AccomNews - Winter 2022

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The essential industry guide

Issue 80 | Winter 2022 | AUD $16.50 incl GST | accomnews.com.au

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Inside our winter issue

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

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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: Three pints, a wedding, and a restart............................................. 05

Industry_____________________________________________ AHA Voice: Common sense on visa processing..................................................... 06

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TAA Voice: Weathering the storm.................................................................................. 07 ATEC Voice: New government, new agenda, new industry................................. 08 QTIC Voice: Queensland tourism industry update..................................................10 AA Voice: Industry welcomes investment in jobs....................................................10 CIAA Voice: Caravan and Camping State of Industry Report 2022.................. 12 Accessible Accommodation Voice: Accessible tourism – The right thing to do & a good business opportunity.........................................13

Management________________________________________ Interview: Sarah Derry – Embrace opportunities: Just jump in!.........................14

Profiles______________________________________________ Mercure Melbourne Doncaster: Authentic sustainability & local experiences exceed guest expectations.....................................................................16

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The Langham, Gold Coast: New Gold Coast hotel is Langham’s polished crown............................................................................................22 QT Newcastle: Set to wow with a unique Novocastrian experience.............. 26 Budget Motels: Supporting regional Australia......................................................... 28

Marketing___________________________________________ Embrace online reviews & improve bookings........................................................... 30 What is the power of guest data?...................................................................................32 How is accommodation management changing?..................................................37

Refurbishment_______________________________________ How to make the best of your balcony........................................................................ 39

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How to elevate your space with curated wall coverings...................................... 42

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 Sarah Davison and Grantlee Kieza 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 Brett Fraser, Cass Champion, Judy Senn, Kerry Williams, Michael Johnson, Nicola Graham, Peter Shelley, Stephen Ferguson, Stuart Lamont and Sylvia Johnston.

Facilities to keep the whole family entertained....................................................... 44 The importance of modernising and maintaining facilities................................ 48

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

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AccomNews - Winter 2022

Buyers guide for guestroom toasters & kettles....................................................... 54 QT Perth: Housekeeping team’s exceptional ‘go-get-em’ attitude recognised...................................................................................... 56 2022 is it the perfect time to outsource?................................................................... 60

Safety & Security_____________________________________ COVID-19 sees guests searching for alternative check-in options................. 62 Unlocking success with Michael Benikos................................................................. 64

Technology__________________________________________ The importance of increasing digitization................................................................. 65

KEY Commercially funded supplier profile or supplier case study

What’s Hot.......................................................... 52 Housekeeping_______________________________________

Guest wifi expectations and how to exceed..............................................................67

62

Energy & Resources__________________________________ Keeping air cool and clean is a breeze........................................................................ 68

Preferred Supplier Directory................................. 70

FRONT DESK

Welcome to the Winter edition of AccomNews.

2022 is zipping by but this part of the year has always been my favourite, whichever hemisphere I’ve found myself in… I love Queensland’s cooler months and am uplifted by childhood memories of bright summer evenings back in the UK. Without a tropical beach for miles, when I lived and worked in Peaky Blinders country, I looked forward to August sunshine: a beer garden, two pints and a packet of crisps!

But back to 2022…

For work and words, I’ve seen a distinct ‘R’ theme lately: ‘Reconnect’, ‘Restart’, and ‘Rebuild’. All well-used at industry events and in sector reports, they are a welcome reprieve after hearing so much of the ‘C’ word over the last two years, these ‘R’ words are, well…

Sydney and Expedia’s EXPLORE 22 events in Las Vegas. Just last month, the first two 80 TWENTY Hotel Conferences, kicked off in both the Gold Coast and Brisbane, where we enjoyed some inspiring ‘Rebuild’ stories, including an impressive keynote speech from Amy Dash, the custodian of The Lady Elliot Island Eco Resort, find out more in the Spring edition of AccomNews.

Mandy Clarke, Editor editor@accomnews.com.au

Reconnecting

‘Refreshing’ This quarter, our industry began to really ‘Reconnect’, with the return of face-to-face events.

Already this year, I’ve enjoyed the 30th anniversary celebrations of both the Caravan Industry of Australia (CIAA) and Australian Resident Accommodation Managers Association (ARAMA) and attended The Maximum Occupancy Conference 2022 in

I am looking forward to the Hotel Investment Conference Asia Pacific, HICAP ANZ from August 31 to September 2, and the No Vacancy Hotel & Accommodation Industry Expo from September 7 to September 8, both in Sydney. Again I will be heading to Sydney for the 80 TWENTY Hotel Conference on August 11, and to Melbourne on Oct 13. Remember to register online and come say hello! For now, I am about to fly back to my

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hometown in the UK, where I will reconnect with loved ones and, of course, head to the pub for a pint or three in the beer garden.

EDITOR’S NOTE

Three pints, a wedding, and a restart Restarting An accommodation sector ‘Restart’ is very evident from the number of beautiful new properties being introduced across Australia. Find out about three of those exciting new offerings, on pages 16, 22, and 26.

Getting back to this special issue, I’m thrilled to introduce our newest columnist, Kerry Williams from Accessible Accommodation, who can help you improve and enhance the experiences of your guests with disabilities.

Finally, on page 14, don’t miss our interview with Accor Pacific CEO Sarah Derry who asks you to ‘just jump in’, and enjoy this issue of AccomNews!

Cheers, Mandy.

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AccomNews - Winter 2022

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AHA VOICE

Common sense on visa processing It will come as no surprise to anyone even remotely involved in the accommodation and tourism sectors that our major issue right now is the chronic staff shortage facing our sector, from the Pacific to the Indian Ocean hotels are crying out for more staff.

Over the Christmas and New Year period alone 100,000 positions were vacant nation-wide Stephen Ferguson CEO, Australian Hotels Association

The figures are stark •

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16,400 unresolved applications, with processing timelines blowing out to more than 19 months for half of all potential migrants seeking to come to Australia.

At the time of writing there are 8000 cook positions alone advertised on Seek (it won’t come as a shock to you there simply are not enough Australians available to fill these positions) and there won’t be for some time.

16,467 applications were on hand for the key 887 skilled regional visa stream in March this year, including 300 applications which had been with officials for more than a year.

We were suffering pre-COVID to train and retain staff. Now we are struggling to bring skilled workers back to our shores, which, coupled with the on-going lack of backpackers and “Working Holiday Makers” is creating a hospitality employment crisis.

The median short-term temporary skilled visa currently takes 83 days to finalise, up from 53 days in March.

One-quarter of applications are taking at least one year to process, while the slowest 10 percent of temporary skilled visas are taking 15 months to process.

In a recent survey by the Australian Hotels Association 73 percent of respondents (almost three in four) are suffering financially because of the skills shortage.

Over the Christmas and New Year period alone 100,000 positions were vacant nation-wide.

Six months later venues are still forced to close on certain days and reduce hours to give hard-working staff a break. Hotel rooms are capped. Staff are exhausted. Customers are fed-up.

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AccomNews - Winter 2022

The AHA and our sister organisation, Tourism Accommodation Australia, has managed to score some wins on this front in an extremely difficult environment.

In the dying days of the Morrison Government, myself with AHA NSW CEO John Whelan and TAA CEO Michael Johnson nutted out a new five-year labour agreement for the hotel and accommodation sectors.

While it isn’t a perfect solution by any means, it is a step forward and gives skilled workers in key occupations like cooks and chefs, a pathway to permanent residency which they didn’t have before.

and restaurant manager, hotel or motel manager, hotel service manager, accommodation, and hospitality manager, cook, chef and pastry cook.

To put it simply, it follows years of hard work and will make Australian hotels like yours much more attractive in gaining and retaining staff.

And I should add, membership of the AHA, TAA or the Accommodation Association is given favourable weighting by the Department of Home Affairs.

But, while this helps, AHA and TAA have also hit the ground running with the new Albanese Government, I would like to take this opportunity to congratulate the new Prime Minister and his team on their election and look forward to working closely with them over the next three years.

We have already raised the important issue of visa processing times with ministers in the new government. I will have more to say on that at a later stage once they have had time to get their feet under their desks.

It puts us on a level playing field for the first time with countries like Canada and New Zealand, which are competing with us to attract skilled workers.

The visa processing system has been dire for some time especially in the 482 and 489 categories, with wait times of up to 10 months for needed workers such as chefs! Another problem which has been inherited by the new government.

Occupations included under the new agreement include café

The situation is obviously critical and more needs to be

INDUSTRY

done urgently on this front, especially if the tourism and accommodation sectors are expected to help lift the economy back to pre-pandemic levels by providing world class service to domestic tourists (and the growing number of international tourists).

Of course, we all want to employ Australian workers first, but it’s glaringly obvious there is no local pool of workers ready and able to fill these tens of thousands of positions. There hasn’t been for some time.

I would like to thank the Federal Government ($10M) and Victorian Government ($5.6M) for their commitment to offer hospitality workers training and skills. These programs will be delivered by the Accommodation Association, and it is a huge credit to them that governments are recognising their efforts and capabilities in training our workers of the future.

AHA and TAA (and the soon to be merged Accommodation Australia) will be pressing hard for accelerated visa processing times in coming months. It is the swiftest way to improve the chronic skills shortage crippling our sector. It’s the common-sense solution.

Rest assured we will be doing all we can on this front, working constructively with a new government (and all sides of politics) to provide practical solutions.

If the trials and tribulations of the last few years have taught us anything, it’s that our industry is resilient.

Through fire, flood and plague, accommodation hotels have endured, adjusted, and continued to do their best to support staff and guests, no matter the challenges.

As I write this our members are being tested yet again.

The eastern seaboard has just been battered by another East Coast Low and many members have again endured terrible flooding.

Members in NSW in particular have suffered with major flooding in the Hunter, the MidNorth coast, the Shoalhaven and south-western Sydney.

The weather event struck right in the busy school holiday period and our hearts go out to these members.

TAA will be working with those affected to help them get the support they need.

Despite the flood damage in coastal parts of the south-east, from a national perspective, things are looking very positive for our industry. If you take a step back and reflect on where we were as an industry at this time last year, the news is overwhelmingly good.

The borders are open. Our hotels are restriction free. Demand is high and confidence is returning.

All our gateway cities are experiencing resurgent occupancy figures and regional areas not effected by the recent flooding have seen a school holiday surge in bookings.

Brisbane is currently trading at approximately 72 percent occupancy, and the school holidays are proving profitable for the Gold Coast, Sunshine Coast and Perth.

TAA VOICE

Weathering the storm Demand is high and confidence is returning

Michael Johnson CEO, Tourism Accommodation Australia

reduced number of tourists and office workers in our cities.

The biggest improvements have been in our major markets of Sydney and Melbourne, boosted significantly by the return of big events like the Formula One Grand Prix and the Vivid Festival of Lights.

Data for the last week of May showed revenue per available room in Sydney was up 65.5 percent against the same week in May last year.

Occupancy peaked at 82.8 percent on 28 May 2022.

April 2022 figures released by STR show Melbourne’s hotel industry recorded its highest monthly room rates on record during the Australian Grand Prix.

It is sad many hotels must cap room numbers at these busy times due to the chronic staffing issues faced by all, however, the trickle-down effects of these events are clear.

And the news was just as good in Sydney during Vivid.

The lights extravaganza saw hotel bookings jump to above 80 percent for the first time since the pandemic began.

For example, more than 2.1 million Vivid visitors enjoyed a sit-down or take-away meal at the festival, with people dining in restaurants up 24 percent on 2019.

This is a far cry from last year when entire floors of hotels were closed (indeed some accommodation hotels were actually shut) due to the lack of visitors Vivid Sydney 2022 smashed attendance records, with more than 2.58 million visitors flocking into the city from across regional NSW and interstate.

The festival celebrated its largest-ever opening night, with more than 140,000 attendees, plus the biggest opening weekend in the event’s history, with 440,000 attendees.

Large events like Vivid bring foot traffic and much needed revenue into city hotels which have suffered badly during the last two years and are still struggling to cope with staff shortages and the much-

Destination NSW and the State Government should be congratulated for staging an event which gave our sector such a boost in the quiet winter months.

It is a great example other states and territories should be paying close attention to.

Out of the cities, regional NSW, Victoria, and the ACT saw a surge in bookings from the first day of the school holidays.

A stark contrast to the winter break last year when COVID restrictions were rigid, and all the borders were closed.

Bookings in places like Albury/ Wodonga, on the Victoria and NSW border were up 75 percent on last year and similar figures were recorded in areas

INDUSTRY

like Goulburn and Orange in NSW, the border regions of the ACT and in popular Victorian holiday areas like the Mornington Peninsula.

The biggest issue for all our hotels continues to be staffing.

Many hotels struggled to keep up with demand in the holiday period and had to limit services because of a lack of skilled staff and the continued problem of staff being off sick with COVID or the latest strain of influenza.

TAA recently held a seminar with immigration experts to inform members how to make the most out of the recently negotiated temporary labour agreement.

The new labour agreement means a list of key occupations, including restaurant manager, hotel or motel manager, hotel service manager, accommodation and hospitality manager, cook, chef and pastry cook, will now have a pathway to permanent residency.

A pathway to permanent residency is a huge drawcard.

Countries like New Zealand and Canada have had this in place for a while and this agreement will make Australian hotels much more competitive in attracting key staff.

It is not a silver bullet that will solve all our labour shortcomings, but it is a very good step forward, and it has been encouraging to see so many of our hotels starting the process.

AccomNews - Winter 2022

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ATEC VOICE

New government, new agenda, new industry A lot has changed for the tourism industry over the past two years.

We have gone from the heights of more than 8 million international visitors back in 2019, to now slowly clawing back our market share.

as some of our previously fastgrowing markets have dried up and new markets reveal themselves.

Our industry has been put on hold with many businesses unable to survive and as we begin to re-emerge the world is looking very different, with different challenges, restrictions, and expectations. It is therefore important that we are ready to take on this challenge as a new industry, with new offerings, new ways of operating and new ideas.

It's doubtful that we will be the same industry that we were back

Peter Shelley Managing Director, Australian Tourism Export Council

in 2019, but this forced ‘ground zero’ restart gives us some clear opportunities. Businesses have had the time to reassess and refocus and launch afresh with a contemporary product offering.

As an industry we’ve been forced to reconsider what we want to achieve for our business, our community and our economy

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As my team and I meet with ATEC member businesses around the country, there is a definite feeling of optimism for the future of the industry and our collective ability in partnership with the industry’s demand driving agencies, to return brand Australia to the top of the pile of favoured international destinations. But while the enthusiasm to succeed is there, we have a genuine risk of creating a highly desirable destination which struggles to deliver on its promise.

To succeed we need to rid ourselves of unnecessary barriers, the things that are working against us in achieving our stride and delivering on the promise. Many of these are things that as an industry we must solve, some are uncontrollable global pressures while others are in the hands of our Federal Government.

Along with the rest of the economy, the tourism industry is facing severe staff shortages which, for an industry based on service, is a dire problem. We’ve all heard of the problems in the airport and passport systems, and these extend to the speed and efficiency with which our prospective visitors are able to get their required visas.

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First, we need to reskill ourselves and rebuild the bedrock of the industry, our staff who deliver quality experiences. Given the skills shortage is much bigger than the tourism industry, we need solid, economy wide leadership focused on finding ways to attract additional staff and we welcome the Albanese Government’s plans for a jobs summit in coming months.

Secondly, we need to remove the bureaucratic barriers which make us less desirable. Things like our slow visa approval system which has seen some of our

INDUSTRY

in-market trade partners remove Australia from their holiday destination offering. Once again this requires the powers of our new Government to act now in support of our industry.

Thirdly, after more than two years without revenue, businesses need support to get back out there in the marketplace and show their product to the world.

More specifically, we need the Albanese government to give tourism exporters a fresh start with the Export Market Development Grant (EMDG), this would be a true investment in the future, and an investment with a proven record of success.

Finally, our businesses need to recalibrate their sales focus, and this means reviewing who they market to and where the new opportunities lie, what they sell, how they service their various markets and what those markets expect. This one is for our industry which must invest in building their own capacity and adaptability to the new world of export tourism, to actively diversify and reduce dependency on any one market.

As the industry moves forward, ATEC has worked hard to develop tools to support the industry restart including undertaking an extensive review and rewrite of our ‘Tourism Trade Toolkit’.

For a long time, this has been a valuable resource for those tourism businesses looking to enter the export market. This resource adds to our series of ‘Market Host’ programs which take businesses on a deep dive into different markets, their needs and expectations, and we will this year be celebrating 50 years of our industry coming together under the ATEC banner when we host our first postCOVID business to business Meeting Place event in Cairns.

We are proud to be celebrating 50 years servicing this industry, one that is built on great people, great products, and a dedication to excellence. The future may be very different, but together, our industry is there to meet the challenge.

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QTIC VOICE

Queensland tourism industry update As we enjoy the winter period and reflect on the past few months, I am emboldened by the various signs that hint at our tourism sector’s recovery. Most notably, June saw the release of new figures from Tourism Research Australia, which show that, in the year to March, our states and territories experienced a marked pick up in visitor numbers and spending.

While the numbers unsurprisingly show that tourism has not yet fully recovered, they also highlight that our industry is achieving visitor numbers that are nearing parity with 2019.

With some destinations, such as the Whitsundays and Far North Queensland breaking all-time visitor records. Coming after a year in which our industry essentially ground to a halt, this is exceptional news and testament to how far our tourism sector has come.

We owe much of our recovery to the Australian holidaymakers and day-trippers who rediscovered the wonders of their own backyard.

Tamborine Mountain, Airlie Beach, and Winton were all crowned this year’s top tourist towns and sustainably develop new nature tourism opportunities.

Brett Fraser Chief Executive, Queensland Tourism Industry Council

But most importantly, this success would not have been possible without the fortitude and drive of our operators, who have proven that our nation excels in delivering exceptional visitor experiences.

Our sector was guided by numbers these past months, with the federal and Queensland state budgets handed down.

Both Labor party budgets signalled a strong commitment to sustainable tourism and the recovery of our visitor economy.

We welcomed a much-needed $262.5 million commitment from the Queensland Government for Protected Areas. An investment that will see industry partnering with First Nations peoples to deliver better care for country

The state budget also coincided with the release of a long-awaited Towards 2032 – Action Plan for Tourism Recovery. Authored by an independent panel, the report sets out 75 key recommendations to government to facilitate our industry’s recovery and establish Queensland as a world-leading visitor economy by 2032.

The report covers a wide range of topics and industry-related concerns. From fast-tracking market diversification and protecting natural assets, to reimagining our costal experiences and developing more accessible infrastructure. We welcome the spirit of the report and the government’s allocation of $66.4 million within the state budget to see the fulfillment of some of the action plan’s recommendations.

This past month, our industry also applauded the announcement

of Queensland’s best holiday destinations for 2022 at the QTIC Queensland Top Tourism Town Awards. I’m pleased to share that the much-deserving Tamborine Mountain, Airlie Beach, and Winton were all crowned this year’s top tourist towns.

I attended the Awards ceremony for the first time and was heartened to see the dedication of our state’s regional gems.

Their commitment to growing tourism within their respective regions is worthy of celebration.

As we begin to see the green shoots of our industry’s recovery, I’m bolstered by the commitment of our operators, our regions and of government bodies in working together to see that Queensland becomes a world-leading visitor destination. There is much to be done, but I am certain that we will be able to take the lessons of the past and move forward with renewed determination.

AA VOICE

Industry welcomes investment in jobs

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With job vacancies at record highs and the unemployment rate at close to 50-year-lows, the challenge of getting people into our sector, and keeping them there has never been greater.

We’re pleased to be continuing to develop some really important initiatives to help change this.

We’ve just announced that we have secured a very welcome investment of over $5.6 million from the Victorian State Government to support training for up to 400 priority cohort jobseekers as part of a new Accommodation Association Victorian Jobs program. This AccomNews - Winter 2022

Cass Champion

COO, Accommodation Australia

important investment which Victorian, Minister for Industry Support Ben Carroll announced at Voco Melbourne Central, will place up to 400 candidates within regional and metropolitan member properties.

The Accommodation Association Victorian Jobs program fills a unique need in the market as it will be accessible to all priority cohort job seekers across Victoria. Once fully trained, candidates will be placed within member properties to address their critical staffing needs, while candidates will also benefit from the inclusive and engaging work environments and opportunities for personal growth that only careers in accommodation can provide.

within our parcel of employment programs which are uniquely designed to close the gap between demand and supply for skilled staff in our industry.

It's a very important evolution of our existing and extensive national employment pathway solutions for industry. It recognises the value of the tailored training that exists

We will look forward to working together with our valued members on even more industry led employment solutions to meet our recruitment needs across the country.

INDUSTRY

We are rightly proud of these initiatives which meet the needs of both jobseekers and our members. By matching the right people to the right member property jobs and nurturing the candidates into long term careers, it’s a win-win for all involved.

CIAA VOICE

Caravan and Camping State of Industry Report 2022 In 2021, the caravan and camping industry achieved record highs across all areas, contributing a staggering $23.8 billion to the Australian economy.

While the caravan and camping industry was fortunate to weather the economic fallout of the COVID pandemic better than many, some downturn still occurred. However, the sector experienced a strong rebound in response to the nation’s pent-up desire for travel, even despite the challenging and uncertain operating conditions.

The most recent Caravan and Camping State of Industry Report reveals that the caravan and camping visitor economy generated 12.6 million trips (over 19 percent), 50.6 million visitor nights (over 23 percent) and $7.4 billion (over 29 percent) in visitor expenditure for 2021.

Compare this to the growing but constrained growth of the overall domestic visitor economy, which only grew by 13 percent in trips and 17 percent in nights. In fact, the caravan and camping sector took the number one spot in 2021, supplying more holiday nights than any other accommodation type nationwide. Showing that Australians don't stop travelling, they just change how they travel.

Caravan park occupancy levels also hit the ball out of the park, exceeding pre-pandemic levels across all site types. national occupancy for cabins increased by eight percentage points to 52 percent compared to the previous year. Powered sites occupancy was recorded at 44 percent, nine percentage points higher than in 2020.

With record occupancy levels, comes revenue growth. $2.2 billion in revenue was generated by caravan parks in 2021, an impressive increase of 30 percent, equating to an extra $522 million compared to 2020.

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AccomNews - Winter 2022

Stuart Lamont CEO, Caravan Industry Association of Australia

The family market remained the largest lifestyle segment, taking 4.5 million trips (over 23 percent) and generating 16.4 million nights (over 25 percent), beating the ‘Older Non-Working’ segment in nights generated for a second year running. Shorter trips continued to dominate in 2021, with trips two to three nights long accounting for 43 percent of all trips. We did however see a strong rebound in growth in the ‘Older Non-Working’ segment, (22 percent increase in trips and a 24 percent increase in nights), indicating that some confidence towards long-haul travel has started to return.

Turning to manufacturing, recreational vehicle manufacturing broke a fourdecade-long manufacturing record, reaching 23,931 units in 2021, an astonishing 42 percent increase from 2020 and even a 12 percent increase compared to pre-pandemic conditions in 2019.

This has been the largest volume of RV production seen since 1979 when the impact of cyclone Tracy increased demand for portable housing. Add to this a startling 79 percent increase in the supply of imported caravans and the result is over 42,000 recreational vehicles entering the market for the year.

Recreational vehicle registrations also grew, seeing an increase of 4.2 percent overall and 4 percent in new caravan registrations.

As of January 31, 2021, recreational vehicle registrations in Australia totalled 772,598.

Australians don't stop travelling, they just change how they travel The resilience of the industry in times of crisis is underscored by the fact that these record heights were achieved against a backdrop of COVID-19 travel restrictions, state border closures, business lockdowns, international supply disruptions, and a diminished labour force.

This further emphasises the importance of the sector in how it can, and has, supported the Australian economy when other sectors falter.

It is not surprising that caravan and camping has recorded these strong numbers with Australians still looking for safe, affordable, and memorable holiday experiences that will

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satisfy their holiday needs, especially in the absence of international travel. The caravan and camping industry remains uniquely positioned in being able to offer product, services and experiences that can adapt to differing economic conditions and cater to varying tastes and budgets. Thus, despite global uncertainties and rising inflation having impact on consumer confidence we continue to remain very optimistic about the future of the industry and the contribution that it makes to the health and wellbeing of Australians in the economies of many regional and rural communities around the country.

The right thing to do & a good business opportunity With the massive industry disruption of the last two years, you may have had time to reflect on doing tourism differently.

That includes learning about new and emerging markets.

One such consideration should be catering to people with disabilities. Especially if you are opening new accommodation, you are required to (with mandatory building regulations for new accommodation to have designated accessible rooms).

Either way, accessible tourism is an industry sector worthy of your attention. Remember when your attention was focused on how to best cater to the booming Chinese travel sector?

But did you know that the total accessible tourism sector demographic is equal to the total China tourism demographic?

Now consider that 19 percent of our Australian population are people with disabilities.

So, whether your focus is on inbound or domestic tourism, embracing this booming tourism sector will help your bottom line.

Over 25 percent of Australians are over 65. Those ‘Baby Boomers’ are cashed up too, holding over 50 percent of our nation’s wealth. And while retirees may not consider themselves ‘disabled’, a hotel that is step free and offers a shower with a seat could certainly be attractive to them.

As we age, a bung knee, a dodgy hip or a weak ankle can make or break a good holiday.

Australia is fortunate to be a global leader in addressing disability funding, with the National Disability Insurance scheme (NDIS). You may frown and ask, “yeah but how is that relevant to tourism?”

Accessible Accommodation is a NDIS registered provider and can manage the bookings for you.

Kerry Williams Founder, Accessible Accommodation

But it certainly is and for two reasons.

The first, is that a participant of NDIS can have up to 28 days of respite funded per year. And it covers a support worker’s accommodation as well. Prior to the introduction of NDIS this Short-Term Accommodation (STA) took place in group living facilities.

Now, NDIS participants can book respite at a hotel, resort, serviced apartment, or motel.

Disability doesn’t discriminate.

It could happen to anyone, anytime, anywhere, whether it’s due to an accident or illness, that person will need to have their home modified at some stage, with ramp access and an accessible bathroom being the most common requirements.

Before COVID, three months was the normal time frame to book accessible accommodation to facilitate a guest’s home renovation but with the current shortage of tradies and materials this has ballooned from six to eight months.

Finally, it's worth taking note that 38 percent of Accessible Accommodation’s travel bookings are for multiple rooms.

After all, a guest isn’t going to be too keen on having their support worker sleep in the same room as them.

So, your adjacent (nonaccessible room) has a good chance of being booked as well.

ACCESSIBLE ACCOMMODATION VOICE

Accessible tourism:

Embracing people with disabilities, whether it’s a tourist or a person in need of accommodation is not only the right thing to do. It makes financial sense. And it’s easier than you may think.

REI THE TRUSTED CLOUD PMS FOR MANAGEMENT RIGHTS

Yes, they can book your accommodation!

The second reason NDIS is relevant to tourism operators, is the desperate shortage of supply of Specialise Disability Accommodation (SDA or what we know as a permanent rental). Catching up on the housing shortage will take at least five years. So where do more than 28,000 people with disability stay while they wait?

What is a medium-term solution?

The answer is self-contained short stay accommodation.

700 Apartments across 5 Resorts on the Gold Coast

“REI Cloud helps run my business better!”

The Quest Apartment Hotels brand recognised this during COVID. In fact, an Accessible Accommodations user has been staying as a guest in a Melbourne apartment for the last 18 months.

As an accommodation provider you don’t have to be an expert on NDIS to help meet this demand.

INDUSTRY

Adam Lill Operations Manager Coast Breakz Resort Group

www.reicloud.com.au/WatchVideo

www.reicloud.com.au AccomNews - Winter 2022

13

INTERVIEW: SARAH DERRY

Embrace

opportunities: Just jump in!

Sarah Derry, CEO Accor

By Mandy Clarke, Editor

Sarah, thank you for taking time out of your busy schedule to talk to me and congratulations on your new role as Accor Pacific CEO, which I understand commenced in February. What kind of year is 2022 shaping up to be for the sector?

It is an exciting time for the tourism industry and what I am most pleased to see are signs of recovery, as people return for events and vacations.

Corporate business is making a comeback with increasing numbers of conferences, meetings, and events. It is great to see our teams grow and get back to doing what they do best, which is working as a team and taking care of our guests.

Above all, it has been incredible to get back out into our hotels, to visit our teams, and meet with our owners and community partners.

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AccomNews - Winter 2022

Accor has a lot of Queensland development plans, what are you most excited about?

Tell us about your first foray into hospitality, what attracted you to the industry?

There are a lot of great hotel brands and investment coming into Queensland, from Mövenpick Brisbane to Mondrian Gold Coast. Queensland will see a lot of key Accor hotel brands entering the state.

You moved to Queensland as a child, do you still consider Queensland home?

I spent many fantastic years growing up in Queensland and I consider it my first home.

I travel back to Townsville at least once a year to see friends and family and to holiday there.

I was born in Sydney and my daughters were born here, so I feel like I have two homes, one in Queensland and one in Sydney.

My best childhood memories are always being in the water and enjoying the outdoors.

I would say that hospitality chose me, the reason I say that is when I left Queensland and arrived in Sydney, I was offered my first full-time job working in a hotel in food and beverage operations and I loved it.

In hospitality I have had so many great opportunities that I decided to stay in the industry, eventually I decided that I wanted to focus on people and the difference they can make in business.

Now with over 30 years’ experience in the sector what still excites you?

Hospitality is such an exciting industry because it is constantly evolving and there's always something new and innovative happening.

From new brands to new expectations from our customers, to engaging our team members, the landscape is ever changing.

MANAGEMENT

What are the biggest changes you’ve seen due to COVID? One of the biggest changes that has been created by the pandemic is the change to ways of working for our teams.

How we approached this has been probably one of the most exhilarating employment developments of the last decade and has also spurred us forward.

Working closely with our teams we developed Work Your Way, an agile and creative solution to increased flexibility, ways of working, personalised benefits, and new ways of hiring.

I am also excited by the rise in lifestyle brands and the reimagination of food and beverage offerings in hotels.

What has been the biggest challenge you’ve faced in your career?

I think the biggest challenge for many people in our industry has been navigating around the issues created by the pandemic.

Who inspires you?

I was kept motivated by our people, knowing that we needed to do anything we could to support them.

The tourism and accommodation industry in New Zealand is still struggling.

We predicted a slower recovery for New Zealand compared to Australia, because of the capacity of airlines and the international travel restrictions, as New Zealand is more reliant on international visitors than Australia.

The last quarter is looking promising for New Zealand, and we are expecting a strong ski season there. We believe New Zealand will bounce back all around the world when borders open and people immediately make travel plans, New Zealand has long been one of the most desirable places to visit in the world. So we recently announced two new Mövenpick’s in New Zealand, and we are investing in strong marketing campaigns, and we are in investing in ALL- All Live Limitless, our lifestyle loyalty program, which offers incredible experiences for our loyalty guests.

Do you have a message for our readers in New Zealand?

Yes. We are incredibly proud of our teams for the work they did in supporting the government and protecting communities through the MIQ program. Thank you to everyone who worked so hard during this difficult time.

Thank you to our loyal customers that continued to support Accor and their local community over the last two years.

Since 2017, you have led talent and culture strategies at Accor, successfully integrating HEARTIST values into operations. What was your main strategy that you are most proud of?

I have some incredibly inspiring role models in my family, particularly my mother and grandmother. I recently read Ursula Burns autobiography, who’s the previous CEO at Xerox.

What an incredible role model!

I was inspired by her story.

It’s the small things that people do well, not the big gestures

What has been the best advice you have been given? main strategy was to understand the existing culture, and then we built HEARTIST around that. It was essentially about understanding what was great about the core and why were people so proud of it, and then being able to articulate that.

For Accor, investment in the growth of our network is key so that our customers have access to a great choice of properties.

We must invest in sustainability for our customers, partners and teams. It’s the right thing to do.

That's how HEARTIST was born. Put simply, we believe that it's absolutely fine for you to be who you are and be your real authentic true self.

I want to put the right technology in place to support our guests and teams. If we have the right technology, our teams will be freed up to spend more time taking care of customers.

And that's what makes Accor’s culture so special.

What is most important to you in your work?

It’s clear you are very much a people person and a great communicator, how can you stay so grounded now that you are a busy CEO with so many responsibilities, plus travel?

The most important thing really is developing people. And it's about finding the potential of an individual or a team or an organisation and making sure they reach their potential.

First of all, our business is about people, whether it's our customers, our team, our community or our partners.

So that has to be at the centre of what we do, and it is my number one priority. I want every meeting, every interaction for the person to know I'm 100 percent there in that moment and that's how I approach everything I do.

It is also important to create time in the week to reflect and strategise, I prioritise what is important and concentrate on keeping things simple, clear, and focused on what is going to make the biggest impact.

I believe there has always been a very strong culture and powerful set of values that are at the core of Accor.

What are the most important things to get right?

Once you understand the purpose and philosophy of a culture (I call it mining for the DNA of the company) you understand the culture and what drives people. And so, the

Continuing to look after our people and the challenges facing the skills shortage is essential, I am concerned with making sure we have good strategies around that.

You are looked up to as a role model by many women in our industry, how do you feel about that responsibility?

From the outset I have understood the importance of taking on the role. Now, more than four months in, when I visit our hotels or restaurants, occasionally a young female executive or frontline team member will walk up to me and they tell me how important it is for them to have me in the role, and I feel the sense of responsibility, and I am extremely grateful for the opportunity.

Do you have anything to say to young people thinking about a career in the industry?

I would say that it's been a great industry for me and I'm very grateful for all the opportunities that have been afforded to me. My advice is to act with boldness, have courage, take every opportunity that comes your way and sometimes don't wait to be asked. Just jump in!

MANAGEMENT

Enjoy every moment and don't hold back.

When you take time away from work what do you like to do?

I love to spend time with my family; my husband and two daughters. We often travel and spend time with friends and family. We also love food and experiences shared together.

I enjoy watching netball and I make time for myself, for health and fitness where possible.

What sort of holidays do you like and where do you most like to travel?

Queensland is somewhere I always return to every year to see family and friends. We love international travel, we have enjoyed wonderful breaks in the US, Italy and to Africa, and now we're really excited as a family that we're able to travel again. We are just planning our first trip back to Europe.

When the ‘Accor Pacific CEO’ stays at a hotel, what impresses most?

Attention to detail is so important. I am particularly impressed if the hotel team come out and greet you as you pull up on the driveway, or if they have been in contact with you before you arrive in the hotel.

It’s the small things that people do well, not the big gestures.

Finally, what do you like to find in your guest room and what do you always look for?

I love a great selection of pillows!

I always like to see local produce or amenities in the hotel room.

I think it’s really special when the hotel team has clearly put in a lot of thought.

AccomNews - Winter 2022

15

Mercure Melbourne Doncaster:

Authentic sustainability & local experiences exceed guest expectations high-speed wifi, QR code ordering options, on demand minibar and the newly created Foxtel Business IQ. The private bathrooms offer the option of a bath or shower and complimentary sustainable toiletries. The luxurious beds with pillow top mattresses ensure a delightful sleep experience.

The secure underground ticketless parking makes for a seamless arrival with self-parking or valet, but drivers can power up using one of the 10 Electric Vehicle Charging Stations provided.

Images supplied by Mercure Melbourne Doncaster

By Mandy Clarke, Editor

Presenting the first of its kind in Australia, the new Mercure Melbourne Doncaster is the next generation of this global brand.

The newly built hotel recently welcomed guests to enjoy

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AccomNews - Winter 2022

“authentic local experiences with approachable elegance, state-of-the-art technology and leading environmental sustainability practices”.

Sitting on the elevated hills of Doncaster, adjacent to one of Australia's premier shopping centres, this hotel is the perfect destination for work and play.

It offers accommodation

in 183 contemporary styled guest rooms and suites that combine comfort with space, and its outdoor terraces boast expansive views of Melbourne City and of the Yarra Ranges.

All rooms have been stylishly designed with modern conveniences, including individually controlled smart air-conditioning, dedicated

PROFILES

Mr Glen Erickson, General Manager at Mercure Melbourne Doncaster is eager for guests to discover the hotel’s outstanding location and take in the impressive views, in addition to the hotel’s perfect position he says there are many more reasons why it stands out.

“There is the hotel’s indoor heated swimming pool and elite fitness centre, the three expansive outdoor terrace areas that can be used for everything from a wedding reception to an outdoor yoga session or to just enjoy the views with a signature cocktail.

“Furthermore, our Chido Chido Restaurant & Bar serves some of the best Central and South American food in Australia, with the perfect combination of flavours and the best local produce.

“Mercure Melbourne Doncaster brings together everything guests asked for over the years from function rooms with natural light and state-of-theart technology, to premium leisure facilities, the best guest entertainment system on the market and most importantly, authentically engaging service. We offer something for everyone from indulgence to convenience and we are flexible.”

“However, he explained, “It is sustainability that is front and centre of everything we do.

“The hotel’s biggest point of difference is its ability to truly deliver a more environmentally sustainable hotel without the need to sacrifice the indulgences that everybody wants to experience for that special night away. From our ‘no single use plastic bottle’ policy to providing complimentary electric vehicle charging stations, solar power, ticketless parking, to the intelligent lighting and air conditioning throughout the hotel we offer sustainable practices that actually enhance the experience.”

About opening the hotel Mr Erickson admitted: “While it is always an exciting opportunity to bring to life a product that’s been designed with such precision and artistic flair, ultimately the best part of any new opening is putting together an elite team of professionals who are truly best-in-class.”

already working at the hotel or have recently experienced Accor for themselves.

to recognition, flexibility and

“Most importantly, effectively managing a team comes down

so that work feels like a second

empathy which enable us to tailor roles to team members home and a second family.”

He said: “The team we brought together at Mercure Melbourne Doncaster represent true artists in human connection and a passion for delivering an experience above all expectations. Having said that, we are no different to any other hotel and at times it was difficult to find resumes that showcased extensive hotel experience.

Yet, this challenge was exactly what we needed and gave us a push in the right direction to think outside the box and recruit a team of passionate and enthusiastic individuals.

“Our team is genuine in its desire to exceed all expectations and makes sure it has fun doing so.”

On how staff were recruited, Mr Erickson said: “Accor naturally attracts people because it gives them access to the best career and development opportunities around the world and genuinely cares for people, demonstrating this in a multitude of different ways. Most applicants were recommended by friends or family who are either PROFILES

SPECIALISTS

IN LUXURY, MID SCALE & ECONOMICAL

HOSPITALITY DESIGN enquiries@kreat-studio.com TEL: +65 9693 0667 kreat-studio.com

AccomNews - Winter 2022

17

Images supplied by Mercure Melbourne Doncaster

Feedback also indicates guests love the new hotel; it exceeds their expectations in so many ways.

Mr Erickson said: “Many guests comment that the hotel brings a feeling of indulgence to the suburbs offering qualities

previously limited to the city.

The premium finishes and facilities, extravagant views and first-class service truly transport guests to a feeling of approachable elegance where you can feel comfort and luxury at the same time.

“We like our guests to feel a sense of belonging, we aim to treat them like a close family member arriving home.”

The hotel building itself boasts an attractive external design that fits perfectly within its lush surrounds. It is encased with subtle and contemporary bronze glass, clean white walls and led light fixtures and manages to successfully highlight the magnificent views without negatively impacting on the skyline of the community.

accompanied by floor to ceiling windows through all public spaces with 360-degree views.”

Kreat-Studio was engaged by Accord Property Group to lead the hotel’s interior design.

The interior design was largely influenced by the history of the location.

AH Beard is proud to have been chosen to supply beds for Mercure Melbourne Doncaster.

The owners conducted a rigorous selection process to determine the best fit supplier for the property, which guest comfort and satisfaction being key factors in the selection process.

The product that was selected was AH Beard’s Accor Luxury model, a higher specification product than the brand standard for Mercure properties, but a choice that reflected the intention to provide the guest with a superb sleep experience.

Once AH Beard was successful in winning the project, the team worked

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AccomNews - Winter 2022

closely with key staff onsite to ensure they had all the information needed to make the delivery and installation run as seamlessly as possible.

Given that there was still building work going on while the installation was completed, AH Beard needed to work with other contractors and complete the works with minimal disruption to any of the other work that was going on at the time.

The reaction from guests has been enthusiastic, with great feedback on the beds and several enquiries from guests wanting to purchase the beds, which AH Beard can facilitate via the Guest Bed programme offered to customers.

Mr Erickson said: “The area is famous for having the first electric tram in the Southern Hemisphere, the very popular Doncaster Tower tourist attraction and some of the oldest orchards in the region, the design reflects that history.

“The interiors find perfect synergy across traditional and modern with historical feature walls, floor to ceiling windows that perfectly frame the signature views and an abundance of natural light that is highlighted in the fourstorey glass atrium above the restaurant’s show kitchen.

“Without doubt, my favourite feature is the abundance of natural light that fills the building, through the glass atrium that runs the height of the building from the restaurant on level three to the roof above level six. This piece opens the corridors so that you can feel alive when you open your guest room door while also providing a feature in the restaurant that brightens up anybody’s day, when they are enjoying breakfast in the morning. This piece is PROFILES

Kreat-Studio Lead designers Akib A Razak and Patricia S. Dumayas

Lead designers Akib A Razak and Patricia S. Dumayas said that despite COVID-19 travel restrictions disrupting face to face communication and site visits (they are based in Singapore) the hotel’s desired interior design aesthetic was achieved by implementing a ‘new norm’, enabled by audio/ visual meetings, ‘live’ Zoom sessions and a ‘mock-up room’.

The designers described this flagship Mercure as a “modern version of old-world simplicity and stylish glamour” and to achieve this they prioritised comfort, flexibility and ease of use for guests.

The overall concept was to emphasise creativity and innovation, inspired by the hotel’s unique story, therefore colours and furnishings were carefully chosen to reflect location and history.

The flashes of red and navy-blue used in this modern industrial design were inspired by the first electric-powered tram in Melbourne, the background of neutral layers featuring beige, ivory, taupe, and warm grey create a warm statement and present a classy, sophisticated look, influenced by the bench seating and whitepainted roof of the tram.

However, the designers really turned up the volume of the story when they chose the customised wall-to-wall carpet featuring a map of Melbourne, the tram inspired wall art and the custommade navy-blue armchair/ chaise lounge with ottoman.

In guest rooms, the streamlined aerodynamic furniture was inspired by the curving forms and long horizontal lines used in the industrial design for railroad locomotives.

Other design elements such as the brass metal table and wall lamps, full height mirror, wardrobe, and luggage rack give the impression of sleekness and modernity.

The impressive hotel lobby and entrance are both inviting and unique. The designers say the “avantgarde decor combined with simplicity is the ultimate form of sophistication”.

Mercure's tram inspired brand wall welcomes guests, showcasing the metal works of the tram's open sides and bench seating with muted brass metal finish. Mural designs created from old photos from the heyday of the electric tram, the tower, and the prime days of Doncaster are a feature that inspire curiosity and conversation with guests.

The modern influences in the hotel's reception area cleverly combine with 19th-century furnishings and railway elements to highlight the philosophy and character of the hotel.

The wonderful ambiance throughout the hotel successfully manages to blend simple modern lines with warmth, colour, and versatility to create a unique space that is both spaceefficient and elegantly designed with a welcoming, comfortable feeling.

Mercure Melbourne Doncaster presents Foxtel Business IQ Foxtel was excited to partner with Mercure Doncaster for their opening, by providing the best in market in-room entertainment system, Foxtel Business iQ. With this system, Mercure Doncaster can provide their guests with a variety of over 90 channels, a huge content library, digital compendium and concierge, as well as connection capabilities that makes guest interaction a premium and streamlined experience.

Feedback from their guests has been exceptional.

PROFILES

AccomNews - Winter 2022

19

5 ways to use in-room televisions to improve guest experience “By showcasing our compendiums, local offerings, and services through the platform, it works as our go to information vault.”

– Ben O’Sullivan, Franchisee

4. Link guests directly to the hotel’s online assets People are used to making restaurant reservations, spa bookings and hotel reservations online.

So it should be no different when they stay in a hotel and are looking to book any of the hotel’s amenities.

There are many ways that hoteliers can enhance their guests’ stay and, in the last few years particularly, there’s been a focus on how hoteliers can do this while creating efficiencies.

The great news is that there’s already something that most hoteliers have in their rooms that they can utilise to help improve their guests’ experience: the trusty television. Foxtel, with the Business iQ, have transformed the TV into more than just an entertainment platform. Here’s five ways the Business iQ can create a more memorable experience for guests.

1. Add a promotional video to play when the TV is switched on Foxtel’s Business iQ enables hoteliers to add their welcome video or any other promotional video to the platform. This can then be set to play automatically as soon as the TV is switched on.

“We are now also able to include our official hotel video to be playing seamlessly through the system.”

– Rachael Harman, General Manager

2. Provide guests with options for how they watch content When people stay at a hotel, they expect to be able to access the same high standard of entertainment that they can at home. This includes having access to a full range of

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AccomNews - Winter 2022

channels as well as the ability to watch on demand content or stream their own apps.

Foxtel’s Business iQ allows guests to do all three. They can choose to watch live television from a selection of Foxtel’s 90+ channels of live sport, entertainment, movies, and documentaries. Or they can choose to watch over 20,000 hours of On Demand movies and TV shows.

Alternatively, should they wish to watch their own streaming apps, they can cast them using the Business iQ’s in-built casting solution.

“I’ve always supported having a broad offering of channels in our rooms. There’s something for every taste there, along with the on-demand shows and movies, and our guests can use the casting as well if they want. The Business iQ took guest entertainment to another level and is much more like what they have at home.”

– Vincent Bellerose, Franchisee

3. Add the hotel compendium to the TV Systems, such as the Business iQ, enable the hotel room TV to evolve into more of a ‘portal’ with guests able to view information on hotel services such as restaurants and spa facilities as well as local events and attractions. And a digital concierge available via the screen can mean fewer calls to reception, freeing them up to carry out their other duties.

PROFILES

With the Business iQ, hoteliers can add a QR code into the digital compendium artwork enabling guests to be directly linked to the hotel’s online booking facilities or rewards program application.

“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, General Manager

5. Enable guests to checkout via the TV Contactless experiences such as express checkout via the TV can enhance the guest experience. It saves the guest time while also freeing up hotel staff from the admin task of checking out a guest so they can attend to other responsibilities.

“The communication and connection capabilities that Foxtel Business iQ offers, enables guests to have a much more streamlined experience from arrival to the express checkout function.”

– Glen Erickson, General Manager

These are just some of the ways hoteliers can use the TVs in their rooms to enhance their guests’ stay.

For more information and a demo of all the features of the Business iQ, please call 1300 792 883 or visit foxtel.com.au/biq

Give guests everything they want, all in one place.

Get award winning drama, over 50 live sports, over 1,000 movies and the option for guests to cast their own favourite content.

Provide the ultimate entertainment experience with Foxtel Business iQ.

The Twelve

AFL

Casting

Spider-Man: No Way Home

Drama + Sports + Movies + Casting More options for guests to stay entertained

Call 1300 790 182 Visit foxtel.com.au/biq 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. Spider-Man: No Way Home: © 2021 Columbia Pictures Industries, Inc. and Marvel Characters, Inc. All Rights Reserved.

Peaky Blinders: © 2022 Endemol Pictures. Foxtel marks are used under licence by Foxtel Management Pty Ltd, ACN 068671938, 5 Thomas Holt Drive, North Ryde NSW 2113.

BUS02700

PROFILES

AccomNews - Winter 2022

21

New Gold Coast hotel is Langham’s polished crown

Images courtesy of The Langham, Gold Coast

By Mandy Clarke, Editor

A spectacular welcome greeted visitors and guests when Australia's newest luxury hotel resort, The Langham, Gold Coast and Jewel Residences confidently threw open its doors on June 23. The muchanticipated hotel reveal presented a “polished crown”, and the authentic Langham 5-star luxury experience we were told to expect, alongside plenty of glorious surprises.

The first development with direct beachfront access built on the Gold Coast in 30 years does not disappoint. Located between Surfers Paradise and Broadbeach, the 339-room luxury hotel stands in the central and tallest of three Jewel towers.

When Gold Coast Mayor Tom Tate formally welcomed this "shimmering jewel" he boldly declared that the

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AccomNews - Winter 2022

The Langham, Gold Coast

"Gold Coast now has the best hotel in Australia!"

Many people desire to spend a night at the iconic Langham Hotel in London, in one of its lavish suites fit for royalty. They dream of gaining access to its very exclusive club, to savour the world-renowned customer service and be tempted by its award-winning restaurants and famous afternoon tea. But now fortunate visitors to the Gold

Coast are delighted to be able to lap up such luxury, illuminated through the Langham lens.

Remarkably, The Langham, Gold Coast and Jewel Residences has successfully elevated the Gold Coast beach holiday to another level of luxury, with every space oozing class, style, and sophistication.

The resort’s ground floor spaces, and pool area are designed to

PROFILES

showcase the hotel’s beachfront position and unapologetically pay homage to traditional Australian beach holidays of the past but with added grandeur and a touch of unique Gold Coast glamour.

In the arrival area, guests are warmly welcomed by one of the Langham Service Stylists, while their senses are aroused by the hotel’s signature fragrance, Ginger Flower.

P24

Meet the PTW Design Team The team who brought beautifully resolved design to The Langham Hotel Gold Coast.

What service did you provide to the hotel?

Our Interior Design and Architectural Services from concept designs through to documentation.

We brought our internationally renowned expertise to provide a beautifully resolved design that embraces all aspects of hotel and hospitality design – constantly seeking out new ideas reflective of its location and context to elevate the guest experience.

What was the brief?

For an urban retreat. The design was inspired by local ‘Queenslander’ architecture, referencing the delicacy of timber and ironwork detailing and characterised by a light breezy style.

“

Pictured at the launch from far left: Jeffrey van Vorsselen, Regional Vice President Operations, Pacific & South East Asia, Langham Hospitality Group; Kerry Fyfe PTW Director and Head of Interiors; Catherine Love PTW Director and Sector Lead Hospitality; Jacob Laird PTW Senior Associate; John O’Shea, Managing Director Langham Hospitality Group. Image: Langham Hospitality Group.

Both the design and materiality give a nod to the Gold Coast’s sub-tropical climate and the hotel’s superb beach location, whilst maintaining the signature elements and quality that identify the hotel as a Langham Hotel.

PTW were responsible for the interiors in collaboration with Studio Aria; architecture by DBI.

a complex project and

What was the client happy with?

was injected into the design,

Our ability to collaborate, meet deadlines, and manage

upholding The Langham

were excited by the local contextual inspiration that whilst at the same time sophistication and quality.

“PTW have global resources and vast experience in the hospitality sector.

We deliver great guest experiences in outstanding destinations.”

PROFILES

AccomNews - Winter 2022

23

Known worldwide for its outstanding level of customer service, the Langham brand attracts passionate people.

Despite the whole sector having to navigate a staffing crisis in 2022, The Langham Gold Coast managed to assemble some of the most talented hospitality staff in Australia. An early recruit to the team, HR Director, Briony Low described the pre-opening journey as "a very exciting experience".

She said: “It's been incredible to see this amazing property come to life, but at its heart are the people.”

P22 The centrepiece is an impressive artwork by globally celebrated Australian sculptor and artist, Camie Lyons.

The hotel boasts 17 different types of rooms and suites all with striking designs, breathtaking ocean and celebrated hinterland views. All the rooms are exquisitely decorated and furnished with a timeless elegance, using a colour palate inspired by the surroundings.

The array of perfectly selected guest amenities, supplied by Interior Images will certainly leave a lasting impression with guests, indulgent Diptyque products, eco toothbrushes, luxurious slippers and practical umbrellas all help to bring this unique hotel brand to life.

PTW Architects in collaboration with Studio Aria, provided, interior design and architectural services to The Langham Gold Coast from concept designs through to documentation.

About the design team’s

contribution, Kerry Fyfe PTW Director, Interiors told us: “The hotel commands a breathtaking location on the beach front at Surfers Paradise with extensive views up and down the coast and to the hinterland.

The interiors embody serene and elegant sophistication whilst acknowledging the traditional Queenslander detailing. Inspiration for materiality is drawn from the soft hues and muted colours of driftwood, sand, shells, and the shimmering clear aqua surf.”

For weeks, the team at The Langham Gold Coast worked hard behind closed doors to add the final sparkling touches to every corner of the property.

General Manager, John O’Shea told us: “After months of planning and anticipation our team was excited to welcome the very special first guests, who were lucky, local competition winners.

Mr O’Shea is a local too, returning to Queensland to open this hotel resort and residences, after a global career of over 40 years in hotel management.

He said: “I am thrilled to bring Langham’s global expertise in luxury hospitality and gastronomic dining to this iconic Gold Coast oceanfront location. We are here to provide a unique, one-of-a-kind hotel and dining and events experience.”

According to Mr O’Shea, the hotel aims to celebrate and showcase the raw beauty of the Gold Coast region, it’s talented hospitality staff and wonderful local produce.

The dining is an extension of the hotel’s luxury, aimed to suit varying tastes.

Palm Court is one of the food and beverage venues on offer, a spacious restaurant with pastries, pool views, and signature cocktails. This is also where guests are treated to the world famous ‘Langham Afternoon Tea’, alternatively they can enjoy a glass of sparkling wine with oysters, truffle fries, and caviar.

The all-day dining spot Akoya, is a casual eatery serving meat, fish, and poultry over cocktails, while soaking up seaside vistas.

For drinks and small bites there is The Langham Gold Coast's lobby bar and located on the beach is ‘26 & Sunny’ serving coffees, shakes and casual fare.

Still to open is Coral Moon, a open-air destination bar, and T'ang Court, the sister venue to the brand's Michelinstarred restaurants overseas.

Opening in October 2023 is The Langham’s signature and awardwinning Chuan Spa, guided by principles of Traditional Chinese Medicine, with indulgent wellness treatments of the East.

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AccomNews - Winter 2022

PROFILES

She revealed the recruitment process was straightforward, aided by the extremely desirable Gold Coast location and the brand’s exceptional reputation, which attracted the best of the best.

She added: "Of course, we also made sure we put a good benefits package together and offered an excellent learning and development program.”

Hotel dining industry veteran, Craig Robertson is the hotel’s Executive Chef, he works alongside Executive Sous Chef David Vandenabeele, and industry-leading pastry chef, Ryan Stevenson, to elevate the Gold Coast culinary scene.

Originally from the Gold Coast, Mr Robertson commenced his career as an apprentice in The Gold Coast Casino, he happily returned, full circle, over 35 years’ later to the location he loves. Now in his “dream job”, he admitted he is passionate about sustainability and with his support for local farmers and the Gold Coast community.

He has sourced local produce for the hotel and promised his team will offer something “a little different”.

“Because a luxury culinary experience should be all about the finer touches,” he said.

Finally, Mr O’Shea added: “We’re honoured to have such expertise and world-class talent. We know Robertson, Vandenabeele and Stevenson, will guide us to create something truly special.

We’re excited to combine their talent with our global reputation for luxury dining to breathe new life into the South-East Queensland’s dining scene.”

A shining jewel on the Gold Coast

The much-anticipated 5-star, 339 room luxury Langham, Gold Coast and Jewel Residences has officially opened.

Boasting stunning ocean views, and located on the absolute beachfront between Surfers Paradise and Broadbeach, this impressive property brings the Langham’s legacy of elegance and luxury to life on the Gold Coast.

been meticulously designed, curated and planned. From its breath-taking foyer, exquisite dining experiences and the sophisticated, beautifully appointed guest rooms, The Langham, Gold Coast is a celebration of timeless design and opulence.

LEAVING NOTHING TO CHANCE

Interior Images owner Val Houston comments, “We’ve worked with Langham Hospitality Group for over 10 years now, and it’s just

Everything about this impressive property has

Langham Hospitality Group has partnered with Australian owned and operated provider of luxury hotel amenities, Interior Images to project manage the forecasting, stock management and supply of the property’s vast range of internationally manufactured luxury guest room items.

amazing to see this beautiful property come to life on the Gold Coast. I’d like to extend our congratulations to The Langham, Gold Coast’s General Manager, John O’Shea on this outstanding achievement.”

AN ELEVATED EXPERIENCE FOR THE LANGHAM’S GUESTS With over 24 years’ experience, Interior Images ensures a streamlined process for the procurement of The Langham, Gold Coast’s guest room amenities.

Val and her team are dedicated to curating an elevated guest experience through tightly managing stock-levels, and working with international

brands and suppliers to ensure a seamless and well-coordinated supply of high-quality amenities.

Val comments, “I’m so proud of the work my team has undertaken to deliver an elevated experience for The Langham’s guests. It’s so satisfying to see such a magnificent property come to life and to know that our team continues to play a crucial part in making memorable experiences for the lucky guests”.

Interior Images are no strangers to 5-star luxury on this scale.

Their in-depth understanding of the sector and commitment to crafting indulgent guest experiences is matched only by the personal touch they apply to everything they do.

Elevating Guest Experiences at The Langham, Gold Coast Interior Images is proud to be crafting 5-star luxury guest experiences at the Gold Coast’s magnificent new property – The Langham and Jewel Residences.

With 24 years’ of setting the standard in beautiful hotel amenities, Interior Images delivers an unmatched personal service to ensure a luxury-level experience for your guests.

Contact us today to experience 5-star service yourself.

interior-images.com.au

PROFILES

AccomNews - Winter 2022

25

Images courtesy of QT Hotels and Resorts

QT Newcastle set to wow

with a unique Novocastrian experience

By Sarah Davison,

will deliver the ultimate night out for locals and travellers.

whilst reinvigorating an iconic heritage-listed building.

QT Hotels and Resorts have opened their first regional hotel, and it’s bound to impress.

“We are also delighted to have recruited a team of local talent that we welcome to the QT family”.

With an emphasis on making first impressions count, the design team curated a unique Novocastrian narrative within the hotel walls.

Industry Reporter

QT Newcastle is the first regional hotel by the brand, and with a rooftop bar and the hotel’s signature restaurant Jana, it’s set to be a revelation for locals and holidaymakers alike.

QT Hotels & Resorts Group General Manager Callum Kennedy spoke of his excitement at the latest addition to the QT family.

“Newcastle is the latest evolution in the QT collection, and we’re thrilled to open the doors,” he said.

“QT Newcastle will live and breathe the same vibrancy and energy guests love from the world of QT, championing luxurious quirk and exciting collaborations in the Newcastle community.

“Rooftop at QT, boasting uninterrupted views across the harbour and signature restaurant Jana, led by Michelin star chef Massimo Speroni,

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AccomNews - Winter 2022

A cornerstone of Iris Capital’s $700-million reinvigoration of Newcastle’s East End precinct, QT Newcastle boasts uninterrupted views across the harbour.

Australian fabric manufacturer Materialised worked alongside Graham to develop the vision, providing custom fabrics and soft furnishings. The bespoke design features all speak to the surroundings of QT Newcastle, with local references throughout.

Housed within the heritagelisted 113-year-old former Scotts Limited and David Jones building, Iris Capital Chief Executive Sam Arnaout said the hotel is a celebration of both old and new.

Graham spoke of his inspiration behind the invigorated space, and the role of design in urban renewal.

“Newcastle is on the cusp of a new era of culture, undergoing massive growth,” he said.

“QT Newcastle will be the centrepiece of the new East End village, forming part of the city’s future as a place for cutting edge innovation, with the charm of a beachside regional town.”

A keen eye for detail The QT design team and designer Nic Graham collaborated on the ambitious project to create a modern hotel experience,

“Driving inspiration from the synthesis of the building location and history, connection to the coast and a vibrant young energy of the city itself, we linked the urban renewal to the renewal of the moon cycle,” he said.

“The moon, in its many forms, is represented throughout the design and is a wonderful metaphor for ‘renewal’ and rebirth.

“In this case, the reinvigoration of a heritage building while preserving and respecting

PROFILES

the heritage spirit.”

Opting for timeless design rather than “on trend” features, Graham and his team developed custom furnishings exclusive to QT Newcastle.

“Anything that is custom designed or bespoke makes a unique solution,” Graham said.

“In a hotel, the most important things to consider with fabric are durability, the ability to handle staining, day-to-day use and even direct sunlight.

“We work with Materialised because they only work with quality mills and are in a unique position to offer in-house design development.”

In addition to the curated design and luxe finishes that are synonymous with the QT brand, guests can also expect the unexpected.

‘Part reviewer, part party maven’ Upon arrival, guests are greeted by the Directors of Chaos, an iconic presence at the doors of QT with one purpose- to exceed the guest experience.

Armed with a local’s knowledge of the area, the Directors of

In the ultimate work perk, the QT Connoisseur will be permitted to take over an entire floor of the hotel to enjoy a night of revelry across 10 rooms.

Chaos help guests navigate the surrounding area and find those “must-see” attractions.

Another unique role at QT Newcastle is the true connoisseur for the finer things in life. The ‘QT Connoisseur’ has the role of “Chief Tasting Officer”, described as “part reviewer, part party maven”.

Their job is to expertly review every seasonal menu at Jana Restaurant and Bar and enjoy an all-access pass behind the bar at QT Rooftop. Perhaps the most unique part of the Chief Tasting Officer role is to sleep on the job, literally. Swapping party pants for PJs, the lucky connoisseur tests each of the QT Newcastle’s guest rooms. In classic QT style, no two rooms are the same- requiring the Chief Tasting Officer to conduct a “vibe check” on each room.

Within their tenure as QT Connoisseur, the Chief Tasting Officer will also have the opportunity to enjoy an overnight stay in QT Newcastle’ Clock Suite; a natural light filled sanctuary fixed in time within the building’s iconic dome and clock face.

Next generation of door lock solutions at QT Newcastle QT Newcastle hotel guests are happy with the new Mobile Access solutions provided by ASSA ABLOY Hospitality.

They love the convenience of skipping the front desk and being able to use their smartphone or smart watch as a secure key. With the smartphone now a central part of life, modern guests want to use their smart mobile devices to enhance travel and accommodation experiences.

QT General Manager, Michael Stamboulidis said: At QT Newcastle, pushing the boundaries and innovation are at the forefront of everything we do. We're excited to offer our guests a new seamless and secure way to check-in.

They can navigate through the hotel, with convenience with all the QT Life has to offer in the hands of their mobile smart device.”

By also integrating its VingCard locks with Liverton’s self-checkin kiosk technology, the hotel further provides another hasslefree and intuitive alternative to the check-in/out process.

Guests using the kiosks can sidestep front desk lines by instantly being issued their room key. This not only streamlines guest experiences and removes obstacles preventing guests from immediately enjoying their stay, but also represents significant time-savings for hotel staff by eliminating several routine check-in processes. This includes the processing of credit card transactions, the need for guests to sign terms and

conditions, as well as the ability to identify arriving guests who are loyalty program members.

The hotel’s new door lock solutions not only meet guest expectations but also maximise operational efficiency, guest loyalty and convenience.

The Mobile Access solution from ASSA ABLOY Hospitality uses VingCard RFID locks that are operable with mobile devices through Bluetooth Low Energy technology. It is a highly advanced mobile phone-based keyless entry solution developed specifically for the global hotel market.

This solution adds great value to the guest experience QT Newcastle and will potentially boost overall profitability by adding value and relevance to the hotel’s mobile communication strategies.

Custom fabric developed for QT Newcastle Looking for your accommodation property to stand out? Then consider customisation! Australian fabric manufacturer Materialised, and hotel interior design specialist Nic Graham & Associates, worked together to create a unique narrative for the new QT Newcastle.

Everything Materialised printed was designed by Nic Graham and developed by the Materialised in-house team to meet his vision. The QT Newcastle guest rooms, suites, restaurant, public spaces, and bar all boast bespoke design with local references.

Nic Graham describes how they responded to the brief.

“Driving inspiration from the synthesis of the building location and history, connection to the coast and a vibrant young energy of the city itself, we

use and even direct sunlight,” says Nic’s team. “We work with Materialised because they only work with quality mills and are in a unique position to offer in-house design development.”

linked the urban renewal to the renewal of the moon cycle.”

“The moon, in its many forms, is represented throughout the design and is a wonderful metaphor for ‘renewal’ and rebirth. In this case, the reinvigoration of a heritage building while preserving and respecting the heritage spirit.”

covering that no one has seen before. “Anything that is custom designed or bespoke makes a unique solution,” explains Nic. Materialised responded to the brief by customising colour and design to print onto their fit-for-purpose, flame retardant base cloths.

Preferring to steer clear of trends, his team spend time developing bespoke fabrics and wall

“In a hotel, the most important things to consider with fabric are durability, the ability to handle staining, day-to-day

PROFILES

Guest rooms feature a custom double-sided ombre bed runner printed with striped trim, and a striped bed valance manufactured by A.H. Beard as part of the bed base. A bespoke two-panel design was printed on block out drapery and four custom cushions with circular ombre design further spoke to the moon story. The Jana restaurant featured a custom double-sided ombre printed on a performance polyester/ linen base cloth for drapery doubling as room dividers.

The result? A wow experience that can be the best marketing tool for any property.

For more information visit materialised.com.au, call +61 2 8558 3500 or email sales@materialised.com

AccomNews - Winter 2022

27

Budget Motels supporting regional Australia

By Mandy Clarke, Editor

•

For over 40 years the Budget Motel Chain has continued to be a leading brand, providing excellence in accommodation for a diverse market. It is widely known and well respected for offering good, clean comfortable accommodation at affordable rates for cost-conscious travellers throughout Australia and New Zealand.

Budget member properties can be found in the smallest country towns through to the larger regional cities, but they all deliver a unique balance of attractive aesthetics, good service and moderate pricing.

Budget Motels encompasses four brands: the well-known Budget Motels, Orbit Inns, Paragon Hotels and Budget Motels Gold.

Chris Fozard is Budget Motels’ Operations Manager. He brings years of customer service and community organisation experience to his role and of course a love of hospitality.

He warmly welcomes interest from all accommodation providers, eager to expand the Budget family.

Below he points out the brand’s unique points of difference and what benefits members can expect to receive:

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•

We own and operate our own channel manager, which is included with membership.

•

A simple fee structure ensuring equality for all members.

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A Direct Deposit System (DDS) again for use by properties which use our channel manager. This DDS system has replaced the older, more expensive VCC system and can dramatically

AccomNews - Winter 2022

And of course, the ability to install signage of one of Australia’s most famous motel icons, the Budget Motels black and gold ‘B’.

About the Budget Motel Chain’s team...

Chris talked to AccomNews, he attests to the strength and spirit of the team at Budget Motel Chain.

He said: “The team consists of our dedicated head office staff members but also our board of directors, who are themselves moteliers with vast experience and backgrounds. Their decisions and leadership have helped direct not only the future of the Budget Motel Chain, but the industry as well.

Chris Fozard is Budget Motels’ Operations Manager.

reduce the merchant fees properties pay.

•

A book now button. Although there are a lot of book now buttons available, our one is designed specifically for our channel manager, making the booking process simple and secure.

•

In-house IT support for members who use our channel manager.

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Access to bookings via our corporate contracts.

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An ever-growing list of preferred suppliers.

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Advocacy and support for our members.

•

Keeping up to date with regular newsletters containing the latest industry news.

Why is it so important to be part of a team?

“It is now more important than ever to band together,” he said.

“In the current ‘post-COVID’ climate, the OTAs are again trying to control not only the online booking market, but also how you promote your property as well as what you charge. We as an industry need to work closer with the regional accommodation providers of Australia, to push back against these massive overseas companies trying to control our outback towns and country areas and take some of the dominance away from them.

•

Access to our relief managers.

•

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

•

“Now in our 44th year, we continue to be supported by some of the accommodation sector’s leading organisations, focusing on providing the best levels of service and knowledge to our members and stakeholders.”

Annual conferences and AGMs in beautiful locations.

“Not only for our members, but for all property owners across Australia, especially the ones that feel they are just “a small fish in a big pond”.

“This could be partly achieved by educating the public about the percentages that OTAs charge and the amount of money that they are taking offshore, without paying the same business taxes

PROFILES

that every other company pays.”

Chris is convinced that the way forward is to show a united front.

He said: “One challenge the industry faces is the decision to operate independently. We all understand that a strong, united front will empower us to make changes that will benefit the entire industry and therefore individual operators, but what we also see is that with time, this united front will increase brand value and operators booking revenue.

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

Such as?

“OTAs no longer commanding price parity, dictating promotions, guest relocations and OTA commission based on location.

“Pushing technological providers to innovate and bring convenience to their day-to-day operations.

“Making decisions not on ‘gut feeling’ but instead based on predictive analysis and support from the industry.

“Influencing the government and other decision-making agencies to ensure a growth in our industry.

“Being better equipped for change and collaboration with other industries to create ‘win-win’ situations.”

Finally, Chris added: “Budget Motels is driving towards a point where we can deliver such benefits to all accommodation providers and will continue to work to promote the ‘mum and dad’ operators in our regional towns and cities. “Make contact with us today and benefit from being part of one of the country’s biggest accommodation families!”

Godfreys opens new commercial facility Godfreys Commercial enters a new phase of exciting growth and continues building out its exceptional reputation as the go-to floor care expert – recently opening the doors of a dedicated new facility in Altona, Melbourne, Australia.

The commercial distribution centre and showroom have been purpose-built to house a huge range of commercial products and will also be the national support office for the Australia and New Zealand commercial teams.

Featuring beautifully appointed new office spaces, an extensive showroom and a state-of-theart training centre, the new commercial centre is expansive and impressive, to say the least.

room for growth over the coming years. The showroom features a large floor space to demonstrate a wide range of commercial floor scrubbers and industrial sweepers.

Customer service has always been an important part of the foundation of Godfreys Commercial, and this new facility will assist with providing an even better experience for our clients looking to invest in commercial cleaning products. Constructing a purpose-built facility such as this was imperative to provide a great training platform for all Godfreys staff

and customers. Any customer, Australia-wide, is invited to visit our new Melbourne facility for in-depth training and education workshops on the range of products.

Designed with staff, stakeholders and customers in mind, this new space is best in class, with design-led construction and is built with plenty of

The new commercial distribution centre and showroom house the Comac floor care range, the full range of Pullman vacuum cleaners and Godfreys Commercial is excited to take prospective customers through full demonstrations of each product to highlight competitive features and benefits across the range.

For more information on how to book a training session or to plan a visit to our new Godfreys Commercial location, please do not hesitate to contact one of our friendly customer service representatives on 1800 314 580 or email them at commercial@godfreys.com.au.

A new generation of walk-behind scrubbing machines Igea A compact cleaner designed to replace manual mopping in small or highly cluttered spaces.

Vispa 35 Effortless scrubbing for increased efficiency and productivity, making any cleaning operation easier for the user.

Igea

Vispa 35

Vispa XL

Vispa XL A cutting-edge machine prioritising agility, technology and user-friendliness.

To learn more please contact our Godfreys team today. Call 1800 314 580 or email commercial@godfreys.com.au PROFILES

AccomNews - Winter 2022

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Embrace online reviews & improve bookings The biggest change to the hospitality industry in the last few decades has been building and maintaining a good online reputation.

Once, providing good hospitality was simply a matter of impressing guests enough to entice them to return and recommend your business to others. Word of mouth was marketing gold. But now your guest’s words need to also stand out online because many only choose to book your business if your online reputation excels and pushes ahead of all your competitors.

This means you need a continuous supply of good guest reviews.

To help explain how to succeed with this, AccomNews consulted Laura Ramos, Product Marketing Specialist at ReviewPro, a Shiji Group brand, who agreed that guest reviews are essential for a good online reputation and key for any accommodation that is trying to improve its service.

She recommends to also leverage guest comments to make data-driven decisions and focus your investments on the areas that will impact guest satisfaction levels the most.

“Because in the end,” she said.

“A good online reputation starts with a good guest experience.”

Are online guest reviews really that important?

Yes. Reviews have proven to be one of the main factors influencing booking decisions, in addition to value and location.

How previous guests have experienced their stay at your property will inspire future guests who are researching their next destination, whether to book with you, or one of your competitors.

Such a resolute approach will boost positive reviews, and consequently, your online reputation.

Why are good guest reviews so crucial?

Laura Ramos Product Marketing Specialist, ReviewPro

What about negative reviews?

They are not fun to receive and if not managed correctly they can hurt your online reputation, which can slow down your bookings, and impact your revenue.

However, you should not fear them either, instead use this data to understand where to focus investment.

To ensure negative reviews don't damage your online reputation, it is key to respond to these reviews quickly, so anyone browsing your profile will not only see the review, but also your response. In the end, the response you write is not just for the guest who left the review, but also for future guests, looking at those reviews.

To prevent negative guest reviews, a proactive attitude is key.

Offer easy ways to communicate at every step in the guest journey, so you can fix problems before your guest shares their bad experience online.

Because when travelling to new destinations so many of us now rely on the internet to inform where to stay, what to do, and how to get there. You must think of online guest reviews as your ‘shop window’. A good online reputation will increase your property’s rankings, bookings, and therefore occupancy, leading to higher ADR and RevPar.

Are there any tools available to help monitor online reputation?

Yes. To be on top of it, you need a good hotel reputation management tool. With hundreds of OTAs and review sites in different languages, each with different scores, it is difficult to understand how you are performing.

Therefore, an online reputation management tool is vital.

Ensure that the platform you are using lets you dig into the nittygritty details through a qualitative analysis of what is being said, so you can pinpoint your issues.

Furthermore, integrating your reputation management tool with a response integration will increase efficiency and speed, when responding to guest reviews.

From the same platform, staff can respond to review sources

AccomNews - Winter 2022

By using a case management system, every time a guest review needs to be actioned, an alert will be sent to the right team member with clear instructions and a deadline, so you ensure guest reviews are managed timely and professionally.

Finally, in what ways can guests be encouraged to leave reviews?

First and foremost, to drive review volume, you need to deliver experiences that guests will want to rave about, and that starts with setting the right expectations. Make sure your information and pictures on OTAs are representative of the experience at your establishment.

Secondly, make it easy for your guests to leave reviews. Let them know which review sites you would like them to leave a review on by adding them to tent cards which you can display at the reception, via a link on your hotel website, and in your email signature.

However, don't limit it to one source, but give them options, ensuring they already have an account created for at least one of them.

Asking for an online review can feel uncomfortable but make it a habit to prompt guests, especially those who have shared unsolicited feedback during their stay, letting you know everything went well.

You can also follow-up with guests via a thank you email after they leave, or after they filled out their post-stay survey by using review collection programs.

For a continuous stream of fresh reviews, it is essential to also engage with the feedback guests leave and respond to your online reviews.

Besides that, online reviews are a ‘gold mine’ of guest data, which can help you better understand what the current guest expectations are.

They help you understand what is hurting your online reputation, so you can improve your service and boost your online reputation.

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like Google and Booking. com in just a few clicks.

Showing guests, you care and act on their feedback will encourage them to take the time to write you a few words.

MARKETING

Online reputation still matters, here’s why.

In the first quarter of 2022, global guest review volume jumped by 46.5% compared to the same quarter the previous year.

At the same time, hospitality is facing staffing shortages, supply chain issues and revenue pressures.

Amidst all of this, it is essential that hotels and accommodation providers maintain service levels to guarantee a great online reputation. Why? Because reviews are the first thing a prospective guest looks at when shopping around for their next trip. Ensuring those reviews are positive is not just a vanity metric. According to Cornell University, a positive online reputation is linked to increased ADR and revenue*.

This is why online reputation management is an essential part of hotel operations today.

Add competitors to the ReviewPro Hotel Reputation dashboard to stay ahead.

Respond to reviews A genuine and timely response goes a long way and offers an opportunity to show future guests that you care.

Use ReviewPro’s direct and semi-direct response APIs to save time.

ReviewPro owns the industrystandard Global Review Index™ (GRI), which aggregates guest feedback from 140 OTA & review sites in 45 languages to give accommodation providers an online reputation score that can be tracked over time and benchmarked to competitors.

Here are some tips to improving online reputation for hotels and accommodation providers: Know your areas of improvement… and fix them!

Use ReviewPro’s semantic analysis to understand what to prioritize: are your guests bothered by breakfast, or is it the lack of shuttles to the airport that is harming your reputation? Improving the guest experience at your property is the best way to safeguard your online reputation.

Keep an eye on your competitors The competitive landscape has vastly changed.

MARKETING

ReviewPro, a Shiji Group brand, is the leading software provider helping hospitality become more profitable by gathering and understanding guest feedback data.

Our solutions combine over a decade of experience and investment in innovation to ensure we continue to be the benchmark of the industry.

With +60,000 establishments in +150 countries, Shiji’s ReviewPro empowers you to be better. Join us. *https://www.reviewpro.com/ products/global-review-index/

AccomNews - Winter 2022

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Q & A with Stephen Martin, Chief Sales Officer at RMS Cloud on how to best capture and utilise data throughout the guest journey.

Guest experiences start well before a guest arrives at your hotel. Being able to optimise your guest’s journey from the moment they interact with your website, to when they confirm their booking, is just one part of capturing valuable data for your hotel. We now have access to so much data to make better guest experiences, but the true power lies in having a PMS that knows how to interpret that information.

For example, a powerful PMS will host all your properties in a single database that will seamlessly configure data into robust and unified guest profiles in one centralised reservation screen, so your property can deliver exceptional experiences and therefore maximise your hotel revenue. It’s also important to have a PMS that can deliver on giving operators digestible data that is easy to interpret, secure and up to date.

What are the best methods for capturing and utilising data throughout the guest journey?

Capturing accurate hotel guest data and imputing the correct information is a fundamental part of any successful hotel management strategy.

We must put in place smarter technology to correct any human error, which is inevitable in data entry. Staff can mistakenly input the wrong customer address or end up with multiple profiles for

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© ThisisEngineering RAEng - unsplash.com

QUESTIONS & ANSWERS

What is the power of guest data?

AccomNews - Winter 2022

At RMS we have hundreds of OTA integrations and understand the importance of ensuring data is captured in the correct method, which is why we have implemented a feature that overrides duplicates of guest data within your system when accepting third-party OTA bookings.

Tell us why it is important to create detailed user profiles?

Stephen Martin Chief Sales Officer, RMS Cloud

the one guest causing delays in the guest experience. Having a powerful system that intuitively picks up on these mistakes is a priceless tool that will help maintain accuracy in capturing data and a happier guest.

At RMS we have considered all the different channels in which guest data can be imputed, which is why we’ve created advanced tools to ensure all data has been captured and utilised to its fullest potential.

For instance, our guest merge feature will automatically run to merge duplicate guest profiles within RMS software by selecting two variables such as guest mobile numbers and email to verify the correct information. Further, staff can also merge profiles to update details through our channel manager, covering all aspects of incorrect guest data entry.

Further, a user of RMS can integrate with ‘Google Address’ that saves staff time and errors with access to a keystroke, data-rich, and consistent customer address information.

Another, valuable method of capturing and utilising data is ensuring your PMS doesn’t end up with duplicate profiles from your OTA.

There are so many reasons why user profiles are important.

Our global enterprise solution is purpose-built and one of the original cloud-based hotel platforms that deliver transparency across all your properties. The importance of this is not just about creating user accurate profiles but profiles that speak to each property with one data entry solution.

RMS can create advance guest profiles with our Golden Guest Record that allows staff to view all the customer information from one device, from any location and at any time. To offer the ultimate guest experience, this comes down to the micro details that you can only offer your guests when your hotel adopts a cloud-based PMS. Store detailed information from any of your properties about your guest so you can remember their preferred room or perhaps if they have an itinerary that crosses over two different properties, staff can easily view key guest details from any property - ensuring that the guest has a world-class experience.

How can guest data increase RevPAR and optimise sales revenue?

Within RMS you can extract MARKETING

insightful information out of your lake data with one of our integrated business intelligence partners such as Intouch, extracting valuable data on your nightly rates or IBE results to help increase your bottom line.

Your PMS should have advanced RevPAR tools to drive your hotel sales and optimise key trends. Having a strong revenue management tool in place will assist in executing a strong strategy to optimise sales through key performance metrics that include data to show operators more accurate information on room demands and be able to meet peak holiday expectations.

You can also tap into rate management tools that automatically fluctuate with demands and previous data to increase your bottom line.

What else would you like our readers to know?

Having an enterprise solution across multiple hotels means your security needs to be advanced and taken seriously to protect your data. At RMS we have undergone some of the strictest measures to implement rigid security protocols than any other PMS in the world with the highest level of two-factor authentication and RMS cyber security. When it comes to data security, we have also considered how multiple properties in your portfolio can view different levels of information across management and staff.

Cluster up your different properties to share multisecurity levels between staff and information with our franchise grouping function, making sure guests, staff and high-level business information are kept safe.

All in one All you need

Unleash the potential in your hotel with a powerful technology partner.

Boost your ADR and revenue, streamline operations, engage and retain guests and maximise online bookings. You’ll wonder how you ever did business without us.

rmscloud.com

Q & A with Jurgen Ortelee, Managing Director of APAC, IDeaS Revenue Solutions on guest data.

of social media commentary relates to the tastefully decorated rooms and comfortable beds, the marketing department will have the opportunity to build on these positive reviews to drive higher revenues.

A hotel will struggle to succeed (or even survive) in today’s competitive operating environment without accurate and detailed levels of guest data.

Guest data is used to develop hotel demand and operational forecasts. It is the foundation for hotels to run successful demand generation campaigns and can help hotels to identify hidden revenue opportunities.

By bringing together multiple sources of guest and market data, combined with hotel-specific data like actuals, forecasts and budgets, hotels can build a strategy that delivers accurate forecast and pricing decisions to support revenue growth.

Guest data can also tell hoteliers how to capture non-room revenue and identify opportunities for ancillary revenue by analysing F&B and other services’ consumption and actual cost.

What are the best methods for capturing and utilising data throughout the guest journey?

Forward looking demand data is critical for developing a hotel’s revenue strategy.

Taking the insights from forward looking demand data and layering it onto the additional data sources used in forecasting, provides hotels with one of the most profitable opportunities to predict which guests are most likely to book and when, and deploy a tailored marketing strategy to target them.

To gain an in-depth and accurate view of a guests’ value to a property, hotel managers need to

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AccomNews - Winter 2022

Why is it important to create detailed user profiles?

Jurgen Ortelee Managing Director of APAC, IDeaS

identify who the most profitable guests are by tracking ancillary spend per guest. Hotels can then maximize guest spend with marketing promotions, guest recommendations, and staff incentives.

Hotels should also track and analyse the acquisition and servicing costs associated with each revenue stream and distribution channel for a profit measurement, along with adjusting their sales and marketing strategy to attract the most profitable guests.

Hotels should listen to the realtime data and feedback by guest during their stay. Hoteliers that monitor what is being said about their property online (and acting when appropriate) are positioned to best understand the concerns, or compliments, of guests into the future. For example, if the common feedback on social media is that the wifi provided by the hotel was dysfunctional.

The IT department at the hotel could investigate and rectify any issues to prevent negative guest experiences and subsequent damaging online commentary.

In the same way, if a hotel is rated highly, and the majority

Not all business is good business.

Hotels that do not have a detailed understanding of who their guests are and their worth to a property can easily fall into the trap of selling out to lower-rated business, losing out on higher-rated business and customers. This is equivalent to throwing money away because a full hotel does not necessarily equal a profitable one. With revenue management systems and strategies, hotels are able to better identify the customers that provide the greatest long-term value to their business. To understand their guests, properties need to take a holistic view of guest activities, not just the room spend.

Data from transaction systems should be integrated to provide a true picture of guests’ preferred activities and their overall value, considering all ancillary spend from online reservations to check-out, food service to spa services, guest rooms to event management and more. In addition to making more profitable decisions, this data allows hoteliers to make more informed decisions about promotions, service offerings, inventory levels and food and beverage options.

To create a holistic view of a hotel's guests, and to offer opportunities for personalising a guest's stay, predictive modelling must also be applied to the consumer demographic and behavioural data that is gathered from all hotel interactions. This approach allows hotels to improve their segmentation and group similarly

MARKETING

behaved customers together so they can better target messaging to them. With predictive and prescriptive modelling, a hotel can also better calculate a guest's likely lifetime value, understand how to nurture and grow the value of their most valuable guests, and determine where to source more of those guests in the future. It can help predict the next-bestoffer for each guest to maximise their likelihood of responding, or even encourage them to purchase additional products or services. Without today's advanced modelling, marketing efforts are based on generic business rules that inefficiently use marketing dollars and face limitations in influencing behaviour.

How can guest data increase RevPAR and optimise sales revenue?

By using accurate guest data to base revenue management and pricing decisions on, hotels can maximise revenue generation opportunities and optimise profits. As an example, 17 Anantara properties that migrated to IDeaS pricing system have seen an average year-onyear RevPAR increase of 14.86 percent, along with significant growth in their average daily room revenue by 17.31 percent.

In Anantara’s case, forecast, analysis and pricing decisions are streamlined with guest data from the property management system and central reservation platform, and are integrated into the revenue management system and rate distribution system. In using guest data as part of its approach to revenue optimising, Anantara has strengthened its strategic pricing to ensure its properties are setting accurate daily room rates and getting them to market quickly, ultimately attracting the right guest at the right price to optimise sales revenue.

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QUESTIONS & ANSWERS

What is the power of guest data?

Life’s a journey—so is your revenue strategy.

Wherever you are, discover the power of enhanced efficiency and greater profitability.

Wherever you want to go...

This decision’s on you. The rest are on us.

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Q & A with Sylvia Johnston, Senior Executive HiRUM Australasia.

Auto communication is an unintrusive means of targeting them accordingly with suitable offers

Guest data is fundamental to your business success. It has the power to increase your occupancy, improve your revenue and enhance the bottom line of your business.

It allows you to make educated business decisions that increase your profitability.

Guests are looking for a customised, unique experience.

Data collected during the guests’ journey allows you to target your marketing specifically to their likes and dislikes. Perhaps you know that your guest likes to stay outside the school holiday period and prefers a late check out. Or they may have a young family, require occasional baby sitting and engage in tours and activities specifically suited to young children. Collecting this information allows you to target marketing campaigns according to their preferences.

Analysing your business data adds another layer of understanding that can increase the profitability of your business. Geo-targeting potential guests based on your knowledge of whether the majority who stay with you are within driving distance, or come from overseas, for example, can have a huge impact on where you spend your marketing and advertising dollars.

What are the best methods for capturing and utilising data throughout the guest journey?

Capturing guest data starts at their first communication with you.

Your pre reservation and check-

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Why is it important to create detailed user profiles?

Sylvia Johnston Senior Executive, HiRUM Software Solutions

in communication gives you a prime opportunity to discuss your guest’s requirements, interests, likes and dislikes. Upon check in, your host’s interaction with the guest creates rapport and opens the lines of communication. Your host should take the time to get to know your guest. Asking about something as simple as your guest’s trip to the property gives insights about their mode of travel, where they have come from, their preferences regarding transport from the airport for example, all of which can help you to customise their experiences going forward.

Engaging with your guest throughout their stay, both face to face and via auto communication gathers further information about their preferences. Auto communication is an unintrusive means of targeting them accordingly with suitable offers.

Post check-out, continuing to engage your guest by following up reviews can give further insights into what they enjoyed about their stay.

Your PMS should be your source of truth and it is important that it has the capacity to capture the information that you will require for future marketing opportunities.

Detailed user profiles allow you to capture and record all the relevant data you may need for future marketing and business analysis. Capturing your guests’ demographic, reason for their stay, travel partners, activities, tours and special dates such as birthdays and anniversaries, provides insights into their preferences and travel behaviours.

It is often said “the best predictor of future behaviour is past behaviour”. The understanding gleaned from this data presents opportunities to target your guest with offers and options in line with their past preferences.

How can guest data increase RevPAR and optimise sales revenue?

Collecting guest data also gives you an indication of the spend tolerance a guest has. It will be clear which guests are prepared to purchase tours and activities or eat out regularly. This knowledge presents an opportunity for your business to establish referral deals with local restaurants and tour providers. You can then offer tour bookings and restaurant deals to your guests that also provide some incremental revenue to your business.

MARKETING

Has your guest booked through an OTA? Offering a discounted rate to ‘book direct’ may ensure they come directly to you in future.

In addition, understanding that your guest loves the ocean, or enjoys a late checkout for instance, gives you the opportunity to upgrade or upsell them, increasing your revenue accordingly.

What else would you like our readers to know?

Data is one of the most valuable assets a business has, and potentially can have a tremendous impact on a business’ success.

However, it’s not just your own data that you should be considering.

Understanding market trends and how your business compares with your competitors is the missing piece of the puzzle that you need, to make informed predictions and decisions. Having real time competitor analytics at your fingertips allows you to compare your performance and adjust your pricing structure and packages. Understanding what is happening in real-time with OTA cancellations, and the pace of cancellations across the industry allows you to react accordingly.

Accommodation businesses of the future will require the ability to compare their business performance to their competition to maximise their profitability.

© nasa - unsplash.com

QUESTIONS & ANSWERS

What is the power of guest data?

© stock.adobe.com

How is accommodation management changing?

By Sylvia Johnston,

Senior Executive, HiRUM Software Solutions

Clearly the front desk is here to stay!

Despite predictions in the industry as far back as 2010 and 2011 (Amadeus) that the front desk would become a thing of the past, it is still going strong.

So why hasn’t it gone the way of airline counters and theatre box offices, you may ask?

Don’t underestimate the personal touch The simple answer is hoteliers have realised that face to face guest contact remains very important. A glance at a guest’s facial expression can go a long way in gauging their reaction to enable the receptionist to head any issues off at the pass.

The importance of being able to read a guest’s demeanour and respond accordingly shouldn’t be underestimated. Resort managers want their front desk host to, at the very least, create a great first impression to pave the way for future communication.

That of course does not negate the need for automation and trimming costs where possible.

The industry has been through such a tumultuous period, and while well on the way to recovery, the economic pressures of recent times are still taking a toll. The ability to reduce labour costs and automate processes is vital for many businesses.

How can a hotelier maximise revenue?

Capturing and analysing data is of paramount importance in maximizing your revenue.

“Data-analytics” is somewhat of a buzz word for good reason.

Understanding your business properly by analysing past and present behaviours takes the guess work out of setting rates, increasing occupancy and engaging in targeted marketing campaigns.

The ability to analyse your competitor’s data adds an extra layer of understanding that enables you to meet the market head on, to ensure that you are not leaving any opportunities on the table.

For instance, imagine if you could not only see the average daily rate of your property but also that of your competitors.

Imagine also that their vacancy rates were available to you.

With this information available to you, educated judgement can be made as to how you’re tracking, enabling you to perhaps adjust your rates accordingly.

Consolidation and analysis of this data however can be time consuming and expensive, so finding the appropriate software to provide this information affords a huge benefit and reduces the manpower cost generally associated with collating this data.

Appropriate software plays an integral role in reducing costs and improving a hotel’s bottom

line. However, the individual needs of each accommodation property mean that a varying array of software and potential integrations is often required to meet specific business needs.

Beware the ‘Headsdown effect’ This can create another issue for front desk staff and guests.

We’ve probably all been subjected to the “heads-down effect” at some moment in time, where the receptionist is so busy flicking from screen to screen to capture the information they need, that they barely make eye contact, let alone create any kind of rapport.

No-one leaves an interaction like this feeling good about the service provided.

The front desk of the future needs a far more personal interaction to create rapport.

The changing nature of software Your software needs are constantly changing. Specialised software programs are constantly being developed that look after specific components of your business. The likes of housekeeping, reputation and review management, finance and marketing are just a few examples.

The future may hold so many other possibilities. The front desk of the future will need to have the capability to integrate seamlessly to whatever the future holds, without costly development.

MARKETING

So, what does the future hold for the front desk?

The front desk of the future must enable reception staff to capture what they need quickly and easily, and for that information to be integrated to the various individual software programs that the property needs. It must provide for easy access to date and analytics, to enable hotel staff to quickly determine how they are tracking, to maximise opportunities that give the best revenue outcome.

It needs to empower front desk staff with the ability to focus on the guest, while still ensuring the property’s data and operational needs are met.

The front desk of the future will be a working integration platform, that brings everything your business needs together in one easy to use, visual desktop. It will enable your host to perform all their common daily functions whilst they focus on building rapport with your guest.

If you are considering updating any of your software, it’s crucial that you consider what the future holds for the accommodation industry. Ensure that your choices won’t be quickly superseded and that they won’t hamper the growth and development of your business into the future. Look for solutions that have already demonstrated the capacity to integrate your analytics, data, and current and future software functionality into one easy to use platform. Don’t you think it’s time that you embraced the future?

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How to make the best of your balcony

By Mandy Clarke, Editor

There is just something about a balcony that immediately makes guests feel like they have arrived on holiday.

Whether it is a stunning view or just the chance to soak up some sunshine and fresh air, there is something about a guest room balcony that inherently feels indulgent.

For some guests, the balcony is set to become the heart of the party, they want to enjoy it from breakfast to happy hour.

For others it’s a space to relax,

is imperative, you do not want guests dragging dining chairs from indoors. If space permits, a table is also a wonderful addition to allow guests to enjoy a cheese platter or rest their drinks.

Once the furniture needs of the space have been determined, the next step is to think about the aesthetic.

Image courtesy of Kudos Premium Outdoor Furniture

read a book, or just enjoy the sunshine and views. To ensure an enjoyable experience for all guests, it is important that you make the most of your balcony space. Ensuring there is ample seating on the balcony

Depending on the accommodation, you may want to go for a classic beachside look, clean classic neutrals, or bold colours to catch the eye.

Regardless of your design choices, ensuring that the furniture is high quality and durable enough for outdoor use is essential. Final touches are

again determined by the location, but citronella candles can keep the mozzies away or a sprinkle of fairy lights can up the ambiance.

How to tell if your balcony needs a transformation •

Is the structure and build showing signs of unsightly wear and tear?

•

Is your furniture, old and worn, or uncomfortable, impractical, out of style or just plain ugly?

•

Is the overall look and design, just shabby not chic?

If the answer to any of these questions is yes, then read on.

Supplying All Types of Commercial Quality Furniture, Umbrellas & Sunbeds. Australia Wide Best Prices.

Largest Stocks in Australia with over 10,000 items available.

info@kudosfurniture.com.au REFURBISHMENT

AccomNews - Winter 2022

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Image courtesy of Daydream Leisure Furniture

Time to transform First priorities are to ensure your balconies are regularly inspected, well maintained, cleaned, painted, and repaired, all vital because of Australia’s particularly harsh climate.

Beware: there are stringent rules about balcony safety and you must always abide by your state’s laws and regulations. Once you’re happy that your balcony is safe, fresh and clean you can begin to introduce furniture and consider style and décor.

What to consider?

•

•

•

•

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Overloading is a hard no! Heavy statues, water features and ornaments can cause structural problems in the long run.

Beware of plants. You may think plants are a perfect addition to a balcony, after all ‘green’ is on trend but they require upkeep, also plants and pots store and leak water, which leads to rust and mould, and therefore problems.

Use the correct materials for the environment. If your balconies are near the ocean, make sure saltwater corrosion won’t play havoc with any unsealed materials used in fixtures and furnishings.

Consider glass. It is clean and modern, can impress guests and provide uninterrupted views of beaches and outstanding locations.

AccomNews - Winter 2022

•

Be stylish. There are no hard and fast rules about cosmetics but keep it simple. Modern lines, and neutral tones with fresh pops of colour never goes out of style.

On balcony furniture AccomNews sought advice from some industry outdoor furniture suppliers. Dean Gesterkamp, Director, Kudos Premium Outdoor Furniture, told us that in 2022 designers want more colour choice. And he revealed he’s seen a trend towards recyclable materials.

“When it comes to choosing furnishings for a balcony it is down to personal choice and preference,” he said.

“An accommodation operator should choose colours and styles that complement the overall look of their property, and they should avoid clashing colours. Always consider what guests want, furniture should be comfortable and easy on the eye.”

Image courtesy of Kudos Premium Outdoor Furniture

at a nice table, eating, drinking, and enjoying the view.

He told us: “If you were to ask potential guests where in the property they intend to spend most of their time, I would suggest the answer would be the balcony and pool area.

“Given this, the quality of furnishings offered in those areas should be of prime importance.”

He advised when choosing furniture, to remember you are buying for a commercial environment. He said: “Everything should withstand sustained abuse from guests, weather, and various unguents.

Visual appeal is important, but practicality is paramount.”

Jason recommended to use quality polypropylene as it’s “the most practical low maintenance, value-for-money material”, which “offers the most durability and comfort”.

“Next best would be aluminium,” he said “followed by timber and wicker because timber generally requires ongoing maintenance and wicker has a limited life in full UV. While both generally involve cushioning, which also has its draw backs.

“Most people think rain is the biggest threat, whereas UV is actually a more destructive force and dictates the use of high-quality materials for furniture longevity.”

He added: “It’s most important to select durable materials and products that offer longevity and to insist on a good warranty.”

Finally, we asked, what is Mr Gesterkamp’s tip for choosing balcony furniture?

He said: “Don’t be boring, add colour!”.

Jason Condon, owner of Daydream Leisure Furniture believes that appealing balconies make guests happy and more likely to spend long periods relaxing in a comfortable chair REFURBISHMENT

Image courtesy of Daydream Leisure Furniture

LIGHTING IN FULL COLOUR

Bright Ideas For Your Space!

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

aboutspace.net.au

and 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.

Click the QR Code to download our latest brochure

How to elevate your space with curated wall coverings

from its warehouse in the Southern Sydney suburb of Blakehurst and has design studios across major cities in Australia and New Zealand.

With tourism and hospitality industries experiencing a boom after the lifting of COVID-19 restrictions and border closures, now seems the perfect time to freshen up your venue with new wall coverings.

Images courtesy of Materialised

By Sarah Davison, Industry Reporter

A good first impression is key in the hospitality and tourism industry, and there is one key design element that is bound to wow guests.

Well-considered wall coverings such as wallpaper can make a big statement, and their popularity doesn’t appear to be wavering.

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AccomNews - Winter 2022

Internationally, a recent study

by Technavio found that the wall covering market in the US is expected to grow by 13.21 billion AUD from 2021 to 2026.

Australian family-owned business Materialised specialises in wall covering for hospitality, tourism, health, aged care and residential settings.

The company has a fourdecade-long history of manufacturing wall coverings

Materialised Product Director Belinda Price talks us through the process of elevating a space with a curated wall covering, and the mistakes to avoid.

Ms Price said current trends in hospitality showed that guest rooms were all about texture and patterns, while in the lobby, bar and dining areas, metallics, ombre and big graphics were bound to grab a guest’s attention.

In hospitality settings, while whites and cool greys have

REFURBISHMENT

always been popular, Ms Price said design palettes are warming up and beige is slowly replacing grey as the neutral of choice. Navy is also becoming an increasingly popular choice for restaurants and bars.

With patterns, Ms Price said the team at Materialised see a range of designs in vogue, from natural scenic images to large florals, geometrics, and interesting textures.

Wall coverings are available as wallpaper, wall vinyl, PVC-free wall covering, speciality options such as acoustic wall covering, and woven textile wall covering, and even textiles applied to wall panels. Each option has a different weight and benefits that should be considered in the design process.

Though a word of warning, wall coverings in hospitality settings have vastly different requirements than residential.

“Make sure you select the correct product that is fit for purpose in the first instance,” Ms Price said.

“A powder room or ceiling could use wallpaper because that is not a high traffic area.”

of the walls. The smoother the wall, the better the installation,” Ms Price said.

“Residential products may not meet performance or flame retardancy requirements for hospitality settings. Look at the weight and make sure it is compliant with the application.”

Ms Price advised that you let the space dictate your design choices, with larger spaces allowing you to experiment with wall murals and bold graphics.

“If your walls have irregularities, choosing a design with a heavier emboss can help disguise imperfections.”

Ms Price said that when choosing the correct wall covering for the space, you should take into consideration the high-touch areas.

“A hallway in a hotel should use a wall vinyl, opposed to a wallpaper as it's simply more durable,” she said.

“Consider the space and how it is being used. You may select a colour or pattern for a heavily used area slightly differently from an occasional powder room.”

After choosing the perfect wall covering for the space, the next step is preparing the canvas.

“Just as important as great design is good preparation

As a final note of advice, Ms Price said that consulting an architect or designer is a worthwhile investment, ensuring your space is perfectly curated.

“Using an architect or interior designer can help with colour and design selection so that your property is coherent, and you avoid costly mistakes,” she said.

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Facilities to keep the whole family entertained Image courtesy of Peninsula Pool Contractors

By Sarah Davison,

family and they’re enjoying family barbeques.

For holiday parks, creating memorable guest experiences that include the whole family is the key to happy campers, and returning customers.

“They’re getting out of the cabins and getting out in the fresh air. It’s lovely to see and it’s a real trend I’ve seen this year.”

Industry Reporter

Mr Illich said that while Brisbane Holiday Village was lucky to have 33 acres for facilities, providing free activities on-site was a simple way of creating a memorable guest experience.

After some difficult years due to COVID-19 and border restrictions, holiday parks have seen a record number of Aussies choose to book caravan and camping holidays for their family vacations.

Brisbane Holiday Village General Manager Geoff Illich who has worked at the park for 27 years, told AccomNews that the facilities offered on-site for guests were part of the holiday park’s enduring success.

He said: “I think people have reflected on their own childhoods and the memories of camping with their family, and they want their children to experience that too.

“It’s a full resurgence of people getting back to basics.”

Located only 15 minutes outside of Brisbane’s CBD, Mr Illich said providing an environment for guests to enjoy onsite activities

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AccomNews - Winter 2022

Image courtesy of Parkitect Australia

was key to their ongoing success.

Trends show that holiday park guests typically spend two to three hours enjoying the activities on-site, before venturing out for the day.

He said in his experience: “People will obviously want to go into town, or go to Dreamworld, but we find that guests generally spend those three hours on-site.”

Brisbane Holiday Village boasts several areas for the young and young at heart to have some fun in the sun. In addition to the pool area, playground, tennis courts, and minigolf course, the holiday village also offers larger-than-life

games for families to enjoy, with a giant ‘Connect 4’ and a large timber puzzle available to use.

Brisbane Holiday Village also recently began renting out electric scooters for kids to use while holidaying, and they had proven incredibly popular.

Mr Illich said he had noticed a real change in the behaviour of guests, with families opting to spend time together, more than in previous years. “There’s a lot less ‘device time’ and a lot more family time,” he said.

“They’re all in the pool together, they’re playing minigolf as a

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“Every school holiday, we’ll organise free activities for the families. We’ll have movie and popcorn nights, petting zoos, pony rides, wildlife shows, balloon art, face painting as well as poolside music and discos,” he said.

“We still need to get more customers back, so offering free activities makes sure families come back but also advocate for us when they leave.

“It means they’ll tell their school friends and work colleagues about us.”

AccomNews reached out to a couple of industry experts who are in the business of providing family orientated activities.

P46

Modular Pumptracks: a proven winner for holiday parks We spoke to experts at BIG4, NRMA, Tasman Holiday Parks, All Parks Insurance and Innoviv Park Services.

scooter, bike, or skateboard and enjoy themselves. Modular Pumptracks are designed to give every rider a great experience, whether they’re a beginner or a seasoned BMX or MTB rider, a toddler or a teen. The new Park Edition Modular Pumptrack at Tasman Holiday Parks - Moama on the Murray is just one of the resort’s many facilities.

Here’s their take on why Parkitect’s Modular Pumptracks are a great addition to any holiday park.

There’s no doubt that having the right mix of activities at your holiday park is key to attracting families and visitors of all ages and interests.

Parkitect Australia has become a leading supplier of innovative play equipment - for good reason.

Their Modular Pumptracks are certified riding tracks suitable for bikes, scooters and skateboards. With their fun, distinctive design, each track is created with smooth rollers and smart corners to create the best flow to propel riders around the track with less pedalling.

Pump tracks are a proven holiday park drawcard The days of just setting up a swing or slippery dip in your play area are over. If you’re trying to promote your park, give it a bit of ‘pizazz’, and attract families, it’s important to choose play equipment that’s novel and fun.

That’s why holiday parks are installing a Modular Pumptrack to attract new and past business.

David Comiskey, Director of the Comiskey Group, installed one of the latest fibreglass Modular Pumptracks in his popular BIG4 Sandstone Point Holiday Resort at the end of 2021. The pump track is just one of the many facilities that he’s sure have contributed to the resort’s more than 5000 five-star reviews.

“I was a skateboarder myself, back in the day, so I was really attracted to a pump track. Parkitect’s new fibreglass version is awesome.”

“I felt it would be a real hit for our main demographic, 6 to 12-year-olds. Plus, it was a

nice-looking unit and quick to install. The feedback has been fantastic. The kids love it, and so do the parents.”

A unique design that both entertains and keeps kids safe As we all know, happy kids equal happy parents. When the kids are busy, active and out of trouble, parents and carers can also kick back and relax. That’s why holiday parks with great play facilities for kids are always in demand.

But parents worry. They want to know their kids are able to play safely, within a short distance of the campsite or cabin.

Though riding around a holiday park is popular with kids of all ages, it’s not without risk.

Busy holiday parks where campers are allowed to drive around in large vehicles, often towing caravans and trailers, can pose a risk for children.

That’s why dedicated playspaces, like pump tracks, where kids of all ages can ride their bikes, scooters, and skateboards, are safer. They also make supervision easier.

Kieran Sullivan, Victorian Regional Manager at NRMA Parks and Resorts, has had a lot of great feedback about the Modular Pumptracks they’ve had installed.

“We’ve used them at a few of our locations, including a new pump track at our Halls Gap Holiday Park in the Grampians. We’ve found them to very popular with our guests. They are built sturdy and handle the high volume of traffic that our sites see.”

Pump track design is complicated and easy to get wrong Parkitect’s Modular Pumptracks are based on a unique, worldleading design. A bit like Meccano, the tracks are easy to assemble – it often only takes a day and you’re up and running. You don’t even need specialist trades.

Unlike old-fashioned tracks made of dirt or concrete, Modular Pumptracks are low to the ground and are equipped with a non-slip surface.

And having play equipment that’s low maintenance is also a bonus.

Modular Pumptracks are certified and compliant to help you manage liability issues Of course, reducing liability is also important for park managers.

The Modular Pumptrack system is certified and complies with the latest Australian Standards AS EN14974:2021.

Julie Pernecker, CEO/Director at All Parks Insurance Pty Ltd is seeing the insurance market changing quickly day to day.

Moama on Murray’s Brand Manager, Kate Humphreys explained: “The new pump track fits in perfectly with the rest of the activities. It was important to us that we have a mix of options for both younger and older kids alike.

“Our guests love the new addition to the park, with many commenting on the sleek design and ease with which their wheels go around the track. Most of all they love the laughter and giggles and seeing their kids make new friends as they race around the track.”

Free design service Parkitect’s experienced design team work with holiday park owners and managers to create a pump track to fit any playground area and budget.

Not only that, their design service is free with all quotes.

Free Holiday Park Pump Track Finder According to then General Manager of ATPM, and Principal of Innoviv Park Services, Andrew Chapman installing a pump track led to an increase in night stays and expanded the park’s database to include new families.

Popular with kids of all ages

Parkitect’s exclusive Pump Track Finder website helps families find a holiday park that’s equipped with a Modular Pumptrack. Plus the website helps promote those parks through extra online exposure. www.pumptracks.com.au

Riding is a traditional activity that every generation loves – girls and boys can jump on their

For more information, contact Shaun on 0411 423 773 or visit www.parkitect.com.au

“All Parks Insurance are proud to be insurers of Parkitect Modular Pumptracks throughout Australian Holiday Parks and Resorts.”

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Shaun Leicester Managing Director of Parkitect Australia

P44 Shaun Leicester, Founder and Managing Director of Parkitect Australia, agreed camping and caravanning has always been a popular holiday choice for Australians.

“Holiday parks are increasingly becoming popular, especially with families”, said Shaun.

“There’s an opportunity for parents to reduce their kid’s screen time and encourage them to explore more outdoor entertainment. Now is the best time to invest in safe, fun, outdoor play areas for your holiday park.”

According to Shaun: “City dwellers dream of escaping to ‘the great outdoors’, to get closer

Images courtesy of Parkitect Australia

to nature and create memories with friends and family. For many people, holiday parks are also the most economical holiday choice for their family.”

“Before COVID, local destinations were competing with other popular types of holidays like cruises and cheap trips to Bali. Now people are looking for holiday accommodation options closer to home.

“It’s a great time for holiday parks to invest in their guest facilities.

It’s a sure way to add value to their accommodation offering and attract more travellers.

“For families, the key to keeping their kids happy and entertained is to choose a holiday park or resort that offers plenty of safe spaces for kids to ride, play and swim.”

AccomNews asked the best ways to create safe and fun outdoor play spaces.

He said: “Offering a novelty activity is a great way to attract kids. Not only is it important that it’s fun and popular, but it also has to be safe. A Parkitect Modular Pumptrack not only looks fantastic, but it’s also preengineered and easy to install. It’s designed to naturally encourage learning and riding skills in a safe environment”, he explained.

On why creating a great play space in a holiday park or resort makes perfect business sense, Shaun makes three important points:

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AccomNews - Winter 2022

1.

Happy kids make happy parents. If you keep kids busy, active, and out of trouble, it makes for the perfect family holiday.

That’s why camping and caravan holiday parks with great play facilities are always in demand.

2.

A safe play area in a holiday park can reduce the risk of injury for kids. Riding bikes, scooters and skateboards around a holiday park is extremely popular with kids of all ages, but it’s not without risk due to traffic and reversing vans. Having

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dedicated play areas, such as pump tracks, where kids of all ages can ride their bikes, scooters, and skateboards, means kids are safer. It also makes supervision easier.

3.

Play areas and pump tracks are good for business.

Giving your guests plenty of recreational options often leads to increased bookings and longer stays.

Pump tracks tend to have a keen following by kids of all ages, therefore holiday parks and resorts offering a pump track are sure to attract kids and encourage their families to stay longer.

Shaun added that feedback from many park managers confirms that providing great recreation options is key to success by increasing bookings and length of stay.

He gave this example: “Victor Harbor Beachfront Holiday Park in South Australia was the first to trial the new Modular Pumptrack during the summer of 2015. It resulted in an increase in night stays and expanded the park's database to include new families. As a result, they went ahead with a permanent Modular Pumptrack installation.”

“Put simply, a Modular Pumptrack is a playground for all wheels and all ages”, explained Shaun.

“They’re built to cater for bikes, scooters, and skateboards, all year round, so children can

ride their choice of wheels on the track, simultaneously with other riders. But Modular Pumptracks are not just for kids. Adults enjoy them too!

“We’re in the business of delivering fun. Our pump tracks work because kids, from toddlers to teens love riding them. Families love that they’re a safe yet fun way for their children to be outdoors and active. Playground designers appreciate that they get a preengineered, proven product that communities enjoy.”

Chris Pettigrew, Managing Director, of Peninsula Pool Contractors shared his opinion on providing family water play spaces. He told us that although all guests have differing needs or wants when it comes to water activities while on vacation, keeping kids occupied is probably the most important consideration for holiday park guests.

He said: “Water play areas, splash pads and generally anything interactive are most popular.”

Because kids love to be active and adventurous on holiday,

Chris Pettigrew Managing Director, of Peninsula Pool Contractors

AccomNews asked what were the most important things to consider when designing a pool or water park?

Image courtesy of Peninsula Pool Contractors

He replied: “It’s not only making it interesting or fun for kids but to also consider the parents.

Having areas where parents can set up next to the pool and be comfortable for sometimes hours is important in ensuring everyone has a great time.

“Resort or water park pools are designed to be versatile, offering something for everyone, play areas and interactions for the kids as well as the increasingly popular kids free pools in some upmarket hotels and resorts.

Knowing what your guests want is one of the most important things before planning any new facility or renovation.”

Safety is always the top priority when offering water play facilities and pools. He said: “Water quality is probably the most important aspect of maintenance with any aquatic facility, and having the right equipment to handle bather load and meet demand is essential.

When it comes to industry trends he said: “Energy efficiency is a focus for most hotel,

resort or facility operators and having efficient equipment upgrades always helps.

“Heating is normally one of the biggest costs associated with the running of any pool and having the most efficient heating can make a big difference to overheads.”

He added: “We supply and install a wide range of energy efficient heat pumps and variable speed circulation pumps to reduce the overall running cost of any facility, Australia wide.”

HOTEL & RESORT POOL SPECIALISTS Peninsula Pool Contractors is a Melbourne-based company servicing Victoria, New South Wales, Queensland & the Whitsundays that specialises in the design, construction & repair of high quality Commercial Pools.

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The importance of modernising and maintaining facilities Image courtesy of DA Christie

By Sarah Davison, Industry Reporter

Tourists are flocking to holiday parks in record numbers and for many, it may be time to revisit the guest facilities they offer.

With the COVID-19 pandemic largely putting the brakes on travel for nearly two years, the current trend is seeing families spending big on high-quality, high end, camping, and caravanning gear.

BIG4 Gold Coast Holiday Park, General Manager, Andrew Hewitt said this move towards the more premium end of the market needs to be reflected in the guest facilities at holiday parks.

“I think that COVID has really changed peoples’ perception of what clean and sanitised means,” he said.

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natural enticement to come in. It’s the same with guest facilities at holiday parks.”

Communal guest facilities can range from laundry, shower, and toilet facilities to barbecue, pool, and play areas.

In addition to general cleanliness and hygiene, Mr Hewitt said keeping these facilities fresh and modern was important, with guests beginning to expect all the mod cons.

“Keeping it looking modern shows that your property is loved and cared for, and by extension that you love and care for your guests,” he said.

Mr Hewitt said with current trends across the industry, it was going to be interesting to see how holiday parks responded to the move toward high-end campers.

“Coming from a food and beverage background, I’ve always said that if you walk past a restaurant and you see dirty plates stacked up on tables and the place is empty, it’s not very appealing.

At BIG4 Gold Coast, Mr Hewitt said he regularly saw families arriving in caravans and campervans worth over $100,000 and he made the point that holiday parks must respond to the expectations of these guests.

“But if you walk past a restaurant and it’s clean and tidy and well-organised, it’s a

“They’re in the most luxurious caravans, they’ve got all the mod cons and all the fancy

AccomNews - Winter 2022

equipment,” he said. “So you don’t want someone rocking up in this big, beautiful van and seeing old barbecues covered in grease and grime- they’re just not going to feel at home.”

While BIG4 Gold Coast prides itself on its wide range of facilities, Mr Hewitt said that holiday and caravan parks that deliver a more “back to nature” experience should also keep an eye on their facilities.

“If you’re offering that more natural experience and have only a few facilities on-site, it’s important to ensure that those are also clean and well looked after,” he said.

space, we want it to be spacious and classy,” Mr Hewitt said.

“Despite us being a caravan park, we’re very modern with everything we build. It’s all about maintaining that high quality and keeping ‘the look’ consistent across the park.”

Laundry facilities On why it is so important for holiday parks to provide excellent laundry facilities AccomNews consulted Shaun Naughton, the Sales Manager and laundry facility specialist at Veeco, a leading supplier of commercial laundry equipment, to the accommodation sector.

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“People have high expectations and I think they’re only going to get higher.”

Mr Hewitt said his holiday park was always looking at how to improve guest facilities, by refurbishing existing offerings and building new ones to meet demand.

He said that keeping design elements cohesive throughout the park, and including modern finishes was key.

“Whenever we’re building a new

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Shaun Naughton Sales Manager, Veeco

Simply the best barbecue experience Christie Barbecues manufacture the original gas and electric barbecues for public use.

After 50 years as a trusted provider to the leisure industry, Christie Barbecues products are synonymous with quality, reliability, and value for money. Our gas and electric barbecues provide the ultimate user experience for residents and visitors enjoying the beautiful Australian outdoors.

We ensure that our cooktops are powerful enough to cook large quantities of food quickly and hygienically without compromising on energy efficiency. Christie is committed to continuous product improvement. We guarantee you will have the latest electronic engineering backed by a dedicated in-house technical service team for complete peace of mind.

Made in Australia and built to last We manufacture our cooktops and cabinets in Australia from quality materials. Engineered to withstand most applications and environments, they carry ironclad warranties and are proven to last for many years in remote locations and extreme conditions.

Safe, hygienic, and sustainable We press our barbecue grill plates from a single sheet of 90% recycled, a high-grade stainless-steel alloy with excellent heat dispersal properties that is environmentally friendly and easy to clean. Christie’s safety innovation has become the industry standard, including a six-second ignition delay and a sterilisation cycle for

ultimate food hygiene. With these built-in failsafes, you are assured that hygienic target cooking temperatures will always be reached.

Value for money Shared barbecues experience high use that can defeat domestic and low powered commercial alternatives. With some of our barbecues still in use after more than 35 years, they are renowned for exceptional quality and durability.

Engineered for high use We engineer our barbecues for continued use of more than 12 hours every day. Our 15Amp cooktops are powerful enough to handle continuous use in busy locations and harsh environments.

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gas bottle in approximately two weeks without the barbecue being used. We developed a proprietary burner and revolutionary control system that eliminates the need for a standing pilot light and makes our gas barbecues as energy efficient as possible.

Versatile Our cooktops are self-contained cooking appliances with no buttons on the benchtop or door.

This gives you the freedom to order them with our robust prefabricated cabinets or install them into an outdoor kitchen that suits your needs.

With reticulated gas, bottled gas, and electric options available, it’s easy to create the best possible cooking amenities for your guests.

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AccomNews - Winter 2022

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Image courtesy of DA Christie

P48 He explained that because Australian travellers can be on the road for a few days before arriving at their holiday park destination, they really look forward to refreshing their clothes and linen.

He said: “The experience they receive from the laundry facilities can define the quality of the whole holiday park. There is nothing worse than being confronted with clapped out equipment in grubby spaces, often marked ‘out of order’. Instead, he said guests want to find modern equipment that is in good working order, in clean and bright surroundings.

“They also want somewhere to sort and fold their linen and a comfortable place to sit. After all it’s a great opportunity to mix with other travellers, share stories and make new friends,” he said.

and location of services. But Mr Naughton advised to ask your laundry equipment supplier for assistance with design so you can receive professionally drawn up plans to suit your individual needs, completely free of charge.

But when choosing equipment, it’s essential to find a supplier that offers quality equipment, supported by ongoing service and spare parts back up for the whole life of the equipment,” he said. “Also, it’s smart to insist on a full parts warranty.”

We asked, can a laundry be a source of revenue for a holiday park? “Yes. Depending on the traffic flow there are many opportunities to add value to the direct revenue received from the laundry equipment itself, such as food and drinks dispensers or other additional complementary services,” he said.

The design of your laundry will always be dependent on the physical shape of the building, the allocated space

And he recommended “going cashless”, because it enables

unrestricted expenditure on the facilities and services sometimes limited by the amount of cash a customer has in their pocket.

He added: “This is an everincreasing problem because most people are now using less and less cash. The removal of cash from your premises has other benefits too, it minimises the incidents of vandalism and theft.

“In my experience, the damage caused in search of a few coins is often much greater than the cost of repair.”

Barbecue facilities AccomNews consulted Paul Conradie, Head of Sales at Christie, a leading supplier of barbecue equipment, about the importance of providing excellent outdoor cooking facilities for holiday park guests.

Paul Conradie Image courtesy of Veeco

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AccomNews - Winter 2022

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Head of Sales, Christie

When designing your whole outdoor dining area, he said: “For safety, install barbecues in plain view, so children are always visible. Ensure that there are no climbing aids such as trees or retaining walls in the immediate vicinity. Where possible, use fences and shrubs to provide a sense of privacy for parties to socialise while enjoying their meal.”

He said: “The experience of cooking and sharing food outdoors is familiar to most cultures. It brings people together and improves the outdoor recreation experience.

Shared barbecue facilities encourage people of all abilities, ages, socioeconomic, and ethnic backgrounds to get to know each other and promote a sense of connection and wellbeing.”

He told us that guests always appreciate pleasant surroundings in which to enjoy their meal.

He said: “Locate your barbecue central to, but not next to, multiple sets of table settings, so users don't infringe upon adjacent parties.

Minimise the free food preparation space to prevent it from being used as a table and encourage a rapid turnover of parties using shared facilities.”

He advised: “Australian society is very multicultural. Visitors want facilities that can prepare a range of foods. A flat grill plate is versatile and easier to cook on and clean than traditional domestic and commercial

Image courtesy of DA Christie

barbecue designs. It can cook a range of food, from a fried breakfast to stir-fries, toasted sandwiches and, of course, a great steak. Cleaning can be very time-consuming for facility owners, so insist on an all-stainless-steel design that is easy to clean.”

He said: “Food hygiene is critical, so look for a sterilisation cycle that ensures a safe cooking temperature is always reached.

Any communal barbecue must be powerful enough to quickly and evenly cook a large volume of food over the entire cooking surface. Make sure your barbecue is fit-for-purpose so as not to disappoint visitors. Lowpowered options can take longer, and people don’t like waiting in line to cook. Buy directly from a manufacturer that can provide fast, reliable after-sales support if the barbecues break down during a busy period.”

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“With a trend towards an ageing population and a significant number of ‘grey nomads’ in Australia, it’s smart to consider providing accessibility to everyone. This includes required clearances, approach pathways, and access for people with limited mobility, as well as cleaning and maintenance teams.”

Finally, he added: “Remember there are significant differences between domestic, commercial, and communal barbecues.

Communal barbecues are specifically designed for shared use. Investing in the best possible facilities will provide a superior experience for barbecue users.”

AccomNews - Winter 2022

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

This allows guests and staff to use their smartphone as a key and provides management with significant administrative cost savings.

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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

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07 5493 4277

sales@daydreamleisure.com.au

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NERO COOL TOUCH KETTLE For those properties wanting to give their guests that little bit extra, the Nero Double Wall kettle fits the bill. Covered by an outer plastic shell over a stainless-steel body, the kettle is cool to touch even when boiled. Its 0.8L capacity is perfect for the accommodation industry and its black matt finish fits any décor. Other features include a concealed element for easy cleaning, 360-degree rotational base for easy access and push button lid for easy filling. This is another innovative product from Nero, Australia’s largest range of accommodation electrical appliances.

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Weatherdon

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sales@weatherdon.com.au

AccomNews - Winter 2022

02 9906 2202

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weatherdon.com.au

WHAT’S HOT

COMAC VISPA 35 The Vispa 35 is a best-in-class solution for cleaning compact spaces and easily replaces manual cleaning. This floor scrubber features intelligent technology and robust design, giving operators the ability to wash, dry and sanitise floors in an all-in-one action, making the floor immediately walkable and non-slippery. This product is perfect for small professional environments such as shops, offices, lunchrooms, hairdressers and schools.

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Godfreys Commercial

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commercial@godfreys.com.au

COMAC IGEA A member of the new generation of the Comac range is the Igea — the most compact scrubbing machine in the fleet and has been designed to replace manual cleaning practices. The small size makes it perfect for tight, cluttered and busy spaces such as shops, commercial businesses and offices, ensuring a professional level of cleanliness.

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1800 314 580

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godfreys.com.au

Godfreys Commercial

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commercial@godfreys.com.au

1800 314 580

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godfreys.com.au

COMPASS BATTERY-FREE BATHROOM SCALES Save time and help the planet with the new battery-free bathroom scales from Australia’s leading guestroom products supplier. Just step on the central button and quickly get an accurate reading. No more calls to the front desk to replace the batteries. Hours saved for housekeeping not having to check if the batteries are working. The Compass scale has a maximum capacity of 180kg and gives readings in both kilograms (kg) and pounds (lb). It has a large easy to read LCD display and an elegant 6mm safety glass with rounded edges. Compass is the range of quality bathroom and laundry items from Weatherdon, Australia’s premier guestroom supply company.

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Weatherdon

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sales@weatherdon.com.au

02 9906 2202

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weatherdon.com.au

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.”

C E WHAT’S HOT

Christie Barbecues

sales@dachristie.com

P 03 9708 2999 W dachristie.com AccomNews - Winter 2022

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toasters & kettles

By Sarah Davison, Industry Reporter

For guests, having the amenities they need in a kitchenette area is key to a comfortable stay.

From a hot cup of coffee in the morning with a slice of toast, to a calming mug of chamomile tea in the evening, having a modern kettle and toaster available to guests can help elevate their experience.

However, with a saturated market, it is easy to get overwhelmed when looking to upgrade your appliances.

To help, AccomNews reached out to a market-leading industry supplier Weatherdon, to help put together a ‘buyers guide’ for guestroom toasters and kettles.

Weatherdon Managing Director, Robert Weatherdon said that selecting appliances for a guestroom was vastly different than buying for your own home, and that is often where buyers get stuck.

“It’s important to keep in mind that a guestroom is not a home,” he said.

“When you purchase for the home, you get to know how to use the appliance, as you use it every day.

In a guestroom, a guest might only stay one night so it is important the appliance is easy to use.

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AccomNews - Winter 2022

“There’s no point if they finally work out how to use an appliance on the day of check-out!”

It is also important that hoteliers consider the space when purchasing new appliances, Mr Weatherdon said that many guestrooms will overestimate the size required.

“There is no point putting a four-slice toaster in a hotel guest room,” he said.

“It just takes up space when it is most likely that just one person will use it.

“However, larger self-catering apartments may need larger capacity items due to the number of guests.

“It’s simple really, but surprising how many properties forget this when purchasing.”

When considering an appliance upgrade, Mr Weatherdon advised against going with ‘trendy’ or fashionable colours or designs, and instead opt for classic tones.

“It’s important for the property not to be fixated with retail colour trends as they can change quickly,” he said.

“The red kettle and toaster set that you bought today might look great, but when you try and get replacements that colour may have been discontinued. For that reason, matte black and stainless steel are the safest options.”

As guests become more environmentally conscious, ensuring that appliances are also eco-friendly is certain to impress, and helps to minimise the water bill.

Mr Weatherdon recommended opting for smaller appliances, rather than searching specifically for low-energy options.

Again, keeping in mind that guestrooms have vastly different needs than family homes.

“Many guestrooms do not need a 1.7L domestic kettle as typically there are just one or two guests in a room,” he said.

“A smaller kettle will easily suit their needs. People tend to fill the kettle, irrespective of the need.

It’s just habit. The smaller kettles save power by boiling less water.”

Also, essential when in the market for a new toaster or kettle, is the safety of the appliance.

Mr Weatherdon said it was imperative that any appliances were certified for use in Australia and met all safety requirements.

To help increase safety, the latest technological advances at Weatherdon include a kettle with a ‘double wall’ to prevent accidental burns and decrease the risk of fire. The new kettle design is cool to the touch, minimising the risk of any nasty accidents.

For hoteliers who are looking for a cost-effective option,

HOUSEKEEPING

Weatherdon has a range of toasters in their Nero range that cater for all accommodation star ratings. The more cost-effective kettles tend to be plastic and with fewer features but are still perfect for guest needs.

As a final word of warning for those in the market for a new kettle or toaster (or two), Mr Weatherdon said that it was essential that hoteliers thoroughly test out any appliances with the guest in mind.

“Some items might look good but are totally unsuitable for the needs of the particular property,” he said.

“It is imperative that a hotel trials a product like a guest would do, and you would be amazed how many don’t do this. We get examples where the kettle or toaster can’t even reach the power point.”

“Many hotels hide the kettle or toaster in a cupboard as they feel it looks nicer that way. However, for the guest, it can be a frustrating experience trying to locate the appliance and then find where to position it near a power point.

“And then they try and fill it up and the kettle won’t fit under the faucet! This is where smaller kettles really come into their own.”

© stock.adobe.com

Buyers guide for guestroom

HOTEL SUPPLY SPECIALISTS FOR OVER 4 YEARS

ELECTRICAL BATHROOM APARTMENT HOUSEKEEPING

VISIT WEATHERDON.COM.AU TO SEE OUR FULL RANGE

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02 9906 2202

QT Perth

Housekeeping team’s exceptional

‘go-get-em’ attitude recognised Images courtesy of QT Perth

presenting Perth’s highest rooftop bar with spectacular views across the Swan River, CBD and out to the Swan Valley.

Its Santini Bar & Grill celebrates classic Italian dining and brings Mediterranean flair to the city.

By Mandy Clarke, Editor

Earlier this year QT Perth was a big winner at the prestigious AHA Accommodation Awards for Excellence, accepting a coveted award for Western Australia’s 'Best Accommodation Hotel'.

The industry event highlights the very best of Australia's accommodation offerings and its leaders, therefore it’s easy to see why one of WA’s mostloved hotels was a finalist in seven out of the 22 categories.

QT Perth is a dynamic establishment that exudes quality and the awards not only recognised the hotel’s exceptional food and beverage outlets but also its outstanding housekeeping department. The AHA 'Employee Housekeeping Award' was presented to Sinta Suripto, in recognition of her outstanding contribution in the field.

QT Perth’s General Manager Lisa Parker said: “We are so honoured to be recognised at the AHA WA Awards. Taking out both 'Best Accommodation Bar and Restaurant of the Year' plus WA’s

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AccomNews - Winter 2022

But at the heart of the hotel is its award-winning housekeeping team, recognised as being an essential element to the hotel’s success in exceeding guest expectations.

AccomNews asked QT Perth General Manager, Ms Parker and award-winning housekeeper Sinta Suripto to reveal the secrets of housekeeping success.

Lisa Parker General Manager, QT Perth

'Best Accommodation Hotel' is an amazing achievement amongst the high calibre of talent in the state. We are extremely proud of the experience QT Perth provides each and every day. It truly is a testament to the team.”

Sinta Suripto

QT Perth is located in the CBD with 184 guest rooms across 18 levels, all of the rooms and facilities ooze style and sophistication. The hotel focuses on art and design, and its team offer a “personalised guest experience, unforgettable dining and a signature touch of quirk”.

the finer things, QT Perth is a polished diamond in the heart of Western Australia. Perfect for modern explorers, wildflowers and the creatively charged, this urban oasis is a gateway to all that Perth has to offer”.

Described as “impeccably dressed for those who appreciate

The Rooftop at QT is one of its most standout features,

QT Perth

HOUSEKEEPING

Ms Parker told us: “At QT, our passion is people. Not just our guests, but every one of us who looks after them. We work together to create a place that celebrates individuality.

A place of quirky luxury. A fun place to come to work.”

She said the members of the housekeeping team are special because they have enormously positive personalities.

“They have a ‘go-get-em’ attitude and continually exceed in offering exceptional customer service standards” she added.

What is it about the housekeeping department that makes it the heart and soul of a hotel? Ms Parker replied: “Ask someone to think back to a QT they’ve stayed at and they’re likely to reminisce about the personalised greeting, about unlocking the door and stepping into their own private oasis, when the towels were artfully folded in the luxe bathroom, or the friendly staff that went out of their way to fulfil requests and make a room sparkle.

“Our diligent QT housekeeping staff work hard to deliver thoughtful and skilful personalised touches that elevate each and every guest experience.”

What are the most important housekeeping jobs to get right for guests? She said: “Housekeeping at QT comes down to being an invisible task, we want our guests to feel like they’re checking into a room that’s being stayed in for the very first time - it’s their room!

“This takes great strategy, detailed planning, polished execution, and exceptional communication.”

Finally, Ms Parker explained how the hotel attracts and retains housekeeping staff.

“You can’t make culture. You can only create the perfect conditions

for it to thrive. That’s QT and for QT Perth, this really comes from the unique individuals who make up our team.”

She proudly added: “We’re passionate, progressive and inclusive. We nurture talent and promote internally. When you work at QT Perth, you don’t just come to work, you bring yourself to work.”

Delighted 'Employee Housekeeping Award' winner Sinta Suripto said she is overwhelmed and proud of her team’s achievement, she is happy it has been recognised for its talent and success.

She told us: “I have always worked in housekeeping; I started my career as a housekeeping attendant in 2003 with AHS hospitality.

Why housekeeping? “Because I love the attention to detail,” she admitted.

Ms Suripto is from Indonesia and came to Australia to join her husband who was offered a position in Perth. They wanted to build a better life for their family.

What excited you most about working at QT Perth? She said: “Opening a new five-star hotel in the city and being able to recruit

my team, who I knew would be able to deliver and maintain the required standards.”

Did COVID change how you work? “Yes, COVID has challenged us with staffing issues but has increased awareness of elevated cleaning practices. COVID also required us to have a better understanding of different ways to roster our staff to ensure we maintain high standards.”

What do you like most about your job and what inspires you?

“Working closely with my team and watching them grow and achieve inspires me most.”

She added: “The entire QT Perth team inspires me every day.”

Tell us about your housekeeping team? “I have a great team that I have built around me, some of my team members have worked with me for over 15 years.”

Ms Suripto explained that to create an effective team it is critical to understand your team and work with them.

What are your most important daily tasks? “Ensuring that I support my team daily and that they have all that is required to complete their tasks,” she said.

HOUSEKEEPING

What product or piece of housekeeping equipment would you never want to be without? “Every piece of cleaning equipment on our housekeeping trollies are important and chosen to ensure that the required tasks are completed quickly and effectively.”

Do you have any housekeeping tips you can share? “Be patient with your team and ensure that your communication is clear.”

What gives a guest room an extra special touch that guests love? “A thoroughly clean and presented room that you would want to stay in.”

What are your tips for a perfectly made guest bed? “Use the absolute highest quality bed linen like the linen we use at QT.” When you talk to guests what is their general feedback on their experience? “Guest expectations are very high, and their feedback is invaluable when ensuring standards are met.”

Finally, Ms Suripto’s advice for anyone thinking about a career in housekeeping is to “understand the importance of teamwork.”

AccomNews - Winter 2022

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Made by nature

Crafted by A.H. Beard.

A.H. Beard Origins is the latest in a long list of sleep innovations dating back to 1899.

In an exciting milestone for Australian manufacturing innovation, A.H Beard Origins, is Australia's first truly sustainable and fully recyclable sleep range. and widely recognised ecolabels, it was awarded to the A.H. Beard Origins range of mattresses.

Handmade to order in Australia, your A.H. Beard Origins mattress is a superb expression of the sleepsmith’s craft and a wise investment in your wellbeing.

A.H. Beard Origins provides an innovative solution for Australians who want to contribute to a better future for the planet while enjoying the best sleep of their lives.

Non-recyclable, one-size-fits-all, and imported mattresses currently make up 32% of the mattress market in Australia and contribute to over 1.8 million mattresses going to landfill every year.

The range has long been a goal for the company to provide a high quality, hand-crafted, healthy and sustainable solution to this problem.

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AccomNews - Winter 2022

Made to make tomorrow better Every component in an A.H. Beard Origins mattress is chosen for its sleep-enhancing qualities, the sustainability of its source and its end-of-life recyclability.

Mattresses made with locally sourced wool fibres, fabrics woven from sustainably grown eucalyptus, and the world’s first 100% recyclable pocket spring support system.

Each mattress is constructed without foam and glue, allowing it to be disassembled and the various components separated for recycling at end of life, so they can go on to live other useful lives, long after they’ve given you the best sleep of your life.

There’s green. And there’s green tag It takes more than just ‘being green’ to earn Global Green Tag Platinum certification. One of the world’s most demanding, trusted

HOUSEKEEPING

A.H. Beard is also part of the platform known as Recycle My Mattress which is administered by the Australian Bedding Stewardship Council (ABSC).

Full product range information can be found at https://ahbeard. com/our-ranges/ah-beard-origins/

About A.H. Beard Family owned since 1899 and proudly made in Australia and New Zealand, A.H. Beard is a leading manufacturer of quality bedding, driven by their mission to improve people’s lives through better sleep.

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2022

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Is it the perfect time to outsource?

By Mandy Clarke, Editor

Why do many accommodation providers make the decision to outsource their housekeeping tasks, jobs, or even the whole department?

Convenience, flexibility, and cost savings are three good reasons to outsource, but since the pandemic many businesses also realise the importance of tapping into hygiene expertise, of employing passionate cleaning professionals and implementing a systemised approach to hygiene quality control.

Operators admit that even a whiff of dirt can lead to online criticism and a slight germ concern can be a ‘worst-case scenario’. In this era a bad hygiene review can do irreparable damage, kicking a business right in the bottom line.

That’s why it’s so important to employ people who are keen to give the ‘white glove’ treatment to every corner of a property.

For this level of scrutiny staff must be properly trained,

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An outsource company concentrates on providing housekeeping expertise, systems, and hygiene management

care about their role, possess talents, skills, and a desire to flawlessly execute all the physically demanding cleaning services required to exceed guest hygiene expectations. In 2022 with expectations at an all-time high this is no mean feat.

On top of that, as the industry tries to return to a ‘new normal’ it is also encountering one of the worst staffing crises it has ever faced.

Accommodation businesses large and small, across the whole sector are struggling to recruit, and housekeepers

and chefs are top of the list of job vacancies that are hard to fill. Faced with these issues, even more accommodation businesses are looking to outsource housekeeping service providers for some, or all of their cleaning duties.

Once made, this decision can also offer significant cost savings, because expenditure can be pared down to the service required and overhead costs can be shared.

Note that expert housekeeping specialists do not come cheap.

HOUSEKEEPING

Talking about why accommodation businesses choose to outsource, Mark Watson, the General Manager of Jani King Australasia Hospitality told AccomNews: “We find that housekeeping is usually the first department that businesses decide to outsource because of its high turnover rate. The main benefits of outsourcing are to help reduce direct wages, recruitment, and training costs.

“Most outsource service providers work by contract and offer a fixed cost; therefore, any fluctuations will be in line with revenue. The savings made on time, effort, manpower, operating,

Mark Watson General Manager, Jani King Australasia Hospitality

and training adds up to an overall cost advantage, and this makes a business more flexible and agile.”

Furthermore, the recruitment process for an outsource company can be more effective at targeting talented housekeeping candidates and attract new people to the industry by providing specific training. Candidates with no prior experience tend to thrive with training tailored to housekeeping roles, such as room attendant, house-person, public area cleaner, turn down attendant, uniform and linen room attendant, supervisor, and executive housekeeper.

While an outsource company concentrates on providing housekeeping expertise, systems, and hygiene management, it allows accommodation businesses to focus on guest services. But outsource housekeeping staff also know the importance of working with

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Mr Watson explained: “By choosing to use a specialist outsourcing company, many businesses achieve a more productive, efficient service, often of greater quality.”

the hotel team and offering excellent customer service.

According to Mr Watson, it’s vital for outsource providers to incorporate company-specific or property specific brand standards into the training.

And he says they must also invest in the latest housekeeping technologies, software, and infrastructure.

He described this as “harnessing technology to improve job performance”.

“Technology encourages

a quick turn-around of room cleaning without sacrificing quality,” he said.

“Accommodation businesses are often so impressed with the technological solutions we use; they implement them too!

This is because our systems are simple to learn and easy to use.”

However, he added: “Housekeeping is also very much about people, and accommodation businesses alongside outsource providers must invest in workers, those responsible for delivering

the highest levels of service to guests. We aim to provide a managed housekeeping department that operates like a regular internal department allowing the accommodation business to function as a single team, but also feel like we are part of the family.”

His final words? “The delivery of impeccable housekeeping services is key to the success of an accommodation business and 2022 is the perfect time to look to outsource to a team that can provide you with the resources to thrive.”

03 9265 2200 HOUSEKEEPING

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Image courtesy of SALTO Systems

COVID-19 sees guests searching for alternative check-in options

By Sarah Davison, Industry Reporter

Recent research from Skift and Oracle Hospitality shows that travellers expect a radically different experience than the one they had before the pandemic.

Skift and Oracle Hospitality surveyed more than 600 hoteliers and 5000 consumers across the globe to better understand their expectations in hospitality for the next three years.

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No matter what accommodation style you offer, there is no avoiding guests checking in late.

And with airports across Australia experiencing delayed flights, there is no better time to expand your offerings to allow guests to check in at their convenience and allow managers to clock off on time!

While the COVID-19 pandemic was undoubtedly a difficult time for the tourism industry, it did lead to an increase in contactless technology.

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Likely because of social distancing protocols, the data found that travellers want less contact with hotel staff than pre-pandemic. 71 percent of guests want hotels to offer tech solutions that minimises contact with both staff and other guests.

AccomNews asked industry supplier Tim Kneebone from SALTO Systems Hospitality Vertical Manager about ways to facilitate guest’s afterhours check-in needs.

It’s all in the cloud With cloud-based keyless access, accommodation providers can provide guests, suppliers, or visitors access to the property and their room with a PIN code, offering the ability to self-check-in.

Before guests arrive at your hotel, they can choose to go straight to their room and receive their PIN code on their phone, or they can ask for assistance at the reception for their room check-in. Allowing guests to choose the type of service they prefer. The mobile self-check-in process, combined with keyless entry (through a keypad or digital key systems), allows guests to bypass the front desk entirely upon arrival, without compromising the level of service.

Mr Kneebone said that 24/7 keyless access can help enhance the guest experience by providing greater flexibility. “Checking into your accommodation should

SAFETY & SECURITY

Tim Kneebone Hospitality Vertical Manager, SALTO Systems

always be a seamless positive experience for your guests during business hours or after hours,” Mr Kneebone said.

“It saves your guests time and reduces ambiguity. By utilising a cloud-based access control system with mobile key and pin code technology, you can guarantee guests will be returning for future visits and telling all their friends what an exceptional check-in experience they had staying at your accommodation business.”

Mr Kneebone said that guests wanted after-hours check-in to be as seamless as possible, and cloud-based technology can help smooth this process out.

“Guests want after-hour check-in to be easy,” he said.

“They are likely tired from a long journey, and they want to be able to access the front door and proceed directly to their room without a hiccup.

“By sending guests either the mobile key or pin code ahead of their arrival, this can absolutely be achieved.”

self-service kiosks to eliminate the hassle typically associated with hotel check-in and reduce queues at the reception.

Mr Kneebone added that the technology also allowed guests to have confidence that they can access their accommodation 24/7 for the entirety of their stay, perfect if they are travelling for an event or special occasion.

Key control cabinets

Check-in kiosks Another option for accommodation providers looking to simplify the checkin process are kiosks. Similar to those you see at the airport to check in to your flight, check-in kiosks guide guests through the accommodation check-in process.

In a hotel, a self-check-in kiosk allows guests to check into their room 24/7 by connecting directly to the hotel's PMS (property management system) via API and creating room keys (key cards).

Kiosks can also give guests the option of choosing to upgrade their room or ordering room service- all helping to increase revenue. Hoteliers can also

Often seen in the short-stay accommodation sector, key control cabinets allow guests to access their room keys through a lockbox. A good option for guests who may be less comfortable with smartphone technology. Wall-mounted key safes are controlled by an admin who uses an app to determine a six-digit code for the key safe.

One example is the Keysafe R Series, which can hold and dispense 8 to 32 keys or cards and includes a built-in key/card return. In addition to allowing access to guests, key control cabinets can also allow cleaning staff or other workers to access the guestroom when required.

Mr Kneebone said that while there were upfront costs of installing new software such as SALTO System’s SALTO KS, it would see a return on investment.

“Installing cloud-based access control with mobile key or

Image courtesy of SALTO Systems

pin code technology allows accommodation providers to take last-minute bookings, even out-of-hours,” he said.

“This provides additional revenue and lowers operational expenses which is exactly what the hospitality industry

needs for its post-pandemic economic recovery.

“The option of two credentials (mobile key or pin code) also enables your guests to choose to engage at the level of technology they are most comfortable with.”

Splendid. Secure.

By design, form and function.

+ 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-to-use system. + SECURITY & SAFETY: Comprehensive 24/7 access control that covers your entire property. Full integration capacities with third party systems.

SAFETY & SECURITY

Contact SALTO Oceania +61 3 8683 9782 info.oceania@saltosystems.com hospitality.saltosystems.com

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Unlocking success with Michael Benikos

By Mandy Clarke, Editor

I sat down with Michael Benikos, Managing Director, ASSA ABLOY Global Solutions Australia, to find out more about the man with a passion for hotel security and technology, a sector he’s been central to for over 25 years.

Where does your passion for door lock technology come from?

I guess it’s being involved in the industry for so long and seeing the wide variety of things you can actually do with a door lock, and how it has become integral of the hotel operations. Whether that is in security, integrations to other systems or the move to contactless since COVID.

When did this passion begin?

In 1992. My first job was installing safes into the ANA Hotel Sydney, now the Shangri La Sydney. When I started working in the industry, I had just come back from playing cricket in England, but subsequently went to university and now I have an MBA.

You had a career in cricket?

I wouldn’t call it a career, but I went over to play minor league cricket in Somerset and Essex for a few years in our winter but then realised I wasn’t quite good enough and needed to get a real job. However, I fell in love with England while I was there, and I am keen to return for a holiday one day. Cricket was my sport but in my spare time I also played a fair bit of golf and got to a handicap of single figures but then kids came along, and I don’t get to play much now. With three young kids ages 12, eight and five, I just don’t have the

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time but I do plan to get back to golf when they are older.

Apart from the UK where is your favourite holiday destination?

I have always like Fiji. It’s a beautiful place and the people are so nice.

When you’re a hotel guest, what do you look for when it comes to safety and security?

I always look at the type of door locks installed. Not whether they are supplied by us but how they latch and secure the rooms. I also look at how the perimeter entries and lifts are secured, and how easy it is to get into the back of house areas.

What irks you most about safety and security in an accommodation?

Hotels using metal keys. Hotels that are very slow to adopt new technology and fail to use its capabilities to make their business’s more efficient.

What attracts you to this industry?

It’s the variety of great people I get to meet. From backpackers to managers of 5-star luxury hotels, to builders, and electricians. There is so much variety in the projects I work on that no day is ever the same.

And job satisfaction?

Seeing a project through from concept, design, construction to opening, and then looking back remembering all the frustrating meetings and having a laugh.

What business achievements are you most proud of?

In Australia when I started in the business, electronic locks were considered by hotels to be a ‘nice to have’ system

Michael Benikos Managing Director, ASSA ABLOY Global Solutions Australia

but I’ve been part of taking it to another level which is, ‘needed by all’ and along the way embraced all the changes that came with it. I am also proud to have built many great relationships with colleagues and clients over the years.

It has been a difficult few years, how did COVID change your life?

Less travel and more conference calls but on the bright side I was able to spend more time at home with my kids.

And what’s in store for the future of the sector?

The industry is finally embracing technology to the benefit of both hotels and guests. I look forward to seeing how hotels use the new technologies to improve the guest experience.

SAFETY & SECURITY

You are a highly successful business leader, do you have any advice for those looking to carve out a career?

Make sure you work in an area you enjoy because it will bring out the best in you.

What is the best advice you have been given?

Service is the most important part of business. You can make a good product bad by bad service and a not so good product good by good service.

Finally, who inspires you?

My father. He is a very hard worker and well-liked and respected by everyone I know. He keeps me honest and thinks I work for him!

The importance of increasing digitization

By Nicola Graham, Vice President of Marketing, Cendyn

Ever since the first hotel reservation system was established by Westin in 1947, technology has increasingly become a centrepiece of hotel operations.

The majority of hotels have yet to fully unleash their full digitization potential. It’s not for a lack of trying: AI marketing is supported by 75 percent of hotel chain’s top executives, and yet only 36 percent of all chains deploy automated personalization strategies.

So where do the gaps lie?

And how can we build bridges to a fully realized digital future for hotels?

H2C’s latest Global Automated Personalization Study surveyed a global sample of hoteliers across categories to explore these questions, and illuminate pathways towards delivering digitization in a meaningful, impactful way.

Opportunities When it comes to AI-driven automation, there’s an inherent tension between operational efficiency and individual relevance.

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The pace of change continues to accelerate, with strides in artificial intelligence (AI) and machine learning (ML) technologies expanding the capabilities of automated personalization. But that doesn’t mean that hospitality technology has kept up with the times.

But achieving automated personalization without sacrificing guest individuality is incredibly difficult due to competing priorities and lack of knowledge.

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40 percent of hotels don’t seek to apply personalized automation due to lack of knowledge, while 39 percent lack the knowledge to leverage the technology.

Even with these glaring challenges, the opportunities are numerous if automation is embraced: •

Elevate the guest experience: From more relevant marketing offers to a more personalized experience on-property, AI-driven technologies can elevate each guest interaction.

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Increase profitability:

Hotels want to benefit from automatically personalizing each touchpoint on a one-to-one basis, but that precision can’t sacrifice guest individuality.

Even if they accept the necessity of automation for today’s businesses, guests still want

Matching guests to their ideal offers has a positive effect on conversion rate and better alignment of price to segment makes each booking more profitable.

relevant communications that feel authentic and genuine.

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Reduce operational cost: Automation saves money in a variety of ways. From self-service tools that reduce front desk labour to implementing text messaging so guests can communicate with staff more efficiently, automated tools can not only personalize the experience but streamline operations.

Boost retention: Staff are more productive and happier when they don’t have to do tedious tasks like manual data entry.

Automated tools illuminate those types of tasks so that staff can focus on guest-facing interactions.

TECHNOLOGY

Challenges The normalization of AI technologies in hospitality isn’t without its challenges.

These include: •

Data collection: 83 percent of hotels struggle with collecting data that’s both accurate and clean. Without clean, organized data, there are real limitations to successful AI.

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Systems integration: With limited data provided by 3rd parties, and internal systems that don’t always work well together, data remains siloed.

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Cross-channel communications: With guests communicating across more than one channel, it’s increasingly difficult to manage and personalization can be less reliable unless data is captured across all touchpoints.

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These challenges reduce AI effectiveness, as personalization is less relevant and accurate, and implementation becomes a steep hill to climb for overburdened staff with limited budgets. To overcome these challenges, there are some clear action items to take.

inputs to collect clean data. As the backbone of automation, clean data is what ensures that marketing, sales, distribution, and frontline operations are all working from detailed data aggregated into a single source of truth.

Action items Even once hotels apply automated personalization, success is not guaranteed.

It requires a dedicated implementation approach that’s structured to overcome the challenges of automated personalization.

There’s a reason why only one-third of respondents in H2C’s study use automated personalization technology: it’s difficult to deliver at scale across an entire hotel operation and even those that manage to implement automated AI systems aren’t always successful as the study found 80 percent of chains are challenged with automated personalization tech.

Successfully implementing these new technologies requires thoughtful action informed by clear-eyed strategy.

Some action items to consider: Focus on systems integration: First and foremost, align internal systems with 3rd party

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•

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Be cross-functional: Don’t make AI and emerging tech the siloed responsibility of IT. Bring together IT, e-commerce, distribution, and revenue, marketing, and operations into a single AI group to fully leverage its potential across the entire operation. No silos mean more visibility and more effective implementation.

Strive for one-to-one marketing: The majority, 60 percent of chains plan to implement a one-to-one marketing strategy but face a lack of technology and budget. Take the time to build a budget that affords your hotel bestin-class technology.

Support attributebased selling: A huge 64 percent of chains plan to use narrow-segmented pricing to improve booking profitability. That requires automated tools that process data in real-time to provide precise pricing

Invest in training staff: Upskilling for automated technologies is essential.

Even as personnel cutbacks reduce capabilities, training the remaining staff should be prioritized. Once fully underway, automated personalization will improve productivity and profitability.

With each of these action items, your hotel will be well-equipped to successfully implement automated personalization and other AI-driven technologies.

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Loyalty programs: Connecting with guests by sending personalized offers to engaged loyalty users is planned for 38 percent of hotels.

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Search engines: From Google Hotels to Bing and other search engines, personalizing offers automatically is a priority for 36 percent.

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Hotel apps: Surprisingly, only 25 percent of hotels currently use AI-automated tools for their apps. That will change over the next two years, with prioritization by 35 percent of hotels.

5.

Check-in terminal: To accommodate the rise of self-service, many hotels have installed guest kiosks. With 35 percent of hotels intending to expand personalization capabilities in these kiosks, the channel is emerging as a core asset in automated personalization.

Looking ahead The imperative to invest and leverage these technologies is also accelerating. With COVIDrelated labour shortages, coupled with evolved guest expectations, AI has the potential to put your hotel in a more competitive position, boosting productivity and operational efficiency.

But there are a few areas for improvement that could benefit from AI automations.

The top five priorities for respondents over the next 24 months are: 1.

Messaging apps: With guests increasingly turning to messaging apps to communicate, 46 percent of hotels are planning to use AI to automate messaging through different channels.

As hotels become more comfortable with AI-driven technologies to automate personalization, the benefits accrue more readily to the bottom line. The guest experience also stands to benefit from more accurate, relevant, and timely communications across all touchpoints.

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to specific segments.

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TECHNOLOGY

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Guest wifi expectations and how to exceed Accommodation providers must adapt to the expectation of their guests that wifi is a utility and, as important as electricity to ensure they have the best experience while staying with you.

How many mobile phones would you have purchased and used over the last decade?

Two? Three? Maybe four? Do you update your phone when new technology comes out?

Why I ask, is that there are accommodation sites still running guest wifi systems that are ten years old and expecting to be able to connect Smart Televisions, for guests to be able to cast and stream their subscriptions and have easy connectivity of all guest devices.

This is just not going to happen on aging guest wifi systems.

You will get bad reviews and your guests won’t come back.

Wifi is an evolving beast and every few years you need to assess what you have at your site and if it is providing what your guests need. Your

the ability to attract guests and maintain their loyalty?

The answer is… A lot!

Judy Senn Managing Director, Time Out Internet

guest wifi provider should be in contact with you, helping your site evolve accordingly.

We are the experts in the field and can provide a strategic upgrade to keep you current.

It may be as simple as upgrading the routers/access points/ modems in each unit to a faster speed/technology or getting a fibre connection to provide faster bandwidth. Or providing a casting solution for guests to be able to bring their own subscriptions and watch them securely at your site. It doesn’t necessarily mean a whole new guest wifi system.

How much of an influence do you think guest wifi has on

Over the past two years, guests’ perceptions about guest wifi have changed and it has become imperative for accommodation providers to step up and provide their guests with what they want. Fast, free, secure wifi that is easy to connect every device they bring with them.

Guests are becoming more technologically savvy, and they want to cast their content to avoid having to enter their subscription login details onto your television in case they forget to logout and the next guest then has access to their account.

The guest expectation for video streaming quality has gone from a Standard Definition stream being acceptable to wanting to stream in 4K as they can at home.

Guests are expecting internet speeds of a minimum of 20 Mbps into their units for the service to be acceptable. A US guest wifi provider recently did a survey and 29 percent of respondents said that 100 Mbps

TECHNOLOGY

into their unit was expected.

Fibre internet connections are becoming cheaper and more available in many areas. From signed paperwork to the Fibre service being provisioned, can take eight to 10 weeks.

If you want to get a Fibre connection into your premises before the Christmas school holidays, you need to start the process in August.

We are seeing more and more guests requiring doing their work on the guest wifi, and over 50 percent needing to use Zoom or video calls. Buffering during an important video call is an absolute showstopper.

Your guests will be unlikely to return if the guest wifi fails to meet their expectations and they have a poor experience.

Accommodation providers need to adapt to the changing guest requirements otherwise you will fall behind in a very competitive environment.

One poor wifi review can result in many guests not staying with you. Engage with your guest wifi provider about your system and how it is coping. Plan and evolve.

AccomNews - Winter 2022

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Keeping air cool and clean is a breeze

By Grantlee Kieza,

Sensor equipment is becoming much more affordable along with advances in remote-control equipment that immediately detects when air-conditioning is not operating properly, allowing management to know of issues before guests.

On July 17, 1902, Carrier’s machine was designed to control heat and humidity.

While the principles of air-conditioning have remained largely unchanged since then there have been enormous developments to the process in recent years, in response to global warming and the COVID pandemic.

One major advancement now blowing into Australia is “bipolar ion” technology, which continuously disinfects outside air as it flows into rooms. Bipolar ions attach themselves to airborne viruses, odours and pollutants, rendering them inactive.

As household income grows in developing countries, demand for air conditioners is expected to triple by 2050. The surge will multiply what is already a major source of greenhouse gas emissions, with air conditioning now responsible for almost 20 percent of electricity use in buildings around the world. All 197 United Nations member countries are phasing out the production and import of ozone depleting substances, including the once common R22.

In 1996 Australia started its phaseout of hydrochlorofluorocarbons (HCFCs), through import controls, R22 equipment is gradually reaching the end of its useful life and is being replaced with new equipment using different refrigerants.

Air conditioning has never been more important to Australian accommodation properties, especially in tropical climates.

Queensland management rights and accommodation management veteran Barry Turner, says any local accommodation provider without

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Industry Reporter

a good air-conditioning system will quickly be frozen out of business.

“When people go on holidays, they usually want a level of comfort equal to or better than at home,” Mr Turner said.

“A good air-conditioning system is crucial to the success of any property.”

Lynda Kypriadakis, the Managing Director of building advisory company Diverse FMX, says people being able to turn on their air conditioning from their mobile phone, half an hour before they come home has been the major trend in air conditioning systems in recent years and it has been readily adopted in the accommodation sector.

Rising maintenance costs and unplanned downtime are both warning signs that equipment is reaching the end of its useful life.

Ms Kypriadakis said that if airconditioning performance was waning, it was often because the property had overlooked basic upkeep, such as cleaning coils, washing the reusable filters, checking the electrical connections, and inspecting the refrigerant lines.

Winter is an opportune time to upgrade air-conditioning systems in Australia and 10 years is a good benchmark for hotels to evaluate if it’s time to upgrade.

For machines using variable refrigerant flow (requiring less

maintenance than fixed-capacity traditional systems) the lifespan can stretch to 15 to 20 years.

Ms Kypriadakis said the first thing she would recommend as a project manager is that property owners have a mechanical engineering consultant involved early in any major air-conditioning upgrades.

“Unfortunately, managers often listen to the contractor (the guy who is selling them the system) whether it's a split system or wall mounted inside the room or fully ducted, and the guy trying to sell you something will have a conflicted opinion,” Ms Kypriadakis said.

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

The latest smart air-conditioning controllers use infrared technology to connect with existing smart home technologies and mobile phones through apps.

Just as smart phone technology changes rapidly with each new release from the manufacturers, smart room technology changes at the speed of light.

Smart energy-management systems now use sophisticated algorithms to continuously analyse historical local weather patterns and peak demand loads to optimize energy consumption for air-conditioners all year round.

ENERGY & RESOURCES

Heating, ventilation and air conditioning (HVAC) systems typically account for as much as 30 per cent of a building’s energy use, so getting the best out of them is paramount.

Capital and maintenance costs of HVAC systems also comprise a significant proportion of building costs, but these can be minimised through good system design.

While significant energy and capital savings can be made through investing in new, highefficiency HVAC systems, existing systems can also be optimised simply by fine-tuning controls and good maintenance practices.

Minor adjustments to thermostat set points can often be made, resulting in energy savings without reducing comfort for guests.

One major problem with air conditioning systems is mould caused by humidity.

Unchecked, mould will go into circulation with the potential to cause illness and allergies.

The best step to reducing mould in air conditioning systems is keeping them clean. Experts advise to clear the dust and cobwebs away from the exterior of an air conditioning unit constantly, so they are less likely to be sucked through the system.

Often, mould particles are attached to dust and debris, so it is essential to keep air conditioning filters as clean as possible.

Blocked filters also cause air conditioning systems to operate at higher temperatures and use more power. And power these days is certainly not cheap.

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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.

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All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.

Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.

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

It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers.

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

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With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.

For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier.

This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory.

So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.

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LARGE INVENTORY FOR FAST DELIVERY AUSTRALIA WIDE BEST PRICES

The sign of an Industry Specialist

www.accomnews.com.au/ business-directory

PREFERRED SUPPLIER DIRECTORY

info@kudosfurniture.com.au

W I D E A U S T R A L I A

LINEN &/or LINEN GOODS

SECURITY SYSTEMS &/OR CONSULTANTS

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

www.daydreamleisure.com.au

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The sign of an Industry Specialist

sales@daydreamleisure.com.au

GUEST ENTERTAINMENT SYSTEMS

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

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

Data Network Design & Installation.

Australia’s Leading Hotel Bedding Suppliers

07 5437 8544 info@mainlinen.com

COMMERCIAL GRADE HOSPITALITY LINEN

Table • Kitchen Bed & Bath Linen

SYDNEY SALES OFFICE:

1800 4 LINEN (54636) sales@bevmartin.com.au

www.bevmartin.com.au

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The sign of an Industry Specialist

honeybadger.tech HOTEL, MOTEL & RESORT SUPPLIES

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

The sign of an Industry Specialist

www.accomnews.com.au/ business-directory

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

Phone: 1300 651 355

www.hotelproductsdirect.com.au

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The sign of an Industry Specialist

Whatever, Wherever, Whenever! www.accomnews.com.au/business-directory

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

They’ll thank you for it!

Simply send their details with a short testimonial to: psp@resortpublishing.com.au or call 07 5440 5322

PREFERRED SUPPLIER DIRECTORY

AccomNews - Winter 2022

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