shower mixes water to a set constant temperature, even if other taps, toilets or washing machines are in use. If the cold water supply to the shower were to fail, the shower will instantly shut off, preventing any chance of scalding.”

They also prevent the risk of pathogens and bacteria such as Legionella building up in stagnant water in pipes if showers are used infrequently and the hot water system has been tempered to 50 degrees centigrade, says Sarah.

Legionnaire’s Disease is most commonly contracted by inhaling steam or water vapour, and enclosed shower recesses are a recognised risk area.

“Hot water can be supplied up to 85 degrees centigrade directly to the thermostatic valve which not only removes the risk of scalding by tempering the water at the outlet to a maximum of 45 degrees centigrade but also minimises the risk of harmful pathogens,” she said. www.accomnews.com.au

Are your showers ticking time bombs?

Despite builders best efforts, leaking showers are consistently listed in the QBCC’s 10 most common defects. Sadly, sometimes this is due to sub-standard workmanship, but most of the time it is the design of the shower itself which is creating the potential for disaster.

Most contractors are at a complete loss as to why, but detailed testing has shown how, by the action of expansion and contraction, water is “pumped” along glue cavities to escape the shower enclosure, no matter how well it is water-proofed.

The best way to prevent the problem is to seal the screen directly to the membrane, and NOT to the tiles.

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Remove the doubt. Fit Waterstop Streamline ... and forget about leaking showers.

By using Waterstop Streamline I know the shower will be perfect ever y time.

It has to be, because this prod uct is designed to dictate placement of all of the other components to make up a complete shower. It’s virtually impossible to stuff it up.

Mr Glen Whitehead, Managing Direct or BJM Developments

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old silicone will give an instant refresh to your bathroom.

Floor tiles. Old and slippy? It’s vital to give them an anti-slip treatment. Latest versions are easy to apply and involve a quick turnaround for use.

Shower and bathtub touch ups. Before replacing your shower screen or bathtub, consult a shower or bath doctor, specialist tradespeople who can thoroughly clean, remove scratches and chips, or resurface your shower door and bath.

Our tips on where to spend and save Outside of improved water regulation, there are other renovation ideas which can help transform an ordinary washroom into an appealing space. Remember, while it can be an expensive space to spruce up, the standard of your bathroom is a major factor when trying to maximise your accommodation’s yield.

Tiles. Do they date your bathroom or make it look grubby?

Generally, a good bathroom tile will wear well, look modern, be easy to maintain and can create an interesting design effect. While a poor grout or silicone job can spoil the whole bathroom, a good one can overcome a poor tiling job.

Grout. Can be porous, so dirt, liquids and oils can be absorbed.

To prevent this, cement-based grout should be sealed. Many are not, but specialists can prep-clean your tiles and grout and then seal, usually with a colour-sealer.

Silicone. Used to provide a flexible, water-proof joint between vertical and horizontal surfaces (walls and floors), but even high-quality silicone containing mould inhibitors only lasts for ten years before it starts to look dirty and pull away. The removal and replacement of

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Waterproofing. An unseen essential for any bathroom.

Whatever renovations you do, ensure your waterproofing is up to scratch. If there are design defects with your bathroom leaking showers is a big one - it’s essential to get specialist advice on levelling of bases and quality waterproofing. Speedy resolution of issues can result in a surprisingly easy and costeffective fix, while leaving them to moulder can be disastrous.

Water leaks are a major issue for any accom property and are a leading cause of problems identified in strata buildings, so ensure your waterproofing is performed using quality products by trusted professionals.

Tapware and fittings.

Replacements can instantly update your bathroom and change the visual. Modern fittings can transform a bath, toilet, sink and shower and create a ‘wow’ effect.

Mirrors and lighting. Consider installing a beautiful mirror and good lighting to combine functionality with glamour.

Mist-free LED-lit mirrors are a great choice.

Styling. When planning to refresh or redesign your bathroom, decide on your look whether it’s simple and modern, chic and glamorous, vintage or something entirely different and choose fittings to reflect that style. Whatever your design aesthetic, it’s smart to make sure fixtures and fittings tap into modern sensibilities, such as loos with views or eco-flushes.

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A new era for showers in Australia Thermostatic showers popular in the UK and many European countries for nearly 30 years are now available in Australia through Therm-Oz Showers Pty Ltd. The Australian standard for this type of shower valve (AS4032.4) is now in the WaterMark scope and the AS/ NZS3500.4:2018 Plumbing code.

The Therm-Oz thermostatic shower valve is fully WaterMark approved, Licence WMK26224 and can be legally installed, with a five-year guarantee.

Cool-Touch technology ensures a low surface temperature of the valve, safe to touch or hold while showering. The surface temperature will not exceed 20째C when operating at 38째C.

A thermostatic shower mixes water to a set constant temperature, even if other taps, toilets or washing machines are in use.

If the cold-water supply to the shower were to fail, the shower will instantly shut off, preventing any chance of scalding.

A F PP U RO LLY V ED

The shower is turned on with a simple twist of the right handle, using a quarter turn ceramic disc valve. The temperature is controlled by rotating the left handle and limited to 38째C as a safety feature by an override stop button. Depressing this safety button allows the user to rotate to a higher temperature up to 45째C maximum, or rotate the handle in the opposite direction for a cooler shower.

Therm-Oz is ideal for families with young children, the elderly as well as those who require assistive care while still giving that desired European styling for family bathrooms and ensuites.

This new product is a safer choice for your home and

more water efficient, as water is not wasted while manually adjusting temperatures. There are no electrics; it is simply a far more efficient way of mixing hot and cold water.

The Therm-Oz thermostatic shower valve is available with or without the chrome slide rail, handset, hose and soap dish.

There are many choices of shower kits and combinations available such as overhead rain heads with a diverter for a handset.

For new building projects the thermostatic shower valve is supplied with a fixing bracket that allows the positioning of the shower on the wall, giving the correct spacing for pipes. These are NB-CT100 without slide rail and handset kit, and NB001 supplied with slide rail and handset kit.

Therm-Oz also offers a Reno Kit that replaces any two-tap manual shower over to thermostatic with

no pipework or tiling alterations.

It can be fitted vertically or horizontally and is suitable for all tap spacings between 230mm down to 80mm apart. These are RK-CT100 without slide rail and handset kit, and RK001 supplied with slide rail and handset kit.

Therm-Oz Showers is a WA based company, supplying nationally to the plumbing merchants of Australia. Therm-Oz Showers is a Member of the Master Plumbers Association, Assistive Technology Suppliers Australasia and was a finalist in the HIA Housing awards WA 2018 in the Industry and Product Innovation category.

This is a new era for showers in Australia, whether you are building, reconfiguring or renovating, please visit the Therm-Oz website.

For more information, Phone 0439 196 441 Email info@therm-oz.net.au Website www.therm-oz.net.au

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WWW.THERM-OZ.NET.AU www.accomnews.com.au

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How bedding can leave a dreamy impression

By Kate Jackson, Editor

‘Bespoke’ is a word which has come to define Australia’s newest luxury accommodation. That tailor-made approach to meeting guest expectations means properties are looking to fit their surrounds and stories as comfortably as a Jermyn Street suit.

A hotel or motel’s values, heritage and sense of place can all be established through décor which speaks to a guest of something different and special. Latest style trends inevitably reflect that breadth of influence – but we’ll at least try to (designer) label a few.

Rural getaways, for example, might look to say ‘country farmhouse’ by combining soft and natural bedding tones with metal bed frames, distressed wood and rustic accessories. Mountain and lake environs, on the other hand, could inspire ‘Scandinavian’-style clean and casual lines with an emphasis on white covers with textural accessories. Chic urban boutiques could sway towards ‘mid-century modern’ with its long, lean furniture, pops of bright colour and geometrics.

Then there’s ‘industrial’ with its concrete floors and exposed elements, the unapologetic decadence of ‘Hollywood regency’, ‘vintage’ which never goes out of

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style, and the part design, part philosophy that is ‘minimalism’ - sometimes encompassing calming Asian-inspired bamboos and soft palettes.

Linen and accessories While all of these disparate styles are on trend in 2019, their approach to luxe bedding is surprisingly similar. The key is going au naturel.

Earth tones and all-natural fibres combine in soft, breathable sheets and plush blankets to make guests feel soothed.

While white triple sheeting still dominates in almost every hotel room, quality high-thread Egyptian cotton is increasingly being challenged by bamboo, a fibre which creates equivalent softness but is more sustainable, affordable and durable.

Accessory fabrics, textures and colours are becoming increasingly important in establishing a property’s brand credentials, with organics growing in popularity as guests reject the idea, for example, of bedding treated by toxic chemicals such as fire retardants.

Yes, colour and individuality are in, but any vibrant hues and patterned accoutrements must work with warm, earthy bedding neutrals and accessories bringing textures of jute, canvas, wool and hemp into the boudoir.

Natural, sustainable and ethical are top of the (soft) pile when it comes to guest bedding wants, with time-

honoured materials in colours reflecting all things elemental and pure tapping into the wellness cravings of the modern traveller.

Velvet is 2019’s top trendy fabric according to Onya Magazine and is found in throws, runners pillow shams and bed skirts. Paired with the equally trendy sage green, as it is at Brisbane’s The Fantauzzo, it creates a restful and intimate bedroom space. Chunky knitted throws and pillows, again harking back to more wholesome and simple times, are also very du jour.

Toppers Comfort is always a pre-requisite for quality accommodation beds, and mattress toppers and overlays help create a cloud-like haven of relaxation, providing pressure-point relief, improved blood flow, support and softness.

Toppers can regulate bed temperature, promote airflow and provide hypoallergenic, anti-microbial and dust miteresistant padding. Whether made from foam, feather, microfibre or polyester, toppers provide an extra layer of comfort while extending the life of a mattress by protecting it from wear and tear.

Mattresses A comfortable bed is the starting point for any accommodation provider and should be the number one focus for hoteliers and moteliers when it comes to room design.

HOUSEKEEPING

Image: © golubovy - stock.adobe.com

One of the keys to a good mattress is the number of coils it contains. A typical mattress might contain 250 to 1,000 coils; a top-quality one will contain between 1200 and 4,900. Quality mattresses boast pocketed coils, with each coil contained in its own fabric ‘envelope’ able to move independently instead of being tugged up and down by its neighbour. That means if your partner tosses and turns, it’s not going to keep you awake.

A top-quality spring system offers superior support through 200mmhigh springs and stronger coil wire, with individual manufacturers patenting coil structures which cover more surface area and provide greater support across the entire mattress. A good mattress should support the hip region and help to maintain optimal spinal alignment.

Heat management fabric, designed to react to changes in your body temperature, is another feature of a quality mattress. It helps to keep sleepers at the optimum temperature, working independently across the bed reacting to the different body temperatures of each individual to ensure a more comfortable sleep.

Multiple layers of components made from high loft fibre with super-fine foam structure offer maximum breathability, durability and comfort, enhancing the mattress’ pressure-relieving properties as it contours to the body. www.accomnews.com.au

Image: © ekostsov - stock.adobe.com

Pillows While most hotel pillows are generally polyester rather than down-filled these days, the upside is that they boast odour & allergyfree fill beneath their 100 percent cotton covers. Good pillows must be supportive, yet soft enough to cosy into, with the best including a double gusset design allowing for optimal spread of their filling.

Pillow menus are increasingly found among all tiers of

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accommodation, from luxury to budget, because of the value society places on a good night’s sleep. 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: Feather and down - Soft and fluffy, but yield easily so 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 synthetics such as polyester or latex, or natural fibres such as wool, they contain anti-bacterial and naturally dust mite resistant fill. Anti-

HOUSEKEEPING

allergy pillows are additionally treated to deter dust mites.

Buckwheat - Made from the husks of buckwheat seeds, these offer strong support and are increasing in popularity because they’re eco-friendly, although the husks tend to rustle when moved.

Memory foam - Ideal for back sleepers, providing ultimate support through their ability to contour to neck and head, but an acquired taste for others.

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The latest bedding trends employed by the property, as well as directly with properties, to understand not only the guest demographic staying at the property (i.e. corporate property, family style accommodation or a luxury boutique resort etc) but also the requirements of the property and preference of the property owners or operators.

Natural Hues

Plait Natural

Tribal Slate

Siam Pewter

Ikat Olive

Two of the buzz words in the accommodation industry at the moment, especially when it comes to decorative bed coverings include: SUSTAINABILITY – products that last and go the distance preventing unnecessary wastage.

Invest in better quality products that last instead of a cheap quick fix which often become an expensive mistake that need to be replaced often.

Zesty Yellows and Deep Indigos

And...

We explore the latest trends and investigate ways to incorporate the latest luxury bedding accessories.

The DRESSED BED is back in a big way, which includes the re-introduction of full bed covers as well as bed runner and cushion combinations that are produced using soft and textured fabric designs.

This look can be easily created by layering a variety of textures and designs. When done well by using proper commercial fabric qualities, this Dressed Bed look is sure to impress and does not need to be too busy or fussy – simplicity is the key.

Guests and travellers are still searching for properties to stay at who are offering a point of difference whilst seeking luxury.

No matter the location of the property and whether the guest is on an overnight business stay or enjoying a romantic week away, the feeling of being pampered is always welcomed. Creating this feeling can be as easy as offering the guest a well-dressed bed.

This Dressed Bed look is easy to achieve by the simple placement of properly filled and plump pillows as well as cushions that are all perfectly placed on the bed. For an extra finishing touch, the simple addition of a textured Bed Runner such as the HotelHome design Clipper adds a sophisticated whilst still relaxed look and feel to the bed.

In an environment where potential guests are still gaining their first impression online, offering a point of difference on the bed whether it be in the form of a unique cushion or bed runner will help your property stand out online.

Here at HotelHome our experienced design team work closely with our clients whether they be the Interior Designer or Hotel Fit-out company

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WASHABILTY – to ensure the bed coverings wash and wear well and look clean. If the wrong fabric qualities and constructions are used in a commercial environment, they can retain stains which is a common complaint of guests.

HotelHome ticks all the boxes when it comes to sustainability, longevity and washability.

The latest Bedding trends at HotelHome when it comes to colour, design and style include a variety of fabric designs and textures from minimalist looks in natural hues to muted brights and colourful contrast in classic colour combinations including zesty yellows and deep indigos.

Persia Cuban Lime

Persia Royal

Chain Indigo

Ikat Citrus Ink

Pillows Pillows – They are very important to ensure a good night’s sleep as well as complement bed presentation – we look at the different options.

Muted Brights

Persia Coast

Vue Coral

Gem Mustard

Matrix Ocean

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Variety is key to ensure guests are offered their ideal level of comfort whilst still ensuring the bed presents perfectly. www.accomnews.com.au

Luxury Linen – Thread count, texture, colour, durability… what are the important things to consider?

Certainly the look and feel of luxury on the bed does make a guest feel good however if the products are not durable and if they cannot handle a commercial application including commercial laundering – this good intention can back fire where the products look tired, discoloured and shabby very quickly.

No matter the property style or rating, a pillow menu is a great way to satisfy all guests. By having a basic Pillow Menu, means you can dress your beds using a good all rounder pillow (such as the Hospitality or Resort Pillow) and then include a variety of pillows on your pillow menu which can include a soft, medium or firm pillow as well as options for back sleepers and side sleepers.

a feather and down pillow. Even when it comes to feather and down pillows, there are a variety of fill options to choose from so the fussy “natural fibre” guest can be satisfied with a firm or soft feather pillow option as well as the extra-large king sizes.

Our key basic pillows such as the Hospitality and Resort Pillows are still favourites amongst a variety of accommodation properties however more and more properties are introducing the extra large King size and Majestic King Pillows either onto their pillow menus or dressed on the beds.

Are you wanting to create the ultimate in sleep experience for your guests? How do you know which pillow will suit each and every one who stays at your property? Of course, not everyone is going to love the same pillow, as we all have our very own special preferences when selecting what we think is the BEST pillow.

The Majestic King size Pillows will not only offer an extra level of comfort and luxury to the guest experience, but they are also the finishing touch for a perfectly presented Queen or King size bed. There are however very fussy guests who refuse to sleep on anything that is made using synthetic fibres and they demand

The most important things to consider when planning to add Luxury to the beds in your property include: •

Select products that suit your guests / end users.

•

Commercial does not need always mean institutional so we suggest our clients investigate the commercial qualities available as you will save money and end up with a long-term and longer lasting product when proper commercial qualities are installed.

•

Talk to your laundry about what they can process as often luxurious domestic qualities simply cannot handle hot drying or the likes of a hygiene wash which is a must in a commercial environment.

Creating a proper Hotel Pillow Menu with HotelHome Australia

However, here at HotelHome Australia we understand guest comfort and have a comprehensive yet concise range of pillows which when added to your pillow menu, will help ensure you have an option to help even the fussiest of guests fall into a long and relaxing Blissful Sleep.

•

Often by using proper commercial qualities in the room, which do not appear dirty and shabby in luxurious finishes, can be the best way to offer the feel of luxury to the guest.

Blankets Blankets – We look at comfort and feel along with hygienic and stain resistant performance.

More and more properties are now installing blankets in white 100% Cotton qualities, which is especially in high demand for properties who are wanting a blanket to sandwich in between a third flat sheet presentation. By using a white blanket in a third flat sheet presentation makes the overall bed setting look whiter and brighter. Another benefit of a white cotton blanket in a tightly woven construction is that is can be easily laundered and this weight is perfect for use through the mid and warmer seasons, where a quilt can be just that little bit too hot for many guests.

The HotelHome Carlo Blanket, is a quality that not only works in conjunction with a third flat sheet presentation but is also attractive and robust enough to be used as the top of bed cover.

Contribution from Erin ComanBeckett. Design Director HotelHome Australia.

For advice or ideas on how to best create the ultimate in sleeping and overall staying experience for your guests, contact HotelHome Australia today. 1300 733 737, www.hotelhome.com.au www.accomnews.com.au

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The feel-good factor of luxury amenities Image: © nadianb - stock.adobe.com

By Kate Jackson, Editor

Pure and natural are the key to any luxury amenity range in 2019.

Accom is experiencing a focus on all things healthy, and amenity ranges are reflecting that focus through wholesome products made with restorative plant actives and essential oils, wrapped in packaging kind to the planet.

These products not only smell and feel good, but are free of known allergens, are increasingly using certified organic products such as grapefruit extract, lemon myrtle and rosehip, and are formulated using skin-friendly, eco-certified preservative systems.

One industry insider told AccomNews: “We all know that guest hair and body care products have a disproportionate impact on overall guest experience.

“They may be understated in comparison to the size of a pool, ocean-view decks or a well-renowned in-house chef, but they are also used by everyone who visits and will last long in the memory if thought through properly.”

Local or international?

With women increasingly making choices when it comes to travel and accommodation, the stakes have never been higher for properties looking to sell their brand through a range of luxury amenities.

There are two schools of thought on this: one is to rely on brands

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with an established and trusted international name for quality, the other is to embrace locally inspired amenities which reinforce a commitment to authenticity and a sense of place.

According to Claudia Rossi Hudson of Mary Rossi Travel, women “focus on the why of a destination rather than a what," and seek greater engagement with their surrounds than men - an argument for the local, experiential approach to amenities.

Locally sourced, whether it means within a region or a country, is a description valued by travellers seeking experiences which connect them with their destination. 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.

As one industry leader told AccomNews: “Local and international visitors want an authentic, relevant experience, and what better way to do this than these little shampoo and soaps that guests hold in such high regard?”

However, another industry insider argues the luxury market is increasingly looking to “true and original” brands that are trusted by local and international travellers.

“Authentic global retail brands, that are recognised for their value and superior quality, are again be-coming the preferred choice for hotel operators who understand how brands can elevate a bath-room experience and add a memorable touch-

point for their guests,” he said.

Operators looking to capitalise on every point of difference they can to enhance the guest experience are tapping the power of names synonymous with luxury and prestige - using French chic, Italian sexiness or American west coast cool, for example, to sell the dream.

Whichever way they jump, hotels leading the charge in the upscale and luxury category realise that the value in amenities goes far beyond the product itself. They can build prestige and provide a perfect opportunity for storytelling.

The full package With Prince Harry weighing into the debate on hotel plastic amenities - as he did when lamenting the amount of unnecessary packaging employed by an Italian hotel earlier this year – it’s fair to assume that the well-heeled care about their green footprints outside of the polo stomp.

The mileage on amenities matters and your efforts to source products locally can be seen as a reflection on how much your business cares about the planet.

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.

The dispenser movement is gaining serious momentum in 2019, with first IHG and then Marriott’s announcements of a move to

HOUSEKEEPING

large-scale amenities signalling a game change for the industry.

Environmentally sustainable dispensers offering high-end amenities in low density, 100 percent recyclable, factory-sealed packaging look to be the future of guest bathroom amenities.

But while there are undoubted environmental and cost-saving benefits to supplying amenities in bulk, the efforts of amenity suppliers to make their small-scale offerings environmentally friendlier should not be overlooked.

The most innovative are leading the charge towards pollutantfree, fully recyclable and biodegradable packaging.

Kind on the inside Pollutant-free and earthfriendly extends to what discerning consumers put on their skin and hair, with biodegradable formulations which have not been tested on animals the go-to in 2019.

Guests are increasingly seeking out shampoos, conditioners, and body washes that are free of parabens and phthalates, petroleum-derived ingredients, paraffin, diethanola-mine, mineral oil and silicon.

An ethical approach to amenities covers everything from Fairtradecertified goods to products which give back to the communities they’re inspired by - such as one amenity range containing Indigenous Australian flora extracts which sees a portion of all profits go to assisting Indigenous communities. www.accomnews.com.au

The art of serving

By Alexandra Kiorgaard, Managing Director, Top Shelf Concepts

Create new experiences for fresher, more inviting breakfast service, conferencing and events.

Using a unique serving system of interchangeable, risers, surfaces and accessories takes an ordinary buffet table from bland to amazing. It’s important to have a system that connects easily, with the ability to serve cool and warm food, and with beverage dispensers integrated, to instantly create action stations.

The challenge is to get beauty, and durability, but with a light expression for commercial use.

Buffets can give your space an enhanced attraction that will unify any buffet table.

Some can be transformed to risers, using platters, boards and bowls that give the balance in your buffet to provide practical solutions.

Go the extra mile to take advantage of your table space!

Support your buffet and display system with a variety of options that free up your table space

All Images courtesy of Top Shelf Concepts

by holding plates, silverware, condiments and more in an organised and stylish fashion.

•

Creating a balance of colours and shapes guides diners to experience each section of the buffet!

•

Modular systems like Rosseto create displays of any height and size, providing a versatile design solution.

•

Smarter choices mean it’s easy to create a setting that is adaptable for any time of day, or any season.

•

Platters and bowls are practical additions that attract diners with their friendly, clean designs.

•

Compliment with the strikingly contemporary touches presented by the miniature bowls and platters for serving smaller food portions with a sophisticated simplicity.

Shining, streamline, success Breakfast Buffet Hotels often complain of having not enough space, congestion in their food serving, lack of clarity of where to go, reaching back and forwards, food getting cold, no order, not labelled, dated presentation, and noncompliance with the local health authorities. A five-star hotel with a three-star buffet, will attract attention on TripAdvisor, losing out to competing venues because patrons have higher expectations.

The solution is using multilevel riser systems that keep expanding the horizon with a collection of customisable riser systems that interconnect merging style and versatility, creating unmatched beauty.

If storage is an issue, there are carts to hold all the risers as well as the surfaces ready to set up for the next conference.

The ideal system: •

Changes and connects into countless configurations

•

Comes in many materials, finishes and heights

•

Provides choices for individual budgets and space, expanding as budget allows

Warming and cooling options,

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FOOD & BEVERAGE

according to time of day, give you the freedom of choosing the chilled tray or keeping food consistently warm by using the appropriate heating element.

The compact arrangement saves you a huge amount of space, even at the busiest times; everything is always neat and tidy, appetising and clean.

It’s on-trend to use surfaces to connect units together and create versatile stations with multiple serving levels.

Present and showcase your pastries and breads with modern style through beautiful displays, with little footprint on your counter. The beauty of drawers is that you can serve, or it may be self-serve.

Elevate your baked goods with double the surface space.

Top quality beverage dispensers that feature a removable top-loading ice chamber conserve a chill that lasts for extended enjoyment. Connect a modular surface in glass, acrylic or wood to create a unique serving station.

Focus on the guests Be a venue that has the enviable ability to create a unique dining experience.

The menu selections and their presentation convey an integrated message to the guest. Buffet-style service offers guests variety, the freedom to choose from different categories, and the option of unlimited portions. www.accomnews.com.au

Buffets give a creative and profitable outlet for a wide range of foods if priced properly.

Whenever you can sell more of the food you bought, you lower overall food costs for the entire business. Conferencing and events and banquets are a fantastic revenue driver, and a good way to attract new market segments or keep your current clientele coming back regularly.

They also allow you to showcase new additions to the menu.

It’s important to keep abreast of current trends and the competition to be sure that the menu exceeds the customers’ expectations. The food is generally the focal point for the guest. Create a theatre, with the food being the drama, excitement, and interaction.

Here are some tips for minimising pile-up and maximising enjoyment at the buffet table: 1.

Make it streamlined Quality buffet serving systems help: •

Increase profit management

•

Reduce food costs

•

Control buffet labour

2.

Create a definite beginning and end to the table.

Use the plates, napkins and utensils to mark the start of the buffet line, so guests can flow down the table in an orderly way.

To minimise waste, use smaller plates. People tend to fill their plates, so smaller plates mean smaller portions and less likelihood that guests

will take more than they can eat. Those who didn't get enough the first time around can always go back for seconds.

3.

Place the big-ticket foods at the end of the buffet.

Foods that are served in greater quantity, like salad and bread, should be placed toward the beginning of the buffet, while the more expensive foods that are served in smaller amounts, like meat or fish, should be closer to the end, where

guests are less likely to overfill their plates.

Plan your traffic flow so it’s comfortable and harmonious.

Avoid obstacles and bottlenecks. Be sure to allow enough circulation space for guests to comfortably move around within the buffet zone. Try to allow for six feet of walking space in front of all counters where you can and have plentiful waste bins.

With the right equipment and the proper space allocated, you are ready to ‘wow’ your guests with a great buffet!

Leading the Hospitality Industry with

Innovative Food Presentation and Serving Solutions

www.accomnews.com.au

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Protecting

your property from undesirables Image: © chalermphon - stock.adobe.com

By Kate Jackson, Editor

Most check-ins will give little thought to security as they breeze through reception and head for the pool deck.

But if there are no measures in place to protect their SUV in the car park or their littlies in the splash park, undesirables will find it very much easier to spoil their day.

Perimeter security is one of the more important parts of securing a property, and effective monitoring means guests in your care can relax in knowledge that they are being as well looked after

by CCTV and boom gates as they are by the bar tender.

Big brother surveillance There are several ways properties can monitor who’s coming in and out. These include biometric and number plate recognition systems, analysing camera data from CCTV and using on-site personnel to recognise people.

As one industry insider put it: “Guests like to be recognised, staff members like to be recognised - bad guys don’t like to be recognised.”

At the same time, accom’s

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monitoring systems demand a much more lowkey sensibility than, say, a military establishment or even a nightclub.

Understanding the facilities’ needs and applying that knowledge to perimeter access control is key, with security experts recommending a dedicated electronic access control administrator for each property.

Dick Hudak, managing partner at Resort Security Consulting Inc, told Hotel Business: “Common threats to properties are nonregistered people wandering the facility, which is a safety concern and a major liability, especially in a swimming pool area, for example.

“This also results in the usage of amenities, which can impact revenue, trigger crowding and commotion, and negatively impact the sense of exclusiveness, security and privacy that customer is seeking at a hotel or resort.”

Border protection Establishing a perimeter isn’t always easy but defining where your property’s line begins is essential to securing its grounds. Using the built environment can help, as can walls, hedges, bollards and

lighting, but fencing is the most common boundary definer.

While it’s important for your property to be welcoming and aesthetically appealing, fencing must do the job of discouraging misuse, preventing theft, and maintaining safety. Expert advice is recommended on a case-by-case basis to ensure the best option for any location.

Similarly, boom gates should not be reminiscent of the entrance to Long Bay but still provide an adequate level of protection for those onsite.

Licence plate recognition is gaining in popularity, a camera snapping a car’s license plate and software then converting the image to text alongside the recorded date and time of entry. On exit, another camera recognises the number plate and the system validates the vehicle’s payment status.

This pay-by-plate method allows for various payment methods, including pay stations, pay wave, credit card, reception validation, mobile app or as part of accommodation billing.

Latest boom gates have a function which prevents tailgating by instantly lowering the pole to halfway. The gate will not open until the second vehicle’s driver has taken a ticket or presented an access card.

SAFETY & SECURITY

Electronic locks Electronic locks provide tailored access to perimeter and guestroom locks, with latest versions better engineered to prevent tampering or hacking.

All entrances, including those to pool areas, fitness centres, executive areas, parking lots and employee areas, can be controlled and managed when integrated with the electronic access control system.

Michael Benikos, managing director of ASSA ABLOY Global Solutions Australia, says: “Keycard lock systems are interfaced with most property management system companies, allowing the hotels to automatically generate keys to the rooms and perimeter doors during check-in without the need to go to another software program.

“This creates efficiencies for the hotel as it speeds up check in but also eliminates mistakes by human error.

“In cases where the perimeter security requires connection to alarm systems, an access control system including CCTV and fire alarms can be installed to cater for these additional security requirements.

“In these cases, keycard locks can be installed on the doors to rooms inside the www.accomnews.com.au

property and the soft ware is integrated with the access control systems so the cards are automatically generated to provide access to the locks and to perimeter readers.”

Access control management soft ware can configure electronic locks to access specific areas at set hours of the day on particular days of the week. And wireless solutions allow commands to be sent remotely to the locks in situations such as guest lockout or lost key cancellation.

An increased focus on lift access in recent years has also seen properties up their game by securing floors with electronic keys. Valid keycards are generally required to call the lift or select specific floors the key is associated with, and in some cases the process is entirely automated after lift entry.

In the wee small hours The latest technology solutions enable 24-hour check-in without requiring input from bleary-

Image: © onzon - stock.adobe.com

eyed staff. Automated check-in kiosks, key safes, keyless lock systems and turnstiles all allow guests secure access at any time of the day or night through user-friendly automated control systems.

“Self-service technology is expanding at pace within retail and consumer industries and consumers are now expecting it as norm, with companies like McDonalds adopting across their APAC store network.

Michael Benikos says: “We are seeing major interest and growth in the kiosk check-in space as cost considerations, better guest experiences and the concept of frictionless and fast check-in/out become key requirements for hoteliers to meet guest satisfaction and innovation requirements.

“Typically, we find a kiosk can repay itself within six months on staff savings - saving two resources per day and operating on a 24/7 basis.

Reimagining Hotel Security

Mobile Access

Staff Safety

“For smaller properties where owner-operators work the property it can allow the owner to have a stress-free after hours experience, with the machine

checking the guest in through the property management system, providing the payment, cutting the room key and even scanning the ID of the guest, all while the owner sleeps.”

Intercom systems, meanwhile, can prove a valuable addition to the safety of staff working alone or at night, providing integrated solutions for autodoor and lift control. They allow the identification of difficult or aggressive patrons before entry to the premises, while cordless handsets mean staff can always be contactable, wherever they are in the building.

At ASSA ABLOY Global Solutions, we’re dedicated to reimagining how people move through their world — and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe.

With integrated software platforms, as well as advanced Mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing j\Zli`kp Xe[ `dgifm`e^ fg\iXk`feXc \]ÔZ`\eZp%

VingCard Locks

Elsafe Safes

Energy Management

Minibars

Tel.:1 300 796 233 assaabloyglobalsolutions.com au.globalsolutions@assaabloy.com

www.accomnews.com.au

SAFETY & SECURITY

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Clothes maketh the brand...

By Kate Jackson, Editor

Restaurants and cafés

Five-star service begins with how your staff dress.

Australia is a nation in love with dining experiences, café culture and coffee, and a well-thought-out uniform is part of the essential visual appeal of a venue.

The team’s attire is just as much a reflection of brand as the warmth of your welcome and the quality of your guestrooms.

A uniform should resonate strongly with the clientele and give identity to a brand, a unique identifier which plays a part in differentiating your offering from the competition.

Whether for a general manager, concierge or restaurant waiter, uniforms developed by quality manufacturers in conjunction with a property will ensure a holistic approach which best reflects what you stand for.

Those suppliers can provide customised logos and wording on any staff apparel, and their design staff will work with operators to ensure the best display results.

Out in front As the face of your accom, front desk staff need to nail their presentation standards.

Suit blazers and pants in lightweight, high quality stretch fabrics look smart and provide a base for your style while allowing ease of movement for the myriad frontline staff perform daily.

A shirt choice can either provide a high-end luxury look or a more casual vibe (in denim, for example). For a contemporary look, blazers can be paired with black jeans or sneakers, and waistcoats can be added to the mix.

Quality manufacturers will prioritise function and priority while creating key pieces to mix and match which help define your brand while.

“The most important focus for hotel food and beverage is to make any restaurant or bar a destination in its own right and to give employees the level of expertise they need to succeed,” hospitality writer Terence Baker recently wrote of current industry thinking.

Which means in-house bars and restaurants are increasingly looking to set themselves apart from their parent hotel through styling.

As well as being brand-reflective, hospitality uniforms must stand up to the rigours of work in an often fast-paced and demanding environment.

Aprons, the most obvious contemporary expression of brand style, are designed with large pouch pockets to fit notepads, iPads and payment devices and include easy-tie straps for busy staff.

Latest designs include crossback, bib, and waist aprons, with coloured ties allowing style variations and fabrics and shades reflecting the latest trends - think khaki, distressed denims and grey linens.

Chef jackets

Adjustable cuffs on shirts of service staff, for example, are a must where rolled sleeves are required, and extra-length shirts and t-shirts ensure staff don't expose their skin when reaching across tables, or up to high bar shelves.

Kitchen attire, from chef shoes to jackets to hats, is designed with safety top of mind.

Any fabric must stand up to regular and sustained washing without fading or stretching out of shape, with men’s and women’s shirts generally designed with subtle variations to sit comfortably on different body shapes.

The customary black or white chef jackets are now being complemented by stone-grey and denim zipped or buttoned options, and red, blue and lime green jackets are becoming de rigeur in the kitchen.

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That said, there is some room for style back of house.

HUMAN RESOURCES

www.accomnews.com.au

Why a quality booking engine

delivers more guests

the option to book a lower rate for a three-day period over their two-day original search, for example, they are more likely to book that extra night.

By Kate Jackson, Editor

A fully responsive booking engine is a must-have member of your reservations team.

Having the option to offer codes to exclusive customers that they can enter to receive a special discount is a great way to generate repeat bookings.

As booking platforms proliferate and travellers are forced to negotiate an ever more crowded marketplace, a reservations process which is inviting and user-friendly will drive business to your property.

On the flipside, one that’s frustratingly unresponsive will either push customers towards competitor sites or see them book your room through a commissioncharging, data-grabbing OTA. A system which enables guests to easily schedule dates and length of stay, room selection, extras, and payment all in one place creates a much greater chance of that customer following a booking through to completion and payment.

Your booking engine needs to be a 24/7, five-star member of staff enabling guests to book anytime, from anywhere, while catering to their myriad special requests - whether Richard in 217 requires allergy pillows or Billy in 211 needs a lockable balcony.

time, it gives you instant, guaranteed payments from your customers. Another desirable payment option is credit card storage, which allows the retention of customers’ credit card information in a safe and secure environment.

In the age of commission-led OTA dominance, a prominent and appealing ‘book now’ button is an important feature of any booking engine. It should include actionable language like “Make A Booking” or “Reserve Your Seat” and be eye-catching.

It should make accommodate payments and redemption of gift vouchers and loyalty points straightforward.

Other ‘call to action’ buttons allow you to promote specials and packages. A quality booking engine provides opportunities for upsell, promoting add-ons to compliment a seasonal marketing push, for example.

And it delivers analytics which help direct that ad spend in the most efficient way by helping you to understand your market.

And, most importantly, it should integrate easily with the networks which help deliver a quality guest experience - from property management systems to distribution channel managers.

For properties which attract a number of international visitors, a booking engine that can display information in other languages and accommodate different currencies is another business driver.

Seek brains and beauty

People who are looking for a holiday may want to stay abreast of your latest deals and promotions, so including social media integration in your booking software will allow them to quickly link to your social networks such as Facebook and Instagram.

Functionality is key to an effective booking engine.

Allowing for PayPal payments, for example, increases your validity by showing you support a universal system and value customer privacy and security. At the same

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And as we become increasingly attuned to insta-worthy

images, a booking engine which includes appealing highresolution images will allow potential guests to visualise your offer and steer them towards making a reservation.

Create happy bookers Not only should your booking service be optimised for smartphone screens, it should also be attractive and easy to navigate on tablets and larger devices so your customer can book a room with ease.

If customers have to scroll around the page, they are less likely to complete their booking – if they are satisfied with their booking experience, however, they are more likely to book direct with you again in future.

Accom operators should look for a booking service that can be customised to suit their property’s website design and embed seamlessly into the site.

Some re-direct users to another site to yours for booking, a process which can be a real turn-off for potential guests.

A customer will feel more comfortable booking with you if they do not get re-directed to another site, so make sure the booking sequence is embedded seamlessly into your website.

Be nimble The flexibility to quickly change, create and update offers through your booking engine is also important. If a customer can see they have

MARKETING

You also want to have control over the options you display, so if you prefer adults only at your property you should be able to remove the option for a customer to book with children.

It’s also important to ensure that a booking engine displays a whole range of dates showing availability and rates across all room types. This will be much more attractive to customers who are flexible with their dates or room and will generate many more bookings. As one industry insider puts it: “Having a booking service that limits room types to individual searches means that if a customer was to see it sold out on their searched date then they are likely to straight away look elsewhere to book.”

Call for back up As with any technological addition to your business, you might need support when it comes to your online booking system. Make sure you invest in a system that offers both online support and over the phone human back up.

A company that provides free 24/7 support can be invaluable and a local provider is worth considering. If there are issues with your service and you’re using an overseas provider you don’t need to find it closed during your operating hours.

Cloud-based software which links directly with your property management system allows you to manage your business remotely, working with customers while you’re on the go and backing up critical data which can be accessed from any location and any device, at any time. www.accomnews.com.au

The power shift making accom rethink its focus to pay for a private guide who can offer personalised insights, for instance, than to sign up for a cookie-cutter bus tour.

By Kate Jackson, Editor

There’s a quiet revolution happening in accom - the rise of the female traveller.

A visitor guide providing recommendations on memorable local experiences or ‘hidden gem’ destinations can be a powerful marketing tool for your accommodation - as can staff who really know their locale and its best assets.

Women today control more money and enjoy greater empowerment than ever before, and the result is a significant shift in travel habits.

Solo travel by women over the last five years is a market phenomenon. Over the last year alone, outdoor recreation company REI has seen a doubling in its registrations for womenspecific travel adventures.

Of course, women are not just taking control of their own getaways but are estimated to make more than 80 per cent of household spending decisions, including family travel planning and booking.

As a result, travel trends tend to reflect women’s interests.

Booming areas such as culinary holidays, voluntourism and cultural tourism are driven by female demand in 2019.

If accom is not working to enhance its offering by tailoring facilities to accommodate the needs and wants of the female traveller, it is looking in the wrong direction.

On the road For anyone travelling alone, little points of connection can be reassuring and even touching.

In August, I stayed at a hotel where there was a ‘handwritten’ note from the general manager welcoming me, attached to a parcel of strawberry and chocolate fudge topped with an edible mini surfboard.

Image: © olezzo, stock.adobe.com

without casting me as an extra from Shaun of the Dead.

When on the road, particularly for business, you are often looking to present the best version of yourself - and a bathroom mirror that accurately recreates daylight is a big plus. A well-lit full-length mirror is also a bonus, and my hotel offered both.

In room extras Making assumptions of female wants based on stereotyping can be dangerous, but presenting amenities that can be nothing but helpful, whatever your sexual identity, is good business sense.

Every self-respecting hotel room will offer a hair dryer, but quality dryers and hair straighteners speak of next level care. When it comes to face and body products, makeup wipes, body creams, cleansers and toners can give female guests a sense

that you understand their wants. And mammoth fluffy towels are something women travellers often talk to each other about as a guilty pleasure.

Similarly, a plentiful supply of luxe, eco-friendly shampoos and conditioners say to customers that you understand the demands of keeping both long hair and the planet healthy.

Soul, man Practicalities aside, women are increasingly looking for accommodation that speaks to them - and not just through greeting notes from the GM. In general, women engage more with the places they visit than men do.

“Women focus on the why of a destination rather than a what,” Claudia Rossi Hudson of Mary Rossi Travel told Traveller, arguing they are more likely

“For that reason, women are drawn to hotels that offer quality concierges and immersive activities. You want someone to open the door and allow you an authentic connection with the destination you’re visiting, without having to do a huge amount of work in preparation.”

On the whole Women travellers are rarely on the road because they have a surplus of spare time.

Many are frantically juggling relationships, children and careers and are looking to rebalance through their escapes.

Elinor Fish, the founder of allfemale travel operator Run Wild Retreats, told The Washington Post: “My clients are very successful in their careers but they are realising that they need to focus on their wellness, too.

“They know stress is an epidemic, so they are seeking out these travel experiences with other women in the hopes of returning home refreshed and restored.”

Of course, my brain knew this was a data grab with a hint of place setting, but my soul felt glad someone had made an effort to acknowledge my existence there.

Despite enjoying the spacious, stylishly-renovated room and sea view, my favourite feature was a backlit bathroom mirror which provided ample light www.accomnews.com.au

Hayley Baillie, co-owner of Australian luxury brand Baillie Lodges, told Traveller: “Women travellers want to be in the thick of it - to get amongst things and have a real, unmanufactured experience.

Image: © bunditinay, stock.adobe.com

MARKETING

Accom’s single biggest trend in 2019 is wellness - a movement powered by the rise in fameldriven bookings. Properties which tailor their offering around healthy food, fitness, balance and nature are best placed to take advantage of that lifestyle refocus.

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Preferred Supplier Programme

BED SPREADS & BED COVERING PRODUCTS

AIR CONDITIONING

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

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

Control your aircon Costs! 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: 1.

3.

4.

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

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5.

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

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.

For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.

remote The Ultima II remote gives you more control over your air conditioners.

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ISO 9001:2015

2.

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).

the

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

Quality Certified AU1135-QC

03 9465 6444

sales@comfortsleepbedding.com.au

www.comfortsleepbedding.com.au

FURNITURE

manufacturers of quality bedding QUALITY WITHOUT COMPROMISE

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

PREFERRED SUPPLIER DIRECTORY

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The sign of an Industry Specialist

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LAUNDRIES

SECURITY SYSTEMS &/OR CONSULTANTS

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GUEST ENTERTAINMENT SYSTEMS

The sign of an Industry Specialist HOTEL, MOTEL & RESORT SUPPLIES

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

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

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

Australia’s Leading Hotel Bedding Suppliers

Phone: 1300 651 355

www.hotelproductsdirect.com.au

07 5437 8544 info@mainlinen.com

COMMERCIAL GRADE HOSPITALITY LINEN

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Table • Kitchen Bed & Bath Linen

FURNITURE - OUTDOOR

INSURANCE

Suppliers of Quality Commercial Outdoor Furniture & Accessories • New Chairs • Tables • Sun Lounges • Umbrellas • Cushions & Accessories • Prompt Service Guaranteed REPAIRS - RESLINGS AND SUPPLY OF REPLACEMENT SLINGS TO P.V.C AND ALUMINIUM OUTDOOR FURNITURE

SYDNEY SALES OFFICE:

1800 4 LINEN (54636) sales@bevmartin.com.au

www.bevmartin.com.au PAINTERS & DECORATORS

0418 765 257

www.casualfurniture.com.au

coastalcasualoutdoors@gmail.com

A U S T R A L I A

W I D E

VISIT OUR SHOWROOM AT: Unit 4, No. 2 Cnr Captain Cook Drive and Kendor St, Arundel, QLD

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

www.daydreamleisure.com.au

Reward your best suppliers by nominating them for the Preferred Supplier Programme.

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

Ph 5520 1256

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

sales@daydreamleisure.com.au

Australia wide service supplying all types of furniture info@kudosfurniture.com.au

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

www.accomnews.com.au/ business-directory PREFERRED SUPPLIER DIRECTORY

They’ll thank you for it!

AccomNews - Spring 2019

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