AccomNews, Winter 2020 by Multimedia AU/NZ

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The essential industry guide

Issue 72 | Winter 2020 | 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 by Multimedia Pty Limited. The views and images expressed in AccomNews do not necessarily reflect the views of the publisher. The information contained in AccomNews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

Inside our Winter issue

Front Desk__________________________________

Editor's Note: We all deserve a break!............................................... 05

Industry____________________________________ AA Report: Lifting restrictions and maintaining JobKeeper essential to industry survival......................................... 06

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

Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. AccomNews, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/ or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 2020 Multimedia Pty Limited. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher.

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

EDITOR Mandy Clarke, editor@accomnews.com.au

ATEC Report: Our tourism industry is vibrant, energetic and adaptable........................................................................ 08 TAA Report: Different speeds on the road to recovery.............. 08 CIAA Report: Camping's back with a boom as 19 million Australians keen to stay in caravan parks!...................................... 09

ADVERTISING Tim Svenson, t.svenson@accomnews.com.au Dee Dawson, d.dawson@accomnews.com.au SERVICE Gavin Bill, service@accomnews.com.au CONTRIBUTORS

ATHOC Report: Unpacking common misconceptions about the timeshare industry................................................................ 14

Management_______________________________ What are the positives of franchising?.............................................. 15

Profiles_____________________________________ Budget Motel Chain: The Budget Motel Chain presents a united front............................................................................ 18 Holiday Inn Express Melbourne Southbank: Why we’re “green” with envy...................................................................20

Housekeeping______________________________ Executive Housekeeper: Marian Stratford on change and challenges............................................................................................22 Why cashless is king of the laundry....................................................25 Smells like rain: how indoor air quality can be that refreshing.............................................................................................26

Cleaning standards in a brave new COVID-19 world................... 30

Guest Facilities_____________________________ Hotel gyms muscle in on bookings.....................................................32 Holiday venue playgrounds that squeal good fun.........................34 Go, go gadget: Responding to guest demands in a pandemic..............................................................................................36

Technology_________________________________ Show business: Why good TV is gold................................................. 39

STAFF WRITERS Lucinda Dean, Kate Jackson and Rosie Clarke PRODUCTION Richard McGill, production@accomnews.com.au

AHA Report: Heading towards the debt cliff................................... 10

Safety & Security____________________________

What are the latest door lock developments?...............................44 Leading the way on emergency lighting?.........................................47 Do you have what you need to offer superb tech?.......................48

What’s Hot............................................. 50 Food & Beverage____________________________

Ana Leal, Brendon Granger, David Adolphe, Dean Long, Laura Younger, Madeleine Sawyer, Michael Johnson, Peter Shelley and Stephen Ferguson

Cashless convenience: COVID-19-friendly vending machines......................................................................................52

KEY

What a cool time to upgrade your air conditioning systems....55

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!

AccomNews - Winter 2020

Energy & Resources_________________________

60 FRONT DESK

How outdoor heating can fire up winter profits.............................58

Refurbishment______________________________ Biophilic design: Hotel trends in interesting times..................... 60

Preferred Supplier Directory.................... 62 www.accomnews.com.au

It is time for COVID-19 to give us all a break! Here at Accom News, we have sadly witnessed surprise dissolutions of well-known publishers. Gratefully, our family business remains strong and we thank our readers and team for their loyalty and support. We had to say goodbye to our wonderful editor Kate, and while you have known me for many years, writing and publishing content for you in Accom News, I am now trying on Kate’s editor shoes for a while and I hope they fit as nicely. I am a Queenslander but Oamaru, New Zealand has been my temporary home for the past six months, with cancelled flights I bunkered down in the cool South Island throughout lockdown. The experience has given me a unique perspective and an insight into how the

with the fact that the return of international incoming visitors is a long way off.

Mandy Clarke, Editor editor@accomnews.com.au accom industry on both sides of the pond managed the COVID-19 crisis and how it is faring since lockdown eased. Both nations (for the most part) did a brilliant job and I hoped (along with many) for a ‘Tasman Bubble’ to open in July. It did not happen, my hopes faded as the frightening second wave developed in Victoria and border restrictions were strengthened. Now I think we must all come to terms

We know we must remain protective of our borders and our health. While I am keen to return home to Brisbane, I am not quite so keen on the idea of forced isolation in a hotel, especially after all the tales of COVID spreaders causing chaos in Victorian isolation. After spending so long on an island that has been essentially free from COVID cases, I fear I would be at risk of catching the virus in a hotel facility filled with hundreds of overseas travellers from global hot spots. Will this be the ongoing travel dilemma for us all in a post-COVID world? Without a vaccine, I think it is very likely that domestic travel will be the only form of travel for the foreseeable future. If a second wave of COVID does not reach the other states (as we go to print, NSW

hot spots have hit the news) Aussies will certainly stick to their own backyard. Economic recession may make everybody less inclined to go on holiday, even locally. Still, I predict a surge of long weekend visitors from larger towns and cities to coastal and regional towns, with camping, holiday parks and smaller accom proving popular. I also think locals will be tempted to book deals close to home in luxury hotels if the price is right! Longer term, my hope is that COVID-19 kickstarts a more sustainable tourism industry for us all. It should force us to strategically target a longterm domestic market. Think about all the billions of dollars, extravagant Aussies spend every year travelling the globe – it would be great to see those dollars filtered into our tourism related industries and of course the accom industry. Enjoy this issue!

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AccomNews - Winter 2020

EDITOR’S NOTE

We all deserve a break!

The past few months have seen the Association active in mapping the road to recovery to ensure that government clearly understands the measures that are essential for a strong vibrant accommodation industry post the pandemic. As an industry, we need to emerge from the crisis in a position to help build confidence in the sector, in what will be a highly competitive and disrupted tourism market. The overarching principle of our Roadmap to Recovery is the retention and wellbeing of our workforce and the sustainable opening of our hotels, to ensure we emerge a stronger and more competitive sector in the future. The Roadmap commences with a very clear message: “The extension of JobKeeper and HIGA measures until March 2021 are essential to retaining our workforce and critical to industry survival.” We have been active in communicating our agenda to Federal Treasury, the NCCC, the tourism minister and various state governments and in taking our case to the media. The industry has experienced revenue falls of -85 percent across the past four months and stimulation of future demand will only happen if governments lift current restrictions and business and consumer confidence returns. Until the

AccomNews - Winter 2020

bars in the accommodation sector would open. The goal ultimately is to remove the capacity limit altogether! This quarter, we welcomed the announcement by the federal government on the greater flexibility permitted by Health around physical distancing, opening up to 2m2 per person Dean Long CEO, Accommodation Association

industry is free to drive demand to stem the huge cashflow losses, government support measures are crucial for short to medium term viability. Extending JobKeeper and the HIGA measures, for a further six months after September, is essential for our survival and the future employment of the 56,000 workers currently securing this benefit.

Our Roadmap to Recovery emphasises measures to lift government restrictions Key to recovery will be getting the borders open and planes flying. Removal of physical distancing restrictions is a further priority. Our recommendation to governments was that extensive hygiene and servicing measures would be put in place in combination with physical distancing measures of a maximum of 2m2 with a review after two months’ maximum. Our modelling showed that 2m2 per person becomes the point at which most restaurants and

The easing of restrictions when supported by health and hygiene measures is a common sense outcome that is vital to opening up restaurants, cafes and meeting rooms and in enhancing the destination experience. Industry research undertaken with AHS Advisory and Horwath HTL showed that once restrictions are eased an average of only 53 percent of accommodation hotels would have re-opened their Food Beverage outlets if physical distancing remained at 4m2. We welcome the proactive engagement we have had with federal and state governments on this issue and look forward to the continuing removal of restrictions to assist hotels in their recovery.

IR Reform One our stated priorities in the Association’s Roadmap to Recovery, is industrial relations reform. This is in keeping with our focus on the wellbeing and retention of employees. As recognised by the Prime Minister, industrial relations reform is necessary given the scale of the jobs challenge that the nation faces post-COVID.

INDUSTRY

The federal industrial relations minister, Christian Porter, has been tasked to map a practical reform agenda with employers, unions, and industry groups. This process will end in September 2020. The Accommodation Association is committed to actively contributing and making recommendations to the reform agenda. Working with the NABE board and HFW, we are preparing the evidence base on IR reforms that will benefit our members and their employees. Our industry is in the biggest fight for its survival, unmatched by the GFC, SARs or 9/11. Circumstances well outside our control have destroyed demand. Our Roadmap to Recovery highlights the key steps to economic recovery for our sector, from retaining employees to driving demand. In particular, we continue to emphasise the critical role of JobKeeper and the necessity of ongoing tailored support until March 2021 to guide the sector through the recovery process (given current operating losses) and the extension of the HIGA measures that have supported the retention of employees. We look forward to working with government on the next stage of recovery, aimed at ensuring the improved viability of opening hotels and outlets and bringing back staff, while continuing to recognise the need for comprehensive hygiene measures. www.accomnews.com.au

©Rawf8 - stock.adobe.com

AA REPORT

Lifting restrictions and maintaining JobKeeper essential to industry survival

ATEC REPORT

Our tourism industry is vibrant, energetic and adaptable Globally, people love to travel and, locally, our tourism businesses love to have them visit. Certainty is at the core of an individual's ability to travel and a destination's ability to offer a great experience. People want to know that what they booked and paid for will be there when they arrive and there is a great deal of trust in the global travel distribution chain, which flows from the consumer, through the agent, the wholesaler, inbound tour operator (ITO) and to the end service provider; the experience itself.

TAA REPORT

COVID-19 has removed all certainty, has deeply affected everyone’s life and has had a massive impact on the way we can and will travel. In the immediate future, we are looking for answers on when we can make a commitment to our holiday plans that extend

Peter Shelley, Managing Director, Australian Tourism Export Council

beyond our state borders or next weekend and all the questions that go with it - flight availability, accommodation and will there be anything open once we get there? All the certainties about travel we have come to expect and rely on are now unstable. From the industry perspective, a lack of certainty around flight destinations, frequency and how much they will cost, dates

From June 26, crowds of 30,000 will be allowed at football games and you will be able to enjoy a drink with friends standing up. Many in our industry have hotels in multiple jurisdictions so operating in this environment is tough. But this is where Tourism Accommodation Australia shines. Our national network and connections to governments at all levels are second to none.

Tough decisions were made by the federal government in the initial stages of the COVID 19 crisis.

The road back, however, is not going to be as simple. With most decisions now being left up to individual states, things have become more complicated. We are all on the same road to recovery, but some are

AccomNews - Winter 2020

Michael Johnson CEO, Tourism Accommodation Australia

moving much faster than others. Each state has its own unique set of circumstances, and the difference between them seems to be widening

With the opening of our international borders even further off and more uncertain, our tourism businesses are even more confused and increasingly fragile about how to progress future plans. While we hear our supply chain partners in international markets are fielding requests

each day. While Victoria is tightening up restrictions after several days of new cases in the double digits, Western Australia is opening up to almost pre-pandemic freedoms.

Different speeds on the road to recovery Decisions like shutting the borders had an unprecedented and instant effect on our industry, but at least we were all in the same boat.

when we will start to welcome interstate visitors and how much notice we will get, all loom large over our tourism businesses. Tough decisions will be made in every tourism business around social distancing and the impact this will have on operational capacity. ATEC’s recent industry survey has shown 62 percent of tourism businesses need 60 percent or more capacity to be viable and most, if not all, businesses who have been brave enough to re-open their doors would be most likely falling well short of being commercially viable.

TAA and AHA’s state CEOs and presidents have worked tirelessly since this crisis working on localised responses with their various state and territory governments. Their efforts to open hospitality have been critical to getting our accommodation hotels back open. Without somewhere to have a meal or a drink – no-one

INDUSTRY

for bookings from August onwards, our businesses are not in a position to secure the booking due to the uncertainty regarding the reopening of the international borders. And, of course, there are operational considerations. Getting staff back into the business, retooling them with new COVID requirements, additional costs of distancing and what does the market look like mean many businesses don't yet know how to price themselves to be competitive going forward - this week, next month or next year. With little visibility on what markets may be open to work with, product suppliers are also in the dark on what kind of experience will work for these new markets, and what they will be looking for. The partnerships between buyers and sellers has also

will travel. In Western Australia, for example, we have a 2m2 rule due in part to the efforts of Bradley Woods and his team. We also have 115,000 hotel and hospitality employees in WA who are COVID-19 trained in preparation for the return to business. In South Australia and the Northern Territory, we are now seeing borders re-open due to the work that Ian Horne and Alex Bruce have put in with their ministers and state leaders. Then there’s Tasmania where Steve Old and his team have done so much in training and counselling – advising businesses how to get through the pandemic and in Victoria Paddy and Dougal support through developing both closing checklists and more pertinent today, re-opening checklists for the many hotels that have been in hibernation. In Queensland we are advocating for Stage 2, and hopefully Stage 3, restrictions to be brought forward by two weeks – allowing food

www.accomnews.com.au

And critically, the fear that was created off the back of the unprecedented closure of international borders, subsequently created a cashflow crisis, with the tremendous uncertainty seeing many intermediaries within the trade distribution channel effectively holding onto payments in the short term – sharpening the focus on relationships within the distribution channel. The go forward presents its own set of challenges around setting international rates for April 2021 onwards with the uncertainty of demand as well as the additional costs of providing COVID-safe experiences in a post-COVID world. There are many learnings which

and beverage and functions to operate. And in the ACT we are pushing the 2m2 rule, Wellington-Canberra flights and having organised conferences and business events excluded from “gatherings” definitions. It would be remiss of me to not mention the efforts happening here in my home state of New South Wales with John Whelan and the team in Macquarie Street working closely with government ministers, as well as the treasurer and deputy premier. On top of the state collaboration, we also have our national voice. Martin Ferguson is chair of our TAA national board and also actively involved in the tourism restart task force that reports directly into the NCCC, which goes back to the national cabinet. This has supported and assisted National Cabinet in achieving the three-phase step to recovery. We also have

www.accomnews.com.au

we can take from the COVID experience, learnings which we need to recognise and address to strengthen the value of the international trade distribution channel. ATEC has fielded several calls from across the industry to review the timeliness associated with the existing invoicing and payments process with a view to ensuring payments are received in a timely manner, and that Australian based inbound tour operators and travel suppliers are not at risk from the slow release of payments by offshore wholesale partners. In response to the above challenges, ATEC is working in partnership with both tourism buyers and sellers to establish some industry best practice guidelines around cancellations, invoicing and payments to strength commercial partnerships as we collectively put our shoulder to the wheel to build back our international tourism industry. It is a new world, full of uncertainty, but one thing that will remain unchanged is people will want to travel and Australia will continue to be top of the bucket list of the future.

Stephen Ferguson our national AHA CEO and myself of course. Our big directive right now is working with Federal Treasury on the extension of JobKeeper. This is critical for our industry and we are investing both fund and resources to ensure we achieve the results for members and the industry - and the exemption of FBT for three years to assist in our hotels driving revenues as we work to recovery.

Camping's back with a boom as 19 million Australians keen to stay in caravan parks! The caravan and camping lifestyle is deeply rooted in the Australian psyche, with 19 million Australians indicating they would consider staying in a caravan park, according to new research released by Caravan Industry Association of Australia. Caravan parks are some of the safest accommodation types available in Australia, ideally suited for Australians to get away and have a safe and much needed holiday. “By design, caravan parks have large open spaces, cabin accommodation and many caravans/RVs have their own toilet, shower, kitchen and air con systems reducing the need to use shared facilities. Caravan parks have also increased strong cleaning and hygiene practices in place,” said Keelan Howard as general manager of marketing and communications, Caravan Industry Association of Australia. In addition, caravan parks don’t rely on shared corridors and lifts to reach their accommodation and have recently introduced specific staff training regarding COVID-19 best practices and cleaning high frequency touchpoints to ensure a safe and enjoyable holiday option for Australians.

There is no doubt we have a long road to recovery, but TAA and the AHA have the experience and resources to support our hotels on both a state and federal level. We understand and appreciate how tough this crisis is for our hotel owners and operators and we will continue to give them the tailored support they need to emerge at the other end of this crisis and get back to what we do best.

Australians are keen to get back on the road, with a survey of Caravan Industry Association of Australia’s audience showing that 80 percent wish to take a

INDUSTRY

CIAA REPORT

been challenged over the past six months, beginning with the Australian bushfires and closely followed by COVID, the industry has experienced massive cancellations and/ or re booking requests for every international market. This has created an enormous workload with negotiations over the cancellations conditions testing many commercial relationships across the inbound distribution channel.

Madeleine Sawyer Tourism Executive, Caravan Industry Association of Australia

caravan or camping holiday in the next two months, providing a much-needed boost to regional Australia and the tourism industry. According to Tourism Research Australia, Australians spent a total of 59 million nights caravan and camping in 2019, making caravan and camping the most popular accommodation option for Australians! Our ‘Real Richness’ research report highlights that there is a lot of truth to the saying ‘happy campers’ with many benefits to both physical and mental wellbeing by enjoying a camping trip. “People who go camping are happier, more optimistic, less stressed, feel closer to their partner and their children compared to those who don’t,” said Mr Howard. As increased freedoms are gradually extended in different states this is the perfect opportunity to take a trip to reconnect, refresh and reenergise. Naturally, caravan and camping trips offer a great way to visit regions through Australia and support local communities independently.

AccomNews - Winter 2020

AHA REPORT

Heading towards the debt cliff In the hotel industry, we do not use the term ‘hibernation’.

calling for the government to shut down accommodation hotels, the AHA and TAA fought for hotels to retain the right to stay open. After seeing the need for isolation and quarantine accommodation in cities such as Barcelona, the AHA and TAA moved quickly with the federal and state governments to provide solutions for accommodating Australians returning from overseas.

Popular with some politicians and the media, it gives the false impression that after three to six months of rest, everything will bounce back to normal. But as restrictions begin to ease in most states it is abundantly clear that the hotel sector is in no position to just “snap back”. Recent data shows just how bad things are in our industry. Occupancy is down by 70 percent nationwide, and room revenue down by 66 percent. A recent NSW survey found that if JobKeeper was to finish under current trading conditions, 44 percent of staff would be laid off or have their hours reduced. In Queensland, 77 percent of venues said they would not be open today without JobKeeper. So instead of using hibernation, we use the term “debt cliff ”. It is a means of explaining to government that while the doors of hotels were shut, bills such as electricity network charges, insurance, security, leases and interest still had to be paid. Shuttered hotels had zero revenue, but costs continued to accumulate. These loans and losses did not disappear once the doors re-opened and the longer partial closures and capacity limits remain in place, the greater the “debt cliff ” escalates. The real fear for hoteliers is

AccomNews - Winter 2020

Stephen Ferguson CEO, Australian Hotels Association

how long the banks will hold out before calling in loans, forcing sales and evictions. The bridge to recovery for hotels and their staff will be slower and take longer than many other sectors. Hotels are directly impacted by the international travel bans in place and likely to remain for the next 12 months. Moreover, closed domestic borders are resulting in virtually zero business travel and venue capacity limitations are forcing all major events to be placed on hold. This is why we have put to the government several submissions proposing initiatives to help the hotel industry back on its feet. Our first proposal to the government included a wage subsidy, assistance with commercial leases and the early release of superannuation. The government responded positively with the announcement of schemes such as JobKeeper and the ABA small business relief package. When others were

The AHA through our offices in each capital city have been working closely with state and territory governments to ease capacity restrictions placed on the hospitality sector and mass gathering. Having fully functional and vibrant pubs, bars and restaurants is essential in encouraging domestic visitation. Likewise, easing restrictions on mass gatherings is necessary to create the demand drivers for people to travel, e.g. business, sporting and cultural events. It is a tough process, but we are making ground. We are also leading the campaign on having JobKeeper extended. Our argument for extending JobKeeper beyond September is that for $750 per week, the government can keep people out of Centrelink queues, keep staff connected to their employer and help hotels stay afloat until restrictions are lifted and trade increases. Those reasons might seem obvious to you and me, but unfortunately the government views these things through a different lens.

INDUSTRY

The government has advised that while they appreciate the equity and fairness issues associated with them having shut down our industry, we need to show that future dollars spent will have a “multiplier” effect on creating jobs and stimulating the economy. On behalf of AHA and TAA, Ernst and Young (EY) is preparing a weekly update for Treasury and government with an update on current occupancy and room rates, forecasts and gross revenue percentages. This is being backed up by economic analysis by EY to support our arguments for removing FBT for entertainment and accommodation expenses for a period of three years. The argument underpinning removing FBT is that without international travel, we will need to stimulate spending on domestic travel, dining out, events and accommodation. Removing FBT is a simple way of encouraging Australians and Australian businesses to spend in this way. Another key area that AHA and TAA are involved is in the Attorney General’s review of the IR system. Phil Ryan and I are representing employers on the award compliance and simplification forums. The difficulty is that the award system has been entrenched for decades. Every change - such as penalty rates has been hard fought – but we will keep pushing. www.accomnews.com.au

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ATHOC REPORT

Unpacking common misconceptions about

the timeshare industry Following on from our last issue, the Australian Time Share Holiday Owners Council unpacks more common misconceptions about timeshare…

upkeep of your timeshare. But unlike your home, a timeshare provides a way to spread these costs among the other owners. With most timeshare organisations your maintenance fee provides refurbished furniture, appliances and general maintenance on your property.

Myth: Timeshare is an expensive way to holiday Reality: Over time, if you own a timeshare, you’ll spend less than you would if you took individual holidays. According to the American Resort Development Association and the US Travel Association, if your average annual holiday in a 3 or 4-star hotel costs US$3000 each year then your savings over 20 years would be more than US$25,000 if you purchase a timeshare. And the accommodation and facilities at the timeshare are likely to be of a higher standard as the properties are well looked after by people who stay in them who have a sense of ownership. In addition, it is easy to travel on a budget with timeshare. Some hints and tips include spending time on your holidays

AccomNews - Winter 2020

Laura Younger General Manager, Australian Timeshare Holiday Ownership Council

at the resort taking advantage of the free activities right at your fingertips. Pass on the checked baggage - no need to bring endless clothing when your timeshare comes with a washer and a dryer. Skip eating out at expensive restaurants and cook in your own kitchen instead. Myth: Maintenance fees are a rip-off Reality: Maintenance fees keep your resort beautiful so you can enjoy a fabulous holiday! Just like any property, there are costs associated with the

In addition, you can enjoy beautiful grounds, maintained facilities such as the swimming pool and gym. While on holiday, you can also enjoy service from a great team of staff and fun activities. These high standards ultimately make for a great holiday. Myth: Timeshare owners are mostly older. Reality: Timeshare works for all kinds of travellers of all ages; young, old, solos, and families. 180,000 Australian families, in fact, enjoy timeshare, which can be a really good way to holiday as the accommodation offers space and privacy. Having multiple bedrooms gives mum and dad a chance to connect without being crammed into one hotel room with the kids.

INDUSTRY

With timeshare you have added comforts such as a wellequipped kitchen for the nights you want to stay in and relax. Bringing your own food and drink will also save you money and give you more spending money for other activities. And there are lots of free activities to enjoy at the resort too! Whether young or old, for travellers who want to go further afield, when we can safely do so again, there is a whole world to enjoy with timeshare by maximising your exchange options. Timeshare no longer must be about returning to the same resort year upon year. Most timeshare models involve owners buying points, which act as holiday currency. Every time the owner wants to go on holiday, they choose the location, accommodation and duration and pay from their allocation of points. This means you can explore somewhere new every year safe in the knowledge you can enjoy the high standards you come to expect from all timeshare accommodation. www.accomnews.com.au

By Kate Jackson, Industry Reporter

Accom is 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 in an autonomous world, particularly if you are new to the game and keen to tap into the knowledge of some successful veteran campaigners. The management tiers that come with a franchise provide a support system for tackling issues that crop up daily - from OTA demands and staffing issues to scraps with guests. Being part of a chain means having a network of other operators to 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. Franchises are well-oiled machines that, in many cases, have been operating accommodation in Australia for decades. They help establish standards of excellence and support their members in myriad ways - from in-house training to access to old fashioned ‘been there, done that’ advise.

Join the club As a mum-and-dad operator, trying to get your accom noticed in a world dominated by online travel agents and an everchanging social media landscape www.accomnews.com.au

marketing is daunting. Those choosing to join a franchise often do so because of the access it provides to extensive marketing and booking networks. While a franchise must align with what a property has to offer, and franchisees should always research carefully before jumping aboard, there are several models in the market which make matching a property with a franchise an easier task.

Loyal following 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. In an online travel world dominated by huge global booking agents, ‘owning’ your guest has never been more important. 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 2020, and accruing points means those business travellers are far more likely to rebook directly and return with their families. Franchise networks offer extensive loyalty network systems which encourage guests to rebook with a brand and help drive repeat business across the group.

Property management While any quality modern PMS system should interface easily with myriad software systems, systems employed by networks generally offer enhanced connectivity and functionality.

Franchise opportunities tend to include access to a property management system which facilitates the creation and selling of marketing campaigns across multiple platforms, encouraging guests to book with any of the group’s franchisees.

The power of many Larger accommodation brands are savvy about ways to drive direct bookings. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, people tend to know that big brands offer free wifi, complimentary extras or discounts to those who pick up the phone or book direct online. Networks represent an overarching set of values to guests which help market their individual members. They have the available resources to consider different advertising campaigns and techniques, whereas those going it alone might not have the funds to employ social media savvy and marketing ingenuity. And within a quality brand which sets high expectations for guest experience, there’s the flow-on effect of fellow operators creating such a positive experience for guests that it convinces them to book again under the same brand umbrella. The crosspollination of guests is especially helpful for those in competitive markets, where guests are likely to ‘go with what they know’. Franchises inevitably have much greater clout to negotiate lower OTA commissions on behalf of their franchisees than

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individual operators, and a far more powerful voice with which to argue policy and procedure.

Expectations and reputations Where independent properties have to start from scratch when it comes to reputation, franchisees benefit immediately from the reputation of a parent franchise. But they are required to adhere to a predetermined set of quality standards, so there’s never a doubt about what’s expected when it comes to benchmarks, and guest expectations are pre-ordained and pre-managed. The very specific standards franchisees sign up to ensure those guest expectations should always be met and brands are circumspect about operators they welcome into the fold, putting prospective franchisees through a lengthy selection process. Reputation cuts both ways - franchisees can benefit from the reputation of a brand, but that brand need to protect its standing and ensure any new addition will be a positive addition. Typical guest expectations for a franchised property will involve good mattress quality, in-room food options, strong amenity offerings, etc. Some of these are things that can be difficult for independent properties to provide off their own bat and franchisors will often support expectations that are difficult for members to deliver - helping with arrangements for free wifi delivery, for example. AccomNews - Winter 2020

What are the positives of franchising?

City Edge Apartment Hotels – Service with an Edge®

City Edge Apartment Hotels have been known for two decades for friendly, eﬃcient reliable and low-cost apartment solutions, servicing the needs of informed and value conscious travellers. Founded by CEO Peter Cushen and Managing Director Irena Cushen in 2006, City Edge has now grown to over 7 locations in Australia including North Melbourne, Melbourne CBD, East Melbourne, Box Hill, Brisbane CBD, Dandenong Central and South Melbourne. The driving force behind City Edge Apartment Hotels is a husband and wife duo with an intuition to grasp opportunity when they see it and the business acumen to realize it. In 2002, Peter and Irena bought

AccomNews - Winter 2020

a 20-room motel leasehold in the inner-Melbourne suburb of Brunswick. In 2003 they purchased the Treasury Motor Lodge in East Melbourne. About 200 metres away was City Edge East Melbourne Serviced Apartment Hotel. The City Edge name had obvious potential as a brand name, so that business was acquired too. At that stage, all three leaseholds traded under different names. The City Edge words and logo were trademarked. The Brunswick motel was sold, and Treasury Motor Lodge was re-branded to City Edge East Melbourne Serviced Apartments. The die was cast, paving the way for an expanding presence in the Melbourne hotel scene. That presence has come a long way, with Peter as CEO and Irena as Managing Director. Expansion began in earnest in 2009, when they opened City

Edge on Elizabeth as a brand new property in Melbourne’s CBD, then added another new build, City Edge North Melbourne, the following year.

extending the reach from the CBD to 35 kilometres out to the east. City Edge offers self-contained apartments and hotel rooms featuring:

In 2015, the Explorers Inn in the Brisbane CBD was purchased and re-branded to City Edge Brisbane Hotel. In the same year, construction of City Edge Box Hill commenced, on a block of land purchased by Peter and Irena some years earlier. A planning permit had been sought and granted for a mixed use development of some 9 storeys, which at the time was one of the tallest buildings in Box Hill. This was the first purpose built City Edge, and it was an execution of the vision of what subsequent City Edges would be.

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Friendly staff with local knowledge

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Fully furnished studio, 1, 2 and 3 bedroom apartments and hotel rooms

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Kitchen/kitchenette

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Laundry facilities (inapartment or within the property)

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Resident manager and CCTV security

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Secure, fast and efficient online booking

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Strategic and convenient locations

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Free WiFi

In 2018 City Edge Dandenong was added to the portfolio,

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The latest and greatest – City Edge South Melbourne Apartment Hotel

Trade Marks City Edge takes great care to protect the reputation of the brand. The City Edge trademarks are:

Launched late February 2020, City Edge South Melbourne is an apartment hotel without compromise. The hotel comprises 69 4.5 star apartments in varying configurations.

Registration No. 1203282 The Comforts of Home Registration No. 1248786

The hotel franchise partners, Ronnie and John, were selected after passing City Edge’s rigorous selection process and immediately proved their worth in trying circumstances. The hotel was opened just as the Covid-19 pandemic struck. Yet, in true City Edge form, the hotel thrived and turned a profit in only the second full month of trading. Peter Cushen, CEO and cofounder of the City Edge chain said “the thing that sets City Edge apart from other hotel brands is its ability to adapt to changing economic conditions. We have a track record of finding new markets and revenue streams when the going gets tough. City Edge on Elizabeth was opened during the GFC, and City Edge South Melbourne opened during Covid-19. Our ability to innovate means that all seven of our hotels have remained open – and profitable - during the pandemic, and we are confident of surviving this difficult time.”

The environment and City Edge Too much carbon in the atmosphere, caused by human activity, is altering the world’s climate. City Edge has embarked on a program to reduce its carbon footprint, the ultimate aim being carbon neutral. City Edge is committed to the sustainable use of renewable and recyclable energy and consumables and the reduction of waste on an ongoing basis.

The City Edge franchising program The City Edge franchise program, launched in 2014 after some two years in development, always involves the selection of a premium location, followed by exhaustive due diligence. Only after a very vigorous process is an agreement to lease executed. Peter and Irena never sign a lease they would not be prepared to operate under themselves. This approach gives prospective www.accomnews.com.au

CITY EDGE Registration No(s). 1251359/1793857 Service with an Edge Registration No. 1434996

franchise partners confidence that they are buying into a business with the highest possible prospect of ongoing profitability. Every time City Edge opens a new hotel, an opportunity presents itself for hands on, motivated individuals who aspire to own and operate an efficient, effective and profitable accommodation business. Franchise partners are responsible for delivering a pleasurable and rewarding accommodation experience leading to the development of loyalty, referral and repeat business for the City Edge brand. City Edge believes that the success of the brand lies inherently in a mutually beneficial relationship between the franchisor and franchise partner. Because of this understanding, the City Edge model has been developed to ensure that its operators achieve their personal and financial goals whilst at the same time, promoting and growing the City Edge brand.

a desire to deliver exceptional, efficient and affordable accommodation experiences, and always at the best value, for people traveling for business, leisure or any other purpose. Loyalty – A dedication to driving loyalty to the City Edge brand at every opportunity.

City Edge values The core values are driven by

for savvy travellers Registration No. 1530462 Go anywhere. Stay here Registration No. 1841068

City Edge quick facts

Guest experience – A devotion to clean, safe and rewarding accommodation experiences for every guest.

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The City Edge name has been in business since 1995

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City Edge has been offering franchises since 2014

Stakeholders – A commitment to ensuring that all stakeholders achieve the best possible return on their investment.

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City Edge boasts a loyal customer base (60% repeat)

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Market Segment FIT Travellers (40%)

Innovation – A passion for engaging audiences through innovative and empowering online experiences

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Market Segment Corporate Travelled (40%)

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Alliances with Travel Agents and GDS

Why City Edge

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Access to Consortias and RFPs

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Centralized PMS, CRS, mail server, website with booking platform

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Central Reservations, Central Support Office, Group Marketing Support

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City Edge enjoys relatively stable occupancy

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City Edge does not suffer from seasonal fluctuations and industry downturns

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City Edge is the first choice for hospitals, groups and savvy corporate travellers

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City Edge leads the way with online technology

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City Edge has superior intellectual property with seven registered trademarks

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City Edge is growing its Average Room Rate, however, we are still significantly better value than most of our main competitors - by up to 15% for comparable accommodation.

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Lots of flexibility – stays from just one night to weeks or months

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Kitchens/kitchenettes with hotplates, microwave, crockery, cutlery and glassware. Laundry facilities with washer/dryer and iron/ ironing board enabling guests to save on hotel restaurant bills & laundry costs

As the franchise partners succeed, the relationship strengthens, and business success is further enhanced. City Edge on Elizabeth, in the heart of Melbourne’s CBD, is retained under Peter and Irena’s direct ownership. This means they keep some “skin” in the game and use it as a training hotel for new franchise partners. “We are first and foremost hoteliers, and we never want to stray too far from the reason we entered the accommodation industry in the first place, which is being hands on operators, as we expect our franchise partners to be”, says Irena.

Registration No. 1530352

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More living space – a whole apartment with separate bedroom/s, bathroom & living areas & many have desks so you can work, rest and play

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Cheaper rates than many traditional hotels of a similar standard/location due to minimal or no servicing – especially when staying medium to longer term

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Freedom to come and go as you please with a relaxing, Comforts of Home® atmosphere – great after a hard day’s work

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AccomNews - Winter 2020

The Budget Motel Chain presents a united front By Mandy Clarke, Editor

The Budget Motel Chain is synonymous as a leading brand, providing excellence in accommodation for today’s diverse market. It is well recognised for offering good, clean, comfortable accommodation at affordable rates for cost-conscious travellers throughout Australia and New Zealand. Budget member properties can be found all over Australia, delivering a unique balance of attractive aesthetics, great customer service and affordable pricing.

system saves a considerable amount of money on merchant fees. With the DDS system, guests are charged at time of booking to ensure that the property receives part or full payment for their bookings as security against ‘no-shows’.

One challenge the industry faces is the decision to operate independently providers, wanting to know more about becoming part of the Budget Motels family. The Budget brand has some unique points of difference compared to other chains. Some of the benefits of membership that were highlighted by Chris are listed below:

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A wholly owned and operated channel manager, UseROSS, which is included with membership and is constantly being updated based on feedback from accommodation providers

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To reduce EFTPOS merchant fees, we have introduced a secure direct deposit system (DDS), for use by properties which utilise the UseROSS Channel Manager. This

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A Book Direct (or book now) button. Although there are a lot of book now buttons available, ours is designed specifically for the UseROSS Channel Manager, making the booking process simple and secure

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In-house IT support for members who use the UseROSS Channel Manager

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Advertising of member properties to a database of over 200,000 people

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Access to bookings via our corporate contracts

Christopher Fozard is Budget Motels’ operations manager. He brings years of defence, customer service and community organisation experience to his role as well as a passion for hospitality.

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Inclusion in social media campaigns

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An ever-growing list of preferred partners, specifically focused on providing the best service to our members

He warmly welcomes interest from any accommodation

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Keeping members up to date with regular newsletters

The Budget Motels Chain encompasses four brands: the well-known Budget Motels, Orbit Inns, Paragon Hotels and their newest brand, Budget Motels Gold.

AccomNews - Winter 2020

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A simple fee structure ensuring equality for all members

PROFILES

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containing the latest industry news, especially during this COVID-19 period

parity in Australia highlighted how working together can have a greater impact.

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An invitation to our closed, members only, Facebook group. Have a question or comment, ask our members for their suggestions

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Annual conferences and AGMs in beautiful locations

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Ability to display signage of one of Australia’s most famous motel icons, the Budget Motels black and gold ‘B’.

"Some accommodation providers are willing to push the boundaries in terms of what they can achieve and change but provide little motivation for innovation in the industry. If accommodation providers stop operating autonomously and begin to collaborate, we could see several (almost) immediate benefits to industry providers.”

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Engaging in community assistance, such as providing accommodation for bush fire accommodation and drought relief efforts and raising funds for the Cancer Council.

Such as? "OTAs no longer commanding price parity, dictating promotions, guest relocations and OTA commission based on location; “Pushing technological providers to innovate and bring convenience to their day-to-day operations;

The Budget Motel Chain’s team... Chris attests to the strength and spirit of the team at Budget Motel Chain. He said: “The team consists not only of our dedicated head office staff, but also our board of directors, who are themselves moteliers with vast experience and backgrounds. Their dedication, decisions and leadership have helped direct not only the future of the Budget Motel Chain, but the industry as well. “For over 40 years, we have also been supported by some of the accommodation sector’s leading organisations, focusing on providing the best levels of service and knowledge to our members and stakeholders.”

Tell Accom News readers why you think it so important to be part of a team.

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Chris told us that it is now more important than ever to band together to promote regional properties, to a country that is coming out of lockdown and looking to travel again. "Also as an industry, with COVID-19 at the forefront of everyone’s mind, we are dedicated to the Book Direct movement, to try reduce the amount of money going overseas to the OTAs who control so much of the online booking market. We, as an industry, need to work closer with organisations such as the Accommodation Association of Australia and other industry leaders, to push back against these behemoths. "This could be achieved in part by educating the public about how the OTAs operate and the commissions they charge every property for every booking. These

commissions can vary greatly, between 15 percent and 40 percent, and go offshore, without paying the same business taxes that every other business pays. I am sure you all saw ‘Dick Smith’s passionate video’ on the OTAs. We were grateful when Dick Smith reached out to us about this and applaud his actions.” Chris is convinced that the way forward is to show a united front. “One challenge the industry faces is the decision to operate independently. This reduces the influence that properties have when dealing with OTAs, as well as a reduced marketing budget. We all understand that a strong, united front empowers us to make changes to benefit the entire industry and therefore individual operators. Last years’ announcement from Expedia to no longer enforce rate

PROFILES

“Making decisions not on ‘gut feeling’ but instead based on predictive analysis and support from the industry; “Influencing the government and other decision-making agencies to ensure a continued growth in the industry; “Being better equipped for change and collaboration with other industries to create ‘win-win’ situations.’” Finally, Chris added: “The Budget Motel Chain would like to get to a point where we can deliver such benefits to all accommodation providers and will continue to be a voice for the ‘little guy’. “I’d encourage operators to make contact with us today and benefit from being part of one of the country’s biggest and friendliest accommodation families!"

AccomNews - Winter 2020

Holiday Inn Express Melbourne Southbank

Why we’re “green” with envy By Lucinda Dean, Industry Reporter

The Holiday Inn Express Melbourne Southbank is set to make its industry peers ‘green’ with envy as it shoots for the stars. The newly built 4-star hotel has an ambitious 12-month plan to become Australia’s first accommodation venue to achieve a 5-star rating

AccomNews - Winter 2020

from the National Australian Built Environment Rating System (NABERS). Opening its doors to guests on December 23, 2019, the landmark Melbourne hotel has already set a new standard in green hospitality.

the heart of Melbourne’s arts and entertainment precinct, Southbank, the 345-room hotel is integral to the 22-storey mixed-use development incorporating 370m2 retail space and 4,500m2 of commercial space and carparking.

Developed and operated by Pro-invest Group, the Holiday Inn Express Melbourne Southbank, was designed to consume 25 percent less energy than its city hotel counterparts. Located in

It was the first hotel in Australia to receive approximately $40 million in funding from the federal government’s Clean Energy Finance Corporation (CEFC). According to Pro-invest,

PROFILES

the $40 million construction and term debt facility was used to raise the original 4.5-star NABERS rating target to 5-stars. To shoot for the 5-star NABERS rating, the build incorporated high-performance glazing, highefficiency air-cooled chillers and condensing boilers, and solar photovoltaic systems on the hotel’s roof to augment the hotel’s light carbon footprint. Other green initiatives included regenerative lift drives rather

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than standard lift motors, which would enable the hotel to recycle energy; and integrated building management and guest room energy management systems to both monitor and drive building performance. Even fittings such as carpets were selected for their environmental sustainability, with flooring company, Interface, delivering 100 percent carbon neutral carpets for the hotel. Under the NABERS scheme, the pioneering ‘green’ hotel’s energy efficiency would be measured after 12 months of data collection on its energy usage. It is certainly the ‘green’ flagship hotel for Pro-invest, which operates all Holiday Inn Express Hotels in Australia under a master franchise agreement with IHG Hotels. Pro-invest Group CEO Ronald Barrott said: “Our partnership with the Clean Energy Finance Corporation will see the Southbank hotel, and all of our future new-build hotels, complying with strict energy-saving initiatives to ensure attainment of a 5-star NABERS energy rating.” According to Ronald, sustainability was the most important factor for 52 percent of consumers when selecting a hotel. “We believe our initiative can become a significant competitive advantage for the property and the brand,” he said. General manager Holiday Inn Express Melbourne Southbank, Kirra Stott shared with Accomnews the reason for the substantial investment and focus on sustainability. “The hotel industry has taken www.accomnews.com.au

some time to catch up to the broader construction industry in delivering truly sustainable developments and operational buildings,” Kirra said. “As hoteliers we have an important legacy to leave, especially when we truly consider the impact of our large-scale businesses on the environment.” Kirra is no stranger to a preopening having opened the 245 room Holiday Inn Express Adelaide City Centre in August 2017, also a Pro-invest Group development and an IHG hotel. She remained in her role as General Manager from April 2017 to March 2019 when she moved to Melbourne to open the group’s flagship Holiday Inn Express at Southbank.

Accom News asked Kirra how she would describe the new hotel’s points of difference. “Being designed with the mood of Melbourne in mind, the hotel is an exciting addition to the Southbank market and adds significant inventory to the cultural hub of Melbourne,” she said.

hard work, strategy and growth to deliver a market-leading flagship Holiday Inn Express”.

What were the challenges associated with this property? “All developments encounter challenges, certainly opening just prior to Christmas 2019, followed by the significant global impact of COVID-19 presented challenges for the team.”

What were the most important issues to get right before you opened to the public? “It was critically important we had the right team of people on board to deliver for our guests, owners and investors. “It was the focus and energy of our executive committee (Alexandra Loriente – DOSM and Kate Pooley – Assistant Hotel Manager) that ensured

“We always offer a free Express Start breakfast and complimentary, uncapped wifi to all our guests.”

we armed our people with the tools, resources and knowledge to deliver true hospitality under the Holiday Inn Express brand.

What are you most proud of, and what has been the reaction to the hotel? “I am most proud of my team – certainly having now completed two hotel openings within three years (Kate Pooley included as she was also AHM in Adelaide with me), the effort, grit, tenacity and enduring energy, enthusiasm and team spirit were not lost on me! “All that we achieved together as a team and with seamless integration into Pro-invest development and asset management teams was a feat, and something for the entire team to feel incredibly proud of.”

What have been the standout moments in developing this property? “Being able to watch the hotel ‘top out’ is a significant milestone for Hickory, Pro-invest Developments and Pro-invest Hotels. “On a personal note, the day my team opened the doors to the hotel was a great achievement – a culmination of an incredible amount of PROFILES

AccomNews - Winter 2020

Executive Housekeeper: Marian Stratford on change and challenges

though my initial training was in food and beverage, I completed my practicum in all departments of a hotel. Before moving to the world of housekeeping I was a trainer in the food and beverage department. Then one day I was asked to assist in training housekeeper’s; I loved it so much and I have never looked back since...

By Mandy Clarke, Editor

In March, I interviewed highly respected executive housekeeper Marian Stratford, to talk about her role, and the role of the housekeeping team at the new Hotel Chadstone Melbourne.

Q. Tell us about your current role.

So much has happened since March and re-reading her answers for our winter edition I realised how prophetic some of her words were. I caught up with Marian again, this side of the COVID-19 crisis, keen to hear her post-COVID thoughts...

March (pre-COVID) Q&A with Marian Stratford: Q. Tell us about the Hotel Chadstone Melbourne. A. I am very excited to tell you all about the sensational Hotel Chadstone Melbourne, MGallery by Sofitel, it’s a hotel inspired by its destination, also known as The Fashion Capital. Every feature of the hotel’s design and offering has been carefully considered to reflect fashion inspiration from the Art & Design library to the digital art displays and the chic interiors of our guest rooms. Our points of difference include an indoor rooftop pool on Level 12 with sweeping views, two unique penthouse suites, our skyline private events space - Altus East & West. On the Mezzanine level

AccomNews - Winter 2020

Marian Stratford you will find our Day Spa - Holism Retreat with nine treatment rooms and a yoga studio. We also have our ground floor restaurant Pastore which is operated by acclaimed Melbourne chef and Restaurateur Scott Pickett. Not to mention our unique location here at Chadstone – The Fashion Capital – with over 550 boutiques, luxury brands, dining, and entertainment options on our doorstep. MGallery by Sofitel is not a brand it is a collection of memorable hotels by Accor. Each hotel reflects their own unique story and destination

and present customised rituals to make our guests feel inspired. From our custom hotel scent to a welcome drink on arrival, there are many touch points throughout the hotel stay at an MGallery hotel that are designed to leave you with found lasting memories. This gives you special stories to take home, stories that stay with them forever. Q. Tell us your story. A. I was born and bred in the hospitality industry; my parents had restaurants when I was growing up so you could say hospitality is in my DNA. Even

HOUSEKEEPING

A. I have been part of the preopening team at Hotel Chadstone Melbourne, MGallery by Sofitel which opened its doors as the newest luxury hotel in Melbourne in November 2019. I look at this role in two parts, first the pre-opening stage which is all about the setup of things like the department structure, hiring the team, securing suppliers and implementing policies and procedures to ensure that the hotel is ready for opening. The second part is the post-opening which is about refining the processes, ensuring they are correct, and that we are focussed on guest satisfaction, productivity and compliance. This is not my first experience with an opening, so I knew what to expect and was able to apply my past experiences to ensure a smooth transition. Of course, we always continue to improve and learn as our industry is always evolving with new trends and technology. Q. What motivates you and what is your management style? A. I’m proud to have been in this industry for over 20 years, I

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have opened several hotels both big and small, worked for both internal and external operators and even worked in the business development side of industry contractors. I find this depth and breadth of experience allows me to problem solve efficiently and always remain calm under pressure. I love opening hotels because it’s a new beginning, it’s exciting to see a hotel develop from a construction site to an established hotel also building a new team is a great opportunity to mould and develop a culture. I have a very open and collaborative management style. I want everyone to have a say in decision making so that everyone has a stake and will own it. Great things are never done by one person, they are done by a team of people. Q. What has been your biggest work achievement so far? A. Every opening and every hotel is different, you always learn something new from each one and from being exposed to different industry professionals with the different experiences they bring to the table. My biggest achievement is a tricky question to answer as I take small

pleasures in everything that I do, and what we accomplish as a team. We certainly celebrated when we got all 250 rooms spotlessly clean and ready for opening - that is no small feat!

Exceed guest demands with temp controlled MyBed

Q. What have been the challenges for you, and your department? A. In our industry we all know guest loyalty is the number one priority. That is what keeps guests coming back to a hotel again and again. In our department it can be difficult as we do not always have guest interaction, but we find more creative ways to interact with the guest. We add personal touches like handwritten notes or decorating a room for a guest who is celebrating a birthday. The team get satisfaction out of being able to go above and beyond for our guests. Although it might take a bit more creative thought it is worth the extra effort for long-term rewards. Q. What are the latest housekeeping trends? A. Technology is always evolving, we have seen robots cleaning rooms, but there is still more to develop. 24

Sleepmaker proudly supplied the Sofitel MyBed to yet another MGallery by Sofitel as the Hotel Chadstone delivered on 287 Sofitel MyBeds in 2019. Sleepmaker worked with Accor Hotels to develop the Sofitel MyBed with specifications for Australasia and it was launched in 2011. Sleepmaker’s Michael Anderson told us: “With the success of the Sofitel MyBed, we have supplied in excess of 6000 Novotel Sofitel MyBeds to Sofitel & MGallery by Sofitel

Hotels & Resorts across Australia and New Zealand & Pacific in the past 10 years. “The Sofitel MyBed is a great example of exceeding guest expectations with a great night’s sleep using our famous Miracoil 5 Zone Sleep System with a specially developed Fire Retardant MyBed fabric exclusive to the Sofitel MyBed. “Having been so successful and well received, Sleepmaker recently launched an updated model - the Sofitel MyBed II, utilising the latest temperature control technology called Kulkote, which is exclusive to us in Australasia.”

Image courtesy of Hotel Chadstone Melbourne

Sleepmaker congratulates the Hotel Chadstone Melbourne MGallery by Sofitel on their opening and is proud to have provided the beds for their guestrooms. Sleepmaker is proud to be a preferred supplier of bedding to AccorHotels.

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

HOUSEKEEPING

AccomNews - Winter 2020

We need to be always on the lookout for what is new and what our guests are asking for. We see more guests paying attention to the environmental credentials and initiatives of the hotel. Here at Hotel Chadstone we are proud to be Australia’s first 5-star hotel with a 5-Star Green Star Design rating representing Australian Excellence in Sustainable Design. Accor has also announced its commitment to join the UN Global Tourism Plastics Initiative and to remove all single-use plastic items in guest experiences from its hotels by the end of 2022. I believe our guests welcome these types of polices and expect to see us leading the way in sustainability. Q. What has been the best industry advice you have been given? A. Never burn your bridges, keep friendships, and value the people you work with. It is a small industry and we have to help each other. I feel like I am always connecting people and suppliers. Q. What is the most important thing to get right for your team and your guests? A. Service is the most important factor to making a hotel stay memorable. I ask every member of my team to ensure they capture the moment and give good memories, for both the team and guest. Accor’s philosophy is to make our guests feel welcome and our team feel valued. I believe both are critical for us to succeed and ultimately engage as a community. Q. What do you enjoy most about your job and the industry? A. I love meeting people and working in beautiful hotels here, and around the world. Q. How does your department operate and what does it do best? A. My housekeeping team at Hotel Chadstone is close knit because we all started around the same time prior to the hotel opening, we have a special and unique bond. We love celebrating anything! Our work model is something I dreamt to have one day; it has been achieved because we started afresh. Through teamwork and shift patterns we get most of the house cleaned by the time guests arrive. The model does not put too much pressure on the team.

AccomNews - Winter 2020

Q. What makes a good housekeeper? A. Never stop learning. I always try and get the team’s perspective, from my assistant to my room attendants. You will be surprised at what you pick up when you listen. Q. Do you have any general housekeeping advice to offer? A. Always be hands on. Have your finger on the pulse and stay connected with the team and guests. Q. How do you choose and purchase cleaning equipment and products for your department? A. I value service and quality. I have suppliers that have given me support and trust and I am quite loyal to them. I also like to be on the lookout for new products, so I experiment and try.

In June 2020, Marian reflected on COVID-19 challenges... The unexpected turn of events caused by COVID-19 certainly created new challenges for the entire industry. However, it has also created a space to for everyone to think outside the square and be creative. We have remained open throughout this time and have been very appreciative of the support we have seen from our guests and the community. Taking care of our team and our guests is at the very heart of what we do and who we are we are and this remains our top priority at this time. Q. What is different now? A. We now have enhanced cleaning processes in the hotel through Accor’s new ALLSAFE label, which represents some of the industry’s most stringent cleaning standards. We practice social distancing and have enforced limits for the number of people in public areas in-line with the ALLSAFE and government guidelines. Our new normal is still evolving and we are always learning and adjusting, as new regulations and guidelines are put forward. We are a resilient and creative industry and I have no doubt we can endure this challenging time. For me personally, this has made me look at myself and my priorities, there are so many things I have discovered in this time, strengths, and weaknesses. Having more “me time” certainly has advantages. I look forward with anticipation on what the future brings... HOUSEKEEPING

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©whyframeshot - stock.adobe.com

Why cashless is king of the laundry By Lucinda Dean, Industry Reporter

Could COVID-19 spell the end of cash transactions? In response to the pandemic, many businesses have refused to accept cash due to hygiene concerns. Cashless transactions are the new norm and the trend looks ‘here to stay’. Indeed, even pre-pandemic, cashless was an established and popular form of payment, especially among millennials and Generation Z, who are so hip they only ‘carry’ digital wallets such as Apple Pay, Samsung Pay, Android Pay and the like. Coin-operated laundries are the dinosaurs of the 21st Century. Accommodation providers can either adapt by upgrading to cashless systems or may perish.

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Boost your bottom line Remember when getting 20 cents pocket money to spend on lollies at the corner store each Saturday was a big deal? The value of that coin was tangible because back then, 20 cents bought 20 lollies. In today’s tap-and go society, money is just a number and it is easier to spend more of a nebulous idea than cold hard cash. This is a boon for operating a cashless laundry on your premises because it is easier to make minor price adjustments and up-sell services to guests who literally do not notice the laundry draining their cash. Customised reporting means it easier than ever to track and analyse consumer behaviour. The data rich information, i.e. whether it is a single or multipurchase; average ticket, date,

location, and time of purchase, means you can effectively target your marketing to incentivise guests to spend more money.

Why retrofitting is a switched-on idea There are myriad conversion solutions on the market, which means you don’t have to throw out the baby with the bathwater. One cutting-edge wireless technology allows you to convert your existing machines, old or new, into ‘smart machines’, by simply plugging in a mobile device. Guests use their smartphones to scan the QR code on the machine, or they access a mobile website to select the washer or drier they want to use. Payment is cashless by credit card or PayPal; or via a kiosk installed in the laundromat so guests don’t have to use their smartphones

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to make credit card payments.

Who said maintenance? By going cashless, you’ll no longer have problems with coins getting jammed or having to deal with damage caused by vandalism and theft. When upgrading to cashless, always choose a provider, which offers good after-sales support, including warranties and qualified service technicians, so they bear the brunt of any ongoing maintenance costs, not you.

Convenience all-round Guests no longer have to stockpile gold coins just to operate machines and owners / managers can keep track of this revenue generating area of their business from anywhere – and make informed marketing decisions.

AccomNews - Winter 2020

Smells like rain: how indoor air quality can be that refreshing By Lucinda Dean, Industry Reporter

Imagine entering your guest room and inhaling the scent of ‘fresh rain’ rather than musty mildew or the stale lingering smell of cooking, rotting garbage or something worse still. First impressions last and you can nip that negative TripAdvisor review in the bud by continually monitoring your facility’s air quality and providing guests with fresh, clean air at all times. Keeping the air fresh-smelling and clean is a challenge in any enclosed space frequented by people, particularly those guest rooms, which don’t have opening windows. For general health, wellbeing and safety reasons, human beings require a comfortable indoor temperature with air free from dust, irritants, pathogens, unpleasant odours, mould and mildew and other contaminants. Accommodation managers have a duty of care to provide a safe environment for their guests and staff, and this includes

AccomNews - Winter 2020

circulating fresh air, controlling malodour and preventing the spread of airborne disease. Thanks to COVID-19, germphobia is at near-hysteria levels, especially with the many myths abounding about the sometimesdeadly virus. While we know COVID-19 is not transmitted by air, but from person to person through small droplets from the nose or mouth when an infected person coughs or exhales, this fact does little to quell public paranoia about the spread of the virus. Guests’ expectation of cleanliness is at an all-time high right now and this extends to indoor air quality. Odours are most often generated from microscopic bacteria, mould and chemicals, which can linger, even after cleaning with strong chemicals and disinfectants. It’s more effective to prevent or capture them at the source rather than just masking them, and there are some simple and affordable ways to effectively control indoor air pollution. Some ideas include: •

Remove: Ban products and materials that smell or pollute your property. A no-smoking policy is a must.

•

Reduce: Put the source away somewhere safe; store cleaning chemicals in a locked cupboard and keep the bin area away from the property.

•

Clean: Ensure all hard and soft surfaces are thoroughly and routinely cleaned to prevent mould and bacterial growth.

•

Steam: Effectively remove the source of many bad smells with steam. This method is environmentally friendly, using only pure water to penetrate all surfaces, destroying odourcausing residues and leaving surfaces deep-cleaned, sanitised and refreshed.

•

Dry: Keep on top of all maintenance issues; neglected leaks and drips cause mould and smells.

•

Separate: Keep wet and dry areas apart. Keep bathroom and laundry doors closed to reduce humidity.

•

Ventilate: Install an exhaust fan close to the source of pollutants or moisture, such as the cooking stove, dishwasher,

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tumble drier and washing machine. Open windows and run well-maintained ceiling and bathroom fans when needed. In addition to the above methods, you can boost your air cleansing efforts with technologies designed to do the job, such as ozone generators. Ozone odour elimination is popular in the hospitality industry because one machine can be utilised for multiple areas and can quickly and effectively eliminate odours. Ozone generators can be used to complement traditional ventilation methods. In addition to opening windows and using fans, many hospitality providers now use ozone generators in rooms as soon as guests check out. This helps sanitise and freshen up rooms for cleaners and incoming guests alike. Remember, regardless of which odour and air quality control system you choose, it should be appropriately sized for the room; properly installed; used per instruction; and wellmaintained. Always purchase from an industry supplier to ensure it is fit-for-purpose. www.accomnews.com.au

Industry viewpoint Geoﬀ Parish, General Manager – Sales Engineer, Oxyzone, gives his expert opinion on the eﬃcacy of ozone generators. Ozone (O3) has been used successfully for many years overseas in hospitality settings to help improve air quality as it destroys many viruses, bacteria and moulds without the need for harsh chemicals. It is widely regarded as a powerful sterilant and can be used across a range of facilities and applications. Uptake of ozone generators has been relatively slow in Australia and New Zealand, however this has changed in recent years as commercial entities have recognised the benefits ozone can potentially yield. Unsurprisingly, there has been a spike in demand for ozone generators in the wake of the COVID-19 pandemic. Given the need for enhanced air treatment solutions both now and in the future, we believe ozone generators will become a standard fixture of many hospitality providers’ cleaning repertoire going forward.

Combating the nasties

That fresh rain smell Ozone generators can be used to neutralise odours in just about every area of a hospitality facility including toilets, rooms, kitchens, bars and garbage areas. Users often remark on the ‘fresh rain’ smell that ozone generators produce. This is created by a discharge contained within the generator, which reacts with oxygen to produce ozone. This process mimics what happens in nature. When lightning reacts with oxygen in the air, it creates ozone and the ‘fresh rain’ smell we’ve come to associate with storms.

New generation ozone generators While ozone hasn’t evolved per se as it’s a gas, progress in terms of the evolution of the delivery of ozone is being made all the time. For instance, ozone generators can now be fitted with more accurate mechanisms that help control the ozone output, making them safer and more efficient overall.

Ozone generators can be used to great effect in hospitality settings where there is a need to sanitise air and remove unpleasant odours. Ozone is derived from ambient air, which typically comprises 78% nitrogen and 21% oxygen. The remaining 1% consists of a

combination of other gases. Ozone produces an oxidising molecule, which attaches itself to odour producing bacteria. The ozone then breaks down and destroys the bacteria, thereby eliminating the odour. Ozone is also used in hospitality settings because it decomposes back into oxygen and doesn’t leave any residue. Used in tandem with traditional cleaning methods, rooms can potentially stay cleaner and healthier for longer.

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AccomNews - Winter 2020

24/7 treatment against viruses in the air and surfaces How OHAir hydroxyl technology is changing the game With the industry taking considerable measures and embracing new technologies to maintain a COVID-safe environment – and the World Health Organization now acknowledging the risk of airborne / aerosol transmission - one technology is standing out as a game changer for the industry. The OHAir system is unique solution which provides 24/7 treatment and removes 99.99% of surface as well as air pathogens within one hour, including COVID-19. Using no chemicals and completely human-safe, the OHAir system from Hunter Technologies uses FDA approved technology which emits hydroxyls into the air and surfaces of a room – which quickly react with pathogens and significantly reduce viral transmission risk. Carl Pavett, Managing Director of Hunter Technologies – the suppliers of the OHAir system – explains that there is no other treatment system as effective as OHAir. “This is the only technology on the market today that provides ongoing, safe treatment against surface and airborne pathogens. It’s a simple and cost-effective addition to any indoor space and has the unique ability to provide 24/7 treatment without disrupting operations. It surpasses all other air and surface treatment technologies available.” The system has proven to be a hit across many industries including hotels, pubs and clubs, childcare and more to treat lobbies, hotel rooms, classrooms and other indoor spaces. The implementation of the OHAir system has also been shown to minimise staff sick leave – as

AccomNews - Winter 2020

reduce the risks of airborne contaminants in indoor areas. OHAir is the only solution that fits this airborne treatment role in an operational environment, as it can operate continuously in any occupied indoor space. Carl Pavett explains. “OHAir reacts with airborne contaminants quickly and effectively and can do so while the area is in operation. It’s a unique feature of the system and it treats a critical aspect of viral transmission.”

Ovolo Hotels implement OHAir

the transmission risk for harmful viruses and bacteria is reduced, it keeps staff healthier and allows business operations to continue without disruption. The system also removes odours and other harmful compounds, as well as provide peace of mind for customers and staff. Furthermore, the advantage of hydroxyl technology over other treatment solutions, such as UV or ozone, is that the system can operate 24 hours a day alongside staff and patrons and does not require the room or the area to be closed off.

What are hydroxyls? Hydroxyls (OH) are safe, naturally occurring molecules that react with air and surface contaminants, such as viruses, bacteria, moulds and odours. First pioneered by NASA for the Space Shuttle and International Space Station, hydroxyl technology is now used globally across many industries. Through the use of proprietary UV technology, OHAir replicates the natural production

of hydroxyls to actively eliminate biological and chemical contaminants in indoor spaces. The application of hydroxyls is well documented in treating pathogens and volatile compounds, including extensive testing undertaken in the treatment of viruses. Following extensive FDA approved testing, OHAir was shown to be effective against DNS and RNA viruses such as COVID-19, showing a 99% reduction in 15-30 minutes – an exceptionally fast treatment rate. OHAir is the only technology available that can actively reduce the viral contamination in occupied spaces, reducing the risk of cross contamination.

Treating the air – a new requirement With evidence now emerging that COVID-19 can remain suspended in the air for hours in the form of aerosol particles, it is vital to maintain an airborne treatment system that can quickly

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The award-winning boutique hotel chain Ovolo Hotels have taken OHAir on board as part of their housekeeping procedures – using the system to treat the rooms as part of their room servicing. Once the room is serviced, the portable OHAir systems allow housekeeping staff to effectively treat each room while completing other tasks, and then move on to the next room and repeat. This new style of room serving is being highlighted to their customers and provides a new way to reassure visitors that their room is safe and free from contaminants.

OHAir is available now from Hunter Technologies. The OHAir range includes the MySpace system - a portable unit suitable for individual rooms, and the MDU5, a ﬁxed system installed within the air conditioning system for large areas. Find out more at www.OHAirSystem.com.au or call Hunter Technologies on 1300 693 357 for more information. www.accomnews.com.au

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AccomNews - Winter 2020

Cleaning standards

in a brave new COVID-19 world By Lucinda Dean, Industry Reporter

Forget destination, cleanliness is the new marketing catch cry as accommodation providers vie for guest bookings in a brave new COVID-19 world. Cleanliness is the new commodity being marketed by savvy operators who understand life will never return to ‘normal’ post-pandemic. They recognise guest expectations of cleanliness are greater than ever, and they’re proactively responding to this ‘new normal’. In March, the World Health Organization (WHO) issued guidance to the accommodation sector for the management, and mitigation, of COVID-19. As part of its detailed advice, the WHO suggested management teams create an action plan tailored to the local situation and in accordance with the recommendations of local and national health authorities. Said plan was aimed at how to effectively manage cases and how to mitigate the spread of the virus between guests and staff. Recommendations included regularly cleaning and disinfecting frequently touched objects in common areas (door handles, elevator buttons, handrails, switches, etc.,) obeying social distancing rules; and promoting internal comms with staff as well as communicating hygiene messages to guests via different contactless mediums such as informative posters. Leading hoteliers in Australia have responded by launching highly publicised cleaning initiatives to assure guests they’re on the front foot when it comes to the war on COVID-19 cleanliness. The arsenal currently being used on the accommodation frontline are relatively new technologies such ‘ultraviolet backlight tests’, which check that objects such as the door handle, TV remote control, or

AccomNews - Winter 2020

Housekeeping best practice in the age of COVID-19 You know housekeeping is following best practice if they: •

Use the appropriate TGA listed chemicals for your services;

•

Have the right equipment, which might include microfibre cloths, personal protective equipment (PPE), highefficiency particulate air (HEPA) vacuum filters and disinfectant sprays;

•

Increase the frequency of servicing public areas

kettle have been subjected to a deep clean. And then there’s the ‘big guns’ used to disinfect entire rooms: ‘antimicrobial cold fogging’ (which claims to kill airborne viruses and bacteria);

and disinfecting all high touchpoints such as lift buttons, door handles, reception desk; and •

Remove non-essential items in rooms that could be contaminated such as printed compendiums, notepad and paper, spare pillows and blankets.

Housekeeping best practice can only be achieved if staff are trained regularly and understand the changes to process. and ‘electrostatic spray guns’ firing hospital-grade disinfectant. Other non-combative measures include quality assurance programs, which demonstrate

accommodation providers’ commitment to guest health and safety in the face of COVID-19. One example is the BWH Hotel Group’s We Care Clean program, which incorporates guidelines stipulated by the WHO; The US Centre for Disease Control (CDC); the Australian Government Department of Health; and the New Zealand Ministry of Health. In a statement, a company spokesperson said: “In a time when our guests are seeking greater reassurance about their health and safety, we’re now in a position to provide that peace of mind as they resume travelling, all the while ensuring that the comfort and quality of their stay is not compromised.” Quality assurance programs are certainly the best public relations ‘weapon’ an accommodation provider can deploy to provide its guests with peace of mind in this age of COVID-19 – and beyond.

Image courtesy of AHS Hospitality

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Industry view Kylie Maxwell, executive general manager AHS hospitality, explains why quality assurance programs are more critical than ever and shares her thoughts about housekeeping best practice. There should be a number of programs the hotel can choose from that can give guests peace of mind that disinfecting, as well as standard housekeeping services, are available at the property. This may include a pathogen service if a guest tests positive for COVID-19, or deep cleans for quarantined guests who have isolated for the quarantine period. These services may include steam cleaning and electrostatic spraying with appropriate chemicals that are Therapeutic Goods Australia (TGA) listed as killing COVID-19. Using housekeeping apps to conduct regular room auditing is a great way to ensure quality assurance is being observed. These apps can run reports, which is helpful for management to ensure the highest standards are consistently maintained. These reports will also highlight any areas of staff re-training that might be required. Keeping guests informed will www.accomnews.com.au

give them peace of mind. This may be advice on what cleaning protocols have taken place prior to the guest’s arrival as well as what the guest can expect during their stay.

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COVID-19 has resulted in a real change in the performance and standards required of the housekeeping team. Hotel cleanliness is now more critical than ever. A hotel’s commitment to their cleaning programmes may well be a key decision maker for a guest when booking accommodation. Outsourcing the cleaning to the right provider can mean that the required standards are maintained and implemented. As a specialist in the field, the outsourced provider would also be responsible for doing their own research as well as reviewing their own procedures. The third-party provider would be responsible for introducing new products and equipment to ensure the new protocols are being met. The health of guests, the hotel team and housekeeping team relies on this best practice. If you ask for the evidence, and receive it, then it’s a relationship based on accountability that’s worth nurturing. HOUSEKEEPING

AccomNews - Winter 2020

©Marko Poplasen – stock.adobe.com

Hotel gyms muscle in on bookings

By Lucinda Dean, Industry Reporter

Wellness tourism is a multi-billion-dollar global industry and Australian accom providers can best equip themselves to take their share of the revenue by simply being relevant. Gone are the days when the hotel gym was a broken rower, a rickety upright bike and some rusty weights housed in a small room with all the aesthetic appeal of a doctor’s surgery waiting room. No, guests now demand ‘exertainment’: cool exercise equipment in a cool space with cool online content and a bangin’ workout soundtrack, according to one industry-insider, Lee Smith of Body Bike Australia. Accom News got the lowdown on this burgeoning trend from Lee who shared his industry view with us. “It is surprising the number of people who make their hotel booking decision based on the facility’s gym. “It doesn’t need to be a big space, it just needs to be ‘now’ with cool offerings, variety and equipment

AccomNews - Winter 2020

that is built-for-purpose. “I’m seeing some really cool stuff, which makes best use of limited space, like wall-mounted suspension trainers and exercise pods that feature multiple exercise machines where the fit ball sits under some kettle bells on a rack and the like. “The big thing now is virtual fitness. The technology existed pre-COVID, but its uptake is greatest among home-users. When these home-users book hotels they are going to want the same convenience, whether they arrive at the hotel with their own online fitness class subscription or want to use the indoor bike or the hotel gym’s weights set. “So much of fitness now is about the environment, especially among millennials and ‘Gen Z’, who want to go into a space that’s cool, let alone what the workout offers, that is a big part of it.”

On ‘yer bike! “Manufacturers are now bringing out indoor bikes with 18-to-21inch screens attached to the front. Some even have screens that can turn 180-degrees, so you can either sit on the bike facing the screen and do the workout you’ve subscribed to, or you can

flip it around and do a workout in front of the bike, like yoga or HIIT (high intensity interval training). “I think where we’ll see these sorts of products in hotels is in executive suites, where a couple of square metres in the corner of a sizeable room can be dedicated to an indoor bike and possible some weights. “Bikes with screens will open us up to the ‘Netflix of fitness’, some brands have so many workouts available and ‘Joe Public’ has no idea of yet of what’s around the corner, and I think that’s exciting.”

Hygiene hype “It used to be you’d put your towel down on the equipment you’re using then wipe it after use with your sweaty towel, that’s been it as far as hygiene goes. There needs to be some hand sanitiser and some wipes close to the equipment at all times now. From data that I have seen out of the US in a Morning Consult poll conducted in May among 530 gym-going adults, a third said they would feel ‘much more comfortable’ about returning to the gym if: •

Disinfectant wipes and hand sanitising dispensers were readily available.

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•

Total gym capacity was reduced.

•

Class sizes were smaller.

These concerns had the biggest influence over peoples’ decision to return to the gym. Although I think those concerns will subside, there is a new level of expectation around hygiene, whether it is the suburban gym or the hotel gym.

‘Sense’ not dollars “Buying wisely is all about doing your homework on the products you’re looking at putting in, so whether it is exercise equipment or infrastructure, meaning TVs or heart rate monitors, or if it is subscriptions for content, you’ve got make sure it is being provided by people who have good depth of knowledge in the industry. “If there is no software support, your guests are going to get peeved really quickly if it is consistently not working – or if equipment is breaking down because it’s not good quality. “It is better to spend your budget on less stuff that’s made well, or that works well, I think that’s a bit of a key for hotel gyms.” www.accomnews.com.au

On demand training

delivers buzz and excitement The new BODY BIKE® SMART+ SWITCH is a firstof-its-kind indoor cycle which brings together Wexer’s market-leading digital fitness technology with the proud design traditions of simplicity, functionality and reliability for which BODY BIKE® is known. In place of the traditional bike console, the SMART+ SWITCH features a ground-breaking innovation: an easy-to-navigate, 21-inch touchscreen through which users can access a specially curated, pre-loaded selection of virtual cycling classes. The screen also features an optional 180° rotation, which allows users to quickly switch to floor-based training in front

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on the screen, motivating users to push themselves even further. It’s a ground-breaking combination that marks a new standard in on-demand training, delivering the full buzz and engagement of group exercise to those working out independently.

of the bike, once again led by a virtual instructor. These floor-based workouts have been carefully selected to complement a cycling workout, but can also be performed independently. The industrial-grade touchscreen has been designed for durability and reliability, while

the programming – supported by Wexer’s custom-made virtual platform – is currently available in 12 languages. For those interested in performance data, the tech integration with BODY BIKE® means all user metrics – from power to cadence, calories to distance – can also be shown

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Whether in the hotel room, resort suite or the gym floor the SMART+ SWITCH puts over 500 workouts with world-class instructors at users’ fingertips – 24/7 – to bring together quality, choice and flexibility for the ultimate workout experience.

For more information contact: Body Bike Australia, call 1300 84 84 55, email info@body-bike.com.au or visit: www.body-bike.com.au

AccomNews - Winter 2020

Holiday venue playgrounds

that squeal good fun By Lucinda Dean, Industry Reporter

to climb and dig, but you will save on landscaping costs too.

Happy childhood memories are built on good times, that’s why family holidays are so memorable.

Equipped for big fun

But catering to the needs and desires of everyone in the family can be fraught, especially if the age gap between siblings is significant. If your facility’s playground satisfies the curiosity and motivation of kids of all ages, then you’re ahead of the recreation game. Parents with youngsters can take turns supervising their kids in a well-designed, safe space while their spouse enjoys that much coveted timeout; while older kids should be free to roam and play to their heart’s content with minimal or even no adult supervision. We look at the top three considerations to creating, or revamping, a playground that is ‘squeally’ good fun for everyone.

Good design is elemental Take inspiration from your natural surrounds. If your accommodation facility is beachside, or on a riverbank, incorporate natural features such as sand dunes, small streams, sand patches and exposed rocks into your playground design – not only do kids love

‘Bigger is better’ is right on trend when it comes to playground equipment, so if you’re upgrading, consider adding really cool equipment such as a giant tree house, a Goliath tower or a climbing wall. Guaranteed to exhaust the kids from physical exertion, which will make mum and dad happy at the end of the day. Teens are typically hard to cater for as left to their own ‘devices’, they’d much rather be sedentary and hide behind their smartphones or tablets. One trend, which has appeal for the entire family, is ninja-style fitness. Configure it your way, but basically it is an obstacle course which encourages highintensity body moving. Think Tarzan-style climbing, jumping and swinging from one piece of equipment to another. A playground that is fun for the entire family is a happy place. And guests are more likely to rebook at your resort, motel, caravan park if it offers something for everyone.

Safety first Depending on the play equipment you install, and the ages you’re catering to, a combination of safety surfaces could work well. Each has its own inherent advantages and disadvantages

though. Softfall, for example, is a type of brightly coloured rubber, usually recycled, that can be installed in different patterns or designs but may pose risk when very wet or in high temperatures. Woodchip or bark mulch has its own pleasingly natural aesthetic and is easy to install but is easily moved during play and can hide trip hazards like stones or toys. It is always a good idea to consult an industry expert to ensure you are meeting Standards Australia requirements, which were updated in 2017. Standards Australia spokesperson professor David Eager explained the intent of (AS 4685.0.2017), Playground Equipment and Surfacing. “AS 4685.0 introduces a risk benefit analysis technique that allows operators and owners of playgrounds to quantify their exposure to hazards using techniques that are simple to apply,” he said. “Then they can make evidencebased decisions with regard to the maintenance, repairs and the timely replacement of their assets.”

Industry viewpoint Nathan Lee is the general manager at WillPlay: he spoke with us about some of the latest innovations in accom sector playground design.

“Bigger is better, with a resurgence in large towers and crazy slides driving the market. It can be quite overwhelming in the design stage. By working through the property’s space, demographic and engagement expectations, the goal is to design a play area that best suits an individual location. A good play area design will also consider what is around the area and incorporate elements of shade, natural or fabricated, as well as safety issues like proximity to roads, pools and waterways and beaches. “Play spaces are now more than just for playing. With the interest in ninja-style fitness, incorporating these elements serve a dual purpose: play and fitness become multigenerational and cater to older children whose interest would normally switch to electronics. “The main softfall safety surface alternatives are organic softfall such as sand, bark and engineered pine, and manufactured surfaces using rubber. The initial costs of rubber are generally higher but have reduced maintenance costs over the life of the project. Organic softfalls are cheaper to install but need to be maintained on a regular basis. Whichever surface solution is chosen, it must conform to Australian Standards.”

Images courtesy of Willplay

AccomNews - Winter 2020

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Go, go gadget: Responding to guest demands in a pandemic By Lucinda Dean, Industry Reporter

COVID-19 has altered the way we go about our daily lives, so it is little wonder guest behaviour has changed too.

©implementarﬁlms - stock.adobe.com

Guest safety is always paramount; however, due to COVID-19 it has become an even bigger focus of accommodation providers’ day-to-day operations. Guests can limit contact with staff and other guests (while still receiving optimum service) with a few choice offerings.

Mini bars Automated minibars and e-trays are ideal during COVID-19 as they can detect if a guest has touched any of the products contained within. It also provides real time, up-to-date information to management about stock levels (for replacement purposes) and guest purchases, which get directly recorded onto a guest’s account through PMS interfaces. Overall, it is a win-win for hygiene and mitigating stock loses through theft.

Guest services apps These can enhance the guest experience, because it is just like having a digital butler. Userfriendly and customisable, this technology enables a guest to download a digital in-room dining menu and manage their orders from anywhere and it offers updates on when housekeeping services are logged and items replaced, all the while securely storing guest data in the Cloud. Ideally, enhanced userexperience results in greater guest satisfaction; reduces the need for face-to-face contact between guests and staff; and yields reduced operational costs for accommodation providers.

AccomNews - Winter 2020

Digital compendiums Gone are old-school paper compendiums, they have been superseded by digital compendiums, which can either be downloaded on guests’ BYOD (bring you own device) or TV-operated. The latter comes with inherent limitations, whereas tablet-based solutions allow the mobility consumers expect in today’s world. Easeof-use is critical to guest satisfaction and engagement. Accom News spoke to a couple of Australian-based providers to get their views on the latest technology. Randall Harper, chairman at Smart Tablet, told us that the accommodation sector can best respond to guest demand by simply understanding two things: First, consumers today are empowered by mobile and social; second, choice is paramount. Guest experience is closely aligned to the guest’s buying

habits; put simply, the better the guest experience and manner of guest engagement, the more likely they will rebook. A digital compendium that takes the guest experience to the next level can only increase guest satisfaction levels leading to increased return visits, and therefore revenue for the accommodation provider. Importantly, each property is different to the next. It is important to understand the requirements of the property and deliver a solution that fits the needs of each property. In today's world where 'one size doesn't fit all', providers of digital compendium solutions need to be nimble in how the guest experience is delivered to each individual property, and ultimately, the guest.

Benefits of digital compendiums in a COVID-19 age An effective digital compendium

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should also be a digital communications channel enabling the guest to message reception to request/access services, or simply ask questions. Face-to-face contact between guests and staff should be restricted to essential contact only. This has become an imperative in the era of COVID-19. Similarly, reception should be able to contact the guest via the digital compendium. It is much more efficient; eliminates face-to-face contact; and reduces the load on staff. In today's world, most people already have access to news and similar via a variety of apps or RSS feeds established on their devices. A comprehensive digital compendium should provide a feed of local news only with news updates, reports, and the like, which are local to the property and of probable interest to guests during their stay. P38 www.accomnews.com.au

An in-room digital compendium Customised to the unique needs of each Property

Key Features: • Information about the property’s facilities and services – Always up to date • A comprehensive & curated presentation of local restaurants, experiences, things to do • The guest can make reservations/ bookings direct from the tablet

Minimise Face-to-Face contact with Guests – Covid-19 Safe

• A digital communication channel between guest and property

Enhance the Guest Experience

• Upsell the guest to internal and external services

Improve Guest Satisfaction levels Generate additional Revenue Streams

Contact: Randall Harper – Chief Executive randall.harper@smarttablet.com.au

0402 416 266

www.smarttablet.com.au

while also maintaining the same level of privacy for your guests.

©nenetus - stock.adobe.com

Diversifying language capabilities

Room service with a twist If a property makes pre-packaged food/meals available, the guest should have access to that detail on the digital compendium as well as being able to place orders from the digital compendium.

Digital compendium versus Google Anyone can access pretty much anything they want via the internet and that is the problem – the internet is so full of information, it is often very difficult to get to relevant information, quickly. For a guest who wants to access information relevant to them for the duration of their stay, the internet is not a good option. It is much better to deliver a comprehensive but curated presentation of local information that is quick, intuitive, allows seamless access, gives guests the ability to book then and there.

AccomNews - Winter 2020

With this technology, each user sets their own smartphone, tablet or device to their preferred language on initial setup of their device and the provider’s mobile app and mobile website will read this device setting and offer content to guests in each of their preferred language if the accommodation property and the digital compendium provider’s service supports it.

Neil Houlston, founder App IT Byte, the developers of Hinfo explains that guest digital compendiums oﬀer inﬁnitely more flexibility for both guests and property management: This is because it is a service run on your guests’ own smartphones, tablets or laptops. This allows your property to offer guest messaging and provide unlimited information updates to all of your guests, wherever they go during their stay, including by your pool, the beach, local restaurants, and tourist attractions. With contactless solutions becoming mainstream as a result of the COVID-19 pandemic, your property can now offer a costeffective digital compendium to each individual guest, without the need to provide communal resources in each room, that

Digital compendiums capable of communicating in foreign languages like Simplified Chinese, Traditional Chinese, Japanese, Malay and Hindi, are commercially available. With millions of international guests travelling to Australia each year, it is imperative accommodation providers find ways to effectively, and efficiently, communicate with non-English speaking guests.

Image courtesy of App IT Byte

require thorough cleaning between each guest changeover. By integrating an environmentally sustainable software-based solution into your property’s operations, you can eliminate or significantly reduce many on-going expenses, compared to providing alternative solutions,

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For example, a guest can send a message in Chinese (Traditional or Simplified) with the message history always showing in Chinese on the guest’s device. The Chinesespeaking guest’s message is then translated into English for the benefit of the hotel staff, who can reply in English. That reply message is then translated back into Chinese for the guest. The benefits of this are better communication between staff and non-English speaking guests, which builds greater guest rapport and can also result in significant time and cost savings by not having to laboriously translate everything.

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Show business: Why good TV is gold By Kate Jackson, Industry Reporter

Over-the-Top (OTT) subscriptions like Netflix, YouTube or Stan on their own device and cast on the big screen seamlessly.”

As guests’ viewing and listening habits become increasingly sophisticated, the onus is on hotel management to keep up with consumer demand.

Nelson says broadcast content offers a “never stronger presence of live sport and scripted drama direct to TV” and is significantly expanding in both programming breadth and picture depth. “More channels, in particular sport and movies, are in 4K quality, so it is our belief that hotels wishing to deliver on what will soon be commonplace in the home should consider 4K or Ultra HD TVs.

Accom News spoke with some specialist providers to gain industry-speciﬁc insights. Iain Nelson, Foxtel’s national manager for accommodation, says the landscape of how content is accessed and consumed has gone through “incredible change” in a few short years. And, he says, hotels have for some time been playing catch-up when it comes to offering entertainment packages as good or better than those beamed into the nation’s lounge rooms. “It has always been the desire that guests would look to the hotel experience as an escape, a treat, and a place to work - but essentially to deliver on what we all appreciate in our daily lives,” says Nelson. “Nowadays, that includes the need to capture all entertainment and content consumption preferences.” Heinrich Saayman, director HoneyBadger Technologies, says casting in guest rooms is no longer a ‘nice to have’.

Most household and hospitalitygrade TVs are Smart TVs and Bassine warns they may not be suitable for the hotel room.

“Casting devices in homes are standard, and guests expect to have what we consider standard for home in their hotel rooms,” says Saayman.

Viewing favourites How important is it to allow guests to easily access their favourite content through casting? According to Streamvision director Greg Bassine, it is vital. He told us: “Netflix has 167 million subscribers; Spotify has 248 million monthly active users and YouTube has a whopping 2 billion logged-in monthly users.

“It is critical that hotels facilitate guest access to their preferred content during their stay,” says Bassine. “This includes not just casting functionality, but also a fast internet connection that supports streaming high definition content.” Saayman asserts ‘cord-cutting trends’ are real and we no longer want to be dictated what we should be viewing when travelling. “It puts viewing control on the guest room TV back in the hands of your guests,” he says. “They can binge on their own

“Our read on this is that futureproofing needs to mean cloud-based platforms that don’t require onsite hardware or software that will eventually need upgrading or updating.”

Bigger and better As the demand for higher resolution content continues to evolve, Bassine reports the market is moving to larger screen formats and the industry is seeing far higher levels of adoption in the 55-inch format than ever before. He says 65-inch and 75-inch screens are also popular with hotels seeking to meet guest expectations. 40

With our touchless technology* your guests can • Stream their favourite show

• Order their snacks

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all via their mobile device With HoneyBadger, they’ll feel right at home. www.honeybadger.tech Copyright © 2020 SONIFI Solutions, Inc. All rights reserved. SONIFI & STAYCAST are registered trademarks of SONIFI Solutions, Inc. Google Chromecast is a trademark of Google Inc. All other trademarks used are the property of their respective owner. *Some features described may require additional software, hardware, licensing and costs.

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TECHNOLOGY

AccomNews - Winter 2020

“Guests expect access to the latest live, streaming, and entertainment content at a stable internet speed,” says Bassine. “With higher resolution and screens comes the demand for a stronger panel, design, and smart capability to run the content.”

Spinning a profit While the primary objective of any system is guest entertainment, from the hotel perspective there are now advanced features available which enable entertainment systems to become a revenue generation tool. Bassine says marketing departments can review usage data and reports to analyse guest behaviour and inform the direction of future promotions. “A simple example is a usage report might find a correlation between certain in-room dining options that are frequently ordered by guests who start a casting session within 5 minutes of placing an inroom dining order,” he says. “The hotel could leverage this data by then building a promotion that is displayed to guests before they start a casting session. The possibilities for hotels to leverage entertainment systems are numerous.”

Futureproofing With greater demand for an expansive and sophisticated in-room offering comes the reality of needing to support ever increasing bandwidth, network and capacity needs. After all, the majority of guests now travel with multiple devices, all requiring fast and reliable connectivity.

Image courtesy of Honeybadger Technologies

capacity as well as bandwidth to ensure guest satisfaction. Saayman asserts that having high quality and properly maintained cable infrastructure is key. “A properly designed wifi network maintained by a qualified LAN services provider will result in good network performance to support current casting technologies and new technologies.”

Security is paramount And while ensuring your bandwidth is up to scratch is important for ongoing delivery of a seamless in-room experience, ensuring your offering is secure for guests should also be top of mind. Iain Nelson explains: “The focus on security of our private

information means guests are realising the risk of logging their streaming app account details into an embedded app of the Smart TV, without truly knowing if a PMS interface will clear this, or if they will remember to log out of the app. “Whilst accessing personal content choices is very much part of delivering the best experience, most guests would prefer to authenticate the streaming service on their personal device, and then cast to a supported screen. Saayman believes that connectivity between the hotel’s TV and guest devices can, and must, be seamless and easy. He claims more and more vendors are developing their streaming applications to comply with the Google

Chromecast platform. According to Saayman, the import of this is that compliance with content security is managed by the platform, which means hotel management is not responsible for what is viewed on the hotel’s assets. And the news gets even better. Currently there are more than 2000 Google Chromecast supported applications (which allow streaming) available in the marketplace. Nelson concludes: “The best in-room entertainment will be 100 satellite broadcast channels and all the local TV on a customised, low cost and cloud-based delivery – plus in our case, free-to-guest access to an extensive back catalogue of TV shows and movies.”

According to Bassine: “Hotels can estimate their bandwidth requirements by assuming a consumption of 5 Mb/sec per device. This is the download speed recommendation for the guest wifi, which will support guests watching HD video content on YouTube or Netflix on their own devices, for example. “Hotels that wish to provide an ‘at-home’ or ‘better-than-home’ content casting experience need to consider casting

AccomNews - Winter 2020

TECHNOLOGY

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More than just a guest room lock There has rarely been more pressure on the hospitality industry to promote guest feelings of safety and ease of access than in this post-pandemic period. We know that guests want convenient and secure access to their room and facilities. They’re looking for a smooth check-in and check-out process, and the flexibility to change rooms or extend their stay when plans change. But to regain trust, they also want reduced exposure to congested areas such as reception, and have the autonomy to navigate their stay safely with limited face-to-face contact. If you consider guest room locks as an extension of your guest management and electronic access control system, you’ll be well prepared for what can be an uncertain future. Efficient, secure and adaptable electronic access control (EAC) solutions, such as those offered by SALTO Systems, are essential to the accommodation sector in this new reality.

Security and live monitoring Security in hospitality has always been a top priority, ensuring that only authorised staff and guests have access to the areas of the property needed. It’s important to be able to quickly revoke access rights if a key or card is lost or stolen – a security breach which is hard to manage with mechanical keys or even with many stand-alone electronic locking systems. A real-time EAC system ensures operators have an audit trail of who has been where and when, whether they be staff, guests or visitors. This is also invaluable for contact

tracing if a Covid-19 outbreak were to occur by allowing an affected person’s pathway to be retraced within the property.

Limited Occupancy Areas With physical distancing becoming a primary safety measure, it’s important to have the ability to specify a maximum number of people at a time within a common area such as a gym, bar or games room whilst still encouraging free flowing traffic. Once the space is occupied, the next guest is denied access even if they have a valid key.

Remote management In order to limit physical interactions with guests, operators have even more reason to manage accommodation remotely. They need to reduce or eliminate situations where people have to come into contact with each other. This could be at guest arrival and check-in, granting access to a room remotely when guests are locked out, or giving access to the back-ofhouse doors for deliveries.

Contactless access A smartphone is a logical choice for a credential - it is the most frequently packed item, and a networked device. In this time of social distancing and reduced surface contact, allowing guests to use personal devices to check-in remotely also eliminates the need to queue at the front desk and risk coming into close contact with others. With the SALTO BLUEnet lock range, hotels can rapidly implement mobile keys with no technology update. These devices communicate in real-time directly back to the central system via Bluetooth/ Ethernet, rather than writing data to a card. Flexible, they can be installed throughout a building, or simply on certain access points, to expand and enhance your current system.

Integrations with GRMS and security platforms Using mobile keys brings additional benefits, in the form of integration with Guest Room Management Systems. The mobile key or PIN can be programmed with validity

dates and times, for example, automatically disallowing access after the end date. This reduces the staff time needed for key programming, freeing them up to focus on guest satisfaction and experience. SALTO offers full integration with the majority of systems, including Interel, VDA, InComm and Lutron. Integration with systems such as video surveillance systems and thermal cameras for temperature monitoring also provide information that can help detect a health issue. Temperature monitoring systems allow facilities to take action quickly and can also help with tracing the source, and therefore the contacts, of any outbreak. There’s no doubt that there are many challenges for the hospitality industry, and the right electronic access control system can offer safety, convenience and streamlined operations. With SALTO Systems, accommodation providers can be sure that they’re investing in more than a guest room lock by choosing technology that will adapt and grow with an ever-changing industry.

Cedric Duigou is Hospitality Vertical Manager for SALTO Systems in Australia and New Zealand. For more information please contact our oﬃces on +61 (0)3 8683 9782 or email hospitality.au@saltosystems.com. You can also visit www.saltohospitality.com.

AccomNews - Winter 2020

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AccomNews - Winter 2020

What are the latest door lock developments?

Image courtesy of ASSA Abloy

By Kate Jackson, Industry Reporter

and significantly, without draining the battery life of such devices.

Tongues and grooves may have ruled for two thousand years, but hotel door locks are now all about waves.

“This is because BLE can prevent unnecessary battery usage by only activating radio communication when needed and by transmitting small data packages at low transfer speeds.

Electronic locks have opened the doors to accessing a property’s car park and guest suites, pool decks and gym rooms with the flourish of a card, wristband or smartphone.

“For the security access market, BLE is a central component that has allowed for the rise of digital key technology, a feature that is increasingly being found in hotels around the world and is even being mandated by several hotel brands as a required service to be offered at each of its locations.”

All doors throughout your accom property - whether it’s the Hilton or a hostel - can be controlled and managed through an electronic system which automatically generates and monitors keys for check-ins. Access control management software can configure 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. Of course, as well providing speedy and hassle-free access, latest technology must deliver on the basics of safety and reliability. Security has previously been an issue for touchless check-in systems, but quality

AccomNews - Winter 2020

Image courtesy of Salto Systems

manufacturers have developed a number of safeguards to prevent issues of data theft.

Industry perspectives Cedric Duigou, SALTO Systems channel manager for hospitality, Australia and New Zealand, told us: “In terms of the security, quality manufacturers will ensure the access rights are sent as a 128-bit AES (Advanced Encryption Standard) encrypted digital key over-the-air using a fast and secured transmission based on SSL (secure sockets layer) protocols. “The digital key is protected by anti-cloning technology and can be deleted anytime. They can

also provide an API (application programming interface) for hotels to embed the mobile key within their own app.” So, what are the latest technological developments in door locking, and how do they make life easier for managers and guests? We asked Michael Benikos, managing director of ASSA ABLOY Global Solutions Australia to explain. He told us: “BLE (Bluetooth low energy) has really taken off within the hospitality industry because it provides hoteliers with the opportunity to offer an array of convenienceenhancing abilities due to the mass presence of guest devices,

SAFETY & SECURITY

Cedric Duigou says the great advantage of both NFC (nearfield communication) and BLE technology is that they allow guests to use their smartphone as a mobile key. “Guests can receive a key anytime, anywhere, allowing them to arrive outside of hours or skip the checkin process entirely. “The mobile key offers a more cost effective and environmentally sustainable response compared to physical cards. The next big trend will be mobile keys because they are more cost effective, secure, convenient and a greener solution.” P46 www.accomnews.com.au

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Michael says that while NFC initially gained plenty of attention from the industry for its potential to provide hotels with digital key abilities, it has lost ground to BLE in recent times. “Ultimately, the platform’s high cost and initial incompatibility with Apple iPhones meant that NFC was not a viable option. Furthermore, the rise of BLE technology has since made the issue of implementing NFC redundant as BLE is widely available on guest devices, can be made to be secure, and is able to be implemented in a cost-effective manner.” According to Cedric, while NFC/BLE credentials are increasingly being used for guest access, staff are typically using RFID (radio frequency identification) smartcards. “These cards can serve as an ID badge and be used to interact with many thirdparty systems,” he says.

Guests can receive a key anytime, anywhere, allowing them to arrive outside of hours or skip the check-in process entirely. offline doors visited, whilst at the same time spreading the deleted card and blacklists to any offline components. “This offers enormous flexibility and provides almost realtime online functionality for offline products, so facilities can use a mix of online and offline products. “All these technologies are in fact complementary within a property in order to create the most cost-efficient, flexible and secure access control system.” As keyless door locks continue their ascendancy, is this the end for magnetic stripe cards?

“Most importantly, on the staff card, quality systems can store the user’s access rights and collect audit trails and battery status of the

Cedric Duigou says: “Absolutely these products have had

Reimagining Hotel Security

Mobile Access

virtually replaced older magstripe models due to their superior security and operational abilities.

Staff Safety

“For example, RFID can offer enhanced keycard encryption that eliminates the threat of unauthorized keycard cloning,” he says.

their day. “Mag stripe is a very old technology offering very little to no security. The information stored on these cards is easily erased by any low magnetic field, which creates unnecessary frustration and inconvenience for guests having to continuously visit reception to have their card re-encoded. “Today, properties (big and small) insist on NFC, BLE, Mifare and DESfire (multi-application smart cards) compatibility, which can present the flexibility to convert oﬄine locks to a wireless on-line system at any time - a truly future-proofed solution.” Since being first introduced to the market around 2006, Michael says, RFID-based locks have

“When implemented as part of an online system, additional benefits include being able to remotely and instantly deactivate cards that are suspected of being stolen or receiving alerts that inform staff that a wandering intruder is attempting to use a keycard on several doors throughout a property. “Unlike magstripe-based locks, RFID solutions also do not require any moving parts which translates into a minimized need for maintenance. From a guest satisfaction perspective, RFID keycards are further immune from demagnetization, a common and inconvenient issue that requires guests to return to the front desk to be issued a new keycard when staying at a magstripe lock equipped property.”

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%

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AccomNews - Winter 2020

SAFETY & SECURITY

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Leading the way on

emergency lighting

In an emergency, the speedy evacuation your staff and guests can literally mean the difference between life and death. Any loss of mains electricity, perhaps the result of a fire or flood, can plunge buildings into sudden darkness and put occupants in danger of physical injury and panic. Emergency lighting, whether it is programmed to kick in when the main power supply cuts or is on permanently, is vital for crowd control in providing directional cues and helping evacuees avoid hazards as they negotiate stairwells, hallways and external grounds. www.accomnews.com.au

AS/NZS 2293 is the latest standard covering emergency lighting in buildings. This joint benchmark, approved by the Council of Standards Australia and by the New Zealand Standards Approval Board, involves three parts: •

AS/NZS 2293.1 governing system design, installation and operation

•

AS/NZS 2293.2 governing inspection and maintenance

•

AS.NZS 2293.3 governing emergency luminaries and exit signs

the process, eliminating the need for a tester. They are run via an onsite or remote server which conducts automatic testing, relaying information from emergency fittings directly back to management software. Some also offer live status data on individual fittings for more detailed system monitoring.

Testing, testing, testing

What works for me?

There are three main ways to test and monitor emergency lighting systems.

Emergency lights for commercial properties are either nonmaintained, which means they only come on when the power supply to the normal lighting fails, or maintained, which means they are illuminated 24/7. Suppliers will offer a risk assessment to help identify what works best and where for your accom and provide informed advice on whether your emergency lights should work standalone or as part of a networked system.

A manually tested system has exit and emergency lights wired to a test timer. A testing contractor, required to be someone with suitable qualifications such as a licenced engineer, will inspect the site and check fittings for any visible defects before activating that timer. They will then cut power to the emergency lighting (without affecting normal lights) and after 90 minutes, each fitting is inspected again to see if it is still running. There are also automatic self-testing emergency lights with an in-built timer that automatically puts them into duration test mode every six months. Following the test each fitting will display a pass/ fail result on the LED status indicator. A qualified tester need only then do one walk around to view and record a test result. Computer monitored systems are the Rolls Royce alternative used by larger businesses to run the testing and maintenance of their emergency lighting. They speed up and simplify

Exit lights all feature the same green with white detailing and symbols readily associated with an exit sign, while satellites and emergency luminaires come in a vast range of shapes and sizes. All can be fitted with weatherproof covers if required. Features such as mounting, accessibility, and whether the light is single or double sided are all considerations, with a unique set of circumstances presented by each property. Latest lithiumpowered LED versions are the go-to for most manufacturers, offering increased longevity, reduced maintenance, lower energy consumption and extended warranty periods.

Together, they outline what’s required by accom operators “to ensure an acceptable level of illumination for the safe evacuation of occupants from those spaces in an emergency situation”. SAFETY & SECURITY

©Prot - stock.adobe.com

By Kate Jackson, Industry Reporter

Stipulations include that all exit and emergency lights must be tested every six months to ensure they run for 90 minutes on battery after a simulated a loss of power. The results of the duration test, listing any defects, non-conformances and maintenance history, must be logged manually or digitally.

AccomNews - Winter 2020

©ipopba - stock.adobe.com

Do you have what you need to offer superb tech?

By Daryl Brett, Vintech Systems

The hotel industry wants to offer guests the latest and greatest technology on offer; however, with a large demographic of guests, is this technology really offering a better experience, or is it just adding more frustration to both the guest and the hotel operation? Getting the guest to their room and in the door has always been a step overlooked. It is globally assumed that if you give a guest a metal key, they will know what to do with it. This was then replaced with a card, which suddenly brought a new level of pain as each locking vendor tapped or inserted differently. Where do you touch the card? Which way round does the card go? Do the instructions on the card actually reflect what is expected? All issues facing todays travellers and causing the hotel operation costs and TripAdvisor issues if they get it wrong. Now that BLE Bluetooth Low Energy is here and actively being used in the hotel industry, has it solved these issues? Yes and no. Most of the major locking vendors have released a version of BLE for their own

AccomNews - Winter 2020

locks, but that is only half the step, how does that BLE credential get to the guest’s device and how do they actually use it? These are now the considerations that need to form part of the decision-making process, before committing to one vendor or another.

pure cost to the hotel. BLE token hosting is typically around $25 per lock per year, with no limit to the number of tokens issued and no plastic findings way into the environment. Labour is also greatly reduced for staff and the frustration at the room door for the guest virtually goes away.

Using a dedicated app for the property is the simplest and neatest solution; however, the guest is then forced to download a different app for each hotel they stay in and who keeps the app updated and paid for? Chain hotels have the luxury of budget allowing a single managed app for all their properties, but should this limit the technology to chains only? The answer is no. The growing concern over plastic in the world and the ever-increasing concern of costs associated with buying new cards or trying to recover used cards from guests is far outweighed by the annual licence fee associated with BLE hosting.

But…

A simple fixed one-off cost per lock, per year, is the only cost to the property as BLE tokens are virtual and so can be issued repeatedly. For example, 365 guest stays per room per year. If one card is not recovered every week, from a staying guest, that is 52 cards lost per year. At an average $1 per card that’s $52 worth of plastic that has made its way into the environment as a

Assuming the guest has managed to get into their room using their phone, now that cards are no longer used, what is the guest expected to use to energise the room. No longer will a wall slot be required as no card is issued. Technology has now moved forward in parallel with the evolution of the lock to allow the room controller to communicate wirelessly directly with the lock. Knowing who has walked in the room, staff or guest, or even now guest type or profile, allows even more operational benefits to the operator. With this level of communication, the room has the logic to react differently to whomever comes in. This is great for the hotel operator, they now have peace of mind that the room is only active when the guest is in the room, that the staff aren’t wasting energy and that the room is automatically set up to how the operator wants the room to be for when a guest enters. But does this make life any easier for the guest? Yes…

SAFETY & SECURITY

With a GRMS (guest room management system) that is in communication with the lock, the room is managed by the guest and if they leave lights on, or the air-conditioning turned on, this is how it will be when they return. What the guest is not aware of is that the room, while they weren’t there, turned itself off and operated in a manner managed by the hotel operation not the guest. Guest services that previously were more luck than judgement is all now managed by the GRMS, actively notifying the housekeeping team if the guest is in the room. If they have requested a room refresh if they have requested privacy, etc. Those tatty-looking, worn outdoor cards are redundant when a guest service is selected in the room the hotel operation is notified electronically so become considerably more efficient in how the rooms are serviced. Most hotels have the core infrastructure to support these new technologies, both BLE locks and intelligent GRMS, with limited refurbishment works required. With a complete holistic understanding of how the technologies now interact and are interlaced, it is a very simple step to bring the hotel into a considerably more cost-effective and technology-based operation, while helping the environment and making the guest’s life easier and less frustrating. www.accomnews.com.au

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AccomNews - Winter 2020

GOOD HYGIENE IS IN YOUR HANDS Fitted with an intelligent infrared sensor Weatherdon’s sanitiser automatically senses a hand 2 -10 cm from the outlet and dispenses a measured dose of gel. Touchless design reduces the risk of cross-contamination while a large 1000 mL gel reservoir ensures longer use between refills. There’s a drip tray and lockable cover as well as a visible window to easily monitor the gel level. Waterless sanitisers require less time than hand washing and act quickly to reduce bacteria on hands. Help ensure your guests and staff practice good hand hygiene by positioning dispensers on each guest floor, near reception, concierge desks and lifts as well as back of house.

Weatherdon

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DO YOU SEE WHAT I SEE?

SALTO ELECTRONIC LOCKING SOLUTIONS Streamline hospitality operations and create an excellent guest experience with SALTO electronic locking solutions. SALTO System’s XS4 BLUEnet Electronic Lock Range offers the ability to upgrade to realtime access control when it suits your property. As well as increasing security, visibility, and convenience for guest rooms, front or backof-house, wireless real-time functionality also allows you to instantly perform requests such as re-rooming and extended stay. Aesthetically designed to elevate your brand, SALTO XS4 BLUEnet locks operate oﬄine by default with SALTO’s Data on Card solution, but have built-in components that can be activated for Mobile Key compatibility and wireless connectivity with SALTO gateways. By simply purchasing a software module, and without any additional components, you can unlock real-time access control when you’re ready - a truly future-proof solution.

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AccomNews - Winter 2020

To the uninitiated this is just another umbrella base but if you are a resort focused outdoor furniture supplier you see the devil in the detail. A 4mm thick aluminium stem, which means no rust means you will not be throwing the base out in 12 months. With a full circumference thread on the stem connecting to the base meaning 55mm of contact point, not just a single bolt so it will not loosen, wobble, and snap off. With 25kgs of concrete it is heavy and won't rust. Roller wheels means ease of movement. Combined with our 37 Years of experience in the resort industry means we know what to look for.

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Daydream Leisure Furniture

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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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Covid safe and enhancing guest satisfaction levels. The Smart Tablet App is a powerful guest engagement tool. A Guest Services Directory that is always up to date. Direct messaging between the guest and guest services: room service, housekeeping, reception. Up-sell the guest to F&B, internal services & facilities. Direct interaction with external visitor & tourism ecosystems. Generate incremental income from internal and external channels. Fully customisable to your requirements, backed by a sophisticated Content Management System, with In-room and mobile options available. Smart Tablet enhances the guest experience and delivers a cost-efficient digital channel through which guest engagement is optimised.

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Using FDA approved technology, OHAir is an exceptionally fast, safe and effective air and surface treatment system which removes 99.99% of air and surface pathogens within one hour, including COVID-19. With airborne transmission of COVID-19 now recognised as a significant risk, OHAir is the only system available which provides fast and effective treatment against airborne (aerosol) and surface pathogens including COVID-19, eliminating 99% of viruses in 15-30 minutes. The system uses no chemicals and is completely human-safe – meaning it can operate 24/7 in any indoor environment with no operational disruptions.

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Hunter Technologies

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HOMETIME WIRELESS CHARGER WITH BLUETOOTH SPEAKER Hometime’s state of the art Wireless charger with Bluetooth speaker will enhance your guests’ in-room experience. The sleek and compact charger and speaker system is also equipped with other convenient features for guests including an alarm clock with adjustable brightness, FM radio and USB charger if a port is preferred. Easily paired with iPhones and other Bluetooth-enabled devices, Hometime provides a dual super high bass speaker system with livelike sound quality. The built-in microphone also ensures clear hands-free calls.

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Cashless convenience:

COVID-19friendly vending machines By Lucinda Dean, Industry Reporter

‘Cashless is king’ as many businesses refuse to handle cash during the COVID-19 pandemic. For accommodation providers, installing cashless vending machines right now is a farsighted move as it meets two important consumer needs: safety and sanitisation. For property managers, it equates to savings on staff wages and greater profit. Gone are the days when guests would rock up to the vending machine sitting in the corner of your lobby with a

pile of coins in hand. Contactless payment is standard with contemporary vending machines, which for guests, is a much more hygienic payment solution. The 24/7 convenience of being able to get that 03:00 bottle of Bollinger, or midnight snack, emergency hygiene products, or even a hot meal at any hour, is a great value-add for your guests, especially if yours is not a 5-star facility offering room service to guests day and night. And being able to purchase breakfast, or a bean-to-cup coffee, from a vending machine is a great option for guests choosing to practice social distancing. Installing vending machines in

high foot traffic areas on your property makes great financial sense, quite simply, they’re a cash cow. It’s just like having an onsite city minimart, but without hefty overheads such as commercial rent, franchise fees or staff wages. The benefits for

property managers are manifold: greater guest satisfaction; more control over inventory; nil staff wages for manning an onsite kiosk; and the opportunity to profit from offering a 24hour customer service.

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AccomNews - Winter 2020

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Whatever the need or occasion, there are vending machines catering for just about everything from hand sanitiser to tissues; frozen dinners to shelf-stable meals; protein bars to no sugar soft drinks; disposable razors to USBs; and bike tubes to quit smoking aids. The product choice and combination of highly disposable goods are almost limitless, which means marketing-savvy operators who know exactly what their guests want can cater to them accordingly. The machines should be clean and modern, and products must be eye-catching. Hot tip: displaying your company logo on your vending machines identifies them as part of your brand. For sizeable properties, replacing staff canteens with vending machines can save a business a fortune. The machines store the fresh meal at around 3 degrees Celsius and can either contain a built-in microwave, or the meal can be heated in external microwaves. The quality of the product is good, the cost of meals is competitive and the machine ensures staff

have a food available 24/7. Meals can be fully subsidised or partly subsidised, and tokens or vouchers can be provided to staff to control usage. Accom News spoke to a couple of industry experts to get their views on the latest trends in vending machine technology and how they are meeting consumer demands in an age of COVID-19. Nick Aronis, managing director, Ventrader, says that while he has seen, in the last 10 years or so, a shift in the market towards cashless systems, accommodation businesses are now demanding themâ&#x20AC;Ś

Vending in the age of COVID-19 This year has been an interesting one with COVID-19 adding to the difficulties in operating a vending business. We are seeing more and more clients wanting touchless equipment, and healthy products as well as non-food products. The variety of equipment available in todayâ&#x20AC;&#x2122;s market allows for all of these challenges to 54 be met.

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AccomNews - Winter 2020

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Touchless technology Today’s vending machine options range from those that use traditional tap-and-go technology to vend products to touchless equipment, which use mobile phone apps to access the machine and even browse through the various products available in the machine to determine their nutritional value. When a selection is made, it’s processed right there through the user’s phone, which is linked to their credit card or by using apple pay or google pay, etc.

Configure it your way The machines have the flexibility to be configured any which way to dispense small items, such as a single AAA battery, to a large box of disposable gloves,

AccomNews - Winter 2020

and anything in between. In this age of COVID-19, there are even machines, which dispense personal protective equipment (PPE) and have a backend system whereby the machine is accessed with a fob, room card or a pin number. Recording data and providing live reporting also results in greater accountability. Kellie Werder, business development manager, Provender, explains how vending machines can provide mobile/NFC payments… These are contactless payments that use nearfield communication (NFC) technology to exchange data between readers and payment devices such as Apple Pay and Android Pay electronic wallets, or EMV chip credit/

debit cards. This method of payment is contactless, guests hold their NFC enabled device (Smartphone, watch, contactless credit card) near the payment reader to pay.

The smart way to go Payments are fast, encrypted and highly secure. Vending machines can also provide pre-paid/closed-loop payments, which allow customers to prepay by ‘topping up’ a balance to be used at selected vending machines. It’s similar to using a gift card or a loyalty card at a café or a retail store. Consumers have the opportunity to save money and receive rewards with discounts, sales and loyalty rewards when they use their prepaid cards

FOOD & BEVERAGE

or specific payment methods (such as employee/ID card, a key fob or loyalty card/app).

Incentivise As a hotel owner, you may wish to allow guests one free vend from the vending machine per day, which could be linked to a room card or key fob. This can also be extended to staff, for example linking a free meal per day from the vending machine to a staff member’s ID card.

What does it cost? Often there is no cost to the hotel, however they could be locked into a 12-month leasing contract. A percentage (or commission) of the revenue raised by the vending machine goes back to the lessor.

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Image courtesy of Mitsubishi Electric

What a cool time to upgrade your air conditioning systems By Lucinda Dean, Industry Reporter

‘There’s no time like the present’, is one of those grating idioms, but as we gradually emerge from our COVID-19 lockdown, it really is a good time to check the operating health of your air conditioning units. Unless you’re located in the Top End, Far North Queensland, or the ski fields, winter generally is quiet for many accommodation providers, so it’s a great time to get your air conditioning systems summer-ready. The COVID-19 health scare has also jolted us into changing the way we think and act regarding cleanliness. If guests fussed previously about cleanliness in rooms www.accomnews.com.au

and common areas, they are even more demanding now. It is fair to say that our standards (accommodation providers and guests alike), have forever changed thanks to COVID-19. The reasons for regularly maintaining and repairing your air conditioning systems have fundamentally not changed. It’s all about safeguarding guest health and safety as well as protecting the longevity of the units. Left uncleaned, air conditioning units can fast become a breeding ground for harmful bacteria and mould. Legionnaires’ disease is one nasty consequence that can result from microorganism growth in badly maintained air conditioning. The cooling tower is the part of the system that can really promote these health hazards, so it is vital that they be kept resolutely spick and span with a chorine treatment

or other recommended maintenance upkeep. In summer, we love to crank up the air conditioning but if a room is too cold, it can dry out guests’ airways leaving them prone to infection and illness. The same goes for staff, which is why air conditioning in lobbies and common areas should also adhere to the same strict maintenance schedule. Humidifiers can help counteract this dryness and are an in-built feature in many air conditioners now on the market. Thinking of upgrading? Most consumers these days are ‘green aware’, but another compelling reason to choose energy-efficient and ‘clean’ air conditioning models is they equate to dollar savings on your power bill. The ‘big nasty’ commonly

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emitted by refrigerators and air conditioners is a type of synthetic greenhouse gas known as hydroflurocarbon, or HFCs. On January 1, 2018, the Australian Government introduced the HFC phase down to gradually reduce the maximum amount of bulk HFCs permitted to be imported into Australia. According to the Australian Department of Agriculture, Water and the Environment, the phase down only addresses the import of bulk gas, such as in cylinders, it does not cover gas imported in pre-charged equipment such as air-conditioners. Confusing? The takeaway message is that consumers should choose alternative technologies using different refrigerants, which are already available in Australia. To help you navigate these buying decisions, you can always ask industry experts for advice. AccomNews - Winter 2020

Industry specialist talks to Accom News

This new normality of being able to control all aspects of your home via your smart device is also becoming a point-of-difference in the accommodation sector. Hence why a growing demand for interfaces that allow the heating, ventilation, and air conditioning (HVAC) systems to be connected to modern smart technologies.

Atesh Mani, national product manager Mitsubishi Electric, shares his view on new air conditioning technologies and how industry regulations are also informing the buyer decision… Latest technology developments have allowed air conditioners to become quieter, more efficient, easier to use and friendlier to the environment.

Low on cost, big on comfort There are various split system technologies in the market that offer really high efficiencies throughout the year. Single split systems can offer a full range of capacities with really high efficiencies and quieter operation. Accommodation operators can save on running costs without compromising on customer comfort.

New developments in air conditioning controls have allowed integration with modern smart home technologies; and developments in fan and inverter technology have made the units quieter and more efficient. There is also a growing demand for air conditioners, which use a lower Global Warming Potential, or GWP, as a measure of how destructive a climate pollutant, such as air conditioners, are. Designers and building owners are well aware of the impact of high GWP gases on the environment. In order to comply with the HFC gas phase down, new technologies have been developed, which use lower GWP gases. These new-generation air conditioners deliver the same capacity at similar efficiencies to older models.

Why upgrade? Customer comfort and reliability are critical considerations for accommodation managers when planning an air conditioning system upgrade. At the same time, they must also consider products with high efficiency. Features

A breath of fresh air Some air conditioners are equipped with highly advanced multistage filtration systems, which are designed to reduce bacteria and allergens micron, thereby circulating fresher and cleaner air back into the room. Image courtesy of Mitsubishi Electric

such as advanced filtration systems, quieter operation, connection to smart controls, sleek wall controllers and beautifully designed indoor units lend themselves to a great customer experience. A highly efficient system will provide run cost savings compared to operators’ existing systems. When upgrading, building managers can also look at lower GWP alternatives available in the

market as that will help lower the impact on the environment and global warming. Anticorrosion protection coating on the outdoor unit can help elongate the life of the unit, therefore getting the most out of your investment.

The new norm As technology is advancing day-to-day, it is no surprise that smart homes with full control of lighting and air conditioning, and more, is now the norm.

Most air conditioners these days are equipped with ‘dry mode’ or ‘dehumidification mode’. Not only are these systems capable of efficiently cooling or heating the house, they can also dehumidify the air. Having a maintenance schedule is also important. How regularly the air conditioners are cleaned depends on each systems’ complexity and running time. However, typically you would expect some form of maintenance carried out every three months.

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AccomNews - Winter 2020

How outdoor heating can fire up winter profits By Kate Jackson, Industry Reporter

The question is most commonly about gas verses electricity, and traditionally the winner of this argument has been gas because it has been more effective and less costly than electrical alternatives. ©Serge Touch – stock.adobe.com

Aussies pride themselves on a living an outdoor lifestyle, and that thirst for all things al fresco means we are drawn to exterior spaces all year round. Accom owners are able to extend their outdoor season using costeffective heating solutions will reap the benefits of allowing guests to enjoy gardens, terraces, courtyards, pool decks and smoking areas, even when the nights draw in and the air turns chilly. Having an inviting outdoor space to market can not only put bottoms on your polyprop chairs, but dollars on your bottom line. Sharing his seasoned supplier expertise, Nigel Smalls, director of SBH Solutions told us: “If you are a hotel or resort, offering additional areas for patrons gives them more space and the opportunity to stay outside for longer. “How to do this most cost effectively, and increasingly importantly, energy and environmentally more effectively, is the question.”

Safety Safety is the number one priority when considering your outdoor heating options. Level surfaces which can hold plenty of weight are essential when considering where to place standalone outdoor heaters, while sheltered sites out of high wind areas are also important, with heaters kept a safe distance from low-hanging branches or other combustibles. Safety switches are another essential feature. Propane gas heaters should have a tip-over safety switch for automatic shut-off if the gas is knocked over, while all heaters should have an internal safety switch that turns them off if they get too hot and become a fire hazard. Cool-touch glass is standard on most commercial outdoor

AccomNews - Winter 2020

heaters and safety approval certification, issued by either UL or CSA, ensures all safety requirements have been evaluated and met for each heater.

Heating options When it comes to commercial outdoor heating options, gas, infrared and electric heaters are the three main options. Most models across the board claim a level of environmental friendliness - with green credentials boosted by a concerted effort by manufacturers to enhance efficiency and cut emissions - and a focus on design in recent years means new heaters can fit seamlessly into attractive exterior spaces. The key when selecting a heater is to find what works best in terms of energy efficiency and effectiveness for your space. Outdoor spaces with ceilings up to four metres can use both gas-fired and electrically powered high intensity heaters while mid-intensity electric heaters may be more suitable for low-ceilinged spaces. Zone controls, timers and movementtriggered remotes and switches all allow for better fuel efficiency by ensuring only areas actually being used by guests are heated. Gas heaters throw out more heat than standard electric long wave or medium wave heaters. Propane-bottled, mushroom-

shaped gas heaters offer flexibility of positioning as they can be wheeled around, but are generally un-flued, which means they cannot be positioned in an enclosed area because they release carbon monoxide. Bottles need replacing every ten hours or so, and there are risks associated with the possibility of the heaters being tipped over. Natural gas heaters are usually fixed into position on floors or walls and plumbed by a licensed gasfitter. The gas doesn’t run out and they are fine to run indoors, but they do require an expensive installation. Electric radiant heaters just need to be plugged into a regular electric socket, but more are required to heat the same area as gas heaters. They produce a soft, ambient light and heat and are safe to mount on walls, and under shade sails, umbrellas and other fabric coverings. Infrared heaters, the newest kids on the block, provide a gentle warmth that can feel more comfortable than conventional radiant heat as they heat objects in a space rather than the air. They provide a penetrating and even heat that does not dry out the air and are more efficient than conventional electric heaters.

Industry viewpoint Accom News asked Nigel Smalls to evaluate the latest options for heating your outdoor space…

ENERGY & RESOURCES

Traditional heaters are medium to far infrared heaters and so primarily heat air, which means if the wind is blowing you lose the heat to the atmosphere. Where short wave infrared differs is that these heaters radiate heat off surfaces and people: Air is heated by re-radiation off the surfaces, so the comfort felt does not blow away. This means that short wave can be used in the coldest places. The added benefit of not needing to heat air to create comfort means that you do not have to heat an unoccupied area - the heat is felt instantly, so often these heaters are on proximity sensors or timers. The radiant efficiency of short wave heaters is also very high, so a 2000W heater, combined with an efficient reflector, can give comfort and ‘take the edge off’ over a larger area than traditional options, gas or electric. Which means you generally need fewer heaters to cover an area and your energy costs are lower. Short wave infrared heaters are the most effective means of heating outdoor areas, but also work best in any cavernous indoor area such as a converted warehouse or vaulted roof. This is because heated air rises, so less efficient radiant heaters generally warming air are not as effective at giving comfort. Short wave is the closest to the light spectrum and its brightness has in the past been criticised as too ‘harsh’. Manufacturers have tackled this by coating the lamps or reflectors with gold colour, which gives more of an amber ambient light like you get from a wood fire. However, it is true to say that some people want unobtrusive heating, so are prepared to compromise effectiveness. www.accomnews.com.au

The case for short wave infrared heating – the most efficient way to heat the outdoors If you run a hotel or resort it is a benefit to offer additional areas for patrons to relax in. Outdoors is an obvious area as it already exists as a space – it just needs to be made more comfortable so guests can stay outside for longer. The question is how to do this most cost eﬃciently. The debate is most commonly about gas verses electricity, and traditionally the winner of this argument has been gas. Traditional electric radiant heaters primarily heat air, which means if the wind is blowing you lose the heat generated to the atmosphere.

Which means you generally need fewer heaters to cover an area and your energy costs are lower.

...With an efficient reflector, can give comfort and ‘take the edge off’ a larger area than traditional heating options, including gas heaters.

Short wave is the closest to the light spectrum and ‘harsh’ brightness has in the past been criticised.

Where short wave infrared heaters differ is that instead of heating air they heat people and surfaces directly: air is only heated by re-radiation off these surfaces, so comfort felt by guests does not blow away.

The added benefit of not needing to heat air to create comfort means that you do not have to heat an unoccupied area - the heat is felt instantly, so often these heaters are on proximity sensors or timers.

This means that short wave can be used in the coldest places – think of the sun coming out from behind a cloud on a winter’s day and how you feel the warmth even though the air temperature has not changed.

The radiant efficiency of short wave heating is very high, so a 2000W heater, combined with an efficient reflector, can give comfort and ‘take the edge off ’ a larger area than traditional heating options, including gas heaters.

Manufacturers have tackled this by coating the lamps in a gold colour, which gives more of an ‘amber’ light - like you get from a wood fire. However, it is true to say that some people want unobtrusive heating, so are prepared to compromise effectiveness. The best short wave heaters come from Europe which leads the way in reducing emissions and improving efficiency – Australia is poised to follow this lead.

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13/3/20 1:12 pm

AccomNews - Winter 2020

Biophilic design:

Hotel trends in interesting times Out of crisis comes opportunity... The past few months have thrown the hotel industry into turmoil that has challenged and focussed the need to be more relevant than ever. Australia and New Zealand have an opportunity to be a key destinations for travel once the world opens again, and to that end, we should make sure we are ready for business and can meet the relevant, changed social dynamics and traveller demands. How has the post-COVID world shifted tourism and influenced hotel design? Here are some key trendsâ&#x20AC;Ś

Less is more. The rise of experiences as essential. Returning to a simpler way of life has been one of the shifts that has occurred through these strange times. Coupled with millennialsâ&#x20AC;&#x2122; awareness of care for the planet, the design trend is heading back to minimalism with a sustainable focus. Overt materialism is now a turn-off. This has manifested not only in the elimination of singleuse plastics for guestroom amenities in lieu of bulk refillable dispensers, well-designed of course, but also the elimination of guestroom non-essentials, such as leaflets, sewing kits, and

Vee Kessner, Space Studio

the like. In the spirit of hospitality, these may still be available upon request like stocking up a minibar. However, guests no longer demand endless consumption of electricity. Including a bar fridge in every guestroom, to be replaced in the next refurbishment cycle, is no longer necessary. Consider every aspect of the room: what is essential? Craft that with care.

New standards of hygiene and interaction, sanitation and density. As we all emerge from various levels of isolation with a heightened sense of hygiene, the impact on design in hotels will be felt. Simple solutions may include well-designed sanitation stations integrated into various areas

of the hotel; a heightened importance of a towelling ritual on arrival; the ability for less density in restaurants and bars; and, a complete review of how shared food stations or buffets will be managed. Buffets are in for a revamp to ensure better standards of hygiene and control over open food areas.

Seamless technology This period of isolation has only enhanced reliance on technology. The appeal of contactless registration and checkout, contactless access to rooms through the use of your device and the ability to access hotel offerings through apps is appealing in the new era of hyper hygiene awareness: this should be carefully balanced with an increased desire for digital privacy. While artificial intelligence can be used to monitor guest behaviours and present options to them, this should be balanced

AccomNews - Winter 2020

REFURBISHMENT

with a respect for their privacy. Consider wireless device charging stations throughout the hotel: in-room but also in shared co-working and leisure spaces. The ability to support streaming of oneâ&#x20AC;&#x2122;s own content, keyless entry, contactless payment, digital control of lighting, temperature, etc., are also worth considering. Technology is becoming more reliable in this area and new-build properties should be integrating their systems to prepare for a brave new wifi-centred world.

Solo travel: an emerging trend This drives several key design considerations for operators, such as creating meeting spaces within the hotel for informal interaction, a homely atmosphere for socialising in common areas, and providing social activities to encourage solo guest engagement and interactions. www.accomnews.com.au

Wellness and biophilic design A focus on wellness is a wellestablished trend in hotel design that has resulted in better gyms, in-room exercise options, and healthy food options. Biophilic design is becoming a key consideration in creating interiors that provide for a wider concept of wellness that can reduce stress, enhance creativity and clarity of thought, and improve wellbeing as the world continues to urbanise. In its fullness, the concept goes well beyond the simple visual connection with nature. Three key constructs influence how this key design trend will be realised:

1. Bringing nature into the space •

Direct visual connection;

•

Auditory, olfactory, haptic or gustatory stimuli;

•

Thermal and airflow variability: subtle changes in air temperature, humidity, and airflow across the skin;

•

The presence of water

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materials that reflect natural ecology and geology.

through hearing or touch; •

Dynamic and diffuse light varying the light intensity and creating light and shadow that change over time.

3. The nature of the space •

Unimpeded views allowing for surveillance and distance balanced with areas of ‘refuge’ providing a secure space secluded from the main flow of activity.

•

A sense of mystery or

2. References to nature •

Biomorphic patterns, textures, and forms;

•

Material connection with

REFURBISHMENT

areas to be explored and discovered that draw one deeper into a space. Above all, biophilic design must nurture a love of place. As we await a resurgence in our tourism sector, let us prepare to provide experiences that surpass expectations, provide engagement with our people, create love for our place and surpass the needs and desires of the new mindset for tourists.

AccomNews - Winter 2020

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

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

AccomNews - Winter 2020

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

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

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AccomNews - Winter 2020

AccomNews, Winter 2020

Articles inside

Biophilic design: Hotel trends in interesting times

How outdoor heating can fire up winter profits

Do you have what you need to offer superb tech?

Leading the way on emergency lighting?

Hotel gyms muscle in on bookings

Cleaning standards in a brave new COVID-19 world

What are the latest door lock developments?

Holiday venue playgrounds that squeal good fun

Why cashless is king of the laundry

Executive Housekeeper: Marian Stratford on change and challenges

Holiday Inn Express Melbourne Southbank: Why we’re “green” with envy

AHA Report: Heading towards the debt cliff

presents a united front

What are the positives of franchising?

ATHOC Report: Unpacking common misconceptions about the timeshare industry

Front Desk

CIAA Report: Camping's back with a boom as 19 million Australians keen to stay in caravan parks

AA Report: Lifting restrictions and maintaining JobKeeper essential to industry survival