AccomNews, Autumn 2022 by Multimedia AU/NZ

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The essential industry guide

Issue 79 | Autumn 2022 | AUD $16.50 incl GST | accomnews.com.au

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Inside our autumn issue

AccomNews is distributed quarterly to hotel, motel, resort and apartment properties throughout Australia by Multimedia Pty Limited.

Front Desk___________________________________________

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.

Editor's Note: Up in the air again enticed by 'Bleisure'........................................ 05

Industry_____________________________________________ AHA Voice: ‘Everyone’s a winner’ when it comes to mature workers hospitality pilot program................................................................................................... 06

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Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. AccomNews, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 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: CIAA celebrates 30 years at National Conference..................................................................................................... 07 QTIC Voices: Queensland tourism industry update............................................... 08 TAA Voice: New hotel labour agreement key to easing skills shortage.....................................................................................................10 AA Voice: Positive signs for sector but workforce shortage needs to be addressed....................................................................................10 ATEC Voice: It's time for tourism and election deliverables....................................................................................................11

Management________________________________________

Sustainability: Do you have the right mindset for change and opportunity?............................................................................................14

Profiles______________________________________________

Introducing Aiden Darling Harbour: Curious, characterful & current.......................................................................................18 Hyatt Centric centres on vibrant heart of Melbourne........................................... 25

Oakwood’s towering success.......................................................................................... 26 Introducing: Travelodge Hotel Hurstville Sydney.................................................... 28

Marketing___________________________________________

How to stand out from the crowd on Airbnb............................................................ 29 The world of hotel commerce is knocking at the door of hotels...................... 30 Bleisure trips, workations, & positioning your hotel for the latest hybrid travel trends...................................................................................32

Refurbishment_______________________________________

Flooring options: We’ve got you covered!................................................................... 36 Case Study - The Isla: Reviving retro for the modern traveller.......................... 40 Sydney’s Kimpton Margot makes her entrance into the world of luxury hotels in Sydney.................................................................... 48

Pty Limited

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

EDITOR Mandy Clarke, editor@accomnews.com.au INDUSTRY REPORTERS Rosie Clarke, Grantlee Kieza and Mike Parker-Brown PRODUCTION Richard McGill, production@accomnews.com.au ADVERTISING Joe Clarke, j.clarke@accomnews.com.au Dee Dawson, d.dawson@accomnews.com.au SERVICE Gavin Bill, service@accomnews.com.au CONTRIBUTORS Stephen Ferguson, Stuart Lamont, Daniel Gschwind, Michael Johnson, Richard Munro, Peter Shelley, Sylvia Johnston, Bradley Haines, Sarah Johnston and Daryl Brett.

Human Resources____________________________________

The value of taking the right first step......................................................................... 49

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

AccomNews - Autumn 2022

Technology__________________________________________

Rewards of the digital compendium.............................................................................52 Q&A: Embracing the dynamic development of digital display technology............................................................................................................... 56

Energy & Resources__________________________________

Keep your guests warm and profits high in winter................................................. 60

What’s Hot.......................................................... 62 Guest Facilities______________________________________ Give your guests an all-year experience..................................................................... 64

Housekeeping_______________________________________

Sleep: Invest to give your guest the best rest they’ve ever had............................................................................................................67

Food & Beverage_____________________________________

KEY Commercially funded supplier profile or supplier case study

Cool hospitality venues kit out their staff.................................................................. 50

Portion control for sweet treats that satisfy............................................................. 70

Safety & Security_____________________________________

Virtual or physical key?........................................................................................................72 Lock-in the latest technology in 2022...........................................................................78

Preferred Supplier Directory................................. 82

FRONT DESK

Welcome to AccomNews.

by Brisbane, Sydney, and Melbourne later in the year.

Our Autumn edition is jampacked with everything from door locks, digital compendiums, and beds, to conference updates and expert tips to improve your accom business this quarter. Flick straight to our special supplement this issue for our definitive 2022 Guide to Property Management Software. Much has happened since our last issue! We are now back in the air and international travel has officially re-started; the first face-to-face industry events of 2022 have already kicked-off. With many more upcoming events now announced, we aren’t the only ones with bulging calendars - looking forward to meeting with many of you throughout the second half of the year! So far, I’ve attended CIAA’s National Caravan Conference

Mandy Clarke, Editor editor@accomnews.com.au on the Gold Coast, where the association celebrated 30 years in the industry. Then, I scooted off to the Maximum Occupancy Australia Conference in Sydney, organised by Fastrack CEO, Adrian Caruso. Coming up: in May, ARAMA celebrates 30 years with a special Gold Coast gala dinner and, in June, the 80 Twenty Hotel Conference will hit the Gold Coast, followed

I was also privileged to attend a delicious lunch at Sofitel Brisbane Central, where I met Accor Pacific’s new CEO, the inspirational Sarah Derry. When it was announced that an HR leader had been appointed to take Accor into the future, a few industry eyebrows were raised. But think about it: a ‘people focused business’ chose a highly respected HR expert to lead the way in the middle of a ‘staff and talent crisis’… what an exciting, visionary decision! On the subject of exciting… I’ve been invited to attend Expedia Group's EXPLORE 22 event in Las Vegas at the end of this month. Right now, I am busy preparing to fly off to interview a line-up of Expedia experts and gather interesting editorial for our next edition of AccomNews.

NUMBER

My unexpected “Bleisure” trip is also a great opportunity for me to report back on my post-COVID international travel experience. So far, the paperwork has been a nightmare, wish me luck!

EDITOR’S NOTE

Up in the air again enticed by 'Bleisure' Back to this magazine, where sustainability is a strong theme. I am convinced every business owner must focus on sustainability, and let it influence each business decision, from employing staff to renovating guest rooms, purchasing uniforms, and upgrading pool heaters. But how? Let’s talk about it: after the chaos of the last two years, the idea of a sustainable future seems untenable but also enticing. Let’s think about how we can achieve it as we push forward into 2022! Cheers, Mandy.

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FRONT DESK

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AccomNews - Autumn 2022

AHA VOICE

‘Everyone’s a winner’ when it comes to mature workers hospitality pilot program With the election almost upon us there will never be a better time for all sides of politics to help us tackle the chronic shortage of hospitality workers in hotels and accommodation venues Australia-wide. More than two years of the COVID pandemic have wrought havoc on our sector and one of our largest traditional pools of working talent; namely international students, working holiday makers and visa workers who are only now starting to trickle back. Over the Christmas/New Year period alone 100,000 positions were vacant with venues forced to close on certain days and reduce hours to give hard-working staff a break. It has become increasingly obvious many older Australians are ready and willing to play a role in sectors like hospitality but remain a largely untapped resource. That is why the Australian Hotels Association, and our sister organisation Tourism Accommodation Australia, have

Our scheme to attract mature-aged workers into these jobs would see real outcomes Stephen Ferguson CEO, Australian Hotels Association

joined forces with the RSCA and the Regional Australia Institute to seek about $300,000 from the Federal Government to increase the percentage of mature aged workers in our sector. Even before the pandemic there was a dire shortage of hospitality workers, consistently ranking near the top of the 12 most advertised occupations are core hospitality workers: food trades (including chefs and bakers), hospitality and retail managers and hospitality staff (co-incidentally TAA CEO Michael Johnson has plenty to say on the important work TAA has recently done on this issue in an accompanying column). That’s why we want to use the extra funding to target the mature talent pool in three pilot

regions, SE NSW, Euroa in Victoria and the ACT, all areas where the accommodation sector has long struggled to fill positions. Canberra’s major accommodation hotels and outsourced housekeeping companies are constantly advertising. Due to the inability to fill permanent positions, hotel occupancy continues to be restricted due to these ongoing staff shortages. Even in Budget week recently some hotels didn’t offer room service and skipped the lunch-time meals in on-site restaurants entirely. South East NSW was obviously hard-hit by bushfires, then COVID, with a stalled regional labour market with no resolution in sight for much needed chefs and wait-staff – one local publican said his team was “running on empty.” NE Victoria is lucky to be busy but, sadly, has virtually no takers for many hospitality and accommodation job positions. Our scheme to attract matureaged workers into these jobs would see real outcomes quickly by finding, placing and supporting workers ready and able to start.

AccomNews - Autumn 2022

It will place facilitators in each region to work directly with older residents to understand their expectations of hospitality work and any barriers they may have. It will deliver any entry level certification needed, and work with employers to ensure new workers are ready to start.

INDUSTRY

In each pilot region the facilitators will bring together small groups of 8 to 12 mature aged workers with an interest in working in the hospitality and accommodation industry. The ‘action phase’ will work with these groups to help participants learn how to pitch themselves to employers in the industry, close any qualification gaps they may have, and broker suitable positions for them (hours and duties) with employers in each pilot region. We expect at least 50 percent of participants will be placed in suitable work. There will also be a major research component which will help us learn more about placing mature workers wanting a new career in hospitality. The simple fact is there is a pool of retired people out there keen to contribute, including many older workers who lost jobs during the pandemic with the skills to work in accommodation and hospitality. They are reliable, hard-working, and mature, want to have a go, have a lot to offer in life skills and we need their help. We need a national program to promote the fact hospitality work is not just for younger people but for people of all ages who are keen to have a go in our great industry and this pilot program will help us understand how to better match their needs with those of the industry. Everyone’s a winner.

The 2022 National Caravan Conference happened in April at the wonderful RACV Royal Pines Resort, and it was bigger and better than ever before. CIAA put together an extraordinary event to celebrate 30 years from when the Caravan Industry Association of Australia (and its previous iterations) was founded. The conference opened on March 30, 2022, with masterclasses followed by a buzzing trade expo and an official opening attended by over 800 delegates and AccomNews was there too. At the welcome CIAA CEO, Stuart Lamont told us that the industry members, associates, and suppliers were keen to meet up face to face, once again, after a few years of isolation,

He said he is looking forward to what the future may hold, and he expects domestic tourism will continue to grow and caravan and holiday parks will continue to be the popular leisure choice for many. He added that he is also excited by the growth of corporate and events for the sector. The wonderful hosts at the RACV Royal Pines Resort went 'all out' presenting and providing an exceptional array of F&B offerings on the welcome night and throughout the three-day event.

Stuart Lamont CEO, Caravan Industry Association of Australia

and the event was the perfect opportunity for everyone to reconnect and celebrate 30 years of the association. He agreed that caravan and holiday parks are iconic, much loved and integral to Aussie culture, and although the last two years have been very difficult for the whole accommodation industry, this sector has been the “quiet achiever”.

The National Conference is aimed at those seeking personal development, leaders looking for innovative solutions, and businesses keen to connect. The vibe of the event was not just about what this sector has been through and achieved but also a look forward to the exciting things that are around the corner for the industry.

An impressive array of innovative and inspiring speakers took to the stage throughout the event including, a very open and personal talk from inspirational Australian Michael Crossland, which saw attendees visibly moved by his real and raw story.

CIAA VOICE

CIAA celebrates 30 years at National Conference

The message from keynote speaker and leadership strategist, retired Major Matina Jewell was alarmingly simple - we are all leaders, and every successful organisation has leaders in every position. She said: "Step up and lead even though it's not your job." And: "Future proof by getting a front foot ahead of change." The conference continued with a wide range of workshops and masterclasses, prizes, awards, and recognition for industry achievers, followed by a rock concert and gala dinner. What a week!

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AccomNews - Autumn 2022

QTIC VOICES

Queensland tourism industry update It has been a wild and distressing ride for our industry over the last two years and it is perhaps too early to declare the crisis over, but not too early to recalibrate our outlook to a more optimistic setting. If I needed any more inspiration to reach that conclusion, it was on March 18 at the Qantas Australian Tourism Awards held at the Novotel Twin Waters on the Sunshine Coast. The joy of coming together again, in person, as a national industry was palpable in the room. More than 700 guests from all states and territories (welcome back WA!) celebrated the state and territory award winners, as the national gold, silver and bronze winners in 25 categories were announced. Every single entrant in the awards is a shining example of the extraordinary determination and commitment of operators in persisting against overwhelming odds during the multiple challenges of the last few years. A common theme during the acceptance speeches was the loyalty and support of operators and their staff. It goes right to the heart of what our industry is about and what makes us so strong.

Daniel Gschwind

Brett Fraser

Former Chief Executive, Queensland Tourism Industry Council

Chief Executive, Queensland Tourism Industry Council

I take this opportunity to introduce my successor in this role as Chief Executive of QTIC, Brett Fraser We are, of course, especially impressed with the Queensland national award recipients:

QLD Gold Winners

Aboriginal & Torres Strait Islander Tourism: Spirits of the Red Sand

QLD Silver Winners Major Tourist Attractions: Currumbin Wildlife Sanctuary

Adventure Tourism: Red Cat Adventures

Business Event Venues: Empire Apartment Hotel

Tourism Wineries, Distilleries & Breweries: Bundaberg Rum Distillery Visitor Experience (Hall of Fame)

Major Tour & Transport: Operators Red Cat Adventures

Hosted Accommodation: Narrows Escape Rainforest Retreat

Caravan & Holiday Parks: Julia Creek Caravan Park

4 to 4.5 Star Accommodation: Empire Apartment Hotel

Self-Contained Accommodation: Pinnacles Resort

Major Festivals & Events: Beef Australia Limited

QLD Bronze Winners 5 Star Accommodation: InterContinental Hayman Island Resort

Festivals & Events: Isaac Regional Council Economy and Prosperity Department

AccomNews - Autumn 2022

Tourism Retail & Hire Services: Pelican Boat Hire Visitor Information Services: Longreach Visitor Information Centre Congratulations to all award entrants, state and national, we can all be proud of their achievements.

INDUSTRY

Meanwhile, QTIC continues to advocate and work with state and federal governments to direct necessary and targeted support measures to our tourism and hospitality sector to accelerate the recovery. We recognise the partnerships and investments that governments have offered our industry during the most desperate times, including recent additional programs from the state government and the Commonwealth. Nevertheless, the entire community will benefit from an ongoing government investment in our industry’s recovery and QTIC will continue to make that case at every opportunity. This, of course, includes the federal election. In partnership with the Australian Tourism Industry Council (ATIC), QTIC has set our election priorities, based on what our industry has identified as the key opportunities for the future. Tourism is and must be a bipartisan priority and we hope the next government will recognise the enormous potential that this sector offers economically, environmentally, and socially. Finally, I take this opportunity to introduce my successor in this role as Chief Executive of QTIC. Brett Fraser, most recently CEO of the Brisbane Economic Development Agency (BEDA) will take on the job in late April. Brett is highly credentialled and wellplaced to guide QTIC into a new era, building on the partnerships we have in the industry and with stakeholders in government and other sectors. We have a highly professional QTIC board and team in place that will work with Brett to continue to deliver value to our members and the industry. Personally, it has been an absolute privilege to lead QTIC over the last 21 years and work with so many inspiring and inspired people in an industry that will always be part of me.

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AccomNews - Autumn 2022

TAA VOICE

New hotel labour agreement key to easing skills shortage The hospitality skills shortage is not new. Anybody who has worked in a hotel in the last decade knows getting and retaining staff has been a problem for a long time. But in the last two years this problem has grown into something much worse. The global pandemic not only distracted governments and business from tackling our staffing issues it also created a unique set of conditions that have made it worsen ten-fold. The lack of international students, working holiday makers and temporary visa holders is hampering our sector’s ability to recover. Hotels simply cannot get skilled workers like chefs, cooks, managers and frontline staff such as food and beverage and room attendants.

Michael Johnson CEO, Tourism Accommodation Australia

When you exacerbate the problem with COVID related staff absences and the great migration away from hospitality during two years of intermittent lockdowns - it is a wonder many hotels can open their doors at all. However, there is some reprieve on the way. After years of lobbying by TAA and AHA the federal government has announced new temporary labour arrangements specifically for hotels and accommodation. This targeted set of labour

The federal government has announced new temporary labour arrangements speciﬁcally for hotels and accommodation

agreement settings is designed to support businesses to fill critical skill shortages in the hotel and accommodation industry, including in-house food services. These arrangements are temporary to support recovery from COVID-19 and will be reviewed after 12 months. The agreements will enable approved businesses to

sponsor skilled overseas workers when there is a demonstrated need that cannot be met in the Australian labour market and where standard temporary or permanent visa programs are not available. The main benefit of this new labour agreement is that a list of key occupations will now have a pathway to permanent residency.

AA VOICE

Positive signs for sector but workforce shortage needs to be addressed Firstly, we want to extend our thoughts to those members recently affected by the floods on the eastern seaboard of Australia. It has and is having a devastating impact on those properties, and we wish you a speedy recovery. A positive from the flood crisis came when Jim Wilson, a drive announcer on 2GB interviewed a struggling motel operator in flood ravaged Lismore who explained that on top of everything else they were being hounded by Booking.

AccomNews - Autumn 2022

Richard Munro

CEO, Accommodation Australia

com and Expedia for payment of commissions. This led to Radio 2GB & 4BC running a boycott campaign on the OTAs and we have supported this book-direct campaign, that’s making listeners aware of the many advantages of dealing directly with the property.

The forward outlook for our industry is looking better by the day, with positive news about international borders opening and corporate and conference travel recommencing. Qantas predict to have domestic travel back to 100 percent by September. Last week there were 3387 domestic flights compared to 4700 flights average pre-COVID. International is still a fair way off with 25 percent of arrivals of pre-COVID numbers but the good news is that around 40 percent are ‘Working Holiday Makers’. Regional Australian properties have been outperforming the capital city properties for nearly two years and this is expected to be the case for at

INDUSTRY

least another year as Australian companies begin travelling again, rather than zooming. Analysis on forward bookings by our friends at STR demonstrate further improvements in 2021 and Easter is looking like a very good holiday period. However, we are running a very big risk of not reaching our potential, a handbrake on all this positivity - if you will. As an industry, tourism provides the nation with a large economic contribution and our workforce has contracted by around 30 percent (according to the Australian Bureau of Statistics, accommodation and food services was the hardest hit industry for job losses).

The agreement is for hotels and accommodation only. This is a good win for our industry. It is not a silver bullet that will solve all our shortcomings, but it is a very good step forward. This labour agreement will make Australian hotels more competitive in attracting key staff. A pathway to permanent residency is a big drawcard and countries like New Zealand and Canada already have this in place. On the old scheme a cook could live and work here for four years, build a life and a career, and then have to leave. Now we can offer the prospect of a new life. Hotels can apply for a five-year agreement giving them certainty on the numbers and types of occupations they can bring in and membership of the AHA, TAA or AAoA is given favourable weighting by the

The Association is lobbying government along with ACCI, TAA, AHA and others to relax some of the work conditions of working holiday makers and students to provide an immediate pool of labour to help run our labour-intensive businesses. We are always going to want to employ Australians first, given it makes business sense as it reduces turnover, but with unemployment rates nosediving to 4 percent, we have virtually exhausted that domestic pool. With a federal election looming, the conservative government are listening but are wary of relaxing employment conditions in this environment. But it is time to look at every possible means to get people back into work, the industry has never had a

department in consideration of agreement applications. This Labour Agreement helps support Australian jobs, rather than undermine them. If hotels can’t fill skilled positions like chefs and managers, it jeopardises the job security of the entire workforce. The Labour Agreement contains the same strong protections embedded in Australia’s skilled migration program, meaning it cannot undercut the Australian labour market. Businesses need to advertise jobs locally first, and skilled migrant workers cannot get paid less than an Australian worker would doing the same work in the same location. Workers must also meet English language and work experience requirements. Enabling a pathway to permanent residency for skilled migrant workers provides certainty for the visa holder, the business and the other employees at the hotel. TAA and AHA have advocated for this change for a long time and it is great to see our submission has been approved and that the federal government has listened.

greater need than now. We have also requested an expansion of the Pacific Island Labour Mobility scheme ( PALM ) where there are thousands of workers keen to work in Australia, but we have heavy limitations on where that may transpire. Our own industry programs are also seeing great takeup with the GAPPA already over 100 registrations, and we want all members to participate, but we need thousands of workers. It is time to have serious, grown-up conversations about our workforce and we intend to have those with all sides of politics leading into the federal election to help our members get a better outcome after two years of almost impossible trading conditions.

It's time for tourism and election deliverables So, our borders are open and the barriers to travel are slowly coming down, but it still doesn’t feel like travel as usual. New COVID variants, uncertainty, a kaleidoscope of travel requirements, questions of insurance and regional insecurity continues to plague the industry’s restart. The supply chains our industry once relied upon are only just starting to reconnect, but ATEC member businesses don’t expect to see any notable income from international visitors until much later this year. Since before the COVID outbreak ATEC has been advocating for industry support from the federal government. We were the first industry to suffer a significant setback with the bushfires of summer 2019 followed closely by COVID, which closed our borders on March 20, 2020. As we head into election ‘22, ATEC is calling on both parties to help the inbound tourism sector to reconnect to our international markets. These are the things our members tell us that we are going to need to help get the industry moving. While recently announced Tourism Australia marketing funding will be vital to the restart, and we are also seeing a positive rebuild of aviation capacity, the biggest challenge will be the industry’s ability to gear back up to cope with the growing demand. In the first instance our export tourism businesses will need support to get back into the market and meet with international trade partners – the people who can help convert a desire to visit Australia into an actual booking. Ensuring this destination is front of mind for the agent is an important part of the customer conversion process, especially post COVID when intending travellers have many questions around COVID requirements. It will be critical that international trade has the knowledge to build confidence in their clients that travel to Australia is safe and simple. INDUSTRY

ATEC VOICE

The occupations include café and restaurant manager, hotel or motel manager, hotel service manager, accommodation, and hospitality manager, cook, chef and pastry cook.

Peter Shelley Managing Director, Australian Tourism Export Council

To this end ATEC is pleased to see the government has made further investments into the Export Marketing Development Grant Program and we are keen to ensure the conditions of those grants are optimised to support our best and strongest product offerings. Our second challenge applies across many sectors of the economy which are struggling to find enough workers, skilled and unskilled. This is nowhere more pertinent than in the tourism sector which saw an exodus of workers as tourism businesses shut their doors. As an industry which was already suffering a shortage of more than 30,000 staff, it will be a long road back. We will need programs to support restaffing and retraining and importantly, a way to incentivise people to become language tour guides, one of the hardest hit specialisations. These people are invaluable resources for export tourism sector and help to ensure our visitors can access and appreciate all that we have to offer. While the recent federal budget offered some important support for tourism businesses, ATEC eagerly awaits the detail of long-term tourism policy platforms to be delivered by each party ahead of the upcoming Federal Election and we are looking for specific workforce initiatives, visa reforms and support for businesses to get back into the international marketplace. There is no doubt it will take many years to rebuild this $45Bn tourism export sector, the only way to expedite this recovery is our government investing in the rebuild, otherwise, it will be a slow return to profitability. AccomNews - Autumn 2022

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Sustainability :

Do you have the right mindset for change and opportunity? By Mandy Clarke, Editor

International borders are reopening, and tourists are back in the air. This is great news for the industry and indeed the global economy, but tourism is not always great news. It can be problematic both socially and environmentally.

What are the problems? There are many issues. An overuse of local resources, loss of cultural heritage, litter and pollution, greenhouse gas emissions, overcrowding, economic dependence, and exploitation are just some.

What is sustainable tourism?

Complete transparency on how your business is behaving ethically is no longer a nice to have, but a need to have

make a fresh start because it is the perfect time for a reset.

How can you improve your accommodation’s sustainable credentials and set an example of best practice? Attract more locals: When your guests are close to home it reduces emissions. There

has been a rise in domestic travellers, due to border closures and limited air travel. Some accommodations, especially in regional and coastal areas, thrived with the arrival of these high spending (but more sustainable) guests. Promote local experiences and attract your “drive” market.

Defined by the World Tourism Organisation, it is: “Tourism that takes full account of its current and future economic, social and environmental impacts, addressing the needs of visitors, the industry, the environment and host communities.”

Most tourists want to enjoy a holiday without harming the environment, or the lives of locals, therefore the demand for low impact’ accommodation and tourism options has grown exponentially. If sustainability has not factored in your business plan until now, AccomNews - Autumn 2022

Educate yourself and your guests about your local ecosystem, culture and traditions: Team up with local producers for food, drinks and amenities because guests love to ‘live like a local’. Reduce or remove meat from your menu: Be bold like The Ovolo Hotel Group, it recently announced its commitment to an all-vegetarian food menu in all its restaurants. Ovolo Group CEO Girish Jhunjhnuwala said: “We believe that the world changes, therefore we continue to evolve, we want to ensure we are doing our bit to help preserve our environment, promote healthy eating and enhance the image of amazing vegetarian and plant-based dining.”

Sustainable tourism is ethically and environmentally important, but it should also be an essential consideration for the future success of your business. Why? Because many recent studies show sustainability is a growing trend with consumers.

Implement sustainable and ethical practices: Purchase Australian and ethically made goods, furniture and furnishings where possible. Actively seek to train and employ locals.

MANAGEMENT

Reduce your resource consumption: Guests can easily overuse resources but there are many simple ways to reduce your property’s water, energy, and waste consumption. It can be as simple as a warning sign about water use and recycling or an incentive for guests to reuse bath towels.

Clever refurbishment retroﬁtting: If it is time to renovate, why not introduce more sustainable measures and practices throughout your building? When this older NSW motel was recently renovated, “The Isla” added solar panels along its entire roof, to generate electricity and heat the pools. Replace or update your furniture and furnishings with more sustainable choices: From beds to barbeques, outdoor heating to laundry equipment and guest room amenities to pool covers, make sure you talk to trusted industry suppliers. Get informed and choose the most sustainable solutions for both inside and outside your property. Use new technologies to improve sustainability. Michael Benikos, Managing Director, ASSA ABLOY Global Solutions Australia, advised: “The concept

“Having complete transparency on how your business is behaving ethically is no longer a nice to have, but a need to have. Examples of this include restaurants promoting their zero-waste philosophy, incorporating vegetarian and vegan options, making use of smart light bulbs and smart heating to save energy, eradicating plastic and using more sustainable materials.

of ‘smart rooms’ where a ‘hub’ has devices such as door locks, air conditioning, televisions, lighting, and voice control connected to it, which activate devices in the room based on occupancy has been around for quite a few years, but ‘Internet of Things’ (IOT) technology has made it much easier to deploy. “Sustainability is a global issue and with the race to net zero, hotels can use these systems to reduce energy consumption while also helping the environment and saving them money.”

piece for AccomNews online, that “sustainability matters”, and it features in the top five trends, shaping the hospitality industry.

Communication and connectivity: Talking direct to guests using digital technology is now commonplace. The rise in the use of apps, digital signage, digital displays and digital compendiums means that you have the the perfect way to promote your accommodation’s sustainable practices and your brand’s message to guests. The industry has seen monumental change in the past few years and consumer trends are different now. However, with change comes innovation and opportunity.

He said: “All around the world, consumers are becoming increasingly concerned with environmental issues and sustainability.

“Operating sustainably is all about having the right mindset from the very beginning, from the architecture, design, and humanity of how you operate, sustainability should be an integral part of the entire process and not something you “add on".

REI THE TRUSTED CLOUD PMS FOR MANAGEMENT RIGHTS

Cam Northway, founder of ATYPICAL, wrote in his opinion © kikkerdirk - stock.adobe.com

Future proof the building from the outset: Like the new build Travelodge Hurstville, Sydney designed to a 4-star NABERS Hotel Energy Rating and 4 Star Hotel Water rating. It fitted sensors throughout the building to automatically turn power off in empty rooms, preventing over-consumption. Energy efficient LED lighting was also used throughout.

“REI CLOUD, has changed my life!” Guy Elliot

Manager, GKM Property Management

www.reicloud.com.au/WatchVideo

www.reicloud.com.au MANAGEMENT

AccomNews - Autumn 2022

BWH Hotel Group extends its lifestyle brand oﬀerings in Australasia As travellers continue to venture out domestically and begin to look overseas, the Australian and New Zealand accommodation industry is tasked with evaluating and understanding the many changes resulting from Covid including the need for enhanced health and cleanliness protocols. Not only this but the “new norm” traveller is now looking for much more from their accommodation and the new destinations they wish to experience. Gone are the days of go, see, do holidays that once dominated the pre-covid world. Now, the drive is to discover slower travel, to navigate remote escapes and connect with locals within the communities they visit. Overseas visitors who were once captivated by our capital cities have become intrigued by Australia’s vast regions and open spaces. This is all happening while Australians are looking to their own backyard and the experiences on their doorstep. This is paving the way for an

Glo Asheville Tunnel Road

AccomNews - Autumn 2022

Coming Soon, Sadie Tampa

WorldHotels Crafted Hotel Bijou

accommodation revolution across regional and urban Australia where visitors are demanding more from their regional accommodation providers as much of the old motel stock is looking tired and out of date. These changes are the driving force behind BWH Hotel Group’s evolving lifestyle brands evidenced by the launch of BWH’s first Aiden by Best Western in Australasia which made its debut as a hard brand in the Pyrmont precinct of Darling Harbour, Sydney in February 2022. This is only the start with the group’s other lifestyle offerings including WorldHotels Crafted Collection (soft brand option) and Best Western Hotels & Resorts Sadie and Glo (hard brand options) also available.

WH’s lifestyle brands are all designed to meet the needs of the “new norm” travellers who are demanding new creature comforts from their stay whilst keeping in step with the surrounding community. This essential recipe opens the door for the design and development of new customised boutique and lifestyle properties across Australia and New Zealand including the regional centres that are the key cornerstones of destination experiences. To be successful the style of these new boutique properties must exude the unique personality of the local community whilst delivering the authentic Australian experience of the destinations they reside. The broad range of BWH lifestyle brands comprising WorldHotels Crafted, Sadie, Aiden and

Glo provide developers with unparalleled branding options plus distribution and support systems including access to BWH’s award-winning websites, sales & marketing team, customer service support, a state-of-the-art revenue management program and the award-winning Best Western Rewards and WorldHotels Rewards programs, which boast 50 million members worldwide. The expansion of BWH Hotel Group's lifestyle brands illustrates the groups determination to combine versatile brand offerings in both hard and soft brand formats with superior revenue and support services to enable its partners to deliver exceptional travel experiences to delight their guests.

To find out more about BWH’s lifestyle brands, contact Danilo Curcuruto of BWH’s Brand Development team at join@ bwhhotelgroup.com or explore joinbwhhotelgroup.com.au

Aiden Darling Harbour

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Explore BWH’s Growing Portfolio of Brands

Best Western City Sands

Best Western Hobart

Best Western Sanctuary Inn

Best Western Plus Ambassador Orange

Get in touch with the Brand Development Team to identify the right growth opportunity and brand fit within the BWH portfolio.

Discover More: joinbwhhotelgroup.com.au

Introducing Aiden Darling Harbour:

Curious, characterful & current Lobby and Wayfarer's Bar and Cafe, Images coutesy of Aiden Darling Harbour

By Mandy Clarke, Editor

With a shared love of travel, Nicolas and Frank talked about creating their own hotel featuring the finest elements from their favourite hotels around the world.

A boutique hotel “built for travellers by travellers” has opened in Sydney, and its proud team are warmly welcoming guests into Aiden Darling Harbour, a beautifully remodelled Art Deco building that’s future focused while respecting its past. Created by Sydneysider Nicolas Chen, the hotel offers guests a quintessential “local experience” inspired by the “people, produce and past of the neighbourhood”. The interiors cleverly reflect the hotel’s location, from the Sydney Harbour blue plush velvet bedheads, to fluted glass touches mirroring the shape of Pyrmont Bridge, the 200-piece sculptural light feature in the lobby emulating dappled sunlight through eucalyptus leaves, to the locally made furnishings, décor, and art works. The Art Deco building was originally erected in 1938 as

AccomNews - Autumn 2022

In 2018, Nicolas quit his career as a lawyer and devoted time to the transformation of Aiden Darling Harbour, which officially opened on February 1, 2022.

Nicolas Chen

a modest cereal and grain storage facility on Pyrmont’s Murray Street, directly opposite the historic Pyrmont Bridge. At the time Pyrmont was a hub of working wharves, sugar refineries, a worldclass incinerator, sandstone quarries and railways. In the following years, the property accommodated various commercial businesses until 2006, when Nicolas and his father Frank, a seasoned property developer, purchased the building.

Nicolas told us: “My father and I love travel and love the world of hospitality. We’ve always wanted to create something like this, and after some 30 years of property development, we finally took the plunge and decided let’s do it, let’s create our own hotel. “The great cities of the world where space is at a premium, Paris, London, New York, Hong Kong, all do hotels so well. Considered, well-appointed hotels with personalised service and all the tech features savvy travellers look for. We wanted to bring the same sort of experience to Sydney.” Nicolas’ vision was to create a hotel “compact in nature, curious in character, and personalised in experience”. He worked with Sydney interior design studio

PROFILES

Tom Mark Henry to achieve a design which continues the story of the building, honouring its heritage by maintaining original features and framework and introducing contemporary interiors across its eight floors. The “old-meets-new” design combines exposed brickwork, original windows, and a curved Art Deco facade. The interiors also have art deco motifs such as reeded glass and bronze accents that are partnered with contemporary soft furnishings, bespoke artworks, and high-quality modern bronze fittings, in the bathrooms. The hotel’s 88 guest rooms have been thoughtfully designed to maximise every inch of space with curved-cornered furnishings, smart storage, intelligent room layouts, dual-use features and sliding fluted glass bathroom doors. The light and bright interiors feature vibrant murals of native flora handpainted by artist in residence, Jessica Le Clerc. Select rooms also have exclusive views of an otherwise hidden 25-metrehigh "evergreen" mural of lush subtropical rainforest. P20

Hoteliers look to Swisstrade to elevate their guest experiences Since 1997 Swisstrade has strived to help Australian hotel owners and operators challenge the status quo in their selection of guest room supplies and equipment. Partnering with hoteliers early in the design and development phase allows Swisstrade to share knowledge of the latest trends, brands and products, to guide operators on more sustainable and economical choices, and to impart recommendations that elevate the overall guest journey.

on with owner/operator Nicolas Chen two years before opening. Together, we have curated a guest room experience like no other, adding unexpected and memorable touches in every aspect of the guest experience” says Peter Weingartner, Principal of Swisstrade.

Swisstrade recently worked closely with the owners and management team of the all-new Aiden Hotel Darling Harbour to create an innovative and memorable guest room experience. “We are incredibly proud of our association with Aiden Darling Harbour and the journey we have embarked

Sustainable yet luxurious bathroom amenities

wellness, and sustainability. The Rituals bathroom amenities range stood out to the owner Nicholas Chen. "We love that Rituals is a fully-fledged luxury lifestyle brand which takes a holistic approach to skincare and wellness. The focus on sustainability and the fact that Rituals is a B-Corp Certified company was very important to us and our guests.” The Aiden is the first independent hotel in Australia to offer the Rituals brand in a sustainable, refillable dispenser which presents guests with a premium experience whilst reducing the hotels environmental footprint.

Innovative guest room touch-points

Selecting the right range of bathroom amenities is imperative for any hotel brand. At Aiden, it was about finding something unique with a balance between luxury,

The design of the guest rooms at the Aiden utilises every space in a smart way. From the entrance to the bedside to the bathroom, a lot of thought has gone into every touch-point and how it impacts

PROFILES

the overall quality of the guest journey. Reliable and innovative room supplies and equipment complement the design, which is why leading hotel products from French innovator JVD were selected. The JVD garment steamer for instance is the talking point of the wardrobe set-up, as it replaces a standard iron in the guest rooms and has proven immensely popular with guests.

By your side during the entire process Choosing the right partner to help select reliable, sustainable and innovative guest room supplies and equipment ensures that guests walk away with a memorable experience whilst hotel operators improve the bottom line and their eco-friendly practices. For more information please contact Swisstrade’s hotel room specialists on 02 9979 1500 or visit swisstrade.com.au.

AccomNews - Autumn 2022

The afternoon view from the Aiden Darling Harbour

P18 Plush custom-designed carpets enhance the corridors and rooms, and oversized stone tiles wrap the bathrooms floor to ceiling. Walls are layered in a mix of textural wallpaper and classic paint in soft hues. A quirky addition to the guest room doors are the custom-designed room numbers featuring sketches of local flora by botanist Sir Joseph Banks. The ground floor lobby and communal guest area, which houses the hotel’s Wayfarer’s Bar & Cafe, is more dramatic in its

look and feel, with a moody and sleek design. Black and white rubato mosaic flooring makes a statement, as does the black marble-topped bar with walnut wood panelling trimmed in brass and white marble-topped tables. The communal space presents a mix of pink and grey velvet and leather seating, adding colour and texture to the stylish interior design choices that pay homage to the Art Deco heritage. The floor-to-ceiling windows look out to Darling Harbour and the space is punctuated by an incredible 200-piece Arboreal

sculptural light suspended above the bar, with shimmering polished gold and silver discs which sway in the breeze. The lobby also features a beanshaped reception desk and several touch-screen kiosks for guests to check themselves in and out. This is an “activated space” where guests can order coffee, work on their laptop, meet friends, and then kick back after hours with a glass of wine, a snack, or a cocktail. The space is designed to be a “sanctuary”. Nicolas’s vision to create a guest

experience that has “everything guests need for a great stay, and nothing they don’t” has been realised through thoughtfullydesigned rooms, super comfy beds and luxurious bed linen, a ready-to-fill fridge, and a bevy of high-end luxury items in each room including luxurious Rituals bathroom amenities, a Dyson Supersonic Hairdryer, organic Love Tea and a personal JVD garment steamer, complimentary wifi, digital room keys, self-checkin kiosks, and complimentary Moda sparkling and still water stations on every floor.

Bev Martin Textiles, Hospitality linen supplier Who are a proud quality endorsed company to AS 9002. We are consistently looking for the right products to help our hotel industry to operate to their highest performances. Our collections consist of Micro-loft & polyester fill pillows, superior quality pillow, mattress & Quilt protectors, quilts & quilt covers, Durable plush blankets, luxurious mattress toppers, white & Vat dye coloured bed & bath linen, table & kitchen linen, all our items are ideally suited for our hotel industry. Bev Martin Textiles were proud to work closely with Aiden Darling Harbour to assist them with supplying our high-quality soft linen products, we look forward to our ongoing business relations with a dedicate, well

AccomNews - Autumn 2022

position location boutique hotel. We have a dedicated sales team who have made BMT a nationally recognized linen supply company of products that are specifically designed to meet the needs of today’s Hospitality market.

We at Bev Martin Textiles are a well organised Importer / Distributor of Commercial Grade Linen. With our extensive collection of high quality commercial linen, along with excellent service, we can provide an efficient solution to your hospitality needs. Please feel free to visit our website at any time to view our fabulous collections of quality hospitality linen products we can offer your business.

Our warehouse and head office are based in southwest of Sydney. Please contact us if you would like any further assistance with any of our products, call us today on 1800 4 LINEN, email sales@als.net.au or visit our website at www.als.net.au

PROFILES

Sydney Sales Office

1800 4 Linen (54636)

Email: sales@bevmartin.com.au Website: www.bevmartin.com.au

The hotel also connects guests to the local neighbourhood, from its signature fragrance from candles handmade by Pyrmont local Em Cook, locally made complimentary cookies from Madhouse Bakehouse, Staves Beer brewed next door in Glebe, an all-Australian wine list, and custom bottled cocktails mixed with local spirits. The hotel provides guests with many thoughtful local

amenities and luxuries, but it also incorporates an array of “tomorrow technologies” and is well-prepared for a “contactless” post pandemic future.

which activates to turn off airconditioning and lighting when rooms aren't occupied, every guest room also has a digital “do not disturb” panel on the wall.

On arrival guests find automated front doors and a touch screen kiosk for check in or out as they download their digital room key to their smartphone. There is sensor lighting in the corridors and bathrooms and a door energy management system

Guests can access complimentary Chromecasting to stream their Netflix, Stan or other compatible media providers. Built during the height of a pandemic, Aiden Darling Harbour incorporated several state-of-the-art

PROFILES

technologies to elevate hygiene and safety to the next level. In addition to routine deep cleaning procedures and protocols, the availability of contactless sanitisers throughout the hotel, and touchless technologies, the hotel has also introduced transparent protective anti-bacterial and antimicrobial films to high touch areas such as elevator buttons.

AccomNews - Autumn 2022

Deluxe King Room

Furthermore, it has incorporated “state-of-the-art” filtration systems and cleaning technologies into rooms and public spaces. It is the only hotel in Australia to offer MERV-13 (or F7) filters in each room - an airconditioning unit and continuous 24/7 hydroxyl supply and dispersion throughout the whole building’s ventilation system. The system can assist in neutralising volatile organic compounds and microbial particles (including COVID-19), meaning guests can breathe easy knowing they

AccomNews - Autumn 2022

are accessing clean filtered air that’s exclusive to their room and not shared with anyone else. Guests love the unique Aiden Darling Harbour experience, proud owner Nicolas revealed: “Since opening our doors, feedback from guests has been overwhelmingly positive. They have really resonated with the quality over quantity approach we’ve taken in creating the hotel. Many have noted the personalised service where everyone is treated like a VIP, well thought out rooms, the little

touches of luxury and the ecofriendly features like refillable water bottles instead of singleuse plastic. And the convenience of the location, connected to the city yet in a character-filled village with a great community spirit and neighbourhood vibe.” Aiden by Best Western is one of three lifestyle boutique brands sitting within BWH Hotel Group’s portfolio. Aiden Darling Harbour marks the first Aiden to come to life in Australasia with 14 properties worldwide. No two Aidens are alike, enabling

PROFILES

hoteliers and developers to embody the eclectic spirit of the local neighbourhood into the individual Aiden aesthetic and design. The Managing Director of BWH Hotel Group Australasia, Graham Perry said: “Aiden allows guests to stay in the heart of the action to explore and experience everything that Australia and the local area has to offer before returning to relax with a cool drink, a comfortable bed and outstanding customer service.”

Treat airborne & surface contaminants with HQAir Venues are all looking at ways to update the Covid Safety plan, and ensure the safest possible venue for both clients and staﬀ Airborne contaminants are one of the areas which is lacking in suitable options and therefore not often addressed. Even though this seems to be the area of greatest concern in most outbreaks. The HQAir airborne and surface viral treatment system is a 24/7 solution which treats airborne and surface contaminants, including viruses (COVID-19) and bacteria, in occupied spaces - such as lobbies, gaming rooms, bars or any indoor space. Available as a wall / roof-mounted system, with HVAC mounted and portable

systems also available, HQAir uses FDA approved technology to emit hydroxyls into indoor spaces - which quickly react with and destroy airborne viral threats. The unique feature of HQAir is its ability to treat airborne viruses as well as other

contaminants, while operating safely and continuously in occupied areas, which no other treatment system can provide. HQAir is an essential link in any COVIDsafe strategy for any venue. Many hotels are also using our

portable systems as part of the housekeeping procedures, they can easily be taken in to help sanitise a room safely while your housekeeping is completing the clean To find out more please visit https://ohair.com.au

Hydroxyl Technology HQAir produces Ions and Free Hydroxyl Radicals, is more efficient at removing pathogens –including COVID-19 – from the air and hard and soft surfaces

Making your hotel a healthier place to stay in by sanitising any indoor space effectively and naturally.

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An exceptionally fast, safe and effective air and surface treatment system which removes 99.99% of surface and air pathogens within one hour, including COVID-19. Using powerful hydroxyl treatment technology, HQAir is a 24/7 treatment system – reducing the risk and spread of viruses and bacteria and providing a safer working environment for customers and staff.

Hunter Technologies

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AccomNews - Autumn 2022

Interior on another level Creating innovative, stylish and functional living spaces is the passion of Level O, a privately owned, Sydney based team of highly experienced product specialists which has become recognised as a market leader across the hospitality and accommodation sector. Since 2014, supplying quality furniture to meet client requirements with a strict budget has become second nature to the Level O team. Utilising cutting edge European technology and with exclusive access to market-leading European partners with more than 500 products in the range, Level O crafts refreshingly creative and innovative spaces strategically designed to provide an ergonomic and stylish environment that promotes efficiency and a distinctive point of difference. The

unmistakable European design adds a striking element to any accommodation or hospitality space impressing guests.

peace of mind and confidence.

Level O provides a complete turn-key solution from inception through to completion and thereafter offering outstanding after-sales service and an industry leading 5 years warranty against manufacturing defects. Level O’s team of highly experienced professionals backed by the style, design and quality synonymous with Europe’s best manufacturers means Level O clients are afforded with the ultimate

In the past, quality European furniture was perceived as being out of reach in most commercial settings, but now Level O provides affordable, premium quality European furniture for all hospitality and accommodation applications as a result of manufacturing efficiencies and the company’s volume purchasing. Now, European cutting-edge design and quality is within reach thanks to Level O! It is a matter of pride that many

Dolly Home Range by Estel

AccomNews - Autumn 2022

PROFILES

of Level O‘s clients are repeat customers, indicating their complete satisfaction with the entire process of design, planning, selection, product quality, delivery and installation. Amongst the renowned Aiden Hotel, some other key recent hospitality projects include the furniture fit out at Sebel Hotel, Bankstown RSL and Travelodge Mascot. The Level O team is passionate about being a solution provider for the furnishing needs of their clients. Ever conscious of budgets, the team strives to develop a complete understanding of every client’s needs and wants and then design a furniture inventory to meet, and often exceed, those requirements. Level O brings a new dimension to the furnishing process in any spatial environment. For more information contact Level O Furniture and Interior Design PTY LTD, 37-39 Mary Parade, Rydalmere NSW 2116, Phone: 02 8007 4134, Email: sales@levelo.com.au, Website: www.levelo.com.au.

Hyatt Centric centres on vibrant heart of Melbourne By Grantlee Kieza, Industry Reporter

The Hyatt hotel group says that its new Hyatt Centric “lifestyle” hotels are designed to be centrally located so guests can explore their destination’s “hot spots, hidden gems, and local sounds.” The stunning new 25-storey Hyatt Centric Melbourne hotel marks the debut of the Hyatt Centric brand in Australia. Created to inspire the curious visitor and those looking to explore Melbourne from the ground up. Ilan Weill, the General Manager of the Hyatt Centric, comes to the property after almost 10 years at the helm of the Grand Hyatt in Melbourne, where he began his career in accommodation more than 30 years ago. He was also General Manager of the Grand Hyatt in Mumbai, the Park Hyatt Mendoza in the heart of a rich Argentinian wine region, the Hyatt Regency Guatemala, and the Hyatt Regency Merida, located on Mexico’s Yucatan Peninsula. In the early 90s, he also had three years as a front office manager at the Hyatt Regency Jerusalem. The well-travelled Mr Weill wants guests at his latest property to explore all the delights that Melbourne has to offer. He said the Hyatt Centric Melbourne would “connect savvy explorers who enjoy being in the middle of the action,” and that his team of “engaged and passionate Melburnians” were keen to share their local knowledge of the bustling, vibrant city with their guests. He said one of his primary goals was for guests to “discover authentic experiences, blending the city’s street art hot spots, vibrant coffee culture, artistic spirit and bustling creative laneways.”

The Hyatt Centric Melbourne features 277 contemporary guest rooms across 24 levels and boasts a first-class dedicated floor with a gym, featuring the very popular Peloton bike, and an indoor 25-metre pool. On Level 25 there is a spectacular bar and restaurant, where a long list of hand-crafted signature cocktails compliments the panoramic views of the Yarra River and the city skyline. The hotel's exclusive TOMA restaurant, short for “Tastes of Melbourne Australia”, offers locally sourced delicious Mediterranean cuisine, plus Allie Lane café, located in the hotel’s lobby, named to reflect the alleys and laneways within Melbourne. There are spacious function rooms on level six, with a gorgeous alfresco terrace, as well as a private dining area called “The Conservatory” on Level 25 with views over the city. The $150-million hotel is perfectly located to help visitors immerse themselves in marvellous Melbourne’s magnificent café and restaurant culture. But inside the hotel there are many artistically designed spaces to explore.

The TOMA restaurant

Alexander Suite

Melbourne’s long history in the wool industry is reflected in the soft furnishings and light fixtures by local designers. Custom brass and gold sculptures by Suzie Stanford pay tribute to the Victorian Gold Rush of the 1850s. The rooms are models of minimalistic chic, with oversized beds, window lounges, sensor lighting, and walk-in showers. Exuding a cosmopolitan feel, the hotel reflects Melbourne's vibrant street culture. Hyatt Centric Melbourne was designed by Architectus, with interiors by Hecker Guthrie. It is on the doorstep of many of Melbourne’s popular hotspots with easy access to Southern Cross Station, the Docklands and Southbank precincts, Melbourne Convention and Exhibition Centre, and the Crown Entertainment Complex. PROFILES

Deluxe King Room

AccomNews - Autumn 2022

Oakwood’s towering success By Grantlee Kieza, Industry Reporter

Shining, shimmering and splendid, the new 40-storey Oakwood Premier Melbourne rises over the skyline of Southbank like a giant bronze torch, a beacon showing the way as a leader in luxury serviced apartments. The $150M property is one of the tallest single-purpose built structures in Australia with 392 luxurious hotel rooms and serviced apartments, and soon-to-open top-floor sky bar and fine dining restaurant with 360-degree views. Oakwood Premier Melbourne, Australia’s first Oakwood Premier property, officially opened on December 21, after four years of development by the Yarra Hotel Group and Hamilton Marino Builders.

AccomNews - Autumn 2022

All images courtesy of Oakwood Premier Melbourne

General Manager Andrew Donadel says the stunning building which combines hotel rooms with serviced apartments, is already “a real landmark” for Melbourne. “It's definitely an iconic building and because of our location, just a block back from the main part of Southbank, it stands out wherever you are,” he said. “We've got a little bit of space around us and there's no building in any direction blocking our view.

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“When you're walking along Flinders Street in the City, you look over and you see us straight away. When you're going over the bridge towards Crown casino you look to your right and see us straight away.” Oakwood is a brand traditionally specialising in serviced apartments, but the Melbourne property was designed to have one third of its accommodation catering to short-term hotel stays. Each room combines luxury, comfort, and the latest

technological wizardry for guests, and offers stunning 360-degree views of Melbourne, Albert Park, Port Phillip Bay, the CBD and Williamstown. “Because of our location we saw the demand for people involved in projects nearby, wanting to stay for longer periods in apartments, but we also saw the need to cater for short term stays,” Mr Donadel said. “One of the great advantages of the building is that while guests might be staying in one of our serviced apartments there is a chic feel of an ultramodern luxury hotel all around them. We quite often use the word ‘hybrid’ for what we are offering because the accommodation is a category above the usual serviced apartment, in terms of the finish, fine touches, and amenities.” The property features art that pays homage to key Melbourne landmarks. A magnificent bronze in the lobby was created by Mika Utzon Popov, whose grandfather designed the Sydney Opera House. Furthermore, the driveway to the property is decorated with a sublime waterfall paying tribute to the Yarra River. The rooms are artworks in themselves, a combination of comfort and luxury designed to be as user-friendly as home, particularly for long stays. “There’s nothing worse for a hotel guest than walking into a room and thinking that you can't touch anything,” said Mr Donadel, who was based in South-East Asia for 14 years before joining Singaporebased Oakwood in 2021. “A great deal of thought went into the colour tones and the fabrics used in all the rooms and suites, the design team

have done an incredible job. We've had great feedback so far about the rooms being well appointed and the beds being very comfortable, and these are the key essentials for any hotel. But much thought also went into equipping the kitchens for those guests wanting long stays.” The Oakwood Premier Melbourne is magnificently appointed when it comes to guest facilities. Fifth restaurant offers all-day dining with a modern Australian menu combined with a taste of the Pacific, bringing a hint of Asian cooking to all the dishes.

The property was also constructed with meetings in mind, with a boardroom that seats 12, complete with its own private alfresco area, as well as three separate meeting rooms seating 15 people each. Two of them are joined by a wall that opens to make a double sized room, with a larger function room that can seat 80 people for dinner. The Sky Bar and restaurant on level 40 has 360-degree views of the city and surrounds.

The lobby bar serves coffee in the morning and drinks and canapes in the evening, with just about everything in between. And there is room service as well for all guests who wish to dine in the quiet comforts of their own private space.

“We see the Sky Bar as becoming an iconic dining destination for everyone in Melbourne, whether they're staying here or not,” Mr Donadel said. “We hope people will come to the Oakwood Premier Melbourne and appreciate the property and facilities, the wonderful service and the breathtaking views.”

The Oakwood Premier Melbourne has a huge games room with one of the few full-sized snooker tables in Victoria. It has proved extremely popular with guests.

He revealed, one of his favourite features of the building is the fitness centre. “A gym is often the last thing a hotel thinks about,” he said.

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“Often, it's a small room in a dimly lit basement or at the end of a corridor. But we have a 180-square-metre fitness centre with double height ceilings and great views of the city, as well as an alfresco area if guests want to go outside for a stretch, yoga, or to just relax with a coffee after their workout. “The gym is on Level six on top of the podium space where the restaurants are located, and guests have uninterrupted views of the city.” Hotel rooms and serviced apartments start on level seven. Perched on levels 38 and 39 are four two-bedroom apartments spanning 85 square metres, all have expansive curved windows and stunning views. In all, the property has 132 hotel rooms and 260 serviced apartments, studios, one-bedroom and two-bedroom suites ranging from 35 to 85 square metres. “It really is a special place,” Mr Donadel said.

AccomNews - Autumn 2022

Introducing: Travelodge Hotel Hurstville Sydney By Mandy Clarke, Editor

experience (we have a jeweller who has gone from selling diamonds to hotel rooms) but were all excited and enthusiastic for a hospitality career with us and we were thrilled to have them.

Sydney’s busy southern corridor now boasts a brand-new hotel, and Travelodge Hotel Hurstville Sydney happens to be the very first international hotel chain to open in Hurstville’s business district. Developed by Club Central Hurstville and operated by TFE Hotels, this 124-room Travelodge hotel sits in an ideal location, adjacent to the club. It not only delivers great value accommodation that appeals to a wide range of both leisure and corporate visitors but also provides long-term economic benefits to the club and community. Travelodge Hurstville also offers large-scale meetings and events at Club Central, which has the largest corporate function space outside of Sydney’s CBD plus multi-functional communal spaces for impromptu gatherings. There’s also a rooftop bar “Above 8” a restaurant with a vergola and unobstructed views to Bowral, Botany and Mittagong. The hotel’s distinct architecture, conceived by Crawfords is good looking and indicative of the urban regeneration in Hurstville right now. Working together, the Developer (ICC), architect and TFE Hotels guided the design to meet the “Travelodge look & feel” brief with focus on guest experience.

AccomNews - Autumn 2022

“This team has been incredibly professional, and supportive during pre-opening and launch. They’ve been hands-on, from setting up rooms to putting the final details in place. It’s been incredibly refreshing to work with them.”

All images courtesy of Travelodge Hotel Hurstville Sydney

Inviting design by Chada, uses a natural colour palette complemented by lush greenery. The smart, functional design pays particular attention to open space, flooded with natural light from full glazing which also provides sharp angles of vision in every direction. Interiors offer touches of warm orange tones to help create a welcoming and relaxed guest room environment. The building was designed to a 4-star NABERS Hotel Energy Rating and 4 Star Hotel Water rating, the hotel has room sensors to turn off power automatically and LED lighting installed. It also has an energy efficient chiller HVAC plant. Ansarina Flower is the hotel’s General Manager. Not only is Ansarina a ‘posterchild’ for Travelodge Hotels, but also for being a full-time working super mum to four beautiful children.

Her TFE journey began in 2009 as Reservations Manager at Travelodge Wynyard where she was mentored by inspiring leaders and says, “one day I looked at what they were doing and said to myself, I can do that!” When it came to opening her very first hotel, Ansarina says she was up for the challenge. “From an operational perspective, opening a hotel is never easy but opening in a pandemic added an extra layer of complexity.” However, she added: “I am excited to be working for a company that is so family orientated and as we moved towards opening, I enjoyed creating my own little hotel family here in Hurstville. I am supported by a great Assistant Manager, Isaac Ilitch who is my right-hand and has been with TFE Hotels for seven years. “We also have a diverse team of 11, most didn’t have hotel

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For Ansarina there have been quite a few outstanding moments since she took on the general manager role, but she says that the experience of opening day was hard to beat. “After all the work that went into it, it was incredible to finally open our doors and welcome our first guests. I officially commenced this role in July 2021 and the hotel opened Jan 17, 2022. Guy Sebastian’s guest performance for our official launch was also an incredibly special memory.” She added: “Receiving great feedback from our guests has been very rewarding. People are happy to see something new in the area. “For me, I am most excited to see the team grow, particularly those who have made their first foray into hospitality with Travelodge Hurstville.” As for the future Ansarina is looking forward to managing the hotel operating at its full capacity. “Now it’s all about building on base business and showcasing our fantastic hotel,” she said.

How to stand out from the crowd on Airbnb Airbnb, while no longer new to the travel market, has certainly become a formidable player in a relatively short period of time.

With its constantly increasing popularity as a channel, it is important to understand how to ensure your property attracts attention when it comes to a traveller search. Attaining ‘Superhost status’ can ensure your listing ranks well, stands out from the crowd and is able to gain more traction when it comes to securing bookings.

What is a Superhost In Airbnb terms, Superhost status is an accolade given to “hosts who go above and beyond in their hosting duties and are a shining example of how a host should be”. It celebrates and rewards Airbnb’s top rated and most experienced hosts. If granted, the Superhost badge appears on your property listing and your host profile. The benefits of achieving Superhost status includes increased visibility, exclusive rewards, and increased earning potential. Your Superhost badge will appear immediately on your main image when a prospective guest searches by area/location. It’s a point of difference and attracts the attention of guests, which can in turn lead to additional bookings. A tangible benefit of Superhost status is increased consumer confidence in your accommodation. Guests expect that they will receive outstanding

Sylvia Johnston Senior Executive HiRUM Software Solutions

hospitality from these hosts and that the host will go over and above to ensure that their guests’ experience is second to none. Prospective guests can, and often do, choose to filter their search criteria to feature Superhosts only. In addition, Superhosts have access to their own exclusive reward system. They earn a $100 USD Airbnb coupon every year that they keep their status. When they refer a new host to sign up, Superhosts get an extra 20 percent on top of the usual referral bonus.

What is the criteria for ‘Superhost status’? Airbnb has some benchmark criteria that you must meet to become a Superhost. These benchmarks are checked every three months, to ensure that you have met all the criteria by the assessment period. Airbnb then looks at your previous year of hosting to review your performance.

Encourage reviews by providing a great experience and asking for feedback (and reviews) in your check out message. Also, review your guest immediately after their stay. They will receive an email from Airbnb notifying them that their host has reviewed them, and this in turn will encourage them to reciprocate.

Maintaining the required number of stays

mind for guests. They don’t have to be concerned that you might ruin their travel plans by cancelling on them last minute. Superhosts also must maintain a response rate of 90 percent of new messages responded to within 24 hours. Communication is important to guests. They want an answer to their queries quickly so that they can make a decision and move on. Some software providers have added features to assist in maintaining that response rate, by providing options to answer email messages and reviews direct from their software.

Superhosts must complete at least ten stays in the past year or 100 nights booked over at least three completed stays. This gives guests the confidence that you are an experienced host.

Although Airbnb will look at the previous year of hosting to review your performance, you don’t need to have been a host for a full year to achieve Superhost status. As long as you have met the criteria by the assessment period, you can still achieve your Superhost badge.

Superhosts need to maintain a host-initiated cancellation rate of less than 1 percent, not including extenuating circumstances. This amounts to zero cancellations for hosts with fewer than 100 reservations in a year. Rare cancellations mean peace of

Superhost status alone will improve your visibility on Airbnb. It will increase your ranking in search and help your property stand out from the competition, which in turn will secure more Airbnb bookings and help you increase your revenue.

Superhosts must maintain a 4.8 or higher average overall rating based on reviews from Airbnb. Reviews feature highly on Airbnb, and guests know that they can expect outstanding hospitality from hosts with a high rating.

Many properties have found that their connection to Airbnb has been one of their most profitable channels during the pandemic. The ability of the consumer to deal direct with the accommodation provider, especially when it comes to making booking alterations due to COVID, has simplified the experience for the guest and has been a sought after alternative to booking through the OTAs.

one 4-star review, your average will meet the benchmark. Savvy guests also know to look at the number of reviews that your average is based on, to ensure that it is a valid rating.

Like any review situation, the more reviews you have the more accurate the overall score will be. A one-off score of 4 will immediately drop your average lower than is acceptable for ‘superhost status’, if that is your only review. However, if you have four 5-star reviews, and MARKETING

AccomNews - Autumn 2022

The world of hotel commerce is knocking at the door of hotels For hoteliers today, one thing is almost universally true: their guests have changed. Booming e-commerce, which grew by 57 percent in Australia in 2020, and saw over 300,000 New Zealanders shop online for the first time the same year, has created an environment where travellers are expecting a service that’s hyper-convenient, personalised and 24/7. Yet, for hotels, the ongoing need to sell their rooms remains. In what we’ve identified as the hotel commerce era, hoteliers not only need to excel at selling their expiring inventory, as they always have. They’re also being pushed to operate at the standards being set by the world’s leading e-commerce brands, all the while contending with talent shortages, everchanging health and safety regulations, and rising costs. In this environment, what it takes for businesses to succeed long-term has shifted and will continue to do so.

What success actually looks like and the barriers to embracing hotel commerce today The hotels I see thriving in this new era of updated expectations and opportunities are doing a number of the same things well.

At a high level, they are: Meeting the expectations of guests that know what a great digital experience looks like. Seizing every opportunity to maximise revenue, by remaining competitive, with insights to make decisions quickly and in an informed way. Accessing the widest, most relevant choice of direct and indirect channels needed to market and sell to travellers, wherever and whoever they are in the world, especially as international travel reopens.

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The third is accessibility For decades, cutting-edge tech has been accessible only to the big end of town, and it’s time that every solution available to groups and chains is available to smaller businesses too. I have no doubt these barriers will feel very familiar to some readers, and by building awareness of these blockers, we can work to democratise the way hoteliers experience their systems and open every hotel’s door to commerce and opportunity.

Bradley Haines

Market Vice President of Asia Paciﬁc, SiteMinder

Seeking to centralise their ops and drive their business all from one place.

Best practice in the hotel commerce era

And, embracing tech to unlock the above. There are, however, still many perceived barriers to reaching this evolved state. And by understanding these, we can work better as businesses (and as a collective industry) to ensure more hotels are able to tap into, and feel comfortable operating in, the new hotel commerce era.

The first barrier is decision paralysis Hotels operating today are being presented with a huge amount of choice when it comes to tech. And, when overwhelmed by choice, the choice we make is often the choice to not choose at all! We need to make it easy for hotels to embrace the right products for them, make the sophisticated simple, and allow for open thinking and decision-making, without making it daunting.

The second is friction Hotels today want an experience with technology that’s sensitive to their needs and is frictionless. However, they’re met instead with fragmentation, technology options that often aren’t able to work together in harmony, for their business or for their guests. Hoteliers deserve a more frictionless way that celebrates the uniqueness of both their property and their guests.

Extending upon the common traits of successful businesses above, a helpful way to make this conversation more real is to evaluate where your business is currently sitting in today’s landscape. On a scale of working with pen and paper and dabbling in some marketing and distribution, to fully embracing the world of online commerce, where does your property currently land?

Ask yourself, is my operation well set up to… Sell: Automate and balance your inventory distribution across your direct and indirect booking channels? Access all the top performing booking channels in your market? Capture high value travellers via top global distribution systems? Collect more direct reservations and guest relationships via metasearch channels such as Google Hotel Ads?

Market: Build and showcase your brand to attract the guests you're looking for? Earn more direct revenue with commission-free bookings, upsell offers, market specific deals and promotions?

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Increase conversions with quick and easy direct booking processes? Control and strengthen guest relationships with personalised communications?

Manage: Easily manage your critical business processes and performance, such as distribution, marketing, bookings and payments? Automate booking and guest information with twoway property management system integrations? Make fast and informed decisions by using realtime data and insights? Process payments, refunds, and invoices with secure and convenient payment option?

Grow: Ensure access to an ecosystem of hotel systems that can adapt to your business needs? Access innovative apps to drive profit, improve guest experiences, and boost loyalty? Find local experts in your market to lean on for guidance? Work with tech partners that can accommodate your hotel at any stage of growth, with resources to help you thrive? With so many bases to cover, it’s easy to understand why control can sometimes feel out of reach, but this really doesn’t have to be the case. These requirements, brought on by today’s new set of challenges and guest expectations are extensive, but can be systematically met by getting your tech stack in order and by working with partners that truly understand your business, and the era of hotel commerce we’re now in. As guest expectations evolve, working with partners anticipating future business needs should be the priority of every hotelier.

Manage distribution, reservations and payments all from one place with the world’s #1 hotel commerce platform.

Open your door to a world of opportunities.

Bleisure trips, workations, & positioning your hotel for the latest hybrid travel trends By Sarah Johnston, Sr. Director, Key Account Management, Cendyn

According to a recent Skift report, remote work is still widely prevalent across all international markets, with 55 percent of surveyed workers in India, 31 percent of respondents in the US, and 32 percent of the participants in the UK still work remotely two years into the pandemic. Even in China, where stricter policies have helped most of the country return to ‘normal’ daily life, 11

percent of respondents are still performing their work remotely.

What does ‘Bleisure’ and ‘Workation’ mean?

The same Skift report also found that workers with higher incomes in the US, UK, and Australia were more likely to work remotely – which means these potential guests have the desire to travel and the resources to experience the best of what your destination has to offer.

Bleisure – This travel trend is all about combining work or a business trip with adventures, entertainment, and the other perks of spending time in a new area. Consider an employee who wants to add a few days of fun onto a conference or a remote worker who doesn’t want to wait for an all-out vacation to start enjoying themselves. These travellers may spend a week or two at your property – with mornings by the pool, the afternoon at their laptop or in a conference, and the evening checking out your area’s local bar and nightlife scene.

For hotels and resorts, this means looking beyond what leisure travel and business trips meant historically and embracing new forms of hybrid travel that include a bit of both. Of course, in order to drive bookings, we need to know what the jargon actually refers to.

Photo by Humphrey Muleba on Unsplash

The last two years has signalled monumental shifts within the hospitality industry – both good and bad. Along with the challenges surrounding fluctuating demand and staﬃng shortages, the pandemic has also ushered in a new era of hybrid travel that are giving hotels a new revenue lifeline.

More and more people around the globe are now working from home, and they are also realising that when your office can be anywhere with a good internet connection – you can work from just about anywhere.

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Photo by Artem Beliaikin on Unsplash

Workation This type of travel takes remote work to a whole new level. Previously referred to as ‘digital nomads’ – these workers decided they truly can work from anywhere, including hotels and resorts around the world. These type of guests like spending several weeks or even a month in a single location, then moving along to the next adventure – all while keeping their day job 100 percent remote.

How hotels & resorts can capitalise on hybrid travel trends Now that you understand the mindset that drives these hybrid travel experiences, the key is determining how to entice these guests to your property.

Tip 1: Become a local resource While Bleisure and Workations are different beasts, they do share some similarities, specifically in the planning stage. Anyone anticipating a good amount of free time during their trip to a new location wants to know everything there is to do in your area, how far the hotel is from each attraction, and specific information about weather trends, what to pack, and so on.

tickets to nearby tours and attractions, and access to business-centric resources like ergonomic desks or private work pods, along with high-speed Wifi. You can also consider partnering with nearby co-working spaces to help fill in any service gaps your hotel can’t provide.

You can answer all these questions by providing the information on your hotel’s website. You can also gain valuable organic SEO traction by significantly beefing up your local area and attraction pages, along with blog posts that deep dive into the best activities, attractions, and experiences near your hotel.

Tip 3: Don’t forget about families and spouses

That said, it’s equally important to promote your own hotel amenities to drive the booking – especially if you can book tours and experiences through the hotel or partner with local vendors to provide guests with access to special tours, boat charters, attraction tickets and other perks.

Tip 2: Create special packages/offers for remote workers Since these guests are not 100 percent leisure or 100 percent business, it’s time to think about the unique needs of this demographic and create compelling offers that address those requirements. This can be everything from discounts on extra nights to allinclusive packages that feature meals at your restaurant(s),

When courting hybrid travel guests, it’s important to think beyond the single, remote-working traveller. For Bleisure travel, many of these guests bring a spouse or the whole family along to upgrade the business trip to a full-on family getaway, so including options like “Kids Stay Free”, access to day-time children’s services, or even spa/ local tour discounts for spouses while their partner is busy can significantly increase your chances of getting that booking.

Tip 4: Promote your loyalty scheme, if you have one Both these types of travel have ample opportunity for repeat business, for example, if a remote worker visits a destination for a month one summer and can

MARKETING

work well while exploring the area, they are very likely to return – perhaps every summer! There is a great opportunity for you to capitalise on this flexibility of the traveller and offer great perks if they do return. The same goes for the Bleisure travellers, while traveling for business often results in individuals joining loyalty schemes, be sure to include perks and rewards in your loyalty scheme that cater to the needs to of these travellers. While the last two years have drastically changed the hospitality landscape, the emergence of hybrid travel as a major trend is an exciting opportunity for properties to regain momentum and expand the idea of what their best guest looks like. By embracing these travellers and making tweaks to already existing processes, you can increase direct bookings, drive revenue through extended stays and ancillary spend, and create the one-of-a-kind experiences that bring those guests back for future visits and transform them into loyal advocates for your brand. AccomNews - Autumn 2022

We’ve got you covered! By Mandy Clarke, Editor

Flooring is the immediate focal point of any space, it makes a statement (good or bad) about you, your business, your style, and your brand, but most importantly it says a lot about how you treat and value your guests. A clever choice of flooring sets out your stall from the minute your guests walk through your door. They will know what you stand for, what they can expect from your brand and most important of all that you are committed to their health and safety. Therefore, choosing the right floor coverings for your property is a decision that shouldn't be taken lightly. But don’t worry because this issue AccomNews asked industry supplier David Blakemore, Marketing Manager, Australia & New Zealand, Forbo Flooring Systems, the following questions.

What flooring options are most effective in high traﬃc areas and in guest rooms? The type of flooring really depends on the area and what

AccomNews - Autumn 2022

is required from a design and functional point of view. Lobbies and entry areas are best suited to hard or resilient floors that can handle heavy traffic and are easy to clean. Beware a stained and worn carpet on arrival is not a good visual for your guests. For hallways and corridors, I recommend LVT or hardwearing textiles, they also provide visual warmth. In any corridor or heavy traffic area where textile is used it is important to ensure it is of suitable construction, that it passes the appropriate wear tests, will clean easily and not pack down and look tired. These are critical cost areas; they are heavy hauling in terms of traffic and are expensive to replace. Here Flotex is a suitable heavy duty textile product, it’s extremely durable, easy to clean, acoustically sound and digitally customisable for any visual. Modern guestrooms do not have the same requirements as areas with heavy traffic, here choose flooring that provides visual warmth and comfort. Carpets are a popular choice because they are aesthetically pleasing, offer design diversity, texture, acoustic comfort, and provide a homely atmosphere. Carpets are more difficult to clean and can show dirt, so luxury vinyl tile and plank flooring may be a good

alternative. Offering ease of maintenance, this flooring is suited to beachside locations.

Why is it important to use colour effectively and design thoughtfully? Colour and design are two of the most important aspects of interior design when creating a memorable guest experience, the floor can make or break a space and good design should consider both aesthetics and practicalities. For instance, the colour choice of a floor can provide a powerful link to brand identity or give a space a unique feel that communicates a mood or emotion. Also think about maintaining consistency with the overall design across your venue so that it communicates a clear story.

What is your advice to accommodation managers about ensuring the health, safety, and comfort of their guests? Always use certified products that comply with leading standards for health, fire and safety. Use the right type of floor in the right space and consider how the floor is used from a guest and staff point of view. Health and safety begin from the floor up.

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Can the choice of floor covering really help reduce noise? Yes. There are numerous products that help with noise control. Noise can eventuate in different forms. Impact noise between floors and in-room noise absorption or reverberation. Textiles are naturally acoustic; however, modern resilient flooring can be installed with an acoustic backing or underlay. Compliant acoustic ratings are part of the building code, so be aware of the acoustic values of any floor you select. Reduce noise from foot traffic or rolling loads to provide an enjoyable acoustic level for guests.

What flooring options are available for the environmentally conscious? There’s no doubt that sustainability is an important design consideration when it comes to selecting materials for a project. For those looking to reduce embodied carbon or waste within the environment there are some leaders in the field especially when it comes to eco resorts and eco-tourism. Marmoleum for instance is a linoleum floor covering that is made from natural raw materials that grow.

Flooring options:

The colour options are vast, and formats include sheet, tile, and plank. The end-of-life options are also good for the environment. Natural jute fibre carpets are also a sound choice, however, can be difficult to clean. Consider products that are recognised in the Green Building Council of Australia Projects and are accredited by third party ecolabel organisations including Green Tag and GECA. You can go beyond local requirements and make sure the product’s production and supply chains are certified to the human rights and labour norm SA8000.

Tell us about flooring trends? We are seeing extensive use of solid colours, with greens, rust and burned orange extremely popular right now.

There is also a shift in segment design towards ‘the dynamics of a building’ methodology or story, which involves designing around the activities and human interactions that take place within a particular building's space. The floor will align with this activity. For instance, the user no longer needs to think about the purpose of the space, rather is immediately aware and interacting. Spaces and floors that link while being functional. COVID social

distancing or wayfinding prompts are built into the floor. In flooring, we are also seeing more use of digital technology to create bespoke and unique feature floors. This may be to create a unique emotion or to link and strengthen brand identity.

Finally, David shares some important factors about flooring for you to consider...

Did you know? Using six linear metres of entrance flooring can stop up to 95 percent of walked in dirt and moisture from entering your building. Think of the savings you could make.

Daily floor care: Use the right equipment and avoid harsh chemicals that will reduce the life of your floor and might even attract dirt. Carpets should be vacuumed, and hard flooring should be dry, or damp mopped. For those who suffer from respiratory conditions anti-bacterial, and allergy approved flooring solutions like Flotex can help create a healthier indoor environment for staff and guests. Slip resistance: In areas that are prone to increased slip risk such as ramps, laundry, and bathrooms, it’s important to choose a floor covering with sustainable slip resistance properties. Acoustic considerations: Choose the right floor in areas where noise will attract complaints. Entrance matting system: This will not only reduce the risk of trips but also help to prolong the life of interior floor coverings.

This means the floor is certified CO2 neutral on leaving the factory without the need for carbon offsetting.

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AccomNews - Autumn 2022

Flooring for hospitality and leisure that performs Whether it's a hotel, conference centre or a casual bar and bistro, the goal is to always create a welcoming and memorable experience for guests. Flooring is often the largest single finish in a building and plays a key role in the hospitality and leisure segment. From the front door through to back of house the flooring should set the tone and mood of each space and ideally connect seamlessly with the various multifunctional areas and movement of people. The floor is always in sight and in contact and a subliminal communicator with all guests and staff. Textiles or carpets offer diversity in design, texture and comfort, they make spaces more appealing and cosier and can be used to control sound. They create a luxurious serene atmosphere. When it comes to choosing the best carpet for hospitality and leisure environments there are some key considerations to keep in mind.

1. Designing with a purpose Each space has its purpose, and the flooring design should communicate a unifying theme in a building and be used as a visual guide to direct flow while subtly separating spaces. The flooring design can express the personality or history of the space and complement the décor and overall ambience of any environment. With this is in mind, we have created the most intriguing and beautiful selection of ontrend flooring designs offering flexibility and adaptable solutions specifically for the high-volume hospitality and leisure industries. Forbo’s high-definition printing technology was used to create our latest Flotex hospitality and leisure collection offering

AccomNews - Autumn 2022

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Asthma and Allergy approved textile flooring due to the ability to release dust.

4. Sustainability Sustainability is an important design consideration when it comes to selecting materials for a project. Where there is need to reduce embodied carbon, ensure low VOC’s and use products that have responsible raw material sourcing. Our creating better environments mission ensures that:

five unique design systems: style moderne, vegas, beauxarts, downtown and affinity. Each design system offers a coordinated colour palette in combination with four different designs of varying intensity and scale to create harmonious spaces from a hotel lobby to a function room, to an office area through to guestrooms, all while being hard wearing and functional. Designs can be used individually or in combination to unify an overall theme; the choice is yours.

2. Durability and longevity When specifying carpet for areas with heavy traffic it’s important to ensure it will last and be able to withstand heavy footfall and wheeled traffic. Check to see if the carpet has been tested to the EN 1307 – Textile floor covering classification. The testing method uses a textile flooring sample that is rubbed back and forth 1,000 times with a 2 cm wide pointed metal blade loaded with 2 kg weight. At least 50% of the pile must be retained to meet the requirements. Flotex carpet achieves much higher than 50% retention and is backed with a long product warranty and life.

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Flotex is extremely hard wearing; usually installed in the heaviest foot and wheeled traffic areas.

3. Safety and wellbeing Carpet is popular in the hospitality and hotel sector as it provides a softer feel underfoot, good acoustics and slip-resistant properties for the safety of both visitors and staff members. The trade-off is carpet is not always easy to clean due to the complex structure of stitched fibres and dust and allergens can settle in the carpet pile over time. Any spills also need to be cleaned as soon as possible to avoid potential staining. This is where Flotex shines and is easy to service and continually looks as good as new over many years. This high performance is due to the unique construction with 70 plus million upright fibres per m2 and impervious backing. •

Impervious backing suitable for wet cleaning and is fast drying

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Easy to clean – stains and smells can be removed using warm water without the use of any harsh chemicals

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R12/P5 slip rating when dry and when wet so service areas can remain open.

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Flotex is Green Tag certified

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Has a 3rd party verified environmental product declaration

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Is produced using 100% green electricity Undetectable levels of emissions/VOCs

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Backing is made of ≤67% recycled content

Flotex: a unique resilient carpet Offering durability, timeless design, and ease of maintenance, Flotex is a unique textile flooring that combines the hard-wearing & durable characteristics of a resilient floor with the quality, warmth, and comfort of a carpet.

Flotex: Best in class cleanability Cleaning a Flotex floor is much easier than you think. Many kinds of spills can be simply removed with just clean warm water or minimal carpet detergent. The heavy and more stubborn spills can be removed using a paint scraper and a brush. Flotex releases 30% more dirt than conventional fibres and dries much faster after wet cleaning. If you would like to learn more about the new Flotex H and L collection or have any questions about ﬂooring for your hotel, contact us via our online form www.forboﬂooring.com.au/contact or email info.au@ forbo.com.

flotex® leisure & hospitality Making spaces into a comfortable and memorable places Flotex is a unique textile flooring that offers durability, timeless design, and ease of maintenance created for the hospitality and leisure industries. Forbo’s latest collection offers a selection of coordinated colour palettes combined with five different designs of varying intensity and scales to create harmonious spaces from a hotel lobby to a function room through to guestrooms. All while being functional to enhance the overall guest experience. Scan the QR code to discover our latest collection ›

creating better environments

CASE STUDY

The Isla:

Reviving retro for the modern traveller By Mandy Clarke, Editor

A combination of wonderful memories, passion, and a shared dream is the essence behind a reimagined South Coast motel.

All images courtesy of The Isla,Photography: Anton Smart

Described as a motel designed "by friends, for friends" and the perfect venue for the modern traveller looking to explore New South Wales’ iconic South Coast, The Isla is the passion project of a group of young Canberra professionals and a breath of fresh air for Batemans Bay. Speak to any of this group of lawyers, property developers, builders, real estate and marketing professionals and they will all tell you what drives their passion is a strong personal connection to Batemans Bay. United, they have created their dream accommodation in a town filled with their happiest family holiday memories. A strong connection to the location combined with a desire to create a luxury accommodation experience is what motivates the group. However, from a business point of view they are also acutely aware that this delightful new boutique hotel offering will fill an obvious gap in the region’s accommodation offerings. The motel’s major refurbishment commenced in July 2021, right on cue for COVID lockdowns, but the stunningly re-imagined property is now welcoming guests. And guests have

AccomNews - Autumn 2022

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happily found a refurbished and redesigned motel, which is both stylish and sentimental. The Isla features 18 guest rooms, including three guest suites; Poco which sits above the motel’s refurbished pool and pool lounge; Vista which boasts the best view of the ocean, and Grande (the largest suite in the collection) complete with its own private pool. Each room is fitted with contactless check-in so guests can access their room via their mobile phone. In the rooms guests especially love the exquisite, dreamy A.H Beard beds, high end luxury bathroom amenities from Swisstrade and the coffee machines with coffee pods. In a nod to the motel’s 1980s past, the old garage has been converted into a pool lounge, which flows into a communal dining area surrounding the new pool that is kissed by touches of retro cool. Instead of a minibar, guests can visit the ‘Cantina’, a new concept where custom designed vending machines by Vendpro offer locally sourced artisan products including cocktails, wines, beers, snacks, plus the essentials guests typically forget to bring on a holiday like sunscreen, bamboo toothbrushes, and phone chargers. AccomNews sat down with one of The Isla’s co-founders, Yanna Dascarolis to find out more about this exciting, project and the raison d’etre behind the move to redevelop the retro motel into what the group now describes as ‘a modern traveller’s oasis’.

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She told us: “We all have fond memories of holidays in Batemans Bay as kids and since having children of our own, we’ve fallen back in love with the beautiful untouched Australian beaches and warm community. It was important for us to stay connected with the things we love about Batemans Bay and create something that is a fitting reflection of its charm.”

We asked, what is The Isla’s point of difference? “We have very much designed The Isla for the modern traveller, many of whom (like us) are now looking to explore our beautiful Australian backyard,” she said. “We have created a retro motel that provides a modern but nostalgic experience for travellers, who have emerged from harsh lockdowns looking for a unique experience. They want to take pleasure in exploring Australia’s coastal towns and our aim is to provide them with a holiday rooted in mindfulness that not only feels safe and familiar but also exciting and fun, one that is easily accessible by road and appointed with luxurious touches.

AccomNews - Autumn 2022

While many travellers are likely to have fond memories of Batemans Bay from decades gone by, The Isla also provides the perfect environment for new visitors to the area to discover the magic of this destination. Located just a stone’s throw away from the beach, The Isla is surrounded by some of the world’s best oysters and picturesque walking tracks, making it the perfect setting for a relaxing holiday but also a chance to explore and experience.

What is the inspiration behind the refurbishment? “We wanted to create a boutique luxury experience here, one that encapsulates the raw Australian coastal surround but also pays homage to our European roots” she said, “this also contributed to the inspiration for the name, The Isla. “Furthermore, we instantly fell in love with this property and saw the potential to create something truly special. It has been an absolute honour to be able to give this motel a new lease of life.”

“The Isla is extraordinary because it offers guests a holiday of the past, while presenting modern design and amenities that will appeal to a whole new generation.”

Tell us about the design and stand out furnishings and features?

Yanna said: “After a tough two years of bushfires and lockdowns, we are looking forward to being one of the first new tourism openings in the town, providing an opportunity for travellers to rediscover Batemans Bay once more.”

“The builders for the renovation were Monarch Building Solutions, the graphics team is Swell Design Group, and the landscape architecture was a collaboration between Svalbe & Co., and landscape architect, Brendan Moar.

REFURBISHMENT

“The motel’s interiors are a collaboration between THOSE Architects and one of the owners, Clay Interiors. The architects also designed some fabulous elements to transform the original early 1980s building to a modern Australian/European design, incorporating metal arches, breeze blocks, and privacy elements throughout.

“We commissioned artworks from Vynka Hallam for the suites and Pool House, as well as a piece from Tegan Franks.The King Rooms and King Courtyard rooms all feature prints from Slowdown Studio, and ceramic panels from House of Orange. “In terms of interior design, we used a warm palette of

Nero 40 Litre Thermoelectric Fridge the perfect fit for The Isla Weatherdon is proud to be a supplier for the Isla, a newly built luxury hotel located in Batemans Bay. The elegantly designed rooms in this boutique development have all been fitted with our Nero 40 litre thermoelectric fridges. The Isla’s distinctive design is what really makes the property stand out and this made our thermoelectric fridge the perfect choice for its guest rooms. With its silent, no-vibration operation and sleek black finish, it is the perfect fit for a property like the Isla where tranquility and style are an important part of the appeal. Keeping sustainability front of

AccomNews - Autumn 2022

looking to reduce their carbon footprint while simultaneously reducing electricity costs. The Isla’s Co-founder Yanna Dascarolia said: ‘Weatherdon were fantastic to work with, and very responsive and helpful. Their thermoelectric fridge was a great choice for our hotel - it is quiet, low energy and looks great. We’re really happy with them and the service provided by the team’

mind, the Nero thermoelectric fridge is CFC-free and has a built-in low energy consumption

regulation system which makes it an environmentally friendly option for properties

REFURBISHMENT

The product ranges at Weatherdon are designed specifically for the hotel and accommodation industry. Our selection of fridges includes models ranging from a 20-litre minibar to our 242-litre size to ensure that there is a suitable option available to all kinds of properties. All our fridges are backed by up to 3 years warranty and are AUS/NZ Electrical Safety Standards Approved.

colours, including ochre, ivory, and kelp green. Materials like oak were used on feature walls trimmed with terrazzo. The rooms also feature heavy linen curtains, with joinery and rugs in deep shades of French blue. “The custom-made dining tables add to the curves that feature throughout the property.” The use of luxurious furnishings and amenities was a priority for this renovation to ensure utmost guest comfort. Therefore, the group used industry suppliers that included, AH Beard, Swisstrade Vendpro and Weatherdon.

What about technology? Yanna said: “The Isla adopts a truly modern approach to motels, there is no reception desk and no key cards. Instead, and reflecting the new contactless approach to travel, guests will receive a personalised check in code to their phone to access their rooms. Guests also get a local guide and compendium of attractions texted to their phones on check in.”

Has sustainability featured in your refurbishment? “Yes, we employed sustainable building practices where possible throughout the construction phase. We also took the opportunity to add solar panels along the entire roof of the property, from which generated electricity. This will also heat the communal pool and private plunge pool.”

Finally, what has been the reaction to the refurbishment from staff and guests? “While we have only just started trading, the local community seems very excited for a breath of fresh air in the area and a new boutique hotel offering, currently lacking in the Batemans Bay area.”

Vendpro serves the solution for success When it comes to self-serve solutions, Vendpro is the leading independent supplier of hot food, refrigerated, ambient and frozen vending machines across a range of global brands as well as being the Licensed Australasia distributor of 365 Retail Micro Markets. Vendpro is a family-owned and managed business, operating for over 25 years, working with some of Australia’s largest

SELF-SERVE VENDING &

S N IO T U L O S T E K R A M O R IC M

corporations providing solutions specific to their business needs whilst at the same time offering the very latest in technology. The diversity that Vendpro brings to organisations such as The Isla is like no other. Providing end-to-end solutions for vending operations as well as offering a unique, self-serviced Micro Market experience exclusive to Vendpro in Australia. Vendpro will work with you to create a solution which will enhance your guests’ experience in a safe, contactless manner from a transactional operation to one which allows technology to create a comprehensive experience using your phone.

REFURBISHMENT

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AccomNews - Autumn 2022

CAMBIO SHADE 2.0

About Space is known for its creativity, great design and new lighting technologies. We push the innovation boundaries with impactful product ranging and custom lighting design experiences. As a strong design leader in the industry, About Space delivers on-trend lighting products. Encompassing sustainable and efficient collaborations with our reinvented retail, trade and commercial client base. About Space are the experts when it comes to offering lighting solutions for any project. Check out our website to discover more of our unique product range.

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TIME TO BE BOLD WITH COLOUR Until now the advice has been to use art-pieces, furniture, rugs, or cushions to bring that splash of colour to our spaces. But now, with the recent launch of the Cambio 2.0 range from About Space Lighting that is all about to change! When it comes to the interior design of a hospitality space there is of course a vision that must be brought to life. However, it’s not always as easy given the parameters that must be operated within. So, with that in mind, and because sometimes those rugs and cushions just don’t cut the mustard About Space Lighting have designed an extensive range of shades that come in an array of bright bold colours as well as black and white. The Australian owned and operated lighting business that has been in business for more than a decade are well placed to introduce such an offering given their extensive experience in suppling lighting solutions to the hospitality industry. From commercial, to decorative and

aboutspace.net.au

custom lighting solutions, and with four showrooms across Sydney, Melbourne and Hobart, About Space provide their clients with the knowledge and advice they need to their concepts from that design stage to reality. Made from aluminium the Cambio 2.0 collection is made up of nine different styles of shade and has six colours to choose from. The next stage is to choose a preferred drop colour where there are five colours to choose from. Now a single drop and shade works beautifully but About Space have cleverly designed this range so two, three or even four shades can be stacked up to create a single pendant. The real beauty of the Cambio 2.0 range is that this versatility gives a designer an opportunity to create something truly unique while also bringing that colourful impact.

Customers can visit any of the About Space showrooms where a Lighting Consultants will be on hand to guide you through the process. Alternatively you can build their own Cambio Pendant Light on the About Space website at www.aboutspace. net.au.

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CASE STUDY

Sydney’s Kimpton Margot makes her entrance into the world of luxury hotels in Sydney By Mike Parker-Brown,

Kimpton Margot, with its unique Art Deco design, and Kimpton brand pillars and experiences alongside a partnership with renowned Australian Chef Luke Mangan, is providing the differentiated and new and varied approach to luxury.”

Industry Reporter

The place where heritage-listed Art Deco architecture meets modern Australian style. Sydney is famous the world over for its Opera House and harbour bridge but what many people don’t know is that Sydney is also home to many beautiful examples of heritage and Art Deco architecture. A prime example of this is the newly refurbished Kimpton Margot Sydney. Housed within a heritagelisted art deco jewel at 339 Pitt Street, originally serving as the Metropolitan Water Sewerage and Drainage Sydney Water Building, today the hotel’s architectural terracotta tiles and bands of bronze and copper elements plus the associated bronze windows, bas relief panels and curved fenestration make this building one of the most exquisite examples of the Art Deco style in Sydney, if not Australia. The hotel has been described by designers as the place where heritage-listed Art Deco architecture meets modern Australian style, the transformed 172-room hotel opened in February, and it’s the first IHG Kimpton brand to be opened in Australia. When it comes to rooms, options are endless. From functional executive rooms to specialty

As Sydney city hotels' occupancy levels are still sitting on between 35 to 45 percent, AccomNews asked how Kimpton Margot is faring? “Quite well,” he said. Bruce Ryde, GM Kimpton Margot Sydney

suites and an extra-large penthouse, guests are swimming in space and style. Guest services range from a fitness centre, dedicated Yoga studio and a rooftop swimming pool which is surrounded by a huge terrace, alongside conference, and event spaces, public spaces and dining by Australian Chef Luke Mangan. The establishment reflects what is described as future-forward, and cosmopolitan. But the emphasis on art remains a signature of this beautiful hotel, it is very much evidenced by close to 600 pieces of art spread across the hotel’s nine levels, and a custom hero piece installed in the grand entrance by Australian artist Tony Twigg. More of the Kimpton’s art-deco styling, can also be found in The Wilmot Bar and the lobby. In the lobby the brand’s signature ‘Forgot it, we’ve got it’ service is well represented with staff on hand to make sure guests have

everything they need, be it a tie, a pocket square, or shoe polish. Accessibility is a by-word for the Kimpton Margot, the hotel is geared to cater to guests with purpose-built guest rooms and ready access entry points for wheelchairs. There is also a warm welcome for four-legged companions as the brand pet policy is ‘If it fits in the lift.’ Bruce Ryde is the hotel’s general manager, he held senior roles at Kamalaya Wellness Sanctuary & Holistic Spa, in Thailand, Marriott Hotels & Resorts, and IHG Hotels & Resorts Asia. He told us: “As a former Sydney sider who’s been away for nearly two-decades, establishing a luxury lifestyle brand like Kimpton, in a demanding market such as Sydney has been both a challenge and a joy. “Sydney needs a better variety of luxury experiences and

All images courtesy of the Kimpton Margot Sydney

AccomNews - Autumn 2022

REFURBISHMENT

“Australians are excited to get out, explore the city and live-a-little again. We’re fun, new, and doing things a little differently than traditional hotels. We opened in good timing, when Australians became excited to get out and staycation again, plus the news of international borders reopening was marvellous for us.” With the sector facing a staffing crisis, we discussed with Bruce how he has attracted a team? “A major factor in our ability to attract staff is the type of brand that we are, we’re not stuffy, we celebrate the individual and our people personally and Sydneysiders have responded very well to that,” he said. “With that being said, the challenge remains that there are not enough staff in Sydney for this market, nor the demand. Our response to this is to build a culture of working crossfunctionally. For example, a guest relations agent will also be a great barista at Kimpton.”

The value of taking the right first step By Mike Parker-Brown,

“And then a week later, I started my placement, and almost four years on, I'm still here,” she said.

Industry Reporter

The future looks bright for this William Angliss Institute alumni.

Hannah’s career with the Grand Hyatt Melbourne started in the hotel’s communication centre, managing incoming calls internally and externally, as well as taking orders for the hotel’s restaurants and room service.

A career in hospitality was something a teenage Hannah Holden had always aspired to. But even with a commercial cookery certificate, achieved while at school under her belt, prospects for a job in her chosen field in her hometown of Bendigo appeared bleak. But as they say opportunity always knocks and for a career-undecided Hannah, opportunity came at the right time at a school careers day where she met a William Angliss Institute representative. She was impressed by what the representative had to say, and particularly by his posters displaying hospitality staff working in what she describes as “nice hotels and resorts and places where I would like to have a holiday”. Then just weeks after that chance meeting, Hannah made the decision to leave her regional Victoria home and move to Melbourne to seek out her future. On the same day she arrived, she embarked on a diploma of Hospitality Management at the William Angliss Institute. That was 2018 and today, looking back from her desk in the Grand Hyatt Melbourne where she now works as an HR officer, Hannah will tell you the decision to study at William Angliss Institute was the best move she ever made.

From there she was promoted to guest relations where she was able to work with many of the hotel’s high-profile guests and VIPs before being elevated to Grand Hyatt Club team leader. The opportunity to join the HR team came in July last year. “My specific job here is training and learning which involves developing different training schedules for the hotel,” she said. Hannah Holden

well-known hotels in and around Melbourne, including placements. Add in a trip to Singapore, where the students gained invaluable information on the practical aspects of the many operational roles required in the hospitality sector.

The Institute was also the catalyst for where Hannah finds herself today, at the Grand Hyatt Melbourne. Attending a William Angliss Institute speednetworking event, she and a fellow student met a Grand Hyatt Melbourne HR representative.

Talking about her career progression, Hannah said things have changed a lot these days and many people want to just get straight into a role instead of working their way up from the bottom.

While Hannah didn’t have much opportunity to ask questions, she says she was pleasantly surprised when at the end of the event, she was approached by the manager who asked to see her resume.

“This was something we learned at William Angliss Institute right from the start, and why the first step is so warranted,” she said.

“I remember asking him what positions the hotel had available and he responded by telling me that they always have positions available for the right people.

“But my focus is training and learning, creating training modules, putting in readthrough orientation, making sure everyone's being safe at work as well… all those kinds of things. “I am also involved in recruitment and often head out to universities to take part in career days. “But there are many other opportunities, Hyatt has its own internal platform of different training modules that you can participate in and learn other roles within the hotel.” Hannah reveals that she is a very big fan of Accor Pacific CEO, Sara Derry who, before being elevated to the role, was the company’s Senior Vice President Talent and Culture.

The curriculum, she says, was full on, “we worked from 9.00AM to 5.00PM, five days a week”, but the practical side of the program presented Hannah and her fellow students with the opportunity to go very handson. It enabled her to work at a variety of events including Melbourne’s famous Long Lunch. The course also presented students with opportunities to participate in courses and educational visits to several

“At the moment, we are generalists, and a very small team, just three of us for some 400 staff members, so we do everything.

“Sarah is someone I definitely look up to,” Hannah said.

William Angliss Institute's hotel facilities launch in March this year. All images courtesy of the William Angliss Institute.

HUMAN RESOURCES

“But there are many women leaders here to inspire me. It’s great to see how far they can go in this career and show everyone what they can do. “And I love every inch of that.” AccomNews - Autumn 2022

Cool hospitality venues kit out their staff

By Mandy Clarke, Editor

The many benefits of wearing hospitality uniforms have been significantly elevated since the onset of the pandemic. Experiences from the last two years reinforce that teams who wear smart uniforms not only appear more professional but also project more of a commitment to high hygiene standards. A hospitality team’s attire can showcase a brand identity and resonate strongly with guests and differentiate it from competition. Therefore, choosing a uniform requires some thought and careful consideration, you will also need to decide if it will be unisex or not, or you may

AccomNews - Autumn 2022

want to source an ethically made and sustainable clothing line. Would you go for a clean design and simple lines, or something more elaborate, even quirky? Alternatively, why not dabble in the high fashion world, just like the servers, bar staff and baristas working in a Saville Row establishment, in London. According to a recent article from the Luxury London online publication, entitled “From FROW to FOH: How luxury fashion designers are taking over London’s hospitality scene”, written by Zoe Gunn, there is a quiet uniform revolution going on in some of “London’s coolest hospitality venues”. They are kitting out their hospitality people in the capital’s chicest designers and in turn “giving their wellheeled patrons a run for their money in the style stakes.” While all hospitality operators

generally do want their uniforms to tell the ‘story’ of their brand, most will never go to the extremes of wanting their staff to look like high fashion models. Those London venues may like the ‘theatrics’ of their team wearing a ‘costume’ (and it is an excellent story) but most operators just want their team to look professional, smart, and approachable. Of equal importance, ask how your staff actually feel about wearing their uniform, are they happy, comfortable and above all confident? To ‘tick all the boxes’ for a really great uniform, it is vital to be clever about choosing the right material, colour and style to perfectly suit the needs of your business, the role of each team member and the variety of different tasks. Apart from everything else hospitality uniforms are ‘workwear’ and must stand up to

HUMAN RESOURCES

the rigours of physical work in an often fast-paced and demanding environment. Aprons are the most obvious and commonly used uniform item. While they can still express a brand story, they are also very simple, practical, protective, clean, and they can be designed with large pouch pockets to fit notepads, iPads and payment devices. Hospitality uniforms are a niche market within the overall clothing market, so it is very important to seek out special attention from those who are both highly skilled and experienced in the field. Welborne Corporate Image is an Australian owned and operated business, that’s been designing, manufacturing, and distributing quality workwear for over 50 years. Its team identified a shift in 2022, seeing brands incorporate more solid plain colours.

And they point out: “This trend also saw the market move towards more specialised newly developed fabrics, as the interest in organic, recycled and environmentally friendly materials continues to grow.” On the benefits of introducing a hospitality uniform, Welborne Corporate Image advises they “can increase brand awareness and help to build trust” within your industry.

“It also brings your team together and creates a sense of belonging and pride within the company.” AccomNews asked, has COVID changed the demand for uniform in the hospitality sector? “We have found that during the pandemic many companies have opted to change or implement a uniform policy.

“When your staff wear a corporate uniform, they always present in a professional manner and are more easily identified by customers. A uniform gives the opportunity for subliminal brand exposure, making your branding more recognisable to the public and strengthening overall brand awareness. We believe this is partly due to the heightened awareness of hygiene and the need to strengthen brand awareness.” For those businesses thinking about introducing uniforms, the team at Welborne Corporate Image told us: “The most important considerations when choosing a new uniform is the job at hand. The tasks an

employee needs to undertake within their daily job determines the uniform recommendations. For most roles we recommend easy care fabrics, which are low maintenance and comfortable to wear. “The colour choice for your uniform should be determined by your corporate image, there are a few exceptions to this

HUMAN RESOURCES

rule for example if your workers are required to wear high-vis. “When it comes to custom made uniforms the possibilities are endless! The options available depend on the number of uniforms being ordered and uniform budget but remember custom made uniforms require a longer lead time, with greater minimums.

AccomNews - Autumn 2022

Rewards of the digital compendium By Grantlee Kieza, Industry Reporter

Digital compendiums have been one of the most important technological developments for the accommodation industry in recent years. They started to become popular even before the COVID-19 pandemic, but their uptake has accelerated because of how efficient and versatile they are for both the property and the guest. They also save forests because paper is no longer required, they save time and money, and with the issue forced by COVID, they have become essential in an industry where touchless technology is paramount. Guest compendiums were once almost always printed and placed in bound leather or vinyl-covered volumes inside hotel rooms. They outlined menus, guest facilities and local attractions. But they were expensive and eco-unfriendly, needing reprinting with every major detail change, and they required replacement every time they became dogeared. They represented a significant investment in both materials and labour when multiplied by the number of rooms at each property.

printed compendiums means reduced overheads and increased opportunities for revenue generation and greater guest satisfaction.

every piece of information a guest could ever require, staff do not have to spend as much time answering basic questions, freeing them for other duties.

Through inexpensive translation software, digital compendiums can also provide all the information of a traditional printed compendium, and more, in any language that the guest prefers.

When guests use digital compendiums, it is far easier for them to order room service, order fresh towels, check gym hours or use services such as baby-sitting arrangements.

The technology also allows guests to immediately communicate with a property's reception staff in their own language, to ask questions, or to provide feedback. Details can be updated in minutes and sent to the guests’ hip pocket, highlighting such things as new menu items, special offers, and the latest tours, providing the opportunity to increase revenue with a few strokes of the keypad. The cost is minimum to post mouth-watering images on a compendium, but it can significantly boost a food and beverage revenue. Digital compendiums save huge amounts of time for staff and guests. Since information becomes accessible by a push of a button, cleaners no longer have to constantly check the condition of printed compendiums for coffee stains before the next guest arrives. And because the digital version can be filled with

The smartphone was introduced 15 years ago and has become a major part of everyday life. Apps are simply far cheaper to use as compendiums than large, printed volumes, and there are also the advantages in sustainability. All those trees can stay where they are, as an electronic app does the work instead. Byron Webster, Executive Director, Australia, SABA Hospitality explained: “Many compendium solutions are now web-based, giving guests easy access to information and content via their own mobile devices. Some solutions also incorporate digital ordering and either live or automated messaging, allowing operators to leverage a single solution and connect with their guests in many alternate ways. By implementing such solutions, operators can automate many processes, and create both efficiency and cost savings.

Photo by Rob Hampson on Unsplash

Digital compendiums can be accessible anywhere, with guests also able to use their own smartphones or tablets to find all the information they will ever need about the property, their room, and local attractions. And because it’s their device, guests can take the compendium anywhere they like in their own pocket as they search for attractions around their hotel. For accommodation managers, eliminating

AccomNews - Autumn 2022

TECHNOLOGY

Byron Webster, Executive Director, Australia, SABA Hospitality

“Digital solutions can also leverage video, digital imagery, links and other styles of content to provide a more dynamic guest journey. By creating a more engaging experience, driven via the guests own mobile device, operators can ensure they are meeting the expectations of traveller’s post pandemic.” For those accommodation providers considering digital compendiums he advised: “Don’t think about digitising the in-room compendium as simply putting your leatherbound document in a digital format. Think of it as an opportunity to implement a digital product suite that enhances the overall guest journey and offers a convenient way for guests to access all the amenities and services that your hotel has to offer. “In addition, find a solution that offers flexibility. The ability to activate digital services that your guests demand now, and other services they may want in the future. “Before implementing any new technology, make sure you have a real understanding of your guest demographic and their needs. Everyone is different and likes to consume content in different ways therefore select the solution that is the best fit for you.”

“Guests only spend a fraction of their overall journey in the room, and generally only use television for streaming or background noise. To generate meaningful revenue, we would suggest operators use a medium that lives and breathes with the guest throughout their entire pre-stay and in-stay experience, giving them access to valuable information and promotional material whenever they like. “The use of progressive web applications that can be accessed via the guests own mobile device is a cheap, easy and innovative way to distribute information through the entire guest journey and allow guests access to valuable content on their own terms.” What are the most important considerations when purchasing digital compendiums? “First, it’s important to implement

technology that will meet the needs and expectations of your guest profile,” he said. “Secondly, the value of guestfacing technology is tied to uptake. If nobody uses a hotel’s digital solution, it may as well not exist, so select a solution that can not only be accessed throughout the entire guest journey but is also easy to access and removes all barriers to uptake. “We know people are reluctant to download applications onto their valuable phone real estate, so consider web-based solutions that are easily access by scanning a QR code or via clicking a link. Also, live where the guest lives, and leverage their existing behaviour. “Finally, people are very reluctant to touch foreign objects post the COVID19 Pandemic, so avoid trying to force behaviour such as the use of in-room tablets. Give your guests access to information via their own device, which they know, trust and are comfortable with.”

TECHNOLOGY

Photo by Neil Soni on Unsplash

AccomNews asked, can televisions double as compendiums? “They can play a role within a broader digital information or marketing framework, but we would certainly not recommend they form an entire strategy,” he said.

AccomNews - Autumn 2022

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CA SE ST U D Y

Holiday Inn and Staybridge Suites Dubai Al-Maktoum Airport select Exterity in-room entertainment and on-site digital signage for a premium guest experience

The Challenge: Deliver a new campus-wide IPTV and digital signage solution serving 1,000 screens across 600+ guest rooms in two complementary types of accommodation, as well as public areas and extensive conference and event facilities.

Our contractors worked closely with Exterity to design and implement the solution and the whole process went smoothly. Our facility team has been able to operate the system without any further assistance, as the software is extremely easy to use...we have had no failures with any of the Exterity parts of the installation. Shanu Ammunni, Director of Information Technology, Ishraq Hospitality

The Solution: • Campus-wide customisable digital signage throughout hotel restaurants & bars, lobbies, conference centre and meeting rooms. • In-room entertainment with tailored interactive IPTV portals for Holiday Inn and Staybridge Suites brands • 125 channels of premium TV content plus hotelbranded infomercials freely available to guests • BYOD guest access to IPTV system for on-demand video services • In-room access to room service, billing, concierge services and spa booking Read the case study

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HOSPITALITY TECHNOLOGY SOLUTIONS

Q&A

Embracing the dynamic development of digital display technology

By Mandy Clarke, Editor

It is undeniable that the pandemic has taken a toll on the accommodation industry, but we have also seen growth. The commonality of businesses that thrived were their ability to adapt to change. Businesses that embraced smart, interactive, and digital display technologies not only survived but thrived. This begs the question, how can our sector continue this growth, to employ and accelerate the use of smart, interactive, and immersive digital display technologies into the future? And will this benefit both brand and guest?

AccomNews sat down with Martin Moelle, Managing Director of BenQ Australia for a Q&A. Q. What are the practical applications for display technology in our sector, considering recent events? A. Pre-COVID, display technology has been used in traditional ways like reception signage and greeting panels. Now, to help manage a greater focus on health and safety, we’re seeing an increase in digital labour through services like digital concierge. Facial recognition and

Martin Moelle, Managing Director, BenQ

temperature control cameras are also being used to move towards touchless and automation. Q. How can our sector continue to embrace this technology? A. There have been many iterations of digital signage and projection technology used over the years in the accommodation industry. Continuing to embrace this technology means identifying the ever-growing value of visual content. Q. How can the technology best showcase a hotel brand? A. The way we embrace technology and digital trends is a direct reflection on the overall brand. Not just how we display in a purely visual sense. Because everyone has a smartphone in their pocket, expectations are high. If you increase your level of customer service and unique experience, customers retain a positive perception of the brand. Q. How and why does digital display technology impress guests? A. The onboarding of digital signage and supporting

technology can be a subconscious marker to guests that the facilities are efficient and generally more streamlined. But having said that, simply being greeted by high-resolution imagery is a great first impression, especially if it's 4K. Colour accuracy is also a big consideration when looking for that wow factor. Q. How creative can we go? A. With the implementation of high brightness and slim bezel video wall options, the possibilities are endless. We’re also seeing augmented reality as a growing trend transforming spaces. Q. What about sound? A. An impressive projection or panel display screen for the conference room may be left wanting without the appropriate sound element. Considering a package solution is important to the overall immersive experience. Sound is very important in that respect. Q. Tell us about any exciting projects happening in the current display market for this sector? A. There’s a hotel in Paris, Hotel Paradiso, that has installed a projector in every single room. Like a personal mini cinema. Again, playing into the ability to provide a fully immersive experience for the customer. Q. What are the recent technological advancements and what does the future hold?

Image supplied by BenQ Australia

AccomNews - Autumn 2022

TECHNOLOGY

A. Something the accommodation industry has demanded is an easy way to share content to displays. This means being able to share from anywhere. As a result, many displays now have built-in wireless sharing options. This gives the opportunity to share content on the fly and from multiple devices. Not to mention, with more and more displays being implemented into businesses, solid device management has become a determining factor. It’s all about “smart” in 2022. Q. What are your recommendations for use in diﬀerent environments? A. Some environments necessitate a more hands on approach. Traditional displays are great for standard visual applications whereas interactive options like touch signage and interactive flat panel can enhance overall customer experience. For example, an aesthetic and bright display for the reception greeting and an interactive touch option with imbedded systems like Windows and Android for conference and boardroom facilities Q. What would you most like our readers to know? A. Display technology has evolved with a focus on complete solutions. Resolution is king. High resolution is industry standard/expectation. When managing a fleet of devices, solid management software is essential. Colour accuracy gives content authenticity and depth.

Foxtel’s Business iQ Help make your guests’ stay more memorable

With Foxtel’s Business iQ, you not only provide a world of entertainment to your guests, you can also give them access to a portal to help them make the most of their stay. Our highly customisable interface enables you to inform guests about your facilities and services as well as provide useful information on local events and attractions. You can also send messages directly to your guests, ensuring they never miss out on happy hour at the lobby bar or the latest offer at the spa.

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Help your guests plan ahead with restaurant bookings Now more than ever with capacity caps it’s important to make finding and booking your hotel’s facilities and services easy. The Business iQ can assist your guests to plan ahead and avoid disappointment. Just one thing you can do to make it easier for your guests so they can enjoy their stay.

With QR codes being so popular now, we are now also making use of them via the entertainment platform. By loading artwork, including a QR code via the hotel information tabs, we can now almost link any information between the entertainment system and our guests. From links to our website, to video content to our social media channels.” Peter Tudehope | GM,

Included when you take the Enterprise technology pack. *90+ channels are included when you take the Content Warehouse and Movie Vault add-on pack.^Movies included when you take the Movie Vault add-on pack. Some channels not available in public viewing areas. This product is available to Foxtel Business subscribers only. Requires purchase of 100% of screens within the site. Requires internet connection. Availability of particular titles may vary. Foxtel marks are used under licence by Foxtel Management Pty Ltd, ACN 068 671 938, 5 Thomas Holt Drive, North Ryde NSW 2113. Bluey: Bluey TM and Bluey characters logo TM & © Ludo Studio Pty Ltd 2018. Free Guy: © 2021 20th Century Studios & TSG Entertainment Finance LLC. All Rights Reserved. Succession: 2021 © Home Box Office, Inc. All rights reserved. HBO and all related service marks are the property of Home Box Office, Inc. The Dry: © 2020 The Dry Film Holdings Pty Ltd and Screen Australia. All Rights Reserved. The Little Things: © 2020 Warner Bros. Entertainment Inc. Friends: FRIENDS © Warner Bros. Entertainment Inc. Superintelligence: © 2019 Warner Bros. Entertainment Inc. and BRON Creative USA, Corp. Guilt: © Expectation/Happy Tramp North 2021. Wonder Woman 1984 (M): © 2020 Warner Bros. Entertainment Inc. Wonder Woman and all related characters and elements TM & © DC. Gossip Girl: © 2020 WarnerMedia Direct, LLC. All Rights Reserved. HBO Max™ is used under license. DC’s Legends of Tomorrow: © and TM DC © Warner Bros. Ent. Inc. PAW Patrol: © 2019 Spin Master PAW Productions Inc. © 2019 Viacom International Inc. All Rights Reserved. The Office: © 2007 NBC Studios, Inc. and Universal Network Television LLC. All Rights Reserved. Killing Escobar: © 2021 101 Films. BUS0586

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By Mandy Clarke, Editor

Most operators do want to provide enjoyable and warm outdoor facilities all year round, but what are the best ways to do that?

Autumn has arrived bringing cooler days and chilly evenings, and winter will soon be here, but guests will still seek al fresco drinking, dining and socialising as part of their experience. Despite cold weather, the ongoing pandemic still has guests on edge and feeling safer in open spaces. David Bowen, head of Hotels, Skye Suites made the point beautifully at the recent Maximum Occupancy event in Sydney when he stated: “In the post-COVID accommodation environment, air is important.” The aim of any outdoor venue has always been to provide a comfortable, warm, and welcoming environment and it can be a challenge to do it economically. And if the nights are a bit too cool for guests to enjoy the outdoor life, what is the solution?

AccomNews - Autumn 2022

Nigel told us: “The most prevalent form of outdoor heating in Australia is the gas bottle heater. They are cheap to purchase and mobile, but they also take up valuable floor space, are highly polluting, expensive to run, inconvenient (often running out of gas at the wrong time) and largely ineffective unless you are directly adjacent to them. Nigel Smalls, SBH Solutions

Nigel Smalls, from SBH Solutions (Infrared Australia) says outdoor heating can be the answer. He agreed that since COVID it’s more important than ever to provide a pleasant outdoor atmosphere, somewhere guests can maintain distance and minimise chances of infection. He also suggests that using your outdoor space in colder months can increase your revenue.

“Over time, fixed solutions such as reticulated gas radiant ceramic, tube heaters and electric infrared heaters are replacing gas bottles.” He went on: “Gas heaters and most electric heaters produce long (known as ‘far’) or medium infrared which are much more effective than a naked gas flame but still mainly heat air, therefore susceptible to wind and exposed positions. Reticulated gas lines, although expensive

ENERGY & RESOURCES

to install will usually give an attractive and effective solution in a protected outdoor area. “Standard electric infrared panel heaters are easier to install and are a ‘no light’ solution, but they require relatively high wattage inputs to do anything more than just warm the heads of patrons sitting below. Their effectiveness is very limited in an unprotected position. “Most recently, shortwave infrared heaters are being adopted in Australia from Europe and are the most efficient heat source available. When combined with a polished reflector (watt for watt) they will provide the most effective heat over the largest area. “Short wave heat is instant, with no pre-warming required because they radiate heat off people and surfaces. Short wave also gives off a small proportion of their output as light, generally an orange or reddish glow like the colour from a wood fire.”

Keep your guests warm and profits high in winter

Safety must be your priority, and Nigel advised: “Handling a mobile gas bottle heater requires care, because gas is stored under pressure and the structure is heavy. Any gas heater must also be used where the fumes of combustion can escape. “Electric radiant heaters pose no such problem but must not be placed near to combustible materials and must be wired correctly to prevent circuit overloading.” Other considerations in this sector are for outdoor heaters to be unobtrusive, not ruin the ambience, and Nigel says this is possible with either gas tube heaters or electric panel heaters. But he warns that a significant wattage or kilojoule input is needed to achieve any decent heat. He said: “Other heaters all produce light whether it is from a naked flame, a heated ceramic tile, a carbon element, or a halogen element. From a style or ambience point of view it is all down to personal preference, but the reality is that the best outdoor heating products produce light and

the least effective produce none. “However, as newer light emitting models are developed, they continue to offer better aesthetics. This includes using smoked glass to reduce emitted light, as well as improved efficiency and control.” Guests today are looking for more sustainable practices, and Nigel says that electric heaters in Australia are increasingly supplied from renewable

resources, including solar panels on hospitality roofs. “But it is true to say that any heater requires a lot of watts. The most effective outdoor heater and therefore the most environmentally friendly is a short-wave infrared heater. They provide instant heat to the largest area and can be used in conjunction with timers.” He added: “The EU has been

discussing the large cost to the environment of outdoor heaters for some years and France has taken the lead by banning all outdoor heaters in café terraces and restaurants from April 1, 2022. Other countries are considering similar moves, but it is almost certain to be unflued gas that takes the brunt of the focus as it produces up to seven times more CO2 compared to infrared electric heaters.”

Instant comfort where it’s needed • The best energy efficient heaters available • Superior heated zone • Instant heat • Water resistant • Variety of mounting options G IN S

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To speak to one of our consultants please call (08) 7122 1114 or email

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infraredheating@sbhsolutions.com.au

HELIOSAⓇ Short Wave Infrared www.infraredaustralia.com.au

ENERGY & RESOURCES

AccomNews - Autumn 2022

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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Christie Barbecues

sales@dachristie.com

P 03 9708 2999 W dachristie.com

PULLMAN COMMANDER PV900 BACKPACK VACUUM CLEANER

The Pullman Commander PV900 Backpack Vacuum Cleaner is a high-powered machine designed for maximum user comfort and efficiency in any commercial setting. It features a world-first comfort system harness, complete with three height settings to adapt to each user’s unique needs. It’s also equipped with patented air ventilation systems and anti-vibration technology for a smoother cleaning experience, and a turbo suction mode for more effective pickup. The PV900 Backpack Vacuum Cleaner also features HEPA13 filtration to improve air quality.

DELUXE FOLD UP BED Fold out beds are an essential item when it comes to managing short term accommodation. They give you the flexibility to allow for an extra guest in your rooms at short notice and with minimum fuss. The Compass Deluxe Fold Up Bed is compact and sturdy, which makes it easy to store without compromising comfort or stability. It features lockable wheels and a dark woodgrain headboard and comes with a removable washable quilt cover

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sales@weatherdon.com.au

AccomNews - Autumn 2022

02 9906 2202

weatherdon.com.au WHAT’S HOT

Godfreys Commercial

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1800 314 580

commercial@godfreys.com.au

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NERO LUXE HAIRDRYER With sleek lines and a tasteful rose gold trim, the Nero Luxe hairdryer really does look the part. When you go beyond first impressions you soon realise that it also delivers on performance. With a powerful 2400W motor, tourmaline functionality to lock in moisture and prevent frizz, and a cool shot button to improve hold and boost shine, this hairdryer has all you need to keep your hair looking stunning. As with all Nero products it is AUS/NZ Electrical Safety Standards Approved and is backed by a 1-year warranty.

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Weatherdon

sales@weatherdon.com.au

02 9906 2202

weatherdon.com.au

NARDI DOGA RANGE Introducing the Doga range from Nardi, it encompasses all you have come to expect from Nardi. Italian made with Italian flair, designed, and built for commercial use featuring fiberglass reinforced polyprop for maximum strength and durability. Choose from the arm or armless dining chair or the Relax version, also complimented by a matching side table. All options stack and are available in six on trend colours. Enquire now about the Doga range or any of our resort focused products.

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Daydream Furniture

sales@daydreamleisure.com.au

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07 5493 4277 daydreamleisure.com.au

THE DIGITAL WINDOW TO YOUR BUSINESS VISION If you’re looking that for “wow factor”, the ST02S Smart Signage is the ideal digital display solution for any small to large accommodation business. The ultra-thin bezel display comes with stunning 4K UHD resolution, producing eye-catching images in vivid detail. ST02S supports InstaShare, a simple presentation and collaboration solution that allows users to wirelessly display content, even from their mobile device. With its own Android OS on-board, the ST02S eliminates the need for an external processing device or player to access and display content. Available in 43”, 55”, 65”, 75” and 86”

Multimedia Technology

sales@mmt.com.au

P 1300 650 203 W mmt.com.au

SALTO SYSTEMS ÆLEMENT FUSION Ælement Fusion is an electronic lock with a sleek reader accentuated by an interactive light ring that illuminates when access credentials are presented, providing a minimalistic design that blends with any hotel décor.

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SALTO Systems Oceania

info.oceania@saltosystems.com

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03 8683 9782 saltosystems.com.au

WHAT’S HOT

AccomNews - Autumn 2022

Warm pools:

Give your guests an all-year experience Your swimming pool is a huge draw for guests and one of your accommodation’s biggest selling points. Guests want to enjoy your pool for as much of the year as possible and that’s why it makes sense to extend its usage well into autumn, through to spring. Oftentimes, accommodations need their pools to be an “all-year experience”, and even in the tropics with a climate like Cairns, pools can drop to uncomfortable temperatures during winter. However, it may be a concern that pool heating is not only an additional financial burden to bear but also not very environmentally conscious. The energy running cost of using fossil fuel heaters especially if you have a larger resort pool, can run into many tens of thousands of dollars per year, not to mention the cost to the environment.

By Mandy Clarke, Editor

Steve Batey, National Commercial Director, Madimack

tourism operators to optimise eco-conscious, efficient and engineered facility solutions. He explained: “Recently, New York City banned the use of natural gas in new buildings. Buildings under seven stories are to ‘go electric’ by January 2024, with taller buildings after July 1, 2027. If the largest city in America can take this critical step to ban gas use, any city, hotel, or resort can do the same. "Global directives are driving net-zero targets toward 2030 by promoting sustainable improvements in industry, giving

large and small hotel chains massive opportunities to improve their environmental footprints along with overall efficiency.” He went on: “You will find that technology and innovation are coupling to create ‘engineered intelligent design’, which provides significant efficiencies at a commercial level. “Inverter Heat Pump technology has been instrumental in

Economy, eﬃciency and sustainability

And so, what is the solution for your pool?

AccomNews - Autumn 2022

Steve suggests there has been a revolution in more energy conscious pool heating systems in Australia with the newest inverter technology built with simplicity and efficiency in mind. The systems deliver better airflow, higher efficiency, quieter operation, and performance. He advised: “Look for systems that offer a low energy and nighttime mode, these can increase efficiency by up to 20 percent. Consider the ability to connect via wifi to remotely change your pool temperature and timers. And, go for ABS casing, so your pool stays warm no matter where your accommodation is located.”

Today’s travellers want to make the least impact on the environment, they want their accommodations to be more environmentally friendly and they actively seek sustainability. Happily, movement towards more sustainable ways of heat engineering and technology is a global effort because ultimately your guests still want to enjoy warm pools!

Steve Batey is the National Commercial Director of Madimack who works closely with domestic and international

lowering running costs dramatically within resort pool heating. Continual optimisation in technological development has led to engineered design and performance that optimises your hotel and resort investments.”

Image courtesy of Madimack

GUEST FACILITIES

When considering pool heating solutions, it is very important to take into account the size of your pool, its position, the property’s location, your guests' needs, and what type and size of heater you need to efficiently heat it. Finally think about purchasing a pool cover because they can be a game-changer.

Bernard Schenk, the Commercial Sales Manager at Elite Pool Covers says “if you do not have a pool cover you must have money to burn”. According to Bernard, a pool cover should be part of your costeffective pool heating solution and says be aware that they are now part of the Australian Building Code, which states that pools must have covers if you use fossil fuels for heating. He told us: “If you put a cover on your pool at night, it will significantly reduce thermal losses, water evaporation, chemical use, and ongoing maintenance costs within the building from indoor pools due to condensation. Water evaporation is your dollar going out of the window. “Not having a pool blanket is like having the heater on and leaving the window open,” he added. It surprises him to find that despite a widespread increase in ‘environmental awareness’, not to mention financial woes there are still some accommodation properties that do not cover the pool when it’s not in use.

Image courtesy of Elite Pool Covers

He said: “Worse still, I’ve seen a number of facilities where they have a pool cover, but they aren’t used because they are considered ‘extra work’ for no benefit. Not spending money on a pool blanket or not using one is truly a ‘false economy’. Put simply, these covers are a ‘no brainer’ in terms of capital investment.” For a start he says water evaporation is immediately

reduced by the percentage that the covers are on the pool. “In one day if the pool is operational for 12 hours and covered for eight, water evaporation is reduced by a 50 percent”. You also save energy and all those associated costs regardless of the type of heating and energy source used.

outdoor pools, they are cheaper, reduce water evaporation and generate heat during daylight hours and best of all they increase the water temperature if on during day light hours.

When choosing a pool cover, he advised: “Solar bubble blankets are good for unheated

He added: “Both types of covers can be used indoors but thermal is better for indoor use.”

“Thermal blankets do not warm the water, instead reduce the air and water temp - equalising.”

Save money, water and the environment with an Elite Pool Cover System Installing a quality Elite commercial pool cover can not only reduce water loss through evaporation, it can also quite literally, end up saving you thousands of dollars in operating and maintenance costs. An Elite Pool Cover System really is an excellent investment, both financially, environmentally and for guest satisfaction. It reduces chemical and energy bills while maintaining the water temperature, keeping guests happy. Chat to us today about the best solution for the pool at your property.

1300 136 696 bernard@poolcovers.com.au www.poolcovers.com.au

AccomNews - Autumn 2022

GUEST FACILITIES

Sleep: Invest to give your guest the best rest they’ve ever had By Mandy Clarke, Editor

Why? Because when you get down to basics, the core of your business is to provide ‘good sleep’. If you can do that, everything else should be plain sailing - just add in all the finer points of the experience. If you don’t get this right, I liken it to being excited by the sight of a birthday cake, a beautifully iced and elaborately decorated one, only to be gutted when you take a bite

Invest in good quality beds from the outset, beds that will last for years

Peter Deveny, AH Beard

and discover the sponge has a soggy bottom! Yes, I have watched far too many episodes of ‘The Great British Bake Off ’. But you are not the baker who can ‘bin’ the cake and produce a new improved version within hours. Once you have invested in a ‘bad bed’ you can’t easily replace it. To remedy this nightmare, you must invest in good quality beds from the outset, beds that will last for years. But every guest has

different preferences and needs, making the choice confusing. How do you decide on the size, mattress type, comfort level, or adjustability of your guest beds? Industry supplier, Peter Deveny, AH Beard, agrees hotels are very conscious of delivering an experience that exceeds the guests’ expectations, including the bed. “The best way to do this is to buy the best quality beds that you can afford,” he said. “Look for things like Zoned, Pocket Coil support systems, widely recognised as the superior support system of the bedding industry. High quality

locally made foams provide luxury and longevity, as they are more consistent and better quality than imported foams. Make sure you have a base that is designed to support the mattress and provide a strong, stable foundation. “Once you have your beds, put a scheduled preventative maintenance programme in place that allows for the mattress to be rotated at least once every six months, but ideally more frequently. At the same time, lift the base and check that all the fittings are tight and in good condition.

Let’s talk beds. No matter how large, small, bespoke, or humble your accommodation business is, if you don’t get this particular guest offering just right you might as well erect a ‘closed for business’ sign now.

HOUSEKEEPING

AccomNews - Autumn 2022

This will ensure that your beds feel great for longer. “Top your beds with high quality, scrupulously clean linen and don’t forget to invest in great pillows. If your budget is restricted, talk with your bedding supplier about your limitations and expectations. “It’s stating the obvious, but hoteliers only buy beds once every six or seven years, whereas suppliers live and breathe them. So, ask for recommendations, advice, and comparisons, then find out which other properties have the specific model your supplier is recommending and research guest reviews. Again, always buy the highest quality you possibly can. “Adding adjustable bases to your guest beds is more affordable than ever and this gives the guest the ability to tailor the feel and function of the bed to suit their needs or preferences. We know that guests are looking for a personalised experience, and adjustable bases can certainly fit the brief.” On new developments Peter told us: “We introduced fabrics

a couple of years ago that included treatments to help make the sleeping environment healthier by controlling heat and humidity in the bed. These fabrics help make the bed, and room, healthier and keep the guest cooler and drier when they sleep, they also reduce the amount of perspiration and other biological elements released into the bed. These are becoming more and more in demand from health-conscious hotels.” Responding to the global trend towards sustainability. Peter said: “In 2021, we launched a range that features the world’s first fully recyclable Pocket Coil spring and Australia’s first fully recyclable mattress. There is no foam used in the comfort layers, instead it’s filled with natural, sustainable wool, including single farm sourced merino that is some of the highest quality wool anywhere in the world. The range is the most sustainable bed available but doesn’t sacrifice anything in terms of comfort or luxury. “The COVID pandemic certainly changed the way consumers and hoteliers purchase and one

Image courtesy of Avante Australia

of the outcomes has been a renewed focus on supporting local manufacturers. “Australia has some of the most skilled and reliable manufacturers of bedding in the world and we produce products of the highest quality, so the most important question you can ask when you are buying beds is, ‘are they Australian made’?”

Michael Reddy from Avante Australia understands that commercial mattresses and beds are built to be robust, but they can also be designed with exceptional customer sleeping experience in mind. He said: “Selecting a premium spring system and adding generous comfort layers with premium fabrics, will ensure an overall quality sleep for guests.”

Australia’s First Truly Sustainable Sleep Range

ahbeard.com/origins | commercial@ahbeard.com 68

AccomNews - Autumn 2022

HOUSEKEEPING

For accommodations on a tight budget, he advised, “use size to your advantage”! He explained: “A great budget saver is using smaller size bed bases which can be put together to create a king/queen size, when needed. It offers a lot of flexibility for your guest rooms.”

Michael agreed: “Adjustable beds are a fast-growing business, with a focus on elderly users and guests who want the experience and the benefits of sleeping on an adjustable bed. For ultimate comfort and a successful sleep, adjustable bases can conform to a position that’s best for the individual’s body and wellness over time.”

Michael Reddy, Avante Australia

On new developments he revealed: “We have an exciting accessory for our adjustable bases, new Bluetooth capable models mean guests can conveniently control the bed from their smartphone. “Our vibration massage also provides relief along with pre-set positions at the touch of a button. Hi-lo functionality makes it easier to get in and out of bed and guests can use preset positions, like zero-gravity, television, and lounge to deliver an enjoyable, peaceful sleep. “We are always innovating, to find new ways to provide quality sleep, quality products and expert service.”

HOUSEKEEPING

The sector has seen a rise in the number of travellers with a disability, and oftentimes they also travel with a carer. How accessible, flexible and adjustable your guest beds are, not only makes or breaks their sleep experience but if not right can be detrimental to their health. Furthermore, the rise of older ‘cashed up’ travellers who also really appreciate an adjustable bed should be noted.

AccomNews - Autumn 2022

Portion control for sweet treats that satisfy By Rosie Clarke, Industry Reporter

Any hotelier worth his salt knows that one sure-fire way to keep guests sweet is to maintain an impressive variety of in-room snacks.

In doing so, what we found was that portion-controlled products in the in-room setting actually translate to thoughtful product choice. Here’s why:

To-die-for dinein displays When you start to compile a new stock list for your in-room treat offerings, a lot will hinge on storage and display options. First, you will need to factor in whether your rooms have minibars or whether you need to choose non-perishable goods. Do you have a kettle and coffee machine? If the latter, what kind? If you have a pod coffee machine, make sure you have plenty of pods! Portion control means making sure there’s enough for however many guests have booked the room. Speciality teas, hot chocolates, and other hot drinks are a fantastic way to add variety to your snack options. You can also make selections that reflect the ethos of your brand, whether you want to have a sustainable wellness focus, or want to project homegrown family values with child-friendly staples. The Trivago Business Blog advises that in a world where competing hoteliers are trying

AccomNews - Autumn 2022

Photo by Flash Dantz on Unsplash

However, variety is often not the first, and certainly not the only, purchasing consideration for accommodation providers. Presentation, popularity, pricing, and product availability are all key factors to take into account. We asked suppliers and scoured the sector for insights this issue looking for hot tips and cool trends in the in-room snack space to share. to undercut one another by cutting back on what they see as unnecessary expenses, the hotels that still invest in life’s simple luxuries for guests will stand out. A few good quality tea bags and a simple plate of homemade biscuits for a latenight snack, or fresh flowers from the property’s garden, can make a lasting impression.

Messages that share your thoughtfulness If your snacks and drinks will be on display when your guest enters the room, consider the presentation. Including a handwritten note or other welcome message sets an inviting tone and encourages guests to write something lovely in return when they leave a review. On that note, don’t forget to tell your guests they can eat the snacks! While most of us immediately raid the cupboards in search of a mug, guests seem a little more service-shy postCOVID and may assume the in-room treats will be off-limits, mega-expensive, or not expect them altogether. So, if you have complimentary snacks available

by the coffee machine, make it clear! Likewise, when you have gone the extra mile to source luxury treats or locally sourced delights, tell your guests about it. Include the information on their booking, or on your welcome message. And, of course, make it easy for them to find the pricelist for in-room purchases—if they have to hunt for it, they’ll figure they may as well walk to a supermarket. On the other hand, if you know that guests are here to celebrate an occasion, you can add this to the note—even better you can switch up the snack choice by adding extra chocolates for an anniversary or swapping out chips for strawberries for Valentine’s Day. Thematic displays are another fabulous way to entice guests into a taste test, with savoury options hungry sports fans will clamour for after a big game, or a breakfast themed display for those in-town to attend a busy all-day conference.

Incredible custom snack options In 2022, specialist suppliers are able to customise snacks

FOOD & BEVERAGE

and packaging in all sorts of ways: think chocolate moulds and decorative foils with your branding, or artfully designed lolly bags with personalised messaging on stickers, paper tags and cellophane wrappings. Small bed and breakfasts and large-scale hotels alike can raise the bar with bite-size turndown treats, or picnic-sized extravagance, depending on the occasion. Some hotels are even selling full-size versions of their turndown treats in giftshops. Another way to customise your snacks is to let guests choose what they want in-room before they arrive. Not only is this a courteous option for guests with allergies or intolerances, but guests are probably more likely to sample the goods if they feel they’ve been laid out especially for them. Snack baskets with a local flavour not only promote local establishments but give a hotel a unique vibe. By stocking rooms with an attractive array of snacks and drinks from local businesses, such as small sample wines from local vineyards, or biscuits from local bakeries, a property has the chance to highlight its uniqueness while delighting guests with free stuff – the rewards of loyalty abound.

Consider guest expectations Did you advertise complimentary, luxury, or otherwise special snacks as part of the booking? If so, your guests may have particular expectations of what will be available to them, so prioritise snack selections to meet or exceed them! Mini-bar fees are often a contested item on the bill, with a frequent game of ‘I never drank that little bottle of Scotch, or what nuts?’ at the front desk. Quality complimentary amenities, on the other hand, leave guests feeling they got a bargain when they booked their room.

The power of chocolate The turn down gift is a nice gesture, that helps you shine, engages with your guests, enhances your brand, and helps you spring to mind next time your guests are booking, and it did not start that long ago. As the story goes, sometime in the early 1950s, actor Cary Grant was staying at the luxurious Mayfair Hotel in downtown St. Louis. He was a frequent guest and booked the penthouse suite, and had a woman meeting him there. The woman arrived at the suite before Grant did and found that he had laid a trail of chocolates starting in the sitting room, into the bedroom, across the bed, and onto the pillow. The Mayfair’s manager heard about the chocolate gambit and liked the idea so much that he

creating bespoke chocolates for over 21 years and is the premium supplier of customised chocolates in Australia.

Your chocolates, your way. Imagine providing a turn down gift that is not just a delicious chocolate but is branded with your company identity.

made a chocolate on the pillow upon arrival one of the hotel’s many standard amenities.

Anyone can do a mint. The turn down gift has come a long way since then. Whilst a generic chocolate mint became the mainstay, now you can take your guests experience to a whole new level. Chocolate Works has been

Crafted with the finest Australian-made coverture chocolate, embossed with your logo or other design, and packaged in bespoke branded packaging.

More than just turndowns. Extend your branded chocolate offering by providing custom branded chocolates as a check in sweetener, in-room amenities, gift shop goods, the perfect coffee condiment, conference

handouts, and special event chocolates. The uses for bespoke chocolates are as unlimited as the creativity that goes into designing and creating them.

Brand recognition at its tastiest. Whatever purpose you put your bespoke chocolates to, every time a guest enjoys one, your brand recognition is enhanced, whether you are a local bed and breakfast or a global hotel group.

Never underestimate the power of chocolate. Whilst some turn-down or inroom amenities come and go as trends change, chocolate is always popular and welcomed by guests world-wide. As the old saying goes, 9 out of 10 people say they love chocolate, the other one lied.

Fully bespoke chocolate and packaging Quality Australian made coverture chocolate Turn downs, in room amenities, coffee condiments Australian company established in 1999 Premier supplier of customised chocolates Enhance your guest offering and brand recognition

03 9551 4596 info@chocolateworks.com.au www.chocolateworks.com.au

FOOD & BEVERAGE

AccomNews - Autumn 2022

Virtual or physical key? By Daryl Brett,

and feature rich initiatives. As electronic communications evolve, having the lock form part of the property backbone now allows the operator to manage more and more of their day to day from behind a keyboard.

Director of Sales, Vintech

As the world changes and contactless technology becomes the norm, every industry needs to adapt. From ordering a meal in a pub via a QR code to checking into a hotel and getting into your room via a Bluetooth app, your personal mobile device is becoming a critical part, if not a physical extension of your own body. Without it, navigating through the new world, post COVID, is becoming more and more difficult. COVID has created a technology learning curve for guests and operators alike and the previous roadblocks such as, ‘older guests are frightened of technology’ or ‘guest’s reluctance to new technologies’ are slowly being lifted. This means it is the perfect time for you and your property to fully embrace new and innovative technologies. However, the hospitality

Daryl Brett, Director of Sales, Vintech

industry continues to be slow to adapt to the new ways of working, as do the relevant phone manufacturers. As BLE (Bluetooth Low Energy) becomes the norm, now that Apple have opened their “wallet” function, NFC (Near Field Communication), may well be the next step in finding a convenient solution for guest and operator alike. Locking technology is often being held back by an accommodation property’s slow adoption of new ways of working, but now that the situation is being forced, the locking systems have been allowed to think ‘outside the box’ with many new

Energy Management Systems, Property Management Systems, Guest Experience Platforms, and in room technology platforms, are all now benefitting from the inbuilt technology and integrations available from the major global locking vendors. Has the guest checked in? Have they visited their room yet? Do they want a specific service? Are they comfortable in how the room is functioning? Is hotel staff assistance required? These are all questions that can be answered quickly and easily in a very targeted manor when the lock forms part of the hotel’s communication backbone and operation, and not just as a means to get into the room. Older locking technology offerings, remain complicated and expensive for the property to implement with additional hardware, software, and cabling

Image courtesy of Vintech

AccomNews - Autumn 2022

SAFETY & SECURITY

requirements. However newer more converged technologies allow the locking and room management systems to communicate wirelessly at room level and then again wirelessly over the property’s guest wifi infrastructure. Effectively allowing all of the above features with no infrastructure changes. These sorts of converged networks and functionality bring all the benefits with very few of the downsides. Property upgrades no longer require an electrician to spend months rewiring every room and new builds can effectively reduce costs from the start of the project. Technology can be confusing and sometimes even a little frightening, but a roadmap can be found if you find a locking systems team with the right experience, one that understands the industry, a team who can work with you and answer your questions. With the right guidance a technology roadmap for your property can be carefully walked and advice given as new paths and options appear.

Automated self-check in – do more with less and delight your guests Imagine if your hotel guests could checkin and check-out of your hotel themselves, without any assistance from your staff. Automated self-check-in means you could manage your hotel with fewer staff, integrate check-in/out with booking, property management and housekeeping, and above all, give your customers a level of service they’d remember and come back to. Self-service, automated hotels are gaining popularity with hotel operators in Australia - like Luke Tilse of the Young Street Hotel. The Young Street Hotel in Newcastle is a traditional Aussie pub and family-friendly restaurant with accommodation. Luke’s goal was to make managing the 14 rooms as streamlined, simple and hasslefree as possible. “I didn’t want a high maintenance hotel” he says, “I wanted to automate things, so that guests could go straight to their rooms, and staff didn’t need to manage checkin, check-out and handling keys. I needed to be able to manage from anywhere, without having to always be on site.” The answer for Luke was a solution that integrated electronic access control (EAC), a property management system (PMS) and room booking. The EAC is from SALTO, and uses keyless locks, activated by a PIN. The PMS is Cloudbeds, with Operto as the PIN generator, and bookings

AccomNews - Autumn 2022

Guests receive a confirmation email that contains their PIN, and they can simply go straight to their room when they arrive. The integrated booking and automated check-in at The Young Street Hotel has been a great success.

are managed by Cloudbeds through its integrations with Airbnb, Booking.com and Whatif.com. It’s the first SALTO/ Operto integration in Australia, adding to their successful joint implementations world-wide. A big plus of SALTO for Luke was that their electronic locks are wire-free, and could be installed in the 100-year old pub building without major upheaval and works.

“Our bar staff were spending spend 10 minutes per checkin, and our busiest time for accommodation - Friday and Saturday nights - was also the time when we are flat out on food and beverage. Now our guests check-in and access their rooms themselves, without any help from our staff.” The automated system means that the hotel can even take last minute bookings that come through whilst they’re

With the new integrated system in place, guests book online and Operto generates a PIN, which is sent to the SALTO lock. SAFETY & SECURITY

closed. Luke just gets a notification that someone has booked and checked in. Luke also uses the SALTO system to manage housekeeping. He can see which rooms need to be cleaned each day, and how much linen needs to be replaced. The next step is that cleaning team and linen providers will log into the system and check the details for themselves. Automated self-service hotels are a growing trend. Guests love the autonomy and ease, and operators get to do more with less. For Luke Tilse of The Young Street Hotel, automation achieved his goals of freeing up staff, streamlining his operation and delighting his guests.

To learn more about the SALTO solution for Hotels & Accommodation, contact our Hospitality Vertical Manager, Tim Kneebone at t.kneebone@saltosystems.com and 0426 789 938 – or visit our website.

Access control solutions for Hotels & Accommodation

Much more than a guest room lock.

Enhance your guest experience with SALTO, the global leader in hospitality access control. Our wire-free, smart keyless security gives you ultimate control and blends seamlessly with your hotel design and style. + GUEST EXPERIENCE: Keyless entry, mobile check-in and check-out enables guests to receive their room key online, anytime, anywhere. + STREAMLINED HOTEL OPERATIONS: Streamlined operations from back-of-house to front-desk with one easy-touse system. Reduced operational costs. + DESIGN & STYLE: Customize your electronic hotel door lock. High quality and superb design aesthetic throughout our electronic lock range. + SECURITY & SAFETY: Comprehensive 24/7 access control that covers your entire property. Full integration capacities with third party systems.

SALTO Systems Oceania Contact us today Tel.: +61 3 8683 9782 I Email: info.oceania@saltosystems.com I www.saltosystems.com.au

Image courtesy of ASSA ABLOY Global Solutions

Hyatt selects Vostio Access Management by ASSA ABLOY Global Solutions with room keys in Apple Wallet Advanced cloudbased system provides several Hyatt Hotels with instant security update capabilities alongside several options to implement digital key services. ASSA ABLOY Global Solutions has announced that Hyatt has selected the cloud-based Vostio Access Management platform with room key in Apple Wallet for Hyatt locations. The first stage of this Vostio Accesss Management rollout includes Andaz Maui, Hyatt Centric Key West, Hyatt House Chicago/West Loop-Fulton Market, Hyatt House Dallas/ Richardson, Hyatt Place Fremont/Silicon Valley and Hyatt Regency Long Beach. Vostio Access Management provides Hyatt hotel teams with next-generation capabilities in hotel security, operational efficiency and guest convenience thanks to its advanced softwareas-a-service design.

AccomNews - Autumn 2022

“At Hyatt, our purpose, ‘we care for people so they can be their best’, informs all business decisions. In listening to our hotel owners, we identified an opportunity to enhance operations across our portfolio through new technology platforms,” said Julia Vander Ploeg, Senior Vice President and Global Head of Digital & Technology, Hyatt.

Markus Boberg, Global President Hospitality, ASSA ABLOY Global Solutions

With Vostio Access Management, Hyatt properties enabled with the solution, benefit from a cloud-based security access solution that eliminates the time-consuming and resourceintensive need for on-site maintenance. This is achieved via the platform receiving regular software patches under the remote oversight of ASSA ABLOY’s expert team. The ability to receive instant and automatic software updates further supports Hyatt’s robust cyber security program by ensuring that systems are up to date.

“Vostio Access Management is one solution that simultaneously improves security and significantly reduces operational demands on hotel teams. We are excited to provide such advanced technology to these locations and look forward to making the solution available to more of our hotels as the rollout progress continues.” Markus Boberg, Global President Hospitality at ASSA ABLOY Global Solutions said: “New requirements and expectations in hotel security are surfacing at an ever-faster pace and with Vostio Access Management, we are proud to provide Hyatt hotels with a solution that doesn’t represent a costly investment each time technology evolves.

SAFETY & SECURITY

“Vostio Access Management doesn’t just incorporate the latest security features and functionalities; it also offers hotelier’s a crucial opportunity to continue upgrading their operations and services instantly and effortlessly, according to the latest market needs. We look forward to seeing Hyatt hotels experience all the unique advantages that our latest system can offer in creating a safer, more seamless and enjoyable hotel stay that today’s travellers seek out.” Developed as a scalable futureproof system, Vostio Access Management is equipped to seamlessly integrate with new property upgrades and is also compatible with existing VingCard door lock hardware. At several Hyatt locations, this also now includes supporting room key in Apple Wallet, which is compatible with Vostio Access Management. Using advanced data encryption technology Vostio Access Management ensures that digital key information is securely delivered to guest devices.

Reimagining Hotel Security

Mobile Access

Self-Service Kiosks

VingCard Locks

Elsafe Safes

Energy Management

Minibars

At ASSA ABLOY Global Solutions, we’re dedicated to re-imagining how people move through their world – and as the world leader in hotel security technology innovation for over 40 years, we secure millions of hotel rooms around the globe with our industry-leading brands, VingCard and Elsafe. With integrated software platforms, as well as advanced mobile access and location solutions, we help our customers enhance the hotel guest experience while maximizing security and improving operational efficiency.

Tel.: 1 300 796 233 assaabloygobalsolutions.com au.globalsolutions@assaabloy.com

The global leader in door opening solutions SAFETY & SECURITY

AccomNews - Autumn 2022

Lock-in the latest technology in 2022

By Grantlee Kieza, Industry Reporter

Metal keys and locks were the primary security system for most properties, just as the horse was the main mode of transport, and yelling was the main form of long-distance communication! But the technological revolution over the last two centuries has changed everything about the way we live, the way we travel and the way we protect ourselves. Accommodation room keys are now mostly pieces of plastic that are coded with remote control technology interfaced back to property management systems. When they are held near a door the front desk immediately knows that someone has entered the room. Our mobile phones can also be programmed to work as a hotel room key, and the use of contactless door locks has been accelerated by the technological changes demanded by COVID-19 social distancing rules.

AccomNews - Autumn 2022

Image courtesy of SALTO Systems

Tor Sørnes, a Norwegian inventor, patented the first electronic keycard lock in 1975. His breakthrough opened the door for a global market in electronically programmable locks, and a huge range of authentication methods soon became available. Although slow to take off, developments in contactless hotel lock technology have accelerated in recent times. While most hotel chains operate with familiar key card technology,

an increasing number are now embracing technology based upon the smartphones most of us carry with us 24/7. Jodi Brown, General Manager of the Eos by SkyCity in Adelaide, said keyless room entry through smartphones and in-room tablets were ways her property was leading the technological revolution. Eos is one of a number of properties that now give guests the opportunity to access

SAFETY & SECURITY

their hotel rooms directly through their mobile devices. The technology involves phone keys with the additional security of 128-bit encryption, a bank-level standard that’s essentially uncrackable. Michael Johnson, the CEO of Tourism Accommodation Australia, said contactless room locks were common in the hotel industry before COVID, but that the pandemic had further “expedited” their uptake.

“They make the operation of a property that much easier,” Mr Johnson said, “because the keys are interfaced back to property management systems.”

work for up to five hours when a phone loses battery power.”

He said that now in most hotels when a guest tapped on a door lock with an access key the front desk immediately knew that the guest had entered the room. “If the electronic key is lost or misplaced the front desk can re-program a new card,” Mr Johnson said. “With a metal key there was always the danger it could be used for break-ins. With the new technology, staff and security people know when guests are in rooms - or not.” Mr Johnson said contactless electronic locks were also a boon for cleaners servicing guestrooms. “Because of the technology they know not to knock when the guests are in the room so that the guests are not disturbed,” he said. “The lock technology has seen a great improvement in both security and service for hotels.’’ Electronic contactless locks are more expensive to install than metal key and lock systems, but they provide better security for guests. Once operational they are much cheaper to maintain. As an industry there has been a significant cost barrier to investing in contactless technology, but the COVID pandemic forced an uptake on all manner of contactless tools. The same kind of technology now common in hotel door locks is also used widely in apartments, Airbnb, and rental houses. Tim Kneebone, Vertical Manager Hospitality, SALTO Systems says that the post-COVID recovery of the hospitality industry is being led by lowering operating costs through smart technology solutions. “Smart electronic access control is one of these,” he said. “It plays an integral role in allowing guests access to their accommodation and communal facilities, while saving staff time, saving the cost of credentials through the mobile key, and creating a better overall experience for the guest.”

AccomNews - Autumn 2022

Tim Kneebone, Vertical Manager Hospitality, SALTO Systems

Talking about the use of locking technology post COVID he said: “Cloud-based mobile key technology allows you to manage the accommodation business from any location, covering check-in, check out, re-rooming and common facility access. In a full-featured system, there are even contact tracing reports available, so you can tell where the guest has been and when. With audit trails and flexible access management, operators have greater peace of mind.” And on latest trends, he said: “The industry is starting to capitalise on high-level integrations with various smart hospitality technologies that can provide a superior guest experience. Also, a wireless access control system that when integrated into (for instance) in-room temperature control, can provide significant energy savings and increase profit per available room (GOPPAR). Finally, Tim wants you to know that “investing in upgrading old door locks to wireless electronic access control not only provides your guests with an exceptional overall experience, but also directly improves revenue.” He explained: “Electronic Access Control does this by lowering operational costs through automation and integration, all while increasing security.” Michael Benikos, Managing Director, ASSA ABLOY Global Solutions Australia, told us that the advent of IOT has effectively changed the game and as Forbes Magazine said a few years ago “Anything that can be connected will be connected”. He said: “The door lock being a central part of a hotel is no exception and as such we have developed integrations with various systems using

Michael Benikos, Managing Director, ASSA ABLOY Global Solutions Australia

IOT solutions to connect the locks, centrally providing additional reporting and functionality. This also enables the locks to send events to guest room management systems for use in occupancy detection and welcome scenes when guests arrive.” On the impact of Smart Hub Integration, he explained: “The concept of ‘smart rooms’ where a ‘hub’ has devices such as door locks, air conditioning, televisions, lighting, and voice control connected to it, which activate devices in the room based on occupancy has been around for quite a few years, but IOT technology has made it much easier to deploy. “Sustainability is a global issue and with the race to net zero hotels can use these systems to reduce energy consumption while also helping the environment and saving them money.” Contactless technologies have been valuable to the sector throughout the pandemic. He said: “Since COVID mobile access assisted many hotels to keep guests safe by further limiting exposure to germs and reducing touchpoints, as the check in experience could be moved to the guest’s smartphone. “Mobile Access which uses BLE ((Bluetooth Low Energy) to provide guests with the ability to digitally check-in and access their rooms through their own personal devices, has been around since 2014. “During 2021 we partnered with Apple and Hyatt to expand mobile access to use NFC, which puts the room key in the Apple Wallet improving the customer experience even further. The wallet is easier for customers to use, even more secure and will

SAFETY & SECURITY

Michael advised, before changing your locking technology it’s crucial to do your research. Make sure the company supplying your locks has a plan for future development and can support the current hardware for 10 to 15 years while having the ability to add new features. He added: “Technology is changing rapidly so the lock hardware should be upgradeable to easily add new features. Owners do not want to spend money on new door locks every four to five years.” Mark Samuelson, Director Codelocks says the main change in door locking technology in the last few years has been the ability to integrate with the many online booking platforms and in house automation technology.

Mark Samuelson, Director Codelocks

He said: “This can allow guests to pre-book accommodation, check-in, enter the guest room and depart all online. With good integration you can then custom the room to the guests needs.” When asked what locks work best for different accommodations and their PMS, he said: “For many smaller regional hotels and motels that are going to be cost conscious the saying, ‘keep it simple’ will always be best. Something that can easily integrate with the online booking system, with a manual key override for insurance and minimal on-going fees or complex support. “For the larger hotels and motels, the options for integration with your other internal platforms is constantly evolving, however this does come at a cost not

He advised: “Look at your audience and this will help to establish what is right for you.” Despite the rise of contactless door locking technologies due to COVID, he does not believe the sector will ever see “truly contactless door locking”, given the need to push or turn something to enter the room. “However,” he said: “You can find technology that can be applied to the locks, a clear coating, that combats SARSCoV-2 coronavirus (COVID-19). It can reduce bacterial growth by up to 99.96 percent, which provides an additional measure of protection over sanitisation.” On the latest locking trends, he said: “In many cases the key has been replaced with codes and cards and now with the march of virtual keys, the technology behind it will allow you to have seamless integration to other internal systems.”

to be done at the lock itself, for instance cancelling cards, checking battery status, updating date and time, and so on. However, with Smart Hub in-room technology these operational functions and many others, can happen over the property wifi infrastructure, saving staff both time and effort.”

Finally, his message to accommodation managers considering replacement of their old locks is to, “do your homework.” He said: “Talk to peers in your industry, attend conferences, touch, and feel the locks. Think about the future, it is only time before your booking system goes online, so try and ensure your door locks can integrate with this down the track. When looking at Smart locks ensure you understand all the costs to maintain and support them, finally, make sure you purchase from someone that has local representation in Australia for any support.” Daryl Brett, Director of Sales, Vintech, says progress has been made in recent years, to the aesthetics of door locking systems, with a smaller, neater appearance on the door, but the actual lock technology remains relatively unchanged. He said: “Mobile keys (using your mobile device to open the

Daryl Brett, Director of Sales, Vintech

door) has been around for over five years, but the reluctance of many hotel operators to adopt the keyless approach has slowed the uptake of the technology.” He suggests concerns around a “loss of staff-to-guest face time and a perceived aging demographic of guests with a reluctance to new technology, slowed the technology roll out”. On the impact of Smart Hub Integration, he said: “Hospitality locks by their nature are offline and so any operational maintenance historically had

Finally on the post COVID era he said: “There is a perception that contactless technology needs to evolve further to support health requirements caused by COVID 19. But remember, there is one single step that is a characteristic of all hospitality locking vendors, and that is the door handle! It needs to be touched to open the door and changing the carrier method i.e., the access token, card, fob, or phone, does not get away from the fact that the handle still needs to be touched. As such any property looking to change their locks should be done more with lock integrations in mind, rather than specifically COVID safe solutions.”

only to implement and train but to service and support.”

SAFETY & SECURITY

AccomNews - Autumn 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 - Autumn 2022

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

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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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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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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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Save time... Do it Online Hotel Products Direct Hotel Products Direct is the Industry leader in online sales and supplies to the Accommodation Industry

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

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AccomNews - Autumn 2022