AccomNews, Winter 2021, Issue 76 by Multimedia AU/NZ

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The essential industry guide

Issue 76 | Winter 2021 | 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: When you know better you should do better................................. 05

Advertising Conditions

Industry____________________________________

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.

AHA Voice: Changes to chef and visa rules great first steps to fix skills shortage................................................. 06 TAA Voice: Keeping confidence................................................................................. 08

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. © 2021 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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EDITOR Mandy Clarke, editor@accomnews.com.au

AA Voice: A light at the end of the tunnel............................................................ 10 ATEC Voice: What about the reopening of international borders?.................. 12

Management_______________________________ How privacy protection is changing email marketing................. 14

Profiles_____________________________________ Designs on success for Dennis Clark from Hotel Interiors.......16 NoVacancy returns to record results ................................................ 18

Housekeeping______________________________ Margaret Fernandes continues grand career at Hilton..............22 How hotels can clean up financially with outsourcing...............24 Luxury & joy all in a Day's work.............................................................26 Ensure your team has the right tools.................................................27

Increase your revenue with a cashless laundry.............................28 The secret to refurbishing holiday parks......................................... 30

Refurbishment______________________________ Does your shower make guests' blood run cold?.........................34 Define and refine your space with amazing wall coverings......38 Transform your outdoor space..............................................................42 Wow factor the jewel in Hawkesbury Crowne............................... 46

INDUSTRY REPORTER Grantlee Kieza

Energy & Resources________________________

PRODUCTION

Something in the air for hotel success............................................ 49

Richard McGill, production@accomnews.com.au

Safety & Security____________________________

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

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 2021

Top hotel attractions the stuff of kid dreams..................................53

Food & Beverage____________________________

Q&A – High speed internet with Jeff Rhode, Director at Liveport ............................................... 60

KEY Commercially funded supplier profile or supplier case study

Guest Facilities_____________________________

Technology_________________________________

Madeleine Sawyer and Peter Shelley

Supplier information or content

Technology going to work after hours.............................................. 50

Vending machines deliver for hotels..................................................58

Stephen Ferguson, Michael Johnson, Dean Long,

CIAA Voice: Caravan industry reunites...................................................................... 09

38 FRONT DESK

The sky's the limit for connectivity.....................................................62 Private Cloud: Time for a great night's sleep and extra $$$ in your pocket................................................................. 63

What’s Hot............................................. 64 Preferred Supplier Directory.................... 66

Welcome to the winter edition of Accom News.

but we do need a better plan for our nation and our industry. In many ways Australia sat back and watched how the rest of the world managed COVID, perhaps this was a good strategy. However, now it is time for the federal government to be much more proactive in its approach to the future with regards to the mass vaccination program and how we all move forward. It needs to do better.

Twelve months ago, we were in the throes of a very new pandemic. News came so thick and fast that the government and industry experts could only react to evolving health advice. Today we are not that much further forward, although unexpected news announcements are not as frequent our bruised industry is still being consistently battered. However, there is one big difference, now government knows better it should be doing better.

The lows since our summer edition... Cancellations, cancellations and more cancellations, many accommodations have seen a drop to two percent occupancy rates overnight. The decimation of so many businesses in our once booming industry is gutting. Accom operators in Sydney and Melbourne are doing it especially tough, alongside many inbound tourism operators. We should

Mandy Clarke, Editor editor@accomnews.com.au

On the highs...

also remember the small regional operators and businesses who just about survived the first wave of lockdowns with the help of JobKeeper but couldn’t stay afloat after the latest restrictions. And sadly, there will be more to come. The realisation that we are not yet out of the pandemic woods, with no end date in sight is sinking in. COVID-19 and all its variations are around to stay, and we will have to live with outbreaks, restrictions and lockdowns for the foreseeable future. What is the answer? It seems we have no definitive global solution,

A trip in June to Sydney for Australia’s largest and most recognised tradeshow and conference for the hotel and accommodation sector, NoVacancy was most certainly a high. Organiser, National Media revealed that this year’s event achieved record attendance and set a record for exhibitors rebooking into the 2022 show. At the ICC Sydney Exhibition Centre, I was joined by Accom News team members Dee and Tim, and we managed to catch up with many of you. On a personal level, just walking into the event after a year of

working from home felt free and fantastic. The excitement was palpable, the venue looked incredible, and the entire vibe was positive. There is no better feeling than talking to actual faces up close, it really felt like I was catching up with old friends. I managed to say hello to most of our Accom News contributors and collaborators and thank them for their support over the last 12 months. I was also pleased to meet some fresh industry faces.

EDITOR’S NOTE

When you know better you should do better

In this jam-packed edition of Accom News you will find some inspiration on wall décor and design, in the refurbishment section we talk caravan parks and refreshed showers. Our housekeeping section is full to the brim, and we talk about the importance of choosing the right bathroom amenities. We also have an interview with Dennis Clark from Hotel Interiors that you are sure to enjoy. We get technical with high-speed internet and our feature on Accom playgrounds is no child’s play! Enjoy our magazine and please get in touch, as I welcome feedback and I love a good story.

Dee Dawson and Tim Svenson

FRONT DESK

AccomNews - Winter 2021

AHA VOICE

Changes to chef and visa rules

great first steps to fix skills shortage It’s no surprise to most of you that the nation’s hospitality sector has been experiencing a skills shortage for years. This has only been exacerbated by the COVID pandemic, which has seen our borders close and large parts of our traditional workforce such as international chefs, working holiday makers and backpackers cut off for well over a year so far. At the time of writing, we are continuing to battle the pandemic on many economic fronts with a recent lockdown in Melbourne, a major lockdown in Sydney, another in Darwin and restrictions re-introduced in Queensland, SA, and WA, with sadly, the chance of more to come. As our struggling sector deals with continuing lockdowns and restrictions, it is important to keep looking at the bigger picture. To look at what can be done to alleviate the chronic shortage of workers which will be with our sector long after the pandemic is brought under control unless action is taken now. That is why we have welcomed recent changes to visa rules and skilled migration by the federal government. For some time, the Australian Hotels Association and Tourism

AccomNews - Winter 2021

and cooks to meet demand, the situation really is that acute. Our priority is to always employ Aussies first, and always will be, but international chefs add to the hospitality experience helping our businesses provide a world-best service as we (hopefully) soon move into the global COVID recovery phase. Stephen Ferguson CEO, Australian Hotels Association

Accommodation Australia have both pushed hard for the inclusion of chefs to the Priority Skilled Migration Occupation List, in an effort to alleviate the worker crisis. I am pleased to say the federal government has now acted on this front.

There are huge financial incentives for us to hire local, and they remain. To bring in an overseas worker like a chef costs a business anything from $10,000 to $25,000 when you factor in visa fees, skills assessments, migration lawyers etc. and you have to wait for three months and then repeat it all again in two or four years. It’s not something entered into lightly. On another front, we were also pleased to see the federal government recently make changes to rules around Working Holiday Makers (WHM) in remote parts of Australia which will help ease the hospitality skills shortage in those areas.

It is rare good news for our sector and could not have come at a better time, especially for our regions. In a recent AHA survey 73 percent of respondents reported their businesses were suffering because of a shortage of skilled workers, more than 66 percent needed chefs. Some of our most successful hotels are currently more than 50 percent down on job applications for the same time last year. In regional areas, where the tourism trade is actually picking up, we have hoteliers wanting to ‘beg borrow or steal’ chefs

The recent changes to the visa scheme for working holiday makers adds tourism and hospitality to the “specified subclass 417 and 462 visa” lists in “remote and very remote” regions, as well as Northern Australia. This means working holiday makers would be able to qualify for their second and third year

INDUSTRY

visas by working in tourism and hospitality in areas like: Broken Hill (NSW), Kangaroo Island (SA) or Alice Springs (NT). Many areas of remote Australia rely heavily on WHM to supplement their domestic workforce. We welcome any changes which make it easier for WHM to work and for the struggling hospitality sector to employ much needed staff for customers who want to enjoy our tourism offerings. This will put more workers where they are most needed. It’s a ‘win-win’ as we work to rebuild our hard-hit sector and lead a world-class hospitality recovery. Adding chefs to the Priority Skilled Migration List and amending the visa requirements for working holiday makers in remote and very remote areas of Australia are great steps towards starting to alleviate this chronic workforce shortage. They come on top of recent changes to student visas increasing the hours of work for those overseas students still in Australia, something else both AHA and TAA had pushed for. We congratulate the Morrison government, especially Immigration Minister Alex Hawke on these changes and look forward to working with the government on future changes to ease the skills shortage for our hard-hit businesses.

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TAA VOICE

Keeping confidence The first thing to go in a COVID outbreak is confidence. We turn inward and become wary of anything new. We think twice about leaving home, let alone booking a holiday somewhere. Recently, the slowly returning confidence of the domestic travelling public has taken yet another beating. Just before the Queen’s Birthday long weekend parts of Victoria went into their fourth lockdown causing wide-spread cancellations in Victoria and NSW. And on the eve of the July school holidays, Greater Sydney and other parts of NSW went into a two-week lockdown and Darwin and parts of the NT went into lockdown. At the time of writing, lockdowns had spread to Perth and parts of Queensland, restrictions were re-introduced in SA and WA and interstate borders everywhere slammed shut.

CEO, Tourism Accommodation Australia

our members, especially those in the big cities, are really struggling. They would be happy just to string together a couple of decent months, let alone mount a long-term recovery. Over the last 15 months we have seen lockdowns in every state and territory and we have seen which support packages work well and which ones don’t. The NSW Government’s lockdown support package announced on June 29 was helpful for small business and regional motels but did not help large Greater Sydney hotels struggling to survive. The package offered a one-off grant to effected tourism or hospitality businesses up to a

by residents who were unable to travel due to restrictions.

While we welcome any support for small business and those in the regions who missed out on July school holiday bookings, it was disappointing city properties which have borne the brunt of the economic hardship were left out.

Eligible hotels applied for funding of up to $225 per night to a maximum of $1,125 per bookable accommodation offering if they received booking cancellations from residents who were subject to Stay at Home restrictions and border closures. This program worked far better than one-off payment schemes later used in Victoria, NSW and in many other states, because the program took into account the actual amount of lost revenue.

There are 45,000 hotel rooms in Greater Sydney and all our hotels reported losses of all forward bookings to August. Sydney hotels were looking at about 50 percent occupancy into the holiday period and now many are operating at less than 2 percent. These hotels have been suffering for 15 months and need support for the cancellations they have received so they can continue to pay staff and on-going costs. A good example of effective accommodation hotel support was the package the Victorian government announced after the long June/July lockdown in 2020. The $40m Regional Tourism Accommodation Support Program allowed accommodation providers across regional and rural council areas to apply for a grant payment to cover cancelled bookings made

These cancellations are income lost. They will never return. We continue to talk with the NSW government (and thank it for its continued support), the federal government and each state and territory about tailored support and about how we can best work together to move forward. In the midst of a crisis it’s hard to look ahead but we need to resist the temptation to turn inwards, despite the setbacks. We need to keep our eyes on the future, to plan for recovery and ensure that once we are free to trade we make the most of it. Your team at TAA will be here to help you do exactly that.

It’s impossible to write about these events as they are happening, and by the time this goes to print the situation will no doubt have changed yet again. But at the moment

Michael Johnson

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AccomNews - Winter 2021

INDUSTRY

In what could be described as a bold leap of faith by the team at Caravan Industry Association of Australia and supported by the Caravan Industry National Board, the caravan and camping industry was able to be reunited after almost two years. The optimism about the future of the sector was clear by the attendance of almost 800 industry delegates at the recent Caravan Industry National Conference in early May. This was the largest event of this type in the Gold Coast region to take place following the pandemic, and a huge thanks goes out to Destination Gold Coast for their support through grant funding and to RACV Royal Pines for their incredible perseverance and nerve hosting an event this size.

to come together after such a long period of time. Delegates, exhibitors, and sponsors all enjoying the chance to do business in person again.

Madeleine Sawyer Tourism Executive, Caravan Industry Association of Australia

With a little “outside” thinking, it was possible to comfortably host the event while also adhering to COVID safety restrictions on venue capacity. The tennis courts were transformed into an outdoor plenary, and even hosted the Gala Dinner for industry awards, fitting when celebrating an industry that is centred around an outdoor lifestyle. There was an incredible appetite

Delegates especially enjoyed the opportunity to reconnect face to face, describing it to be "a terrific amount of planning, preparation, coordination and organisation goes into this event, and it really does show. An excellent effort by all concerned. Well done!" With over 90 exhibitors there to share their products and services with the caravan and camping sector, it was a great way to get new ideas on how to improve efficiencies, advance innovation and be inspired to grow your business. Sponsors also got great value out of being at the biggest educational event for our industry in two years. One sponsor explained that "we have been attending the National Conference for a number of

years now and this year stepped up our level of sponsorship to support the industry as a whole and the showcase our products. Well done to the team on your 2021 conference, especially in trying conditions and we look forward to 2022."

CIAA VOICE

Caravan industry reunites

Association CEO Stuart Lamont explained: "We are delighted that the event offered industry a chance to come together and reconnect once again after such a turbulent year. Yet again we were in awe of the hard work, dedication and passion that makes our industry so incredible". Without a doubt, the caravan and camping industry has gained momentum following the pandemic. It is an exciting time to be part of an industry that offers such fulfilling and memorable visitor experiences throughout the country and there are many exciting industry developments to keep an eye out for on the horizon.

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INDUSTRY

AccomNews - Winter 2021

AA VOICE

A light at the end of the tunnel The international travel ban has significantly impacted metropolitan hotels particularly those in the international hubs of Sydney and Melbourne. Sydney hotels are currently at sub 2 percent occupancy and facing at least 50 percent cancellation rates all the way through to August, as a result of the most recent state and territory border closures and restrictions. The ongoing domino effect of domestic border closures and lockdowns ricochets across our sector each and every time. It is often unexpected and almost always hard-hitting in terms of cancellations and dented consumer and corporate confidence in booking too far ahead.

Dean Long CEO, Accommodation Australia

of living with COVID in all its strains for the very near future. The Accommodation Association along with the Australian Chamber of Commerce and Industry and several other peak bodies have been calling for National Cabinet to release its roadmap to recovery and we welcome the common-sense approach outlined in the four-stage plan. We look forward to continuing to work with government at all levels as we work towards establishing key milestones in learning to live safely with COVID within a more normal framework. Our sector more than most has

Hotel quarantine has been critically important to allow thousands of Australians to return home. Our members, look forward to working with the government to ensure all Australians that wish to return home can. We have and we will continue to press the case with government at all levels, of the massive contribution that our teams and people have made in allowing returning Australians, front-line medical personnel required to isolate and those most vulnerable in our society to find safety in these challenging times. Put simply, without the contribution of each and every individual contributing to the hotel isolation and

quarantine program, Australia would be in a very different place in terms of our response to this invidious disease. We welcome the enhanced vaccination rollout and we support any measure to incentivise Australians to get vaccinated, so that we can all get back to living and traveling sooner rather than later. There is no doubt we have been pushed to our absolute limits as a result of COVID but together as a sector we have and will continued to do what’s right and in doing so, we have played a major role in helping Australia meet the COVID challenge. We need more Australians vaccinated to move towards normal and we continue to join with other peak industry bodies to make sure that our progression to a more normal way of living and traveling happens as soon as is possible. To each and every one of our members from our board directors through to our member properties, thank you for your support in making sure that Australia’s accommodation sector and our people are ready for this challenge.

©beerphotographer - stock.adobe.com

So, it’s been very welcome news to start this financial year with a lot more visibility of National Cabinet’s framework to lead us forward to a more “normal” existence including the reality

been heavily hit as a result of the international travel ban and the ongoing domestic border closures and restrictions. Our people and our properties, especially those hotels and accommodation providers in Sydney and Melbourne, have been under immense pressure and commitment in principle to moving forward with this strategy. It means we can all breathe a little easier because an end is now in sight.

AccomNews - Winter 2021

INDUSTRY

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ATEC VOICE

What about the reopening of international borders? As Australia’s export tourism industry heads into its second year of border closures, with no end in sight, grassroots tourism businesses are looking for leadership and clarity on what will be the necessary parameters of international border re-openings. While tourism businesses recognise the importance of ensuring the Australian community remains safe, the industry needs a credible framework by which they can make decisions and plans for the future of their businesses. While the Australian economy is showing signs of recovery, the recovery for the tourism industry has been completely dependent on Australian’s being stuck at home. But this demand, borne of isolation, will not hold once international borders reopen. As one of the most travelled populations on the planet, Australian’s will once again take to the air and seek summers in Europe and winters in Canada, the beaches of Indonesia and the restaurants of Italy. What that leaves Australian tourism businesses is a dramatic cliff and we are asking the government to support our soft landing, one that is underpinned by a reconnection to our long-term success of international visitation.

The bottom line is we are fast approaching a time where we must learn to live with COVID in our community… Peter Shelley Managing Director, Australian Tourism Export Council

they are facing now and into the future. Over 300 representatives provided us with some raw and truthful feedback on how tourism businesses are faring and there were clear patterns in the issues of concern including: •

•

International border closures, how and when we will reopen, managing COVID and future international visitors, vaccination rates and which countries Support for tourism businesses who can and can't switch to domestic, new product development, loans, retaining large tourism assets, mental health and well-being Workforce issues including labour and skills, loss of industry talent, retention

of staff and regional staff shortages •

Trade challenges including distribution, trade relationships and new domestic and international trading landscape, loss of product and secure payments

•

Confidence in travel for both consumer and trade

In representing the industry’s needs to the government, ATEC is advocating for a reopening framework via the hash tag #whereistheplan. We have also presented our findings from the Restart Roundtables to the ‘Reimagining the Visitor Economy’ consultation process, with recommendations on what we see as being the priorities for getting our industry back on track.

A few months ago, ATEC took to the road to visit members across the country, hosting a series of “Industry Restart Roundtables’ as an important information gathering process to find out what challenges

AccomNews - Winter 2021

With border closures costing the Australian economy around $36 million a day, we can't afford to keep them closed indefinitely and the day will soon come when we will once again greet international visitors. We must be prepared.

©gmstockstudio - stock.adobe.com

To ensure we have an international market to reconnect with, we need support for those businesses which have been unable to operate since the borders were closed and a set of national principals that will guide the future reopening of our borders.

The bottom line is we are fast approaching a time where we must learn to live with COVID in our community, especially once we achieve the vaccination targets which deliver herd immunity. Our country has benefited greatly from the economic value that inbound travellers bring, from the working holiday makers who provide a valuable seasonal workforce to the $46 billion international visitors have previously spent here each year.

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How privacy protection is changing email marketing By Nicola Graham, Cendyn

Privacy is the issue on most people’s minds these days when it comes to technology, and companies are responding by giving users more control over their data. While consumers see these recent changes as beneficial, marketers are more than a little concerned. That is because these changes are on course to alter the foundation upon which virtually all digital marketing is based. While there is a future for email marketing, hoteliers need to be aware of what is happening so that they can adjust their strategies accordingly. In fact, hotels that prepare properly can get ahead of the

competition and use this as a way to get back to the core of hospitality, creating meaningful relationships with their guests.

What’s happening Apple is leading the charge on giving users more control over how their data is shared. The company’s upcoming iOS 15, iPadOS 15, and macOS Monterey updates include a Mail Privacy Protection feature, which will mask the user’s IP address and prevent marketers from knowing if and when their emails were opened. Apple is also planning to introduce a Hide My Email feature, which enables users to create proxy email addresses instead of sharing their primary address. These proxy addresses forward messages to the main inbox and can be fully controlled by the user. The effect is similar to Gmail’s Promotions tab,

BUSINESS

which collects emails that are identified as marketing messages by the algorithm. These changes are reflective of the stance being taken by all the tech giants, including Facebook, Google, and Microsoft, to protect the privacy of their users. Apple recently gave users the choice to block its Identifier for Advertisers (IDFA), which allows advertisers to target and track users across iOS devices. Safari and Firefox, two of the world’s most popular web browsers, already block third-party cookies, and Google has plans to do the same.

Why it’s important These updates are so significant because digital marketing is largely based on user behaviour. Until now, email marketing made use of invisible pixels

and other discreet methods to gather information from recipients, allowing marketers to personalise their messaging and monitor precisely how users interacted with their emails. Not only will companies have less information about their potential customers, such as device, location, and demographic, but they also won’t see if and when their emails are opened. These changes will drastically change how marketers track and measure their success. Instead of focusing on how many emails were opened, marketers will now need to prioritise clickthrough rate, the percentage of users who click the link(s) within the email. In order to do this, they’ll need to move away from a “batch and blast” strategy, and instead make sure that the content of each email is effective enough to earn a click.

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AccomNews - Winter 2021

MANAGEMENT

What’s next While consumers demand more control over their data, they have also become more accustomed to personalised experiences online, creating a challenge for digital marketers. Marketers must now find new ways to learn about their potential customers and provide them with engaging, custom content. Instead of doing this behind the scenes, companies will need to rely on information they receive directly (and willingly) from users, in other words, first-party data. First-party data is information given knowingly by users. Polls, sweepstakes, newsletter sign-ups, and interactive social posts are all examples of how hoteliers can gather incredibly useful data directly from users. With third-party data and many traditional email metrics gone for good, this first-party data is going to be vital to the success of marketing efforts. In order to maximise the amount of data they collect; hoteliers need to focus on two key factors: trust and value. Users are more likely share their information with brands if they

trust that the data will not be shared with other companies. They also will only share their information if they stand to gain something in return. In addition to using this data to provide guests with relevant content, hotels can offer value adds such as coupons, vouchers, and discounts to incentivise users to interact online. In addition to collecting data, hoteliers need to step up their reporting. They will need to look more broadly at their marketing metrics and not just rely on email data (specifically open rate). There is a lot more to engagement than email opens, and if hoteliers can get more granular with reporting on clicks, UTM parameters, and other channels of engagement, they’ll ultimately get a bigger picture on how guests are engaging with their brand.

Tools for hoteliers Hotels will now be completely reliant on the data that they can gather themselves, meaning the technology they use to

manage and make sense of this data will be paramount. How well a hotel can manage its data will determine how successful its marketing, and ultimately the hotel itself, will be. Managing data begins with a good CDP (Customer Data Platform), such as Cendyn’s Starling solution. As data streams into a hotelier’s website, through the booking engine, newsletter sign-up, online surveys, etc. Starling consolidates, cleanses, and enriches the data, providing a central source of truth. Not only can the hotel use that high-quality data to fuel guest communications, services, and personalised marketing, but they will have a detailed account of where that data came from, ensuring the ability to meet global privacy regulations. Once a hotel has high-quality data, it still needs to put it to good use. That’s where a CRM (Customer Relationship Management) platform comes in, like Cendyn’s eInsight CRM. The platform takes all the data gathered by the hotel and uses it to create 360-degree profiles of

MANAGEMENT

past, present, and future guests. This allows hotels to evaluate guests’ RFM value (Recency, Frequency, Monetary), segment audiences for marketing campaigns, and target guests with personalised messaging.

Conclusion Email marketing will continue to be an incredibly effective way for hotels to generate business, but the learning curve will be steep. As privacy and control over data become the norm, first-party data is moving to the forefront. Hoteliers that can properly adapt their systems and strategies will be successful, while those that don’t will see a sharp decline in the effectiveness of their marketing efforts. By maximising the amount of first-party data collected, and managing it properly, hotels can guarantee their success. If anything, this shift just makes hoteliers focus on the same principle that has always been at the core of hospitality, building trust and quality relationships with guests.

AccomNews - Winter 2021

Designs on success for Dennis Clark from Hotel Interiors By Grantlee Kieza, Industry Reporter

ago, so I am probably one of the longest standing members there.

Dennis Clark started his stylish business from a small shop on the Gold Coast 36 years ago and has seen it become a giant in the industry. He spoke to Grantlee Kieza…

How did you come to branch out on your own?

You’ve become a TV star? Dennis: (Laughs) We’ve got a nice house on the Gold Coast and Channel 9 News came down to do a report on the sale of it. I was down at the horse sales in Sydney when I got a call from the producer of the Today Show saying they wanted to do an interview with me and my wife Shazzy (Sharon) about it. The next thing we’re talking to Karl Stefanovic live on morning TV with about 3 million people watching.

I saw the house and you’ve got a pretty good car collection inside? Yes. We have a Bentley convertible. I bought Shazzy, who is also a director in the business a new McLaren for her 50th birthday, and we have a Jaguar and Porsche. Every boy has got to have a Harley, too.

The business must be going well then? It’s been going great, especially over the last 10 years. Most of our work - about 80 percent of it is now repeat business recommendations from work that we've done in the past. At any one stage we're doing interior design work for between 10 and 20 hotels. At present we're working for Accor, Hyatt, Continental and Ramada.

How did it all start?

Dennis and Sharon (Shazzy) Clark

AccomNews - Winter 2021

I’m getting close to 60 now and I started studying interior design in Sydney 38 years ago. Then I went to work for Grace Brothers at Chatswood in their design and furniture division. I was accepted as a member of the Design Institute of Australia 25 years PROFILES

I moved to the Gold Coast 36 years ago and I opened up a small designer showroom on Bundall Road selling a range of coffee tables, lounges, lamp tables ... People were moving up from Sydney and Melbourne and buying units on the Coast and I thought there was a real market in putting together a whole furniture package. So, I would put together an inventory and when someone came in from Melbourne or Sydney I told them we could supply everything including artwork, window dressings, everything for the kitchen, dining and electrical.

Did you always have an interest in design? Is there a family background? I've always been pretty arty but 50 odd years ago when I was a school kid at Lindisfarne in Hobart there wasn’t a lot of focus on interior design as a career. My father was the headmaster there and my mother a teacher. I got double homework (laughs). It wasn't until I was in my early 20s and living in Sydney that I was able to study interior design properly.

So how did your business grow? I started selling these complete packages from the shop and I had a developer come through who was doing six units. I thought “this is great” and I finished six complete units for him. Then, a year later a guy came into my showroom and he was the purchasing director for the Conrad Casino (now called The Star Gold Coast). He bought a little leather lounge suite and a few other bits and pieces, and I started showing him some of the designs that we'd done. About three months later I had a contract to design and furnish 600 rooms for him.

We’d only been in business for a year or so and we got the contract to design for the biggest hotel in Australia at that time.

That’s exciting? It really kick-started our design business. After that I got out of retail but what we do now it's like a one-stop shop. It can be a huge headache for a developer having to go out to buy a bed head, then Manchester, upholstery, lounge chairs, coffee tables or lamp tables or dining tables or wardrobes and all the joinery, having to chase TV units, kettles, toasters, artwork and window dressing, plus everything else. With kitchen items and cutlery, it runs into thousands of items. Instead of a developer going out and dealing with 15 or 20 different suppliers they’ll come to me and we’ll design everything, have it made to order, delivered to the site and then installed. Instead of it being a massive headache for a developer I give them a Panadol and do the job for them.

You must have worked on a lot of properties? Over the years we've probably done maybe 450 hotels in 10 countries, and we would have supplied millions of items in FF&E (furniture, fixtures, and equipment). At the moment we’ve got projects in Melbourne, Tasmania, Port Macquarie, Coffs Harbour, Sydney, Gladstone, Townsville, Adelaide, Tahiti, Christchurch, Wellington and Florida. We’ve done work everywhere from Brisbane to Hobart, Darwin, Port Headland; we've done a lot of work in New Zealand from Auckland across to Queenstown, Rotorua, and we've gone to the Solomon Islands, Fiji, Vanuatu, PNG, Indonesia, Samoa and Japan.

You’re great mates with John ‘Foxy’ Robinson, the hotel entrepreneur? I’ve been buying furniture for Foxy for 20 years since I met him while working on a property in Darwin, and my company has literally supplied thousands of beds for him since then. He’s a great guy who has become one of my best mates. He is certainly a mover and shaker but comes from a humble background as a meat worker. I recently worked on the Rydges Gold Coast Airport for him. Now Foxy is doing a development at Dreamworld on the Gold Coast, and he's looking to do 300 rooms and 50 or so cabins as well.

How has hotel design changed over the years? On the Gold Coast everything was cane furniture once, then it moved into white-washed cane furniture. Then there were the big hibiscus prints on the lounge, on the armchairs, on the bar stools and then the same print coordinating on the curtains and the tiebacks and the pelmets. And you look back and you think how the hell did we do this? Then the more modern minimalistic contemporary look crept in. That probably came to Queensland about 15 years ago.

Zen Property, Urbico, Sydney, NSW

The secret is that even if you do modern furniture in a coastal hotel it's about having the influence of colours so you introduce coastal themes in the throw cushions in the rugs, bed-runners so even though some of the furniture might be the same as you would see in a CBD hotel in Sydney, because of the different colours and the accessories, it becomes a completely different look. Foxy Robinson never compromises on bedding. He told me 20 years ago that if someone wants to save money on their design package don't do it on the beds.

Abode Kingston, ACT

What about the future of design? I think people nowadays when they stay in a hotel room they want what they've got at home if not better. Some of the designs we're doing now are retro designs that were popular 40 or 50 years ago. It's a bit like clothing – it comes in and out of fashion. Miniskirts and bell bottoms came back. When I was a kid I grew up with the colours orange and lime green and they came back. I'm sure mission brown will come back in again, too. The secret is trying to forecast what's going to be popular in five or 10 years. If a hotel or resort uses what’s fashionable now it will be dated in a few years. We've learned a lot about space management, too, and we don’t overcrowd rooms.

Mantra Traralgon, VIC

So, what do you do when you're not working? We've got boats and jet skis. My wife and I have a holiday place on South Stradbroke Island and we go there most weekends. I get out on a motorbike when I can and we do a lot of entertaining at home. I've got some racehorses with Foxy, too, and I really love the sport. PROFILES

Rydges Gold Coast Hotel, QLD

AccomNews - Winter 2021

ICC Sydney Exhibition Centre

NoVacancy

returns to record results

Australia’s largest and most recognised tradeshow and conference for the hotel and accommodation sector, NoVacancy returned to Sydney in June to record results. Accom News was onsite to capture the experience. Following its postponement in 2020 organiser, National Media revealed that this year’s event achieved record attendance. In fact, it was so successful it also set a record for exhibitors rebooking into the 2022 show. On June 1 and June 2, more than 5,200 industry professionals came together in person for the largest, most attended event of the year, but not without a big challenge when Victoria went into lockdown just a few days prior to the event. The final attendance

AccomNews - Winter 2021

represented a 5 percent growth on the previous event. This is a sure sign of the strong pent-up demand to get together faceto-face for our industry, even without a Victorian contingent.

projects. Suppliers showcasing in that section have reported significant project wins already. This is a great sign that owners are investing in their properties after a tumultuous 15 months.

Event director, Brad Langton commented: “With all of Victoria locked down five days prior to the event, the team had to think on their feet. We revised speakers and helped many Victorian exhibitors get safely into NSW prior to lockdown announcements, but unfortunately we missed seeing the large number of Victorian attendees who had registered.”

The world-renowned hotel design firm CHADA created the stunning ‘Gin Lounge’. They integrated Earp Distillery and their botanical brand design into a very popular relaxation space with DJs playing mood music and all! It was not your typical tradeshow experience.

New in 2021 was the introduction of Hospitality Design Fair: an entire hall dedicated to interiors and furniture for hotel and accommodation professionals. The buzz was astounding, with owners and managers getting face to face time with the people and products who can help with their refurbishment and refreshment

The many wonderful conversations taking place on the exhibition floor across the two days were very refreshing. Many suppliers we spoke to had their business suffer due to the reduced occupancy levels of the struggling sector over the last year and a half. Now the tide seems to be turning for many and re-sparking those connections en masse for the first time was positively reflected in their commentary.

PROFILES

The free conference program also went to new levels this year, with more than 110 speakers across seven different focus areas, allowing those in attendance to pick and choose the sessions relevant to them. Energy efficiency and sustainability, as well as the hotel technology summit were standing room only for much of the day. Mr Langton said: “We measure the success of the show in two ways; our NPS and visitors survey feedback, and by how many of our suppliers rebook their exhibition space. I can say that both results have blown us out of the water, with more than half of the show floor plan already booked out for next year.” NoVacancy and Hospitality Design Fair return to the ICC Sydney Exhibition Centre on 7-8 September 2022.

ICC Sydney Exhibition Centre

Attracting wellness travellers The growth in wellness tourism provides a unique opportunity for the hospitality industry. Life Fitness offers the expertise to help you curate a unique wellness experience that goes beyond your fitness amenities and into all areas of your property. Enhancing your guests’ experience can be as simple as offering the right highly trusted and familiar fitness products and brands. With workout routines now an entrenched part of the daily lifestyle for many travellers – particularly in the wake of COVID and the newfound appreciation for optimum health and wellness – it’s in your best interests to be able to offer opportunities to continue their regimes with the products and brands they already know and trust. The Integrity Series Treadmill, for example, is the evolution of the trusted Life Fitness workhorse.

on connected cardio with the Discover SE3 HD consoles. Always the innovator, Life Fitness is the first fitness equipment manufacturer to create digital programming for an entire line of commercial cardio equipment.

With multiple console choices on offer, you can craft an engaging cardio experience which includes easy access to fitness and entertainment apps (e.g., Netflix, Foxtel, Spotify, YouTube); allows for intuitive get-on-and-go functionality; seamless connectivity to Apple and Samsung watches; virtual courses; and with a running surface that reduces stress on the joints, making it ideal for both walkers and runners alike. Wireless internet connection allows you to monitor valuable asset data, while the inviting

modern design ensures aesthetic appeal to all range of exercisers. Another key offering that will set you apart, is immersive exercise experiences. Life Fitness On Demand™, for example, is an innovative and growing library of motivational digital coaching from top trainers. Offering coaching and personal training that helps your guests stay motivated and remain committed to maintaining their workout regimen during their travels, Life Fitness On Demand is available exclusively

The world has been forever changed as a result of COVID-19 so now, more than ever, you need every possible competitive edge to differentiate yourself from the competition. The savviest of operators understand, that as people return to their beloved travel, their expectations of what is safe and supportive of their health, fitness and wellness, have all changed too. It’s up to you, therefore, to embrace the change so that more and more wellness travellers are hitting the BOOK NOW button in your favour. For more information please contact: Life Fitness on 1800 689 622 or visit www.lifeﬁtness.com.au

Cardio Features:

Trusted Partner to the Hospitality Industry

PROFILES

AccomNews - Winter 2021

Everything your guests want, all in one place Business iQ is Foxtel’s most advanced entertainment and technology system, and provides your guests with more content choices than ever before. They can choose to watch live television from a selection of Foxtel’s 90+ channels of live sport, entertainment, movies and documentaries. Or they can choose to watch over 20,000 hours of On Demand movies and TV shows. Or should they wish to watch their own streaming apps, they can cast them using the Business iQ’s in-built casting solution. Usage data from over 5,000 rooms already using the Business

iQ, shows that guests spend an average of 2.5 hours per day watching television in their hotel room. The data also shows that 85% of this consumption is of Live/Broadcast TV, predominantly sport, news, movies and exclusive drama. The remainder of the time is spent accessing the free On Demand content (10%) and Casting from their own devices (5%). Clearly, guests appreciate having the flexibility to choose how they consume content.

Customisable technology Not only does the Business iQ give your guests access to a range of entertainment options, but its leading-edge technology allows you to customise the platform to

promote your hotel better. The digital compendium enables you to promote your onsite services, restaurants and bars as well as your loyalty program while the guest messaging feature allows you to directly message individuals or groups of guests. You’ll also be able to add in your own content such as welcome videos or external content channels. All of this is fully managed via an easyto-use online portal, complete with remote monitoring and troubleshooting capabilities.

Future-proof solution The truly unique benefit of the Business iQ is that it is constantly evolving, whether that’s the content available on the platform

or the technology and features that are remotely updated. Foxtel refresh their content each month with approximately 6,000 new TV programmes and movies. Since launching the product 18 months ago, Foxtel are already on their fourth major update of some of the technology and features and have some exciting new developments in the pipeline. With the Business iQ, Foxtel are able to evolve the product based on technology trends as well as changes in media consumption and user behaviour, providing a truly futureproof solution for hoteliers. Give your guests everything they want, all in one place. Call Foxtel Business, 1300 760 347 or visit foxtel.com.au/biq

Hear what these industry-recognised Hoteliers have to say about the Business iQ: “The Business iQ took guest entertainment to another level… It’s a one stop shop. The compendium, on-demand movies, guest information and the TV channels are all together, and our guests can use the casting as well if they want.”

“We were looking for a premium product, and Business iQ was a natural extension of our intuitive in-room technology, oﬀering our guests more choices and a seamless user experience.” Bodelle Francis, General Manager, Oval Hotel Adelaide

Vincent Bellerose, Franchisee,Quest Portland

“The Foxtel Business iQ package stood out as a very user-friendly system with literally anyone being able to pick up the remote and navigate their way through channel selection, on demand and hotel compendium.”

“From the technically advanced to guests who turn up with none of their own technology, we now have an entertainment system that caters to everyone.” Peter Tudehope, General Manager, Radisson Blu Plaza Hotel Sydney

AccomNews - Winter 2021

Bruce McAleer, General Manager, The R Hotel Geelong PROFILES

The world’s best guest engagement platform:

✓ Stream over 1,000 movies On Demand†

✓ Stream over 4,000

TV episodes On Demand

✓ 90+ channelsˆ ✓ Over 50 different sports live and on demand

✓ Users can cast their own content

✓ Ultra High Definition*

✓ PMS integration ✓ Cloud based platform with #

✓ ✓ ✓ ✓ ✓ ✓

future proof technology

User Interface customisation Digital compendium# Add in your own content Digital signage Guest messaging# Australia-wide support

†Movies included when you take the Movie Vault add-on pack. ˆ90+ channels are included when you take the Content Warehouse and Movie Vault add-on pack. *Requires Ultra High Definition compatible TVs. #Included when you take the Enterprise technology pack. Some channels not available in public viewing areas. This product is available to Foxtel Business Accommodation subscribers only and based on a purchase of 100% of screens within the property. Requires internet and compatible device. Foxtel marks used under licence by Foxtel Management Pty Ltd. BUS0532

Call 1300 760 347 Visit foxtel.com.au/biq

WHAT’S HOT

AccomNews - Winter 2021

Margaret Fernandes continues grand career at Hilton By Grantlee Kieza, Industry Reporter

With almost forty years in the hotel industry, Margaret Fernandes, the Executive Housekeeper of the exquisite new Hilton in Melbourne, tells Grantlee Kieza about her career… It must be a joy working at the new Melbourne Hilton which has opened in a grand old building on Little Queen Street? I feel very privileged to work at Hilton Melbourne Little Queen Street. To be responsible for the upkeep of a beautifully restored heritage in the heart of the city is a real pleasure, and it is a very special place to stay. The hotel interiors combine an old-world classic feel with a modern look and being a newly restored building, the designers and architects have considered everything down to the smallest detail including top-notch amenities and facilities. The owners wanted to make sure every care was taken in restoring the building and nothing was overlooked. This is carried through into every part of the hotel and there was a lot of preparation put into training the housekeeping team. We are really proud of what we’ve achieved, and our team is committed to doing an amazing job every day. You’ve had a very interesting career? Yes. Straight out of high school in Mumbai, which was called Bombay then, I studied hotel management

AccomNews - Winter 2021

and kicked off my career at the 600+ Searock Sheraton, among the most modern properties at the time. I started off as a trainee housekeeping supervisor and I worked there for about six years. I was placed in charge of the hotel refurbishment which was my first exposure to setting up hotels. Before migrating to Australia in 1988, I got married to my husband, who was also in hotels, as a chef at the Oberoi Towers. Was it always a dream to come to Australia? We migrated here with a desire to start our new family in a new country where we could access greater opportunities in work and family life. We have two boys who are now 31 and 26 and we are very glad we came here. You started in housekeeping straight away in Australia with a role at the Pullman in Albert Park, Melbourne? I've always been passionate in this department. Housekeeping is a real challenge, and every day is different. I love the interacting with people and achieving results as a team. I learned the skills needed to manage and develop other people who are starting their careers in this industry. You've certainly worked at some lovely hotels such as the Stamford Plaza, the Radisson at Flagstaff Gardens, the Grand, and the Sebel on St Kilda Road? Most of my supervisory experience was at the Stamford Plaza and I made my breakthrough as executive housekeeper at the Grand Hotel on Spencer Street.

Margaret Fernandes

HOUSEKEEPING

Normally we would make one overseas trip every year but we have been travelling within Australia when we can instead. I also love gardening. It gives me the chance to settle from the busyness of work and wander away from everything. On a

daily basis I love cooking and bringing my family together with food. As my husband works with food all the time, he doesn't like cooking that much at home. I'm glad to step in. I'm very good at traditional Indian cooking – at least that’s what my family says - so I am very glad they like it.

SleepMaker worked alongside Hilton Hotels and Resorts to design and manufacture the exclusive Hilton Suite Dreams II mattress for this prestigious global hotel brand. Margaret with her team from the Melbourne Hilton

I did the opening of that hotel which was converted from the old railways’ administration building to an opulent hotel and apartments. During my twenty years at the Radisson on Flagstaff Gardens, I have developed and mentored many colleagues, and I was sent to Tahiti to open of one of their new resorts, so I have had lots of interesting opportunities during my career. Housekeeping is such an important role because it's the first thing hotel guests notice. That's right. Everybody wants a clean, comfortable stay in a hotel. That is what they're looking for. It’s important that the industry recognises the value of the housekeeping department and the hard work that the teams put in. How does your day pan out at work? I always like to start early because it sets up the flow of the day. Even though occupancies are low at the moment due to COVID, I’m still at the hotel by 7am as it gives me the chance to go through all the public areas before we have our team briefings. We don’t have a big team at the moment however, the fast-paced nature of the housekeeping operation means the day goes by quickly.

sure everything is not just clean but disinfected and making sure the experience is the very best it can be. At the Hilton, we have our CleanStay program which is focussed on delivering an even cleaner and safer stay than ever before across all areas of the hotel from the restaurant and bar to the individual rooms. It is really detailed and gives guests the assurance that they’re staying somewhere that has the highest standards of cleanliness and disinfection. We work in partnership with Dettol who provide our cleaning products. After the room attendants clean a room, my supervisor and I go through it again making sure all the ten touch points are disinfected again. We seal the doors to give guests the assurance that once it’s sealed the next person to enter the room will be them.

The Hilton Suite Dreams II mattress is the perfect example of exceeding guest expectations, with a great sleep experience. The Serta hotel mattress features an advanced and exclusive Serta innerspring support system designed to promote proper body alignment and support.

Furthermore, each model features some of SleepMaker’s most advanced comfort features to create a comfortable sleeping surface while helping to reduce tossing and turning that can disrupt a peaceful sleep.

Your guests deserve a great night’s sleep

Staff numbers are down because occupancy rates are lower than normal. How many people are working on your team now? We currently have 14 team members. The public areas in this property are quite extensive, once we reach a higher occupancy of our 244 rooms we would require as many as 40 people to service the rooms and look after the property.

COVID must have made your job tougher?

What do you do away from work to relax?

There are certainly a few extra challenges in making sure all the areas are sanitised; making

My husband and I love to travel but like everyone else we haven't been able to during COVID.

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

HOUSEKEEPING

AccomNews - Winter 2021

How hotels can clean up financially with outsourcing By Grantlee Kieza, Industry Reporter

department is operated by AHS according to pre-determined structure and pricing.

The slightest speck of dirt, hint of mildew or single piece of online criticism can cost accommodation providers big dollars.

The company provides each property with all the labour, equipment, technology, chemicals, consumables, and uniforms. All team training, safety, human resources, and recruitment services are covered.

A bad review can do irreparable damage to a hotel's reputation and kick it right in the bottom line.

AHS also provides housekeepers when a property may have staff shortages during visitor peaks. It says that post COVID-19 “with the challenges of rate and occupancy greater than ever” it has a full suite of servicing options to ensure guests feel safe including pathogen services (if a guest tests positive to COVID-19), deep clean services for hotel rooms and apartments, electrostatic disinfecting and enhanced bed hygiene.”

The pandemic has shown the industry that, more than ever, a quality, reliable cleaning service is like gold for accommodation properties. Whether cleaning staff members are full-time employees or contractors, they are representatives of the hotel, and they have a direct impact on customer satisfaction. Many accommodation providers have decided to outsource their cleaning duties, finding that the decision has significant financial benefits. Advantages for outsourcing the cleaning work can involve significant cost savings because hotels can scale expenditure as required. Labour expenses can be reduced as fewer staff members are needed in the off season, and the hotel does not need to pay the wages of extra employees. They can also taper the expenditure more closely to their budget as there are fewer overhead costs for equipment and products. Contractors can also provide specialised services on demand, giving properties access to a broader range of specialty cleaning services, such as deep cleaning to remove viruses, especially important during these times. Some properties have also found that outsourcing housekeeping duties can give them a competitive edge because, without a large cleaning staff to oversee, management can

AccomNews - Winter 2021

Photo by Ashwini Chaudhary on Unsplash

focus more of their time and effort on growing their business. Any hotel manager looking to outsource housekeeping work, though, must weighup the advantages against potential downsides. It is important for managers to choose a reliable workforce provider which can quickly accommodate needs as they change. Without a flexible outsourcing partner, handing over housekeeping duties to an external source can mean that management has less control of the staff and that can make it more difficult to implement new policies and methods. There is also the danger that at peak times of the year, hotel managers may have to compete with other properties for cleaning staff as outsourcing providers serve many businesses. Many of Australia’s leading

executive housekeepers such as Rochak Karki, from Sydney’s InterContinental Hotel, and Jane Day from the Gold Coast’s Palazzo Versace, have worked at AHS Hospitality, which is one of Australia and New Zealand's leading outsourced housekeeping partners. AHS has been in business since 1993 and has partnerships across all major hotel brands. It promises fully trained teams with guests' comfort and hotel standards front of mind, as well as providing turn-down services, mini bar maintenance, amenities management and linen and laundry services. A mobile app allows its hotel partners to inspect each room. AHS also offers multiple servicing models to suit the needs of each property, with a “housekeeping-full model” its most comprehensive servicing solution option in which the entire housekeeping

HOUSEKEEPING

According to prnewswire.com, almost half (49 percent) of holidaymakers read online reviews of hotels before making a booking decision. They want to know the level of cleanliness a hotel can provide before they spend any money, and the COVID-19 pandemic has made hotel customers even warier. When a single bad review can significantly damage a hotel's reputation, room cleanliness, maintenance and presentation are more important than ever. When choosing a cleaning contractor, accommodation providers need to make sure that there is open and regular communication with the company so that policies, procedures, and any problems are clear and acted upon quickly. The accommodation provider has the right to insist the outsource housekeeping staff uses products that are agreed upon in the contract. Management should also ensure that their service provider delivers all of its agreements and promises, and especially refrains from cutting corners during busy holiday seasons when there is a greater demand for its staff.

Q&A with Justin Jones at AHS Hospitality Q. When should owners consider outsourcing the property’s cleaning? A. Owners should always look at their contracting options annually. We advise up to three months prior to the commencement of internal budgeting processes so that overall costs of housekeeping and associated expenses can be reviewed. And when we say review, we mean deep dive across all facets of the housekeeping cost lines. It is also important to have a clear and consistent approach to outsourcing to ensure the quoting process comes across clearly for all parties. Q. How can the decision to outsource cleaning improve operational costs? A. When undertaking your deep dive of overall operational costs that can be impacted, it is not only the service to the rooms that you need to consider, but

general managers should be ensuring their focus is on quality and compliance. Finding an outsourcing partner that prioritises quality products and services for the guests, and compliant work behaviours for their team members.

Justin Jones

the contributions associated to insurances, recruitments costs, Human Resource expenses, and material costs, for instance: job ads, chemicals, and equipment. Q. What should owners expect in terms of service & quality from a reliable contract cleaner? A. Owners, operators, and

Another important element is ensuring your values align and your needs are understood to create the solid foundations for a cohesive working environment. Our focus is always on our team, and this can be shown with the ahs hospitality app that communicates quality scores, compliance updates, training, and workflow practises. Q. How does outsourcing reduce a property’s level of risk? A. When evaluating a potential outsourcing partner, it is crucial to consider the element of ‘risk’. Each company will approach the safety and security of their client and team members differently.

For example, at ahs hospitality we made this a priority by introducing our ‘ahs Guarantee’, a guarantee of compliance associated with our team members and services. Q. What is the process for transitioning to contract cleaning? A. The transition process is unique for every site and contractor. At ahs hospitality, the first step is simple, reach out to the customer engagement and sales team, Justin or Laurie. They will walk you through a simple form to outline your needs and ensure a site inspection is completed. Following this a bespoke transition plan is tailored to the needs of the hotel. ahs hospitality is there to support our hotel partners from the process of quoting through to transition to make it as seamless as possible.

Housekeeping done differently.

Tel: 1800 026 036 www.ahshospitality.com.au

HOUSEKEEPING

AccomNews - Winter 2021

Luxury & joy all in a Day’s work

By Grantlee Kieza, Industry Reporter

sanitise everything that guests might touch from a remote, to door handles, to light switches, bedheads. We are very thorough.

Jane Day is the executive housekeeper at the luxurious Palazzo Versace on the Gold Coast. She spoke with Grantlee Kieza about her crucial role.

Before COVID did you travel a lot? Yes, and when I met my husband we started doing a lot of cruising, every couple of years. We were due to go to Alaska, but we haven’t been out of Australia for a couple of years. We are eager to get going again.

The Palazzo Versace is one of Australia’s most beautiful hotels. How long have you worked there? I started in March last year, literally just as COVID began. I was here for just three weeks and then we shut the hotel down for a few months. I came back five weeks after we shut down and we brought the housekeeping team back because, without guests, it represented a great opportunity to spring clean the hotel. We could pull everything out and start afresh. Where had you worked before the Palazzo Versace? I was with ahs hospitality, an outsource company, and for them I worked at the Gold Coast Hilton for seven years and the Vibe for two. The Palazzo Versace is a standout hotel on the Gold Coast because we have so much opulence. It’s a feast for the eyes as soon as you walk into the lobby. How did you get your start in the hotel industry? I was born in Geelong and we moved up to Murwillumbah when I was about five. I got a job at the Town Motel there working in housekeeping, and I was there for four years before I went overseas on holiday. When I came back, I wanted to work in the five-star hotels on the Gold Coast. I applied for a position as a room attendant at the Gold Coast International, which is now called the QT, and I started from there. I learned every aspect of the housekeeping department. We had an in-house laundry and I worked there and as a room attendant, and that put me

AccomNews - Winter 2021

Jane Day, executive housekeeper, Palazzo Versace

on the path of what I wanted to do. Why did you love that sort of work?

would when you go away. It is very satisfying to know that people have really enjoyed their stay and the rooms were fabulous for them.

I've always loved cleaning, bringing a room back to being spotless after it’s been used. I find a lot of pride in making it perfect again, bringing it to the standard that I would like if I were staying in a hotel. I also love the fact that the work is always different.

Have you got a large team?

You’re in a feel-good industry?

Not dramatically because when we’re cleaning a room we’re always cleaning it thoroughly. But with COVID we started doing a lot more sanitising of touch points in rooms.

Yes, and you feel good when people enjoy their stay. They're coming on holidays to where you work, and you want them to have a fabulous experience just like you

About 60 people including those in our laundry and I also oversee the florist team as well. The most I have managed is 200 people. Did COVID change your work dramatically?

We use a special chemical to

Whenever I stay in another hotel, I study the way things are cleaned there and what their other housekeeping practices are like. I always appreciate the room first and admire the view, think how fabulous it is, and then I start to look closely at the way it’s cleaned. I can't help myself. I sometimes bring home ideas that I might want to put into the hotel, and I’ll talk them over with my boss. I also relax with photography. I do a “Photo-A-Day” on Facebook with a friend who works at another hotel. My husband and I are also refurbishing our house and I do a lot of craft projects as well, a lot of sewing. What's the most important part of your work? Guest satisfaction. That and trying to bring something different that no other hotel offers. At this hotel we have an in-house florist, and as well as providing fresh flowers in the rooms we also do a lot of events. If someone wants to arrange a marriage proposal, we’ll light tea candles on our beach that spell out “Marry Me”. Things like that. We also have a service called “Bath Bliss”. We run oils in the bath and light candles and put out things like marshmallows and chocolate strawberries and fondue or champagne for the guests. It’s fabulous and guests really love it.

HOUSEKEEPING

Ensure your team has the right tools By Mandy Clarke, Editor

Now-a-days there seems to be a vacuum for every need. For many years, I had four children at home and the thankless job of vacuuming every day. I hated that task. It was the one essential cleaning job that always seemed to go unnoticed. Now I am an ‘empty nester’ I have finally settled on the perfect domestic vacuuming routine… I sit back and enjoy my robotic vacuum’s daily dance routine as it spins around my apartment. I watch my new crush, the little robot, clean while I work on my deadlines and let me tell you it is very satisfying. However, I have not ditched my old faithful upright vacuum yet, the old guy has been with me for years and I still take him for a spin once a week. With more choice in the vacuum market today, I have selected the most reliable and effective cleaning weapons for me and my situation. An accommodation manager must do the same for the housekeeping team. Before making your vacuum selection, I suggest you make an analysis of your property. Take time to assess all the different floor spaces that need to be cleaned, the time limitations you have, obstructions or safety issues you need to consider, and the best ergonomic choices for your staff. Once you decide what you want to achieve, talk to your equipment provider and work on a plan together. The outcome may involve a mix of machines for different areas or jobs. I am taking robots out of the running for accommodation properties for this article… So, for now, here is a quick outline of the more traditional vacuum choices for hospitality environments:

A good upright is known to do a great job on deep carpets, especially in large straight forward areas. However, access within, or to confined spaces, staircases, corridors, or areas with obstacles may be trickier. Known as the ‘jack of all trades’ a canister vacuum is a popular choice. The best ones can be bullet proof but can also be hard on the user.

Image courtesy of Godfreys

Backpacks are fantastic, especially for confined spaces and areas that are awkward to access. They are perfect for spaces filled with obstructions like a bar, a restaurant, or of course a staircase.

What is the latest in filtration systems for backpack and upright vacuums?

On making your vacuum decision: keep it simple, stupid! I admit that, at first, it can be confusing to find the right vacuum because there are so many different types on the market. However, when you work out your cleaning challenges, your choices become straightforward. Your challenges may include: the environment, OHS safety concerns, noise-sensitive areas, obstructions, and time constraints, but the good news is that the right vacuum can be found for every cleaning job. In this post pandemic world an investment in high quality, high visibility cleaning processes and equipment is vital for the ongoing success of the sector. Managers need to prioritise and look after their precious cleaning team. With this in mind, and on behalf of all the hard-working housekeepers, I had some important questions for Daniel Pisaniello, General Manager Wholesale, Godfreys.

What are the benefits of using backpack vacuums? “Productivity is the main benefit because a backpack vacuum can

Daniel Pisaniello

cover up to five times the square meterage of an upright vacuum in the same period. Backpack vacuum cleaners have no belts or beater bars and so they also require less maintenance. Many models include additional wand tools and can clean a variety of areas; in addition to floors, they can easily reach overhead vents, alongside upholstery and blinds.”

What are the benefits of using upright vacuums? “Upright vacuums are a dependable and long-lasting option. Contrary to logic, super strong suction can sometimes be a negative thing as it can harm carpet fibres. "Uprights use a beater brush to collect dirt in a bag, cup or tank and some models have two motors. They work most efficiently in open or mildly cluttered areas and can deep clean carpet daily without risking unwanted damage.”

HOUSEKEEPING

“High-Efficiency Particulate Arrestance (HEPA) filters are now becoming the standard for popular vacuum models. HEPA filtration is not unique to backpacks and uprights, but it is a great added feature that helps keep the environment and air clean. Most HEPA filters remove up to 99.97 percent of particles that are 0.3 microns or larger as they pass through the filter. The latest and most common HEPA filter utilised today is the H14 class. HEPA H14 filters only pass up 0.005 percent of 0.1-micron particles per litre of air, HEPA H13 filters pass up 0.05 percent of 0.1-micron particles per litre of air and HEPA H12 filters pass more than 0.5 percent of 0.1-micron particles per litre of air.”

Has your industry been impacted by COVID-19? “In a very organic way, it has helped with consumer awareness around the need to purchase the right equipment, as well as ensuring all equipment is cleaned and maintained regularly. “The importance of using disposable paper bags has also become a point of difference, as people are looking for the most hygienic way to dispose of vacuum particles.” AccomNews - Winter 2021

Increase your revenue with a cashless laundry By Mandy Clarke, Editor

Did you know that cashless is king? Thanks, COVID-19! Damian Hudson from Tangerpay tells Accom News about the beneﬁts of going cashless in your laundry…

Why do guests like cashless? “Everyone loves cashless and, since COVID-19, there has been massive push-back against the coin. More than anywhere else in the world, customers in Australia love paying by card. Most people do not even bother to carry cash in their wallet anymore!”

How does cashless make life easier for managers? “One of the more annoying distractions for front desk staff is guests requesting coins to use laundry and vending machines. Going cashless immediately eliminates this! Other common problems are solved if you select the correct payment solution… For example, your business guests can charge their laundry costs directly back to their rooms and even your own housekeeper’s laundry usage can be centrally tracked. Finally, it resolves coin handling and collection issues. The use of cashless solutions makes coin mishandling and theft worries become a thing of the past. Cashless really is a manager’s best friend.”

Can going cashless increase revenue and how? “It is a great way to increase your revenue! If facilities that currently provide a totally free laundry service to guests instead implement a ‘one wash free’ per stay offer, it can be a simple way to raise money when guests do multiple washes. Alternatively, if you charge for all laundry machine usage with a cashless system you can set any wash price of your choice, unlike coins you do not have to round the charge off. Market research shows that

AccomNews - Winter 2021

Image courtesy of Tangerpay

when customers are not limited to the coins in their wallet your revenue goes up and so does the customer experience.”

What are the options available for retrofitting a cashless payment system to existing laundry equipment? “Mobile payment solutions. This option is cost-effective because it does not involve installing any card readers in the laundry room. The customer makes a payment straight from their phone handset, either by using an app on their phone or by scanning a QR code. For convenience and ease, the QR code-based solutions work better as the customer is not required to download and install anything. A point of difference among providers is that some require the customer to open an account online and load a balance onto it before they can make a payment. Others allow the payment to be made instantly using their debit or credit card without opening an account first. Customers tend to prefer the latter solution, especially the younger and more mobile savvy demographic.” “Card reader on machine solutions. These solutions involve drilling a hole into the face of every washer/dryer to install cabling, but if the cabling is not insulated correctly on the dryers, you could risk an expensive fix later. This

exercise requires the services of a trained technician. This type of solution can be time consuming and costly. Be careful to not only focus on the equipment costs, but make sure you also calculate the full installation costs. Do your homework!" “PayWave kiosks. PayWave kiosk payment solutions generally involve a wireless wall-mounted touch screen console with a built-in card reader. These solutions are better suited to an older demographic, customers who prefer tap and go payments over mobile only payments. They can bring down the cost of card acceptance in the laundry room to a fraction of what you would pay to put a card reader on every machine. Beware of suppliers that run complex cabling inside laundry machines or run wires to a centralised kiosk as this can be a weak implementation with higher installation and maintenance costs. Some of the smarter kiosk solutions available in the market offer advanced features like charging the laundry to the room, issuing payment receipts, and sending an SMS reminder to the guests when the laundry is done. Check which of these features are offered when you look at payment solutions." “Hybrid solutions with PayWave. These can offer a solution for everyone and can be one of the most cost-effective solutions for laundry rooms.”

HOUSEKEEPING

Is less maintenance required for a cashless laundry vs coin operated? “Coin jams mean manager visits to the laundry room for customer refunds. Also, think about all the time staff can spend providing coin change, cash handling, counting and leakage. These issues are a burden on an already busy reception desk and not great for customers either. Cashless payment systems are designed to tick away happily in the background and will put money in your bank account and track all your laundry room earnings accurately.”

Tell us about future trends… “Bank branches are closing; ATMs are disappearing and even credit cards are on track to be a thing of the past thanks to contactless phone payments. If we look to Asia, its population is rapidly adopting cost effective QR code-based mobile payment solutions and moving rapidly away from physical currency and credit cards altogether. It is all moving so quickly, and my advice is to do your homework about cashless solution providers. Make sure the provider you choose has their finger on the pulse to support not only your current guests but guests of the future as well.”

Untapped potential A whole new way of thinking The accommodation sector has always had their finger on the pulse. With the right mindset sites like Wotif and Expedia can take your business to the next level, if neglected it can hurt your business and drive customers away. Welcome to a world where marketing and customer reviews matter, what’s worse is that all this data is in one amazingly simple table for future guests to review right next to my competitor’s. Darn you Wotif, why are you doing this to me!? So time to talk about the most underutilised, unnoticed feature in your hotel… your laundry facilities. Wait a minute, nobody cares! …but maybe they do? I’m a customer, I woke up today and can’t stand the smell of my

Let’s see what else is going on... Oh coin jams, refunds, fiddly coin collection with maybe a fist full missing every now and again. Tied up reception staff and cranky customers are just the tip of the iceberg - so maybe I do care a little bit more now.

clothes… yeah it’s time. I walk down to the foyer reception desk, I line up patiently. I watch the man next to me pay for his room using his credit card. Man I wish these silly washers and dryers accepted credit card! Could I have $10 in coins please. I watch the staff member mess around

finding me the right amount, but they are distracted because there is a busload of new guests waiting to check-in behind me. I didn’t bother leaving an online review this time, I’m selfish like that… but the busload of cranky guests waiting to check-in did. So maybe we care a little?

Ok, we know what bad looks like, but what does good look like? Cashless payment options, paying contactless or charged back to the room. No more coin collection. No more machines being vandalised to steal a handful of coins. Free starts for cleaning staff, and discounted washes for onsite staff. But more than all of that is the beautiful sound of those commercial grade machines humming away day and night making money. Take that Expedia, guests can learn to love!”

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sales@tangerpay.com HOUSEKEEPING

07 3186 1021 AccomNews - Winter 2021

BIG4 Whitsundays Tropical Eco Resort before refurbishment

BIG4 Whitsundays Tropical Eco Resort after refurbishment

The secret to refurbishing holiday parks By Grantlee Kieza, Industry Reporter

Comfortable beds good cooking facilities and modern, clean amenities are the foundations for refurbishing holiday parks.

highlight the benefits that they can create for a property – not just with return on investment but also obviously enhancing the guest experience which benefits the whole industry,” Ms Weston said.

Michelle Weston, the Chief Executive Officer of the Caravan Parks Association of Queensland, said her team had inaugurated a refurbishment award to recognise the work by Queensland’s holiday parks to improve their offerings.

The Association’s 2021 Refurbishment Award was taken out by the BIG4 Whitsundays Tropical Eco Resort at Flametree on Airlie Beach. Angie and Aaron Barton purchased the resort in 2016. The park, which is over 70 years old, had ten dated cabins and non-existent forward bookings. The cabins were mainly occupied by last minute guests who were using the park as “a last resort” when other parks were full. The average length of stay was just 1.2 nights, even though the park was located at a glorious destination.

“We wanted to showcase some of the refurbishments and to

Although feedback on their customer service was positive,

No matter how beautiful the location, guests want a good night’s sleep, a good barbecue and a nice hot shower in a clean bathroom at the end of the day.

many reviews stated that the accommodation was outdated, needed refurbishment and was not value for money. The annual overall occupancy across all ten cabins averaged 8.1 percent.

photographs of Whitehaven Beach and had them printed onto canvas to complement the new interiors of the cabins.

As a result of Cyclone Debbie, COVID, and the tightening of lending by banks, careful decisions had to be made on how to improve the park on a tight budget. Aaron and Angie decided to do most of the work themselves. This included completely ripping out the interior of some of the cabins, putting in new kitchen units – purchased on sale from Bunnings – and buying flooring from a warehouse in Brisbane that was closing down. For other cabins it was more of a cosmetic upgrade, with cabins receiving a coat of paint, new blinds and new white bedding.

Advance bookings for this year’s peak season are already up 68 percent, and in just over a year Angie and Aaron not only paid for the refurbishment but made a profit, with total booking revenue of close to half a million dollars. Not only has this refurbishment helped their bottom line, but park reviews have improved with 21 percent of bookings now coming from word of mouth. Their GRI score has also increased from 7 in 2016 to 9.1 in 2020. Angie and Aaron suggested other operators planning refurbishments look for government grant funding, and use tools such as those on the Queensland Government website to help with the process.

Angie and Aaron used their own

BIG4 Whitsundays Tropical Eco Resort before refurbishment

AccomNews - Winter 2021

So, what was the result?

BIG4 Whitsundays Tropical Eco Resort after refurbishment

REFURBISHMENT

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REFURBISHMENT

commercial@ahbeard.com AccomNews - Winter 2021

All images courtesy of D A Christie

Discovery Parks Fraser Street in Hervey Bay was also Highly Commended in the awards, after refurbishing 59 ensuites. Peter Deveny, the Group Commercial Manager of A H Beard, said that in recent years holiday parks, and particularly Discovery Parks, had started to buy “really high end bedding – the sort of stuff that we would normally sell to 4 and 5 star hotels”. “With the access guests now have to sites such as TripAdvisor,” Mr Deveny said, “regardless of what facilities a park might have, even if they have the best swimming pool in the country, ultimately if the beds are no good guests are going to get online and tell everyone. “There has certainly been a trend over the last six or seven years for holiday parks to ensure that when they are refurbishing, beds are given top priority. Every guest wants a good night’s sleep.” Paul Conradie, the Head of Sales, at D A Christie, which manufactures the original, iconic Australian public barbecue, said despite changing social trends, cooking with family and friends remained the glue that binds together shared holiday experiences. “No matter what attractions and activities a park offers, the barbecue is where the whole family can gather around and enjoy each other’s

AccomNews - Winter 2021

company,” Mr Conradie said. While there remained a strong demand in the leisure market for gas barbecues in park refurbishments, he was now seeing “a move towards electric barbecues, mainly because gas is now seen as not being as sustainable or as environmentally friendly as electricity.” “Most of the demands remain the same, though,” he said. “People want a quality cooking experience. He said “top of mind” should be safety and using barbecues with built-in safety features such as delayed starts so guests can't just walk past and turn a button to switch on the heat. The best barbecues for holiday parks also come with built in sterilisation systems so that the hot plate sterilises itself by reaching a temperature which kills all the bacteria before flashing green to signify that is ready to be used again. Mr Conradie said barbecues should also be compliant with the Disability Discrimination Act so that they can be used by people even when seated. “The barbecue is ultimately the most democratic activity you can have,” Mr Conradie said. “It's grandparents, parents, kids coming together. People of all ages and cultures love to share meals.” REFURBISHMENT

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the ideal barbecue upgrade for your holiday park refurbishment. Christie is committed to continuous product improvement. We guarantee you will have the latest electronic engineering backed by a dedicated inhouse technical service team for complete peace of mind. Built to last Christie Barbecues manufacture cooktops and cabinets in Australia from quality materials. Engineered to withstand most applications and environments, they carry iron-clad warranties. From the tropics, to coastal and alpine regions, they are proven

to last for many years in remote locations and extreme conditions. Value for money Shared barbecues experience high use that can defeat domestic and low powered commercial alternatives. With some of our barbecues still in use after more than 35 years, they are renowned for their exceptional quality and durability. Safe, hygienic and sustainable Christie presses their barbecue grill plates from a single sheet of 90% recycled, high-grade stainless steel that is environmentally friendly and easy to clean. We invented all public barbecue safety features and fail-safes, including a six-second ignition delay and a sterilisation cycle for food hygiene. With a built-in failsafe,

you are assured that safe and hygienic cooking temperatures will always be reached. Easy to maintain A controller inside every cooktop continuously monitors all operating functions. In the event of a malfunction, it generates error codes for quick diagnosis and prompt repairs. Versatile Our cooktops are self-contained cooking appliances with no buttons on the benchtop or door. You have the freedom to order them with our robust pre-fabricated cabinets or install them into an outdoor kitchen that suits your needs. For more information, please visit www.dachristie.com

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REFURBISHMENT

AccomNews - Winter 2021

Does your shower make guests' blood run cold? By Mandy Clarke, Editor

There are a few essential cogs in an accommodation experience machine that providers must get right. The guest room shower, for one!

©bennnn - stock.adobe.com

This is a cog with which you cannot blow hot and cold. Your bathroom must offer a fantastic shower in good working order, this is one thing most hotel guests agree on. If your shower is a watered-down version of your guest’s own shower at home, from their perspective there is nothing more disappointing.

Most of us will never be fortunate enough to stay at The Savoy Hotel in London but know that it is famous for its incredible showers. It is reported to feature fantastic showers with giant 10-inch-diameter stainless-steel shower heads. The showers are suspended from the ceilings in all 200 bathrooms and a beast of a water pressure system makes sure guests get the shower of their lifetime. Many online reviewers comment on the size, style, water volume, and temperature of the hotel’s amazing showers. They especially love how easily controlled they are, there is so much buzz about these bad-boy showers they are sold direct to guests on request. It is true guests demand hot showers that are easily controlled says Rob and Sarah Pond who established Therm-Oz Showers in Australia in 2015. Sarah told us: “One of the most common complaints regarding

AccomNews - Winter 2021

©Michael - stock.adobe.com

Picture this: Your guest discovers your underwhelming shower when they are at their most vulnerable and naked. Expecting to partake in refreshing ablutions, to their horror instead they find a poorly designed, ugly, or grubby shower with erratic temperature or worse… dribbling water pressure!

hotel and guest accommodation in Australia relates to hot water. Either there is none available when you want to take a shower, or it comes out scalding hot. Water is wasted while juggling taps. Often, the shower is left running for others to use once guests are successful in finding the right temperature!” The answer in Sarah’s opinion is: “A thermostatic shower, it mixes water to a set constant temperature, even if other taps, toilets or washing machines are in use. If the cold-water supply to the shower were to fail, the shower will

instantly shut off, preventing any chance of scalding. “A point-of-use thermostatic shower also represents a highly effective solution to the risk of pathogens and bacteria such as Legionella building up in stagnant water in pipes if showers are used infrequently, and the hot water system has been tempered to 50 degrees centigrade. Legionnaire’s Disease is most commonly contracted by inhaling steam or water vapour, and enclosed shower recesses are a recognised risk area." She explained: “Hot water can

REFURBISHMENT

be supplied up to 85 degrees centigrade directly to the thermostatic valve which not only removes the risk of scalding by tempering the water at the outlet to a maximum of 45 degrees centigrade but also minimises the risk of harmful pathogens. Thermostatic showers also reduce water consumption which is why many hotels, bed and breakfast accommodations and cruise liners use this type of shower.” Surprisingly, many accommodation properties due for a renovation will happily spend-up their budget on creating a stunning first impression. They will splurge on the external entrance of the building, the lobby design, new carpets or even expensive art installations but showers can be left out in the cold. Perceived as expensive to replace and time consuming to renovate, showers can be last on the list of refurbishment priorities. However, there are ways to refresh and modernise your shower that will not break the bank or cause your guest rooms to be out of action for long periods of time.

Before Images courtesy of The Shower Repair Centre

After

The Shower Repair Centre’s Kere Zahn says when showers need attention, it can be more commercially viable to clean, repair and refresh than to renovate. He says you may find it more financially beneficial to find a team that specialises in sealing and revitalising leaking showers and tiles rather than to replace. If you decide to refresh, he advised: “If you want to complete a top-quality shower refurbishment, always use a high-quality service-provider that will refresh and repair your leaky shower without damaging the existing tiles.”

Grout can be your shower’s biggest problem. Kere explained: “Cement-based grout is actually the weakest link in tile installation because of its many drawbacks. Being so porous, it absorbs dirt and other elements causing staining and allows mould to grow. “A far better option is Epoxy grout which is strong, durable and requires light maintenance. While it costs more than cementbased grout, it lasts much longer, negating the difference in price. “I suggest you find a team who can strip off existing grout and replace it with a premium REFURBISHMENT

AccomNews - Winter 2021

Before

After Images courtesy of GroutPro

Epoxy grout, which is more resistant to stains, cracks, harsh weather conditions, chemicals, and climate changes. "This is suitable for areas with high traffic and since it’s waterproof, it improves, not only the bathroom’s aesthetics but also functionality.” "Kere revealed the tell-tale signs that indicate that a shower needs urgent attention." He said: “Cracked grouts, peeling paint on adjacent

walls, damaged timbers, and water seeping through weak points of the bathroom are some indicators that it is time to re-do the waterproofing. “This is usually a tedious and time-consuming process, but with today's technology, it is possible to waterproof 95 percent of wet areas without the need for replacement. In fact, some of our large hotel partners have shared with us that by waterproofing their bathrooms, it has significantly saved housekeeping

time. This has not only enhanced productivity but also made cleaning easier and less taxing.” Kere also offered some tile replacement tips. He said: “Larger tiles are popular for all types of renovations or new construction works and shower refurbishments. While these tiles are more expensive, benefits outweigh costs. “Larger-sized tiles make your bathroom look more spacious. They are also more hygienic,

with fewer areas to store dirt. Frameless shower screens are also on-trend, they enhance the luxuriousness of the hotel.” Geoff Biddle from GroutPro Australia also advocates for shower restoration rather than a complete renovation. He says a good clean can refresh any bathroom and foam-based cleaning products offer an easy way to clean grout. Cleaning chemicals need time to activate, and foam is more effective and allows the chemical to do its job.

GroutPro, for when your maintenance cleaning isn’t good enough! Maintenance Cleaning can only do so much. All tile & stone will deteriorate over time. GroutPro can improve the appearance of these areas to look like new again. CLEANING • Tile & Grout Cleaning • Hygiene Deep Clean • Grout ColourSeal • Tile, Grout & Stone Sealing

AccomNews - Winter 2021

REPAIRS

MAINTENANCE

• Silicone Seal Replacement • Terracotta & Slate Sealing • Tile Repairs • Slippery Floor Treatment

REFURBISHMENT

• Epoxy Grouting • Glass Restoration • Glass Protection • Exterior Cleaning

He added: “Other products used to restore showers are acid based, they assist in the removal of calcium and other mineral build up found on the tiles and grout. A mould neutralisation product can also be used to kill any mould spores that are present. Once totally clean an advanced mould and mildew resistant sealing product will help to keep it looking like new. “Alongside the use of chemicals, mechanical scrubbing and the use of high-pressure water rinses will remove the dirt. "As the products activate on the surface of the tiles and grout, the machines can scrub the bacteria, mineral build up and stains from the pores of the tiles and grout on walls and floor." He added: “The use of chemical products and methods mentioned above are not for daily use but should be used periodically to bring showers back up to standard so that conventional daily cleaning can be effective again.” Spot shower deterioration as early as possible, before it becomes serious. Geoff

warned: “Look for water marks or staining outside the shower or on adjacent walls and floors. Look out for black spots on the silicone seals or grout, as it could be the beginning of mould. Calcium and scum builds up on walls, floor or glass and should be removed before permanent damage occurs. "Moisture meters, thermal imaging scanners, and pipework pressure testing equipment can also be used to help identify leaking pipes inside the wall or water leaking out of the shower into the wall cavity.” Shower screens can also be problematic because glass is microscopically porous and can absorb scum and dirt. Geoff told us: “In serious cases, build up causes irreversible damage to the glass surface. To restore affected glass, we use a jewellery grade abrasive compound to remove build up without damaging the glass. "This is followed by sealing the glass with a high-quality product that protects and helps prevents future build-up.”

Image courtesy of Therm-Oz

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REFURBISHMENT

AccomNews - Winter 2021

Define and refine your space with amazing wall coverings flexibility for customisation to create that point of difference.

By Mandy Clarke, Editor

Make a ‘statement’!

“From tropical landscapes, art deco, florals, and abstracts to indigenous designs the options are limitless to make a statement in any given space.

From a design standpoint, we hear this advice all the time. However, when you decide to refurbish, your choice of ‘perfect statement piece’ can be risky, an expensive mistake that is hard to rectify.

“Your choice of wall covering should depend on the space and context for the design and it must be fit for purpose. Wallpaper, wall vinyl and other wall coverings offer vast design options, from subtle plains, textures to beautiful pattern and murals.”

Have you ever considered this… Your property’s walls are a blank canvas, and a great wall covering can make a huge impact. The perfect choice of wall covering whether on one section of a wall or covering all of your walls could make an impressive ‘statement’ and showcase your accommodation’s unique personality. Furthermore, a tasteful transition from a neutral background to a customised wall covering could be your interior’s ‘hero’ art piece. Recently, the use of bespoke wall coverings to create a bold design statement has become an industry trend, especially in boutique hotels. We have seen new and refurbished properties impress with eye-catching wall designs. We have seen stunning wall coverings featured in areas such as behind guest beds or at the hotel’s front desk.

Materialised Dupioni Quarry PVC-free wall covering.

To catch up on the latest wall covering trends and for advice on implementing visually impressive designs, Accom News spoke to the following leading industry experts…

bedheads. He told us: “Large branded hotels will tend to keep a rather conservative approach to their interiors by using neutral colours, essentially for brand consistency.

Laurent Demay the Project Manager at Materialised confirmed their design team are seeing more wall covering being used as another way to add a feature to a room besides artwork or graphics on

“Often driven by trends, boutique hotels explore a different avenue by being more ‘experimental’ to attract their clientele. As a growing alternative to standard wall vinyl, digitally printed wall covering offers an incredible

Materialised Florence Broadhurst fabric. Yi by Jereme Leung, Raffles Hotel, Aedas. Photography © Owen Raggett.

AccomNews - Winter 2021

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On the choice of wallcoverings available Laurent explained: “Wallpapers are great for any low traffic environment. Typically, wallpaper is digitally, or hand screen printed onto high quality paper and sold by the roll. “Wall vinyl is a much more durable solution and highly recommended in heavy traffic environments such as corridors, hotel guest rooms, bathrooms, cafés, restaurants etc. It is usually cleanable and can have anti-mildew properties. There are also sustainable options. “Wall vinyl is available in either pre-selected designs and colours or, for more flexibility, digitally printed to accommodate bespoke requirements. P40

Materialised custom wall vinyl. Ovolo The Valley, Woods Bagot. Photography © Dion Robeson.

How customisation

tells your story

Custom wall vinyl, illustrated by Roslyn Earp, was developed and printed by Materialised for leading hospitality interior design specialist, CHADA and their popular Gin Lounge at the recent Hospitality Design Fair in Sydney. With Limoncello and G&T’s supplied by gin gurus Earp Distilling Co, guests got into the spirit of things under the amazing Australian bushland backdrop. Rebecca Boland, Associate at CHADA, presented the wall covering at a Design Talk, demonstrating how customisation further strengthens the design concept and narrative. So how can you incorporate custom design in your accommodation?

Whilst this wall vinyl was produced for an event, the same process of selecting a meaningful design and adapting it to suit your needs applies to real life properties too. In this instance, CHADA used a Roslyn Earp tile mural on the Earp Distillery façade as the starting point and worked with Roslyn to develop and adapt it to suit the Gin Lounge space. The pattern repeat, colour

and depth of the design are meticulously worked on to reach the sample review stage. Once approved, the Materialised design team divided the artwork into twelve 1283 x 3200 mm panel drops and printed it at their Sydney manufacturing headquarters. The chosen substrate was Sandy Bank, a Type II commercial, flame retardant wall vinyl.

By using a design unique to your area or property history, you get to tell your story and create a unique experience for your guests. Or, choose something from Materialised’s incredible design library! For more information and to view and request samples contact: Materialised on 02 8558 3500 or visit materialised.com

VIEW AND REQUEST SAMPLES FROM

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AccomNews - Winter 2021

Images courtesy of 3D Wall Panels

P38 “Wall murals are designs printed onto wallpaper or wall vinyl. The main difference is that the image does not have a pattern repeat but is scaled specifically to fit the space where it will be installed.” He said: “Textiles can also be used as wall covering, installed directly onto the wall or wrapped around panels. Wall panelling can be particularly effective when using acoustic panels, combining visual effect and sound absorption.” For boutique accommodation owners who would like to consider a wallcovering design as a statement piece but have a small budget Laurent suggests using wall vinyl. He advised: “Wall Vinyl is a durable, low maintenance wall protection and a great way to add personality, interest and warmth to a room. From bold patterns to neutral plains, there will be a solution for any brief. Use patterns to make a statement in the room or dress a wall with beautiful artwork. A great wall covering can define and refine the space.

AccomNews - Winter 2021

Finally, he warned: “Don’t have too many heroes in a room! If you choose a patterned wall covering or a mural, avoid adding busy artwork." 3D Wall Panels Director, Sylvia Van Ommeren revealed their design team are seeing a current trend in textured linear designs for hotel interior wall coverings. Sylvia told us: “The linear designs are a popular choice that add a touch of sophistication and structure to a space whether it be a feature wall, bar front or any other vertical surface.”

are endless, and hotels can also have a unique custom design specifically made for their refurbishment.

On colour choice she advised: “Coordination is truly powerful when it comes to setting the mood and personality of a space. Touches of black adds modern elegance to a room without feeling too dark. Touches of white creates a refreshing and inviting vibe. Whether you want your room to feel modern, beachy, cosy or even romantic, your colour choice is key to creating that feeling.

“Wall panels are a great choice because they are so easy to fit, they can be supplied raw and installed prior to painting or supplied already painted. They come in different sizes and can be installed across a large area both quickly and easily, at a relatively low cost. The right choice of wall panels can give an architectural feel to any room and impress even the most discerning guests."

She said: “Wall panels are currently a hot trend for hotel interiors. We think this is because the design options

For boutique operators on a budget Sylvia said: “A refurbishment using wall panels can be as large or small as you

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wish or as your budget allows. Within a limited budget you will find many options to create a more modern and welcoming space. You can easily update a tired bar front or reception desk front. Wall panels can also add a touch of luxury by covering a small section of the wall, this can be done by delineating a space the size of a desk." Finally, she offered some tips: “By simply updating the doors and drawer fronts of a vanity with wall panels, operators can inexpensively give their whole bathroom a lift. Or they can offer guests something unique by installing a beautiful custom designed wall panel bed head. This will certainly set your accommodation apart.”

Guests love the beautiful new look at Peppers Beach Club Resort

3D Wall Panels decorative panels for interiors & landscapes

By Sylvia Van Ommeren, 3D Wall Panels

Who doesn’t want to stay somewhere luxurious, unique and relaxing? Guests at Accor Hotels’ casually elegant Peppers Beach club do, and have been impressed with the eye-catching addition of panelling used by Mel Porter Design in the refurbishment of the North Queensland resort in Port Douglas. Mel Porter of Mel Porter Design was instructed to refresh the accommodation rooms of the resort using a refined, coastal inspired palette and decided to include 3D wall panels in a linear pattern as the artistic focus of her design. She chose the ‘Logs 50mm’ as the panels have a convex shape that provide a subtle, textural

form which beautifully defines the separation between spaces such as the living and dining area and the study desk. Sylvia Van Ommeren, co-owner of 3D Wall Panels explained why the panels have become the newest accommodation design trend for new builds and refurbishments. She said: “Not only do the panels look beautiful and distinctive but they can cover a large area quickly. They are easy to install as Aizer Building found in the installation at Peppers resort and the design options are endless. There is a stunning array of 3D Wall Panels’ designs to choose from such as relaxing ‘Dunes’, midnight ‘Stars’ and beachside ‘Waves’. They are Australian made from sustainable raw materials and can be supplied Australia wide. “They are a design secret weapon that can fit into any budget.”

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AccomNews - Winter 2021

Transform

your outdoor space By Mandy Clarke, Editor

Without question, the COVID-19 pandemic hit hard. Australia’s tourism, hospitality and accommodation industries felt the impact like no other. However, these resilient industries also responded to restrictions like no other. When faced with lockdowns, limitations and totally closed doors, opportunities were seized, and our industry found new innovative ways to continue to operate. The adaption of more of our property’s outdoor spaces for customers and guests to relax and dine is one way we adapted to hospitality COVID problems. While scientists are still not 100 percent clear on how COVID-19 is transmitted, they are pretty sure that people pick up the viral droplets from coughing, sneezing and from high touch surfaces like door handles, menus, and cutlery. However, most epidemiologists and public health experts agree that the risk of airborne transmission is much smaller outdoors, where fresh air blows away particles to reduce

Image courtesy of Kudos Furniture

exposure. Australians have always enjoyed ‘being’ outside but from the COVID transmission news along with restrictions on indoor gatherings, the demand for outdoor infrastructure has increased exponentially. It has prompted operators to reassess their outdoor offering with a view to refresh and refurbish. Operators must be mindful to plan a safer COVID outdoor

hospitality experience, but to also provide a stylish and comfortable one. To help with your decision making AccomNews asked leading outdoor furniture providers for pointers on selecting outdoor furniture. The first piece of advice is to understand that your indoor furniture cannot be re-purposed for outside. It is vital that the materials used outdoor are durable for all weather conditions. Consider Australia’s particularly harsh climate when you pick your furniture and choose tough furniture that is made for its purpose. Jason Condon, owner of Daydream Leisure Furniture, says the four main materials used for outdoor furniture construction are polypropylene or resin, aluminium, timber or aluminium frame with woven synthetic wicker.

Image courtesy of Kudos Furniture

AccomNews - Winter 2021

On materials recommended for hospitality environments, he offers this opinion: “A quality REFURBISHMENT

polypropene is the most practical low maintenance, value-formoney material and offers the most durability and comfort. If you are looking for a sling (woven yarn covering) you need commercial quality and should ask the question, ‘can it be replaced and who does this?’. “My next choice would be aluminium, followed by timber and wicker. Timber generally requires ongoing maintenance and wicker has a limited life in full UV, while both generally involve cushioning, which has its drawbacks. “Most people think rain is the biggest threat, whereas UV is a more destructive force and dictates the use of high-quality materials for furniture longevity. “Glass tabletops are also popular because of their low price but they also have a potential to shatter. Beware, loose glass can become a projectile in high winds.” P44

Making the most of sun and shade Scully Outdoor Designs has been around since 1994 and during this time we have seen Australia get hotter and hotter. Our land really cooks during the summer months which means protection from the sun’s savage rays is incredibly important. The right shade structure can provide protection from harmful UV rays, prolong the time we can spend outdoors, allow our kids to play for longer and keep any equipment cool to the touch. And it means we don’t have to squint the whole time. Of course, there are other benefits, helping to provide protection when the elements turn to rain and wind, benefiting the environment with reduced

impeccable manufacturing and installation which has been honed over the last 27 years. This is backed up by our experienced and knowledgeable sales staff and production team. We work together with clients to create and supply solutions that ensure long term outcomes.

electricity consumption and raising the aesthetic value of any space. Design is paramount to the form and function of any shade structure, and we have a wide range of shelters, sails and umbrellas to suit a multitude of spaces and settings. If we don’t have an item in our range

to suit your requirement, we can work with you to design and implement a bespoke solution. Our design team has a wealth of experience in tailoring shade structures to specific landscapes and environments to complement our large range of outdoor furniture. Delivery is ensured by our

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Guaranteed is a phrase that is bandied about a lot in the modern day, but our work is truly guaranteed because we stand by our products and workmanship. Our client relationships, many of them long term, have built on this trust and reliability. We have been putting up beautiful and functional shade structures for many years and, given the state of the Australian summers, we will be doing so for a long time yet.

AccomNews - Winter 2021

Images courtesy of The Furniture Shack

P42 Dean Gesterkamp at Kudos Outdoor Furniture agreed that materials such as resin and polypropylene are long lasting, and he points out that they are easy to clean and offer interesting colour and style choices.

He advised: “When considering what outdoor furniture to purchase you need to remember to differentiate between full sun and shade. Full sun requires lighter colours and product warranties that show the product can handle such extremes. Think about shade. Quality umbrellas

and awnings are a must. Shade choices will also protect the furniture and sun loungers.” Lindsay Napa from The Furniture Shack recommends the first step should be to assess your space for its complete outdoor makeover. Lindsay said: “I like to specify simple furniture or stackable furniture, depending on whether it will be moved indoors every night. Full aluminium tables are my favourite pick for outdoor tables along with UV plastic and aluminium dining chairs. “Aluminium is terrific poolside with its anti-rust properties plus the added protection of a powder coat finish. For shade I recommend café umbrellas, they not only add shade protection but they’re also a great way to create a look and brand awareness... “It’s all about the photos for Instagram these days!”

Image courtesy of Scully Outdoor Designs

Operators must think carefully

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AccomNews - Winter 2021

REFURBISHMENT

about their outdoor space, the size, shape and look at ways to make the best use of it. Constraints within the space and layout should be taken into consideration. Jason Condon agreed with this and said: “Durability aside, you should always assess the space. Consider whether compact or armless chairs would be more suitable or check if the table leg design allows for an efficient chair arrangement.” Shane Scully from Scully Outdoor Designs says that one of the most important issues to ponder when planning your outdoor space and purchasing new furniture is how you can provide wheelchair accessible seating. He said: “Operators must aim to create a space that caters for its main activity (such as dining) and they should always use strong, durable and attractive furniture and equipment.

"However, it is also vital that the space offers flexibility to both staff and customers and provides safe and comfortable access and seating for all of their guests including wheelchair users.” Finally, what about purchasing and furniture trends? Dean Gesterkamp said: “Most manufacturers and suppliers offer fantastic new contemporary designs and colours each year. However before making your choice, I recommend that you ask if the supplier offers a timely delivery because some suppliers do not keep enough stock. Prices and warranty should also be a critical part of making good furniture buying decisions.” Lindsay Napa agreed that knowing the lead time before you purchase is essential. She offered: “It is never too early to start planning for furniture for your next project especially in this current climate. Always look for quality and useability

in your outdoor furniture. “As for the hottest trends right now, angles and curves are in! Outdoor lounge and dining colours have maintained a neutral palette with hints of trending colours. “We are also shifting away from the standard moulded rattan look and becoming a little more edgy in outdoor design I’m loving that outdoor spaces are not an afterthought anymore, rather we are creating and designing hotels from the outdoor to the indoor allowing the space to facilitate flow.”

Image courtesy of The Furniture Shack

Shane Scully added: “Curves are in! Rounded furniture is great news because there are no sharp corners for potential injuries.” Jason Condon confirmed: ”The current trend is more towards minimalist low maintenance designs in poly propylene and aluminium. The trend in polypropene is to mimic aluminium.”

Image courtesy of Daydream Leisure Furniture

Quality outdoor furniture

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AccomNews - Winter 2021

Wow factor the jewel in Hawkesbury Crowne By Grantlee Kieza, Industry Reporter

outstanding but the rooms were looking tired. The changes have been stunning with features such as stone and wood floating vanities in the bathrooms, LED illuminated mirrors, walk-in showers with frameless screens and new wood-look flooring.

The wow factor has arrived at the beautiful heritage town of Windsor northwest of Sydney with the Crowne Plaza Hawkesbury Valley completing their multimillion dollar guest room refurbishment. The marvellous makeover in the last of the property’s 105 guest rooms is complete following an almost two-year plan to totally renovate the property. The final stage was completed in late April and the property’s Marketing Manager, Jason Piper, says guests have been stunned by the fresh new designs, lux finishes and attention to detail. “The response has been tremendous,” Mr Piper said, “and guests are really stunned by the transformation. The rooms have taken the hotel to a whole new level and we're going through a repositioning phase now to market the new product.

“One of the main standout features in the rooms is the open plan wardrobes. Aside from their practicality, they look incredible and really open up the floor plan.

really excited to be staying in these wonderful new rooms.” The new room designs came from Stack Studio with the construction performed by the Reward Group. “All the rooms have been completely remodelled,” Mr

Piper said. “It's a complete refurbishment, not just a touch-up or a refresh. “The rooms were the last piece in the puzzle to really improve the guest experience. Before the refurbishment it was always a case of guests saying that the property, staff and location was

AccomNews - Winter 2021

“One of the main things that the owners and design team wanted to communicate across to Reward Group, who completed the construction, was this idea of an ‘Instagrammable heritage escape’. When you walk into the rooms there is now a real ‘wow factor.’” Mr Piper said because the majority of renovation work took place during COVID in 2020 this actually worked in our favour without any major disruptions for visitors.

“We did a post on our Facebook page to mark the completion of the refurbishment and the amount of traction it gained was absolutely fantastic. “We had so many people wanting to come and experience the new rooms and the response has been great from couples and families. Weddings are a huge piece of business for us and couples getting married are

“The aim was to make the rooms as spacious and as lux as possible so having that open plan wardrobe was an important design feature that is probably a little left field.

Hotel launch: Hawkesbury Mayor Patrick Connolly and Hotel General Manager Stephen Wills ribbon cutting

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Hotel General Manager Stephen Wills said: “The feedback from guests who have already stayed in our new rooms has been amazing. The light, fresh style and openness of each room is really the most notable change admired by those staying with us, along with the new bathrooms of course.”

The refurbishments to the first 75 of the resort and spa’s guestrooms were unveiled in February displaying the accommodation re-imagined with light-filled and modern interiors.

lighting, ergonomic open plan wardrobes and a sense of fresh, uninterrupted space.

Known for its iconic river, colonial heritage and picturesque countryside, the Hawkesbury has become one of Sydney’s most idyllic destinations for businesses, families and romantics alike.

Andres Coll, Senior Associate from design company Stack, said: “From the beginning, we knew that acknowledging and engaging the heritage aspect of the building was important – it shows character, class and history, three things we did not want to lose in this refurbishment.

The new guest rooms pay homage to the area’s historic roots, with elegant archways and smooth natural timber finishes, with the accompaniment of in room Staycast technology, eco low consumption LED

“At the same time we agreed each room must embody a getaway from the city environment that feels lighter, modern and ‘Instagrammable’ the moment you walk inside. The use of natural materials, soft colour

palates and long LED lighting really helped us achieve this, along with the sophistication of the in-room technology and its ergonomic layout. Hotel guests have an array of choice when selecting their accommodation at Crowne Plaza Hawkesbury Valley. From the well-presented Standard Queen Room with Smart TV, modern ensuite, queen bed and open wardrobe all the way up to an extravagant Deluxe Balcony Suite with king sized bed, contemporary bath and views to the Blue Mountains, there is no shortage of comfort or class. Offering eight room types, the

resort provides couples, families and groups with a wide variety of accommodation options to suit their needs. The premium finished guest rooms include the option of twin queen configurations ideal for corporate accommodation. While the room refurbishment has taken centre stage, a number of other projects including the refurbishment of Villa Thalgo Day Spa and the hotel’s public guest bathrooms have also been undertaken. All this adds to the new look and feel of what now might be considered an unparalleled destination experience in the Hawkesbury Valley.

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AccomNews - Winter 2021

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Something in the air for hotel success By Grantlee Kieza, Industry Reporter

air conditioners are about 30-40 percent more efficient than commonly available, “minimum standard” models.

Air-conditioning is as important to the Australian accommodation industry as comfortable beds.

Multiple component innovations are also being packaged into advanced rooftop air conditioners to deliver energy savings of about 17 percent.

We might all love a sunburnt country but not its blazing heat when we’re paying for accommodation, and any hotel without a good airconditioning system will find bookings go cold very quickly. In a technological age consumer demand for the latest creature comforts is at an all-time high. Lynda Kypriadakis, the Managing Director of building advisory company Diverse FMX, says people being able to turn on their air conditioning from their mobile phone half an hour before they come home has been the major trend in air conditioning systems in recent years and it has been readily adopted in the accommodation sector. Winter is an opportune time to upgrade air-conditioning systems in Australia and 10 years is a good benchmark for hotels to evaluate if it’s time to upgrade. For machines using variable refrigerant flow – requiring less maintenance than fixed-capacity traditional systems – the lifespan can stretch to 15 to 20 years.

Active solar thermal systems, a new type of heating and cooling system, use free solar radiation – available in Australia for a large portion of the year – to reduce peak demand. Sensor equipment is becoming much more affordable along with advances in remote-control equipment that immediately detects when air-conditioning is not operating properly, allowing management to know of issues before guests. The best advice when upgrading air-conditioning systems is to choose wisely. The Australian Government’s Department of Industry, Science, Energy and Resources says that heating, ventilation and air conditioning (HVAC) systems typically account for as much as 30 per cent of a building’s energy use, so getting the best out of them is paramount. Capital and maintenance costs of HVAC systems also comprise a significant proportion of building costs, but these can be minimised

through good system design. While significant energy and capital savings can be made through investing in new, highefficiency HVAC systems, existing systems can also be optimised simply by fine-tuning controls and good maintenance practices. Minor adjustments to thermostat set points can often be made, resulting in energy savings without reducing comfort for guests. A range of more energy-efficient HVAC systems, some of which use passive heat transfer or low airflow rates, can halve mechanical HVAC energy use. This can also yield substantial water and trade-waste savings, as HVAC systems are responsible for up to 30 percent of water use in commercial buildings. The best available reverse cycle

Computer technologies will continue to enhance HVAC system efficiency, reliability and intelligence, as well as assisting integration with other building services. Accurate and reliable measurements enable efficient HVAC tuning and operation. Lynda Kypriadakis says the first thing she would recommend as a project manager is that property owners have a mechanical engineering consultant involved early in any major air-conditioning upgrades. “Unfortunately, a lot of bodies corporate listen to the contractor (the guy who is selling them the system) whether it's a split system or wall mounted inside the room or fully ducted and the guy trying to sell you something will have a conflicted opinion.

If air-conditioning performance is waning, it is often because the property has overlooked basic upkeep, such as cleaning coils, washing the reusable filters, checking the electrical connections and inspecting the refrigerant lines.

“When a building is approved for construction, there is an approved mechanical system that handles all the air conditioning system and ventilations which includes car park exhausts, stairwell pressurisation and toilet exhausts for example. If someone goes to upgrade the air conditioning system and they don't consult with the mechanical engineer, they can breach the building approval.”

Because an issue with airconditioning is less obvious than things such as stained carpet, it can be easy to overlook but inefficient airconditioning is costly.

She said having a mechanical engineering consultant in place before any upgrades commenced would also ensure that cost-effective equipment was purchased.

Warning signs to indicate equipment is reaching the end of its useful life, include rising maintenance costs and unplanned downtime.

ENERGY & RESOURCES

AccomNews - Winter 2021

Technology going to work after hours

By Grantlee Kieza, Industry Reporter

Contactless check-in was becoming a feature of the accommodation industry before the COVID pandemic accelerated its uptake and many properties are now embracing it for after-hours arrivals. Bluetooth technology is now opening doors at hotels, motels, caravan parks and backpacker hostels worldwide with Bluetooth apps and 24-hour automated electronic check-in kiosks. The days of metal keys and lockboxes for late arrivals are coming to an end. Automated check in kiosks make front desk interactions obsolete and can offer a seamless transition to guest rooms or caravan sites.

Photo by Proxyclick Visitor Management Systems on Unsplash

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AccomNews - Winter 2021

SAFETY & SECURITY

Ryan Rae, the Managing Director at the Noosa Blue Resort, said his committee had just approved the installation of electric door locks that use a Bluetooth system. “We will be able to send a message to the guest and they will be able to active an app that makes their phone the key to unlock their room,” Mr Rae said. “So they won’t need to access a lockbox if they’re an after-hours arrival. “We can send them the room details, they download the app, and they can go straight to their room and open the door with their phone. “It’s a big investment. You need to have the committee on board to change all the locks, but if the timing is right for your particular property, I would be encouraging people to invest in it. Room technology its evolving with the future and I think people are so used to downloading apps and using things like QR codes that it’s just second nature to do that. “To have that capability I think is improving the guest experience so its seamless without having to get out in the rain to access a

lockbox. It is so much better.” While Airbnb has been using a contactless check-in system for a decade, COVID has forced the hotel and resort industry to get on board the latest technological advances in the accommodation sector. Dean Long, the CEO of the Accommodation Association of Australia, said technology and the way properties engage with their guests was going to change forever. “As an industry there has been a significant cost barrier to investing in contactless technology, however what the pandemic has meant is we had to bring those costs into hotels to operate,” he said. “What the airline industry did 10 years ago with mobile checkin has allowed customers to select their seats and select their meals before they fly. “The hotel industry can now offer guest options electronically including late check-ins. It’s a really exciting time for hotel ownership. Hotels have to invest in those type of products not just to be competitive but to be able to operate in the post

Image courtesy of ASSA ABLOY Global Solutions

COVID world. It’s going to help future-proof the industry.’’

putting down our names and details and hitting ‘submit’.

Michael Johnson, the CEO of Tourism Accommodation Australia, said contactless check-ins were coming into the hotel industry before COVID, but that the pandemic had “expedited’’ their uptake.

“It will be the same for accommodation hotels. We are all getting used to contactless entry into buildings.

“Consumers are quickly getting accustomed to them,” Mr Johnson said. “It’s not that long ago that noone had heard of a QR code and yet now we are all very comfortable getting out our phones and

SAFETY & SECURITY

“It’s a good thing for both health and for efficiencies for the guest and the hotel. It doesn’t mean you won’t have contact with the staff because they will still be there, and you can have an interaction and speak to them but there will be much less physical contact.”

AccomNews - Winter 2021

We put Michael Benikos from ASSA ABLOY Global Solutions in the spotlight to answer important industry questions.

What are the most effective and secure methods of delivering room keys to guests for after-hours check-ins?

Michael Benikos

“The two most popular options are by sending keys to a mobile phone and the use of check in kiosks. Mobile check-in technology is designed to offer a contactless experience, mobile check-in is not only convenient for guests and staff alike, but it is also a safe, socially distanced alternative to traditional check-in methods. Located in a hoteliers’ app or available through our third-party vendors, digital keys are granted to guests instantly upon their arrival. When a guest places their device in proximity to the appropriate door lock reader, digital key data is transmitted between the door and a guest device, allowing for immediate entry. All our keys are equipped with advanced security measures to protect hoteliers and guests against cyberattacks. We use secure communication channels to transmit encrypted digital key and room number information to guests, and we further store this information in a digital strongbox within the app. “The use of kiosks in other industries such as airports and supermarkets is now commonplace so most guests would have used a kiosk previously so the experience is familiar to them when they use one at a hotel. The kiosks dramatically improve the customer check in and out process during normal hours as well as after hours with the added advantage of being contactless

AccomNews - Winter 2021

as the kiosks can retrieve and issue keys via bookings from the PMS systems. Kiosks can offer payment by credit card as well as additional charges such as mini bar and car parking.”

Tell us about the latest mobile checkin technologies? “Mobile check-in is gravitated towards cloud-based technology solutions, which offer added convenience and security measures. Our Vostio Access Management solution, for example, allows for staff members to access mobile check-in functionalities via web browser from the front desk, back office or on the go, remotely activating or deactivating mobile keys. Staff are further able to review all access attempts and any keycard creation, providing an extra layer of security with the ability to act swiftly should a threat arise. “New enhancements are continually being made ensure the security of mobile checkin technology. Digital identity verification technology is one such solution. Using a smartphone’s camera to scan a government ID, an additional photo of the guest, and credit card information, this technology will verify that the ID is authentic and matches the person pictured. The online reservation form will then pre-populate the personal information and payment data fields—bypassing the need to stop by the front desk at all.”

How can properties best incorporate these technologies? “For effortless installation, properties should consider utilizing third-party vendors

that offer secure contactless solutions. When selecting a mobile access provider, hoteliers should establish their individual property needs and select a vendor that provides easy access to upgraded features and functionalities, as mobile access technology is rapidly evolving. “For example, a hotelier must establish if their door locks are compatible with mobile access technology, and if not, select a vendor that offers industryleading door lock technology. At ASSA ABLOY, our solutions range from the minimalistic VingCard Essence, which encases traditionally visible hardware components within the door itself, to the VingCard Allure, which offers a fully customised LED panel that is installed adjacent to guestroom doors, and more. “For hoteliers who may be hesitant to implement mobile access technology, we equip our door locks with mobile access compatibility, which allows properties to seamlessly activate and deactivate mobile access without replacing existing hardware. A hotelier can implement mobile access the moment a need arises, or, depending on the model, with the addition of a BLE reader. To further fit an individual property’s needs, mobile access is available as either a standalone solution, or it can be integrated into a hotel’s existing guest app. For properties lacking their own app but desiring additional functionalities, ASSA ABLOY Global Solutions offers a wide range of certified partner options to choose from. “Similar to mobile access if properties are considering a kiosk they first need to determine the types of locks they have and

check if the kiosk is compatible. The kiosks can produce cards for both RFID and Mag stripe locks so there may not be a requirement to upgrade the locks on the property. Properties also need to check if the PMS system at the property can integrate to the kiosk and finally have a suitable credit card payment system to enable the kiosk to accept credit card payment although it is possible to have pre-payment without the need for the guest to pay on arrival.”

What are the newest industry trends? “With the public rollout of the COVID vaccine, the hospitality industry has been working to develop a standardized method for guests to show proof of vaccination. With mobile access growing in popularity, the implementation of a “vaccine passport,” or a digital vaccine certificate, is a widely considered solution." "Like mobile keys, a vaccine passport would likely live on a hotelier’s app. Though no singular solution has been implemented in the hospitality industry, the implementation of digital vaccine passport technology in some country governments may aid in the standardization of digital vaccine passports for hoteliers.”

What impact did COVID have on your industry? “COVID challenged the hospitality industry as it had never been challenged before. However, to combat rising safety concerns, modern hospitality technology solutions were developed and widely implemented across many hotel properties." "Digital key solutions and check in kiosks, which had at once point been considered a luxury amenity, is now a commonly offered feature. Initially implemented to promote social distancing, guests and hoteliers increasingly prefer digital key solutions for its convenience an ease-of-use."

Image courtesy of ASSA ABLOY Global Solutions

SAFETY & SECURITY

"Though COVID is nearing its end, a new era of hospitality technology has emerged, and solutions like digital key technology and kiosks are here to stay.”

Top hotel attractions the stuff of kid dreams By Grantlee Kieza, Industry Reporter

What makes a great hotel experience for children and what are the attractions that parents look for when they want family friendly accommodation? Once it was little more than a hotel providing highchairs in restaurants and cots in their bedrooms. These days though, hotels chasing family bookings offer everything from water parks, pony rides, kids classes, creches and supervised childcare facilities, family playgrounds and, at some properties, even the most exciting thrill rides in the country. Hotels offering child-minding facilities allow parents not only to have priceless family time, but also the opportunity to have time alone together while the little ones are supervised. Kids clubs provide outlets for children to socialise on holidays, stay active, and learn new skills while also making lifelong memories. Stephen West, who wrote the book Professional Management Rights, was a managing partner at Turtle Beach on the Gold Coast and convinced the owners to spend $1million converting a full-sized tennis court into a water park.

Images courtesy of GoPlay

The expenditure was returned financially within 18 months by an increase in occupancy and higher room rates. As well, Mr West turned one of the apartments with a big garden area into a kids club, catering for up to 60 youngsters a day, with craft sessions, dancing, and other activities. “We took kids in up to the age of 12, and it gave the parents

some respite as well,” Mr West said. “We mimicked what was happening in the cruise industry after I saw many good ideas on cruise ships.” Turtle Beach now offers four swimming pools, the Splash Zone waterpark with four water slides, two toddler slides, dumping buckets and water cannons, as well as a 22-seat cinema screening four movies a

GUEST FACILITIES

day, a 15-hole putt-putt course and an arcade games room. In 2019, Dr Jerry Schwartz paid $43 million to rescue the 360-room Paradise Resort from potential liquidation. His plan has been to market the property as “a cruise ship on land”, with family-friendly features such as a merrygo-round, a trackless train, a cinema and a kids play area.

AccomNews - Winter 2021

The Novotel Twin Waters Resort on Queensland’s Sunshine Coast has invested in giant inflatable slides and jumping pillows plus jetpack adventures on a private lagoon. The message from all of this seems to be that an investment in young guests not only makes them happy but also delights their parents. Wily operators know happy kids means happy adults and money spent on an exciting children’s play area is an investment in the future of their accommodation property. Has this got you thinking about investing in some play magic to attract and entertain your guests? Accom News took a deep dive into playtime fun with custom playground expert, James West Managing Director of GoPlay.

magic can be worked with facades or freestanding towers to give the appearance that the playground is larger than it really is. Smaller units can be jam packed with activities or make it quirky with fun graphics like our space or treehouse theme. These are always a massive hit.

Do you have any advice for an accommodation property wanting to refurbish their playground? Depending on each site, it might be a better option to install a brand-new playground! With newer equipment you can install bigger playgrounds using the same floor space. Bright new colours help you stand out while you can also incorporate your branding into the playground. There are simple ways to improve your existing play area, by adding interactive and/or digital activity panels, these will entertain the kids for hours.

Images courtesy of GoPlay

Tell us more ways a small operator can improve their play area without spending lots of money? James West

What type of playground attracts guests seeking a family holiday? When families are looking to book a holiday, the bigger the playground, the better! Nothing gets little ones more excited than knowing they are on their way to a giant slide. Bigger isn’t always more expensive either, playground

AccomNews - Winter 2021

GUEST FACILITIES

Activity panels are a fantastic way to spruce up your space and keep the play area new and interesting. Our scavenger hunt graphic panel comes with eight pucks to spread out across your playground. This is a perfect way to keep kids entertained as they search the playground for them, and they are easy to install on existing playgrounds. Freestanding or wall mounted panels are also an inexpensive win and perfect for toddlers and small spaces.

Don’t forget to recycle! Should we have to remove existing equipment to make way for exciting new stuff, we recycle everything we can.

What are the most popular types of play equipment to install? Slides are the most identifiable feature of any playground, and generally the taller, the more exciting the ride and the view. These can be used both indoors or outdoors, you can even put tubes through a wall or window. Accommodation operators should consider the age group of the children and make the slides an appropriate height, so they don’t scare younger kids. This also helps distinguish if a dedicated toddler unit alongside larger units would be useful.

Tell us about providing a soft landing. Typically, our playgrounds are installed with granulated soft fall rubber, for both indoor and outdoor applications. This is a great opportunity to add designs to the rubber with different colours, or maybe even pop in a hopscotch area while you’re at it.

What are the latest playground design trends? A major playground trend in the accommodation sector has been the demand of custom branding.

What about shade?

We have been able to incorporate this into our playgrounds by creating custom graphics and panels that compliment a specific décor.

Play structures can be installed to work around existing shade sails and equipment. They can also be incorporated as part of the structure.

We have also noticed an increase in customers wanting a faux timber aesthetic or graffiti art, and this is where our urban theme comes in!

Images courtesy of GoPlay

GUEST FACILITIES

AccomNews - Winter 2021

Playgrounds designed specifically for your space Welcome to Goplay Commercial Playgrounds. We are Australia’s most trusted commercial playground equipment supplier.

can let their imagination run wild. This design has plenty of interactive play panels to enjoy, some on ground level which allow the littlest children to adventure close to their parents and build confidence. Other interactive panels are located on different levels and spaced throughout the playground for kids to explore!

A family owned and run company that know kids, have kids and are kids at heart. We aren’t your typical playground supplier, our playgrounds are 100% designed and manufactured in Australia and are 100% recyclable. We proudly utilise Australian made equipment for our play structures, this ensures a high quality standard. Should a fault occur, your downtime will be minimal as we have all parts on shelf. Goplay designs and constructs specialized playground equipment for hotels, resorts, clubs, pubs, food chains and more. We create spaces that encourage guests to book accommodation that accommodates a play space to keep the kids entertained while mum and dad relax. Our playgrounds are designed specifically for your space. We spend a considerable amount of time on your design to ensure you get the best return from your investment. That’s

right, our playgrounds are an asset and advertised correctly will make a return on your investment immediately. You’ll never see two playgrounds the same! We have a range of themes and colour palettes to choose from while we are also able to create custom graphic panels to suit your décor and incorporate your logo to match your branding. From freestanding panels, to toddler cubbies, to custom slides, to the all inclusive units, we would love to work with you to help boost your business and encourage more families to spend time at your establishment.

Case Study: Gregory Hills Hotel Opened early 2021, Gregory Hills Hotel offers a destination playground for all families to enjoy. The brief was to design a play space that wows and impresses. This is what Goplay delivered. This colourful and striking structure offers 6 freestanding climbing towers that allows plenty of space for kids to run and weave around. These towers connect with 6 hovering crawl tube tunnels. There are 4 different slides through this immense structure, including a fun bendy helix slide and 2 pods geared with steering wheels where kids

As the sun sets over Gregory Hills, this impressive structure lights up the hotel with an amazing multi colour LED glow, a must see for all families to experience. The evolution of LED technology has given us the opportunity to incorporate lighting into our playgrounds. Gregory Hills at night provides an immersive experience and creates ambience within the entire hotel. Our colour changing LED lighting creates a whole world of adventure as kids find new aspects of play. Does green mean the aliens are here? Does blue mean you are under water? Is the volcano erupting as you play under the red light? Gregory Hills Hotel has since had a plethora of wonderful reviews from families who have had the chance to experience this amazing playground. “We went yesterday and the kids loved it. We actually got to sit and talk whilst they played. When we left my eldest (6) said it was the greatest place he had ever eaten dinner!” – Lisa. Goplay has had the incredible opportunity to work on a range of wonderful, exciting projects. Gregory Hills Hotel was a particularly exciting design to watch come to life and hand over to the new owners for it’s journey to begin as an engaging and wonderful play arena. Contact us today and speak with our experienced sales and design team about what you would like to see in your soon to be amazing new play space. We will walk you through the process and come up with something specially tailored just for you. If you would like a friendly chat or free quote, please call 03 9308 1800 or visit www.goplay.net.au.

AccomNews - Winter 2021

GUEST FACILITIES

GOPLAY COMMERCIAL PLAYGROUNDS Goplay make the impossible, possible.

Australia’s most trusted commercial playground equipment supplier. A family owned and operated company that know kids, have kids and are kids at heart. Goplay designs and constructs specialized playground equipment for hotels, resorts, clubs, pubs, food chains, schools and more.

DESIGNED AND MANUFACTURED IN AUSTRALIA

www.goplay.net.au

P +61 3 9308 1800

Lifesfun@goplay.net.au

Vending machines A happy guest is a returning guest, and one of the biggest comebacks happening in the accommodation industry is the return of the vending machine...

By Grantlee Kieza, Industry Reporter

Every hotel guest has been in the situation of wanting a late-night drink or snack. The hotel might not have 24-hour room service and you’re too tired to go out hunting for a nocturnal feed. The hotel that has a vending machine glowing like a lighthouse for a stranded sailor will make for a contented stay. When guests are staying at a hotel, they expect creature comforts, beyond a clean bed and an array of TV channels. Accommodation providers can realise a number of benefits from putting a vending machine into their property. Some hotels even have one on every floor. Even if it isn’t after hours and the hotel restaurant is still open, some travellers want to keep it simple with a can of drink and a packet of chips as they settle down to relax. Vending machines provide an instant hit of satisfaction but their suppliers have also adapted to customer tastes over time and increasingly offer selections of healthier snacks too. Guests have pantries at home

AccomNews - Winter 2021

Moët & Chandon champagne vending machines now decorate the lobbies, and five-star properties around the world are taking notice. that they can raid if they have the midnight munchies, and the hotel vending machine gives them that inexpensive creature comfort. Vending machines can also give hotel staff a break. Late night hotel staff can have a tough time with other responsibilities. Vending machines mean they can leave that part of the guest experience (the late-night food demands) to automation. And for workers manning a front desk in the wee hours of the morning, a vending machine can often give them the boost to soldier on, coping with whatever problems might arise on the graveyard shift. While vending machines, normally convey a sense of detachment rather than hospitality they can be the hotel-keeper’s silent friend at any hour of the day. And that’s why they are becoming popular again at even the most luxurious establishments.

Some vending machines are geared to dispense high-end drinks such as small bottles of wine and champagne and that has allowed some hotels to dispense with minibars, with significant cost-saving on perishable items. The vending machines can therefore offer an additional revenue stream with minimal overheads – as guests simply pay by card. Strategically located machines can keep guests’ money in the hotel and reduce pressure on front-desk staff, and depending on the items offered, they can be a 24/7 shop for fraction of the cost. These days vending machines provide everything from COVID protective masks, and hand sanitiser, to toothpaste, hot meals and salads, protein bars, disposable razors, USBs, phone chargers, nicotine patches and the old favourites, the chocolate bars and chips. At the Ritz-Carlton hotels in

FOOD & BEVERAGE

New Orleans, Louisiana and Naples, Florida, Moët & Chandon champagne vending machines now decorate the lobbies, and five-star properties around the world are taking notice. Vending machines are easy to install, they’re extremely inexpensive (sometimes they’re even free) and most customers love them. Installing cashless vending machines meets the needs of safety and sanitisation while reducing the cost of staff to sell product over a counter. Kellie Werder is the National Engagement Manager of Provender Australia, a provider of vending machine solutions. She confirmed that demand for touchless equipment, healthier choices, and non-food products in vending machines has soared. She explained: “Technology is developing rapidly with mobile phone apps that can access the machines, allowing users to browse through products and view nutritional value before purchase. “Contactless payments are prevalent, and most machines now come with tap-and-go payments, Apple Pay or Android Pay electronic wallets, utilising near-field communication (NFC) technology that enables the exchange of data between readers and payment devices.

deliver for hotels

“Smart fridge technology also paves the way to provide a wide range of convenient, healthy and nutritious vending options.”

meal to their employees. On latest trends Kellie said: “The latest technologies allow vending machines to be highly versatile with combination machines that are fully customisable to suit specific needs.

On non- consumable vending machines, the possibilities are endless suggests Kellie, “you can find everything from travel accessories, souvenirs to amenities”.

“Accommodation providers can select from a range of products to be included in each machine, which are then configured to vend in whichever way to meet guest requirements best."

She explained: “Vending machines have the flexibility to be configured to dispense a wide selection of non-food items. The following are popular with accommodation providers: personal hygiene products, socks and slippers, batteries, phone chargers and cords and even disposable masks in light of the recent pandemic.” Kellie also revealed other conveniences of vending machines. She said: “They can be accessed with a room card, PIN or fob key and this makes data recording easy. For owners this makes it simpler to incentivise or reward guests with free vends or include them in their stay package. “They are also a perfect solution to replacing a guest room mini-bar, while still providing guests with

"As a result, higher guest satisfaction means repeat visitors, and hotel owners can tailor their machines to follow changes in demand and trends without overstocking mini bars, leading to costly stock wastage."

Image courtesy of Provender

24/7 convenience but with an even more extensive range of goods. “In addition to cold drinks and snacks, there is a growing trend of offering healthy meals, baristaquality hot coffee, and nutritious snacks for both staff and guests. Fresh meals are stored at around

3 degrees Celsius, and machines can contain a built-in microwave ensuring the availability of quality meals throughout the day and night. This significantly cuts costs by replacing staff canteens, while allowing hotel owners to offer a fully or partly subsidised

FOOD & BEVERAGE

Finally, on cost she said: “There is often no cost to the accommodation business for installing vending machines onsite. Consultation, delivery, installation, and maintenance are included free of charge, with a percentage (or commission) of revenue generated by the machines going back to the lessor. “However, there may be a 12-month leasing contract that can be renewed annually.”

AccomNews - Winter 2021

High speed

internet with Jeff Rhode, Director at Liveport

By Mandy Clarke, Editor

Nothing exasperates a guest more than a s-l-o-w internet connection and wifi that is next to useless. Here is a Q&A with Jeff Rhode, asking the big connectivity questions to help you provide fast and consistent wifi to all your guests throughout your whole property. What is considered ‘high speed’ and how can managers ensure reliability? By today’s standards, high-speed wifi is considered to be at least 25 Mbps for downloading and a minimum of 3 Mbps for uploading.

Certainly, the age of a property’s network infrastructure plays a decisive role in ensuring reliability. However before making any updates to a property’s network, hotels should first always identify a provider that is willing and able to perform a fully comprehensive onsite wifi survey ahead of any purchase. With the use of heat maps, properties can instantly determine the areas where wifi coverage is sufficiently strong and fast, along with identifying areas that need improvement. Once a survey is complete, professional planning equipment can then be used to identify exactly what hardware is needed and where it needs to be installed in order to achieve intended results.

How can managers get a high-quality service to every areas across their property? Regardless of onsite location, a property’s wifi network quality often comes down to effective bandwidth resource management, with the number of users and type of online activity potentially leading to fluctuations in performance. To circumvent this issue, hoteliers should look to more advanced gateway platforms that can automatically re-assign bandwidth based on usage. This allows properties to shape their online traffic by curtailing excessive use and ensuring that each guest receives their fair share of available bandwidth. For events such as conferences, additional bandwidth can also be re-assigned to specific event areas for a pre-determined time in order to cover the spike in usage.

Strata Solutions: How can revenue streams be increased? Modern networks can now offer a range of revenue-earning opportunities while providing end-users with enhanced value. This can include offering access to higher speeds with an added fee. For guests seeking added online security, options also exist to create their own VPN connection for increased value. Even a property’s network login page offers opportunities to grow revenue streams. With virtually every guest visiting the login page at least once during their stay, hotels are provided with an ideal portal where they can promote offerings and ensure high rates of visibility.

AccomNews - Winter 2021

TECHNOLOGY

Can customisation enhance user experience? A hotel’s network should be able to be customised based on an individual’s specific needs to ensure complete satisfaction. This can include offering higher speeds or greater security as previously mentioned, or it can also include the configuring of email inbox settings to ensure that messages are able to be sent and received over the property’s network. A hotel can receive a multitude of these personalised requests and to prevent onsite staff from being pulled away from other responsibilities. It is essential to work with a provider offering support that is instantly available to address such customisation needs the moment they arise.

What is the hardware/ infrastructure requirements to ensure high-speed wireless internet across the whole property? To ensure the fastest speeds and highest quality, it is now standard practice for properties to ensure that each wifi access point (AP) has its own dedicated Ethernet cable connection. Once commonly located in hotel corridors, AP installations have also since shifted towards being implemented in individual guestrooms. While installing APs in each guestroom or every second room is the ideal scenario to ensure that all guests receive a strong and fast signal, it is not always mandatory. Providers can sometimes work with a property based on their current infrastructure to identify a more cost-effective

upgrade strategy that still meets with guest expectations. However, what should never be negotiable is the quality of network hardware that a property decides to use if they truly want high-speed service. Entry level network equipment is cheap for a reason, and while you may save on costs initially, your business ultimately pays for it in terms of significantly reduced speeds, unpredictable performance, dissatisfied guests and a resulting dent to your hotel’s reputation. Hotels also need to consider that cheaper networks also lead to more IT labour costs due to the need for more maintenance. There’s also the likelihood that such network hardware comes with poor warranty coverage, if any.

may depend on current infrastructure capabilities, project goals or hotel brand standards.

Tell us about any new tech being introduced to the industry? More and more technologies are becoming integrated within the accommodation industry, and this is especially the case when it comes to online connectivity. As a result of the widespread preference by guests for personalized in-room entertainment and content streaming, increasing

numbers of network providers are offering streaming/ casting platforms in addition to their traditional services. However, hoteliers need to exercise caution when considering whether they should adopt these solutions as many are designed for consumer homes and are not ideal for hotel environments. This can include a lack of easeof-use as well as data security and privacy concerns that many guests may feel when entering sensitive login information. Fortunately, hoteliers now have options to implement more

For this reason, Liveport always recommends that hotels stick with trusted industry brands such as Ruckus, Aruba and Meraki.

advanced platforms that take unique hotel environment needs into account. These can sidestep the need for guests to enter-in login details altogether, while also preventing content from being inadvertently transmitted to televisions located in other guestrooms. With a purpose-built hotel streaming solution also comes the potential to provide guests with added value and convenience. For example, and in addition to casting, a hospitality-tailored solution can also be used to provide guests with instant access to hotel information along with the ability to request amenities from the comfort of their room. This can not only boost satisfaction rates but can also significantly assist a hotel with implementing social distancing practices.

Reputable hardware providers can also leave open the opportunity to later seamlessly add OTT products to a network without complications.

Solutions can even come with a virtualised remote feature accessible by personal device to minimize shared surface exposure.

What brands a hotel should ultimately select, however,

TECHNOLOGY

AccomNews - Winter 2021

The sky's the limit for connectivity SpaceX’s Starlink

With close to 90 percent of homes and businesses across Australia now connected to the nbn, it may be time to look at what else is on offer to run your guest wifi system. It was an exciting time when in 2017 the nbn started to heavily roll out its services around Australia. Most of our customers around Australia are now connected in one way or another to the nbn to run their guest wifi systems. Whether it is Fibre to the Node (FTTN), Fibre to the Premise (FTTP), Fibre to the Building (FTTB), Hybrid Fibre Coaxial (HFC), Fixed Wireless or nbn satellite services, most are connected. However, we still have a few struggling along with ADSL connections or very slow nbn connections as the nbn offering to their location is substandard, particularly remote areas. This is proving very frustrating to them and their guests wanting to access fast and reliable wifi when staying with them and there hasn’t been any real solution until now. We’ve also had to run guest wifi systems at some sites on multiple nbn connections to ensure that there is enough bandwidth to go around to service the load. One site has six nbn 100/40Mbps connections! Most of these nbn connections are using the old Telstra copper cable that is susceptible to faults and attenuation which impact the actual throughput speed and reliability of the service. nbn is also a contended service (slows down during busy times) as it is shared by other users on the copper, so it can get congested from time to time affecting available bandwidth. The knock-on affect is slow wifi and complaining guests.

I think most of you would have heard of Elon Musk. If you haven’t he is the early stage investor, CEO, and Product Architect of Tesla and the founder, CEO, and Chief Engineer at SpaceX. SpaceX is leveraging its experience in building rockets and spacecraft to deploy the world’s most advanced high-speed, low latency broadband internet system, called Starlink.

Judy Senn Director, Time Out Internet

Let’s start with nbn Fibre. The nbn has launched the nbn Business Fibre Initiative. Basically, it is nbn Fibre which was typically only available in capital city centres. You no longer have to pay for the laying of the Fibre from the node to your complex, the nbn are allowing Internet Service Providers to do this and the nbn absorb the cost. This means that regional areas can now increase their capacity at metropolitan prices. nbn has created up to 240 nbn Business Fibre Zones nationally which includes 85 regional centres. With wifi becoming as important as running water and electricity to guests, and guests relying on wifi to work at your complex or home school if required, the demands for fast and reliable wifi are increasing. Fibre is reliable and scalable, and it is easy to increase speeds/ bandwidth as required. It is also uncontended, so you get what you pay for. Fast and reliable internet! More bang for your buck!

This is a game changer, particularly for remote and regional areas that rely on nbn Satellite or nbn Fixed Wireless services for the internet connections. Both have their limitations and can be problematic with speed and data caps. Starlink are hoping to have near global coverage of the populated world by the end of 2021, beginning of 2022. There are country regulatory approvals required, so hopefully Australia will be quick to approve. It is currently running in beta in eleven countries and if you have been one of the lucky beta testers, you can see speeds from 50Mbps to 150Mbps and latency from 20ms to 40ms in most locations. Latency is the time it takes to send data from one point to the next. Being beta, it is still a patchy service due to more satellites needing to be deployed but as they deploy more satellites and set up more ground stations, these speeds will improve dramatically, and the service will become more robust. Currently there are 1,800 satellites.

Fibre connections have always been available in some areas, however, the nbn was charging the end user, you, to run the Fibre from the node to the complex and the costs to do so were extremely cost prohibitive, particularly in regional areas. The exciting news is there are two new internet offerings. One available now, nbn Fibre and one not too far off, SpaceX’s Starlink.

AccomNews - Winter 2021

TECHNOLOGY

I am in a Starlink forum, and some US users are getting up to 250Mbps in areas that they have had no internet service previously! You can sign up for this service now; however, there is a waiting list. They take a small deposit upon signing up. When the service is available to your site, you purchase a Starlink kit ($809 AUS) which comprises of a user dish terminal nicknamed “Dishy McFlatface”, a wifi router, power supply, cables and mounting tripod; everything you need to get online. You need a clear view of the sky to connect. Unlimited monthly data plans are $139. Very reasonable considering most 100/40Mbps nbn plans with unlimited data are a $100 to $150 per month. I mentioned at the beginning of this article that I have a complex that has a very slow nbn connection. nbn has confirmed that this site will never get above 25Mbps due to where they are located and the node they are connected to. This makes a fast and reliable guest wifi system very difficult for this complex. Starlink will be the perfect solution for them and I have encouraged them to get on the waiting list. The neighbouring complex to them, where we also have our guest wifi system, can easily get 100/40Mbps because they connect to a different node! Give your guests what they want – fast, reliable wifi.

PRIVATE CLOUD

Time for a great night's sleep and extra $$$ in your pocket By Sylvia Johnston, HiRum Software Solutions and Robert Marsden, Addictive Technology Solutions

The actual dollar savings are also substantial. On-premise computing can cost as much as $3,000 per year, per user, whereas a private cloud should cost approximately one-third of this; improving the bottom line of your business whilst improving the end solution.

I am certain every savvy business owner is constantly on the lookout for ways to save costs in their business but without increasing their risks or losing productivity. Most hear that moving to the “Cloud’ is the answer, without fully understanding what cloud truly is. Many don’t understand what it really brings to their business and how clouds themselves vary dramatically, in the same way, real clouds do. It’s time to demystify the cloud and highlight the only safe cloud solution you can introduce to your business, private cloud. Cloud is simply a term used to indicate that the software you use lives somewhere other than on a computer in your office. Essentially it lives on someone else’s computer, in a data centre, somewhere in the world. This computer may in turn be managed by a completely different company to the company you have engaged to provide the relevant product and services. This means you really don’t know where your critical business data lives, who looks after it, who keeps it secure and who could possibly gain access to it without your knowledge. A “Private Cloud” eliminates all of this uncertainty and enables you to benefit from the cost savings it brings, whilst

providing an even higher level of security over any other cloud solution on the market today. Moving to a private cloud reduces most of the technical cost of having efficient hardware in your office to run your daily operations. It is fully maintained by the vendor, who also takes care of all the maintenance for you. They install the latest critical software updates, include the best anti-virus on the market, implement firewalls for you as an extra line of defence and ensure your back-ups are completed daily. They also provide a secure connection for you to access your data and system from any device, anywhere, whenever you need to.

For business owners the benefits of moving to a private cloud are immeasurable. Operating as if everything is on-site wherever you are, whilst having access to the best IT professionals whose core business is data protection, is invaluable, especially to those in the hospitality industry. Knowing someone else is looking after all the security needed to keep your PC clean from viruses and malware, ensures that all backups are also protected to a completely different level. Sleepless nights become a thing of the past and the high-ticket cost when your own computer decides to have a melt-down disappears forever.

TECHNOLOGY

It’s important not to confuse private cloud with self-promoted cloud or browser based software solutions, especially in the hospitality space. These should be avoided at all costs as they in essence place your data in a giant cloud along with many other customers. Your data shares space with other businesses, increasing the attractiveness to online hackers and phishers. Especially if you are tied into one specific browser such as Google Cloud is just one example. If you engage with a solution that has no choice of where it can reside, essentially you are reliant on that platform operating as expected. If it goes down for any reason, then you have nowhere to turn until it comes back online, rather like a power cut to your electricity supply. In the meantime, customer service suffers, as does your business, through no fault of your own. Private cloud ensures business continuity no matter what, priceless for any business and the only option if you truly want to reduce your costs whilst simultaneously improving your security, operations and business mobility. AccomNews - Winter 2021

INVISIBLE INNOVATION WITH SALTO ÆLEMENT FUSION ELECTRONIC LOCK Security, efficiency and design are all essential aspects of access control in the highly competitive hospitality sector. Ælement Fusion is an electronic lock with a sleek reader accentuated by an interactive light ring that illuminates when access credentials are presented, providing a minimalistic design that blends with any hotel décor. Ælement Fusion incorporates SALTO’s stand-alone, battery powered electronic lock and technology, SVN data-on-card and advanced BLUEnet wireless technology with online, real-time capabilities — all without using wires. Equipped with RFID and NFC, as well as BLE, this allows guests and staff to use their smartphone as a key.

P 03 8683 9782 E hospitality.au@saltosystems.com W www.hospitality.saltosystems.com

SALTO Systems

UNIQUE BBQ HOOD ENHANCES COOKING EXPERIENCE The unique Christie barbecue hood protects the cooking surface and remains cool to the touch at all times. The sleek, curved design lets you cook with the hood closed, trapping heat and flavour and improving cooking efficiency by up to 25%. Like all Christie products, it is designed for ease of use and ultimate durability. For a limited time, you will receive a 10% discount on the price of a barbecue hood when purchased in combination with one of Christie’s award-winning CC2 electric or gas barbecue cooktops. The oﬀer is valid on orders placed and dispatched before August 31. Find out more at www.dachristie.com/documents/bbq-hood and quote Accom21 to receive your discount.

Christie Barbecues

03 9708 2999

sales@dachristie.com

www.dachristie.com

DO YOU SEE WHAT I SEE? 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. FEATURE #1, 4mm thick aluminum stem. ADVANTAGE, No rust means you wont be throwing the base out in 12 months. FEATURE #2, A full circumference thread on the stem connecting to the base meaning 55mm of contact point. ADVANTAGE, Not just a single bolt so it wont loosen, wobble and snap off. FEATURE #3, 25kgs of concrete, ADVANTAGE, Its heavy and wont rust, FEATURE #4, Roller Wheels, ADVANTAGE, Ease of movement with 37 Years of experience in the resort industry means we know what to look for.

Daydream Leisure Furniture

AccomNews - Winter 2021

WHAT’S HOT

07 5493 4277

sales@daydreamleisure.com.au

www.daydreamleisure.com.au

IN-STOCK PREMIUM FURNITURE PACKAGE

The Ocean Drive furniture package is made specifically for commercial hospitality operators, using durable high pressure laminates, commercialgrade fabric by Warwick and comes assembled ready for installation straight into the apartments. These premium 16-peice furniture packages are available for next-day dispatch, in contemporary finishes to suit most modern venues. Or they can be custom-made to order to reflect your own design and package requirements. Priced from just $4999+gst, this package will provide a fast return on investment to operators.

C E

Turn Key Furniture Solutions

sales@turnkeyfurniture.com.au

03 8568 3611

www.turnkeyfurniture.com.au

CREATE A LUXURIOUS SANCTUARY FOR YOUR GUESTS

Unplug from your busy life and reconnect with nature through the restorative power of our Australian environment. With 100% Australian botanical extracts of Kakadu Plum and Kangaroo Apple extract, Ideology is an unrivalled bath and body collection created with a unique and on-trend fragrance. Designed to be a clean and sophisticated scent, the spicy and woody base notes leave a lingering feeling of comfort. Ideology’s signature formulation, presented in distinctive packaging offers your valued guest a luxurious sanctuary where there is time for everything.

P 03 9580 9977 E ausupport@internationalhotel.com W www.internationalhotelsupply.com.au

International Hotel Supply Company

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.

Mainlinen

07 5437 8544

www.mainlinen.com

CLEAN UP WITH COMAC VISPA 35

The Vispa 35 is the floor scrubber that has revolutionized cleaning operations in small and congested areas. Replacing manual cleaning systems, floors are scrubbed and left dry in a single passage, meaning they are immediately safe to walk on. The Vispa 35 is suitable for maintenance cleaning of floors up to 1000 sqm. Adjustable handlebars (height and tilt) for guaranteed comfort. Automatic brush and squeegee adjustment system for any floor type. On-board battery charger, connects to any common electricity socket. Stop & Go: when the machine is temporarily idle, the solution flow is paused, and the brushes are halted to optimize consumption and reduce waste.

Godfreys Corporate

P W

WHAT’S HOT

1800 815 270

corporate@godfreys.com.au

www.godfreys.com.au

AccomNews - Winter 2021

Preferred Supplier Programme

BED SPREADS & BED COVERING PRODUCTS

AIR CONDITIONING

assisting the industry For over twenty ﬁve 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 2021

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

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

remote The Ultima II remote gives you more control over your air conditioners.

ELECTRICAL APPLIANCES

Programmed for you to save you money!

thermocontrols.com.au Save time... Do it Online...

The sign of an Industry Specialist

Your Hotel TV and Digital Signage Specialist

BEDS & BEDDING

ISO 9001:2015

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

the

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

Quality Certified AU1135-QC

FURNITURE MANUFACTURERS OF QUALITY BEDDING QUALITY WITHOUT COMPROMISE FACTORY DIRECT PRICES

• Delivering the highest standard of product designed to give long life and superior comfort • Two sided mattresses used across the entire commercial bedding range • We use only the best quality fire retardant fabrics and foams which also include pest resistant treatments, as well as conforming to Australian standards Sunshine Coast ph 07 5446 7541 Cairns ph 07 4032 5133 sales@themattresscompany.com.au www.themattresscompany.com.au

PREFERRED SUPPLIER DIRECTORY

Save time... Do it Online... www.accomnews.com.au/ business-directory

FURNITURE - OUTDOOR

Suppliers of Quality Commercial Outdoor Furniture & Accessories • New Chairs • Tables • Sun Lounges • Umbrellas • Cushions & Accessories • Prompt Service Guaranteed REPAIRS - RESLINGS AND SUPPLY OF REPLACEMENT SLINGS TO P.V.C AND ALUMINIUM OUTDOOR FURNITURE

0418 765 257

www.casualfurniture.com.au

coastalcasualoutdoors@gmail.com

GUEST ENTERTAINMENT SYSTEMS

INSURANCE

Table • Kitchen Bed & Bath Linen

Providing IPTV, Google Chromecast streaming, WiFi & touchless technology.

1800 4 LINEN (54636)

honeybadger.tech

PAINTERS & DECORATORS

SYDNEY SALES OFFICE:

sales@bevmartin.com.au

www.bevmartin.com.au

HOTEL, MOTEL & RESORT SUPPLIES

VISIT OUR SHOWROOM AT: Unit 4, No. 2 Cnr Captain Cook Drive and Kendor St, Arundel, QLD

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

Hotel Products Direct SUPPLYING ALL TYPES OF COMMERCIAL QUALITY FURNITURE, UMBRELLAS & SUNBEDS

COMMERCIAL GRADE HOSPITALITY LINEN

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

Phone: 1300 651 355

LOCALLY-OWNED FOR OVER 25 YEARS

www.hotelproductsdirect.com.au

Ph 5520 1256

LARGE INVENTORY FOR FAST DELIVERY

www.anppainting.com.au

AUSTRALIA WIDE BEST PRICES

SECURITY SYSTEMS &/OR CONSULTANTS

QBCC Lic No 1050861 NSW Lic No 179886C

info@kudosfurniture.com.au

A U S T R A L I A

W I D E

LINEN &/or LINEN GOODS

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277

Save time... Do it Online...

Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

The sign of an Industry Specialist

www.daydreamleisure.com.au

www.accomnews.com.au/ business-directory

sales@daydreamleisure.com.au

Australia’s Leading Hotel Bedding Suppliers

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

07 5437 8544 info@mainlinen.com

Reward your best suppliers by nominating them for the Preferred Supplier Programme.

They’ll thank you for it! Simply send their details with a short testimonial to: psp@resortpublishing.com.au or call 07 5440 5322

PREFERRED SUPPLIER DIRECTORY

AccomNews - Winter 2021