Accom News, Summer 2022 by Multimedia AU/NZ

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The essential industry guide

Issue 78 | Summer 2022 | AUD $16.50 incl GST | accomnews.com.au

1cloud platform, 5 guest engaging products TV - Cast - Mobile - Signage - Internet

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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 summer issue Front Desk _________________________________ Editor's Note: When you know better, you can do better ........ 05

Industry ___________________________________

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TAA Voice: Staying positive in the unknown ................................ 06

Disclaimer

AHA Voice: Hospitality skills shortage – not a new issue ......... 10

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. © 2022 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.

CIAA Voice: Insurance the greatest threat to viability of the caravan sector .............................................................................. 08 AA Voice: Christmas and New Year produce positive results ........................................................................ 09

AA Voice: Ground zero is an opportunity to rebuild and refine tourism export industry .....................................................11

Management ______________________________ Exclusive Interview – Kerry Williams: Accessible accom mission goes viral ............................................... 12

Marketing _________________________________ Five trends to help hoteliers speed their recovery in 2022 ......20 5 ways to use your guest data for smart marketing ....................22

Refurbishment _____________________________ Multi-million dollar refurbishment 'next level' ...............................24 Insider's take on outdoor furniture ....................................................27 Wow factor revitalises bars and restaurants ..................................32 Show your balconies and balustrades constant love.................36

Technology ________________________________ Pty Limited

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

EDITOR Mandy Clarke, editor@accomnews.com.au

INDUSTRY REPORTER Grantlee Kieza & Mike Parker-Brown

SERVICE Gavin Bill, service@accomnews.com.au CONTRIBUTORS Michael Johnson, Stuart Lamont, Richard Munro, Stephen Ferguson, Peter Shelley, Tracy Dong and Sylvia Johnston.

Commercially funded supplier profile or supplier case study 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 - Summer 2022

Casting & streaming: What you need to know ............................. 50

Guest Facilities ____________________________ Commercial BBQs: A guest facility every

Activities to keep kids guessing are a parent’s blessing ...........52 We have lift off: A weighty problem solved ....................................54

Cool, clean water is always a hit ......................................................... 56

Housekeeping _____________________________ Coming clean can boost revenue.......................................................58 The greatest housekeeping fails of all time ....................................62 Hotel bed presentation design trends 2022 .................................. 64

Human Resources __________________________ Hospitality Education: Pathways to success ................................ 66

KEY Supplier information or content

Q&A: Wifi solutions for the accom industry ...................................44

property should provide ......................................................................... 51

PRODUCTION Richard McGill, production@accomnews.com.au ADVERTISING Joe Clarke, j.clarke@accomnews.com.au Dee Dawson, d.dawson@accomnews.com.au

Mask noise, make waves and wow guests ......................................38

66 FRONT DESK

Safety & Security ___________________________ A lost key is one of life’s most frustrating conundrums............ 68 Q&A: Key management with Michael Benikos

What’s Hot ............................................ 72 Preferred Supplier Directory................... 74

Welcome to 2022 and its first issue of Accom News.

mouth is’. One way to change the status quo is to ‘check’ our attitudes towards disability and inclusion. Inspired by my interview with Kerry Williams from Accessible Accommodation, I reflected on ways our industry can change its attitude for the better.

We have a bumper edition for you, covering everything from barbeques and bedding to acoustic control, and our much-anticipated 2022 Guide to accommodation guest room entertainment technologies. I love words - fortunate, as writing is my job! Written or spoken, words make an impact and are memory-making, which is why it’s important to ‘choose your words wisely’. Over the years, I’ve banked quotes to help me reflect, and to share with you. A favourite is John Keating’s: "No matter what anybody tells you, words and ideas can change the world.” In this edition, we share some words from ATEC’s Peter Shelley, whose column hits home. He describes our industry as

Mandy Clarke, Editor editor@accomnews.com.au “Ground Zero” and says there is an opportunity now to rebuild and refine. COVID, he suggests, has given us a chance to unburden ourselves of any “legacy” and build an ethical, sustainable industry for the future. This is exciting talk. Change is always possible and there are many ways to build a better, brighter future but we need action too, and we need leaders to ‘put one’s money where one’s

First and foremost, when talking about disability, we should use the right language and educate ourselves if we don’t know what that language is - for those wondering, ‘people with disabilities’ is generally preferred. Second, we have a huge staffing crisis and workers with disabilities are too often discriminated against. If you are not looking to employ people with disabilities, and pay them equitably, you are missing out on a highly capable talent pool. Research also shows staff morale and happiness increases when a more inclusive and positive

organisational culture is created. In her interview Kerry shares with us a litany of reasons why accom providers should also prioritise guests with disabilities. Only the savviest of operators recognise the financial benefits to making their business more accessible.

EDITOR’S NOTE

When you know better, you can do better

Recently, Dylan Alcott was named Australian of the Year. Dylan is a 31-year-old athlete, Paralympian, philanthropist, commentator, and advocate, he has amassed incredible achievements in both sport and disability awareness work. He urged non-disabled people to “challenge your unconscious biases, your negative perceptions and lift your expectation of what you think people with disability can do”. So, with these powerful words in mind, let’s do better and push forward into 2022! Cheers, Mandy.

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Dennis Clark MDIA Hotel Interiors

www.hotelinteriors.com.au info@hotelinteriors.com.au | 1300 876 055 FRONT DESK

AccomNews - Summer 2022

TAA VOICE

Staying positive in the unknown For the last two years, I have started this first column with something along the lines of “last year our industry was decimated, but this year things are really going to turn around”. I am an optimist at heart, but even I cannot go out on a limb to deliver a glass-half full prediction for the coming year. We are only two weeks into 2022 and it’s already abundantly clear we are again in unknown territory. As an industry, and as a country, we are all wandering around in the unknown. As I write, rates of new daily COVID 19 infections are hovering above 100,000 nationally despite widespread vaccinations. Hospitalisations and deaths seem to be increasing. Our two biggest markets, NSW and Victoria, are again the hardest hit but Queensland, South Australia and the ACT are experiencing caseloads well above anything recorded in the last two years. Most troubling for our industry is the loss of confidence in the travelling public. Confidence seemed to roar back in the weeks before Christmas, particularly as NSW and Victoria hit vaccination goals and emerged from extended lock downs. Hotels have had some good weeks, particularly in popular holiday destinations in NSW, Queensland and Victoria, and New Year’s Eve numbers in the nation’s CBD hotels weren’t too bad. Western Australia was steady on the back of domestic travel but its isolationist stance and virtually restriction free run has meant occupancy there has been down, but consistent for the last two years. But as Omicron took hold, our

AccomNews - Summer 2022

Michael Johnson CEO, Tourism Accommodation Australia ©Myst - stock.adobe.com

members in the rest of the country, especially those in major CBDs are once again facing cancellations and a decrease in demand in what should be peak season. On top of the drop in demand, are crippling issues with staffing. Hotels were already short staffed, trying to fill the gaps left by industry attrition, absence of working holiday makers and international students, then staff began to get sick and those around them forced to isolate. Many of our member hotels were forced to scale back operations, close rooms and turn back business at a time it is sorely needed, because they simply don’t have the staff to cope. But if we manage to take a step back there is something to be optimistic about amidst the chaos. For over two years now our ability to trade has been hampered by government restrictions, the unpredictability of state and territory government decisions on borders and multiple, longrunning lockdowns. The ironic part of the Omicron variant outbreak is that while the rate of infections across the nation are at the worst levels since the pandemic began, conditions for trade are actually the best they have been since February 2020. If Western Australia opens its border in February, for the first time in a long time

The most important support our hotels need in the coming months is certainty for our domestic travelling market Australia will be one country. People will be free to travel and move freely throughout the nation without borders for the first time in two years. No city in any state or territory is in any form of lockdown, and the promise from National Cabinet is that we will not go down that path again. While capacity limits and mask mandates remain in some states, on the whole the industry nationwide is as free from government induced trade restrictions as it has been in years. If the Omicron wave begins to subside, which we trust it will, we are poised to bounce back. There is still a lot of unknowns with conferencing and corporate travel for quarter one, but members are reporting strong bookings for quarters two, three and four. There is still a long way to go for hotels, particularly those which overwhelmingly rely on international tourism, who will

INDUSTRY

be struggling to survive until the international border is reopened for tourists. Even when the international border fully reopens there will be a lag between reopening and attracting back overseas guests including leisure, corporate and conferencing. The most important support our hotels need in the coming months is certainty for our domestic travelling market. It will be critical in the way federal, state and territory governments respond to new COVID-19 variants - in relation to borders, restrictions, international travel and quarantine requirements. As well as the effective roll out and implementation of the vaccination and vaccine booster program. And it is also essential that support measures are still provided to hotels which will continue to be negatively impacted well beyond the lifting of restrictions as business events, cruising and international conferences and events take time to recover.

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AccomNews - Summer 2022

CIAA VOICE

Insurance the greatest threat to viability of the caravan sector Caravan parks have had their fair share of struggles over the last two years. Bushfires, ﬂoods, cyclones and issues stemming from COVID-19 such as staff shortages and border closures have created a capricious operating environment for these businesses, and the ripples of these events and other factors have affected a park’s ability to obtain insurance. The insurance market globally across all sectors has been decimated. Mass event and travel cancellations, health pressures and large numbers of extreme weather events across the globe has led to insurers taking a conservative approach to risk. Australia’s caravan park industry risks becoming severe collateral damage amidst this overarching insurance crisis. With several key insurers announcing they will no longer provide insurance policies for caravan parks and, should a park be able to find an insurer that will cover their business; they can expect to pay crippling premiums and find major exclusions in their policy (such as cyclone cover or certain facilities in their parks). Caravan Industry Association of Australia estimates that this will acutely impact half of all caravan parks in Australia in the next twelve months, potentially leaving large swathes of the industry uninsured, seriously under-insured, or in many cases commercially unviable due to the potential financial risk.

excluding amusement, leisure, and recreation facilities from their policies – deeming them as ‘high risk’. This includes but is not limited to jumping pillows, water slides, swimming pools and flying foxes. No win no fee lawyers have created an increasingly litigious environment, and with the common advice of insurance companies to settle out of court rather than contest, the validity of claims is rarely tested.

Stuart Lamont CEO, Caravan Industry Association of Australia

commonly deemed as vulnerable to natural disasters. However, this is often not the reality, during the 2019/2020 bushfires, there were around 150 parks in bushfire zones, yet only one park was significantly damaged. As insurers and underwriting agencies reassess risk, they perceive business classes with a large ‘total sum insured’ as higher risk. This treatment as a class rather than on an individual basis has seen even parks outside of recognised hazard zones experience steep premium increases, in some cases over 300 percent.

Many contemporary parks have heavily invested in these desirable amenities only to be now faced with the choice of closing these facilities, passing on the extraordinary premium costs to the consumer, severely downsizing their staff or simply shutting up shop. Caravan parks also invest heavily in risk mitigation measures for these amenities including adding more staff, becoming accredited or installing CCTV and additional signage. One caravan park, who invested $1.5M building a water slide pool area has been one of the lucky few to secure insurance.

In addition to the aforementioned issues, obtaining public liability insurance that covers all areas of a park has become near impossible for some. With the rise of ‘trip and fall’ public liability claims being made, fuelled by the aggressive ‘no win no fee’ litigation model, insurers are either exponentially increasing their premiums or

However, the park and the water slide are now held under separate policies despite having a first-class operational plan and risk management procedure in place, and the cost of these premiums keep growing at an alarming rate. So much so that they are considering reducing their staff significantly to keep the park profitable.

How did this happen? Australia in particular, has faced an onslaught of severe weather events over the last ten years that has led to large numbers of business and personal property claims. Caravan parks are largely located in regional and rural areas and many are in coastal or forested areas; thus, are

AccomNews - Summer 2022

©creativenature.nl - stock.adobe.com

INDUSTRY

Caravan Industry Association of Australia is calling on state and federal governments to look at several key reforms to radically restructure insurance in the tourism industry. This includes: •

Liability for personal injury being subject to statutory caps (the ‘New Zealand model’).

•

Progress development of a National Insurance Injury Scheme (which was recommended by Productivity Commission in 2011).

•

Where there is only one or no insurers left in a professional indemnity market, the federal government should provide an insurance scheme of last resort for small business.

•

An expansion of the Federal government’s proposed ‘Reinsurance Pool’ for cyclones and flood (currently in Draft) including: coverage expanded to $10M total sum insured (from $5M), the damage period extended from 48 hours to at least 96 hours from when a cyclone ends (to cover storm surge and subsequent damaging conditions), and a requirement for insurance companies to provide 60 calendar days’ notice for a renewal refusal, premium increases above 15 percent, or changes in exclusions or excesses, together with a statement providing reasons for the change and any specific modifications that a business can make to continue their insurance or reduce premiums, exclusions and excesses.

Insurance is fundamental to conduct business and is approaching a tipping point. To continue to evolve the visitor economy, reform is required. While caravan parks are currently in the firing line of insurers; this will not be the last sector to be impacted by a tightening market.

The Christmas break was a tough one for the industry with borders in some states opening just prior to the Christmas and New Year period after severe lockdowns, which led to another labour crisis due to close contacts. This came on top of an already huge issue which is a shortage of staff to run our businesses. The constant changing rules for this pandemic have been hard enough to deal with but country wide shortages of personnel resulted in cancellations across the sector. With many properties experiencing acute shortfalls

AA VOICE

Christmas and New Year produce positive results NYE was a standout night with the overall Sydney market recording an incredible $729.34 ADR Richard Munro

CEO, Accommodation Australia

in culinary, housekeeping and front office staff, it really was an uphill battle to even accommodate the demand for leisure accommodation. We are however a resilient industry and one particular highlight for the break was the positive results for NYE in Sydney, Brisbane and Melbourne,

AS5

according to our Market 8 report, our member publication. NYE was a standout night with the overall Sydney market recording an incredible $729.34 ADR - the highest recorded for a single night in two years, and Sydney recorded its highest RevPar in 12 months of $119.90 for December. Gold Coast had a solid revpar of $171.30 led by an ADR of $300.60 and many other leisure destinations saw strong demand from a weary public looking to take a break out of a very difficult 2021.

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The GAPPA, the latest labour initiative on top of the many programs in place to source more staff for the industry had its first registration and we are confident that the GAPPA will be a hit for school leavers that would have traditionally headed overseas, with 10 months of secured work with our members. If you want to be included in this or many other programs, contact the Association for a discussion on how we can assist your business.

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AccomNews - Summer 2022

AHA VOICE

Hospitality skills shortage: not a new issue Anybody who has run a hotel in the last decade knows getting and retaining skilled staff has been a problem for a long time. But in the last two years the global pandemic has created a unique set of conditions that has made the problem worsen ten-fold.

As soon as the pandemic started, we began to lose international students, working holiday makers and temporary skilled visa holders. These workers were the backbone of our industry, and they left the country and were unable to return and unable to be replaced. Before the pandemic almost 400,000 international students and 250,000 Working Holiday

There is a pool of retired people out there and many older workers who lost jobs during the pandemic and these people have the ‘soft skills’ needed Stephen Ferguson CEO, Australian Hotels Association

Makers (WHM) were employed each year in Australia and many of them worked in pubs, hotels and restaurants across the country. As restrictions and rolling lockdowns began to bite deeper we began to lose local workers as well. Many of these were long-term, valued and skilled employees and

they left our industry altogether to find alternative employment in industries less exposed to the impacts of COVID. The shortage of workers across the country hampered our recovery late last year when things began to open up again. Hotels in the country simply couldn’t get chefs, cooks and bar staff. Many had to close bistros, reduce hours or shut on certain days. In the city things weren’t much better. Big accommodation hotels did not have enough housekeeping staff to clean rooms daily and many pubs had to run with skeleton staff and reduce hours at a time they sorely needed revenue.

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And then Omicron arrived. Within weeks thousands of our staff were either off sick or isolating and short-staffed hotels were left with no option but to close. There are more than 100,000 positions vacant across the hospitality sector at present and there is no single, quick way to fix the problem. But the new federal government scheme to give a rebate to fully vaccinated student and WHM visa holders if they return soon is a step in the right direction. WHMs arriving in Australia over the next 12 weeks will be eligible for a $495 refund on visa applications and those in critical sectors will be able to work additional hours.

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AccomNews - Summer 2022

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INDUSTRY

will receive a refund of $630 on their visa application fee. Last year the federal government acted to assist the hospitality industry including, adding chefs added to the Priority Migration Skilled Occupation List (PMSOL), permitted international students to work more than 40 hours per fortnight, listed hospitality as a critical sector for the purposes of the subclass 408 Temporary Activity Visa, allowing working holiday makers to work for the same employer for more than six months in rural and remote areas. Australia is in a global competition for international students and WHMs and anything that can increase our competitiveness is welcomed. There are currently around 150,000 student and 23,500 WHM visa holders offshore and anything that can bring them back faster, in a safe way, is good for our industry and the country. Overseas help is only part of the solution and AHA has also been targeting mature workers to help fill the skills gap. There is a pool of retired people out there and many older workers who lost jobs during the pandemic and these people have the ‘soft skills’ needed to work in a pub. They are reliable, hard-working, and mature, and we need their help. The federal government has made some changes to the pension so retirees can work and not lose benefits, and the AHA is in discussions on more changes to help encourage more mature aged people into the industry.

to rebuild and refine tourism export industry Very few Australian businesses would say they found sustainable opportunities over the past 18 months. Lockdowns have decimated businesses nationwide and COVID has changed the landscape of our tourism industry forever. As we slowly start to see state and international borders open and begin to re-engage with travel as we once knew it, there is an opportunity ahead of us to create a future more reflective of the values of a post-COVID society. In a world where the tourism industry has been unburdened by its legacy, we now have a chance to become the industry of the future. One where we have considered input into its size, its purpose and its ethical dimensions. The Australian inbound tourism industry evolved in a relatively organic fashion, with most businesses building off the back of a significant growth in global international travel. When ATEC was formed 50 years ago, it was a collection of inbound tourism operators who saw a need to find a more collaborative approach to enable visitors to see Australia in a coordinated, accessible and successful way.

Peter Shelley Managing Director, Australian Tourism Export Council

The industry inched forward, finding solutions as it evolved and working together to connect tourism businesses to ensure the smooth travel of visitors arriving on our shores. In their collaboration they developed stronger marketing strategies, a more cohesive flow between transport, experiences and accommodation with the primary focus being placed on attracting numbers and spend. This resulted in some key questions evolving prepandemic of how do we become an industry with our foundations firmly focused in sustainability - commercial, environmental and social sustainability in the form of community acceptance of the benefits of tourism. Back in 2019, we could see we were about to face challenges of social license and the impact that tourism was having on local communities, while trying

to balance the positives of the economic contribution tourism made to our regions against maintaining and preserving the unique Australian experience. Like so much of our world, COVID bought what was under consideration to a grinding halt. Now as we begin the long rebuild of our industry, we have an opportunity to redefine what we want and need this industry to be. We effectively have a ground zero, but with the advantage of knowing what we know from 50 years of experience in establishing a valuable tourism export industry we need to ask the question - what we can do better, and what do we want to achieve - along with meeting the priorities and expectations of a post-COVID traveller. The Federal Government’s THRIVE 2030 strategy for tourism’s recovery has outlined some of the major issues facing the industry as we reopen for business including some of the issues ATEC has been highlighting for many years. These include the significant deficit in our workforce which will be critical to the success of tourism’s recovery, the need for our governments to work cooperatively in rebuilding our industry, a collaborative focus to marketing and aviation strategies, visas and renewed product offerings. These are all cogs in the wheel which we need

to align in order to maximise our industry’s successful recovery.

AA VOICE

Ground zero is an opportunity As this strategy takes form, ATEC sees its development as a critical opportunity for our industry to work with the government to define its future and build a framework that makes us knowledgeable, innovative, dynamic, nimble, future focused and relevant. We believe sustainability needs to be at the core of this plan and this includes environmental, social and business sustainability along with addressing long overdue considerations of yield over volume. We also need to recognise and fully embrace our strengths which include our incredible offerings across regional Australia including our world-renowned indigenous heritage and the scores of authentic Australian experiences which can work to shine a light on, celebrate and ensure form part of any future product offering. 2020 should be seen not just as a new year or a point of hope for a way out from our COVID predicament, but as a new beginning for Australia’s tourism industry. One where we get to define what we want for the next 50 years - a rare opportunity which we need to grab, in a collaborative way, with both hands!

INDUSTRY

AccomNews - Summer 2022

Exclusive Interview: Kerry Williams

Accessible accom mission goes viral By Mandy Clarke, Editor

With a sales and marketing background, a passion for renovating properties, and a love for travel, Kerry Williams decided to launch a powerful website for people with disabilities who want to access and book holiday, leisure, or respite accommodation. Talking exclusively with Accom News this issue, Kerry explains how the online world she created aims to promote improved quality of life for Australians living with disabilities, while also filling rooms for accommodation providers. Kerry founded both disabilityfriendly website, Accessible Accommodation as well as its sister website, Accessible Experiences. Like many other great business start-up ideas, this one came from a very personal experience. It was on a trip to Tasmania with her mum, Barbie that Kerry was inspired to challenge old ways of thinking. She explained: “My mum has a physical disability, and when we travel, I am her holiday

AccomNews - Summer 2022

QUALIFIED Peace Of Mind

carer. Before our trip, I thought I had thoroughly researched the holiday rental property to ensure it would accommodate my mum’s physical challenges. However, it was not as accessible as it claimed and, upon arrival, we were disappointed to find that the shower was not accessible. “But Barbie is a trooper, and she didn’t make a fuss, instead she settled for just a wash, throughout the holiday. I found this experience upsetting. I hated that my wonderful mum suffered this embarrassment, she is everything to me and should never have to compromise! “This was a light bulb moment and I set out to make a change because I didn’t want anyone else to have such negative experiences, after all a holiday should be a stressfree time of relaxation.” When Kerry returned home to Victoria, she modified plans for the holiday rental property she had been building in Barwon Heads and made sure it was fully accessible. While managing this holiday property, her business idea emerged… “Our accommodation was very popular with guests with

Kerry Williams with her mother Barbie

disabilities, and they would ask us to recommend other accessible properties. This led to a Facebook group and then we developed the idea of

MANAGEMENT

a website that only featured accessible accommodations. We created a portal where all the research and hard work was already done by us.”

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Fast forward to today, where the incredibly helpful and innovative Accessible Accommodation website has grown. It not only gives travellers with disabilities the ability to search for a holiday property that is perfectly suited to their individual needs, but to also make an online booking, just like an online travel agency. More recently, the portal also includes accommodation that offers short to medium term stays and respite accommodation. With experience of being both a carer and an accommodation provider Kerry has a unique perspective in our industry. During COVID, she recognised the urgent need for people with disabilities to book accessible accommodation for medium-term stays.

accommodation is sought. Kerry revealed: “Do you know that many NDIS participants have up to 28 days respite available to them? They are keen to book accommodation, but NDIS only pays on departure, which puts many operators off. To resolve this, our booking service can secure payments and, in some cases, pay the accommodation in advance. “There are other times when people with newly acquired disabilities may want to stay somewhere from between three to six months while their home is being modified.”

Kerry has identified huge opportunities for the sector to market accessible accommodation to people with disabilities, but she suggests fear is holding operators back. She said: “The main worry is that rooms aren’t good enough and this will lead to bad reviews. It is because many operators do not fully understand disability or even what accessibility means. But when you consider that 19 percent of people in Australia have a disability and 40 percent of those also travel with carers or support workers (resulting in more than one room being booked) operators

“Many operators consider their accessible room as a ‘token gesture’ or even a ‘last resort’ – a room for people without disabilities when other rooms are fully booked. I want to flip this mindset. I point out that when a person with a disability books a room, it is likely that the total occupancy level of the entire property may also increase. “Also, remember the growing number of cashed up baby boomers are also seeking the convenience of easy access and a step free shower. It just makes good business sense to make the most of your accessible facilities and to market them well.” The number of people with disabilities who use this portal has grown exponentially and their glowing reviews reveal how much they trust Accessible Accommodation.

She explained: “Due to the pandemic, many people with disabilities needed to move from their home environment to isolate and stay safe, for instance their household may have included a frontline worker or someone who tested positive for COVID. We approached some popular brand hotels where there was less than 10 percent occupancy at that time and we organised medium term stays in their accessible rooms. This worked brilliantly, it was a win-win for everyone.”

are losing out on an incredible business opportunity.

For accommodation providers wanting to join they are required to answer a detailed questionnaire giving essential accessibility information, but this also saves them booking and reservation time in the long run.

There are many other instances when accessible

The Accessible Group booking administrators

AccomNews - Summer 2022

MANAGEMENT

Until Accessible Accommodation came along travellers with disabilities complained of being faced with inaccurate or incomplete information from hotel websites and OTAs.

Qualiﬁed: Big 4 adventure Whitsunday Resort

Now Kerry says her aim is for Australia and New Zealand to be the best accessible destinations globally. “Currently there is no regulation in tourism accommodation for accessibility (only building codes) and therefore Accessible Accommodation has created a three-tiered accessible qualified program. Providers don’t need to meet all three tiers, because not everyone is a wheelchair user.

But we can match people with all sorts of different needs to the most suitable accommodation.” Kerry would like to see all operators take the step to audit the accessibility of their accommodation.

For Accom News readers, she offers some simple accessibility tips:

She says it doesn’t have to cost the earth to provide simple accessible solutions and she provides a consulting service for properties applying for grants,

use it to get around your property, this will quickly reveal just how accessible it really is. It might be the best $30 you ever spent.

renovations, and new builds. For an existing property wanting to list with the website, she can also provide feedback.

•

Walk around your property to identify any steps, even small lips.

•

Hire a wheelchair and

•

Take accessibility equipment out of storage so that it can be used. Some accommodations have a swimming pool hoist hidden away in a shed, get it out and leave it near the pool ready for use.

Kerry has identified huge opportunities for the sector to market accessible accommodation to people with disabilities, but she suggests fear is holding operators back The Crowne Plaza Darling Harbour has great examples of good accessible bathrooms

MANAGEMENT

AccomNews - Summer 2022

Kerry's mother Barbie

•

A simple furniture declutter throughout your property or in your accessible guest room may be all that is required. If your bathroom or shower is not step free there may be some simple inexpensive solutions (from a local hardware store) that do not require any expensive building work. If you are designing an accessible bathroom it doesn’t need to look like a hospital facility. The best feedback from guests comes from a bathroom with beautiful tiles, a frameless open shower and classy grabrails.

What’s next for Kerry? “I am working to get all tourism bodies to embrace our three-

AccomNews - Summer 2022

tiered rating system as there is no real regulation for the tourism industry,” she said. “I will continue to strive to challenge attitudes. People with disabilities are just like any other guests. I want to educate the industry that they don’t need to treat anyone as ‘disabled’, and there is no extra work other than to provide a good customer service. “It is important for managers to ask all guests about their accommodation experience and ask what they would like to see improved. Guests with disabilities want to be heard just like every other guest and they will appreciate genuine interest. “Educating the industry is vital and we are launching an e-learning module in February that anyone can sign up for.” Finally, Kerry reminded us: “Disability doesn’t discriminate, it can happen to anyone.” MANAGEMENT

Kerry and husband Grant Williams

Enhancing your guests’ experience right at their ﬁngertips As a hotel, resort or accommodation venue, you’re always trying to find ways to improve every guest’s experience. When they enjoy their time with you, they tell others and come back. Unfortunately, however, the hospitality industry can often feel a bit two-dimensional – even transactional at times. To stand out, you need to provide guests with a more comprehensive experience full of engagement, convenience and impeccable service. But how? You just have to look at what everyone carries around: their phones. Technology presents an opportunity to really WOW guests. Today, your customers rarely read

What is Orana Stay? Orana Stay is your digital welcome guide and info resource for guests in the form of an app. It can be sent easily to all your visitors through a link and downloaded right onto their phones.

the useful information on the pamphlets you provide them. But they do constantly look for this information on their phones. If you could bring convenient and entertaining information right to their screens, they’d love you from booking to checkin, check-out and beyond. So, how do you bring your property and their phones together? The ultimate hospitality partner: Orana Stay.

Your Orana Stay app can contain practical information on everything your guests need, including facilities, schedules, menus, attractions, maps and events, to COVID safety information. This empowers your guests with all the answers they need to have the fantastic experience they deserve.

Why Orana Stay? Your guests are likely to choose you again if they have an amazing experience. Orana Stay is purposedesigned for hospitality businesses like yours, so you can offer more value to your guests that they’ll

MANAGEMENT

truly appreciate. Through Orana Stay, you can promote local areas to visit, dining venues to try, activities to do and local stores to check out. Furthermore, all your hotel’s latest timetables, guidelines and reminders are just a tap away during their stay. It also updates in real-time, so they’ll always have the latest events, menus and information.

Do you want to enhance your guests’ experience? Orana Stay enables you to personalise their experience, easily. You can effectively communicate with guests, collect feedback and create excitement. Our team will help you tailor the platform to your brand so you and your guests can experience the benefits of Orana Stay. Reach out to us today for a free demo so you can see it in action for yourself.

AccomNews - Summer 2022

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Opal Cove Resort, Coffs Harbour, NSW The Golden Chain EXPO22 will provide attendees with extensive information, workshops, discussions and networking events along with entertainment and fantastic activities. This really is a must do on the business calendar and one you simply cannot miss. There isn’t a better opportunity to enjoy Coffs Harbour and take away vital tools to develop your business further and protect your investment.

For more information contact Tony Smith on 0467 677 713 or email tony.smith@goldenchain.com.au

Five trends to help hoteliers speed their recovery in 2022 Anyone who tells you they can accurately predict the future of the hotel market in Australia is stretching the truth. After all, in the last two years the hotel sector has fundamentally changed, the way people work has changed, customer behaviour has changed and even the way people hold meetings has changed. Some of these changes may be temporary, and some may last forever. Nobody knows for certain. Yet, while no one truly knows what this year has in store for Australian hoteliers, there are a number of trends emerging which owners can use as opportunities to help plan for the future. Here are five trends hoteliers should be aware of to support their business recovery through 2022.

Data will be key to understanding the customer, personalising their journey Hoteliers need to understand demand drivers of travellers today, so they can personalise and proactively influence revenue opportunities throughout the customer journey. Those hoteliers who don’t take this approach risk business, with research showing 81 percent of hotel customers would be willing to switch their loyalty for a more personalised experience. Understanding the customer begins at the dreaming stage - 60 percent of travellers feel brands should tailor their information based on personal preferences or past behaviours right from the beginning. And in order to better understand guest desires, the ability to build an accurate picture of their behaviour based on data is key.

Tracy Dong Principal Industry Consultant, IDeaS

Investment to focus on budget areas that deliver a return

recovery. When assessing a hotel’s technology stack, there is a need to understand what is actually important. A property management system (PMS) is a fundamental tool for hotels and an automated revenue management system (RMS) has become just as critical. And with the increases in productivity and profits an RMS can help deliver, these systems often provide a more immediate return on investment compared with longer term renovation projects.

Reconnecting with previous guests

Traditionally when looking to reposition a property and make it more attractive to potential customers, hoteliers would consider undertaking renovation work.

As more people resume travel in 2022, hotels should reconnect and target previous guests directly, such as with an enticing offer speaking to their desires.

A renovation offers the potential for more aggressive pricing, changed segmentation and should include a new forecast methodology as a result of the impact in relation to the hotel’s new market position and competitive set. However, largescale property renovations are extremely costly exercises at a time when capital may be harder to access then before. Hoteliers considering renovations need to ask if the investment into updating a property will deliver a return in an acceptable timeframe. While maintaining the physical appearance of a property is important for guest satisfaction, a hotel’s digital infrastructure is just as critical in attracting the right guest, at the right time, for the right price and supporting long-term business

Email marketing allows hotels to communicate with their previous guests at specific times throughout the customer journey, such as prior to arrival, during their stay and after checking out. Additionally, hotels have valuable insights (and data) on their past guest’s transactions, which means they can send specific messaging to these individuals (e.g., promote welcome-back packages, outline the hotel’s COVID-19 cleaning and safety protocols, and provide special offers and incentives that help generate ancillary revenue) to drive more profitable direct bookings and avoid having to rely on costly online travel agencies to support occupancy.

F&B revenues will become more important In the past, hoteliers have failed to realise their full revenue potential

AccomNews - Summer 2022

A more in-depth approach to business forecasting across F&B and other areas of a hotel can lead to improved portfolio performance, as total revenue forecasting makes it easier for managers to sell a true picture of business operations and opportunities to investors and owners, allowing for a growth in portfolio.

Silos will break down, information to be shared Hotel departments have historically operated independently from one another, with different priorities, technology platforms and performance metrics. And yet decisions in one department can directly impact another. 2022 will see a move towards breaking down silos and encouraging collaboration; not only the organisational barriers between departments, but also ensuring the data that sits in a hotel’s various systems is widely shared. Digital technologies produce a tremendous amount of information for hospitality companies, but how to consolidate data from sales, marketing, reservations, and revenue management becomes the inevitable challenge all hoteliers must face. With clean, accurate data, hotels can isolate and understand their cost of sale, ascertaining which is effective and profitable business. When departments align and data and market intelligence is shared, staff have a clearer idea of which strategic business opportunities to pursue, negotiate or decline.

Data from booking channels, room-type preferences, dining choices, spa bookings and loyalty programs can help hoteliers better understand their guests so more tailored packages can be developed that inspire return business.

through food and beverage (F&B) operations due to the complex nature of running in-room dining, restaurants, catering and meetings/events activities simultaneously. Which is alarming, considering F&B can account for up to 50 percent of some hotels’ revenue, if not more. However, through applying advanced revenue management techniques to F&B forecasting, hotels can improve planning and menu engineering, optimise pricing and revenue and streamline the forecasting process.

MARKETING

Streamline Your Analysis and Reporting See how IDeaS Optix™ uncovers trends and revenue performance across multiple properties

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5 ways to use your guest data for smart marketing Now that you have that data here are 5 ways to utilise it

When it comes to hotel or accommodation management, the most important item after revenue is data. In this current day and age this might not be surprising, but are you using your data to maximise occupancy, increase revenue and improve your guest experience? First things first, who actually owns your guest data? You? Or a third party? Guest bookings can drop into your hotel or accommodation business in a multitude of ways; from direct bookings, OTA, GDS, metasearch, wholesale and more. Whilst having a third-party strategy is healthy and necessary to complement your direct booking strategy, are you relying too heavily on third parties? Are you perhaps missing out on valuable data that they’re collecting from your guests and which they’re not sharing with you? After you determine what data you own, you need to focus on growing your data capture as this will give you a bigger “data pool” to work with.

Third-party conversion strategy (data growing) As we mentioned earlier, you’ll most likely have a split of direct and thirdparty bookings. Your third-party bookings don’t allow you to own the guest data, even though they are your guest, staying at your property. The data from these guests belongs to the booking channel through which the guest made their reservation.

AccomNews - Summer 2022

Studies have shown that loyal guests stay longer and pay more. So, ensure you’re turning every guest into a loyal guest and make their stay memorable, for all the right reasons. As important as data is, the guest experience will retain the guests. Sylvia Johnston Senior Executive HiRUM Software Solutions

So how can you obtain that data? There are a few ways to convert third-party data to direct data, one of which is at the time of check-in. When the guest fills out the registration form, ask them whether they would like to join your mailing list by using a check box on the form. If they have opted-in to the mailing list, you can then add them to your database.

Here are 5 ways you can utilise that data to retain guests: 1.

Remarketing: During quiet periods you can use your past-guest data and send them an enticing offer to stay again. As it’s to a Closed User Group (CUG), your offer can be as sharp as you want it to be, as it’s not advertised publicly on other distribution channels

Guest Experience: Use your data to find out personalised information about your guests to improve their experience with you. Are they a red wine drinker? Include a voucher for a glass of red for them on check-in. have you noticed that they always book an entry-level mountain view room? Upgrade them to the next room type FOC as a value add. Do they like to eat out, dine in or use the spa facilities? Create specialised offers to appeal to them specifically, and in turn encourage them to book direct. Keep in mind guest experience begins from the moment they book with you and you begin communicating with them

Geotargeting: Geo what? You can use your data to see the location your guests are coming from in order to maximise your marketing spend.

Another method is to implement a thirdparty conversion strategy to make sure your guests see how appealing it is to book directly with you next time. This could be as simple as a direct-booking best-price promise, through a value-add or anything else that convinces the guest that booking direct with you is more appealing than using a third-party. This will result in you owning the guest data from the point of booking rather than when they arrive at your property. Get creative, have fun and remember beating a third-party price by offering value adds isn’t discounting your rate, it’s saving you from paying commissions.

MARKETING

Are most of your guests coming to you from a ‘drive market’, within a one-to-three-hour drive? Then stop wasting money on interstate or international advertising, and instead focus on building your base business by increasing your marketing spend in this area 4.

Maximise Revenue with Trends: Does your historical data show trends that you can use to forecast and maximise occupancy and revenue? For example, what is your average booking window? Use this information to strategically plan campaigns or offers to your CUG. Is your average length of stay (ALOS) short stay or long stay, greater than 7 days? What can you do to extend short stay bookings? Look at historical data when a large event is coming to town and use it to help you set the right rate to maximise your occupancy and revenue. Was it a sell-out event last year? Did you fill early on, due to demand? Then you can probably afford to lift your rates even earlier again this year Guest Sentiment: Data doesn’t have to be all numbers and stats. Online reviews can be a love/hate relationship with accommodation providers. However, outside of responding to the reviews, the best way to tackle them is to use the reviews to your

advantage. Use the positive ones to understand why guests come to you (view/service/location and so on) and maximise on this. Share these great reviews on your social channels. Even the negative ones are valuable, use this information and understand your guest sentiment - if the slow wifi repeatedly gets mentioned, it’s time to look at your wifi to improve guest experience. Cleanliness or service letting you down? Collate the information and use the data to improve your property and service. To guarantee you are getting the most out of your data, it is important that you are using the right soft ware for your business.

MARKETING

Ensuring that all your soft ware is integrated seamlessly, preferably all built by the one provider, will give you cleaner and more qualified data to work with. Using add on products through various providers will only provide a basic outcome. Whereas using tailored products built from the get-go to work cohesively as one, will always ensure you have total control over your business. Data can be overwhelming and daunting, but it is invaluable to your business as it enables you to deliver strategic and smart marketing. Take on-board what the data is showing you and use it to your benefit, to always be one step ahead of your competitors.

AccomNews - Summer 2022

Ramada Resort by Wyndham Phillip Island:

Multi-million dollar refurbishment 'next level'

Deluxe Deck

Grand Patio

By Grantlee Kieza, Industry Reporter

After its multimilliondollar refurbishment, Ramada Resort by Wyndham Phillip Island is sporting a fresh contemporary look, brand new accommodation offerings, a restaurant and bar, plus a host of onsite activities. The resort re-opened in Spring 2021 and the resort’s general manager, Michael Armour is proud to deliver, what he describes as “exceptional and memorable guest experiences.” Known for its idyllic location nestled in nature on 65-acres of beautiful Victorian bushland, Ramada Resort by Wyndham Phillip Island has been under Wyndham Destinations management since 2012. The multi-million refurbishment came as part of a scheduled refresh timed to take place every five to seven years, inspiration for which was focused on complementing the resort’s native Australian landscaped gardens and crushed gravel

AccomNews - Summer 2022

villas have certainly been elevated to a whole new level of style and sophistication.” Aspects of the resort’s state-ofthe-art design and technology include the installation of new Smart TVs in 170 villas offering in-room entertainment, highspeed NBN internet and smart TV options including Chromecast.

Children's Pool

paths to reflect the striking natural beauty of Phillip Island. The property re-opened its doors just last October following the completion of a “transformative” $7.5 million refurbishment which at the time provided a significant boost to the local economy with approximately 80 percent of the tradespeople employed either residents of the island or hailing from the surrounding areas.

Finalised right on cue for Victoria’s long awaited ‘re-opening’ following a gruelling series of COVID-induced lockdowns, the two-year long refurbishment has seen the renovation of 137 studio, two and three-bedroom villas accommodation and the addition of new Deluxe and Grand villas. A delighted Mr Armour revealed: “Guests and Club Wyndham members have been thrilled with the transformation. The

Images courtesy of Ramada Resort by Wyndham Phillip Island

REFURBISHMENT

The resort also recently introduced a virtual holiday helper resort app with which guests can access a virtual compendium by scanning a QR code as well as order meals and beverages, request more towels, find out itinerary ideas and much more. The resort’s restaurant too has undergone a major make over, a sleek fit-out and upgrade for the freshly evolved ‘Flametrees’, coming complete with a new extensive menu to satisfy the most discerning of gastronomic tastes, a wine list brimful of the state’s finest productions, a cocktail bar, and fireside dining offering what Mr Armour describes “enhanced culinary experiences in a relaxed setting.” Onsite facilities also include a gym, sauna, indoor and outdoor spa, two outdoor swimming pools, a children’s wading pool, electric bikes, games room, three tennis courts, and a children’s playground.

Specialising in Design, Development, and Integration of Guest-Facing Technology.

Flametrees Restaurant

And, as a nod to Phillip Island’s nearby world-famous circuit, Ramada Resort by Wyndham Phillip Island has acquired pedal karts and has converted a walking trail into a mini grand prix track. Accessed by resort guests and members of Club Wyndham South Pacific vacation club, the resort also plays host to an exceptional range of facilities along with conference and events spaces. The resort’s ongoing focus on sustainability has received a boost too, with workshops on offer where guests can make nesting boxes for native wildlife. New

signage educates guests about local flora and fauna, and petrol vans used by staff have now been replaced with electric carts. In addition to these, the resort has, among many other initiatives, eliminated the majority of plastic and paper collateral with a digital in-room experience, reduced its paper consumption by 81 percent at corporate offices with employees encouraged to go paperless, replaced all plastic biros at resorts and corporate offices with sustainable wheat straw pens, and introduced energy-efficient lighting.

With over 20,000 solutions deployed globally, the team at Lifestylepanel (LSP) will be able to find the right solution to meet your business needs.

www.lif e style pa n el. com 77 Logistics Place, Larapinta QLD 4110 Australia

07 3164 1100

Proud suppliers of custom furniture solutions to Ramada Resort Phillip Island • Guestroom Furniture • Living Room Furniture • Dining Furniture • Banqueting Furniture • Outdoor Furniture • Custom Lighting Contact us today with your own furniture project requirements turnkeyfurniture.com.au

sales@turnkeyfurniture.com.au REFURBISHMENT

03 8568 3611 AccomNews - Summer 2022

Turn Key delivers unusual resort furnishing concept Turn Key was approached by the Wyndham project management team to assist with the unique requirements of the Ramada Resort by Wyndham Phillip Island refurbishment. Turn Key has been designing and manufacturing furniture in Australia and overseas for over 25 years, and their experience was required in developing the concept for this resort, and to ensure it would be fit-for-use, within budget, and delivered in a fully assembled format. The unusual installation requirements of this busy resort needed to take into account, not only the resort’s remote location but the placement of the villas, that are spread across a large area. This project was led by Jamie Glaister the Managing Director of Turn Key Furniture, in collaboration with the senior project management team at Wyndham Resorts. In typical fashion for a project of this nature and size, Turn Key produced a full prototype suite of furniture that was delivered direct to the resort for a short-term trial in a fully

AccomNews - Summer 2022

refurbished apartment prior to going into production for the project rollout. The completed prototype apartment allowed for the finer details of finishes and dimensions to be tweaked to work perfectly for the resort, and allowed the numerous stakeholders in the area management team at Wyndham to better visualise and approve the overall concept in context prior to rollout to the rest of the resort. Turn Key successfully manufactured and delivered on time, over 1700 pieces of stylish, comfortable and high quality pieces of furniture for this refurbishment. Jaime told us: “We used meticulous quality control systems throughout production and prior to packing and dispatch. This ensured that we achieved a seamless and trouble-free installation.

Bulk amenities in 100 percent recycled containers will soon replace small single-use amenity bottles for soap, shampoo, conditioner and so on, in guest rooms and club apartments. As a community-conscious gesture, all furniture replaced during the refurbishment was donated to local and Melbourne charities including The Salvation Army, Phillip Island Community and Learning Centre Inc., Sacred Heart Mission, Vinnies and various other local organisations.

And Accom News asked, what about COVID-19?

“Turn Key is an ISO9001:2015 certified company. We have developed our own certified Quality Management System for hospitality furniture projects to ensure that quality outcomes are built into every stage of our clients' projects, large and small.”

Mr Armour told us… An important aspect of any accommodation provider’s operation in today’s environment, is to ensure it keeps all guests’ health and safety uppermost. The Ramada Resort by Wyndham Phillip Island has taken the fullest of steps to enhance and improve its overall COVID-19 safety measures, making for a wonderful resort stay while making sure the right social distancing requirements apply.

REFURBISHMENT

For guest’s peace of mind, the resort also has body temperature scanners installed throughout common areas to improve COVID-19 safety measures. The state-of-theart system detects abnormal body temperature using precision integrated Omron instrumentation measuring. Additionally, the resort has re-worked its hygiene and cleanliness procedures using hospital-grade disinfectants, regularly cleaning high-touch areas, setting out common spaces for social distancing, and making hand sanitiser and disinfectant wipes more freely available for guests. Behind the scenes, housekeeping protocols have been tightened, so staff members are kept in the same pairs throughout the day to minimise contact between different people. They conduct a visual inspection of resort apartments first, remove all dirty materials including linens and sheets, then work through apartments in zones, changing protective gloves and gear as they go.

Insider's take on

outdoor furniture

Image courtesy of Kudos Premium Outdoor Furniture

By Mandy Clarke, Editor

Is your property’s outdoor area living up to guest expectations? The pandemic has us all yearning for a change of scenery, when we can’t go far from home, we at least want to experience a lap of alfresco luxury life on our deck or balcony! When it comes to your accommodation’s outdoor spaces the pandemic also has your guests wanting

more comfort and luxury than ever before.

ensure readers are prepared.

Therefore, your outdoor furniture should reflect the luxury vacation ‘bask and breeze’ vibe they seek. For the inside take on outdoor furniture Accom News contacted some of the industry’s top outdoor furniture advisers and designers. Anyone who has tried to update their outdoor furniture lately will be aware of supply issues and delivery delays. Jason Condon, Proprietor, Daydream Leisure wants to

He says: “Right now, and for the foreseeable future, supply is restricted and protracted, if you are planning to upgrade your furnishings plan ahead to ensure you get what you want and need.” On latest design trends heading into 2022 he reveals that “resin, polypropylene or aluminium are the materials of choice”. But he says you should always make purchasing decisions based on “value for money, durability, and low maintenance’. We asked how do you achieve

longevity and durability alongside a luxurious and stylish finish? He explains: “Salt, UV and rain are harsh on any furnishings, and most accommodations have these elements in spades. Therefore, my advice is don’t buy bottom shelf, instead buy from a company with a commercial focus and experience and have a cleaning programme in place. If you are using cushions to achieve the look and style you want, try to have them under cover. If they are outside, have a plan in place for inclement weather.”

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info@kudosfurniture.com.au REFURBISHMENT

AccomNews - Summer 2022

style and feel of the colours and patterns used. Anything goes, from earthy plains to dramatic bold prints! However, we are seeing lots of orders for colour and pattern, and it is helpful to look at seasonal tones and collections that have a mixture of pattern and texture that all work well beautifully.”

According to Jason current colour and pattern trends for outdoor areas are white, anthracite or taupe, sometimes with a pop of colour. On the best materials, coatings, and cover options he says: “The best value for money, low maintenance frame option at present is resin or polypropylene, aluminium is not far behind but avoid cast aluminium. Textilene is still the material of choice for slings but there are different qualities.

Belinda’s tips for those on a limited budget: “A great way to revamp is to simply refresh your cushions. Re-cover your old ones as long as the inserts are still in good condition.”

“Cushions should be a highgrade synthetic canvas, but you also need to be aware of the zips, fill and inner linings. Make sure replacements can be procured.” What are Jason’s tips for those on a limited budget? “It’s the simple things such as tensioning fasteners or giving things a good clean. If your current furnishings are shabby and beyond that then it may be time to replace. However, I would suggest NOT going for the cheapest option if you are in a commercial environment.” What does Belinda Price Product Director, Materialised want readers to know most about outdoor furniture? “If the correct materials are used and maintained properly, you will get many years of comfort and pleasure from them. On key purchasing considerations she says: “Consider what is low maintenance, easy to keep clean and durable. Not all outdoor fabrics are created equally. Make sure the fabric is specifically designed for outdoor application. There are a few fibre types to look out for

The message from Georgina Diamantis from JND Outdoor furniture is, “look after your outdoor furniture and it will love you for it’.

Image courtesy of Daydream Leisure

that are designed specifically for outdoor use. Solution dyed acrylic (Sunbrella) and solution dyed polyolefin both give good UV outcomes. Some fabrics have a full waterproof barrier as opposed to only a water repellent finish, so make sure you check the specification closely or ask your supplier. Also make sure you check the abrasion rate on the fabric. There are two standard tests for woven upholstery abrasion resistance, also known as the rub rate: Martindale and Wyzenbeek. Both involve testing equipment which simulate the natural wear of a seat cover, culminating in a number of ‘rubs.’ The higher the number, the more resistant the material is to abrasion. “If you are creating all the cushions and bolsters, then using the correct foam is

essential. Once you are certain you are working with a quality outdoor fabric and foam, consider the type of use for the outdoor furniture being used. Make sensible choices for colour or pattern by using darker or more forgiving fabric for the seating element where there is the potential of staining.” We asked, how do you get longevity, durability and a luxurious, stylish finish? She says: “Work with a company that has done the hard work for you by selecting materials and collections that check all the boxes for quality, durability, and style.” What colours and patterns are on trend for outdoor areas in the sector? “This is a tough question because usually the location of the project or interior designer’s brief determines the

Image courtesy of Kudos Premium Outdoor Furniture

AccomNews - Summer 2022

She states: “Your outdoor facade is your customers first introduction to your establishment, so why not add colours and tones to enhance your business's style and character.” On latest design trends for outdoor furniture heading into 2022 she says: “It’s definitely Tasmanian Oak timber, it has beautiful blonde tones, with a white frame, it has a contemporary fresh vibe. A natural timber look for tabletops is also a very popular choice, adding a pop of colour using bright stackable chairs.” According to Georgina the key purchasing considerations for outdoor furnishings, should be “furniture, which is easy to move around, and lockable castor wheels are a must have for any establishment. Also consider stackable chairs that are suitable for indoor and outdoor use and are UV stabilized.” P31

Image courtesy of Daydream Leisure

REFURBISHMENT

How to work colour into your outdoor design When it comes to adding colour to your accommodation’s outdoor space, look to an expert for guidance. Celebrated for her exuberant colour palette, textile designer Sina Pearson’s complex textures and lively, accessible patterns gracefully complement one another, making your selection easy. Inspired by indoor/outdoor living, Sina Pearson’s Palm Springs Weekend Collection heralds the best of Palm Springs mid-century architecture. ll five high-performance Sunbrella Contract® fabrics are bleach cleanable, sunfast and mould and mildew resistant. The beautiful patterns feature

classic geometric shapes, linear motifs, and endless colour combinations.

Colour Palette Tips With our warm climate, stay cool with calming hues. Think herbal iced tea topped with seasonal fruits, summer colours feature fabrics in tones that soothe. Choices that offer consistency and newness are important as we look at colour to fill us with comfort and assurance. Timeless qualities are found in refined textures, while

pattern exhibits our love for lush colour and energy.

textures in bright or muted

Blue is the perfect hue for coastal summery vibes, evoking refreshing rivers, lakes, and oceans. Go for graphic pattern and an abstract mix of colours and pair these with tonal

with fresh yet lasting colour.

shades for an exterior filled

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AccomNews - Summer 2022

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prett y in the evening too.” The message from Dean Gesterkamp from Kudos Outdoor Furniture, Australia is to make sure your regular and planned outdoor furniture upgrades are included in your five-year budget plan.

She reveals that the colour and pattern trend she has seen most recently is “white with oak timber”. Her suggestions for the best materials, coatings, and cover options are “weather resistant Aluminium and the UV resistant and durable Seista which is made in Europe”.

He advises: “Last minute purchases are always rushed and can be hit and miss, so take your time and explore for the best deals and products that suit your property and guests. Getting value for your money should be the key consideration, alongside getting a product warrantee and ensuring the longevity of materials.”

Georgina’s tips for those properties on a limited budget: “Natural timber can always do with another coat of decking oil, and you can add some greenery to brighten up your outdoor space. Adding fairy lights is a simple way to make your space

He explains that longevity and durability in outdoor furnishings can be achieved with new polypropylene products and by using the synthetic weave fibre material, Textylene. He says teak and synthetic rattan also perform well in

Image courtesy of JND Outdoor Furniture

P28 We asked how do you get longevity and durability and ensure a luxurious and stylish finish? She said: “For outdoor settings hardwood timbers are a good option as well as ‘Mod’ wood which is a low maintenance composite timber. For indoor and outdoor use, I suggest molded tabletops, and a wear resistant surface which is easy to clean and heat resistant. I highly recommend ‘Made in Australia’ or ‘Made in Europe’ products for longevity and durability.”

Images courtesy of JND Outdoor Furniture

AccomNews - Summer 2022

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hospitality environments but may not be as durable. He suggests aiming for a five-year upgrade of your outdoor furniture and to consider updating the style. On current trends he recommends using light colours and patterns. He says: “Lighter colours are best suited to outdoors and patterns will hide inevitable stains. The likes of Warwick and Sunbrella offer plenty of choice.” Finally, his tip for those properties on a limited budget are to replace or add cushions and sunbed mattresses. He adds: “These items will instantly modernise and inject colour to your outdoor space. Remember that simply adding pot plants or planting border shrubs will instantly transform a space. Most importantly, don’t forget to add shade!”

Hospitality & outdoor furniture

made to suit any space From rooftop bars to alfresco dining areas, Melbourne loves a restaurant with seating in the sun. At JND Outdoor Furniture we design sleek tables, chairs, barriers, and more to style any outdoor space to perfection. We specialise in custom made outdoor furniture for Hospitality, Commercial, Home and Offices. As a specialist manufacturer of restaurants and café furniture, JND Outdoor Furniture can create an outdoor setting that suits your individual business requirements. We can fit out your space with any size tables, benches, bar stools, and more to ensure you have ample seating available that complements the look and feel of your establishment.

Our products are custom made in Australia, solid, sturdy, long lasting and made for outdoor use. We also stock a wide range of Seista exclusive and Werzalit commercial furniture which offer a variety of extremely durable and high quality indoor and outdoor seating. These products are made in Europe, come with a 5 year warranty and are specifically designed for hospitality use.

Siesta offers an extremely wide range of indoor and outdoor products, with innumerable colour and style variations.

of hotels, bars, restaurants, cafes and commercial establishments around Victoria and all over Australia.

These products come flat packed and are delivered within 5-7 days anywhere in Australia. Located in South-east Melbourne, we are a family-run business with more than a decade of experience designing and crafting exceptional outdoor furniture.

Our JND manufactured furniture comes fully assembled and can be delivered anywhere in Victoria, we also offer interstate deliveries.

Our business began as a personal project building furniture for our own backyard, and we soon realized there was a need for locally-produced, high-quality furniture for outdoor spaces.

Feel free to contact us to make an appointment to inspect our beautiful furniture range in our Braeside showroom or visit us at www.jndoutdoorfurniture.com.au

Whether you’re looking for the perfect seating for a family BBQ or have a new bar that needs beautiful benches and customerfriendly tables, we’ll get you sorted.

Seista and Werzalit have been suppliers of Hotels, Restaurants, Clubs Offices cafeterias and more for many, many, years.

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AccomNews - Summer 2022

Wow factor revitalises bars and restaurants Photo by Patrick Tomasso on Unsplash.com

By Grantlee Kieza, Industry Reporter

idea and what will make it stand out from the rest.

Bar and restaurant refurbishments can bring a new lease of life, significantly lifting revenue and increasing the enjoyment of guests.

Operators and owners need to assess their target clientele because there is no point coming up with an Arcticthemed bar beside a beach. It’s also important to analyse how much you can spend and what you can offer to attract patrons from other venues.

But planning is everything. Studies by America’s Bar and Restaurant Expo show that refurbishment of a bar can increase revenue by 20 percent or more, can increase efficiency, allowing for better service and a better guest experience, expand the reach of a property by attracting more guests and crush the opposition.

Photo by QUI NGUYEN on Unsplash.com

AccomNews - Summer 2022

Hiring interior designers and even architects can make a huge difference. Bar owners need to give guests a reason to enter and explore a new space. If patrons can see everything from the front door their curiosity is not aroused.

A successful bar, restaurant or both can be the talking point of a property and result in word-ofmouth advertising far and wide.

Compared with much of the renovation, seating is a fairly low-cost method of changing the look and feel of a space and can transform the appearance of a venue.

The advice to anyone planning a bar or restaurant refurbishment is to put together a thorough, well-considered plan. Think about the uniqueness of the

Everything from table clusters in a bar to wall angles and to ceiling heights should be designed to entice guests to stay and keep ordering.

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A cool, branded focal point inside the new space can also encourage guests to take and post selfies from there which is the best kind of free publicity. Menus, drink names, uniforms, the bar’s website, and social media channels should all be branded to help with the marketing.

Photo by Alvin Balemesa on Unsplash.com

Last but not least consider the venue’s restrooms. Get it wrong and you will turn people off. Get it right with beautiful, innovative design and clean facilities and it will be a design element guests will recall with pleasant memories before they plan a return visit. Leading design experts for bar renovations say that bartenders need to play an integral part of the actual design of the bar, as well. While builders and engineers are important to the design process, so are those pouring the drinks as they will be using and working in the space more than anyone else. It’s crucial to get the input of bar staff when deciding on the space between the front and back of the bar and how many point-of-sale locations are needed, as well as the requirements for storage, cooling lines, power outlets and even USB charging ports for patrons.

Bar owners need to give guests a reason to enter and explore a new space

Depending on budget, it’s also recommended to have a lighting designer, an audio/ visual specialist, and an acoustic specialist giving advice. Lighting placement, and ambient and spot lighting can increase or decrease guest energy, affect guest mood and comfort, and make or break a design. Though making a great first impression is vital in most walks of life, it is more so in the restaurant industry where customers pay only for good food and ambiance. Even if your restaurant has been doing a good business with fresh food, sometimes

the ambience can go stale. The right facelift can keep the business piping hot. Sometimes a questionnaire with free meals as a prize can help in extracting the best suggestions from your customers about how they want the restaurant to look. Restaurateurs can reach out to survey companies or brand management specialists for help. It’s also vital to have the ambience of the eatery reflect the cuisine – it’s no good having Mexican artefacts on the wall if you’re serving Australian prawns and fish. Remodelling projects always cost

Photo by Alvin Balemesa on Unsplash.com

AccomNews - Summer 2022

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more than initial expectations. They also reduce profits. The advice is to hire a professional if you are not experienced in planning a budget because restaurant renovation may require special considerations in regard to lighting, wiring, heating, air conditioning, painting, ventilation systems, water, parking, and many other factors. It’s also important to analyse the latest trends in the restaurant industry - what works and what doesn’t - and come up with a renovation plan that is stylish and new but also different from the competitors. Since the pandemic it is now essential to figure out how any COVID restrictions would fit into the layout of your bar and restaurant. Plan out suitable check in and ordering spaces and try to organise your environment so that it flows in a relaxed way. Look at ways for patrons to socially distance without ruining the vibe and ensure your seating plan is flexible enough to work for various sized groups who need to distance from each other. Once the work is done, let everyone know that the restaurant just underwent a renovation, through advertising, social media channels and through digital marketing campaigns such as promotional texts and emails.

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Show your balconies and balustrades constant love

By Grantlee Kieza, Industry Reporter

Balconies have featured in some of the greatest love stories of all time and none more celebrated than when Shakespeare’s Juliet climbed upon the railing outside her window to ask, ‘O Romeo, Romeo, wherefore art thou Romeo?’ But balconies and balustrades can also be dangerous. In the 11 years from 2002 to 2012, there were 936 presentations to emergency departments in Queensland resulting from falls from a balcony, and in June 2010, following the collapse of a pre-1940s deck, the Brisbane Coroner recommended occupiers of all residential

AccomNews - Summer 2022

dwellings that include a timber deck or balcony have them checked for structural integrity. Balconies and balustrades have been decorative features in accommodation properties for hundreds of years, popularised in the 1600s by the grand homes of Venice. But with their decorative qualities comes great responsibility. Unlike most other structures in a property, balconies are constantly exposed to the elements, and the integrity of the structure is always at risk. This makes regular checks and maintenance crucial. Over time, the external façade of a building can become dated and unattractive, and a facelift may be required. When planning an external refresh, it is a good idea to also make any remedial repairs to your balcony before

you start or to integrate those repairs within the overall project.

Strict rules cover balconies and balustrades in Australia.

Older properties may need restoration work to return the building as close as possible to their original condition. This may require repairs without modernising the building’s appearance – especially heritage buildings. This work can be painstaking and although modern materials and techniques may be used, the desired result is usually for the appearance of the building to remain as close to the original as possible.

Queensland law, for instance, says where a deck or balcony is one metre or higher above the ground, a balustrade – a guard or barrier that is commonly made of metal or timber bars – needs to be at least one metre high. Glass panels are also often used.

Some common causes of deterioration of balconies in both old and newer properties can include tile movement and breakage, porous grout or deteriorated grout. Waterproof membrane failure is often caused by the use of inferior products or the corrosive effects of time and pooling rainwater.

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The Australian climate batters balconies and balustrades, and they can quickly become damaged and unsafe. Older balconies can also contain hazardous asbestos. The Queensland Government’s Department of Communities, Housing and Digital Economy says it is vital to undertake routine maintenance. Termites can be lethal in timber balconies and the department says all timber construction should have a termite management system.

Wood rot occurs due to high levels of moisture, often when two pieces of timber are in contact, trapping water. Timbers exposed to the weather should be properly painted to repel water and moisture. Any areas of a balcony that are often damp should be checked immediately. Dampness can occur when pot plants without bottom plates or feet are placed on the deck or balcony. Soil and other debris should also be cleared from balconies, bearers, joists, posts or supports. If decay occurs in structural timbers the government department urges that expert advice be immediately sought to establish the implications for the structural integrity of the deck or balcony. Balustrades must have enough strength to resist forces or pressure, including strong winds, or people leaning against them. The Queensland Building and Construction Commission along with other state-based building regulators, warn anyone undertaking balcony renovations to make sure their balustrades and railings measure up.

Photo by Francesca Tosolini on Unsplash.com

Water ingress to the fabric of a building is a common issue of concern. Water can penetrate from a variety of sources, including rain or rising damp, possibly resulting from the failure of roof membranes, cavity flashings, joint sealants, damp courses or incorrect falls in roofs or external floor areas. Balcony waterproofing is a common failure and to fix, waterproofing may need to be undertaken anywhere around the balcony - the roof, wall tiling, concrete floor, planter boxes, and windows or doors. Failure in the waterproofing

membrane is the most common cause of balcony leaks, while the most common underlying cause is a lack of proper grout and sealer maintenance. Any leaks, if not repaired, can cause bigger leaks, resulting in significant damage and costly repairs. The best way to stop the waterproof membrane from failing is to have professional experts regularly check and repair any damage to the grout and sealer. The best advice is to seek an industry specialist that brings decades of knowledge, experience and remedial solution building skills to properties.

An accomplished engineer and tradesperson should be able to get to the heart of your balcony’s problems and find a solution that works well for the long term. Applying protective coatings such as epoxy and membranes is extremely important for safeguarding building structures, increasing their effective-life and reducing maintenance costs. Protective coatings can be applied to steel and other metals, brickwork, concrete and timber, and will help shield them from the harsh erosion causing effects of the elements.

Balcony & Balustrade Refurbishment Specialists External balustrading Hand rails Pool fencing and gates Balcony repairs & refurbishment

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AccomNews - Summer 2022

Mask noise, make waves

and wow guests Sound-masking to solve sound woes

By Mandy Clarke, Editor

Loudness isn’t the only noisemaking menace for accom providers to keep at bay… In order to secure guest comfort and stave off complaints, acoustic control must target noise pollution. Excessive noise is a central concern for all accommodation types, whether you manage a hotel, apartment complex, or short stay property. As anyone who’s stayed in a hotel undergoing renovations or lived in an apartment next door to road works can attest - nothing can sour your mood quite like a jackhammer. Noise can also intrude from neighbouring televisions, arguments overheard across balconies or through walls; a squeaky, loud elevator can be infuriating; the rattle of an air conditioning unit, particularly annoying. Depending on your locale, vibrations from nearby nightclubs, bars, or restaurants can persist until closing time; constant external noise from traffic or 5am rubbish bin collections can also drive complaints; as well as the aforementioned building work plaguing many of us at the moment due to the huge level of development sweeping across most Australian cities.

Pandemic noise pandemonium Amid the cacophony, accommodation operators struggle to satisfy guests and tenants who complain about disrupted sleep. With frayed nerves, many residents and guests report a lack of quality sleep that

AccomNews - Summer 2022

For Niklas, noise control should be priority number one at any accommodation business: “Because prioritising your biggest issues is simply good business, and noise is one of the top complaints within the industry.”

Niklas Moeller, Vice President, K.R. Moeller Associates

leaves them in a state of perpetual anxiety and tenants who live with ongoing noise even describing it as ‘soul-destroying’. Since the pandemic, noise is even more of an issue for tenants and guests who have been working from home or from a guest room during the day. Noise then not only interferes with sleep but livelihoods. Noise disturbance at your establishment may then lead to negative online reviews that can destroy your property’s reputation and topple future bookings. Noise complaints consistently top guest satisfaction surveys. The kicker is that noise levels don’t actually need to be that ‘high’ to cause a problem! Niklas Moeller, Vice President at K.R. Moeller Associates, which develops and manufactures sound masking technology, told us the main problem isn’t usually that noises are loud, but that the level of background noise within the guest room is so low that even low-volume noises feel disruptive. You can think of it as ‘the library effect’. TECHNOLOGY

He added: “It significantly impacts guest satisfaction, as well as a property’s reputation and profitability, but operators often struggle to find workable solutions for this problem and end up simply trying to ignore it. In order to address this persistent source of guest dissatisfaction, operators can now turn to solutions like sound masking that, while relatively new to the hospitality industry, have proven very effective in many other environments, such as commercial offices and hospital patient rooms.” Niklas explained that while an accommodation operator might direct most of their attention towards an obvious potential noise complaint like traffic or road works, it’s important to remember that any property will expose guests to numerous sound issues emanating from a variety of sources. If the conditions inside your guest rooms allow for one type of noise to be disruptive, odds are that many other sounds will begin to intrude as well. Operators often assume that noise pollution is something out of their control but there are, in fact, ways to solve acoustical challenges in new and existing buildings.

New-build noise-mitigating recommendations Niklas explained that “to address noise there are a variety of acoustical design strategies that would have to be considered for new builds”. He said: “When it comes to the interior, it generally means using the layout to keep noisier areas away from those requiring quiet, reducing the level of noise produced by sources such as mechanical equipment and, of course, following the ‘ABC Rule’ of acoustics: A:

Absorbing noises to reduce the distance over which they travel

Blocking noises from travelling in the first place (also called isolating)

Covering noises using sound masking technology

they can also be difficult to install without creating more noise or losing room nights. Depending on the noise source, options include installing new windows, doors, and acoustical sweeps, adding layers of gypsum between rooms, and replacing/fixing noise sources such as mechanical equipment. “There is also the sound masking technology, MODIO Guestroom Acoustic Control, that we have designed specifically for hotels, and it can be retrofitted at low cost, with no lost room nights.” He added: “The simplest solution is to remove the offending noise, but that isn’t always possible; for example, an operator can’t divert traffic. In these cases, other acoustical strategies must be undertaken. When it comes to noises generated outside

“While reducing, absorbing, and blocking noise only addresses specific noise sources or sound paths, sound masking works on all of them. That’s because masking works ‘at the guest’s ear’, it either completely covers up noises or reduces their disruptive impact by minimizing the amount of change the guest experiences in their acoustical conditions.”

Retrofit solutions for existing properties

the guest room, the standard approach is to increase the isolating properties of walls, windows, and doors. However, this isn’t easily done in an existing property. Ironically, it can also exacerbate acoustical issues because it not only reduces the level of unwanted noise intruding into the room, but also the background sound level within the room itself, making any remaining (even lower level) noises more apparent to occupants and guests. Despite the measures taken, guests may still describe the room as ‘noisy’. The same is often true of adding absorption and, in any case, most guest rooms already feature sufficient absorption in the form of beds, bedding, soft furnishings, window coverings and flooring. “The quickest and least disruptive solution is perhaps the least obvious to those unfamiliar with the mechanics of acoustics: address the low background sound level within the guest room. MODIO allows guests to control this aspect of their environment with the turn of a dial. You can’t get much simpler than that!”

When it comes to retrofitting treatments Niklas advised: “Although there are several acoustical solutions that can be retrofitted, most are expensive and address only particular noises or sound paths. In an operating hotel,

Images courtesy of K.R. Moeller Associates

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AccomNews - Summer 2022

Put the Work into ‘Workspitality’ During the pandemic, working from a home – a previously uncommon, yet desirable, perk – became a reality for millions of people. And although offices around the world are currently reopening, numerous organisations have declared that both remote and hybrid working arrangements are here to stay. While working from home certainly has benefits, a lot of people find themselves struggling to concentrate in their new workplace. After all, many do not have the luxury of a private work area and have had to ‘set up camp’ in kitchens, living rooms, bedrooms, and basements. They are now looking for spaces that are not only free of noise and distractions, but ones that will provide them with a greater sense of separation between their jobs and personal lives. Hotels have pivoted to meet these needs, transforming ‘WFH’ from ‘work from home’ into ‘work from hotel.’ In many respects, it is a logical shift. After all, guest rooms are already equipped with workplace amenities such as chairs, desks and internet access. These spaces also have a lot to offer from the perspective of health and safety: each has its own restroom, coffee/tea and snack bar and, in some cases, in-room fitness equipment. Several brands have launched day-pass programs offering discounted rooms during the standard 9-to-5 workweek. Some have moved beds out of – and extra seating into – rooms, which helps guests feel even more ‘at work.’ However, many properties are still missing a key element of the WFH equation. While guests are seeking environments conducive to focus work, noise remains one of the top complaints within the hospitality industry. Why do so many properties still struggle to find an effective

AccomNews - Summer 2022

Matthew Carter, K.R. Moeller Associates

solution for this problem? Because they continue using the same techniques to try to control it. Traditional methods using structure and décor do help address particular issues, but they also intensify a common underlying problem that tends to surprise those unfamiliar with the mechanics of acoustics: guest rooms have very low ambient levels of only 28 to 32 A-weighted decibels (dBA). To borrow a phrase from the automotive industry, occupants are essentially ‘going from 0 to 60’ each time there is an acoustical disturbance within these ‘pin-drop’ environments. In fact, given the low baseline level, they are easily disturbed by all kinds of noises, even those no greater than 40 dBA (to put that in context, a typical conversation is between 50 and 60 dBA). So, while adding more sound might seem to contradict the goal of reducing noise, guests can actually be made more comfortable by increasing their room’s background sound level in a controlled way, using a commercial-grade sound masking technology. Specifically designed for use in hotels, MODIO Guestroom Acoustic Control produces a continuous, soothing background sound – similar to softly blowing air – that either completely covers up noises or reduces their disruptive effect on guests by minimizes the amount of change they experience within their acoustical environment.

Steve Anderson, Development Director, Concord Hospitality Enterprises Company.

While originally developed to help guests sleep better, in this way MODIO also helps create a more effective working environment. Data collected from a wide variety of properties under the Hilton, Marriott, Fairmont, Ritz Carlton, and Dream Hotel brands show that MODIO can reduce noise complaints by up to 85% and dramatically improve guest scores for comfort and sleep. Even in properties exposed to external noises – such as highway, airport, or train traffic – MODIO has proven its effectiveness. For example, the Marriott – AC Hotel Pittsburgh Downtown experienced noise beyond previously anticipated levels when nearby train traffic changed to allow faster speed trains. In order to test the efficacy of implementing sound masking, the hotel initially implemented MODIO in a few guest rooms. After finding that occupants made far fewer complaints, the property implemented MODIO in all 134 rooms. “Cost versus benefit was 100% benefit,” said

TECHNOLOGY

MODIO can be easily attached to the back of any flat-screen TV, beneath or behind furnishings, or to a wall, either using self-adhesive tape or a bracket – meaning no lost room nights. Much like a dimmer switch, a control pad allows each guest to set the background sound level according to their personal preference or as needed to cover disturbances, giving them the ability to control their room’s acoustic ambience as they would temperature and lighting. Although ‘workspitality’ has not made up for all of the business the hospitality industry lost due to the pandemic, it is one of the areas where hotels are noticing an increase in use. The ‘workfrom-anywhere’ movement – which sees employees adopting nomadic lifestyles – is steadily rising in popularity, and as the world continues to reopen, business travelers will have new expectations for hotels. MODIO creates a more effective working environment during the day and, if they stay overnight, guests will also benefit from greatly improved sleeping conditions. Regardless of ongoing workplace trends, there is no doubt that a good night’s rest will remain a top priority!

Guests demand simple yet sophisticated media experiences Once upon a time — and not so long ago — in-room technology consisted of little more than a telephone and a TV. Fastforward to today’s digital age, especially coming out of a pandemic that reshaped the industry’s standards, and hotels are having to rethink in-room technology in a big way. “Guests, in the post COVID-era are increasingly demanding simple yet sophisticated TV and mobile experiences, leaning more towards contact-less solutions,” said Dimitris Petinos, CSO, at MCOMS, a provider of advanced solutions for multi-screen environments. “Properties that want to attract and retain guests, especially tech-savvy Millennials, must up the ante on technology.” Hotels should provide at least some level of contactless technology, he says. Otherwise, the property risks losing repeat business and facing negative comments on social media and travel websites. The benefits of state-of-theart in-room technology are many, primarily the opportunity to create engaging user experiences that increase guest satisfaction. Mobile devices, for example, can enable guests to perform a variety of tasks, from scheduling laundry pick-up to checking out. And smart TVs allow guests to go way beyond channel surfing to access weather apps, flight information, real-time messaging and social media, as well as get up-to-date information on hotel events and services. “In-room technology adds value to the guest stay; and, as such, it provides the potential to generate additional revenue,” Petinos said.

Video on Demand, Cast, Mobile, Signage and Internet solutions are completely integrated and commerce-ready. Petinos says today’s guests are particularly interested in casting, the ability to stream their own cloud-based subscription content as well as locally stored content, such as photos and videos, directly onto the guest room television. HOTstream Cast, MCOMS’s leading-edge gateway solution, allows guests to cast from their personal devices to in-room TVs without adding new apps or sharing personal log-in information. For hotels, the solution provides managed access to the cast devices with minimal requirements on existing network infrastructure.

For guests, it provides a home environment content streaming experience. The solution is already installed in more than 20,000 rooms, with another 5,000 waiting for installation. HOTstream TV and Mobile solutions enable hoteliers to provide guest interactive services to smart TVs, settop boxes, and Android and iOS mobile devices, creating opportunities to communicate directly with guests before, during and after their stay. The solutions allow guests to access hotel services, make restaurant and spa reservations, view bills, and more, all on their preferred devices or displays. Hoteliers can select a cloudbased or an on-premise version.

AccomNews - Summer 2022

As MCOMS celebrates its 20th anniversary in the hospitality market, it is launching its next-generation mobile user interface, designed with the same look and feel as its tilebased television user interface. Also, the company is expanding into the cruise market, having partnered with Crystal Cruise Lines to launch HOTstream Cruise, a customized guest-facing solution for the cruise industry. In August, MCOMS was part of one of the most demanding IPTV installations in the world — the 2021 Olympics in Tokyo. This was the sixth time in a row the company has provided technology to the Olympics. When asked what sets MCOMS’s solutions apart from other in-room technology systems, Petinos quickly cites personalization. “We’re known for our ability to tailor solutions to reflect the hotel’s message,” he said. “And, for properties that want something truly unique, we offer a 100 percent customized user interface specific to their needs.”

MCOMS’s HOTstream suite delivers digital content, connectivity and interactive services to hotel guests on multiple devices via one centralized platform. Its IPTV,

Most of the company’s recent installations are cloud-based.

TECHNOLOGY

Transform your guest's journey with sophisticated solutions and contactless experiences. HOTstream hospitality solutions oﬀer the ultimate guest engagement services. The IPTV, Cast, VOD, Mobile, Digital Signage and Internet platforms are available on cloud and on premise, fully integrated with the hotel’s infrastructure and commerce ready.

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Seeing is believing. T arrange a demonstration To here in Australia, call 0499 944 549 or email travis.anderson@thecigroup.com.au www.thecigroup.com.au/hospitality-tech

AccomNews - Summer 2022

Q&A:

wifi

other devices and be discussing the movie, all at the same time. Keep in mind not only are guests using more devices and more load on systems, but the hotel itself is adding more and more devices to the network. CCTV, door locks, washing machines and of course casting and TV systems. Infrastructure that was deployed and designed five years ago is struggling to keep up.

What’s the key?

solutions for the accom industry

Expert: Rob Fleischer Role: Technology Solutions Manager Organisation: Delion

How have guest wifi needs changed recently, has there been a change in trends and demand since COVID? COVID has increased guest wifi usage because guests have tended to spend more time in their rooms. COVID hasn’t changed the trends in wifi, but rather accelerated them. Internet usage just goes up and up. Five years ago the typical guest might have used two or three hundred megabytes of data and been connected for a couple of hours. Today a typical guest uses ten times the amount of data they once did, and can stay connected for most of the day.

What wifi flexibility is required to meet the variety of guest’s needs and the demands? Guest needs have been heavily influenced by the new apps that are constantly coming through. The apps people are using today are typically ‘now’ or close to real time. Netﬂix, Amazon Prime, Stan, Tik Tok, WhatsApp, Zoom, Microsoft Teams and multiplayer gaming. At the same time we are seeing many more devices being connected at the same time. A family can bring ten devices into the hotel room. Tablets, phones, laptop, gaming consoles and even watches that connect to the network.

AccomNews - Summer 2022

Younger guests are also driving change. Gen Z’ers in particular can be watching a movie on Netflix and at the same time be connected to their friends on TECHNOLOGY

Think ahead. Don’t just plan for today! You can be guaranteed that any solutions built for today’s needs will be redundant in short order. Good design is paramount to make sure your wifi investment lasts as long as possible. Wifi access points that don’t just meet today’s needs but have capacity to deliver as demand continues to rise. Internet connections with enough bandwidth and flexible terms that make it easy to increase availability rather than being locked into long term inflexible contracts.

Tell us about inroom connectivity solutions, how can accoms provide a reliable high-speed connection to meet standard expectations of today’s travellers? For hotels with ethernet cabling running into the guest rooms, solutions are cheap, reliable and easy to deploy. Where there is no cabling that delivers the real challenges. However, there are nearly always solutions. There are fallbacks that deploy corridor solutions or run cabling on the outside wall of buildings. It’s not always pretty and can be expensive, however we have yet to find a hotel where a solution cannot be found. The cabling is just half of the problem. The hotel needs internet bandwidth to push down those cables. Australia has rapidly moved from ADSL internet to NBN broadband that delivers speeds of 100Mbps but even that is simply insufficient. Devices and apps are hungry for bandwidth. A single 4K TV can use 20Mbps of bandwidth while streaming content.

AccomNews - Summer 2022

go away and the hotel or wifi provider needs to be constantly reviewing performance and investigate any problem areas.

Tell us about the future of wifi technology within hospitality? More bandwidth, more devices and more apps that need real time responsiveness. The internet is being used for everything and new apps will likely drive more requirements ©ymgerman - stock.adobe.com

Many hotels have already moved to high-speed fibre internet services that are delivering 1Gbps internet speeds. The typical hotel guest might accept a lower speed service, but the reality is the guest will always think: why can’t this hotel at least give me the same as what I can get at home?

How can accom managers/operators deliver an internet service to guests while also marketing smarter? Guests just want to connect so they can get online. They don’t want to be hit with advertisements. The faster they can connect the happier they will be. However, guests also accept that there are some hurdles to getting online. Logging in to the service is an accepted part of using the hotel wifi. As part of this login process hotels can get some marketing and operational benefits. Asking the guest for their email address as part of logging into the wifi is readily accepted and offers the hotel lots of benefits. Gathering, not only the booking guests email but the email of all the guests using the wifi is a great way to build an email database. Hotels can remove the annoying request on registration cards for the guest to complete their email (and no need to transcribe it into a database). This constantly growing database can then be used to market to the guests during or after their stay. The wifi can also be used to engage your guests during their stay if done smartly. For example, we have seen great outcomes by asking guests to rate their stay when logging in. It has to

AccomNews - Summer 2022

be quick and simple and under no circumstance compulsory or lengthy. A quick “rate how many stars you would give us” is very effective in building feedback, identifying unhappy guests and using the wifi as an entry point for further guest interaction.

What solutions ensure a high-quality service is maintained throughout the whole property - conference rooms, in-room guest services, pool, bars, restaurants and the administration network? It’s all about design, monitoring, support and experience. The old days of throwing up an access point here and there are gone. Guest behaviour and usage today means wifi has become a highly specialised business with real challenges. Too many access points and interference increases and it affects the service. The wrong access point and more than a few guests connecting at the same time means streaming services won’t work.

We keep abreast of the latest technologies whether they be Augmented Reality, Virtual Reality or the latest 8K UHD screens and content. However, they all have one commonality: increasing bandwidth needs, increasing real time processing and increasing number of connected devices. This has been the trend now for many years and we firmly believe this trend will continue. Guest wifi expectations are not going to diminish. If anything, guests will increasingly demand excellent wifi, now at home many people are getting 100Mbps speeds. They will expect at least the same if not better from a commercial wifi deployment. The reality is that there are just a handful of hotels today that offer speeds greater than someone can get at home. We believe the hotels that face and lead this challenge will have a great advantage. Imagine saying to a guest at our hotel you have a 250Mbps connection. Only by exceeding the quality and speed of their home connection will guests begin to give the hotel high scores on their wifi experience.

What should accom providers prioritise in this area when it comes to guest satisfaction? High bandwidth/fast speeds. Easy one-time login so the experience is no hassle and seamless connectivity whether the guest is in their hotel room, in the elevator or at the restaurant. Doing this isn’t easy and in some cases can be expensive. At the end of the day the hotel still must balance the cost of a solution against the return it will bring them.

Is there anything else you would like to tell our readers about your industry? Wifi has been a weakness for many hotels for many years. It’s understandable. The rise in usage and changes in guest behaviour have made new systems redundant relatively quickly. Wifi and internet connectivity represents a cost that traditionally hoteliers never faced and those costs have continued to increase. At the same time the numbers of companies that have the skills and expertise to deliver well designed solutions has diminished. Both guests and hoteliers are frequently frustrated by the wifi. However, guests today expect good wifi. It’s not going away, and the guest expectations will demand good wifi or the guests will not stay at the hotel. Good wifi is becoming as ubiquitous as having sheets on the bed. The hotels that differentiate by offering good connectivity and the hotels that plan for the future will have great advantage over those that don’t.

Manufacturers will say their devices can connect 200 users simultaneously, but it’s a bit like when you buy a car, and the manufacturer gives you the fuel efficiency. You never get the results the manufacturer says you can get. So, experience is important. Knowing the real capability of the hardware being installed and not just what the specs say. Monitoring and support are also big keys for success. Problem areas need to be identified and solutions found. An area with weak signal strength won’t TECHNOLOGY

©EdNurg - stock.adobe.com

Tell us about in-room connectivity solutions?

Expert: Judy Senn Role: Director Organisation: Time Out Internet

How have guest wifi needs changed since COVID? The biggest change we have seen, particularly in the last few months with lockdowns prevalent, is the need for speed. Guests are travelling with at least 3 devices each. They are working on their holiday which is involving Zoom video calls and requiring a lot of bandwidth. Netﬂix is also releasing a lot of their new programs in 4K Ultra High Definition which automatically means you need 25 Mbps per device available to watch the show. With 80 percent of guests wanting to cast their own content and use their own subscriptions, security is of the utmost. You can’t have someone’s content being cast on the television in the unit next door. The requirements for speed have doubled and tripled.

What are the best wifi solutions? If the property focuses on the four ‘S’: Speed, Signal Strength, Security and Simplicity they will deliver a great wifi experience to their guests. Every property is different. Older buildings can have their challenges; however, with the different technologies available to deliver wifi, there is usually a solution available. Properly scoping a site will determine whether we can use the telephone lines, coax cabling, data/fibre cabling or a mesh system. The best solution for one building could be completely different for another. The end result should always cover those four ‘S’.

With the availability of affordable Fibre to more regional areas, we are encouraging our existing and new clients to upgrade or provide a Fibre connection to ensure that we can increase the speeds to their end users. There is no sense in spending a lot of money on the latest wifi system if you don’t provide a fast engine to run it. 85 percent of guests log on to the wifi within five minutes of checking in to a property. Guests want to be able to quickly and simply access the wifi, check their emails and social media. A wifi system that allows secure casting is important. Whether that is the guest bringing their own casting device and connecting them easily to their own secure in room network, or a casting solution provided by the property for guests. Smart TV’s can have casting devices inbuilt, but every television is different. Makes and models vary, and inbuilt casting devices can have limitations. Accommodation providers need to ensure that the wifi solution they choose allows for secure casting as soon as it is installed.

©JustLife - stock.adobe.com

In room guest wifi services and conference rooms need to allow for the connectivity of printers and in room networking of devices and can only occur with a secure network set up in each unit/area. Having one password for the entire site might seem like the easiest outcome for you and your guests, but it is not the most secure.

Tell us about the future of wifi technology within hospitality? I think you will see more voice activation requirements for in room devices, such as lights, curtains and air conditioning. A lot of the fittings and fixtures are coming down in price so retro fitting properties is becoming more common practice and I think we will see more of it as prices reduce further.

How can operators deliver an internet service while also marketing smarter? Guests want to feel at ease knowing that if they have to work from your property, they can do everything they need to, easily. COVID has meant that guests have to stay put where they are and continue their work life at your property. Ensuring that a guest can do what they do at home, at your property is very important. Being able to market your property that guests can easily connect anything they want from home or work in a secure environment while at your site is reassuring. Make sure you can deliver that experience to them.

Upgrades to Time Out Internet's guest wiﬁ system and 8 months later, booking.com wiﬁ score...

r email ? Call o ent! u o y e ssessm his to b Want t r FREE site a u o y for

What solutions ensure a high-quality service is maintained throughout the whole property? Having a separate signal (SSID) for different areas of your property is recommended to ensure ease of connectivity for guests and staff and most importantly security.

TECHNOLOGY

AccomNews - Summer 2022

Expert: Jeff Rhode Role: Director Organisation: Liveport

How have guest wifi needs changed recently, has there been a change in trends and demand since COVID? With many guests continuing to remain socially distanced within their rooms instead of venturing out into more public areas, property wifi services have become even more crucial in meeting guest needs and maintaining satisfying experiences. From entertainment to locating hotel information or requesting amenities, today’s guests want to be able to use personal devices as a safer, more

convenient service alternative which requires a working and trouble-free internet connection. More guests simultaneously using a property’s wifi to accommodate a growing range of online behaviours has stretched the capabilities of networks which for a significant number of properties, means the need to perform an upgrade to maintain fast speeds and high service quality. As guestfacing services increasingly become digitalized, including the availability of digital keys, selfservice kiosks and mobile appbased F&B ordering, property networks will undoubtedly require additional infrastructural investments as issues such as insufficient bandwidth become more prevalent.

What wifi flexibility is required to meet the variety of guest’s needs and the demands within different types of accommodation properties? A hotel’s wifi is now expected to accommodate a wide range of online guest behaviours, from browsing websites and content streaming to hosting video

conferences and downloading files. However, guest needs are constantly evolving especially when it comes to technology. A network once able to comfortably address guest connectivity expectations over the last couple of years may no longer have the capacity to accommodate more bandwidth intensive behaviours. To sidestep the need for a costly network replacement each time either technology or guest expectations progress, hoteliers must work to adapt scalable networks that can be enhanced with new capabilities and functionalities without calling for a complete hardware overall. This can include common scenarios such as when a hotelier seeks to adopt faster speeds, enhance network security or expand effective wifi coverage to new onsite areas.

What are the best solutions? Wifi brands such as Ruckus or Aruba have a proven track record for meeting the industry’s needs and are approved for the most stringent of brand standards. For new network builds, Liveport recommends placing wireless access points in rooms where guests are located to ensure a

©Kalim - stock.adobe.com

AccomNews - Summer 2022

TECHNOLOGY

strong and consistent signal, so hoteliers should be sure to add cat6 cabling in each room when planning out their network.

Tell us about inroom connectivity solutions, how can accoms provide a reliable high-speed connection to meet standard expectations of today’s travellers? Ensuring that guest devices receive a strong and consistent wifi signal comes down to effective network layout planning as much as it does siding with any particular type of hardware. For years, many property network designs consisted of access points being placed in hallways which while once sufficient, is no longer enough to accommodate today’s more high-powered devices. Hoteliers now recognize the need for such access points to be placed within guestrooms to ensure adequate signal penetration, and by working with a reputable provider, can design a network, placing access points within strategically located guestrooms to minimize costs without reducing service quality.

How can accom managers/operators deliver an internet service to guests while also marketing smarter?

memberships and more. This can provide hoteliers with an unmatched ability to identify exact guest expectations, with any promotional messaging highly targeted to maximize marketing success rates.

A property’s wifi can serve as an ideal opportunity to promote services and offerings due to the vast majority of guests seeking to connect at least one of their devices at some point during their stay. Hoteliers can work with network providers in creating wifi login pages that simultaneously serve as a means to provide online access allowing guests to easily find out how they can enhance their experience, from details on drink specials to spa service options.

What solutions ensure a high-quality service is maintained throughout the whole property?

A hotel’s wifi service can also provide property staff with invaluable information on how to tailor experiences to suit the individual preferences of each guest. When enabled with the appropriate technology and once a guest provides permission, guest wifi services can offer insight into purchasing behaviours, disposable income, hobby interests, organization

As with in-room connectivity, ensuring high-quality service throughout all property areas involves the strategic planning of a network’s layout. Businesses regardless of industry often make the mistake of believing that high-quality wifi can be achieved by simply purchasing and deploying the latest hardware. However, many will find that they continue to experience slow speeds and spotty coverage due to a poorly designed network. For example, this can sometimes result from too much hardware being installed which leads to signal interference. The best recommendation for hoteliers to avoid such issues is to work with a network provider they can trust from the outset of their project. A reputable provider will

always perform an onsite network survey to identify the root cause behind any issue and will provide recommendations for precisely what is needed to achieve expected results, nothing more.

Tell us about the future of wifi technology within hospitality? Hospitality-based environments are becoming more connected than ever before in order to cater to guest demands for faster, more convenient and personalized service. This has led to a dramatic rise in the number of properties adopting IoT technologies such as smart door locks, lights and thermostats. With each platform requiring a stable internet connection in order to function, property networks have become even more indispensable to meeting the needs and preferences of today’s guests. Expectations over a property’s wifi capabilities will only continue to increase at an ever faster pace as new IoT-based solutions emerge and as both hoteliers and their guests seek out the ultimate in interconnected, seamless and hassle-free environments. Therefore, it is

critical that hoteliers begin to adopt scalable networks that are able to adapt and keep pace with suddenly shifting business needs.

What should accom providers prioritise in this area when it comes to guest satisfaction? Guests undoubtedly expect fast, reliable and easily accessible wifi, which will continuously remain top priorities for properties as a result. Yet industry professionals must also address growing concerns over data security and guest privacy as the global market is seemingly hit with more security breaches with each passing year. Whether updating an existing network or performing a complete overhaul, hoteliers must work closely with their provider to ensure that previous vulnerabilities aren’t overlooked while eliminating the potential risk of creating new ones. At the same time, properties must also be careful not to let enhanced security measures reduce satisfaction rates by creating a more cumbersome device connection process that leads to a rise in the need for troubleshooting assistance.

Wi-Fi That Works!

TECHNOLOGY

AccomNews - Summer 2022

Casting & streaming: what you need to know Did you know that YouTube is the most popular video streaming service in the world and has over two billion active users and Netﬂix is the largest paid-for video streaming service in the world, with 195 million subscribers? According to Telsyte's 2021 Australian Entertainment Subscription Study (20th September 2021), Netﬂix has grown to 6 million subscriptions, with Amazon Prime Video jumping to 2.9 million placing it just above Disney+ which has 2.6 million. With these types of figures, most, if not all your guests will want to watch these services just to name a few, on the television in their hotel room or unit. Guests are starting to book accommodation based on the availability of accessing their own streaming services. The expectations and demands will only grow more and more, and you need to be aware of what is possible at your site with the infrastructure that you have. Firstly, you need to ensure that you have good, strong, secure, fast wifi that is easy to connect to and use. With 80 percent of guests wanting to cast their own content and use their own subscriptions, security is of the utmost. You can’t have someone’s content being cast on the television in the unit next door! How guests access their own streaming services on the television comes down to a number of important things. “Why do I need a casting solution for video streaming when my televisions are Smart TVs and have all the apps on them and have inbuilt casting devices?” This question is being asked more and more by my clients.

AccomNews - Summer 2022

Casting is one of the top three sought after features a guest wants and is a core feature that must be included in your guest wifi system

Judy Senn Director, Time Out Internet

If you do have the latest streaming apps on your televisions, the guest can login onto the Smart TV app with their own subscription login details and continue to watch their own content. If the guest forgets to delete their history or is unaware they need to delete their login details and remain on the television, the next guest will have access to their account and see their viewing history. The next guest can watch what they want and that can then come up on the previous guests account when they are back home. Are you starting to see the problem with this? It is very insecure. You will need to have staff check every television to delete the history every time someone departs. You may want to provide a Netflix account for your guests on the Smart TV. The problem with this can be privacy as the next guest can see what the previous guest has watched. Again, staff will need to check and delete viewing history each time a guest departs. The bigger problem is, according to Netflix’s terms and conditions, passwords can only be shared with members of your household. The Netflix service and any content viewed through the service are for personal and noncommercial use only and may not be shared with individuals beyond your household. Every Smart TV is different and has its own capabilities and features. Some have a casting application/device within them

which means that guests can bring their own subscriptions e.g., Netﬂix and cast it on to the Smart TV from their device (Smartphone, pad device, laptop) and continue watching their own content. None of their personal information or login details are accidentally left stored on the Smart TV, only on their device. Sounds easy? Not necessarily. Unless you have all the same Smart TVs across your site, your staff will need to be familiar with each television’s idiosyncrasies to help guests should they encounter issues when casting. Some Smart TVs have all the apps for Netﬂix, YouTube, Stan, Hulu, etc., on them that will show as icons on the screen. However, you will need to ensure that you keep those apps updated at all times to the latest version; otherwise it can be problematic for guests when casting. Newer Smart TVs will update automatically. Some older Smart TVs can’t be updated to the latest apps. Casting is one of the top three sought after features a guest wants and is a core feature that must be included in your guest wifi system. You will need a commercial grade casting solution that offers uniformity across your site. You only need to know how one television works! The beauty of a uniform platform casting solution is that the television doesn’t have to be a Smart TV; it just needs to have a HDMI port and preferably a USB port to power the casting device.

TECHNOLOGY

Casting solutions offer a userfriendly experience and can have the ability for landing pages, advertising opportunities, in room compendiums, online purchases, with the ability for the information to be easily changed if and when required.

Not every casting solution is the same Guest connectivity: If you have individual isolated networks in each apartment, the casting device connects to the network in that unit. When a guest selects the casting icon from their streaming app on their own device they are casting from, they will see the casting device and be able to cast to it easily. With sites that have a single common wifi signal for the guests throughout the complex, there is some work involved when the guest scans a QR code to make their device cast from, and directly connect to a wifi signal off the casting device in the unit, therefore making the casting device available on the guests streaming app. This works around the isolation in the apartment. Both types of casting solutions work the same from the guest’s perspective; one just has an extra step in the process. Casting is one of the most sought-after features that we get requests for from managers and guests. It is time to put this on your ‘must do’ list for 2022 if you’ve not already rolled a solution out.

Commercial BBQs:

A guest facility every property should provide Image courtesy of Christie Barbecues

What are your safety recommendations for accommodation properties with commercial barbeque equipment?

By Mike Parker-Brown Industry Reporter

The Aussie barbeque has been described as “an affair where you smack your lips over grub that you’d turn your nose up at in the home” and an experience that’s “ingrained into the fabric of the land down under.” Whichever way you look at barbeques, they’ve been around for a very long time, they have become an Australian way of life, and holidays and barbeques seem to go hand in hand. But when purchasing a commercial barbeque, what are the different options accommodation managers should be looking for in terms of user friendliness, cleaning ability, safety requirements, commercial warranties, and in terms of longevity of use. Victoria-based Christie Barbecues has been manufacturing the original, iconic Australian public barbeques for use by the community in outdoor urban and park environments since 1965.

Paul Conradie, Christie Barbecues

Electric barbeques are more environmentally friendly than gas when powered by renewable electricity, usually require less ongoing maintenance and are the preferred option for powered sites. Gas is the most energyefficient and reliable for areas where no electricity is available. Although generally more expensive, commercial barbeques engineered for public use will last much longer, be safer to use, and require less maintenance than residential barbeques, making them great value for money and cheaper in the long term.

Why is some equipment more user friendly and easier to clean than others?

Accom News spoke with the company’s Head of Sales, Paul Conradie who gave his opinion on why some equipment may be more user friendly and easier to clean than others. He also described the key safety requirements for accommodation properties with commercial barbeque equipment and what the latest trends in commercial barbeques are.

Commercial barbeques used in professional hospitality settings contain removable parts like grill plates, racks, and operator functions like temperature control knobs. They are more complex to use and also more demanding to clean and maintain.

What are the different options of commercial barbeque equipment?

Public versions have very simple operating functions that are easy to understand and operate. They are made from corrosionresistant stainless-steel materials and are specifically designed to be hygienic, and quick and easy to clean and maintain.

Facilities managers can choose between gas and electric powered and domestic or public/commercial appliances.

Domestic barbeques are cleaned and maintained by the owner, who may only have one unit.

A safety delay start means that barbeques can't be accidentally or mischievously started by children. It also prevents power wastage and a ‘hot barbeque’ hazard. A cooking surface that is free from sharp angles and corners that may harbour bacteria and is difficult to clean effectively. A sterilisation cycle to kill harmful bacteria on the cooking surface. This ensures that the food is safe to eat regardless of the cleaning practices of the current or previous barbeque user. A cooking surface and ignition button that is set above the benchtop to stop children from switching on the barbeque and accidentally touching the hot cooking surface. A cooking surface that is set back from the edge of the benchtop, out of reach of small children. A pre-set temperature to stop the barbeque from being left at a very high temperature that may pose a safety risk to unsuspecting barbeque users.

What are the new trends in commercial BBQs for the sector? The recent predominant trends are towards sustainability and inclusivity. Coal and wood-fired barbeques pollute the atmosphere, and gas is a finite resource. For these reasons, fixed electric barbeques that are powerful enough to mimic the responsiveness of gas cooking, powered by ‘green’ electricity, are becoming more popular.

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Inclusivity means that barbeques should be easy to use by people of all abilities from all ethnic and linguistic backgrounds, and wheelchair users and older people should be able to reach the barbeque cooking surface easily while seated. Simply extending a benchtop will allow a seated person to push their chair underneath the benchtop, but they will not be able to reach the hotplate to cook. The long-term impact of COVID on shared-use facilities is not yet clear. However, it would be wise to allow a 1.5m ‘social distancing gap’ between cooktops if users are reluctant to share facilities with other groups.

What else would you like to tell our readers? Commercial barbeques are available at different price points that are generally indicative of quality. As with all products, you get what you pay for. ‘Professional’ grade appliances and tools engineered for high use are more expensive up-front but are of higher quality and will deliver savings in the long term. They also generally require less maintenance and are built to last. The manufacturer's aftersales support is also a critical consideration. Buy quality products that provide a good user experience. They will be less likely to fail and are more likely to have parts and technical support readily available in the middle of a busy season. Finally, COVID restrictions are impacting many local businesses and supply chains. So I would appeal to everyone to support local jobs and buy from local manufacturers, not ‘Australian-owned’ companies that manufacture overseas. AccomNews - Summer 2022

Activities to keep kids

guessing are a parent’s blessing By Grantlee Kieza, Industry Reporter

on long flights as a way of helping to ensure minimal disturbance for other guests.

It’s’ been said that when the mind opens to a new idea it never returns to its original size. Encouraging the enquiring minds of children is one of the best things a parent can do to create imaginative, lifelong learners. Now, as travel opportunities open and COVID regulations ease, feeding the imagination of children can also be a way to make meal times more enjoyable for vacationing parents. Especially in restaurants. Young children can be extremely creative but also extremely cranky when they get bored. Activity packs are a front-line defence against tantrums. If small children are entertained then adults can dine happily without frequent interruptions. Some parents have invented novel ways to keep their children busy in restaurants. But while kids are increasingly being directed towards electric gadgets, there are alternatives to making video games and tablet screens their de facto babysitters. A cute little backpack or mini suitcase can be stocked full of puzzles, toys and other playthings that will stop kids interrupting their parents’ dinner.

The importance of activity packs to the mental well-being of kids – and their frustrated parents – was also seen throughout COVID lockdowns around Australia.

Image courtesy of Smartybags

without disturbing other diners. It can include games, toys, crafts, puzzles and stickers. The more the merrier for everyone. Reusable sticker pads allow children to create pictures and scenes. The stickers only adhere to the background of the toy, so it keeps them focused on their task. Plasticene and Play-Doh are perfect for kids to make monsters rather than become them at dinner time. Even a coloured notebook with paper, pens or crayons and some encouragement to make beautiful drawings can occupy the minds of children, for the time it takes to eat a three-course meal. Some restaurants also offer kids uniquely designed or even branded placemats, with games and pictures to colour.

Operators and managers can source a range of different bags and activity packs from specialist industry providers. Packs can feature colouring sheets, crafts and puzzles designed to keep children entertained and occupied any time that their parents need a little quiet time. Restaurants and hospitality venues benefit greatly in a variety of ways from providing these activity packs. Parents can have extra time to relax without having to constantly entertain the children. The more time they spend in a restaurant the more they are likely to order. The venue also has the potential for extra profits by selling the activity packs at a small fee. Airlines have used activity packs and puzzles to entertain children for years, especially

In November, for instance, hundreds of activity packs were delivered to kids in lockdown in Katherine in the Northern Territory, and the surrounding remote communities. To ease the stress on local families, the Save the Children organisation delivered hundreds of packs to help keep kids entertained. They were loaded with books, board games and puzzles. More than 1000 more packs were also put together in Darwin for delivery in the surrounding remote communities of Binjari and Rockhole. Save the Children State Director for NT and WA Noelene Swanson told the Katherine Times newspaper that items to keep children entertained were important during stressful times. “The activity packs will take some of the pressure off the adults to keep the children entertained and provide some family fun time during the hard lock down,” she said. "When adults do it tough, children often do it tougher."

©yanlev - stock.adobe.com

The bag of treats works best when it occupies children

Restaurants have since taken the idea on board.

AccomNews - Summer 2022

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Entertain children and grow proﬁt with Smartybags Smartybags are aimed at keeping young children happy and entertained allowing mums and dads to relax and spend more at your establishment.

NO EXTRA COST. A 36-page booklet (largest in the industry) has many puzzles including join the dots, colour by numbers, find the odd one out, to name a few. A sticker background card, a set of stickers, and a punch out game in all Smartybags options are also included. There are 20 Smartybags/Smartypads styles to choose from.

Smartybags over the last 10 years have entertained children with activity bags and pads with various games at thousands of venues. Think of anywhere children need entertaining. Smartybags supply Australian clubs, pubs, restaurants and any establishment that has customers who bring children. Smartybags have sold millions of children’s activity bags over this time. Customers love Smartybags and get upset when they run out of stock. Smartybags are the best value for money children’s activity bags available in Australia. Smartybags cost 89c each ($89.00 per carton

of 100 plus GST) Smartybags have never increased their price in over 10 years. Establishments paying more than $89.00 per carton of 100 are paying too much. Smartybags are made from 100% recycled paper, crayons are double ended giving

young children 8 crayon colours to choose from. Double our competitors crayon colours. Crayons are non-toxic and comply with worldwide safety standards. Crayons were upgraded several years ago from 4 colours to 8 colours at

They offer a complimentary counter display stand and a pricing sticker sheet. Customers can choose to give away with or without a child’s meal purchase or sell Smartybags at up to $3.90 each. All new customers are able to order via their website at www.smartybags.com.au or by calling 0414 859 910 or emailing sales@smartybags.com.au

GROW YOUR PROFIT WITH Keep children happy & occupied at your venue with Smartybags. Mums and Dads can relax, stay longer & spend more money...

Smartybags 89c ea (GST & COURIER CHARGE ADDITIONAL)

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Australia Pty Ltd

Email us at sales@smartybags.com.au or Call Neil Palmer on 0414 859 910

Smartybags & Smartypads come in cartons of 100.

10 CARTON OPTIONS TO CHOOSE FROM

NO PRICE INCREASE IN 10 YEARS All Smartybags & Smartypads include a 4 pack of crayons (8 crayon colours), a punch out game, a sticker sheet, background card & a 36 page activity booklet GUEST FACILITIES

AccomNews - Summer 2022

We have lift off: A weighty problem solved By Grantlee Kieza, Industry Reporter

Electric carts as guest movers rule the roads on Queensland’s spectacular Hamilton Island and while tourists there seem to love the carefree, car-free environment, electric vehicles are becoming common features at resorts and hotels around the world. Electric carts, first used on an American fairway in 1932, have increased enormously in popularity since to become an industry worth more than $2 billion.

Sitecraft is the exclusive authorised Movexx reseller in Australia and the tugs are ideal for towing trolleys, trailers, and bins.

The carts are now commonplace not just on golf courses, but in gated communities and in accommodation properties around the world. On Hamilton Island, holidaymakers can take a self-drive tour of the island, or simply hire a buggy to get between the accommodation and points of interest. Resort managers have found that electric carts provide quiet, clean, safe transport for guests and are cheaper to buy and operate than standard motor vehicles. Powered by batteries, the carts have less impact on the environment. Some carts, in fact, now come with solar panels. Insurance policies for the carts in their various forms are also considerably lower than for cars or other motorised people movers. Golf carts have been the prototype for other electric vehicles such as shuttle buses now popular in resorts and large accommodation properties. They are designed to quietly transport people and supplies, and some, with extended

AccomNews - Summer 2022

They are versatile and compact, easy to operate and eliminate the physical strain of moving heavy loads.

Images courtesy of Sitecraft

wheelbases, can move up to 28 people at a time in a safe low-speed environment. Some of the shuttles are ideal for conducting sightseeing tours. They also work well for taking people to and from their accommodation to connecting transportation centres. The electric vehicles can also be used to haul luggage, food, waste, and furniture. Hamid Salarian, from Sitecraft Materials, has been working with the Accor Hotel Group to provide electric vehicles and trailers to tow waste bins and linen supplies around their sites. While not involved with people movers, his company constructs trailers and trolleys and imports electric towing vehicles into Australia from Canada and the Netherlands.

“We supply a lot of hotels and resorts with electric tugs and vehicles. They certainly make things a lot easier if you have a large number of wheelie bins or heavy linen trolleys to move around,” Mr Salarian said. “We supply both the electric vehicles and the trailers they tow, the complete package. “The smallest vehicle we supply is a pedestrian tug that we import from the Movexx company in the Netherlands. It is a very compact machine which is smaller than a person, but it can effortlessly move up to 1 tonne. “It is hand monitored and simply hitches onto most common linen and roll cage trolleys. It does all the heavy lifting and is very easy to operate, you guide it with a throttle control on the machine or a remote control.”

GUEST FACILITIES

They feature battery electric operation and are available in a range of configurations and towing capacities. Certain models are also available in stainless steel construction, which are ideal for use in food preparation areas. The Movexx T2500 Tow Tug has a maximum pulling power of 2500kg and a maximum speed of 8km/h. It is powered by a 24-Volt, 80 Ah Battery and has a 600-watt motor. Lithium batteries are exchangeable, to optimize the work process. Mr Salarian said his company also supplied larger electric vehicles from the Canadian company Motrec. “They are sit-on vehicles we call ‘burden carriers’,” he said. “They have two seats at the front as well as a loading capacity at the back and then a towing capacity for trailers. “The larger vehicles for hotels have a loading capacity of about 1500kg (1.5 tonnes) and a towing capacity of up to four tonnes.”

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AccomNews - Summer 2022

By Grantlee Kieza, Industry Reporter

Victoria’s health department advises that anyone with a pool should aim for a pH level of between 7 and 7.6. If the water pH is lower than 7 it can sting swimmers' eyes. If it’s higher than 8, anyone who swims in the pool is at risk of skin rashes, and chlorine is less effective in killing algae and bacteria.

Last year, despite a lack of cash flow during the pandemic, Dr Jerry Schwartz, the flamboyant Sydney doctor who is Australia's biggest private owner of hotels, celebrated the grand relaunch of the Paradise Resort on the Gold Coast by cutting a ceremonial ribbon and promptly jumping

AccomNews - Summer 2022

Image courtesy of LaMotte Paciﬁc

into the swimming pool.

or black. This is a red flag for swimmers that the pool has not been properly maintained.

The pool and the stunt looked amazing. The swimming pool is one of the main features that many guests prioritise when planning a summer holiday. The water needs not only to look inviting but it must also be well maintained and free from waterborne microbes. Still water can quickly collect algae, which grows over time and can change the colour of the water to green, yellow

Green algae is the most common problem for pool owners but it is not that hard to eliminate. It is the result of sub-standard sanitisation and filtration as well as a high water pH, the measure of water acidity. A pH level of 7 means that water is neutral; above 7 means the water is alkaline, while below 7 indicates acidity.

GUEST FACILITIES

The Queensland Health department advises that carefully adding strong acids such as hydrochloric acid can reduce high pH levels. The acid should always be diluted into water before being added slowly to the balance tank. Lowering the pH also lowers total alkalinity, so Queensland Health advises to take care when adding acid to ensure the water stays in balance. If the pH is too low, sodium carbonate (soda ash) can be used to raise it quickly. Chlorine, hydrochloric acid or one of many algaecides will help solve the problem of green algae.

©bilanol - stock.adobe.com

Few features make a holiday property more appealing than a sparkling swimming pool and Australia has some of the most stunning resort pools in the world. From the magnificent JW Marriott Gold Coast Resort & Spa with its sprawling network of turquoise lagoons to the weaving magic of the waterway at the Grand Mirage Resort at Port Douglas, the wow-factor is stratospherically high for swimming pools in the Australian accommodation industry.

©k8most - stock.adobe.com

Cool, clean water is always a hit

©bernardbodo - stock.adobe.com

Granulated chlorine has a higher concentration of the chemical than liquid chlorine and may be a cheaper option. Algae has a hard time growing in moving water, so it’s vital to keep the pool water circulating by using the filter and pump. It’s also important to check places where the water flow is poor, including in all corners and crevices, under the pool ladder and on the steps. Heavy rainfall, the number of swimmers using the pool and various chemicals being used can all affect a pool's pH level. This can be a lot to take in for many new to pool chemistry, which is why it’s helpful to have a simple and reliable testing procedure in place. Accom News spoke to industry provider of quality equipment and guidance for water analysis, LaMotte Pacific, on the importance of water testing. General Manager Ben Dickinson emphasised how vital it is for operators and managers to regularly test their accommodation’s pool water. He said: “Pool water is constantly in flux, so you must actively monitor its changing chemistry,” but cautioned, “it’s only worthwhile if you’re confident of

the accuracy of your results.” “You want to remove as many inconsistencies as possible, and so having a simple, easy and accurate method of testing is crucial.” He recommends that your water testing procedure should be straightforward and simple, so as to remove user error and ensure consistency in your results. He advised: “The testing method should be simple enough to easily train all of your staff. You don’t want to be reliant on just one experienced ‘head’ who knows how to use that dusty old testing kit out the back!” Remember, he says, testing does not have to be complicated, slow, or prone to user error. “The trick is to adopt a routine in which testing is fast, accurate and repeatable,’ he explains. “For most people that’s just not possible with traditional water testing kits. Thankfully, pool water testing has changed. Gone are the days of wasting time and wondering if you can trust your test results. Now, with the available technology, anyone can do it, and they can do it faster, more accurately and at less cost than ever before.” GUEST FACILITIES

AccomNews - Summer 2022

Coming clean ©Lightﬁeld Studios - stock.adobe.com

can boost revenue

By Mandy Clarke, Editor

Providing guests with a laundry service or an in-house laundry can boost customer satisfaction for hotel and accommodation businesses, offering convenience and a quality service. Guests travelling either for vacation or business might prefer to hand over their clothes at their accommodation and some of the big hotel chains offer a full laundry or valet service and dry cleaning. Many hotels have selflaundry and/or guest laundry facilities, including the option of coin-operated or credit card-ready machines. Some properties have enhanced their laundry environment offering vending machines and other conveniences that can provide revenue streams for operators. Positioning an in-house café or even a vending machine offering drinks and snacks near the laundry can offer further revenue opportunities with a captive market waiting for their clothes. While many accommodation

AccomNews - Summer 2022

businesses choose to outsource their laundry because of space, labour, or budget constraints, bringing laundry in-house can save money, or income generate. However, it may require an injection of capital upfront.

Accom News spoke to industry insider Steven Borg from Aqualogic.

An in-house laundry allows operators to take full control of what and how they launder and reduces the risk of their stock getting tangled up with another property. Furthermore, an in-house guest laundry is a prime opportunity to offer a fantastic guest service alongside making a tidy profit. If your space is limited, professional advice can help create a ‘compact’ laundry room layout. An unused storage room can be converted into a small laundry with the addition of simple benches for sorting linens and towels. Architects recommend sizing a laundry based roughly on a square metre per 3kg of laundry per hour. If linens will be ironed, this area should be increased by about 50 percent. It’s also advised to have bigger driers than washers to ensure that all the wet linen can be accommodated when they come out of the washer.

end up costing the customer more in the long term. Commercial washing machines have a lot of features and options, and the reason for this is to suit different laundry environments. Even within the accommodation industry, each laundry set up will be unique. It’s important to find the machine that is the right match for your business’ laundry goals, and a great supplier will be able to help you through that journey.

Steven Borg

What should accommodation managers look for when purchasing washers for their in-house laundry? There are many elements that need to be considered when purchasing a washing machine, but the best thing accommodation managers can do, is to find a supplier that will provide a laundry solution that is as unique as their business. Often too much focus is placed on price which, ironically, can

HOUSEKEEPING

What should managers look for when purchasing/ replacing dryers? When accommodation managers are looking to purchase a commercial clothes dryer, safety should be first and foremost on the agenda. This applies to both the safety features of the machine, and the credentials of the installer. This will minimise any risk, such as fire, especially when it comes to gas dryers. Another feature not to miss when it comes to commercial dryers, is over-dry protection.

This feature uses sensors to monitor the exact moment that the linen is dry, saving thousands of dollars annually, significantly reducing time and preserving the life of the fabrics. As with commercial washers, it’s important to find the right dryer to suit your unique laundry needs, particularly if your laundry is already established. Your existing laundry equipment should guide your choice of dryer, and a reputable supplier will acknowledge this when making dryer recommendations.

What other equipment can help increase laundry capacity, output quality, or save on labour? There are many automated machines and finishing equipment that aim to increase throughput and quality, while saving on labour. Whether they will be of benefit to your laundry will depend on a number of things, namely the amount of laundry being processed, the space you have to work with, and of course, your budget. Most accommodation sites can

benefit from a flatwork ironer. It will increase the finish quality and, if you’re already ironing by hand, it will reduce labour. They’re available in a range of sizes and capabilities. The GMP range of chest ironers have an affordable price tag and are the perfect size for smaller sites. Larger hotels will benefit from Chicago’s range of ironers, such as the Chicago Tri-Star.

If you want to step your ironer up a notch, adding a feeder can be a game changer. Last year, we recommended a Chicago Tri-Star with the added OPL Feeder to a 297-room hotel in Queensland and they were over the moon with the results. They reported saving 20 hours of labour per day! In a few years the ironer has paid for itself, making it well worth the investment.

HOUSEKEEPING

Do you have any planning and design tips to achieve the best in-house laundry? Three main points make up the best in-house laundry; hygiene and infection control, efficiency, and finish quality. Australian Standards Laundry Practice [AS/NZS 4146:2000] is a great resource for guidance on hygiene.

AccomNews - Summer 2022

When it comes to hygiene and design, having clearly defined areas is crucial; one area for soiled and the other for clean. Additionally, adequate ventilation and the direction of airflow should play a big part in the laundry design. The airflow should move from the clean area into the soiled area, and never the other way around. Efficiency can be achieved through laundry design by establishing space when laying out your laundry plans. What that means is, ensuring there is enough free space for the storage of soiled linen, before it goes into the wash; and even more free space for folding and storing of clean linen. Space for big laundry tubs and trolleys so you can move around with ease is also beneficial to the flow of the laundry. Accounting for hygienic practices, and allowing enough space for finishing and storing, along with the right laundry equipment of course, will ultimately achieve the best quality finish and customer satisfaction.

Are there any new technologies you would like to tell us about? The manufacturers that we partner with are continuously investing in research and

AccomNews - Summer 2022

development. There have been some great technological developments in the laundry industry from these companies over the last 10 years. IPSO gas dryers are now fitted with the CARE fire suppression system, which is important for risk and safety. OPT Overdry protection is another new technology from IPSO that you can find in dryers, monitoring the moment linen is dry, reducing energy and time. IPSO has also introduced a new technology to their washers that optimises water, energy, detergent and time, called SmartWAVe. We are also seeing the introduction of touch control pads across the IPSO product lines, making machines easier to operate. If you have a coin laundry, there are now many cashless systems available, which take card and smart device payments. These can also be controlled remotely, giving the operator increased autonomy and convenience. In automated laundry machinery, Chicago have just released the Genesis Automated Towel Machine. This machine is 100 percent automated, without the need for any manual intervention aside from pressing the operating buttons and bringing the towels to the machine.

It’s important to find the machine that is the right match for your business’ laundry goals, and a great supplier will be able to help you through that journey

A potential game changer in the accommodation space!

What else would you like to tell our readers? The ROI from having your laundry machines serviced regularly shouldn’t be underestimated. Commercial laundry machines are extremely robust, but when a machine gets used as much as they do, it makes sense that regular maintenance will not only keep them running as they should but extend their life.

your machines in, provides a discount, and is a planned for expense, making it the easiest way to maintain your machines and have them running at their best for longer. Accom News also put some questions to John Jones, Sales Manager G.C. Laundry Equipment.

It’s also an opportunity to catch any problems early on before they become major, potentially saving you money on considerable repairs and minimising machine breakdowns. Signing up to a protection plan takes the effort out of having to remember to book

HOUSEKEEPING

John Jones, Sales Manager with Phil Hodges, Director, G.C. Laundry Equipment

What should accommodation managers look for when purchasing/ replacing washers for their in-house laundry?

which will obviously dictate the number of machines uses per day.

When replacing or purchasing new industrial laundry equipment, managers should look at the expected longevity of the equipment, the efficiency of the equipment, safety features as well as repair and operation costs.

Yes, G.C. Laundry Equipment can organise site inspections anywhere in Australia, this allows us to design and recommend the best equipment suited for the building, work area and laundry required.

G. C. Laundry Equipment are so confident on the reliability and longevity of their equipment that they guarantee a 40 percent “Buy Back of the RRP” after seven years if the customer would like to upgrade or replace their Dexter’s with New Dexter Laundry Equipment.

Are there any new technologies you would like to tell us about?

Does your advice differ depending on type and size of accommodation? Yes, the recommended equipment either Coin/Card Operated or Non-Coin Operated (OPL) is very much dependant on the style of accommodation, as well as the number of guests and their average length of stay,

Do you have any planning and design tips to achieve the best in-house laundry?

Australia’s leading supplier of washers and dryers.

There are many new and improved technologies that we are able to discuss with future customers, some of these include: Tap N Go, Dexterlive, Dexterpay, Moisture Control and Fire Suppression Systems.

What else would you like to tell our readers? As in all other industries, you get what you pay for. G.C. Laundry Equipment pride ourselves on the reliability and longevity of our equipment as well as the honesty and integrity of all our staff.

Phone 1300 309 708 •

www.gcle.com.au

Email: john@gcle.com.au Warehouse: 7 Flagstone Drive, Burleigh Heads Qld 4220

HOUSEKEEPING

AccomNews - Summer 2022

The greatest housekeeping

fails of all time By Grantlee Kieza, Industry Reporter

drawers in them, a cupboard with no back, a double bed the size of a hammock made of concrete ... Communal toilets with no locks.”

If buildings could speak, they would be screaming... Run away!

In one Manchester hotel, the heating worked to drive guests away.

From a knife in the swimming pool to poo in the kettle and a welcome sign warning guests “Do not take drugs and go whoring” – these are some of the epic hotel housekeeping fails of all time.

“It was blowing cold air all night, even though I got up twice to turn it off, it somehow turned itself back on,” a disgruntled guest explained.

In 2016 the American tabloid TV news show Inside Edition literally went undercover to report on unclean hotel sheets. Reporters visited rooms at different hotels and sprayed messages on the sheets using washable paint only visible under UV light. They checked out and booked into the same rooms the next evening. When they switched on the UV light, the painted messages were still there. But that’s tame compared to the sign that greeted guests at a Chinese hotel in 2013, warning them not to get stoned or go “whoring”. At Melbourne’s now closed StayInn Motel on Sydney Road in Coburg, one guest found a knife in the swimming pool, while others complained of bullet holes in their windows and drug deals taking place near their doors. Forget watching Fawlty Towers – Trip Advisor reviews abound

“We both felt ill when we woke up. Even my high volume of bodily gases was not enough to fill the room with sufficient heat. I purposely aimed to release as much methane as possible just to get one over the hotel but it must have been absorbed by the curtains."

Photo by Marc Schaefer on Unsplash.com

with the absurd and farcical from the worst housekeeping fails. One British reviewer noted of his experience: “Even the owner hates being there. The owner kept trying to sell me the hotel and asked if I knew anyone in England who would buy it.” Another warned: “I cannot convey strongly enough how disgusting this place is – blood stained headboards that have clearly been up since the world

war (the first one), rude staff, windows that won’t close, no hot water, broken furniture, dirty utensils, broken light fittings and actual poo in the kettle. “Pretty sure I’m going to end up with some sort of rash/disease due to sanitation conditions.” At another hotel, a guest declared: “I found a cat’s paw in my pillowcase. This is by far the worst place I’ve stayed in. Also had chest of drawers with no

info@kudosfurniture.com.au

AccomNews - Summer 2022

HOUSEKEEPING

One reviewer at a London hotel said if buildings could speak, the property they stayed at would be screaming “Run Away”. "Don't be fooled by the relative cheapness and proximity to St Pancras, this so called ‘hotel’ is in fact some sort of largescale psychological experiment about human suffering and gullibility. The sheets on the bed looked like they had enjoyed a long career in a particularly messy and degrading part of the adult film industry. If there is an opposite to memory foam (amnesia foam?) that is what the bed was made of."

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design trends 2022 By Mike Parker-Brown, Industry Reporter

So, a bed is just a bed, right? Well actually no, a bed is so much more than that given the average person spends around 36 years - an average of 43 percent of their life - lying in a bed. Picking and presenting the most appealing and comfortable bed is a deal more important than most people think. And from an accommodation provider’s perspective this advice is even more important. While the guest might not be spending 36 years in that bed, the bed is usually the first thing guests see (and try for comfort) when they walk into their room. It needs to make an inviting first impression Whether it’s business or pleasure, guests want to feel a sense of warmth, comfort, and style. In this feature we will look at the latest trends, designs and colour palettes for bed accessories, luxury linen, as well as bedspreads and bedcaps. Accom News spoke with Vicki Lugg, manager for Melbournebased hospitality bedding and linen provider - Jason Commercial, supplier to premium hotels and resorts, as well as parks, boutique accommodation and motels including Golden Chains, Budget Motels & Best Westerns. Vicki gave us her top tips for luxury bed presentation and what’s trending for bed covering colour palettes and textures in 2022. She also offered her best advice for smaller

AccomNews - Summer 2022

Image courtesy of Jason Commercial

The colour pallet for next season is soft and subtle, and earthy tones are key

Vicki, what are your top tips for luxury bed presentation?

Coordinate colour and texture with existing fixtures and fittings in your rooms. Sometimes a pop of colour or a contrasting texture or design can enhance a room and give it a new lease of life.

First, understand the surroundings of your rooms, property and area.

If your property is highly rated, choose premium quality bedding and linen for a luxurious night’s

accommodation providers, and those working within a budget.

HOUSEKEEPING

sleep. For example, choose feather and down quilts and pillows, cotton linen and deluxe decorator items. If your property is more modest, select the appropriate level of quality to accommodate your guests and their requirements. Always make sure your beds are made to perfection, no matter what rating your property is. Linen needs to be fresh, crisp and pulled tightly. Pillows need to be plump, so completely fill the pillowcases because guests don’t like ‘floppy dog ears’ on the corners. The modern look for making a bed is triple sheeting. Then complete the effect with a decorative bed runner and cushion.

You can completely alter the theme of the room with a simple change of decorator items. This is cost effective and will suit all levels of budget.

What are the latest colour palettes and textures trending for 2022 in bed coverings? The colour pallet for next season is soft and subtle, and earthy tones are key. Spicy orange and pink, earthy, warm natural tones, muted sage green, jade and aqua are prevalent for 2022. Charcoal and grey tones are strong and chartreuse, and aubergine can add a pop of contrasting colour.

Ask your supplier for the best option to compliment your property and rooms.

Texture also plays an important role in adding layers of interest and will add depth to your décor for the coming year.

What are the most important things managers should look for when purchasing new linen?

Don’t be afraid to mix and match colour and texture with your existing fixtures and fittings.

In most circumstances, budget plays a crucial role when purchasing new linen.

Pinpoint a key item or colour in your room that is strong and build your colour theme around that inspiration.

Consider the rating of your property and the expectations of your guests, then ask for assistance from your supplier

to help choose the most appropriate bed linen that will satisfy your guests and keep them returning to your property.

When it comes to bed presentation what is your advice for smaller accommodations on a budget? Easy care laundering is generally important for smaller, budget conscious properties. For example, polar fleece blankets are ideal for smaller accommodations, as they wash

and dry rapidly. Whereas cotton and wool blankets can hold up to four times their weight in water, therefore taking a longer time to wash and dry. Again, always ask your supplier for the best option for your bed linen, blankets, protectors, decorator items and so on... And to achieve the best colour palette, make sure you choose colours that compliment your rooms, while offering good quality and staying within the restraints of your budget.

Because first impressions always count... For all your bedding and bed linen needs. With over 50 years of experience supplying the Accommodation industry, we know our bedding! Find the solution to all your needs in one place. HOUSEKEEPING

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E vicki.lugg@mcneil.com.au

P 03 8390 3333

AccomNews - Summer 2022

Hospitality Education:

Pathways to success By Mike Parker-Brown,

a one-year full time (or part time equivalent) course which starts from around $9,800 for a Government Supported Place, with FEE-HELP available.

Industry Reporter

Hospitality management is an important part of the service sector, it has significant presence in the industry and as the sector continues to grow, so too the demand for qualified professionals who can execute many different tasks at a high-quality level and manage supervisory works efficiently. That demand has never been greater as the industry today faces a situation where job vacancies in a COVID-induced environment look set to top 100,000. Speak to anyone who has enjoyed success in the sector and they will tell you the best way to go about starting a career in hospitality management is to embark on a qualification course, because there is no better way to prepare a student’s understanding of the operational aspects of the business and provide a solid grounding of the fundamentals they need to acquire in order to succeed in the industry. Helping on average 23,000 students at its campuses in Sydney and Melbourne annually gain their credentials, specialist training provider, William Angliss Institute has been right there at the coalface for more than 80 years, delivering a range of courses for the food, tourism, hospitality, events, and hotel management industries. These cover the spectrum, ranging from apprenticeships, accredited traineeships, and diplomas through to graduate certificates, bachelor and master degrees The Institute’s eight-decade long reputation and industry connections play a key role in ensuring the students have the opportunity to undergo exciting hands-on work experience and the chance to connect

AccomNews - Summer 2022

Does the hospitality and tourism industry participate in student learning? Should it do more?

with prospective employers. These industry connections include the Australian Hotels Association, the Victorian Tourism Industry Council, Melbourne Food and Wine Festival, and the esteemed Great Chefs Program which, running for 25 years, provides cookery and hospitality students with the opportunity to work alongside some of Australia's most recognised chefs. Accom News sat down with William Angliss Institute Associate Director, Student Recruitment and Services, Sarah Lawrie to ask her thoughts on the best pathways for those looking to forge a career in hospitality.

What are the best pathways into hospitality? Summer is the perfect time to experience the hospitality industry to see if it is for you. Why not take a summer job with any one of the myriad of festivals, events, shows, sporting tournaments or in one of the bars, pubs, restaurants, cafes, or cellar doors happening? You may be surprised to find it’s the perfect industry for your personality and passions.

What short courses, entry-level certificates, high-level diplomas are available? William Angliss Institute offers the full range of hospitality courses, from short courses including F&B

service, RSA and food handlers courses, to Vocational Education and Training (VET) programs delivered to Secondary Schools with Certificate II in hospitality and Certificate II in kitchen operations, free TAFE Certificate III in hospitality, diploma and advanced diploma of hospitality management right through to bachelor of tourism and hospitality management programs. Explore the links between food and beverage, hospitality and tourism.

Do hospitality qualifications provide career enhancement? Yes, certificate-level qualifications provide a strong fundamental skill base for entry level positions, and diploma and advanced diploma qualifications provide a detailed understanding of the industry, learning about business operations, human resources, legal knowledge, and service quality to prepare you to enter a management position.

How much do educational programs cost? Are there any government funded programs available? The Free TAFE Certificate III in hospitality is a great place to start your training as eligible students don’t have to pay tuition, only the student service fee. You can then pathway to the diploma of hospitality management,

HUMAN RESOURCES

At William Angliss Institute, we have very strong connections to the industry and regularly have experts from the hospitality and tourism industries speak to students and share their insights and knowledge about the changes and challenges in the industry to prepare students for their first steps in their career. We also have an extensive calendar of study tours, site visits and work placements so students can connect and learn from industry before they graduate.

And finally, do you have any stories about ex-students who have had successful careers in hospitality? A perfect example is Cameron Maher. A William Angliss Institute Hospitality Management Diploma has taken Cameron around the world, and from waiter to group assistant and general manager in just seven years. Cameron completed his Advanced Diploma of Hospitality Management at the institute from 2007 to 2010 and then travelled to London to land a job at Dinner by Heston Blumenthal London. Cameron was working at The Fat Duck in the UK when he was asked to be part of the team to open The Fat Duck in Australia. Cameron then became head waiter at The Fat Duck in Melbourne before being promoted to assistant restaurant manager at Dinner by Heston Blumenthal Melbourne and then he moved on to the role of restaurant manager at Estelle by Scott Pickett in Northcote.

A lost key is one of life’s most frustrating conundrums

By Mandy Clarke, Editor

Time spent looking for, or replacing a lost key is infuriating, not to mention expensive, especially when you need to replace the lock. For accommodation managers a misplaced key is an even more serious problem, or possibly a security emergency. Accom News spoke to David Ishak from Australian Security Technology (AST), which has been setting up systems for a range of hotels and accommodation providers since the mid-1990s. He agreed managing keys is an ongoing headache and a costly problem for accommodation managers.

David suggests you do the following: •

Identify what sort of keys you issue to guests. Access/proximity or swipe style card, or physical keys?

•

What sort of keys are you issuing to your staff and contractors?

•

How are your keys affixed to each set? Do you have a secure ring to prevent loss?

Who is responsible for a missing set of keys and how do you currently prevent this?

•

Would an audit trail on the movement of keys be important?

•

How many sets of keys are you issuing to clients, staff and contractors on a daily basis?

•

Do you have critical infrastructure keys that require certain licensing to access areas and what vetting do you currently have around the issuance of these key sets?

• David Ishak

He said: “If you lose a set of keys you should get the barrels on each of the doors re-cut by your local locksmith to ensure security and privacy laws are met. In many cases, a lost key is foul play by people with the wrong intention. The cost of replacement is one problem but

AccomNews - Summer 2022

Do you have duplicates of key sets, do they all need to be in circulation, or can you keep the duplicates stored elsewhere?

Would it be beneficial

the cost from illegal consequences may be far more serious.” In addition to dealing with lost keys David says: “Some insurance companies will cover the cost of bulk key barrel replacements, but it may not be worth the claim. However, when it happens several times a year, the cost quickly adds up.

to have an automated electronic system that can manage the issuance of keys, or do you have front desk staff that you can reliably count on to perform this for you?

Once you have completed the above it should be clearer which management system would best suit your requirements. Although there isn’t one product that can do it all when it comes to key management. David advised that it’s best to contact a company who specialises in key management for the accommodation sector. He added: “Once an internal company policy is in place, the simplest key management practices can save thousands of dollars and hours of wasted staff time.”

“A single key may only cost $10 to cut but a registered and secure key could cost over $100 and there are only a handful of locksmiths that can provide the service. You also need to factor in a turnaround time for key cutting and this can vary between one day and three weeks.” A good electronic key management system reduces the

SAFETY & SECURITY

risk of lost and stolen keys and removes all the daily headaches of identifying where keys are, who has them and when they’re due back. In addition to dealing with lost keys David says trying to identify which keys open what doors can also be very stressful. To avoid such problems, you should have full control of all your key sets, not only to the guest rooms but also to your office, plantroom, storage, and roof top areas. To prioritise the safety, security and privacy of both staff and guests, the careful management of keys throughout a property is a vital aspect of an accommodation manager’s job. According to David, it is important to always know where your keys are. He said: “An automated process requires little to no effort. “A good key management system can provide an audit trail on the movement of key sets. Some provide email and SMS alerts and notifications for missing keys and an automated control for those who are permitted access. A more comprehensive system can prevent access to certain keys and to private parts of the property.” Having a well organised key management system is also a guest pleaser. David explained that “the convenience of providing an after-hours service outside of front desk hours is appreciated by guests”. He said: “Guests are always reassured and impressed by the introduction of a good key management system.” It just makes sense to invest in some form of key management system but, how do you identify what solution you need and how much to invest?

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SINCE 1996

Q&A:

Key management with Michael Benikos

By Mandy Clarke, Editor

Accom News posed some quick-fire questions to Michael Benikos, Managing Director ASSA ABLOY Global Solutions Australia

If the locks do not communicate to a central server, the manager would need to go to each lock and swipe a cancel card which takes 1-2 seconds per lock.”

When keys are lost what are the implications? Security of the building during the time it takes to cancel the lost key. Lost productivity during the time it takes to cancel the key.

What are the challenges of replacing keys in an accommodation property?

Michael Benikos, Managing Director, ASSA ABLOY Global Solutions Australia

How much of a problem are lost keys to accommodation managers? This depends on what type of keys are used. If they are using traditional metal keys and the lost key was a master key it could mean re-keying the whole site which could cost thousands of dollars. If the key lost was a card key the cost of the card is only $1 to $2. If the locks are online communicating back to a server, cancelling is only a push of a button.

AccomNews - Summer 2022

With cards it is very simple and there’s no need to access the room. With mechanical keys you need to access every room to rekey the lock, which can be difficult if the property is occupied.

What is the potential impact of lost keys on guests? Again, security and inconvenience but this is minimised if the site has a card system in place.

How do effective key management systems work? Having a system like Traka would ensure all keys are secured in a cabinet and only people allowed to access the cabinet can take the keys. Access to keys in the cabinet can also be restricted.

Image courtesy of ASSA ABLOY Global Solutions Australia

How do key management systems improve health and safety and streamline workflow? These systems can track who has accessed the cabinets and if connected online they can alert by email or text if a key has not been returned.

Also, when it is easy and inexpensive to cancel lost cards, it improves security and is more convenient for guests. If guests lose a metal key, they will be charged, and the locksmith will need to change the barrel in the lock to cancel the lost key.

How do key management systems improve guest experiences?

When an effective key management system is in place what is the impact on the manager, the staff, the workplace, and the guests?

The use of card-based systems allows hotels to issue as many cards as they like to guests rather than metal keys, where only one key may be available.

Improved security and convenience. It also gives the manager of the site control of the system, and they can easily cancel or restrict access.

SAFETY & SECURITY

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CHRISTIE’S ICON ACCESSIBLE BARBECUE CABINET Christie’s ICON Accessible Barbecue Cabinet has received a prestigious 2021 Good Design Award recognising its outstanding design and innovation. The ICON cabinet is a modern interpretation of Christie’s Modular cabinet that has become synonymous with Australian public barbecues. The versatile design incorporates current requirements for sustainability, inclusivity, and occupational health and safety. The Good Design Awards Jury commented: “A definite improvement on existing offerings, the design has thoughtfully considered the experience of users of all abilities. The considerations of social distancing are also thoughtful. Aesthetically the design is robust and clean, and will integrate well into public spaces.”

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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.

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AccomNews - Summer 2022

03 8568 3611

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WHAT’S HOT

Christie Barbecues

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25KG RESORT UMBRELLA BASE

THE ZEBRA DINING ARMCHAIR

When we sourced this product, we got a little excited, strange you might think as a lump of concrete with a post in it is not the sort of thing that generally gets the heart racing. But this is not just another lump of concrete, and we are outdoor furniture fanatics so the devil in the detail is what we like. Two key features set this apart, they are the fact that the stem is aluminium…NO RUST. Also the stem is secured by a full stem diameter thread, not just a bolt in the middle… NO WOBBLY STEMS. Enquire now about this and other resort focused shade products.

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By FAST- Made in Italy- Design Studio Lievore Altherr. Designed with both home and contract use in mind, these fabulous chairs are stackable and they are available in a wide range of colours. Thanks to durable die-cast aluminium, the Zebra collection is a timeless approach to year-round outdoor living. The Zebra chairs can be accented with back and seat cushions made from fabric designed for outdoor use that is resistant to water, stains, UV rays and abrasion. Available @ Cotswold InOut Furniture; Price $995 each. 10% off Retail price for AccomNews readers.

07 5493 4277

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NERO BRINGS THE HEAT WITH THEIR LATEST KETTLE Nero’s latest kettle offering is the sleek and modern looking Select Kettle. Available in a brushed stainless steel or matt black finish, it is a perfect fit for hotels and accommodation due to its 1 litre volume and ease of cleaning. Its features include a 360 degree base, concealed element and removable mesh filter. It is quick to boil for a well earned tea or coffee. As with all Nero products, it comes with the reassurance that it meets current safety standards and also includes a 1-year warranty.

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Cotswold InOut Furniture

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07 3252 8488 / 1800 677 047

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COMPASS DELIVERS DELUXE HOUSEKEEPING TROLLEY Compass produces a wide range of trolleys and carts that cater to the hotel and accommodation industry. One of their most popular trolleys has to be the Deluxe Hard Front Housekeeping Trolley. It features lockable doors, all round bump protection and heavy duty soft ride castors to ensure ease of manoeuvrability. With plenty of storage space below and 2 heavy duty 100 litre bags either side the Deluxe Hard Front Housekeeping trolley can accommodate everything you need.

02 9906 2202

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WHAT’S HOT

Weatherdon

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AccomNews - Summer 2022

Preferred Supplier Programme 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.

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 - Summer 2022

The sign of an Industry Specialist MANUFACTURERS OF QUALITY BEDDING QUALITY WITHOUT COMPROMISE FACTORY DIRECT PRICES

www.accomnews.com.au/ business-directory FURNITURE

BED SPREADS & BED COVERING PRODUCTS

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 AccomNews magazine and online at accomnews.com.au.

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

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• 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

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.

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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

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

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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.

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The sign of an Industry Specialist

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PREFERRED SUPPLIER DIRECTORY

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The sign of an Industry Specialist

www.accomnews.com.au/ business-directory

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Australia’s Leading Hotel Bedding Suppliers

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07 5437 8544

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Phone: 1300 651 355

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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 - Summer 2022