AccomNews, Summer 2023

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EDITOR

Mandy Clarke, editor@accomnews.com.au

INDUSTRY REPORTERS

Sarah Davison, Mike Parker-Brown 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, Kerry Williams, Michael Johnson, Paul Hadida, Peter Shelley, Stephen Ferguson and Stuart Lamont.

KEY

Commercially funded supplier profile or supplier case study

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Suppliers share their views in one-o 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!

Positivity is trending: Are you expecting a bumper 2023?

Welcome to the Summer edition of AccomNews, the first in 2023.

Right across the ANZ accommodation sector, there are indications that despite economic headwinds, rising inflation and talk of global recession, our resilient industry has kicked off the year in a remarkable position of strength.

Industry leaders, operators and influencers are predicting great things this year. Better than expected occupancy levels and increased room rates have been reported in the last quarter. Positivity is a trend, its reach is across the board, from the motel industry, to holiday parks, the hotel, resort and management rights sectors.

It's also going to be a massive year for new stock being released onto the accommodation market - possibly one of the biggest ever. A huge amount of new and freshly

Mandy Clarke, Editor editor@accomnews.com.au

refurbished accommodations opened in 2022 but many more are gearing up to open in 2023.

New and refurbished properties get ‘heads on beds’ and demand higher room rates. It is essential that your property remains competitive in 2023, so on page 29, we look at how an investment in refurbishing your guestrooms will keep guests smiling and room rates soaring.

The signs are surpassing expectations for our industry at home, but we’re not alone. According to the latest industry data from STR, global recovery is also underway, buoyed by pentup leisure travel and the strong return of corporate demand. Those international guests are discerning, and you will want to meet their needs. A key global trend is for more sustainable travel and hospitality options, and on page 45, David Nicolas examines how engagement in sustainability can benefit the planet and improve your accommodation’s competitive position.

When it comes to the staffing crisis there is good news too. Australia is welcoming back international students and seeing a marked return of international skilled and unskilled workers, as the visa backlog starts to clear. Their return is key to industry recovery and will allow

businesses to offer more choice and improved guest experiences. With the influx of these important international workers, we are already seeing pressure eased for our overworked and overstressed hospitality staff. Phew!

We have a magazine bursting with content to interest and inspire you this edition. In our guestroom entertainment supplement we ask, with so many viewing choices available to guests, is it time to reconsider your accommodation's entertainment offering?

And, in our interview on page 16 you will enjoy reading about, Sue Fairweather, the Executive General Manager of ULTIQA Hotels & Resorts. An inspiring and experienced industry senior manager, Sue talked to us about her life, work, her passions and vulnerabilities and shared that, for her, leadership is all about “doing the little things every single day”. Cheers, Mandy.

Dennis Clark MDIA

Full speed ahead in 2023

Over the past year, time has been difficult to assess. Sometimes things dragged on for an eternity, while some events felt like they happened a lifetime ago. The pandemic was rough on everyone, but the accommodation industry was clearly impacted particularly hard and in different ways. Peculiarly, COVID-19 delivered historic low levels of occupancy for hotels in our capital cities, while properties in regional areas enjoyed record highs.

In general, accommodation providers have suffered wild fluctuations. At the start of the year, we saw properties recording 20 percent occupancy, while we end the year with many back above 80 percent, thanks in large part to various voucher and incentive programs.

This Christmas season was the first in three years where there were no restrictions in place

anywhere in Australia. That is certainly something to celebrate, but difficult to reconcile when we consider this time last year, the Omicron variant had only just been detected. While the hangover of the pandemic remains, all eyes are on the future. Whether in conversation or business planning, industry and individuals are united in the desire to put COVID-19 in the rear-view mirror once and for all.

This is excellent for Australian

hotels, which are set to benefit from the pent-up demand from international tourists who have had travel plans curtailed for three years. With stubbornly high airfares likely to dampen the recovery of this critical market, domestic leisure business will be the driver of occupancy, average rates, and (ultimately) RevPAR growth for 2023.

Australia’s tourism and accommodation sector will also benefit from the line-up of major events in the year ahead. State governments and their respective tourism agencies have been ambitious and aggressive in bidding for and securing major sporting events, while the MICE market is also set to recover strongly.

Staff and skills shortages continue to be a major component of the pandemic hangover and it is impossible to predict exactly how long hotels will need to grapple with the challenges this is presenting.

The notorious visa backlog has been reduced considerably as a result of a $36.1 million investment to speed up processing, while extending the removal of the cap on international student working hours until June 30, 2023, which will also provide temporary relief. Pre-election pledges of $48 million towards tourism and hospitality was another substantial win for the industry, with $10 million specifically awarded to “The Hub” - an employment and training portal to support the visitor economy and address labour and skills shortages. There is much to be positive about and as always, challenges to navigate. Given the events of the past three years, however, our resilient industry can handle anything thrown at it.

Michael

Rising cost of living is catching up

As tourism operators across the nation rang in the new year, 2022 was capped off with an affirmation that the recovery of our visitor economy has been aided by domestic tourism. The enthusiastic demands of day-trippers and holidaymakers have kept hotel rooms occupied, restaurant kitchens open and guest experiences bustling over the past 12 months.

While a buoyant Australian market has kept our industry afloat, Queensland operators experienced varied levels of success over the recent summer holiday period. Regions hugging the major cities did very well. Those destinations and experiences easily accessible by car were much sought-after getaways for many Queenslanders.

But the tourist hotspots that take a

Brett Fraser Chief Executive, Queensland

bit more dedication to reach, such as Tropical North Queensland, unfortunately saw high fuel prices and airline costs put a dampener on holiday success. As the rising cost of living appears to be catching up with the tourism sector, operators are beginning to feel the sting of tightening belts.

With costs front of mind, the peak Christmas and New Year period saw a rise in the popularity of budget holidays. While there has long been a market for lower-priced vacations and

accommodation, we are seeing a growing demand for inexpensive accommodation providers. The caravan park is no longer the domain of grey nomads, with increasing numbers of families taking advantage of the costeffective facilities this summer.

While inter and intrastate travel have bolstered our tourism industry over the last few years, domestic tourism remains no substitute for the international market. The continuing success of the nation’s tourism industry hinges on the return of overseas travellers. A once booming sector of Queensland’s visitor economy, worth $6 billion annually, closed borders and travel restrictions have seen the value of international tourism shrink to $1 billion.

Now more than ever, as the world reopens and the appetite for international travel ramps up, our industry relies on the roll-out of impactful global marketing campaigns. In a saturated market, where virtually every country and city are competing for

attention on the world stage, it is critical that Australia position itself as a go-to destination.

Leveraging off Australia’s status as a safe and vibrant holiday location is critical. And with several key events taking place across the country this year, such as WorldPride, the FIFA Women’s World Cup, and the Australian Tourism Exchange on the Gold Coast, there is much opportunity to attract the world’s attention.

As Queensland’s peak industry body and tourism’s voice to government, a key priority for QTIC in 2023 will be securing funding for much-needed destination marketing. We will work hard in the new year to ensure that our sunshine state’s tourism industry is best placed to tackle rising cost of living pressures and to see the return of global visitors. Although 2023 already presents some unique challenges and uncertainties, I remain confident that our tourism industry will continue along its path of recovery and renewal.

Tourism Industry Council

Johnson is the National CEO of Tourism Accommodation Australia (TAA) and interim CEO of the Accommodation Association.

Michael Johnson

National CEO of Tourism Accommodation Australia (TAA) and interim CEO of the Accommodation Association

A PM who has hit the ground running for hospitality

What a seismic year it has been in politics, not only did Labor return to power after almost a decade in the political wilderness, but the new PM ended the year on a historic high in terms of popularity. It’s an extended honeymoon not seen by any Prime Minister since the glory days of ‘Kevin ’07.’

Every new government gets a honeymoon period, but they are usually nowhere near as sustained as this. This fact is made even more remarkable given that it is in the face of spiraling gas and energy costs, soaring interest rates, the rising cost of living, and storm clouds on the international horizon in our own Pacific backyard. ‘Albo’ cuts through it all with his own brand of common-sense logic.

When it comes to the hospitality sector there is one obvious change from the Morrison era… right from the start.

In 2020 former Prime Minister Scott Morrison said “go home” to our international skilled workers, international students, and our working holiday makers (WHM). This was a short-sighted move and the accommodation sector still hasn’t recovered (you only have to look around at the large numbers of venue

restaurants closed on Monday and Tuesday in the busy weeks before Christmas, or the caps on accommodation remaining in many hotels).

Morrison might’ve said ‘go home’ but soon after coming into office the new PM told me he recognised the immense role played by international skilled and unskilled workers. At the time Labor came to office there were a million unprocessed visas, people who could be working now in our accommodation hotels and restaurants, helping us rebuild the economy and training Aussie workers. The new PM said addressing the visa backlog would be a key priority and he acted fast.

About $37 million and 500 staff were appointed to help deal with the backlog (and it's working) some 4000 WHM and visa holders arrived in just one week alone recently.

This is an example of the

pragmatic way 'Albo’ works to actually assist business, he recognises foreign workers create jobs here too. If a kitchen in an accommodation hotel can’t open because there’s no chef because a visa has been held up for months, guess what? No one works. TAA and AHA have been working away without fuss, getting results for our members by working with the new Government. This sensible approach was recognised when we were the only hospitality and accommodation group represented at the government’s September Jobs and Skills Summit. Lately, you would have seen various business lobby groups railing against the government’s new IR bill (secure jobs, better pay). We haven’t joined this public chorus, instead, we were working behind the scenes for the best possible result for our members.

We may have different points of view from the government on a range of issues, but we work within the framework the voters have given us and we do it well.

We might not always agree but each side is willing to listen to the other. All we ask of elected representatives is to have empathy for our industry and be willing to consult, and that’s what we have with this new government.

While we may have policy differences 'Albo' continues to consult, listen and tweak based on his passion and commitment to the industry and the good of the nation, and that is the hallmark of a great leader and its reaping results in the polls. The AHA looks forward to working closely with the Prime Minister and his team in the coming year to further develop policies that benefit our members and the wider community.

Stephen Ferguson CEO, Australian Hotels Association

The new PM told me, he recognised the immense role played by international skilled and unskilled workers

Positive outlook for tourism in the longer term

When ATEC members came together late last year at Meeting Place in Cairns for the first time since our borders reopened there was an encouraging sense of excitement and enthusiasm. While it has been an extraordinarily tough few years for our industry, it was clear that people are ready to get back to business and rebuild with a renewed focus and new perspectives.

Several of the speakers at Meeting Place provided our members with a very positive prognosis too. We heard from Simon Kuestenmacher from The Demographics Group who assured us Australia remained a highly desirable destination and will continue to. He believes we offer the right mix of beautiful nature, are perceived as being friendly and relaxed, as an English-speaking destination that appeals to the wealthy US market in particular, and seen as being very safe for travel.

While China has previously been a dominant force in our inbound numbers, Simon argued India, with more than 50 years of growth left in its emerging middle class, will be a highly valuable source market over the coming years. This is a market that will increasingly be attracted to Australia as more Indians migrate here for work or study and have their family visit.

Adele Labine-Romain from Deloitte revealed a breakdown of how the industry is recovering, with our domestic holiday travel regaining pre-pandemic levels while international visitors arriving here for holidays has been slow to recover, the

rebound in VFR growth has been significant. While commentators and the government are hugely positive about the future of our industry, both domestic and international, right now our businesses face significant headwinds which may lead to an inconsistent growth trajectory over the coming 18 months.

The good news is, the longer term looks positive, with recent forecasts released by Tourism Research Australia projecting international visitor spending to exceed pre-pandemic levels in 2024 with arrival numbers at $11 million by 2027 with a spend

of $48.8 billion by the same. Encouraging numbers indeed. What was clear from our conference is that there is a need to rethink how we drive the recovery. More than ever, we need to consider what tourism will look like in the future, who will be travelling, what they will prioritise, and what they want to know and see. At Meeting Place we explored some of the issues which will be at the centre of tourism in the future from the sustainability imperative to the valuable inclusive and accessible visitor market.

As we head into 2023 ATEC will be delivering a range of training programs for tourism businesses to upskill and educate their staff on the needs of key markets for the future, accessible via our Tourism Training Hub, including our range of Market Host training programs, the essential Tourism Trade Ready program and specific areas of focus, like sustainable and accessible tourism knowledge. We recognise that understanding the tourism export marketplace and how to cater to the differing needs of international travellers is vital to being a successful export tourism business, especially given the volume of expertise lost during the pandemic and the need to upskill new entrants to the industry.

The Tourism Training Hub will be a game changer for our sector. While it has been a tough few years, there is no doubt a strong wave of optimism flowing through the inbound industry as we farewelled 2022. We now look forward to 2023, a year of growth as we collectively put our shoulders to the wheel to build back this valuable tourism sector.

For more information on ATEC’s Tourism Training Hub head to our website at https:// traininghub.atec.net.au/

Peter Shelley Managing Director, Australian Tourism Export Council

India, with more than 50 years of growth left in its emerging middle class, will be a highly valuable source market

Caravan parks grant program

Australia’s tourism industry has been put to the test on many fronts over the past few years. However, these unprecedented challenges have not diminished the caravan park sector's resilience in the slightest. Now that the dust has settled on travel restrictions, operators have scrambled to rebound and resume ‘business as usual’, albeit, in many cases with depleted funds.

The federal government's commitment of $10 million to the caravan park Infrastructure Grant was a major step forward in highlighting to the nation, the growing and critical value of caravanning to Australia’s tourism and visitor economy and a positive result of Caravan Industry Association of Australia’s (CIAA) dedicated lobbying, ahead of the 2022 election. The caravan industry’s contribution to the Australian economy is nothing to sneeze at, sitting at around $27.1 billion of economic value annually, which will only grow with this well-targeted funding package.

“The $10 million grant funding will assist caravan park owners to upgrade or create new infrastructure and visitor facilities, including improvements to accessibility. This is a welcome boost for regional tourism and another important investment in the visitor economy.” - Minister for Trade and Tourism Don Farrell.

In the lead-up to Christmas, scores of caravan parks across the nation submitted their applications to Austrade for a share of the $10 million in funding. Grant applications opened on November 21, less than a month after the budget night reveal, and closed on December 22. CIAA worked with the federal department around the ease of the application process and although the timeline posed some challenges, it was feared that a delayed application closing date would

compromise the ability of some projects to meet the grant’s fixed completion date. To support industry in meeting this tight submission turnaround, CIAA dispersed information and provided support to hopeful applicants during the submission period, inclusive of an open invitation industry briefing to answer any questions about the requirements, eligibility, and process.

The merit-based competitive grant, administered by Austrade, is built on a 1:1 shared investment basis for amounts between $10,000 and $100,000 towards shovel-ready projects, with a completion date of May 15, 2024. The grant objective is the swift upgrade to, or creation of new infrastructure in caravan parks to improve the visitor experience. Furthermore, all proposed projects must align with ‘Priority 5 - Enhance Visitor Infrastructure’ within the federal tourism longterm strategy – THRIVE 2030, The Visitor Economy Reimagined.

Prior to the pandemic, the tourism sector was growing 45 percent faster than the rest of the Australian economy, the THRIVE 2030 strategy is a roadmap to getting the industry back on track, providing industry direction for national visitor economy recovery and sustainable growth in the wake of COVID-19.

The funding will go a long way in improving the overall visitor experience but will in particular, benefit regional communities and stimulate job creation in these areas, as every $1 million of economic activity created by a caravan park supports 12 full-time equivalent jobs in the Australian economy. With caravanning and

camping experiencing a growing surge in popularity, the likes of which have not been seen since the 1970s, it is becoming more and more common for parks to have little to no vacancy during peak visitation periods. The expected increase in park capacities will be fundamental to the growth of the sector, also allowing more travellers to enjoy destinations year-round. Additionally, with international visitation expected to increasingly regain confidence, the grant funding will also enable the caravan park sector to seriously compete against global offerings. This will see new or significantly upgraded visitor amenities and recreational facilities added to parks, increasing the comfort, convenience, and desirability to all holidaymakers. Projects may include anything from new guest spas and sporting areas to upgraded shower blocks and swimming pools. Consequently, increasing the attractiveness of destinations and the overall desirability of Australia to the international market.

Among the projects, we also expect to see improvements in accessible tourism throughout the nation. As the number one provider of accommodation nights, it is imperative that our sector caters to the needs of and provides safe and enjoyable environments for a growing cohort of travellers inclusive of older travellers, multi-generational families, and people with disability. We aspire for inclusivity industry-wide and want as few as possible barriers

to entry for travellers from all walks of life to comfortably experience our unique domestic destinations and take the opportunity to reconnect with nature, family and loved ones. There will be improvements to parks to make them more environmentally sustainable and reduce their carbon output. This has been largely driven by travellers becoming increasingly environmentally conscious and opting to stay in accommodation offerings that reflect their own values in reducing their impact on the environment. We may see an uptake in alternative energy sources such as the installation of solar power, amongst the many projects focusing on reducing a park’s carbon footprint and conserving the abundant natural beauty this country has to offer.

The true value of domestic tourism has recently been brought to the forefront, and with it, a renewed focus on stoking the demand for Australia’s unique offerings, building greater awareness and catering to the contemporary tastes and needs of today’s travellers. In turn, the stimulation and expansion of the domestic visitor economy will lead and contribute to the longterm and meaningful recovery of the wider tourism industry and associated supply chains.

This much needed and welltargeted cash injection is a great boon for the industry and we look forward to seeing the completed projects in 2024.

Stuart Lamont CEO, Caravan Industry Association of Australia

Quest charges into 2023

As Australians continue rediscovering their own backyard post-Covid, the newest member of the Quest franchising family says her respect for Australia’s largest serviced apartment operator only grew during the pandemic, and she’s excited to be opening her new hotel in 2023 as the 34-year old brand celebrates a year of record success.

Franchise Business Owner of Quest Watergardens, Gazal Kamali, first looked into joining the brand ten years ago.

“At that stage I wanted to go into something smaller first to dip my toes into business ownership so I purchased a battery franchise,” said Gazal. “But after watching how resilient the Quest businesses and brand were over the last two years, and how they adapted to changing guest needs, I reached out and explored the opportunity to join.”

“Quest is a business built on customer service, and that demand will always be there. As a Quest business owner I’m creative in getting to the heart of what my guests need and connecting them with the experiences they’ll enjoy in my local community.”

“I’m excited about getting started because I know from speaking with fellow Quest business owners that being a hotelier is all about heart; we’re people who love looking after people. They’re my friends and part of my support

network, I’ve never felt like there’s a barrier between franchisor and franchisee with Quest.”

Quest finished 2022 on a high with wins at the November HM Awards for Hotel and Accommodation Excellence, winning best Marketing Campaign for ‘As Local As You Like It’ and MD David Mansfield named Australasian Hotelier of the Year These accolades add to Quest’s already impressive recognition throughout the pandemic. The Franchise Council of Australia presented Quest with the Social Responsibility Award and the Excellence in Marketing Award for 2022, while Quest received Most Outstanding Industry Support: Accommodation from the Australian Federation of Travel Agents and Agile Travel Partner of the Year from BTTB.

The award-winning Quest model also received Accreditation as a Preferred Franchise system with National Australia Bank Limited (NAB), unlocking tailored support to fast track and streamline the process of accessing finance for business owners.

With four new apartment hotels set to open in 2023 and three in 2024, the impressive growth pipeline is being driven by growing demand for larger rooms and longer stays after so much time in isolation.

Rising CBD room prices are shaping the trend towards choosing rooms outside city centres – particularly for longer stays.

Quest is tapping into this trend with conveniently located suburban properties like Quest Woolooware Bay in Sydney and Quest Truganina in Melbourne, which provide guests with comfortable accommodation in growing commercial, transport and events hubs.

“Quest Watergardens meets the needs of wedding and convention centre guests as there’s just not enough accommodation in Melbourne’s north-western suburbs for the demand given we’re closer to the airport than the CBD,” said Gazal. “I can’t wait to help my new guests stay as local as they like it at Quest Watergardens.”

Gazal Kamali

As local as you like it.

Ready for something bigger?

Each Quest Apartment Hotel business is owned and operated by a passionate local, so guests get the warmest welcome when they check in, and we know the best local delights for them to check out. Together, we’re a part of the largest serviced apartment provider globally, with locations at the heart of communities in Australia, New Zealand, the United Kingdom and Fiji.

We’re looking for ambitious people with that special spark to become Quest franchise business owners, and take on the opportunity to own a local business backed by a global brand.

New modern luxury boutique hotel offers warm Kiwi hospitality

By Mandy Clarke, Editor

The Mayfair Christchurch is the city’s newest luxury boutique hotel, it opened in July 2022 to a rapturous reception.

Since then, it has att racted guests looking for a fresh take on luxury because this hotel sits at a level of quality above most of central Christchurch’s current accommodation off erings. Guests praise the hotel’s thoughtful interior design, its high-quality finishes, modern technologies, excellent locally sourced food choices, and outstanding level of service.

With a $23 million investment and after four years of work, this popular new hotel features 67 rooms over fi ve levels and its spacious suites, include premium “top of house” rooms with panoramic views through 3.3m floor-to-ceiling windows, taking in Hagley Park and the Southern Alps.

The Mayfair is the first opening for Mayfair Luxury Hotels Limited, an independent New Zealand-owned boutique hotel company, formed by Christchurch locals Sam Stapley and Glen Stapley. Both directors share a passion for the remarkable regeneration of their beloved

city, and they identified a gap in the city’s accommodation market for boutique luxury.

The Mayfair’s General Manager Rick Crannitch returned to New Zealand 18 months ago, bringing with him many years of fi ve-star hotel hospitality experience from Melbourne.

As the first appointment to The Mayfair team, he says he feels privileged to have been part of the planning and preopening of the hotel. He says he is overjoyed that The Mayfair has been so well received and adds that occupancy levels have been "fantastic".

On the hotel opening, he told

AccomNews : “It was perfect timing, we were ready to welcome guests just as the harsh COVID restrictions eased. The hotel immediately att racted a large number of domestic travellers with a strong appetite for a modern, luxury, boutique hotel experience. From day one, guest feedback has been positive, and this was very encouraging because even with meticulous planning you expect a few teething problems. The hotel’s interior design and our high level of service, along with modern technology seems to be a winning combination, that’s proven very popular with guests.”

Images supplied by The Mayfair, Christchurch. Credit: Sarah Rowlands

Images credit: Tonia Shuttleworth

On the hotel's ambiance, he says it is: “Relaxed, thoughtful, and welcoming at every touchpoint. It’s a beautiful space, complemented by attentive service."

And “Modern, minimalist and elegantly detailed”, is how hotel architect Tim Field described it. He added: “There's a timeless drama to the black exterior juxtaposed with glass, and concrete that gives the hotel an iconic street presence.”

Inside, guestrooms are extra-spacious, with elegant simplicity in mind, designed for discerning globetrotters who want to feel at home.

Leading hotel furniture, renovation and fi t-out specialist, Hotel Interiors were engaged by the owners to complete the impeccable fi t-out of the guestrooms and hotel lobby space.

Gold Coast based Hotel Interiors Business Development Manager, Kate Ifould is especially proud of the success of this New Zealand hotel project, which she describes as a fantastic achievement

given that it was completed throughout the challenging COVID lockdown period.

She told AccomNews : “I consider it to be serendipity that I connected with one of the owners, Glen Stapley in Brisbane. He was looking for a fi t-out specialist in New Zealand, and the timing was perfect for us to work with him on the project. We worked together on the furniture and fi t-out

design in Brisbane, while the building project was underway in Christchurch. When the design prototypes were complete, we sent them to the hotel for approval and tweaks before manufacturing all the furniture and joinery and installing into the guestrooms and lobby.” She described the hotel guestroom interiors as some of the most comfortable she has ever seen.

“The hotel has a tasteful and stylish aesthetic that won’t date, the feel and interaction with furnishings and décor in the guestrooms instantly promotes relaxation,” she said.

This is a testament to a solid relationship with the client, Glen Stapley, who Kate says, “was a joy to work with, he is professional, detail focused, organised and he had a very clear vision for the hotel”.

Image credit: Sarah Rowlands

She added: “Mayfair Luxury Hotels Limited has delivered an exceptional hotel and if they ever built another, we would love to work with them again."

Hotel Interiors has recently embarked on five new FFE projects in New Zealand and opened an office in Dubai.

Hotel General Manager Mr Crannitch agreed that Hotel Interiors worked well with the owner, architect and designer to deliver “a strong rich warm palette and tone that is welcoming, homely and very luxurious.”

Asked what he particularly likes about the guestrooms he said: “They are very spacious and bathed in an abundance of natural light, with big windows that open for plenty of fresh air.” On design, he said: “I like that we focused on touchpoints to improve guest experience, comfort was a priority, and everything is very functional and easy to use. We included

some of the latest hotel technologies but didn’t overdo it, instead we prioritised practicality and simplicity and I think we really got that right. "With our technology and property management systems, we focused on sustainability and aimed to reduce those annoying friction points in the guest experience, and we got that right too!”

The creation of modern, thoughtfully designed accommodation within a city that is rejuvenating but needed a luxury boutique hotel was a good business decision. This hotel was certain to attract the attention of an increasing number of travellers to this now buzzing city but the warm and welcoming Kiwi hospitality at The Mayfair will be sure to keep guests returning.

The hotel is already one of the most loved in the city, evidenced by its occupancy levels and glowing online reviews.

Images credit: Sarah Rowlands

Sue Fairweather:

“One Percenters” is about the little things

By Mandy Clarke, Editor Sue Fairweather, Executive General Manager (EGM) of ULTIQA Hotels & Resorts believes success in

this industry is about “One Percenters”. She explains it’s about “doing the little things every single day, over and over again, it’s not about the big events but the small accumulation, the consistency of all the daily little things that make a difference”.

I caught up with Sue at ULTIQA’s Freshwater Point Resort in Broadbeach, Gold Coast, where I was greeted by a beaming Sue, who says she thrives at work. This is an impressive leader who is very proud of her long and varied career and achievements which stem from a long history in Queensland’s Management Rights (MR) sector.

What attracted you to the MR industry?

I came into the industry due to ill health and being diagnosed with an incurable disease and told I would never work again in the corporate world. I’d never

not worked so I looked for a business that I could do from home. I discovered management rights and purchased my first business in Brisbane while I was in hospital in 2009.

I loved it. That’s management rights, not hospital!

Every day is different with many challenges, but I continue to love what I do. I proved the doctors wrong and have been working ever since. I still have challenges, but we all do and it’s about how we face them. You were born in Sydney and your father was an extraordinarily colourful character, from a young age you travelled the world and even lived on a far-off tropical island! But you chose to settle in Queensland?

I love Queensland, I am at my happiest close to the ocean and living on the coast.

You’ve had close ties to the management rights industry for many years?

Yes. After I purchased my first management rights business,

I also became a consultant/ licencing trainer. I have a passion to find businesses with potential to grow and develop and I’ve never purchased a business that I could not leave in better financial shape than when I bought it. Tell us about your career journey to your current role?

I was fortunate to be in the IT Industry when it was booming in the 1990s. This was a fast paced, and ever-changing environment but I always worked hard, never watched the clock and went ‘over and above’ to achieve success - this was recognised. I had wonderful mentors, was given many opportunities and several promotions followed.

After I purchased my first management rights business on the Brisbane River, I was approached by developers to set up more complexes, and then sell their management rights and train new managers.

I went on to purchase my first holiday management rights on the Sunshine Coast while managing multiple businesses

ULTIQA Signature at Broadbeach. Images courtesy of ULTIQA Hotels & Resorts

Sue Fairweather, Executive General Manager (EGM) of ULTIQA Hotels & Resorts

back in Brisbane. Then in 2018 I worked on a large project for 12 months also in Brisbane.

In 2009 I met Mark Henry (the current CEO of ULTIQA) at Resident Letting Agent training on the Gold Coast and we became friends. In 2019, over a coffee, he asked if I was interested in managing a resort for ULTIQA on the Gold Coast. I replied that although I was not a ‘Gold Coast Girl’, I was happy to help for a while, that was February 2019, and I am still on the Gold Coast now.

I accepted the full-time role managing ULTIQA Hotels & Resorts in 2020 after my boss Michael became very sick and sadly passed away.

Sue commenced her role as EGM during the pandemic, it must have been a challenge.

A huge one. We didn’t know what was coming our way, so we just turned up each day to deal with each twist and turn. It truly showed what people were made of. There were extraordinary pressures and stressors across all facets of life and the true attitude and nature of many people came to the fore. People learned a lot about themselves.

When I was asked to move into the EGM role, I simply considered

it to be a way for me to help others. It was a pandemic, so we all had to do whatever it took.

Why ULTIQA?

ULTIQA is a unique company with the best people in the industry. Mark Henry is wonderful to work for and when he offered me the EGM role, he supported my vision for ULTIQA’s Hotels & Resorts going forward.

Here, I feel we can all make a difference every single day.

ULTIQA has been developing and expanding?

Yes. We have a new building, ULTIQA Signature at Broadbeach that we have settled on late December 2022. We will be officially open in the next month and we are working through the teething problems with a new building set up at the moment.

It’s been exciting for me to work on a building before it opens, and to set up systems and processes based on our experience to ensure the building will be managed in the most efficient way possible.

What still excites you?

It is an absolute joy to mentor and guide less experienced staff and managers. The industry is complex and multi-faceted, and it excites me to share my

knowledge and experience with others. I am happy to give my time to anyone who genuinely needs help and assistance, in and out of ULTIQA.

What has been your biggest challenge?

We all lose our way and purpose at times. I was not blessed with my own children, although I tried for a very long time with IVF. To accept that I would never have my own children was very difficult and to find my way back from that was extremely hard. Although I’ve always loved to work, it was a challenge to find my path again but then I found my ULTIQA family and a new purpose.

What makes a good leader and what are you most proud of?

I believe a good leader is one who has integrity, is passionate about what they do, can inspire others, has the confidence to make difficult decisions, has an open mind and is able to embrace failure.

I am most proud of the team I get to lead every day. They are brilliant, talented and make me look great. When you stay at a hotel what impresses you most?

The staff. Friendly, happy,

engaging staff are the face of a hotel or resort.

What do you like to find in a guestroom?

I am a clean freak! It doesn’t matter how old the property is, cleanliness must always be paramount.

It is always the little things that make the difference and show somebody cares

Who inspired you?

My Dad! Sadly, he passed away when I was 30 but he instilled in me to always work hard. He would say, no matter what you do give it 100 percent, always. What is the best advice you’ve been given?

I have a few …

The most important one for me is the ‘One Percenters', the little things that make a difference. But also, to always walk into a room with a smile on your face because nobody can get angry when you are smiling at them. A warm and engaging smile makes people smile back.

Finally, if you love what you do, do it more, don’t count the hours count the blessings, the joy, the laughs, and the amazing people you get to share a large part of your life with.

Integrate, automate & streamline: Make the most of your PMS

By Mandy Clarke, Editor

2023 is predicted to be the year for a new type of traveller.

Trends show guests are seeking simplicity, sustainability, convenience and comfort from a more streamlined accommodation experience.

Fortunately, accommodation management technology is continuously advancing to meet consumers needs.

Integration and automation are driving development in the world of Property Management Systems (PMS).

Accommodation experiences are required to be smarter than ever before and seamless communication with guests should begin well before check-in and continue long after checkout.

In 2023 and beyond, our industry needs to satisfy a new type of guest and their thirst for streamlined automation.

Your PMS must be able to not only manage your day-to-day

business, but increase your yield, keep guests happy and returning, improve guest experiences and services, and most importantly increase bookings.

Let’s talk PMS with some industry leaders…

Scott Arthur, General Manager, REI Master says it’s important for a fully developed PMS platform to be capable of integrating with just about anything that helps operators manage their business better. From online booking engines to channel managers, payment gateways, point of sales, mobile applications for inspections, housekeeping, and maintenance, PABX call systems, access control systems and so on…

He said: “Integration of soft ware saves time on mundane processes and streamlines the day-to-day tasks in any business. Automation removes the risk of human error on data entry or updating and it gives

operators more time to focus on other important tasks.”

He advises to “align your business with a PMS that regularly provides continual development with updates, new features, and integration capabilities”.

And he said: “If your PMS is not moving forward with the times, it is going to leave your business in the past.

“Importantly, your chosen PMS should have the highest Data Security processes in place, and I recommend working with Australian owned and based soft ware.

“Look for a PMS with advanced cutt ing-edge soft ware and app technologies that fi t your business. But also, inbuilt CRM capabilities to engage with past, present, and future guests, owners, tenants, contacts, and suppliers.

“Integrations to a PMS must be easy to use and easy to connect. Integration with a good booking engine allows guests to make a booking within

just a few clicks. Using superior PMS soft ware with enhanced communication ensures a unique guest experience and in turn, repeat business.

He added: “If your guests experience an easy, seamless and stress-free stay, why wouldn’t they want to come to stay again!”

Garth Kay, Head of Customer Success - Global, RMS Cloud, told us that a robust PMS should seamlessly connect you with any integrations or interfaces required to meet your business objectives.

He said: "Whether for an enterprise solution or a single property, its fundamental purpose is to grow your bottom line, save you, and your users, time and deliver a lasting positive guest experience.

"But what sets a good PMS apart is how innovative and up to date it is. It's vital to ensure you are positioned well ahead of your competitors with the right tech stack for your hotel and business operations.

Empower guests with contactless check-in

Deliver a mobile-friendly guest experience like no other.

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"I recommend a PMS focusing on automation and digitalisation of the guests' journey. We have seen a notable upward trend in digital locks and mobile technology because guests want to access their rooms and hotel services via their smartphones. Automated check-in allows greater efficiency within a business that motivates upsell revenue and will enable the front office and guest service teams to focus more on a seamless and customised guest experience.

"This is a simple solution but makes a considerable impact,' he said. "If you're yet to invest in an integration that automates your processes and helps save you time and money, you are missing an excellent opportunity to grow your business.

"Finding a property management system with a diverse off ering of integrated partners is one thing but looking at how advanced the cloud-based technology is vital. It is essential as you need to depend on unified and reliable soft ware that allows you to house all your partners in one place."

Finally, he advised: "Tapping into technology that meets the demands of the changing market but still reflects positive experiences, encourages guests to stay with you repeatedly and builds a level of trust in your brand and your teams' recommendations.

“Storing details and important guest information that allows you to build detailed reports is one part of helping identify your guests' needs - automating processes for easy check-in and custom room off erings to suit your guests and align with your brand for an authentic guest experience is the second.

“A powerful PMS should deliver off erings to suit guests' needs that will encourage repeat bookings and provide ultimate guest experiences.”

According to Jurgen Ortelee, Managing Director of APAC, IDeaS Revenue Solutions, the tech stack for a hotel or hotel company, first and foremost should be reviewed as a whole. “It is common that solutions are chosen in isolation which later brings challenges when further changes or enhancements are considered to the tech stack,” he said.

“A PMS is the centre of a hotel tech stack. It is the one source of truth for a hotel. A PMS houses all reservations, allows for in-house transactions to be recorded, provides statistical information and serves as a database for business intelligence at the hotel. It also stores crucial information such as inventory levels and room rates, which allows hotels to eff ectively manage

reservation sales in real time.

“A PMS should also integrate with a revenue management system, which drives the hotel’s price positioning and inventory management decisions to optimize and increase hotel revenues. A modern revenue management system uses several sources of relevant data which are fed into the algorithms to analytically derive pricing and inventory management decisions. Therefore, a PMS should be able to provide the needed transactional data and accurately execute the decisions that are produced by the revenue management system."

He advised: “A PMS should also be able to integrate with an online booking engine that displays inventory listed in the PMS with the goal of taking online reservations”.

Beyond that, he said: “Channel management soft ware assists with managing connectivity to online travel agencies or vacation rental platforms. The PMS should act as a central hub that controls, automates and accelerates a vast range of essential procedures.

What sets a good PMS apart is how innovative and up to date it is

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“Hospitality organisations that want to compete in today’s market need two-way integration so essential departments can communicate and coordinate with ease and efficiency.”

He added: “A PMS successfully integrated is a powerful tool for automation of routine tasks. A modern revenue management system coupled with a PMS can analytically assess hotel performance, market demand, deploy pricing and inventory decisions, and length-ofstay across the distribution channels accordingly.”

As a final thought Mr Ortelee said: “In summary, a PMS should enhance efficiencies and customer service, leading to increased revenues and profi ts. It is the central system that connects all parts of a hotel's technology stack. Choosing the right PMS needs to be a thoroughly researched and conducted exercise involving all departments in a hotel.”

Sylvia Johnston, Senior Executive, HiRUM, says that a PMS should be capable of integrating with anything and everything! Most importantly it needs to be able to support two-way integration with most products on the market.

She said: “When information is sent out to a check-in app, for example, actions taken in that app must also be fed back to the PMS and updated within your soft ware. Seamless two-way integration is vital in ensuring that your PMS always remains the source of truth for your business."

And she points out that because your business is unique its needs are considerable.

“Your PMS must aff ord a choice of integrations and platforms to ensure that

you have the best fi t for your business needs,” she advised. You should never be locked into a specific third party solution because it is all that your PMS provider off ers.”

Soft ware integration and automation are capable of saving time, minimising human error and maximising efficiency but Sylvia says it should do so much more than this.

“Integration opens a raft of opportunities to enhance profi tability and efficiency in any busy resort. It allows you to consider strategic options that may have previously been precluded by time constraints.

“Most importantly, make sure your PMS allows for choice. A PMS that limits your choice of the channel manager, for instance, could limit your ability to integrate to specialised channels that may be suited to your business.

“With respect to your business costs, it essentially creates a mini-monopoly and restricts you from sourcing pricing options or looking at competitor channel managers without changing your entire PMS.

“It places your business at risk of being dependent on an embedded third party distribution product that the PMS provider has no real control over."

She warned: “Consider the situation if that channel manager, was purchased by a large OTA, for example.

“You run the risk of being limited to a channel manager that may intentionally limit your choice of distribution. It may have a level of visibility over your pricing and availability that is not in your best interests to have accessible by the OTA.”

It’s vital to ensure your PMS always remains the source of truth for your business

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Spending slow-down challenges in 2023 but new opportunities too

December was a bumper month for Australia’s hospitality industry, with Aussies spending their summer holidays flocking to their favourite venues and hotels.

January, though, marked a return to ‘business as usual’ and time for hoteliers to consider a series of questions, challenges, and opportunities this year. starting with the slowdown in Australian consumer spending beginning to emerge, according to ANZ. However, Australian hotels have developed a resilience and adaptability that will enable them to seize opportunities and overcome the challenges that 2023 will, inevitably, bring. Here are some of the burning questions facing hoteliers in 2023:

Will economic pressures ease?

A combination of rising global inflation and local interest rates are putting pressure on household spending. For many Australians, one of the easiest ways to cut back is in the frequency they travel and dine and drink out which impacts hoteliers.

The World Bank has warned of the potential for a global recession, however many economists in Australia have forecast that the impact locally will likely be less severe than in many other comparable countries. While that’s not to suggest 2023 will be without economic challenges, Australian hoteliers are as well placed as any to alleviate the impacts. To do so, though, incentivising loyalty and driving retention is essential.

By Paul Hadida General Manager, APAC at SevenRooms

How can my venue incentivise loyalty as economic pressures intensify?

Customer retention is considerably more cost-effective than customer acquisition, so cultivating guest loyalty is more essential than ever. But how? SevenRooms research, which set out to determine what guests expect from hotels post-pandemic, revealed that 25 percent of Aussies want to be recognised for their loyalty status, eg., silver, gold, and receive exclusive perks for that loyalty tier.

Half said their loyalty would be boosted if the hotel was flexible with bookings affected by events like a pandemic or floods, 48 percent if they received a complimentary drink or preselection on an in-room food and beverage amenity upon arrival, and 39 percent if they received personalised offers based on their food and beverage choices during a previous visit. Personalisation and a focus on driving loyalty helps hoteliers not only overcome short- and medium-term economic challenges but build long-term growth strategies.

How do I overcome labour shortages?

Labour shortages have become one of the defining issues of the pandemic, particularly in Australia where hard border closures prevented the traditional influx of students and short-term visa holders, two cohorts the hospitality and accommodation sector are heavily reliant on. Until migration returns to pre-pandemic levels, technology enables hoteliers to do more with less. Specifically, technology that allows businesses to automate time-consuming, mundane, and non-revenue-generating tasks that once required human involvement. For example, rather than requiring an employee to manually log reservations, check in guests and facilitate payments, these processes can be automated through online bookings, contactless check-in, and order and pay via QR codes. Through these processes, hoteliers are not only able to alleviate skills shortages, but drive loyalty and, therefore, revenue too. Through the approved data collected, hoteliers can understand individual customers’ habits and preferences then send personalised, automated marketing that boosts loyalty. When businesses can automate these previously timeconsuming, manual processes they can simultaneously alleviate the impact of skills shortages and spend more time providing the face-to-face, meaningful interactions consumers demand.

a plight that affects restaurants and bars more frequently than hotels. However, hotels are by no means immune, especially those with F&B venues.

No-shows have tangible effects on business, for example, loss of potential revenue, wasted labour and produce, as well as reputational damage for customers unable to secure a room or table that remains vacant. To reduce the likelihood, clearly communicate the consequences, and even request a deposit to disincentivise a no-show and to cover your losses if it does happen. Optimise your reservation process, too. For example, by showcasing add-on or upgrade options at the point of reservation, possible through SevenRooms, you make the experience more meaningful and personalised, which boosts their incentive to attend. Some, however, do just forget.

So, consider automated SMS or email reminders with confirmation or cancellation links. And through virtual waitlists, walk-ins can be added to a waitlist in case a reservation does fail to show.

The new year again brings challenges and questions, but new opportunities, too. Economic headwinds and labour shortages will impact hoteliers, but by recognising what guests want, focussing on incentivising loyalty, and implementing technology behind the scenes, hoteliers will be well-placed to answer every question posed to them.

How

can I reduce and handle no-shows?

No-shows, whereby a guest makes a booking but fails to show up, is

By Paul Hadida, General Manager, APAC at SevenRooms, a data-driven guest experience and retention platform for the hospitality industry.

How to overcome fears & embrace guests with disabilities

Oftentimes, I’ve found it’s fear that prevents tourism operators from welcoming people with disabilities with open arms. My goal is to help you overcome those fears.

When I ask an accommodation operator, “Do you have accessible rooms?” A common answer I receive is, “Yes, but I don’t think they are good enough”.

Nine out of ten times the rooms are in fact more than good enough. So why is this such a common perception?

The answer is fear. Fear of giving a guest a less than satisfactory experience, which might result in a poor review. Accommodation providers are especially fearful of getting a bad review from someone with a disability. But it doesn’t need to be that way.

I too started my accessible tourism journey with fear. But I overcame those fears with knowledge, and ever since my own holiday rental accommodation business has consistently achieved over 90 percent occupancy levels. With almost half of the Australian population benefiting from accessible tourism in some form, it makes business sense to educate yourself and cater for this market. Retirees account for around 25 percent of those who (or may need to in the future) enjoy accessible convenience. Remember 19 percent of Australians have a disability of some form.

Here are two easy solutions to ensure your accessible rooms are booked with confidence by guests with disabilities and those who appreciate the convenience accessibility brings.

1. Accurate information

Remember, if what a guest sees online is what they get at check-in, their expectations are met. It is essential that they know exactly what features your accommodation offers. Whether you achieve this on your own website, or list it on the Accessible Accommodation website, be sure to accurately describe what you offer.

If you are unsure, then Accessible Accommodation has a threetiered rating system so that your location is qualified for accessibility. The rating system is like TripAdvisor’ s certificate of excellence but for people with disabilities.

Once you qualify, the rating is there for you to use and promote on your own website, your social media and your ATDW listing. The rating system gives both you and your guest peace of mind.

Here are some basic tips to help you with your own website:

• Take photos of the accessible bathroom from multiple angles. After all, it’s the most important room.

• Any step (no matter how small) is an obstacle with risk of a fall. Be sure to state all impeding access.

Kerry Williams Founder, Accessible Accommodation

• Grab rails in the shower are essential. They’re nice to have around the loo as well, an over toilet chair can also resolve most toilet rail issues.

2. Overcoming fear of offending or upsetting a person with a disability.

Recently, a hotel manager called me, incredibly worried his concierge had unintentionally offended a guest with a disability. Why? Because this helpful concierge had given directions to the closest supermarket. He had responded “you need to walk two blocks that way” but turned beet red when he realised the guest was in a wheelchair and couldn’t walk!

Did he cause offence? Absolutely not. People with disabilities also use the term ‘walk two blocks’. So, what is the simplest solution to ensure your employees know how to greet a guest with a visible or invisible disability?

The answer is education. Accessible Accommodation and our not-for-profit partner have released a comprehensive Inclusion Training Program that takes two to three hours to complete. The programme is designed to teach you and your staff how to create a welcoming inclusive guest experience.

It’s perfect for reception staff, housekeeping and marketing employees, and for senior hotel managers there is a separate training which includes

strategic marketing to this booming demographic.

In the course, you will hear from people with disabilities who explain how you can make them feel included and welcome.

Some examples:

• Housekeeping: Why it’s important to ensure the shower nozzle is placed low in the accessible bathroom. And the same for towels.

• Concierge: Inclusive language and protocols. Such as, why you should never push a wheelchair user without asking first.

• Hotel managers: Real life examples of good accessible practice and,

why your non-accessible rooms are also booked by people with mobility needs.

• Reception: Why a late checkout is so appreciated.

After completing the course, Nu Nizam from Aligned Corporate Residences said, “We were presented with real-life stories, examples and scenarios along with facts and figures to back the information. The key to the testimonials was that they were all real-life situationbased conversations.”

Here is a final word from me. Please don’t let fear of the unknown prevent you from welcoming this booming travel segment to your accommodation.

Images courtesy of The Accessible Group

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Refurbished guestrooms keep guests smiling and room rates soaring

By Grantlee Kieza, Industry Reporter

Furniture wears out, walls become scuffed, carpets become tired, and designs dated. But guests never tire of finding fault.

Sooner or later all accommodation providers are faced with the same question: Is it time for a guestroom refresh or can it wait a bit longer?

Michael Pavich, who has transformed the Burleigh Palms apartments with his wife Linda on the Gold Coast, says it’s essential to refurbish rooms often, to keep guests happy and room rates rising. New, more modern competition, or customer complaints about outdated rooms can force a revamp, but when is the right time for a guestroom refresh?

Mr Pavich says every five years is a good rule of thumb, but he saw the need to update his property

as soon as he took over in 2019. In the management rights sector, Mr Pavich says once owners see that they're getting bookings and their occupancy is going up, then managers can start to increase rates.

When owners see a real boost to their income it’s time to talk to them about upgrading all the appliances, putting furniture packs in, improving the beds,

bathrooms and kitchens.

And that will ensure the rates keep rising.

“When I was in the hotel industry we would do a refurbishment every five years, with paint, furniture packs and new flooring,” Mr Pavich said.

“It gives the rooms a whole new look every five years, and you can’t really lift the rates

for a property without that.

“If properties don’t update their rooms when they try to lift their rates they get a big push-back from guests online.”

Online reviews and customer feedback can be big drivers for change to a property as online reputation is vital to booking strategies.

Mr Pavich says any mention from guests about outdated facilities should be taken seriously.

Seasonal downtimes are the best option for refreshments and refurbishments so that occupancy isn’t dramatically affected, but Mr Pavich says the key to minimising downtime is having a good relationship with industry designers and contractors to ensure they do the work in the time they say they’ll do it, and at the price they quote.

“If the work drags on then rooms can be out of commission for some time,” he said.

Hotel Interiors refurbishment of Movenpick Hotel Hobart, Images supplied by Hotel Interiors

Hotel Interiors refurbishment of UrbanRest, Randwick

“But when it’s finished and the rooms have a whole new look, managers can advertise the improved look on their website and obviously charge more, keeping the owners happy after the investment they’ve made.

“Guests are happy too, because the accommodation is meeting their higher expectations.”

Room updates should be comfortable, practical, and inspiring, and even on a tight budget a change of furniture and decoration can significantly enhance the guest experience.

Mr Pavich markets

Burleigh Palms as “modest accommodation in a great location” and has tried to create the feeling of “Bali in Burleigh” with a tropical garden and pool.

He has convinced many of the owners to refurbish their rooms, ensuring a modern coastal feel with new furniture packs and décor.

be the same as you would see in a CBD hotel in Sydney, but because of the different colours and the accessories, it becomes a completely different look.

“Nowadays, I think people who stay in a hotel room want what they've got at home if not better. Some of the designs we're doing now are retro designs that were popular 40 or 50 years ago. It's a bit like clothing – it comes in and out of fashion. If a hotel or resort uses what’s fashionable now it will be dated in a few years. We've learnt so much about space management and we don’t overcrowd rooms.”

COVID, and depleted guest numbers, gave many properties the opportunity to revamp."

for a holiday because of the perception of higher quality of accommodation and facilities, our hotels on the Gold Coast can deliver that quality but with the convenience and value of a domestic location, complemented by some of the best beaches in the world.

“It is a complete package” he said.

Accommodation fit-out expert and Hotel Interiors Business Development Manager, Kate Ifould asks what do the worst reviewed accommodations tend to have in common?

Sub standard, outdated guestrooms, she warns.

changed, and guests use guestrooms and communal spaces differently. An increase in ‘Bleisure’ travel demands a rethink of FFE layouts."

She advised: “Create and select FFE that is not only comfortable and aesthetically pleasing and on-trend but also fit for purpose and will not date for at least five years.”

“In this market, tired stock with traditional layouts will find it harder to compete.”

On timing and coordinating a refurb, she said: “Plan plan, and more planning, also prepare well ahead of time.

Renowned Gold Coast hotel designer Dennis Clark says it’s vital that properties move with the times.

“On the Gold Coast everything was cane furniture once, then it moved into white-washed cane furniture,” Mr Clark said.

“Then there were the big hibiscus prints on the lounge, on the armchairs, on the bar stools and then the same print coordinating on the curtains and the tiebacks and the pelmets. Then the more modern minimalistic contemporary look crept in. That probably came to Queensland about 15 years ago. The secret is that even if you do modern furniture in a coastal hotel it's about having the influence of colours, so you introduce coastal themes in the throw cushions in the rugs, or bed-runners. Some of the furniture might

Dr Jerry Schwartz, the director of the Schwartz Family Company, purchased the Hilton Surfers Paradise and Paradise Resort Gold Coast, saying that both “excelled in terms of location and potential, but both required extensive work to make the most of that potential.”

“The upgrades to the Hilton and Paradise Resort took place largely during the COVIDinduced close-down,” he told AccomNews, “so by the time borders were re-opening and when most of the southern states wanted to head north to Queensland, we were ready with the right product in the right place and suitable for the right markets.

“We have upgraded our product so while a couple or family may have looked to go overseas

“The right refurb can yield a massive return on investment -so don’t leave it too long,” she said.

“Pressure is on accommodation businesses to remain current and competitive; they cannot wait for guestroom standards to negatively affect room rates.

“When it comes to affording a quality refurbishment there is a ‘sweet spot’ in time before your room rates take a hit. If you leave it too long there is a danger that your depleted budget may not cover refurbishment needs.”

And with so many new guestrooms coming online in 2022 and many more expected in 2023, she says competition is reaching record highs.

“The market is full of new brands and travellers looking for style, authenticity, and practicality. Lifestyles have

“Planning a project during quieter periods is optimal, but a ‘rolling refurb’ can happen anytime. Remember to allow plenty of time for selection, prototyping, tweaking, and take into account lead times"

For those on a limited budget, she suggests working with an FFE specialist to decide on a final vision but if needed plan the refurb in stages. This may affect pricing given economies of scale, so that too needs to be considered.

On current interior design trends, she said: “A ‘wow aesthetic’ is definitely in. We’ve seen an increase in demand for fixed joinery, creative panelling, and curves.”

Finally, on colour trends, she reveals there is a distinct choice between neutrals - calm, natural white, and beige or a punchy, luxurious use of colour.

Hotel Interiors refurb of Intercontinental Sanctuary Cove

Dennis Clark

Make balcony & balustrades beautiful and accessible

By Grantlee Kieza, Industry Reporter

Balconies and balustrades can be decorative, delightful, and even romantic. But building or refurbishing them can be traps for the unwary.

They are subject to strict building codes that take most people by surprise.

The Australian climate batters balconies and balustrades, and they can quickly become damaged and unsafe. But tread carefully when making any changes to them.

Building compliance expert, Lynda Kypriadakis, the Managing Director of the Diverse Group of Companies, told AccomNews that building or renovating balconies and balustrades demands work that needs to be certified and which requires an engineer at the planning stage.

“If the work is not certified it isn’t covered by insurance,” Ms Kypriadakis said, “and there are many liability issues involved. Many people looking at renovating a balcony or changing the balustrade simply aren’t aware of what’s involved.”

Unlike most other structures in a property, balconies are constantly exposed to the elements, and the integrity of the structure is always at risk. This makes regular checks and maintenance crucial.

Some of the common causes of deterioration in a balcony can include tile movement and breakage, porous grout or deteriorated grout. Waterproof membrane failure is often

caused by the use of inferior products or the corrosive effects of time and pooling rainwater.

Balcony waterproofing is a common failure that is expensive to fix.

The best way to stop the waterproof membrane from failing is to have professional experts regularly check and repair any damage to the grout and sealer.

The legal requirements surrounding balconies and balustrades can be something of a minefield and it’s important to speak to experts when contemplating any changes or renovations to them.

As well as the safety and building compliance issues involved there are also important accessibility issues to consider, issues that if ignored make a property less welcoming for a large percentage of potential guests and which can cost a property a small fortune in the loss of repeat business.

There are many inexpensive ways to create or refresh a balcony into a style icon without compromising safety or accessibility.

And glass can be a balcony’s best friend!

A balustrade is basically a low wall forming a parapet to a stairway, ramp, balcony, or raised level. The law requires that barriers must be built in any area where people can move through where there is a difference of one metre or more in level. These balustrades must meet numerous safety criteria ensuring they stand up to wind, load, or people leaning on them.

Some balustrades have a prescribed method of glass selection and installation but it is a complex area needing professional advice.

For any barriers more than 5m from the ground or floor level, the revised standard now requires that only laminated safety glass is to be installed.

In the Sunshine State, balconies are very popular, older balconies are often made of timber but all need to withstand adverse subtropical weather.

Queensland Government’s Department of Communities, Housing, and Digital Economy says that from 2002 to 2012, there were 936 presentations to emergency departments in Queensland resulting from falls from a balcony, and in June 2010, following the collapse of a pre-1940s deck, the Brisbane Coroner recommended occupiers of all residential dwellings with a timber deck or balcony have them checked for structural integrity.

Routine maintenance on balconies is essential.

Termites can quickly tear a timber balcony to shreds therefore all timber construction should have a termite management system.

Wood rot occurs due to high levels of moisture, often when two pieces of timber are in contact, trapping water.

Timbers exposed to the weather should be properly painted to repel water and moisture. Any areas of a balcony that are often damp should be checked immediately.

Damp can also occur when pot plants without bottom plates or feet are placed on the deck or balcony. Soil and other debris should be cleared. If decay occurs in structural timbers the government urges that expert advice be immediately sought to establish the implications for the structural integrity of the deck or balcony.

Kerry Williams from The Accessible Group often advises hotels and apartment buildings on how to make rooms and balconies accessible for people with disabilities.

“There are strict building codes for new accommodation offerings,” Ms Williams said. “You must have accessible rooms according to the code, but what seems to be overlooked are the balconies. They almost always have steps, and even a small step can be the equivalent of a mountain for people with disabilities.

“That can make the accommodation experience for a disabled person less than enjoyable, and those guests will likely not go back to that property.

“There are simple and inexpensive solutions, though. If there is a small lip to the balcony an inexpensive rubber threshold can be used. It’s a durable, costeffective solution that can make all the difference to a disabled person, ensuring they not only return but also share their experience with all their friends.

“If there is a bigger step, inexpensive metal ramps can be used.

“Almost 20 percent of the Australian population have some form of disability, and then you have other people such as retirees who might have a bad hip or other mobility issues. Things like ramps are inexpensive ways to appeal to a lot of people.”

Ms Williams also points out that glass balconies are preferred by guests who use wheelchairs and want to enjoy views.

“This is an issue that is often overlooked,” she said.

“I ask everyone doing hotel refurbishments to sit in a chair before they take in the view because that’s the exact position for many people with disabilities.”

Glass balconies are preferred by guests who use wheelchairs and want to enjoy views

Oxford House: An unassuming oasis now welcoming guests

By Mike Parker-Brown, Industry Reporter

A property, once described as a brutalist and irreverent landmark on the southern end of Sydney’s famous Oxford Street has been recently transformed into a modern hotel and proves that with the right renovation and design approach, even one of Sydney’s most unloved assets has much life left in it.

Oxford House is the latest in an impressive line-up of new

venues to open for Public Hospitality, a lifestyle group guided by a vision of Jon Adgemis and Peter Crinis. The group seeks to uncover the potential of heritage buildings and restore them to their former glory.

Positioned as Paddington’s first lifestyle hotel it now off ers guests a true urban oasis.

Oxford House’s design takes its cues from an understated but stylish Palm Springs aesthetic which Principal Designer at Public Hospitality, Tom de Plater said is an inspired transformation of a historic property and an exciting new addition to Sydney’s overall hospitality off ering.

When built, sometime between 1965 and 1975, it was called the Paddington Terrace Motel and off ered short-term residential accommodation. When acquired the building was in prett y rough shape and the renovation process involved “peeling back the layers that had been added over time”.

Mr De Plater told AccomNews : “This was a unique opportunity to create an accommodation first for Paddington.

“Given the hotel’s enviable location, with famed shopping, nightlife and Allianz stadium, all within walking distance, and the beach and city a short drive away, we wanted to create a space that really felt like an

unexpected escape. A hotel that was as relaxed as Oxford Street is lively.” He said.

“Whilst we took design notes from the sleek lines and muted colours of Palm Springs, it was important that Oxford House eff ortlessly threaded into the cultural fabric of Paddington, so art and design was key.

“Each part of the accommodation has a distinctive and unique place in the re-purposed precinct with the muted palette and curiously selected items populated throughout the corridors and walls, acting as a blank canvas in a mark of acknowledgment to the site’s wider context in history and place.”

All images supplied by Oxford House Hotel

To this end, Public Hospitality collaborated with culture king, designer George Gorrow to showcase an incredible collection of art, paintings, photography, collage, printmaking and sculpture from artists including Lena Gustafson, Adam Turnbull and Niah McLeod throughout the property.”

Sustainability and environmental factors too have featured strongly in the refurbishment.

“As a business, our model is one of sustainability; cultural, social, and historical,” Mr de Plater said. “We look at each building as a project that needs to be respected and edited carefully.

“Our underlying approach to sustainability is to establish the history of the building and return it as close as possible to its original intent, albeit having to include many of the constraints around today’s compliance standards.”

Oxford House offers 56 rooms and three suites including the Junior, Arts and Oxford Terrace, the latter boasting an expansive balcony overlooking the city.

The hotel’s interior features warm hues, rich textures, and an abundance of natural light while in-room features offer all the expected standards, including smart flatscreen televisions and free wifi but it is the curated additions that sets Oxford House apart with luxury body products, bespoke mattresses and Australian linens, custom bathrobes, slippers and coffee machines.

Exclusive to hotel guests, is the Oxford House pool, lined with greenery and

relaxed lounge seating - a truly unique space that offers guests an urban sanctuary, a place to relax and unwind.

Oxford House also has a first-level heated swimming pool, and a pool bar and courtyard situated outdoors but furnished with large canopy umbrellas to protect patrons from the elements.

On the renovation of the outdoor area, Mr de Plater said it was “designed to provide fun in the sun” and it is “brilliantly alive at night”.

Much thought has also been given to visitors with disabilities and the hotel’s levels are readily accessed via a lift.

The Oxford House dining experience offers all day dining in a relaxed and welcoming space serving up modern Australian cuisine by Public Hospitality Group’s Group Executive Chef, Nick Mahlook. Happily, Oxford House has been well received by guests. Since opening the hotel has experienced a “very strong interest from leisure and local travellers who have been very excited about their accommodation experience”.

The renovation reveal of Oxford House closely followed Public Hospitality’s purchase of Noah’s Backpackers in Bondi Beach and a multi-level transformation of The Strand Hotel in Sydney’s Darlinghurst, now a 17-bedroom hotel with ground floor bistro and newly launched Rooftop bar. Restorations of Alexandria’s Camelia Grove, Erskinville’s The Kurrajong and Balmain’s’ The Town Hall will follow in the coming months.

Eco-conscious amenities:

Transcend guest expectations with sustainable luxury

By Sarah Davison, Industry Reporter

As environmental concerns and guest expectations rise, accommodation owners and managers need to implement sustainable practices that don’t detract from the guest experience.

Research shows that up to 95 percent of the plastic used in hotel rooms ends up in landfill, adding to the 20 million tonnes of garbage in landfill in Australia alone.

According to The Wall Street Journal, each year the top 300 hotel groups in the world dispose of an estimated 5.5 billion amenity bottles and caps.

Industry sustainability expert David Nicolas believes that sustainability is becoming increasingly important for the modern-day guest.

“Many people are becoming more conscious of their own impact on the environment, and they want to support businesses that share their values,” he said.

“Furthermore, environmental issues are gaining more attention and visibility in the media, and this is likely to continue in the future.

“As a result, hotels that can demonstrate a commitment to sustainability are likely to be more attractive to a growing number of guests who are looking for ecofriendly accommodations.”

When looking for areas to reassess your accommodation’s eco-friendly factor, there is one area that Mr Nicolas believes is key for improving sustainability.

“Hotels generate a large amount of solid waste, since soaps, shampoos, and other amenities that are reused at home are immediately thrown away in the hotel,” he said.

“Hotel enterprises can

significantly improve their sustainability by purchasing eco-friendly amenities.”

Research has shown that 20 percent of the carbon footprint in tourism destinations is associated with goods and lodging. With popular booking platforms

now including options to search for “green” travel providers, it has never been a better time to reassess your Accom’s carbon footprint.

To help you go green with your accommodation amenities, AccomNews has looked at the key areas to consider. P36

Sustainability is becoming increasingly important for the modern-day guest

Swisstrade launches SHAPE

Australia’s most innovative and advanced hotel bathroom dispenser system yet

Leading hotel operating equipment and amenities purveyor, Swisstrade is poised to help Australian hoteliers reduce plastic and liquid waste by 85% and save 40% in costs with its latest amenities dispensing system, the groundbreaking SHAPE dispenser.

One of the most exciting innovations in hotel bathroom amenities in the past decade, SHAPE - short for Sustainable. Hygienic. Aesthetic. Pump. Evolution. - is the safest and most cost-effective way for hotels to offer a premium and sustainable bathroom product, while creating a memorable guest experience.

Engineered to dispense the exact amount of shower gel, soap or body lotion with a simple press

of the finger, SHAPE delivers on ESG with a 100% recyclable, 300ml dispenser that eliminates up to 25 single-use portions, plastic and liquid waste by 85% and saving 40% in costs.

For maximum hygiene and safety, SHAPE is designed as a closed system, with a secure precision cap keeping germs out of the factory-sealed, no-drip, tamper-proof cartridge, with smooth contours making it easy to clean and quick to replace.

While highly functional, SHAPE dispensers are aesthetically pleasing with a light, slimline, contemporary design and a near-invisible wall-mount bracket available in white, black and chrome, with an easy no-tool installation.

Peter Weingartner, director of Swisstrade said SHAPE will reshape the way hoteliers approach and deliver their guest toiletries experience.

“SHAPE is the future of guest amenities - a 100% recyclable, factory-sealed, smart looking pump dispenser system perfectly designed to increase efficiencies in housekeeping and at the same time reduce labour costs and deliver an amazing guest experience,” Peter said.

“SHAPE represents a natural progression for us at Swisstrade, where we’ve been delivering environmentally sustainable, guest bathroom dispensing systems to hotels, and lifting the guest experience with innovative and premium products, since our inception in 1997.”

Contact the Swisstrade team on 02 9979 1500 for more information on the range of luxury or lifestyle brands and fragrances available in SHAPE or visit swisstrade.com.au.

Refillable options

Traditionally hotel toiletries were provided in miniature bottles, as this was previously considered a more luxurious option than a large dispenser. However, brands progressed to refillable options that are both economical and high-quality.

To ensure an elevated experience at your accommodation, look for refillable options that use natural oils and have a luxurious feel. When possible, look for products that align with your surroundings, such as those that use native scents or tie in with local landmarks (think ocean or forest scents).

Refillable options that are wall-mounted are also seeing an increase in popularity. With the added bonus of being theft and tamper proof, refillable wall-mounted products can also allow providers to seek out additional opportunities to exceed guest expectations. Have a bathtub? Consider offering bubble bath near the tub, or a luxurious body lotion for guests to use after a day in the sun.

Source Locally

Another way to reduce your

accommodation’s environmental impact is by sourcing products locally. Purchasing goods from within your own area helps reduce the products’ carbon footprint by minimising transport, as well as fostering important community ties.

Buying locally has become a key consideration for consumers who love knowing where their products are coming from and supporting local businesses.

For accommodation providers, locally produced products such as soaps or body lotions provide another opportunity to ‘story tell’ about your surroundings. For an additional income stream, consider selling full sized versions of the products to guests directly.

Packaging

In 2018, Bali declared a “garbage

emergency” after a 20-kilometre stretch of beach at the popular tourist destination was swamped with plastic waste. Since then, consumers have become increasingly aware of the importance of avoiding singleuse plastics where possible.

For amenities, zero-waste toiletries such as solid shampoo and soap bars are a potential option. Otherwise, consider products in recyclable packaging such as cardboard or glass or biodegradable material. For ecoconscious guests, this attention to detail is sure to impress!

Formulation

When considering toiletries at your Accom, it can be easy to be overwhelmed by the options. The task is additionally complex when you consider the marketing “greenwashing”

that can make products look more environmentally friendly than they really are. Mr Nicolas said guests prefer the tourism industry to be transparent on their individual sustainability journey and avoid ‘greenwashing’. He said that this can be achieved by properly researching products to ensure you are providing your guests with the best choices.

To ensure you are selecting the best products available, look out for products that have achieved certification.

Australian Certified Organic (ACO), B Corp Certification, and the Green Tick all provide certification only to products that are kinder to our environment.

As a final note, Mr Nicolas said that taking guests on a sustainability journey with you is a worthwhile endeavour.

Communicate the changes you are making to guests and explain why your Accom believes that choosing ecofriendly products is important.

Finally, don’t be afraid to make small, tangible changes and grow from there. This will help ensure that the transition is successful and also sustainable over time.

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. 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.

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

and widely recognised ecolabels, it was awarded to the A.H. Beard Origins range of mattresses.

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.

Fully

recyclable.

Totally blissful.

Discover A.H. Beard Origins. Australia’s first truly sustainable sleep range.

The world’s a better place after a night on an A.H. Beard Origins bed. Handmade in Australia using locally sourced wool, naturally hypoallergenic fabrics and the world’s first fully recyclable pocket spring system. You’ll enjoy nights of perfect rest, without disturbing mother nature.

To learn more about A.H. Beard Origins and for details of your nearest stockist, visit ahbeard.com

Pros and cons of offering pet-friendly stays

By Mandy Clarke, Editor

More and more people are wanting to travel with their furry companions, but not everyone is an animal lover, so should you offer pet-friendly accommodation or not? Let’s look at the pros and cons…

With pandemic lockdowns, the number of dog owners surged. More Australians are pet-owners than ever before, with many millennials viewing their dogs more as children than pets.

A study conducted by Kelton Research found that 81 percent of people consider their pets as equally important to the family as children, and 78 percent of women consider themselves a 'dog mum' rather than a dog owner.

And studies show that these pet parents are willing to spend big on their ‘fur babies’. They want to take their furry friend along on their travels, but hospitality housekeepers may not be so keen, with some expressing cleaning concerns.

AccomNews explored the benefits (or not) of offering pet-friendly stays.

Pros:

• New clientele: Allowing guests to stay alongside their pets is a sure-fire way to secure some additional bookings. Particularly if your accommodation is located in a regional or remote area, opening your stay up to pets is bound to snag those travellers who may be relocating or on long road

trips. Tap further into this new client base by clearly advertising your ‘pet-friendly’ status and make your accommodation known to breeders, dog groups and kennels within the local area.

• Additional revenue: Charging a 'pet fee' allows you to upsell your accommodation to those travellers with pets. Additionally, charge for extras such as a pet bed, pet crate, or a special ‘pet room service menu’ can open

other sources of revenue. Guests travelling with pets are likely to pay additional costs if it means they can travel together, and ‘renting out’ some pet essentials so can travel lighter.

• Inspires loyalty: Travellers who know their pet was comfortable and well-received at your accommodation, are more likely to return. Additionally, they are likely to tell friends and family about their positive experience.

• Loyalty: Welcoming pets into your accommodation is a simple way to create a group of loyal and returning guests.

• Chance to exceed expectations: Pet owners love when others treat their beloved furry friend like a VIP. Welcoming pets into your accommodation provides ample opportunity to exceed guest expectations and earn some rave reviews.

Tip: Keep a jar of treats behind the desk for any four-legged guests, and a water bowl outside.

Cons:

• Extra cleaning: It goes without saying, inviting pets into your accommodation will result in extra cleaning. In addition to accidents, even the most well-trained pets will leave hair or drool behind. Ensure to account for additional housekeeping, by factoring the cost into any 'pet

fees' you implement. Additionally make sure you have commercial cleaning equipment and products that can cope with the extra mess. A commercial vacuum and carpet cleaner that are eff ective at removing pet hair is highly recommended.

• A negative impact on other guests: Staying in an unfamiliar place could lead

to additional stress and anxiety for any four-legged guests. However, barking and whining could be a deal breaker for others. Keeping pet-friendly rooms on a dedicated floor may mitigate this.

• Legalities: While we like to think that all pet owners are responsible, there are always those that like to push the

boundaries. Opening your accommodation up to pets could allow antisocial dogs to come and stay. Ensure your business’ public liability insurance covers any injuries or damaged property because of a guest’s pet. Have guests sign a waiver to release your accommodation from any liability if their pets are injured during their stay.

Four-legged friends’ policy

It is more than likely guests will want to check-in with their beloved dog, but what if they have a more eclectic taste in friends?

You must consider making a call on what animals are included within your welcome policy. Ask yourself do you really want a pet rat or snake loose in your resort?

Think carefully about what pets you are comfortable hosting and be prepared to discuss the issue with your guests.

Do not disturb

Providing the ultimate outdoor BBQ area for guests

By Sarah Davison, Industry Reporter

In Australia, barbecuing is a way of life. For travellers, nothing quite says ‘holiday mode’ more than enjoying a delicious outdoor barbecue with family and friends after a long day of exploring.

Providing guests with an outdoor barbecue area with all the amenities is sure to impress, but before you look at upgrading your barbecue and its set up, AccomNews spoke to two leading industry suppliers about all the latest information, current trends, safety considerations and technology for commercial barbecue equipment and accessories.

“Simplicity is key for public use; lack of complexity means they are easier to use and maintain.”

And in the event of a barbecue emergency, Mr Conradie is a proponent of purchasing Australian made to ensure you have access to a local, in-house support team.

On usability and cleaning he says there’s nothing worse than heading to a communal barbecue for a fun day out, only to find it is not functioning or has not been properly cleaned.

“A barbecue that is clean and ready for use is essential for accommodation properties,” he said. “You should also encourage guests to do their part and provide accessories so they can clean up after themselves.”

Mr Conradie recommends you provide a scraping tool for stubborn residue as well as a stainless-steel scourer to help remove any burnt food.

Paul Conradie from Christie Barbecues told us, unlike a barbecue set up at home, hospitality barbecues have additional requirements to withstand heavy use. For guests on holiday, an ‘out of order’ sign on a communal barbecue could spell major disappointment.

He said: "To ensure your barbecue set up is always ready for use, it should be suitable for harsh outdoor weather conditions and high and continuous usage.” But he warned against purchasing a domestic barbecue with “all the bells and whistles”.

“The focus for accommodation properties should be simplicity,” he said. “Choose a fit-for-purpose barbecue engineered for high usage that is safe, reliable, easy to clean and maintain.

And he says consider a “barbecue hood that can be closed while cooking because it will not only trap heat and flavour but also improve energyefficiency while stopping smoke and grease splatter from creating additional mess”. Furthermore, he suggests that the grill and flat plate should be removable for off-site repair and servicing when required.

He said: "Open-flame barbecues can pose an environmental safety risk. They can cause forest or domestic fires and are a potential risk for personal injury. Hazards can be mitigated by using products designed explicitly for unmonitored use by the public in shared spaces."

Mr Conradie prefers stainless steel surfaces “because they do not deteriorate and are easier to clean and maintain”.

And he says, remember barbecues are used to prepare food “so avoid using harsh, toxic cleaning chemicals, instead use enzyme-based cleaning solutions that provide a safer, non-corrosive option”. P44

Images courtesy of DA Christie

Image courtesy of Greenplate

Paul Conradie

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 inhouse 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.

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.

Gas innovation

A pilot light will consume a 9kg 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.

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.

Peace of mind

Christie is the only company dedicated exclusively to manufacturing communal barbecues. We focus on providing the safest, most reliable, most energy-efficient products on the market. We have qualified staff to assist you with the best solution for your needs, and industry-best support. We ship all our products within five days and spare parts within 24 hours. With reticulated gas, bottled gas, and electric options available, it’s easy to create the best possible cooking amenities for your guests.

For more information, please visit www.dachristie.com

Barbecues for everyone

Our gas and electric barbecues offer unbeatable quality, reliability and value. With over 50 years of experience as a trusted provider to the leisure and tourism industry, you are in safe hands with us.

www.dachristie.com

Superior barbecue technology.

He added: “Once again, simplicity goes a long way, especially to ensure guest safety. When operating the barbecue, consider implementing preset times and temperatures, we live in an increasingly multicultural society so assist guests of every nationality to safely cook up a storm.

“Communal barbecues generally do allow the user to push a button, cook and leave. A preset temperature and cooking timer eliminates the need to provide complex instructions in multiple languages.” Finally, we asked, what accessories should a barbecue not be without?

Mr Conradie replied: “Barbecue tongs are the go-to accessory, but there are several other essentials.”

Alex Kimmins, Production Manager, Greenplate, Sustainable Product Solutions revealed some additional factors that you may not have already considered when selecting a barbecue for your accommodation property.

He said: “When you purchase a barbecue for a common area, cabling is usually required and

different barbecue manufacturers have different instalment specification requirements.

“However, if you choose a more energy efficient barbecue it will not only reduce ongoing power costs and carbon emissions but also require smaller sized cabling and this will reduce the initial installation outlay.”

In his opinion the most important features of a hospitality barbecue set up are “reliability and cooking performance”.

He advised: “Ensure the barbecue is reliable, performs well and is supported by a strong warranty.

“Furthermore, check if it is well

insulated because barbecues with less insulation tend to project heat outwards, and transfer heat to the bench top. This causes the top to heat up when the barbecue is operational and creates a potential safety hazard to the operator.

“Importantly, remember a barbecue in a common area should be protected by a lid or cover to prevent water from overfilling the internal waste buckets. A cover can also enhance the overall look, tidiness and cleanliness of the barbecue set up in a common area."

Sustainability is extremely important to the modern traveller and guests want to see more environmentally conscious choices made by their accommodation provider.

AccomNews is curious about sustainable barbecue solutions, we asked what are the important considerations and what is on trend?

Mr Kimmins agrees that sustainable trends have begun to influence customers more when they are choosing the correct barbecue for common areas.

He said: “The key is finding a product that uses the least amount of energy but also does not compromise on the cooking performance."

“If you want a more sustainable barbecue you must focus on its reliability and learn about the product’s end of life. Also ask if the barbecue can be recycled at the end of its operation.”

Image courtesy of Greenplate

Alex Kimmins

Beyond escapism: Profiting from a sustainable travel narrative

Tourism is often marketed as an escape from reality, as something pristine and perfect. This perception of the ‘perfect’ place or experience is so subjective anyway. The messy nature of life is what makes it interesting and rich.

The complexity of travel is also what makes it worthwhile. We wouldn't travel if everything were as mundane as our lives at home!

Admittedly, all travel doesn’t always come from a place of dissatisfaction but more often from a desire for novelty, challenges, connection to nature, feelings of awe, and direct experience of different cultures.

Travelling for food, for example, has nothing to do with avoiding personal problems back home. This is a perennial desire to escape; sometimes we escape through mental fantasies, and sometimes we escape through physical places.

'Escape' doesn't have to be negative.

YouGov surveyed 13,375 consumers across eight key markets recently to find out what they want from their next vacation. Nearly three out of five consumers say they need a break from routine and home life (61 percent in France, 59 percent in the UK and 56 percent in Australia).

For example, the pandemic travel restrictions in Melbourne triggered a revenge travel phenomenon.

The travel industry has been using this ‘escapism’ sentiment to improve their fill rate long before the pandemic, and this latest ‘revenge travel’ phenomenon has just further fuelled it.

Isn’t this just a short-sighted numbers game leading us right back to over-tourism? The rhetoric in tourism has been that more

visitors bring more spending, business for the destinations, jobs for the community, and more tax revenue for the local governments. A destination's economic activity may go up, but it may also negatively influence social cohesion (Andrews & Stronach, 2020; Akaroa Voice, 2020).

These increased visitor numbers can be so devastating to the local community and the surrounding environment when they exceed destination capacity, which mind you often has limited infrastructure to support it. Leaders in tourism are no exception to focusing on shortterm, more urgent obligations.

As an extractive industry, traditional tourism cannot be easily controlled due to its widespread nature as it relies upon the movement of people to destinations incorporating long and complex supply chains including transport, accommodation, hospitality and entertainment.

Could engagement in sustainability not only benefit the planet but also the hotel's competitive position?

By reducing production costs or commanding higher margins, regenerative tourism offers economic benefits to the hotel’s bottom line.

Nevertheless, while sustainability has become increasingly

important to leisure and business tourism operators, some still struggle to make a business case for it.

With cash flow so disrupted by the pandemic, some are in a real bind. To be sustainable, the system, business, community or individual must be really resilient to shocks and change.

In fact, sustainability can not only lower business costs, it can create a powerful avenue for revenue growth and attract like-minded partners, opening doors to new opportunities.

Which hotel sustainability initiatives offer the greatest competitive advantage?

Cost-saving hotel sustainability trends and initiatives include the following:

• Energy conservation with clear energy installations like solar panels and wind turbines.

• Reduction in single use plastics, cleaning products and many other hotel amenities.

• Food waste reduction and efficiency.

• Sustainable hotel designs and constructions practices.

• Local food products procurement saving on delivery costs.

• Incentivising guests to make more sustainable decisions during their stay.

• Operational changes and green teams.

• Providing electric mobility vehicles such as scooters and motorbikes for hire.

• More circular supply chains.

For tourism to be truly symbiotic, it must be assessed and measured, build community support, facilitate environmental improvements, restore biodiversity, and enhance cultural heritage.

In most cases though sustainability is not embedded into business processes by design. Procedures and criteria for decisions were designed in a pre-sustainability era where profit was all that mattered.

Sustainability initiatives will always be neutralised by corporate bureaucracy as long as traditional thinking remains the norm.

Sustainability metrics tend to be fragmented, inconsistent, and lack a common standard.

Often, the hotels ESG reports contain inaccurate, unverifiable, and contradictory data, without accounting rigour. Scaling sustainability requires empathy, openness, collaboration, and trust.

So, it's important to change the narrative, but it won't work without observable changes in leaders' actions, behaviours, and decisions regarding their employees, customers, suppliers, and communities.

A hotel can absolutely gain a number of competitive advantages by positioning itself as an eco-hotel in its marketing, if it understands how to convey a consistent message that leads to a desirable position as a sustainability champion. Creating a favourable microclimate for staff and guests and increasing occupancy rates at the same time.

David Nicolas is the founder of Reson8 marketing agency. A well-being evangelist and former Optometrist, David now works with well-being including hospitality brands to communicate sustainability and well-being initiatives in their business more effectively. It is his goal for more purposeful brands to feature a "sustainable tab" on their website.

David Nicolas Founder, Reson8

Providing eco-friendly water solutions for guests

By Sarah Davison, Industry Reporter

Australians buy almost 15 billion plastic bottles every year and many of these end up in landfill or in our waterways.

According to reports from volunteers from Clean Up Australia Day, one in ten items found were related to plastic drinking bottles.

Additionally, according to Sustainability Victoria, it takes 3 litres of water and 250 ml of oil to produce 1 litre of bottled water.

This is not only taxing on the environment but also purchasing bottled water is an added unwanted expense to your business. To alleviate this, consider alternatives.

Sustainable tourism has seen an upward tick over the past few years as consumers seek out more eco-friendly options.

Especially if your accommodation is located in an area of natural beauty, reinforcing your accommodations’ commitment to environmentalism is sure to impress.

To help you consider the best water solution for your accommodation, AccomNews looked at all the latest technology and choices to help guide your decision.

Sustainable guest drinking water

Providing bottled water to guests is not only pricey, but it also results in a significant amount of plastic waste. As guests turn towards eco-friendly and sustainable options, it may be less desirable to continue to provide bottled water.

While many people now own their own refillable water bottle, consider gifting branded water bottles to guests. Not only will this reiterate your accommodation’s commitment to sustainability, but it will also leave a lasting good impression.

Alternatively, a number of brands are now selling water in recyclable containers such as a carton or boxed water, aluminium cans or glass bottles. Where reusable is not an option, 100 percent compostable products could act as an alternative.

However, with recyclable bottles there is a need to help guests dispose of them. Ensure you have ample recycling bins available for guest use.

Water coolers and fountains

After a long day of exploring or travelling, your guests will likely be returning to their accommodation a tad parched. Whether bottled in glass or plastic, providing bottled water to guests requires additional storage and constant monitoring of stock.

As a more long-term solution to sustainability, consider installing a water cooler or fountain within your accommodation.

Providing a water cooler allows guests and staff to pour themselves a glass of water or fill up their own water bottle at their own convenience.

Importantly, to best accommodate all of your guest’s needs there are a number of water fountain designs to choose from. Carefully consider installation in the space and height, remembering to provide access for your guests with disabilities and wheelchair users. Choose refrigerated or not, freestanding, space saving, or wall mounted. Think about

whether you want an all-in-one drinking fountain and water bottle re-fill and if it should be sanitary with a no-touch auto sensor activation or foot pedal.

Remember you can also install a water station outside; a perfect solution for an open plan tropical, golf or activity resort, for an accommodation where the reception area is short on space and of course for holiday parks.

Filtered water solutions

Either freestanding or installed in a bench top, filtered water solutions are important when considering swapping out bottled water. Particularly if your accommodation caters to international guests, easy access to filtered water may be a high priority.

For example, a 2021 study found that approximately 61.4 million people in the U.S. did not drink their tap water as of 2017-2018. Also, of concern with consumers is to ensure the safety of water, given the COVID-19 pandemic, a number of filtered water solutions

now have ‘contactless’ options for an added peace of mind.

Additionally, the rising literature surrounding microplastics is another reason to ensure that your accommodation’s water filtration system is up to scratch.

Alarmingly, in 2017, an estimated 83 percent of tap water samples collected from over a dozen countries on five continents tested positive for microplastics.

Water types

Cater to all guest needs, by providing a range of easily accessible water options. Think hot water for tea, coffee, or baby formula, and sparkling for those looking for something a little bit fancy!

Popular in hospitality settings, water dispensers are a desired choice within accommodation settings too. Allow your guests to fill up their own glass or water bottle with delicious, chilled water- either sparkling or still.

Better yet, studies have shown that water dispensers can help businesses avoid up to 96 percent of plastic clutter, and significantly reduce plastic waste removal costs and environmental pollution by installing a filtered water source at your hotel. Not only for guests, but a water dispenser is also sure to be popular with employees looking to stay hydrated. Particularly in warmer climates, this could go a long way towards ensuring staff well-being and promoting self-care.

Smarter locks:

Smarter security?

By Sarah Davison, Industry Reporter

The shift from mechanical to electronic technology over the last few decades has caused a considerable change in the way we think about door locks.

The new technology has made life easier for accommodation providers and hotel employees, and added an additional level of security for guests.

However, with technology continuing to evolve, what are the benefi ts of smart locks over traditional locking systems?

In this feature, AccomNews explores some of the latest advancements in technology and what accommodation operators and managers need to consider.

Integration: Which devices and soft ware can a smart lock connect with?

The beauty of a smart lock is its ability to connect and work with other devices and soft ware. Smart locks for a domestic sett ing can integrate with your Alexa or Google

Home suite to provide a holistic experience. However, in a hospitality sett ing, it is imperative that the technology is accessible for all guests.

Some smart locks can be programmed to be compatible with a hotel’s own app, while others use Bluetooth technology. Alternatively, some smart locks use a keypad and allow the guests to choose their own pin for access.

For guests who may be less tech savvy, this option may prove to be the most accessible.

Smart hub: The role of the smart lock in an integrated smart hub ecosystem

The smarter devices you add to your accommodation, the more you're going to need a smart hub. A smart hub acts as a centralised spot from which you can control all your various devices, be it lights, locks, thermostats, and more.

For instance, when you lock your smart lock, a smart hub can tell your lights to turn off, and your thermostat to go into eco mode. This technology can mean savings in electricity

for the accommodation provider, and an additional ‘wow’ factor for guests.

Some hotels are even using smart hubs to allow guests to book their own massage appointment at the hotel spa, or order room service. This technology gives guest’s greater control over their stay and minimises the workload for accommodation staff.

Convenience: What are the benefi ts?

When considering the benefi ts of smart locks, the convenience is the clear winner. For staff, smart locks are a simpler solution than traditional key safes and operators don’t run the risk of guests losing physical keys. Additionally, smart locks allow hotel operators to provide guests with 24/7 keyless access to their room- reducing the need for staff to work night shift s.

For guests, all the above also applies, in addition to an enhanced feeling of security.

For guests on long-haul flights or who are gett ing in after a big night, knowing they will be able to securely make their own way to their room is a clear bonus.

The beauty of a smart lock is its ability to connect and work with other devices and software

Reimagining Hotel Security

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

Tel.: 1 300 796 233

assaabloygobalsolutions.com

au.globalsolutions@assaabloy.com

Mobile Access Self-Service Kiosks VingCard Locks Elsafe Safes Energy Management Minibars

The global leader in door opening solutions

Security: How secure are smart locks compared to traditional locks?

For all travellers but especially women guests who are travelling alone, guestroom security is a huge issue. Can a stranger access my guestroom? It's a terrifying fear, exacerbated by recent media headlines of intruders gaining access to rooms with a stolen key, fob, or card. But imagine the relief and feeling of safety and security that comes with being able to control access to your own room or suite by selecting a secret code for the duration of your stay.

However, in case of emergency, accommodation managers and operators can still access the room via a six-digit master code or a key override feature.

Change is never easy, and after growing up with traditional

locks you may ask yourself if smart locks are secure enough.

The answer is yes, smart locks are just as secure as traditional locks and in fact, feature additional layers of security and intel. While in many ways, smart locks behave like a traditional lock, they also track who has locked or unlocked the door. For accommodation providers, this intel could prove important if a guest has anything go missing during their stay.

Lost keys were once a security nightmare and required a new lock to be installed for guest safety. Now, smart lock technology means that lost keys are a thing of the past.

What comes next for smart door lock technology?

The sky really is the limit with smart door lock technology

and smart locks truly are becoming ‘smarter’ all the time.

According to the latest "Smart Home Access Control: Forecast, Industry and Products" report released by the market research agency Strategy Analytics, it is expected that by 2023, the global sales of smart locks will reach 26 million, pushing the market size to 2.4 billion US dollars.

For accommodation providers, smart locks are a solution to the increasing desire for a seamless and contactless check-in process. With smart locks, hotel employees can send electronic keys to guests along with booking confirmation for the duration of their stay. For accommodation providers and guests alike, the automation of this process is a win/win for both parties.

Lost keys were once a security nightmare and required a new lock to be installed for guest safety

Clean up your air:

Prioritising indoor air quality

By Mandy Clarke, Editor

Did you know that the amount of CO2 in venues often exceeds the maximum acceptable standard. It is an invisible threat because plenty of evidence shows that elevated CO2 in environments can negatively impact health, trigger headaches and cause lethargy. This can also reduce staff productivity.

Importantly, since the onset of COVID, a top priority is to ensure your venue has clean, fresh air with viral and bacterial protection for visitors. Not to mention the issue of much dreaded mould, which is a huge threat to health, especially an annoyance in Australia’s tropical climates and all damp and humid environments.

You shouldn’t wait until you receive guest or staff complaints before you get the air quality of your hospitality venues and accommodations tested.

What are the main causes of poor air quality in a hospitality environment?

• Poor building design that doesn’t maximise air flow, and lack of ventilation.

• Overcrowded indoor spaces.

• Locked windows when adverse seasonal weather discourages open windows.

• Air conditioning systems that do not provide adequate filtration and protection against viruses.

• Poor management of the indoor environment.

Given the powerful incentives

to improve indoor air quality, what are some of the solutions available?

AccomNews consulted SanAir, an industry supplier that specialises in indoor air quality, HVAC, refrigeration, mould, bacteria and virus remediation.

Director Daniel Massaioli (BSC 1982, UNSW Pure and Applied Chemistry) explains the challenges of providing clean air in accommodation and hospitality environments.

He said: “There are many methods espoused by the air handling industry claiming to be the ‘best indoor air quality’ solution. But after years of industry exposure, I believe there is no one mechanical filtration system that is the perfect solution because there is always mitigation, furthermore there are consumable product methods that can offer whole indoor area treatment.

I believe a combination of the two methods yields the best air quality outcome.”

Why? “Because germs travel attached to dusts of many forms, and filtration

or other mechanical means can only stop some of it.

“However, there is well validated evidence that evaporative gel is effective on mould, bacteria, and viruses in under 10 minutes. This type of product is proven safe, requires no extra energy because it creates a treatment envelope in the whole of the indoor area.”

Is it sufficient to just provide good indoor ventilation? “Good ventilation alone benefits the occupants of an indoor space by providing more breathable air. But good ventilation to dilute indoor concentrations of germs is, in my opinion, false security. It’s clear to me that better ventilation is important, but it doesn’t lead to healthier, cleaner indoor air.”

Really? “Yes. Interestingly, we have just received results from an independent laboratory overseas, using evaporative gel in an area which was severely airborne mould contaminated. It controlled the area very well. Furthermore, the test data showed that the outdoor area was ten times dirtier than the controlled indoor air!

“Therefore, if there had been more ventilation, the air would have just been more contaminated. Most of the issues with indoor environments are caused by new air coming into the area, as well as what the indoor space is used for."

What about humidity and mould?

“There are several ways that humidity is controlled in indoor environments, from the moisture absorbing pellets to the machines that precipitate water out of the air. However, science knows that humidity control alone does not kill mould. Rather, the humidity control is generally slow in setting, giving mould time to go dormant and survive the drop in moisture content.

“We have witnessed a massive amount of mould thrive in low humidity environments created by taking the temperature to below -7. Terrestrial germs are adaptive and will survive in hot and cold climates. Mould, bacteria, and viruses have been found in thousand-year-old ice, dormant, and came alive when defrosted. Keeping moisture under control does have some benefit but it does not prevent mould. It just causes it to go dormant, waiting to grow once conditions change.

Finally, what are your tips for cleaning and maintaining systems? “As with everything, a good regular maintenance program is a must.

“For systems that control the indoor air quality I would advise a service every three months. High volume or high occupancy areas which are controlled with an air handler and purification equipment need to be serviced/cleaned monthly.

“However, using a whole of area treatment gel product will help lengthen the amount of time between mould removal treatments.”

Specialists in risk mitigation

SAN-AIR is a microbial control technology designed to minimise harmful microbes and lessen potential exposure to customers and staff. With over 10 years experience in risk mitigation, SANAIR has been helping keep people safe at home, work and in life.

SARS-COV-2 has captured the world’s attention and highlighted the need for clean practices within indoor environments to reduce the frequency of large-scale infection.

However, SARS-COV-2 is not without proactive measures to mitigate risk, the emergence of another pandemic and the ensuing events surrounding COVID-19, is highly likely to occur in the future. (Source: WHO)

Reducing airborne microbial contamination is instrumental for improving indoor health.

SAN-AIR has been formulated with natural plant-based actives to provide ongoing microbial control, that are 100% safe for people to breathe and touch. Toxic chemicals are not used. With SAN-AIR, premises can have 24/7 protection without the need to evacuate at any time. Indoor environments are typically air-conditioned, resulting in the spread of airborne contaminants within the indoor environment.

SAN-AIR is an evaporative gel, releasing gradually into the air stream, spreading to all corners of the indoor air environment. As it encounters airborne germs, it blocks their ability to breathe and reproduce.

SAN-AIR has been independently proven to reduce airborne contamination by 55% in 30

minutes, achieving more than 99% reduction in 24-48 hours.

Complete sanitisation of all surfaces and equipment is critical

Frequent and thorough sanitisation of surfaces and equipment is achievable with SAN-AIR.

Air-Conditioning Filters – Filters trap airborne contaminants and create a perfect environment for bacteria and mould to grow. Effective and regular cleaning of filters is paramount.

SAN-AIR products will address all these contamination scenarios easily, effectively, and naturally without any harm to the user.

Risk Mitigation with SAN-AIR is affordable for everyone

In the home – SAN-AIR products

are easy to use and available via the allstatehealthcare. com.au website.

Commercial and Government

– SAN-AIR products are used in large air handling systems, cool rooms, warehouses, food manufacturing, accommodation, washrooms and many other environments.

Air-Conditioning Industry – SANAIR have been supporting the airconditioning trade for many years with a purpose specific range of products to suit all air handlers.

Professional Cleaning Services

– The SAN-AIR range of products are an excellent complement to existing cleaning regimes. SAN-AIR products enable a higher level of service to the end customer while providing safe, non-toxic products for cleaning staff to use.

Mitigating disease transmission via air-conditioning systems within indoor spaces is more important than ever.

Connecting with your guests Wifi solutions:

By Sarah Davison, Industry Reporter

For an accommodation business and its guests, connectivity is an opportunity for growth, productivity and interaction. From a business perspective, a fast and secure internet connection allows staff to do their job with ease.

For today’s guests, having accessible and fast internet throughout an accommodation is non-negotiable. Whether it’s business, pleasure or both, being able to stay in contact with friends and family, uploading holiday snaps on Instagram or binge streaming their favourite TV series, guests now demand to stay connected.

A recent study by a North American internet provider highspeedinternet.com surveyed 1000 travellers

and found that 81 percent described wifi access as an “essential” while on holiday.

Over six out of 10 respondents (64 percent) said they consider internet speed when booking a short-term rental or hotel. And nearly 90 percent said they would be less likely to book a hotel if their reviews mentioned bad wifi.

Unsurprisingly, nine out of 10 survey respondents reported bringing a smartphone on trips, while more than half (55 percent) also took their laptop with them. Meanwhile, 18 per cent said they love to travel with a gaming console such as a Nintendo Switch. It’s not all play and no work, with 65 percent of survey respondents reporting that they’ve worked remotely while staying at a hotel.

And with the rise of digital nomads and the return of the business traveller, you must ensure your wifi allows guests to catch that Zoom meeting or

meet an important deadline. If it’s been a while since you’ve assessed your accommodation’s connectivity, a clear first step is to conduct a wireless site survey.

With wireless site surveys, it is possible to test signal strength at all points of a hotel, minimising the possibility of black spots in your wifi connection.

To conduct a wireless site

survey, there are a number of free resources available online. Alternatively, speak to an expert to see how they can assist your hotel to minimise any internet black spots.

If after your site survey it becomes clear that your accommodation has some black spots, it may be the perfect time to upgrade your setup. However, knowing where to begin can be a daunting task.

The modern-day guest wants to connect multiple devices quickly, easily and securely

To help you understand the latest wifi technology on the market and current recommendations, AccomNews sat down with Time Out Internet director Judy Senn.

watch their own subscriptions without having to enter their login details to the television.

How can an accommodation’s connectivity best meet increased demand, to ensure a seamless experience for guests?

I suggest a Secure Network (SSID) within the unit or room, with its own unique password. This makes it easy for connectivity of any device, it’s what today’s guests expect and have at home.

To assist this process, there are numerous tools and apps that can be used to test signal coverage.

Tell us what the future holds?

There are bound to be technological advances that will provide faster speeds for units and rooms in hospitality

sett ings. Additionally, more Internet of Things (IOT) connectivity and smart devices integrated into units and rooms. I also believe there will be more voice command devices and integration within the accommodation sett ing. All of which will need isolation in each unit/room, not one signal across a complex.

With over twenty years experience in IT, Ms Senn knows what accommodation providers need to look out for in their internet connection and what guests are expecting from their wifi connectivity.

What are the connectivity requirements of guests today?

The modern-day guest wants to connect multiple devices quickly, easily and securely. Incredibly I’ve seen units with 30 devices connected!

Additionally, accommodation providers need fast bandwidth availability (a minimum of 24 Mbps per unit/room) and unlimited data.

Instead of switching on the television, in 2023, guests want to be able to securely cast their own content to the hotel room television.

To facilitate this, an easy solution is to plug in a Chromecast. These work immediately so guests can

Furthermore, a fibre connection to run the guest wifi, will ensure the guest can stream in Ultra HD if required on multiple devices.

What about network security?

Again, providing a Secure Network (SSID) within the unit or room with its own unique password, should help protect guest data.

Additionally, accommodation providers should have a firewall in each unit or room.

What are the best strategies to ensure maximum network coverage?

I recommend that each unit or room should have its own router, access point or modem depending on the technology that can be used at the site.

Some larger units/areas may require two or more routers, access points or modems, or boosters can be used to increase signal coverage.

Judy Senn

COMPASS ROLLAWAY BEDS

Our Compass Rollaway Beds are the perfect and convenient solution to accommodate your guest’s needs. Available in both fold-up and upright options and ranging from standard to luxury in terms of comfort and quality. All beds are equipped with a sturdy metal frame and contain a mattress holder bar at the base of the bed for that extra security. The mattresses are not only comfortable to sleep on, but provide great uniform support, with foam insulation for the fold-up beds and high-quality springs for the upright option. Our fold-up beds come with a removable zip-on washable quilted cover to keep your mattresses in tip top condition, and our premium upright mattresses contain a 3cm top layer of high-density foam and are fire-proof. With their lightweight, manoeuvrable design, the rollaway beds are sure to keep your guests happy. Don’t roll-away from this great product!

C Weatherdon P 02 9906 2202 E sales@weatherdon.com.au W weatherdon.com.au

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.

C Weatherdon P 02 9906 2202

E sales@weatherdon.com.au W Weatherdon.com.au

A COMPACT CLEANING COMPANION

High-traffic areas can be tricky to clean, and as a result, are often overlooked or only cleaned sporadically. The Vispa 35 from Comac will revolutionise the way you scrub small, congested areas. This machine replaces manual cleaning systems and floors are scrubbed, dried and hygienised in a single movement making them immediately safe to walk on. Designed for cleaning hotel foyers, restaurants, and wellness centres, the Vispa 35 offers all the advantages of a professional scrubbing machine, with compact practicality. Suitable for maintenance cleaning of floors up to 1000 sq.m. this machine is available in various battery-powered and cable-powered versions.

C Godfreys Commercial P 1800 314 580

E commercial@godfreys.com.au W godfreys.com.au

NARDI ‘NET LOUNGE’ CHAIR

Introducing the Net Lounge 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. The ‘Nardi Net Lounge Chair’ is stackable and perfect for home use or even more importantly, it’s quality and durability lends itself to commercial environments. Enquire now about the Net range or any of our resort focused products.

C Daydream Furniture P 07 5493 4277

E sales@daydreamleisure.com.au W daydreamleisure.com.au

UNIQUE CHRISTIE BARBECUE HOOD

The unique Christie barbecue hood complements the functionality and performance of our industry leading cooktops. It protects the cooking surface and remains cool to the touch at all times. The sleek, curved design lets you cook with the hood closed, trapping heat and flavour and improving cooking efficiency by up to 25%. Like all Christie products, it is designed for ease of use and ultimate durability.

C Christie Barbecues P 03 9708 2999 E sales@dachristie.com W dachristie.com

ELKAY LIVPRO

Are you tired of spending money on buying bottled water for your guests? Maintain your luxury offering whilst delivering on your sustainability goals. The sleek and modern design of the Elkay LivPro will complement any hotel decor. With this refill station, you can reduce your reliance on single-use plastic bottles, while still providing your guests with a luxurious and convenient way to stay hydrated. State-of-the-art technology provides hands-free dispensing. Filtered and chilled options are available. Upgrade your hotel's amenities and make a positive impact on the environment with a LivPro Bottle Refill Station.

C Civiq P 1300 600 300

E sales@civiq.com.au W civiq.com.au/elkay-livpro

SAN-AIR MOULD BUNDLE & SPLIT AIR CONDITIONER

Your complete mould solutions that is made in Australia starts here. It comes complete with our Mould Remover Spray, an Atomizer Gun to ensure effective coverage of the spray on surfaces and a Mould Gel to ensure the treated areas remains mould free plus spit air conditioner gel. Kills 99.9% of mould, bacteria, and germs. The only proven mould spray that contains 100% natural actives and has no harsh chemicals. The noncorrosive formulation is specially developed to eliminate mould down to the root system. As the product comes into contact with microbes, on soft or hard surfaces, it causes the mould to die, by stopping it from receiving oxygen. Eliminating its ability to grow and reproduce. Applied with a spray bottle, it can be used for general cleaning or for treating specific areas.

C Allstate Healthcare P 02 8305 0520

E russell@allstatehealthcare.com.au W allstatehealthcare.com.au

Preferred Supplier Programme

assisting the industry

BEDS & BEDDING

MANUFACTURERS OF QUALITY BEDDING QUALITY WITHOUT COMPROMISE FACTORY DIRECT PRICES

• Delivering the highest standard of product designed to give long life and superior comfort

• Two sided mattresses used across the entire commercial bedding range

• We use only the best quality re 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 benefi t from the positive experiences other managers have had with their suppliers.

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

1. 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).

2. 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.

3. 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.

4. Subject to the satisfaction of these processes and commitments suppliers

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.

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

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.

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

BED SPREADS & BED COVERING PRODUCTS

For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and effective tool for accommodation managers.