AccomNews, Summer 2024

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The essential industry guide

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Inside our summer issue

The views and images expressed in AccomNews do not necessarily reflect the views of the publisher. The information contained in AccomNews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

Front Desk...........................................................................

Editor's Note: Stepping into 2024 with greetings, gratitude & green initiatives........................................................................................... 05

Industry...............................................................................

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Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein.

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Joe Clarke, j.clarke@accomnews.com.au Dee Dawson, d.dawson@accomnews.com.au

CIAA Voice: A decade of transformation in the caravan park sector: And we are not finished yet!.......................................................................................... 09

Guests demand easy payment solutions.................................................................. 14

Marketing............................................................................

Maximising Profitability in Hospitality: The Profit-Oriented Revenue Management Revolution (PORM)................................................................................20

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Revenue Management: Unlocking financial success.......................................... 21 Supercharge your hotel's digital marketing with your CRM data....................22

Safety & Security................................................................

Unlocking advancements in door lock technology..............................................24 Security and satisfaction are locked in at W Sydney............................................26

Technology..........................................................................

Charging ahead: Innovative charging solutions.................................................... 29 Elevating guest satisfaction: The imperative of robust and reliable wifi.................................................................32 Revolutionising hotel connectivity: G.hn Technology eliminates expensive rewiring for your hotel........................33

Guest Facilities...................................................................

EDITOR Mandy Clarke, editor@accomnews.com.au

ADVERTISING Stewart Shimmin, s.shimmin@accomnews.com.au

ATEC Voice: Tourism industry's two-year post-reopening milestone........... 08

Management.......................................................................

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

PRODUCTION Richard McGill, production@accomnews.com.au

AHA Voice: AHA secures bill amendments benefiting accommodation suppliers........................................................................07

Ozone Hospitality Services committed to excellence......................................... 12

Pty Limited

INDUSTRY REPORTERS Sarah Davison and Grantlee Kieza

Sustainability Voice: A new rhythm in hoteliers’ ESG symphony.................... 06

Introducing Ozone Hospitality Services CEO Dulanka Jayaweera: A rising star........................................................................10

AccomNews, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law.

Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties.

AA Voice: Celebrating a successful year in the Australian Accommodation industry............................................................ 06

Crafting the ultimate BBQ experience for modern guests................................34

54

Food & Beverage.................................................................

How water can grow an accommodation business............................................. 36

Energy & Resources............................................................

Pathway to net zero: A guide for accommodation providers............................38

Housekeeping.....................................................................

Case Study: Verena’s remarkable journey.................................................................42 The power of in-house laundry operations...............................................................44

SERVICE Gavin Bill, service@accomnews.com.au

Dream big: Give guests the ultimate sleep experience.......................................48

CONTRIBUTORS

Global trends for sustainability from a housekeeping perspective................52

Anders Johansson, Brandon Chan, David Nicolas, Dr. Detlev Remy, Jeff Rhode, Judy Senn, Kerry Williams, Liz Lycette, Michael Johnson, Peter Shelley, Stephen Ferguson, Stuart Lamont and Tina Markowitz.

Sleeping in style: The art of bed presentation.........................................................53 QT Melbourne's rooftop bar transformation is a sky-high seduction............54

Refurbishment....................................................................

Enhancing accessibility & style in holiday parks: A winning combination.....................................................................................................57

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

- Summer 2024 04 AccomNews

60

Inclusivity: Accessibility is good business by design............................................58 Hotel Etico: A powerful “change agent”.................................................................... 60 Modernising balconies and balustrades: Safety and style in focus................62

What’s Hot....................................................................... 65 Preferred Supplier Directory.......................................... 66

FRONT DESK

Welcome to the latest edition of AccomNews as we step into 2024 with a sense of reflection and gratitude.

I feel lucky to be part of such an exciting and innovative industry, and I'm thrilled to share essential updates and insights that may shape the accommodation world in the year ahead. Most of all, I look forward to connecting with you and can't wait to attend some fantastic events in 2024. But it’s hearing from you, whether through an email, a message, or a call, that always puts a smile on my face and gives me inspiration for stories – or even just brightens my day!

Looking back, 2023 was a remarkable year for our industry, even with the ongoing challenges of staffing and talent shortages.

Then in December, the Federal Government introduced a

Mandy Clarke, Editor editor@accomnews.com.au new Migration Strategy, seen as a positive step toward addressing labour shortages, especially in regional areas. I'm confident that our hospitality associations will work closely with the government to ensure the success of this strategy.

In 2024, sustainability will continue to be a red-hot topic, with new green initiatives on the horizon. From July 1, 2024,

Federal Government employees will be required to consider the environment when booking travel. What's more, the primary measure for evaluating a hotel's commitment to ESG (Environmental, Social, and Governance) practices will be its NABERS rating (National Australian Built Environment Rating System). This system enables fair comparisons among hotels in different categories, considering star ratings, size, and so on. These government initiatives align perfectly with The Net Zero in Government Operations Strategy.

As it happens in this edition, we have a timely article sharing insights on how accommodation providers can achieve a pathway to net zero emissions.

And that's not all! Don't miss my interview with Dulanka Jayaweera. The dynamic entrepreneur who has made

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incredible strides in the hospitality sector. I was truly inspired by his journey.

EDITOR’S NOTE

Stepping into 2024 with greetings, gratitude & green initiatives This magazine is packed with captivating content, including in-depth discussions on revenue management, profitability, and guest payment systems, as well as the latest advancements in door lock technology. We also provide insights on beds, bedding, laundry equipment and more…

We shine a spotlight on inclusion and accessibility, with a heartwarming case study on innovative Hotel Etico, which is busy breaking down barriers.

Be sure to explore our 2024 guide to guestroom entertainment.

Finally, I want to extend my heartfelt thanks to all the contributors who continue to enrich our mag and the accommodation industry.

Warmest regards, Mandy.

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FRONT DESK

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AccomNews - Summer 2024

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AA VOICE

Celebrating a successful year in the Australian Accommodation industry While many businesses were on the wind down to the end of the year, our members were just getting started.

At the time of writing, our hotels are well into end of year events season and, if early numbers are any indication, New Year’s Eve will be huge in our major cities and the summer holidays will be a busy time in the regions.

Most of our members won’t get a chance to get together and reflect on the year, so it was great to see a number of our leading hotels at the AHA National Awards for Excellence in Adelaide in late November.

SUSTAINABILITY VOICE

Held at the famous Adelaide Oval, the national awards pit

world class and it is something we all should be proud of.

Michael Johnson CEO of Accommodation Australia

the award winners from each state and territory against each other. Watching the winners announced I could not help but be impressed by the sheer quality and variety of accommodation hotels in this country. Our industry and its people are truly

A big winner on the night was the Langham Gold Coast, which took out Overall Hotel of the Year in the Accommodation Division as well as Best Suite/Apartment Hotel. In fact, the Langham name was called out many times on the night with Hotel Industry Rising Star - Accommodation Division awarded to Dyan Suaco from The Langham Sydney and the Outstanding Achievement in Training award won by The Langham Melbourne.

Best Redeveloped Accommodation went to the InterContinental Sydney and Best Restaurant - Accommodation Deluxe was awarded to Altitude at the Shangri-La, Sydney.

Spicers Sangoma Retreat in Bowen Mountain, NSW was awarded Best Deluxe Accommodation, while COMO at The Treasury in Perth was judged Best Luxury Accommodation.

The first six months of our amalgamated organisation has turned out to be successful as well. Accommodation Australia now represents more than 1400 accommodation hotels nationwide.

We have 390 members in NSW, 355 in Victoria and more than 250 in Queensland. We represent every major hotel chain along with multiple independent operators. A lot of the mundane, but important, foundation work for our organisation has now been done. Our National Board

A new rhythm in hoteliers’ ESG symphony Witnessing the Brisbane Bullets at Nissan Arena, surrender a 10-point lead with five minutes left and lose the game, was just as difficult to comprehend as thinking about the club's community partnership program.

Fortunate enough to get some tickets right up close to the action, I noticed one of their hotel partners in a nearby corporate booth enjoying the usual perks for sponsoring the club. It was hard not to go online at half time to see what this partnership entailed. All I could find was that it enclosed hosting all travelling teams and supporting the Bullets.

The source mentioned something about “Fostering a valuable partnership that benefits both the team and the hotel”. It's commendable to see corporations "support" sporting organisations, but what if there were a better way to translate that generosity into measurable results.

06 AccomNews - Summer 2024

focus has been on environmental initiatives and corporate governance, but there's a growing movement to emphasise the social component. This shift invites a more profound commitment to your communities and employees, which can create a positive ripple effect that benefits your businesses and society as a whole.

David Nicolas “A hotel is in a unique position to play such an important role in a community's social welfare”.

AHA Vic's HotelCare (merged with Accommodation Australia) program is one such initiative that raises and distributes funds to charities. HotelCare has donated more than $6 million to charitable organisations since it was founded. Its annual "HotelCare Golf Day, Grange on the Range" is a significant fundraising event, with the 20th annual charity Golf Day raising more than $600,000.

As hoteliers, you might be familiar with the buzz around ESG practices. Traditionally, the

For a small hotel or resort operator who cannot afford large sporting organisation sponsorship, meeting social responsibilities can be as straightforward as engaging in local community volunteering projects or providing employment opportunities to underrepresented groups.

It's about creating a positive impact that resonates with your staff, guests, and locals.

Imagine there was a tool that helps hoteliers, big and small, to invest in social impact credits generated by volunteer generosity in their community, become reward providers for those volunteers and even

INDUSTRY

turn their staff ’s social efforts into measurable impacts.

A platform that can help you not only engage in these activities but also track and communicate your social contributions in a way that's easy to understand.

Something to help connect the dots between your brand, volunteers, and community needs. A solution where volunteering gets more rewarding, and your brand becomes part of the community's daily conversation.

In essence, the 'S' in ESG is about weaving a thread of social consciousness into the fabric of your everyday operations. It's about building a brand that stands for more than just profit, but also for the well-being of the people and the community you serve.

By adopting models like the FIREFLY initiative even the smallest hotel can perform a powerful symphony of social good that resonates with and inspires others.

The Langham, Gold Coast

is in place and the state and territory advisory committees have been established. We hit the ground running in July and have been active on many issues across the country.

We had a good win when hotels were exempt from the Tourism Levy in Victoria - and a big thanks should go to AHA Vic and AA Vic team for their

assistance on that issue.

Short term rental accommodation is a hot topic right around the country and we have developed a national policy to assist us in liaising with state and federal ministers.

We have made submissions on the bi-lateral airline agreement, the federal government’s

workplace relations Loophole Bill and are also working on the ABS review of Australia New Zealand Skills Classifications of Occupations (ANZCO) positions, which will affect migration and training funding.

We are also in the final stages of negotiation for a $10 million Austrade Grant. This has taken longer than anticipated but once

finalised it will see us producing a superhighway platform covering employment, training and career opportunities for the hospitality, tourism and travel industry.

Once again, a big thank you to everyone for their support during 2023 and I look forward to a big 2024 for our Association and our industry.

You might have read a lot in the media recently about the Albanese Government’s latest round of industrial relations reforms in its Closing Loopholes bill.

Accommodation Australia – through its sister organisation the Australian Hotels Association – has played a major role in amendments to this bill directly benefiting you, our members.

First, some background.

The Federal Government tabled its Closing Loopholes Bill earlier this year.

From the start, of particular concern to us was that a key part of the bill sought to redefine the definition for casual employees.

Under section 15A, employers would no longer be able to provide regular, systemic casual employment to those workers who are happy with it, or prefer it,

refusing to even discuss the bill with the government - Minister for Employment and Workplace Relations Tony Burke committed to the AHA that he will amend the bill to remove section 359A, the misrepresentation offence.

He will also amend the definition of 'casual' and add a note explicitly stating that it is possible under the provisions to be a casual with a wholly regular pattern of work and, importantly, also no firm advance commitment to continuing and indefinite work.

Stephen Ferguson CEO, Australian Hotels Association

and want to remain as casual.

We also believed that the civil penalty provision against employers for mistaken representations under section 359A was disproportionate and unnecessary.

We believe the amendments now provide the right balance and will ensure certainty for casual workers and employers alike. A win-win for everyone.

So, the AHA submission provided clear recommendations - in marked-up document - on how the bill could be improved.

As a result of our own initiative and negotiations – when many other business organisations were

Well, almost everyone…

It was not surprising to see the successful efforts and achievements of the AHA on behalf of our members came under immediate attack from other major business groups.

INDUSTRY

At the time of writing, those same groups are still refusing to negotiate with the government on the whole bill, including issues such as labour hire.

In contrast, the AHA did not want to run the risk of the bill going through unamended. We took the best option – and got change that we could work with, and avoided losing out because of horse trading in the Senate at the midnight hour.

AHA VOICE

AHA secures bill amendments benefiting accommodation suppliers

As much as it is good to work with other business groups where we can, our objective is that our members come first.

We make no apologies for that.

We will always try to be pragmatic and constructive in our dealings with government to mitigate risk for our members.

We won’t bow to the interests of others if it puts our own members interests at risk.

All the best for a safe and prosperous 2024.

AccomNews - Summer 2024

07

ATEC VOICE

Tourism industry's two-year post-reopening milestone This November marked two years since our borders reopened and a significant milestone for the industry.

While ATEC got back to the business of engaging members in our important trade meet ups that give our supplier tourism products access to vital international distribution networks, industry data revealed just how far we are behind preCOVID visitation volume.

What our annual Meeting Place conference in Adelaide showed was that the industry is still fully engaged, energised and committed to delivering a great tourism experience to our visitors. What the latest data reveals is that we still have a fair

Data from our neighbour sister association the Tourism Export Council of New Zealand, shows their international visitor numbers are slightly better than ours, back at around 53 percent of pre-COVID levels, but holidays are still their weakest segment in terms of rebuild. We always knew the border closures would take their toll and we would take a while to recover.

Peter Shelley Managing Director, Australian Tourism Export Council

way to go in our recovery. Once our biggest group by purpose of international visitation, overseas holiday makers, which are considered the high yield sector with a longer stay and higher spend profile, are yet to return to the numbers and spend received in 2019.

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At the same time our members have been fully engaged in rebuilding their markets and looking ahead to what the industry needs to meet the visitor of the future. That includes understanding and embracing some of the changes, ideas and innovations we face, like how do we embrace the stories of our Indigenous history as part of the tourism experience. What changes can we make though our policy debate to enhance and improve the success of our destination and what do we do with and about artificial intelligence?

This year saw ATEC deliver a huge range of opportunities and agendas for our members.

We successfully secured government support funding for our members and have continued to advocate for the retention of the three-year working holiday maker program which we know provides an essential labour force for the tourism industry. Our interface with the Federal Government has been strengthened and we have put forth strong positions across a range of submissions on issues affecting our members, including the Aviation Green paper. We have also joined up with a global alliance of tourism export bodies including sister associations in NZ, Ireland, Europe, the UK, US and South Africa, sharing common experiences and successes to strengthen our industry.

The strength of our local export tourism industry was clear when over 550 delegates turned out

INDUSTRY

for our Meeting Place event in Adelaide last month, the most successful yet. This on top of a full year of B2B local events across the country which saw over 5000 appointments between buyers and sellers.

We are pleased to be working alongside STOs, RTOs and Tourism Australia in delivering these business platforms as a very practical way of building back industry connections.

As we look to our future markets, ATEC is very proud to be the only industry association delivering high quality, targeted and market connected training opportunities. Our Tourism Training Hub has supported around 700 learners though our market specific programs which includes Tourism Trade Ready, Host programs including China, India, Indonesia, Muslim, Accessible & Inclusive as well as training on Digital Marketing and business sustainability.

And we continue to grow this suite of training with Japan and Korea Host and China Guide Ready to be launched in 2024.

Increasingly we are supporting states and regions to pull together and strengthen their tourism offering by working in regional cohorts. ATEC has long been an advocate of ‘hunting in packs’ with tourism businesses banding together to create an export ready region that can deliver a range of experiences, which helps to drive international guests to visit. So far, we have worked with 11 regional cohorts and two STOs to strengthen the commercial advantage of their tourism businesses.

As we round off the year, we have a fair way to go to regain lost ground, but we also see an industry which is readying for the future and positioning itself to deliver exceptional experiences for visitors old and new.

The caravan park and holiday park industry in Australia has undergone a significant transformation over the last decade, culminating in a period of strong and solid growth following the COVID-19 pandemic.

As the CEO of Caravan Industry Association of Australia, I am excited to witness the evolution of the sector, stimulated by the increase in capital investment and look forward to a continued positive outlook for 2024 for the industry.

Over the past ten years, the caravan and camping industry has seen substantial changes. From technological advancements in manufacturing to the diversification of park facilities the industry has adapted to meet the evolving needs and preferences of travellers. In 2022, the industry reached a pinnacle, breaking free from the constraints of the pandemic and achieving unprecedented levels of visitor trips, nights spent, travelling expenditure, and local vehicle production.

Like most industries, the onset of the COVID-19 pandemic in 2020 brought significant challenges to the industry, including travel restrictions and significant supply chain disruptions, which threatened to derail an industry already on the charge.

However, this soon changed with the sector demonstrating remarkable resilience and standing up to be the backbone of domestic tourism, with annual visitor expenditure now sitting at over $11.3 billion. The pandemic meant many Australians fell in love with their own back yard again, whether evident through a surge in demand for caravan

Federal Government, and long advocated for by Caravan Industry Association of Australia, a real focus on accessible infrastructure with many recipients expanding their accessible offerings and we will expect further investment into 2024 to cater for these important members of the travelling community.

Stuart Lamont CEO, Caravan Industry Association of Australia

and camping experiences or drive holiday experiences in roofed accommodation across the country.

One of the most notable trends in the last decade has been the confidence to invest heavily in capital investment within the sector, from both corporate institutions and private money.

This has fundamentally changed and matured the industry with more diverse accommodation options while still being true to our long-standing roots of an authentic experience for all budgets promoting a connection to the land and a sense of community.

Further, and as witnessed through the recent Caravan Park Infrastructure Grant Program by the Albanese

Tourism Research Australia, in conjunction with our own reservation data, demonstrates the industry’s recovery postCOVID-19 was marked by a significant increase in the number of caravan and camping trips, smashing pre-pandemic levels. In the year ending June 2023, there were 15.6 million trips taken and 62.8 million visitor nights recorded, both equating to over 20 percent increase from 2022. Importantly many of these trips and nights occurred in regional areas providing an economic stimulus for these local communities.

Looking ahead to 2024, the caravan and holiday park sector is poised for continued growth. The industry is expected to build on the momentum gained in the post-pandemic period, with an emphasis on enhancing customer experience through diversified

2023 Caravan Industry National Conference and Awards

INDUSTRY

CIAA VOICE

A decade of transformation in the caravan park sector: And we are not finished yet! offerings. The ongoing capital investment is likely to spur further innovation, making caravan and holiday parks even more attractive to a broad spectrum of holidaymakers.

We are expecting to see a further expansion of product offerings, designed to meet every price point and value proposition. Whether we look at luxury offerings or unpowered tent sites, there is value and an accommodation option for everyone. The investment into parks has also seen infrastructure and facilities rival that of fun parks. The emphasis on the customer experience has meant a holiday one stop shop.

With this evolution, the growth of multi-generational holidaying has an industry strongly focussed on connectedness.

Our research shows a significant number of annual domestic trips include three generations of family members or more.

Onsite clustering of selfcontained cabins alongside powered caravan sites and campsites allows families to vacation together. Shared amenities like camp kitchens, games rooms, and resort-style pools offer designated spaces for meaningful interaction between age groups. The variety of accommodation also suits families of all sizes and budgets.

The last decade has been a period of remarkable transformation for the Australian caravan and holiday park industry. The sector has not only navigated the challenges of the last few years but has emerged stronger, more diverse, and even more vibrant. With continued capital investment and an ever-evolving range of offerings, the future of the caravan and camping industry looks bright, promising a diverse and value-rich experience for travellers in 2024 and beyond.

AccomNews - Summer 2024

09

Introducing Ozone Hospitality Services

CEO Dulanka Jayaweera: A rising star

By Mandy Clarke, Editor

perspective and constantly ask, 'can I do it?' and 'what else can be done?' I've always been inquisitive and this curiosity fuels my entrepreneurial drive.

Dulanka Jayaweera is a dynamic Australian entrepreneur who began his journey at the ground level and swiftly climbed the hospitality ladder. He subsequently embarked on the path of entrepreneurship, establishing Ozone Hospitality Services, which now offers comprehensive property services to Australian commercial facilities and the hospitality sector nationwide.

Amid his bustling schedule, I had the privilege of catching up with Dulanka during a particularly demanding period for his rapidly expanding business. Remarkably, Ozone Hospitality Services has grown sixfold in just six years and currently employs over 350 dedicated staff.

“This is the peak season for our industry,” Dulanka told me. “As you can imagine, we have a lot on our plate as we approach the holiday period!”

Ozone Hospitality Services is rapidly gaining recognition as a preferred service provider for numerous hospitality accommodation businesses across the country.

Its mission is to create efficiency, effectiveness, and consistency in quality by enabling accommodation establishments to centralise their needs and standardise processes using technology.

Dulanka explained, “We prioritise quality, integrity, and competitive pricing to empower hospitality businesses to streamline all their requirements, from cleaning and landscaping to front desk services, restaurant staff, and even laundry services. Our work is dedicated to leaving a lasting positive impression and creating memorable experiences.”

- Summer 2024 10 AccomNews

“Having the right people enter one's life at the right time is equally vital.”

What accomplishments are you most proud of?

“One of the accomplishments this year that fills me with pride is winning a housekeeping contract with Emporium South Bank.

It was a significant milestone for both me and my team.”

Who serves as your source of inspiration?

Dulanka Jayaweera

The inception of the company traces back to Dulanka's tenure in hotel management, where he coordinated multiple trades and contractors to address various issues, especially those related to cleaning and maintenance.

This time consuming and costly practice led to the birth of Ozone Hospitality Services.

Before this, Dulanka was like many students, uncertain about his future career. “At 18, I moved to South Australia from Sydney to pursue a university degree,” he said. “Fortuitously, I stumbled upon a job as a concierge at The Playford Adelaide. There, I discovered my passion, and my academic pursuits took a back seat. I worked in several fine hotels, and it was during my role as the assistant operations manager at The Watson Adelaide that I crossed paths with a guest, now a dear friend, Matt.

He inspired me to embark on my entrepreneurial journey.”

Matt became Dulanka’s guiding light into the realm of entrepreneurship. He was fortunate to find an opportunity in South Australia's commercial cleaning sector, laying the groundwork for his business venture.

Dulanka, what is your story?

“I come from a humble background. My parents migrated from Sri Lanka to Australia, and our family of six lived in a modest two-bedroom unit.

Our upbringing was rooted in the values of education, hard work, and a lot of love. Despite the expectations of pursuing careers in law or medicine, I opted for a different path.”

What qualities do you believe are essential in a successful entrepreneur?

“To possess a curious spirit that flows freely, exploring the boundaries of what's possible.

To look at life from a broader

INDUSTRY

"My primary source of inspiration is my mother. She possesses an incredible work ethic and has always set a wonderful example of balancing work and family life. She has been a single parent for some time, successfully supporting and managing our family while holding a prominent position as a senior engineer for a council, operating in a predominantly male-dominated environment.

She instilled in me the values of hard work and unwavering effort.

"My friend Matt also serves as a constant source of inspiration, and I owe a debt of gratitude to the managers and operators I crossed paths with during my early career.

They had faith in my potential, nurtured my enthusiasm and played a pivotal role in helping me commence my journey.”

Is there a specific moment that significantly shaped your approach to your career?

“Yes, I had the privilege of meeting a highly successful hospitality entrepreneur who owned multiple hotels. He expressed his belief in my capabilities, which not only boosted my confidence but also propelled me forward.”

Tell us more about the range of services offered by Ozone Hospitality Services?

“In essence, we offer a comprehensive suite of services

tailored to the accommodation and hospitality sector. Our offerings span from housekeeping and maintenance to staffing solutions, including front desk personnel, night staff, bar staff, restaurant staff, as well as services like landscaping and pest control. We are also in the process of obtaining security licenses, and we have recently established a small linen facility in Brisbane.

“Our aim is to provide accommodation properties in Australia with a holistic range of services, addressing their needs from start to finish, this truly sets us apart from competitors. We are experiencing rapid growth, particularly in the burgeoning Brisbane market, and our business has witnessed significant expansion throughout Queensland.

“Our motto is, 'If we are not the best at what we do, we are not good enough.' We thrive on excelling in all aspects of our work, paying meticulous attention to the finer details that make a difference and putting in the effort that ultimately shapes the bigger picture.

“However, what truly distinguishes us is our industryleading approach to our staff and clients. We place a strong emphasis on diversity and inclusion, sustainability, and have a proactive stance toward technology. We strive to excel both as individuals and as a business.”

As CEO, what aspects take precedence in your role?

some robotics. Our objective is to be pioneers in adopting cutting-edge technology.”

“Paramount is mitigation and the implementation of robust processes.

Do you have a memorable success story?

“Building a sustainable and profitable company that fulfills all its responsibilities and obligations, including maintaining reserves for unforeseen challenges, is a top priority. Our focus remains firmly on growth, with aspirations of becoming a larger enterprise.

“Finally, compliance, encompassing aspects such as insurance, policies, procedures, and a staunch commitment to safety.

“One of our earliest and most gratifying successes was with the Headlands Hotel Austinmer Beach, which earned the prestigious title of 'Hotel of the Year – Regional' at the 2018 Australian Hotels Association Awards. The hotel team expressed profound satisfaction with our services and consistently speak highly of us.

“I look for unwavering drive, enthusiasm, a positive outlook, and the willingness to question conventions.”

“Another noteworthy achievement was when we took over the Ibis Elizabeth Street, receiving overwhelmingly positive feedback from the hotel's general manager. Such acclaim from a highly reputable operator reaffirmed our commitment to working diligently and maintain their trust.”

How does Ozone Hospitality Services stay ahead of emerging trends and technologies?

How do you attract and retain staff for Ozone Hospitality Services?

“Our ability to stay at the forefront is underpinned by curiosity. We proactively identify existing problems and actively seek solutions. If there isn't technology available that can enhance our operations, we engage with the market to either find or create a solution.

“Our approach to staffing is multifaceted. We leverage various tools for recruitment, collaborating with government agencies, external HR agencies, and maintaining an internal HR team to ensure we bring in the right individuals.

Having foresight is crucial, knowing where the business is headed and proactively networking in those locations to attract prospective staff.

What characteristics do you seek in a leader?

“We are intensifying our focus on the technological aspects of our business and are in the process of introducing

“When it comes to retention, we emphasise the provision of long-term career opportunities and prioritise mental well-being, personal life and overall happiness.”

How do you strike a balance between your own professional responsibilities and personal life?

“Currently, my professional commitments do take precedence. I find myself dedicating six and a half days a week to work. Nevertheless, I make a conscious effort to nurture my spirit because a resilient spirit enables me to be more effective in my professional life. I allocate quality time for my family and strive to be fully present during those moments.”

What excites you the most about the future of Ozone Hospitality Services?

“We have high expectations, aspiring to become a household name and establish ourselves as a leading Australian brand. Our core values of innovation, unwavering commitment to quality, and national growth remain constant.

“In the next 12 months, we aim to double the size of our business.

“However, what truly excites me is witnessing the personal and professional growth of our team in the upcoming year.

I am eager to see how they evolve and what remarkable achievements they will attain.”

The Emporium Hotel Housekeeping Staff

INDUSTRY

AccomNews - Summer 2024

11

Ozone Hospitality Services committed to excellence

By Sarah Davison, Industry Reporter

National Operations Manager Mitchell Ferguson

our clients to help create memorable experiences for guests. I also really enjoy working with my colleagues, we make a great team."

"It was a fantastic three days and there was also a lot of fun to be had in the evenings, with events like axe throwing and an awards night."

What does your typical day at work look like?

Chief Operating Officer Chamath Samarasinghe

"No day is ever the same, which is one of my favourite aspects of the job. One day I could be on the beautiful south coast of NSW, the next I am in sunny Brisbane! Generally, my work days consist of checking in with line-level staff, clients, and managers. I also attend operational meetings and review financials and profitability."

For Mitchell, the opportunity to work for a new company, quickly rising through the ranks was a "no brainer".

Why do you choose to work at Ozone Hospitality Services?

"I have known Dulanka for quite a while and witnessed Ozone Hospitality Services' growing success. So, it was an absolute no-brainer when a job opportunity came along. The opportunity to work for a company that is so innovative and rapidly expanding was appealing.

I knew Ozone Hospitality Services was something I wanted to be a part of."

What is the best thing about your job?

"The best thing about my job is being able to work alongside

What do you do to relax after work and on the weekends?

"I enjoy keeping active, so I like to attend run clubs or go to the gym before or after work and on the weekends. I also love cooking and enjoying a glass of red alongside some trashy reality TV! Weekends generally consist of trips back to Adelaide to see friends and families, quiet nights in, watching a movie, or heading out with friends."

Is there a memorable client interaction you can share?

"We were lucky enough to sponsor the BWH hotel conference and were able to travel to the Gold Coast to meet amazing industry professionals and introduce conference attendees to Ozone Hospitality Services's hospitality."

AccomNews - Summer 2024

What does your typical day at work look like?

"Each day involves orchestrating seamless operations. From managing schedules and quality control to fostering a collaborative team environment.

Adapting to all that this dynamic industry demands, my days are a blend of strategic planning and hands-on operational excellence."

For Chamath, he chooses excellence.

Why did you choose to work at Ozone Hospitality Services?

"Because it embodies excellence in housekeeping.

The company's commitment to delivering meticulous and reliable services aligns with my professional values. I am dedicated to upholding Ozone Hospitality Services' reputation as a premier provider, ensuring clients experience the utmost satisfaction and trust in our exceptional housekeeping solutions."

What is the best thing about your job?

"The most rewarding aspect of my role as COO is witnessing the tangible impact our services

The team from Ozone Hospitality Services

12

have on clients' environments.

Ensuring cleanliness and hygiene contributes directly to the well-being of individuals and creates a positive, healthy atmosphere, making every day at work fulfilling."

INDUSTRY

What do you do to relax outside of work?

"I love to unwind by immersing myself in nature. My love for the outdoors comes alive through bush walks and camping.

Connecting with nature allows me to recharge, fostering a balance between the demands of my professional role and the tranquillity of the great outdoors."

Share a memorable client interaction…

"A customer expressing profound gratitude for our team's exceptional service. They highlighted the meticulous attention to detail and the positive impact on both their PA and rooms. Moments like these reaffirm our commitment to exceeding client expectations, leaving a lasting impression of satisfaction and loyalty."

Research indicates that consumers are increasingly gravitating toward easy and convenient payment solutions when booking accommodations. Recent findings from Visa's Global Travel Intentions (GTI) study underscore the growing reliance on digital payment methods in the travel sector.

A significant majority of Asia Pacific travellers now prefer using credit, debit, and prepaid cards as their primary payment method when on the road. This shift towards digital payments has been particularly pronounced in the post-pandemic era, reflecting consumers' desire for safe and convenient payment options.

The study revealed a remarkable decline in the number of travellers carrying cash during their trips. Post-pandemic there has been a 60 percent reduction in the number of

- Summer 2024 14 AccomNews

travellers bringing cash with them. In 2023, only 31 percent of respondents reported carrying cash, compared to a substantial 79 percent in 2020. The reasons behind this dramatic shift are manifold, including the wide acceptance of cards by merchants, heightened travel security, and favourable foreign exchange rates when using digital payment methods.

Danielle Jin, Head of Marketing, Asia Pacific, Visa, commented on this changing landscape, stating: “We are witnessing a significant shift in travellers’ behaviours and payment preferences post-pandemic, with many opting for safe, digital, and touch-free payment methods.” She emphasised the importance of digital payments in enhancing the overall travel experience and highlighted the need for the travel ecosystem to support local businesses in providing secure and contactless payment solutions that align with the preferences of today's travellers.

Accommodation providers can benefit from this trend by offering a range of digital

© Adobe Stock, stock.adobe.com

By Mandy Clarke, Editor

© Adobe Stock, stock.adobe.com

Guests demand easy payment solutions

payment options to cater to travellers’ preferences, ultimately enhancing guest satisfaction and streamlining the booking experience.

Payments for guest satisfaction On the benefits of embracing digital payment solutions, Duncan Waterman, Business Development Manager – Payments at RMS Cloud, shared some insights: “In today's dynamic hotel landscape,

MANAGEMENT

advanced automation technology has shaped the direction in which we now accept payments from guests. The right payment technology ensures a swift and secure payment transaction that provides guests with a seamless payment option, enhancing their overall stay.

“Time is a precious resource for operators. Automation not only accelerates guest transactions, but it also liberates staff time.”

© Adobe Stock, stock.adobe.com

Key factors in consumer preferences for easy payments

•

•

The importance of convenience: 80 percent of respondents to a survey conducted by a leading hospitality research firm, cited convenience as a crucial factor when choosing accommodation.

This includes not only the ease of booking but also the simplicity of the payment process.

Mobile payments on the rise: Mobile payment options are gaining traction in the accommodation sector. With many guests now expressing a preference for mobile apps or digital wallets to make payments during the booking process.

Abandoned bookings and complex payments: A complicated payment process can lead to a significant number of abandoned bookings.

When guests encounter difficulties or multiple

© Adobe Stock, stock.adobe.com

•

commitment to data protection tend to gain the trust of potential guests, resulting in higher conversion rates.

steps during payment, they are more likely to abandon their reservation and seek alternatives with easier payment options.

•

•

Guest reviews and payment experiences: Online reviews and guest feedback are increasingly highlighting the payment experience as a key factor influencing overall satisfaction.

•

Payment security and trust: Accommodation providers that implement secure payment methods and communicate their

•

Personalisation and payment choices: Guests appreciate the flexibility to choose payment methods that align with their preferences, whether it's credit cards, digital wallets, or other options.

Cross-border travel and currency preferences: With the rise in international travel, accommodation providers are recognising

MANAGEMENT

the importance of accommodating different currencies. Studies have shown that guests from abroad are more likely to book accommodations that allow them to pay in their own currency, reducing the complexity of currency conversion.

With consumer preferences tilted towards easy and convenient payment solutions, it’s the accommodation providers that invest in user-friendly payment processes, offer mobile payment options, prioritise payment security, and provide personalised choices who are better positioned to meet guest expectations and drive higher booking conversions.

To ensure a seamless experience, Mr. Waterman recommends: “When evaluating the right payment technology for your property, I always ask, how well does it integrate with your PMS? I often highlight the power of being able to seamlessly combine convenience and personalisation to connect with the modern traveller.”

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Seamless payments for elevated guest experiences with RMS Pay Streamlining operations for better staff experiences: At the heart of RMS Pay’s functionality is the commitment to enhancing the guest experience. With just one click, properties can release authorised holds back to the guest within five minutes – a stark difference to the 30 day window that many still endure today. This swift process addresses a central pain point for the industry, returning funds to guests as soon as possible, avoiding discomfort for guests and staff alike.

In the ever-evolving hospitality industry, embracing advanced automation technology is imperative for operational success.

At the forefront of this revolution is RMS Pay – a game-changer in payment solutions that seamlessly integrates with global PMS provider RMS Cloud. Hotel operators are actively pursuing enhanced efficiency, security, and operational simplicity in payment management to provide an unparalleled guest experience. Discover new insights into transforming guest experience and hotel operations with RMS Pay.

One link away from more secure and fraudresistant payments: Security is paramount in the hospitality industry, and a cornerstone of all RMS Cloud products. RMS Pay introduces a new era of secure payments, featuring robust 3D Secure (3DS) payments in its Pay By Link technology. Pay By Link can enhance the overall guest

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AccomNews - Summer 2024

payment experience and acts as an alternative shield against fraud, significantly reducing the risk for accommodation providers. The Pay By Link functionality adds an extra layer of protection by requiring guests to authenticate online transactions through a code sent to their mobile device or email.

The result? A transaction that is 3D Secure, shifting the liability back onto the payment provider and away from the merchant, significantly reducing the risk of fraud and resulting chargebacks.

Comparing this to the outdated, unsecure process of taking credit card numbers over the phone, RMS Pay’s Pay By Link feature is not only convenient for guests, but a clear winner for property owners as strategic step towards a more secure and efficient payment ecosystem.

Automation is supreme for payment efficiencies and guest experiences: In today’s fast-paced world, time is a precious resource.

RMS Pay ensures swift and secure payment transactions and liberates staff time for more meaningful tasks that tangibly

add to the guest experience.

With RMS Pay, you can use automation to accelerate guest transactions by utilising automated correspondence, where guests receive a Pay By Link prior to their arrival, allowing them to make payment at their convenience – benefiting both the guest and operator. With the added ability to prompt guests about expiring Pay By Links, you eliminate the need for staff to spend valuable time chasing payments, or manually processing when guests arrive.

Gone are the days of manual end-of-day reconciliations – with RMS Pay, these are done for you in a flash, accurately and easily. Potential errors in credit card transactions are entirely removed, alleviating work and stress loads alike.

Received payments seamlessly consolidate with the guest’s reservation in RMS Cloud, saving staff from cumbersome and error-prone processes.

Early adopters of RMS Pay continue to sing praises about the boost in staff morale and guest experience, as they eliminate manual processes and unnecessary errors.

MANAGEMENT

Consider the stark difference between a staff member manually inputting credit card charges into a bank terminal – a process that is not only time-consuming but also insecure and prone to error–to that of utilising an integrated payment gateway such as RMS Pay, where transactions are streamlined and secure, guaranteeing efficiency.

Efficiently minimises the risk associated with manual entry and liberates valuable staff time, allowing them to focus on more meaningful and impactful tasks across the guest experience.

Beyond payment technology, RMS Cloud continues to enhance the RMS Guest Portal, an approachable tool allowing guests to access all booking needs at their convenience.

Integrated with RMS Pay, the Guest Portal empowers guests to conveniently process payments and authorise credit cards before arrival, creating a smoother, more efficient experience from booking to check-in.

RMS Pay is not just a payment solution; it’s a strategic asset for hotels embracing the future.

It can really elevate your guest experience, enhance efficiency, and secure your transactions with an all-in-one solution.

© Adobe Stock, stock.adobe.com

Understand your channel costs, improve hotel profitability today The cost of acquiring guests is significant in the Australian hotel sector. For instance, online travel agencies (OTAs) charge between 15 and 25 percent commission for every booking they secure, with hotels also paying substantial transaction fees to their selling systems if the reservation is received through them.

In a competitive operating environment where profit margins are strained, revenue managers must determine the cost structure of each booking channel, and asses their impact on hotel profitability.

Through capturing channel costs by looking at each booking endpoint in their distribution ecosystem—from direct online bookings through each Global Distribution System (GDS), OTA and group booking partner – hoteliers can effectively review and analyse their acquisition outlay.

For many hoteliers, OTAs are an accepted part of the distribution toolkit due to their marketing power and high customer traffic. However, they should not make up a majority of sales or distribution given these channels costs influence on the revenue hotels can secure from each guest – impacting a property’s bottom line.

Once a hotel has a clean data set from which it can isolate its channel costs, revenue managers can measure channel performance using metrics such as net revenue and net ADR. These metrics, which account for channel costs, inform whether to take more or less of the available demand through various channels.

A hotel that knows the cost of its booking channels also has greater power when it comes to contract negotiations with booking partners. This includes deciding how to agree to a fair commission percentage, or which rate and availability parity clauses to agree upon (and how a hotel is penalised for authorised breaking of said clauses within a contract).

Convert your ‘lookers’ into ‘bookers’ The most cost-effective online booking channel for a hotel remains its own website. How can hoteliers maximise direct bookings through their website?

The first step is increasing web traffic from potential guests and attracting more ‘lookers.’ To do this, hotels need to understand more about those lookers. What dates are they searching for, where do they search and what is driving them to a particular

market? Collecting this market intelligence provides data that can be used to develop targeted marketing campaigns that attract the right type of lookers, the ones most likely to become bookers.

Hoteliers can also increase direct bookings by retargeting past visitors and directing them to their website. When researching a location, potential guests may visit a variety of travel websites and OTAs before deciding where to stay. Hotels need to keep their property on the top of the consumer’s mind and influence guests to book on the hotel’s website. Technology that offers tailored adverts customised around visitor behaviour or website activity can help hotels achieve an estimated 10 percent return rate on website visits – increasing direct booking opportunities and positively impacting on hotel profitability.

For more information on how your hotel can better manage its booking channels to increase revenue performance, please visit: www.ideas.com

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AccomNews - Summer 2024

MARKETING

Unlock rapid

revenue growth

with automated revenue management solutions.

Discover the power of revenue science at ideas.com.

©2023 Integrated Decisions & Systems, Inc. (IDeaS - A SAS COMPANY) – All Rights Reserved. TJAD0150-00-AP-ID 11/2023

Maximising Profitability in Hospitality:

The Profit-Oriented Revenue Management Revolution (PORM)

By A/Prof. Dr. Detlev Remy, Brandon Chan, Senior Lecturer and Anders Johansson, CEO of Demand Calendar

Traditional revenue management methods quickly become outdated in today's hypercompetitive hospitality industry. Today's landscape requires a nuanced strategy focused on profitability, not just revenue.

HSMAI convened three industry professionals and academics to develop a whitepaper introducing Profit-Oriented Revenue Management (PORM).

It's not just a methodology but a transformational mindset that pivots from mere revenue accumulation to sustainable profit generation.

A strategic approach Profit-Oriented Revenue Management (PORM) represents a strategic pivot, infusing traditional revenue management with key financial concepts like flowthrough, marginal gains, and total revenue balance against actual profit. This approach doesn’t just skim the surface of financial influx but dives deeper into the

essence of enduring profitability.

The mantra ‘Revenue is vanity, profit is sanity’ holds in the realm of PORM. Revenue optimisation has been the bedrock of hospitality management, focusing on filling rooms and maximising sales through strategic pricing and inventory management. Hotels have started to move to total revenue management to maximise the revenue per guest. Yet, this is still a focus on revenue and often overlooks the ultimate goal: profit.

Revenue vs profit optimisation • Revenue optimisation focuses on maximising the total revenue generated by a hotel.

It involves employing dynamic pricing, demand forecasting and inventory management strategies to sell the right product or service, to the right customer, at the right time and price. Traditional revenue management techniques typically emphasise revenue optimisation, aiming to increase top-line revenue without necessarily considering the impact on profitability.

• In the context of hotels, revenue optimisation primarily focuses on optimising occupancy levels at the highest possible rate.

However, revenue management

should also encompass other revenue streams such as food and beverage, event spaces, spa services and so forth.

• Profit optimisation aims to maximise a hotel’s overall profitability. While revenue optimisation is essential to profit optimisation, it is not the only factor to consider. Profit optimisation involves a comprehensive approach that considers both revenue generation and cost management, ensuring that an increase in revenue results in a corresponding increase in profit.

• PORM teaches us that profit optimisation is the holistic picture, blending revenue maximisation with astute cost management. It’s about ensuring that each incremental sale contributes positively to the bottom line. PORM offers a comprehensive view of a hotel’s financial health, considering all aspects of revenue generation against the backdrop of associated costs, such as Customer Acquisition Cost (CAC) and Cost of Goods Sold (COGS). It recognises that not all revenue streams are equal and that prioritising high-profit segments can substantially bolster the bottom line.

Actionable insights The authors have delineated ten actionable strategies that have been proven to significantly elevate a hotel's profitability.

These strategies span from comprehending marginal profit to leveraging data analytics, aiming to refine operations and marketing to achieve a synergistic and profitable balance.

Here are the ten areas where hoteliers need to come up with actions: • Understanding marginal profit.

• Developing profitable products and services.

- Summer 2024 20 AccomNews

MARKETING

• Flexible and creative packages.

• Pricing strategies.

• Productive marketing and sales.

• Optimising distribution channels.

• Upselling and cross-selling.

• Enhancing the guest experience.

• Investing in technology.

• Leverage data and analytics.

The whitepaper explains these actions in more detail.

Collaboration is key The implementation of PORM is a collaborative effort. It necessitates the involvement of the commercial team, operational managers, and other pivotal players who must have a firm grasp of cost structures, revenue potential, and profitability for each service offered. The whitepaper offers a pragmatic three-step approach for adopting PORM: starting with an initial brainstorming phase, progressing to an indepth understanding of the cost structure, and culminating in allocating responsibilities across stakeholders. This ensures that all hotel departments work in concert to accentuate profits.

The whitepaper also includes an example of a profit-oriented revenue management strategy.

In conclusion Hospitality professionals should be looking at adopting PORM as a strategic cornerstone to redefine profitability in the hospitality industry, and arm themselves with the knowledge and tools necessary to thrive in an ever-evolving marketplace. The authors invite you to share your experiences of your PORM journey and welcome a continuous discussion on improving hotel profitability.

Download the free whitepaper: https://hsmaiacademy.org/profitoriented-revenue-mgmt-porm/

Revenue Management:

Unlocking financial success

By Mandy Clarke, Editor

Here's what he had to say:

In the accommodation industry, the key to success lies in effective revenue management.

With evolving customer preferences, technological advancements, and the rise of online travel agencies (OTAs), revenue management has become a complex yet crucial aspect for accommodation providers.

Revenue management is simply reviewing your data and analysing the trends to maximise your occupancy and revenue for your property.

In this feature, we will embark on a journey to explore the intricacies of revenue management and uncover strategies that can pave the way for financial success in this dynamic sector. To delve deeper, we reached out to Chris de Closey, Director of Switch Hotel Solutions, for his valuable insight.

Can you share a practical example of successful revenue management strategies that led to increased profitability?

What is there to consider when setting room rates and managing revenue effectively?

Several key factors play a pivotal role. These include market forces, demand patterns, competitor sets, seasonal trends, target occupancies, and past performance.

How have revenue management strategies adapted in response to changing market conditions, such as the COVID-19 pandemic?

Many revenue managers, operators, and consultants are now much more fluid in terms of their revenue strategies. The strategies are changing faster and are more data-driven than in previous years. Operators are quicker to adjust their strategies and are willing to test and learn different approaches.

What are some common challenges operators face when optimising their revenue management?

Chris de Closey

channel. Analysing property data and collaborating with suppliers like Booking.com, Expedia, STR, Luxury Escapes or TripAdeal can inform distribution strategies.

software, and online training, to bridge the knowledge gap.

Time and knowledge emerge as common challenges for operators.

Smaller-scale operators often wear multiple hats in their business, limiting their ability to dedicate sufficient time to mastering revenue management. However, there are many resources available, such as consultants, pricing

Certainly. One of our clients took over an older building on the Gold Coast. The outgoing owner didn't take an analytical approach to revenue, pricing at the lowest rates, which attracted a specific customer base. By implementing various revenue strategies, we were able to more than double the Average Daily Rate while maintaining the same occupancy levels. We adjusted pricing during peak periods, ensuring competitiveness without heavy discounts, ultimately benefiting both the business and unit owners.

What role does data analytics play in hotel revenue management?

A crucial role! It involves analysing various data points, monitoring competitor pricing, and understanding property trends. Data helps in decisionmaking and identifying opportunities for improvement.

What are the key techniques for dynamic pricing based on real-time market conditions?

Dynamic pricing involves adjusting rates based on occupancy and competitor pricing. Monitoring market movements and keeping up with competitor rates is crucial.

Don't hesitate to charge higher rates when market forces allow.

What is the role of artificial intelligence in uncovering new revenue opportunities and enhancing pricing strategies?

This is a very interesting space.

AI tools in revenue management are developing daily and there are so many tools out there for operators to utilise. AI is helping to take some of the guesswork out of revenue management and pricing strategies, however having the human element to understand the role it plays helps to ensure that you are placed appropriately for the best outcome possible – which is making more money.

What are the best ways to improve and update revenue management skills?

How do accommodations balance the distribution of their rooms through various channels, including online travel agencies (OTAs), direct bookings, and partnerships?

Balancing distribution is vital.

Smaller-scale operations relying on a single channel may face risks, while larger ones should develop unique strategies for each

Continuous training, both formal and informal, is essential and you can also utilise online resources, including YouTube tutorials.

Another tip is to attend industry conferences it’s a great way to learn from experts and connect with the best in the business.

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MARKETING

AccomNews - Summer 2024

21

Supercharge your hotel's digital marketing with your CRM data Your hotel CRM isn’t only the hub for your guest-facing operations.

It can also supercharge your hotel’s digital marketing by leveraging real-time guest data to shape your strategy.

A CRM-augmented marketing strategy offers three powerful benefits. First, you’ll earn more repeat bookings from your best guests. Second, you’ll optimise spend across channels by putting your ads in front of the highest intent audiences. Finally, you’ll remain top-of-mind among those that may be traveling soon.

By embedding your CRM’s single source of truth into your digital marketing, you’ll drive direct bookings, repeat bookings, and stay top of mind with travellers.

Here’s how to eliminate the guesswork in your marketing by automatically identifying your ideal audiences and continually growing your list of potential guests, all based on CRM data.

Organise your CRM To supercharge your digital marketing, you’ll need a wellorganised CRM that creates clarity, not confusion. It should be a single shared source of truth that accurately aggregates customer data so that you can use it to optimise efforts elsewhere. That said, none of that will work if your CRM is disorganised or full of bad data!

a guest’s declared preferences and past behaviour. If you know a guest often books a spa treatment during their stay, why mention booking a tee time in their pre-arrival email? It’s a missed opportunity for an upsell, and makes the guest dismiss the irrelevant offer.

Tina Markowitz VP, Global Digital Strategy, Cendyn

combines past stay patterns (booking value, booking frequency, length of stay) with demographics and psychographics.

Develop dynamic campaigns The beauty of augmenting your digital marketing with CRM data is that you can develop dynamic campaigns that adjust based on various parameters. These campaigns will personalise offers, convert better, and make for a better guest experience, as guests aren’t sent irrelevant offers.

Your CRM’s guest data can supercharge three core dynamic campaigns: Upsell campaigns: Each guest communication is an opportunity to offer a targeted upsell based on

Social media: In addition to upsells, use dynamic content to speak to both past and potential guests on social media. Consider adding a Facebook product catalogue, which is a powerful dynamic demand generator.

These catalogues allow you to build social media marketing campaigns that dynamically insert copy, images, and prices based on each user’s demographics, psychographics, and past behaviour, such as retargeting website visitors with the exact contents of their abandoned carts. The catalogue can be uploaded in various languages and used on Facebook’s websites, which significantly expands its reach and efficacy.

Retargeting: Abandoned carts aren’t always a sign that the guest has given up. Perhaps they got distracted or are still considering the stay. In so far as you can within your local laws and platform rules’ parameters, find ways to automate dynamic campaigns that re-engage potential lost guests.

Segmentation is the secret sauce for digital marketing. The better you are at refining your audiences, the better you can optimise your marketing’s tone, creative and placement. Not to mention that you’ll be able to craft compelling offers that speak specifically to individual segments more effectively. The more relevant, the better!

- Summer 2024 22 AccomNews

Capture more nonroom revenue Your CRM can help you earn more non-room revenue by identifying guests with strong on-property spending patterns so that you can personalise communications.

It’s not necessarily to offer discounts, upsells, or other promotions - although those could work if the goal is to get a high-value guest on- property by providing a deep room discount (such as at a casino hotel).

There are other ways to use your CRM data to incentivise the spending behaviour - the best being dynamic content that highlights specific things that may interest the guest: • For a foodie, the pre-arrival email and on-property communications should focus on what’s new in the restaurant (and perhaps even promote a chef meet-and-greet for the most valuable guests).

• For golfers, it’s tips on improving the golf game (and priority tee times).

• For spa lovers, include wellness tips that they can try at home, shared by their favourite facialist (with a link to book).

You get the idea. It certainly adds another dimension to your marketing operations, but once the work is done to create content for each segment, the outreach can be automated so it's front-loaded, and keeps delivering dividends long after the email copy has been written.

Segment your data

We call proper segmentation “decoding the guest print.” Each guest print is a segment that

These could be paired with hypertargeted offers that entice them to book via an automated email.

Bringing it all together

Image supplied by Cendyn

MARKETING

Your CRM is not just a resource for the front desk. It’s a valuegenerating asset for marketing.

As the business world shifts towards first-party data, which is data generated from your own business and not paid, rented, or otherwise owned by another entity, your guest data is pivotal.

The ultimate hotel booking engine, designed and built by ex-OTA experts!

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brands, and have channeled that knowledge into crafting a booking engine that surpasses all expectations. We guarantee a user-friendly interface that makes it a breeze for guests to book their stay at your hotel, resulting in more bookings and increased revenue.

capture the most guests and maximize your online potential.

RoomStay offers hotels an industry-leading experience with features including seamless integration on your hotel’s brand website (meaning guests stay on your site throughout the entire booking process), real-time availability, dynamic pricing into your .com site, member only deals and secure payment processing. We can also integrate directly into your

A high-converting and efficient booking experience is important to your hotel’s direct booking success. Fortunately, RoomStay understands users want speed, convenience, a trusted experience and minimum clicks when booking online which is why our easy-to-use booking engine helps you

CRM and analytical stacks. We ensure a smooth and hasslefree implementation process, saving you time and effort.

What sets RoomStay apart is our team’s unique expertise in the OTA and tech industries. We fully understand the intricate needs of hotels and accommodation

Not only does RoomStay drive more direct bookings, but it also enhances the guest experience.

This leads to more satisfied guests, potentially resulting in repeat bookings and positive reviews. Take control of your hotel’s online presence and enjoy the benefits of the hotel booking engine designed and built by ex-OTA experts. Say goodbye to hefty OTA commissions and hello to increased revenue and guest satisfaction.

RoomStay is the ultimate solution you’ve been waiting for so don’t miss out on this opportunity to elevate your hotel’s bookings. Visit RoomStay today at www.roomstay.io

Unlock the Power of Direct Bookings with RoomStay A booking engine that truly integrates with your .com site Seamless onsite booking experience Best in class UX for room search & pricing Advanced e-commerce retail strategies Data-driven upsell & cross-sell opportunities Designed and built by travel tech experts, ex-OTA

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AccomNews - Summer 2024

23

Unlocking advancements in door lock technology Unlocking the future

Hotels and accommodation properties recognise that safety and security must be a top priority when it comes to guest experience. That’s why so many properties are installing the latest in smart door lock systems.

The journey of innovation in door lock technology is far from over. Exciting predictions include biometric enhancements, voice activation, AI-driven personalisation, blockchain security, interconnected smart ecosystems, enhanced mobile integration, and even the integration of augmented reality (AR) and virtual reality (VR) technologies, all aimed at enhancing the guest experience and improving sustainability efforts.

Beyond the peace of mind that robust smart lock security offers, like real-time monitoring, instant intruder alerts and remote locking, the ever-advancing technology offers much more…

For guests •

•

The convenience of seamless access: Guests no longer need to fumble with traditional keys or key cards or endure long check-in queues. Accessing accommodation is now as simple as a tap on their smartphone, retrieving electronic guestroom keys from a digital wallet, or a quick PIN code entry.

Flexibility: Allows guests to access their guestroom on their terms.

•

Personalisation: Guests can customise their room settings for entry to their room.

•

Contactless experience: Particularly relevant in a post-pandemic world, smart door locks minimise physical touchpoints, enhancing hygiene.

For the industry Smart door lock technology elevates the guest experience, but an increasing number of operators also recognise the benefits to their bottom line.

Here are some ways that smart door lock technology is shaping the accommodation industry.

Mobile access and digital keys have revolutionised how guests

24 AccomNews - Summer 2024

© Adobe Stock, stock.adobe.com

By Mandy Clarke, Editor

interact with lock systems.

Remote features allow for virtual check-outs and access modifications from anywhere, putting control directly in the hands of the guest and freeing up hospitality staff to concentrate on other duties.

Integrated lock systems seamlessly connect with a Property Management System (PMS) enabling real-time data exchange. Reservation details automatically generate temporary access codes, streamlining the check-in process. This integration improves staff efficiency, for example, housekeeping can be promptly informed upon check-out, ensuring a swift room turnover.

Integration: A guest’s smartphone, digital wallet, or smart key can be tracked from check-in. When the PMS sends a message signalling the arrival of a new guest, the room can be pre-heated or cooled to the perfect temperature, and as the guest enters the room, the blinds open, lights come on, and a welcome message displayed.

When a property engages this system and room sensors determine guestroom occupancy and effectively manage the environment, it not only elevates the guest experience but also saves energy and reduces costs for a property.

Importantly, it is a way to reduce environmental footprint and set a property on a path to net

zero, while providing guests with a more sustainable stay.

According to Steven Barnwell, Sales Manager, Vintech Systems, guest room management and energy management is another ‘wow’ solution that provides a programmed environment for guests.

He said: “Programming to the in room RCU (Room Control Unit) or directly to the Smart Thermostat allows for automated energy and environmental control increasing guest comfort, while also providing significant energy and infrastructure savings.”

Internet of Things (IoT) connectivity has transformed lock systems into smart and responsive components of a broader hotel ecosystem.

IoT-enabled locks feature sensors and connect to a centralised system for real-time monitoring of access points. This connectivity enhances security while seamlessly integrating with other hotel systems to provide personalised guest experiences.

IoT technology contributes to overall safety, operational efficiency, and guest satisfaction.

Installing the most advanced door lock technology isn't just about keeping up with the times; it's about charting a course toward a safer, more personalised, more sustainable, and ultimately more competitive future in today's hospitality market.

SAFETY & SECURITY

Michael Benikos CEO, Assa Abloy explained how operators can keep up with rapidly advancing door lock technology.

He said: “With advances in technology continuing to occur at an ever-faster rate, the industry is understandably seeking out solutions that are future-proof and able to sidestep the need for frequent replacement. Door locks are no exception and further need to contend with the fact that security requirements are constantly evolving to keep up with any newly discovered potential vulnerabilities.

“To address these issues, the most advanced door lock solutions are now taking a scalable, modular approach to components. This importantly allows such locks to have their hardware updated as security technology improves and as industry trends evolve.

“Key to staying in line with modern guest preferences and expectations is also the enhanced flexibility and customisation that these door lock solutions offer.

“Thanks to a modular design, integrations with third-party services and systems can now be much more seamless and easy to perform- even with solutions that have yet to be launched and be made available to the industry.”

Seamless flow throughout More than 5OO-million guest experiences are enhanced by dormakaba hospitality products each year, making dormakaba a leading supplier of electronic locks, access and space management systems.

Kiosk & Key Hardware

Electronic Storage Solutions

Minibars for Accommodation

Voice Assistant for Guests

Energy Management Systems

For more information, please contact Vintech Systems on 02 9472 2000, sales@vintech.com.au or visit www.vintech.com.au

Images courtesy of W Hotels

Security and satisfaction are locked in at W Sydney

By Grantlee Kieza, Industry Reporter

Increasingly sophisticated energy management systems are playing a vital role as major hotel chains around the world join the campaign to achieve netzero carbon emissions.

turning off lights and airconditioning when guests leave a room. However, they are seamlessly activated again when a guest returns, with the same lighting and air-conditioning settings as before. While the guest is out of the room the system will make sure the temperature does not stray too far away from where the guest left it, so when they return

the room is comfortable and energy savings are achieved.”

While the new W Sydney lacks historical data for comparison, it is poised to benefit from reduced energy costs thanks to these advanced systems.

Mr Benikos highlighted a similar technology installation at the Nesuto Docklands Apartment Hotel in Melbourne,

Digital locks and fully integrated online systems for room controls not only enhance guest satisfaction and security but also contribute to substantial energy savings for hotels.

According to Michael Benikos, the Managing Director at Assa Abloy Global Solutions Australia, these systems can lead to large energy savings in the hotel due to reduced air conditioning and lighting usage.

Recently, the company installed new high-tech door locks on all 588 guest rooms at the W Sydney hotel.

Mr Benikos explained, “The system is highly sophisticated and saves significant amounts of energy by automatically

26 AccomNews - Summer 2024

SAFETY & SECURITY

where the property achieved a reduction in air conditioning run time of over 40 percent.

He added: “The average energy reduction of air conditioning and lighting usage we observe with hotels adopting this technology range between 20 to 40 percent.

With nearly 600 rooms at W Sydney, the overall energy cost savings are substantial.”

Reimagining Hotel Security

Mobile Access

Self-Service Kiosks

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Energy Management

Minibars

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

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

The global leader in door opening solutions SAFETY & SECURITY

AccomNews - Summer 2024

27

Images courtesy of W Hotels

Craig Cavers, Director of Engineering and Building Manager at W Sydney, emphasised that Assa Abloy's system offers enhanced access control throughout the building. “With 588 guest rooms, studio apartments and suites, including back-of-house doors and storerooms, the room key card controls lift and room access. Guests can also use their smartphones if they have a digital key. It's cuttingedge technology,” he stated.

“It's user-friendly for guests - one swipe of the key activates the air conditioning and opens the blinds to welcome. Moreover, it enhances security as it logs key card swipes, providing a clear record of room access.

Additionally, energy-saving features are built-in, with room sensors detecting occupancy and adjusting air and lighting to conserve energy when rooms

- Summer 2024 28 AccomNews

are vacant.” As the largest W Hotel globally, W Sydney is one of the biggest hotel projects Assa Abloy has undertaken in Australia and it required some unique adaptions.

The technology installed at W Sydney offers many benefits to both guests and a hotel’s bottom line and that's why more and more hotels are deciding to use it.

Mr Benikos explained: “The property has two different types of air-conditioning systems in its mix of guestrooms and studio apartments; therefore, we adapted the air-conditioning system to the keylocks to suit the different types of accommodation.

Mr Benikos elaborated on the new technology: “When guests check-in, the property management system sends a message to the room lock, signalling the arrival of a new guest. The room is pre-heated or cooled to the perfect temperature and as the guest enters the room, the blinds open, lights come on, and a welcome message is displayed. This is because the door lock recognises it as the guest's first entry.

“Furthermore, a new lighting system called Kasta was installed in the hotel, which uses wireless connectivity for the light switches. We were able to integrate the Kasta lighting system into the access control and energy management systems to achieve the required outcome for in room lighting and blind control.

“Subsequent entries do not trigger the same ‘wow factor’ welcome, because the door lock understands not to activate the lights or blinds again, but guests always return to

SAFETY & SECURITY

the comfortable guestroom environment they left. Room sensors determine occupancy, deactivating lights and air conditioning when not in use.”

Mr Benikos further emphasised the sophistication of the door lock technology, having the solution online allows for the remote monitoring of entries, tracking every person who enters the room and at what time. It can also remotely deactivate key cards if they are lost.

“This advanced technology ensures a high level of comfort and security for guests, who can have the room set to their preferences every time they enter. It elevates room security to a new level."

He concluded: “Ultimately, it results in substantial cost and energy savings for the property and contributes to reduced environmental waste.”

Charging ahead: Innovative charging solutions

By Grantlee Kieza,

power sockets needed for table lamps and clock radios.

Nine out of ten Australians travel with their laptops, and almost as many carry a smartphone. According to a survey conducted

by Technology 4 Hotels, a company specialising in hotel technology, 15 percent of hotel guests travel with four or more devices. All these devices require charging to keep up with the demands of the modern world.

Many guestrooms also feature dedicated USB ports, and ideally, they should include the newer standard USB-C as well as the larger, older USB-A ports. Furthermore, many hotels have adopted wireless Qi charging plates that provide power to devices without the need for cables, a feature particularly appreciated by overseas visitors who can avoid the hassle of travel adapters.

Industry Reporter

In light of the numerous gadgets most of us carry when travelling, it’s essential for accommodation properties to power up, there can never be too many power outlets in a guestroom. There should be at least four near the desk area and two at the bedside, all well positioned for convenience, and away from furniture or hard to get at places. These outlets are in addition to the

The latest trends in hotel design incorporate charging facilities into bedside clocks and bedroom furniture. Technology 4 Hotels suggests that the widespread use of USB charging as the default standard for mobile devices has significantly reduced the demand for universal power outlets at hotels. Guests from around the world can easily connect to USB sockets for charging, eliminating the need for adapters.

Properties that offer a range of charging solutions, including in-room charging

stations and portable device chargers, can significantly enhance the guest experience and set their brand apart in the competitive hospitality market. With many guests carrying multiple gadgets, the importance of accessible and integrated charging options cannot be overstated.

Mark Aldrich, the Procurement Manager at Weatherdon, a family-owned and operated company that has provided a comprehensive range of stylish, high-quality products to the hotel, hospitality, and other industries, since 1975, says rapidly changing technology has seen greater demand than ever for charging solutions.

“We certainly see the value in having the latest charging conveniences in guestrooms,” Mr Aldrich said.

“Our company supplies a lamp that has an integrated wireless charging pad – it’s a narrow LED desk lamp – and we also have two bedside clocks that feature not just wireless charging but USB Type C connectivity.

TECHNOLOGY

Image courtesy of EzyCharge

AccomNews - Summer 2024

29

the company EzyCharge. Russell Barwick was a high-profile sports broadcaster when he started the business in 2016 after his phone battery went dead at the races on Melbourne Cup Day. Some portable charging stations already existed, but he saw an opportunity to provide these to large sporting venues and organisations.

“The future for all cables going forward is going to be based on this Type C cable. The brand new iPhone 15s are using them, and so are the latest Apple products. If you’re an Android user, by default, you have already been using Type C. “The bedside clocks have USB Type C connectivity and our devices also have the PD feature – Power Delivery – meaning that they can charge larger devices such as iPads very quickly.”

USB-C PD can charge devices up to 70 percent faster than standard charging devices.

When looking for an urgent battery boost, a quick 10-minute charge with USB-C PD might be all that is needed.

Mr Aldrich said the changing nature of electronic devices meant that his company was constantly having to anticipate those changes and bring to market products that hotel guests were going to find “the most useful”.

Many hotels are embracing wireless Qi charging technology because guests can power up their devices quickly without the

The multi-unit charging stations are provided free of charge to venues and through revenue sharing, hotels and accommodation providers can even make money from the rental of the portable chargers.

Image courtesy of Weatherdon

need for cables or power outlets.

Instead, just like phone chargers in many of the latest cars, they simply place their compatible device on the charging pad.

No need for plugs or cables.

The Wireless Qi charging is compatible with a wide range of mobile devices, including smartphones, tablets, and smartwatches.

The Wireless Qi charging pads can be incorporated into the

design of hotel furniture such as the lamps, bedside tables, and clocks, creating a sleek, modern look inside a guest room that is both functional and stylish.

“We provide portable charges and secure lockers, servicing more than 2000 venues across Australia,” Mr Barwick said.

The convenient charging option can also help hotels reduce costs by minimising the need for additional power outlets and charging cables.

“Most are permanent venues but as you can imagine there are quite a few events and functions that take place. Our portable chargers can be at race meetings on a Saturday and then go to the football on Sunday, and an event on Monday!

An increasingly popular charging option for the industry is the portable chargers provided by

“We are pretty much in every hospital, every university, every football ground, every

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TECHNOLOGY

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get-go. Many hotels, motels, and caravan parks choose to have a small monthly rental and offer free charging for guests for a set period.”

Mr Barwick also pointed out that EzyCharge was doing its bit for the environment.

“Our company is part of the sharing economy. I think it’s better for everyone to share chargers than to buy one just to have it sitting in the bottom of a cupboard.

Image courtesy of EzyCharge

casino, every major event, every convention centre, the list goes on. There is no charge to the venue for the device and the customer pays for the rental of the battery.”

The user-pays system allows customers to rent portable chargers, ensuring they always have vital power. The service not only benefits guests but also reduces the need for venues to

keep cables and power banks on standby for emergencies.

Mr Barwick said: “In the case of a hotel chain, guests can pick up the chargers from one property and then drop it off the next, anywhere within that group in Australia.

“Some hotels provide their guests with 30 minutes free, in others, guests pay from the

“Sometimes people buy portable power banks and forget to recharge them. Ours are always recharged and the service means customers at a venue or guests at a property that offer our service are always looked after. With 99 percent of powerbanks returned to the same venue it means users are staying in the venue, most times enjoying a drink and some food.

“The venue keeps its customers or guests happy and can even make money through revenue share. Now that must be good for business!"

TECHNOLOGY

Image courtesy of Weatherdon

AccomNews - Summer 2024

31

Elevating guest satisfaction:

The imperative of robust and reliable wifi The provision of fast, robust and dependable guest wifi holds paramount importance for accommodation providers.

As an increasing number of guests embrace remote work and seek continuous connectivity through live streams with friends, family, and colleagues, the significance of wifi has never been more pronounced. The ability to work seamlessly from any location hinges on the presence of fast and reliable guest wifi.

Recognising that longer stays translate to increased revenue, accommodation providers are presented with the opportunity to entice guests for extended visits.

Transforming a stay into a working holiday, where families can comfortably combine work and leisure, facilitates the attraction of longer bookings. To achieve this, ensuring the availability of guest wifi that meets all the needs of occupants becomes imperative.

A critical consideration for accommodation providers is the reliability of their wifi infrastructure during online meetings. The frustration associated with buffering or dropped connections can swiftly lead to negative reviews, damaging the reputation of the establishment.

the throttling of bandwidth speeds to units or rooms, thereby optimising the distribution of available bandwidth.

Your management system should allow your guest wifi provider the ability to remotely restart equipment and make changes to bandwidth for guests.

Signal strength and coverage:

Judy Senn TimeOut Internet

good idea to check with your guest wifi provider what the cost is to procure a fibre connection to your complex. If you have multiple NBN connections running your guest wifi currently, often the monthly fee for a fibre connection is not much more than what you are currently paying. Fibre also offers a faster and more stable service too.

Guest wifi backbone and management system: The backbone of the guest wifi system should support multiple NBN connections, ensuring scalability to meet increasing bandwidth demands if a fibre connection is not available to your site or too expensive.

An effective management system is crucial, allowing for

External or hallway wifi systems are no longer sufficient, as they do not provide the necessary signal coverage and speed within guest units.

Placing modems, routers, or access points in every unit ensures strong, reliable signal strength, negating the need for repeaters or boosters. Guests want wifi signal everywhere.

Modern guests desire a seamless experience akin to their home environment. A clunky login process is outdated; a user-friendly system that requires guests to log in once for the entirety of their stay is now essential.

Key areas of focus in enhancing guest wifi:

Internet connection: Accommodation providers must ensure that their internet connection is not only fast but capable of handling peak usage times, such as school holidays and evenings from 5 pm to 9 pm.

© Adobe Stock, stock.adobe.com

Fibre connections have reduced in price a great deal over the last twelve months, and it may be a

32 AccomNews - Summer 2024

TECHNOLOGY

In summary, an effective guest wifi system requires a holistic approach: A fast and reliable internet connection tailored to the size of the complex, with considerations for multiple NBN connections or a fibre connection.

A scalable guest wifi backbone equipped with a robust management system.

Easy and secure connection of guest devices:

Unlimited data is essential to prevent disruptions in service, with consideration given to multiple NBN connections or a fibre connection for optimal speed and stability.

Each unit should have its own modem, router and access point, providing a secure network for easy and secure connectivity of multiple devices, networking within the unit and the ability to bring wireless printers for those wanting to ‘work from home’ at your complex.

An in-room wifi system with individual modems, routers, or access points for each unit, ensuring a strong and consistent signal.

An intuitive guest wifi system that replicates the 'at home' experience, allowing guests to connect seamlessly without cumbersome login procedures and bring every device they want to easily connect.

A cautionary note is sounded against advertising fast wifi unless the infrastructure is in place to deliver. Guests lured by the promise of efficient guest wifi will undoubtedly voice dissatisfaction if their experience falls short. Establishments must strive to provide wifi that enables guests to 'live their lives' at the complex, setting the stage for enhanced guest satisfaction and ultimately, increased rewards and excellent reviews.

In the era of heightened connectivity expectations, investing in robust guest wifi infrastructure is not just a luxury but a strategic necessity for accommodation providers.

Revolutionising hotel connectivity

G.hn Technology eliminates expensive rewiring for your hotel In the dynamic world of broadband connectivity, a significant challenge has been bridging the digital divide, often discussed in the context of reaching remote rural areas.

However, this divide also extends to urban settings, specifically affecting hotels and resorts. The overlooked “Brownfield” hotels, embedded in dense concrete, steel, and other complex materials, face substantial hurdles in upgrading their network infrastructure due to the prohibitive costs and complexities of rewiring.

Fortunately, the landscape of hotel broadband connectivity is undergoing a transformative shift. The introduction of Gigabit Home Networking (G.hn) technology, recognised under the ITU G.9660 standard, offers a groundbreaking solution. This innovation brings high-speed, cost-effective broadband to older hotel buildings without requiring extensive and expensive rewiring of new Ethernet and fibre.

G.hn technology stands out due to its unique ability to utilise existing telephony or coaxial cables within a property, transforming them into conduits

G.hn presents an optimal solution for existing hotels without ethernet cabling

Jeff Rhode, Liveport

for high-speed internet. This approach not only bypasses the need for intrusive installation work but also significantly reduces costs. The process involves a point-to-point multiplexor that combines Ethernet and G.hn media conversion capabilities.

It can handle up to 10 Gb of bandwidth sourced from copper, optical, or wireless backhaul/ transport devices, seamlessly converting this bandwidth to G.hn for optimal transmission over existing hotel infrastructure.

The final step in this process involves a small endpoint within each hotel room that converts the G.hn signal back into Ethernet, ensuring a reliable and high-speed connection within the guest room.

The advantages of G.hn over traditional brownfield building

broadband solutions are numerous. Firstly, it offers a superior rate and reach compared to older DSL technologies. Unlike other technologies limited to specific cable types, G.hn is versatile, operating efficiently over both coaxial and telephony cables (single or multi-pair).

This versatility also extends to bandwidth allocation, which is dynamically managed to cater to varying subscriber needs and profiles. Furthermore, unlike other coaxial broadband options, G.hn supports symmetric bandwidth, which is crucial for today’s high-demand internet users.

An important aspect of G.hn is the quality of experience it delivers. Unlike many wireless solutions that require complex RF engineering within the property, G.hn ensures a high-quality, stable internet connection without such complexities. This is particularly critical in environments like hotels, where consistent and reliable connectivity is paramount for guest satisfaction.

Data Backhaul / Transport Up to 10 Gbps G.hn Endpoint

Data Center / Internet G.hn Endpoint

Looking ahead, the G.hn technology continues to evolve.

The upcoming Wave 3 iteration promises even more impressive capabilities, supporting 5 Gbps over copper telephony and an astounding 10 Gbps on coaxial facilities! This progress signifies a leap towards even higher speeds and efficiency in broadband delivery.

While fibre optic technology and Ethernet remain the gold standard for new constructions and are recommended wherever feasible, G.hn presents an optimal solution for existing hotels without Ethernet cabling. It offers a practical, cost-effective alternative for achieving gigabit speeds without the associated disruption and expense of rewiring. For hoteliers and resort owners looking to enhance their property's connectivity without incurring the high costs and operational disruptions of traditional rewiring, G.hn emerges as a highly attractive and future-proof solution.

From a few, to hunreds of subscribers Symmetric GB Service Offerings

Application Notes • G.hn Multiplexor in the Telecom Room (indoor rack mount or hardened outdoor options available)

Legend Transport

• Standard based SFP+ Transport / Backhaul (Optics or Copper) • Copper Twisted Pair or Coaxial Distribution within the building • G.hn Endpoint converts G.hn back to Ethernet

g.HN Services

G.hn Multiplexor

• Deilver desired speeds to Residential Gateways or WiFi Access Points • Multiple Network Management / Integration Options

TECHNOLOGY

Ethernet

AccomNews - Summer 2024

33

Crafting the ultimate BBQ experience for modern guests

By Mandy Clarke, Editor

Meet guest expectations

Summer is the season for outdoor gatherings, and in the world of accommodation it’s all about setting the stage for incredible guest experiences.

One area that's gaining increased attention is the outdoor BBQ space.

Gone are the days of basic grills and picnic tables. Today, innovative equipment, thoughtful design, and a focus on safety are transforming accommodation BBQ areas into the ultimate guest experience.

“Creating a communal BBQ area that satisfies all guests and elevates their experience involves a combination of thoughtful design, amenities, and services,” Mr Conradie said.

Paul Conradie, Head of Sales at DA Christie, agreed. He told us: “Barbecues are deeply ingrained in Australian culture. A welldesigned BBQ space allows guests to enjoy a cherished social and cultural pastime. It enhances the overall guest experience in communal areas where friends, family, and strangers can come together, share a meal, and build relationships and camaraderie.”

BBQ area furniture and design The ambience of the BBQ area is as important as the equipment itself. Properties are increasingly focusing on the design elements and furniture to create inviting and efficient BBQ spaces. Comfortable seating arrangements with weather-resistant cushions, ambient lighting, and wellthought-out layouts enhance the overall experience.

Blending functionality with aesthetics, many properties opt for outdoor kitchens with countertops, sinks, and storage space. This allows guests to prepare their meals conveniently while enjoying the outdoor setting. Rustic

34 AccomNews - Summer 2024

“Provide accessible pathways, seating areas, and cooking stations. Ensure everything is clean, in good working order, and well-stocked with necessities.

Image courtesy of DA Christie

or modern, the design of the BBQ area can set the tone for a memorable dining experience.

Mr Conradie pointed out: “Inclusivity is also essential.

Design should ensure accessibility for guests with a disability and older people, including wheelchair-friendly paths, seating areas, and seated cooking. Landscaping and greenery are integrated into the design to enhance the aesthetics of the BBQ area and create a more pleasant and natural outdoor environment. The BBQ area should be designed as a community hub with communal tables, gathering spaces, and opportunities for social interaction to promote a sense of community."

He added: “Asset owners are integrating sustainable materials and practices, such as products with high recycled content and locally manufactured products with a low carbon footprint.”

components. Avoid using a pressure washer, especially on sensitive parts like igniters and electronic components.

“Regular maintenance checks, according to the manufacturer's recommendations, will prolong the life of your investment.

Look for signs of wear, rust, or damage, and address any issues promptly. Replace any wornout or malfunctioning parts to ensure accurate temperature control, reliable ignition, and optimum power consumption.”

Safety protocols Safety is paramount in any commercial BBQ area.

Mr Conradie highlighted the following: •

Display easily visible and understandable guidelines on equipment usage, safety measures, and proper disposal of waste.

•

Prohibit open flames or candles in the BBQ area to prevent fire hazards.

•

Encourage responsible use and discourage unsupervised or unattended cooking by children.

Maintenance practices To ensure that the BBQ experience remains top-notch, hotels are implementing rigorous maintenance practices.

Mr Conradie advised: “Regular cleaning is vital as it encourages use. Products being used will last longer and provide better than neglected ones. Avoid harsh cleaners and use only mild, non-abrasive cleaners for your BBQ. Harsh chemicals can damage surfaces and

•

Hire a qualified professional to regularly inspect gas BBQs and ensure that they are operating as intended.

•

BBQ areas should have proper ventilation to disperse any smoke, so ensure adequate airflow in enclosed spaces.

GUEST FACILITIES

“Offer comfortable seating options, including tables and chairs with adequate shade.

Incorporate entertainment options, such as outdoor games, playgrounds, music systems, or communal spaces for socialising.

Design the BBQ area with a flexible layout accommodating small and large groups.”

His final advice is to “only buy barbecues from a reputable manufacturer that has a responsive, qualified in-house support team that can address concerns, provide assistance, and ensure that the communal BBQ area runs smoothly”.

Equipment and accessories In the quest to provide guests with the best BBQ experience, properties are investing in cutting-edge equipment.

High-tech grills with precise temperature control, smokeless technology and even builtin wifi connectivity, are all becoming the norm.

In conclusion The modern accommodation BBQ experience is a far cry from its humble beginnings.

Cutting-edge equipment, thoughtful design, meticulous maintenance, and a focus on safety, along with insights from industry expert suppliers like Paul Conradie, are the pillars that elevate the guest experience in outdoor BBQ settings.

Barbecues for everyone

Our barbecue cooktops are versatile self-contained commercial cooking appliances. They integrate discreetly with any bespoke project that requires a safe, reliable, and energy-efficient cooking facility without compromising on quality, performance, or aesthetics.

Design without compromise

dachristie.com

How water can grow an accommodation business

By Grantlee Kieza,

Up to eight out of ten Australians fail to consume an adequate amount of water to maintain their optimal health. This issue tends to worsen during travel, but the accommodation industry can play a significant role in mitigating dehydration while enhancing the image of their properties as comfortable places to stay.

While quality bed linens, bathroom products, and luxury amenities contribute

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36 AccomNews - Summer 2024

© Adobe Stock, stock.adobe.com

Industry Reporter

to the guest experience, the provision of cool, filtered water in various ways is a simple yet effective method to rejuvenate a property's image and ensure guest loyalty.

Although bottled water is a convenient way for guests to hydrate upon checking in to a property, the environmental impact of plastic bottles, often ending up in landfills or water bodies, cannot be ignored.

Waterbox, an Australian owned company marketing premium pH8 spring water, offers an environmentally friendly solution to the accommodation industry.

Waterbox's director, Stefanie Mazzone, describes their water as “premium pH8 water sourced from an inactive volcano in Ballarat, Victoria,” naturally enriched with silica, magnesium, calcium and potassium, resulting in a smooth taste.

Notably, their packaging is made from 88 percent renewable content, primarily sugar cane and wood fibre, with water-based ink, making it eco-friendly. Additionally, the cartons are refillable and used cartons are recycled into sustainable, low carbon building materials, completing the cycle.

Waterbox also provides the option of “co-branding” on their water cartons, allowing hotels and resorts to enhance their marketing efforts by featuring their logo and name on the packaging, offering guests a premium, feel-good product.

Many hotels are taking steps to reduce plastic waste by

FOOD & BEVERAGE

installing water bottle refill stations throughout their properties. By strategically placing water fountains in hotel lobbies, up to 96 percent of plastic waste can be eliminated while ensuring guests stay hydrated and refreshed during their stay.

These fountains are designed not only for convenience but also to complement the overall ambiance of the lobby.

Some hotels take it a step further by offering water fountains on each floor, typically near elevators and ice machines, ensuring easy access to hydration for guests.

Most accommodations with gym facilities also provide water fountains within them.

In line with global trends, some Australian hotels are adopting a micro-drink hydration platform endorsed by tennis great Novak Djokovic, following the example of Marriott properties. This product consists of compact, sugar-free effervescent flavour cubes designed to dissolve in water, infusing it with natural fruits, plants, and vitamins.

The aim is to provide hotel guests with an experience that goes beyond hydration, leaving them with a pleasant taste of their stay.

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Pathway to net zero: A guide for accommodation providers

By Sarah Davison, Industry Reporter

According to the United Nations World Tourism Organization’s 2008 Responding to Global Challenges report, the hotel sector is responsible for around one percent of the carbon emissions in the environment. Locally, recent research has shown that an overnight stay in an Australian hotel produces an alarming 35kg of CO2 on average.

The Sustainable Hospitality Alliance’s Global Hotel Decarbonisation Report states that the sector needs to reduce carbon emissions by at least 66 percent by 2030 and up to 90 percent per room by year-end 2050.

Hotels for Trees Australia manager Hugo van Roermund says that globally, there is an increasing guest demand for more sustainable ways to travel and places to stay.

“On the one hand this is triggered by an increased awareness amongst travellers of the global environmental challenges and issues,” he said.

“On the other hand, this is the

result of business travellers wanting to book, meet and stay in more sustainable hotels as the result of their company strategy or increasing push on ESG.” Plastic Free Southeast Asia and Australia founder Sarah Rhodes believes that embracing sustainability is increasingly becoming key to long term success.

“Two of the biggest reasons I see for hotels to move toward sustainable practices are that investors and the workforce are demanding this now more than ever,” she explained.

“The finance sector is making significant shifts and investors want to know that they're putting their money into sustainable and ethical businesses. This is probably the most impactful shift I see for the sector right now.

“Equally, people want to work for places that align with their values. The tourism sector took a huge hit during the pandemic and many hotels are still struggling to build their workforce back up. I predict that sustainable hotels will retain those staff a lot longer.”

When considering the environmental impact of your hospitality business, it can be daunting to know where to begin.

Image courtesy of Vendella

However, Ms Rhodes believes that engaging with your team and creating a culture of collaboration is the best place to start.

“I believe that the most important area of focus should be with team engagement and awareness raising. By finding the opportunities to reduce waste as a team, the implementation will have a lot more impact,” she explained.

“Food waste and single-use plastics are highly visible and impactful areas to start with, with energy and water consumption being two of the highest contributors to a hotel's footprint.”

Mr van Roermund adds that finding initiatives that can get guests involved adds another

38 AccomNews - Summer 2024

ENERGY & RESOURCES

layer to your pathway to net zero.

“By informing and inspiring and providing them easy options to contribute, guests will be able to go along on the sustainability journey with you,” he explained.

“Embrace initiatives that are simple and effective and allow guests to make a small adjustment (such as skipping a day of cleaning and planting a tree instead) that has a measurable effect.”

When it comes to enduring success with sustainability, both Ms Rhodes and Mr van Roermund agree that it has to start at the top and involve the whole team.

“The key to success is the hotel leadership being intrinsically motivated to do the right thing,” Mr van Roermund said.

P40

Sustainable sourcing.

In a world where sustainable sourcing requires painstaking research, higher pricing, and longer lead times, Vendella is a trusted authority in demonstrating how it can be done better and made easy.

"Vendella are game changers in the industry and should be highly commended for their efforts. I can confidently say that they are the best in the business."

Ian Charlton Area General Manager, Accor

Refined over 12 years of projects throughout New Zealand and the Pacific Islands, Vendella has successfully implemented its triedand-true “Three S” project delivery method in Australia, already engaged in numerous projects nationwide, and is exceeding expectations. New, innovative, and passionate, let’s explore their “Three S” (Sustainability, Savings & Service) method.

Stemming from their passion for the planet, Vendella has brought its trademarked DreamGreen product range to Australia.

DreamGreen is a range of hotel-spec bedding made by recycling plastic drinking bottles.

The quality and comfort are on point, seeing is believing.

1. Sustainability: Transforming waste into luxury

2. Savings: Maximising your resources

The buzz around sustainability is loud, but since 2012, Vendella has let its actions do the talking.

With time and financial budgets under mounting pressure, Vendella is improving client profitability in

Ian Charlton

both areas. Their ‘direct-to-client’ business model allows the team to consistently deliver a superior range via a honed project process which reduces costs, shortens timelines - and alleviates stress.

3. Service: Prioritising your convenience Built from a deep understanding of the challenges faced in this fast-paced accommodation sector, Vendella delivers a refreshingly personalized service that genuinely prioritises the client.

Clients quickly find a dependable partner and a source of truth that provides confidence and certainty when working through those inevitable project challenges.

For Vendella, finding alignment with their clients around values and non-negotiables is a significant part of a successful project. General Manager Luke Brodie says, “We work with a high level of trust, allowing our team and clients to achieve better results in a shorter timeframe.

Because alignment and trust go hand in hand, ensuring we’re working with like-minded hoteliers is a pivotal first step.”

With extensive stock reserves, adaptable solutions, and flexible delivery options, Vendella are well-placed to collaborate on your next project.

Contact Vendella today to discover how they can help you.

Email: projects@vendella.com.au, or visit www.vendella.com.au.

susta in a b le

Make a difference with your project.

PROJECT #1 - Gold Coast 300+ guest rooms 1,805 pieces of bedding 53,892 plastic bottles recycled

Made from recycled plastic bottles.

PROJECT #2 - Sydney 150+ guest rooms 1,122 pieces of bedding 29,653 plastic bottles recycled PROJECT #3 - Auckland 350+ guest rooms 9,348 pieces of bedding 172,950 plastic bottles recycled

PROJECTS@VENDELLA.COM.AU WWW.VENDELLA.COM.AU

ENERGY & RESOURCES

AccomNews - Summer 2024

39

Image courtesy of Swisstrade

P38 “Changes will be limited, unless the whole team is on board,” Ms Rhodes added.

“I constantly see one person at a hotel, usually the general manager, taking it upon themselves to find all the solutions and put it all into practice. Not only will this lead to burnout, it takes away the opportunity for the team to be involved in identifying solutions and feeling the satisfaction when changes and impact are achieved.”

To get a clearer picture about how operators can implement more sustainable practices into their business, AccomNews asked two industry leaders to share their thoughts.

Considering traveller trends and choices - what sustainable options should accommodation providers prioritise?

Peter Weingartner, Principal, Swisstrade: Small changes can have a big impact.

Sustainability does not happen at once, it is a goal to work towards and it is ok to take the step-by-step approach.

Something as simple as a recycling bin in the room, a plastic-reducing amenity dispenser in the shower or appliances that are designed specifically for hotel-use and therefore save energy, will all make a difference.

We recommend choosing items or initiatives that are cost-effective and highly visible to the guest; especially as the standards of sustainable business practices are increasing and are expected by the new generation of travellers.

40 AccomNews - Summer 2024

What simple ways can accommodation providers take steps towards net zero in their guestrooms?

Peter Weingartner: When trying to achieve net zero we need to look beyond the product and consider the chain of supply.

Are the products being stored at and delivered from a green warehouse or being distributed in a sustainable way? Are the products made by B-Corp Certified or environmentally driven organisations or are they even sourced locally?

In addition, we recommend selecting products that are biodegradable and plasticfree where you can, such as bathroom accessories and bioslippers and make the switch to recyclable toiletries dispensers.

What about waste reduction, reuse, and recycling?

Peter Weingartner: Hotels can minimise waste by opting for 100 percent recyclable and sealed dispensers, selecting compostable or recyclable products and encouraging guests to recycle and reuse.

Additionally, choose products from suppliers that offer spare parts and products that can be repaired long after the warranty period has expired.

Waste prevention is the new objective and as an added benefit it’s more cost-effective.

How can accommodation providers inspire guests to participate in net zero initiatives?

Peter Weingartner: Sharing what hotels do to help save the Earth is a great way to inspire and motivate guests. Promote sustainable or eco-conscious

brands that you use in all communications and create engaging in-room materials to encourage guests to reuse and recycle.

Vendella Australia General Manager Luke Brodie emphasised the importance of working with businesses who share your values.

Why should accommodation providers take steps towards net zero?

Luke Brodie: It’s a trend that’s definitely here to stay and those who do not act, risk falling behind in an industry where sustainability is becoming a non-negotiable expectation.

What sustainable options should accommodation providers prioritise?

Luke Brodie: First, understand what you can leverage from existing suppliers and networks within your reach - operators don’t have to reinvent the wheel! Many suppliers will already have initiatives that can be capitalised on.

Secondly, prioritise initiatives that add value and are attractive for the guests, aligning sustainability efforts with customer preferences.

How can operators be more sustainable when it comes to bedding and linen in their guestrooms?

Luke Brodie: For linen, ensure your laundry partner is a company who is environmentally conscious, using modern machinery and practices.

For bedding, operators now have access to suppliers with sustainable product ranges and

ENERGY & RESOURCES

globally recognised credentials.

Do your research as times are changing and change is easy.

Can sustainable bedding and linen also exceed guest expectations for comfort and luxury?

Luke Brodie: Yes. Technology has advanced significantly, and now bedding products using recycled and/or sustainable materials are widely used. We have multiple examples where renowned brands have switched from Feather and Down bedding to sustainable ranges as the luxury and comfort is on par, but without the high costs, allergy challenges and ethical issues.

What about waste reduction, reuse, and recycling?

Luke Brodie: This is a fastgrowing topic, albeit in its early stages. In some cities, the infrastructure is not sufficient to support recycling large quantities of tired bedding and linen.

However, I’d encourage operators to keep asking their suppliers about options as this topic is growing quickly.

How can accommodation providers inspire guests to participate in net zero initiatives?

Luke Brodie: Make it easy! net zero initiatives must be streamlined and easy for guests to adopt without disrupting their stay. By removing complexity and making participation effortless, accommodation providers can ensure that sustainability initiatives resonate with guests and inspire meaningful engagement.

It’s time to embrace a greener future In a world increasingly conscious of its environmental footprint, now is the time for hotels to embrace sustainability, not as a trend, but a core driver of their operations.

Working in an industry that creates millions of tonnes of non-recyclable waste each year, Swisstrade knew it had to be a part of the solution from the day it was established in 1997. More than 25 years later, Swisstrade’s passion for creating a better world for future generations has never been stronger.

Small Changes, Big Impact Back in the '90s, when sustainability was more a buzzword than a business imperative, Swisstrade was laying the groundwork for a greener future. Since inception, Swisstrade has been sourcing eco-friendly products, partnering with environmentally

from production to delivery, aligns with their commitment to the planet, which includes working with brands that are B-Corp and Fairtrade Certified.

At the same time, Swisstrade have been continuing to work towards reducing their footprint with the recent move to a green warehouse.

conscious brands and implementing practices that don’t cost the earth.

Swisstrade’s extensive range of sustainable guest room supplies and equipment, including biodegradable Seedling Sole Slippers, 100% recyclable SHAPE bathroom dispenser system, and the plastic-free Pure White and Planet Positive bathroom accessories ranges, ensures that hotels can make small changes

with a big environmental impact, without compromising on quality.

Sustainable Partnerships for a Better Tomorrow When selecting guest room supplies and equipment, Swisstrade encourages hoteliers to look beyond the product.

Swisstrade engage in partnerships that foster a culture of sustainability, ensuring that every step of the value chain,

ENERGY & RESOURCES

Peter Weingartner says “Acting sustainably allows us to be led by long-term values. We also want to leave behind intact resources for future generations, so the energy usage and the accompanying carbon emissions during the production and delivery of our products is an important factor for us.”

As we embark on a new year, let's commit to valuing longterm environmental health over short-term gains and remember that sustainability is a journey, not a destination.

Together we can protect our planet in the present to make a difference for the future.

AccomNews - Summer 2024

41

Case Study:

Verena’s remarkable journey

By Grantlee Kieza,

soon after COVID-19 hit. The pandemic brought unprecedented challenges to Melbourne, which saw some of the world’s most rigorous lockdowns, seven of them totalling 232 days.

Industry Reporter

Verena Anger has been working in hotels since she was 16. Thirty-eight years later she still has the same enthusiasm and commitment to excellence working in Melbourne as she did on her first day at work in a small hotel outside Stuttgart, Germany.

“Safe to say, all our lives changed,” Verena stated.

“I’ll never forget those numbers but thanks to Job Keeper, we were able to keep my job.

Working from home, I lent a hand to the ahs hospitality Human Resources and Safety team, assisting with their new projects and administrative tasks.

Hospitality has taken her around the world. She now calls Australia home after meeting the man she calls her “beautiful Aussie husband Marty”, almost thirty years ago while working in Dubai.

“People arriving from overseas had to spend two weeks in quarantine and there were 12 quarantine hotels in the city. Guests were tested every day and if they tested positive, they were moved to what was called a ‘health hotel’.

Then we had to disinfect those rooms, we developed very safe methods to deal with COVID-19.”

“He is a surveyor who helped build the Burj Al Arab, the great hotel that looks like a sail,” Verena said.

Now a Quality and Training Manager at ahs hospitality, Verena, is one of the company’s longest serving team members.

She started work scrubbing floors in a family run 50-room hotel near Stuttgart in 1985 and learned the business from the ground up. After Stuttgart, Verena landed a job at the Hilton Hotel in Bristol, England.

The housekeeping manager there took a job at the Sheraton Dubai Creek and asked Verena to go too.

“I worked in Dubai for about five years but when Marty’s contract finished in 1999, we came to Australia and settled in Melbourne,” she said. “Then I started working with ahs hospitality as a housekeeping supervisor in November 2000.”

For the first 14 years Verena worked at Mantra on Russell and became the Housekeeping Manager there before moving to the Crown Towers, where she spent five years.

She has seen her share of international celebrities in her time but says her favourite guests are the hard working mums and dads who save up

- Summer 2024 42 AccomNews

Verena Anger

to stay in a luxury hotel and are grateful for the opportunity.

The Forbes standards relate to a very up-market butler service.

“I like down to earth people.

Celebrities can be highmaintenance and demanding and keep us on our toes”, Verena said.

“It’s something suited to only the best luxury hotels,” she explained.

“We had a high profile fashion celebrity stay and put a pair of expensive boots outside her room for the ‘Shoeshine Service’. One problem, we did not offer that service and the boots disappeared. We all breathed a sigh of relief when the boots were returned!”

Working at Crown sparked Verena’s passion for quality and training. As the newest Quality and Training Manager at ahs hospitality, Verena introduced the prestigious, “Forbes standards” rating qualification.

“I feel like this was my career defining moment,” she said. “I became the ‘Forbes guru’ in the hotel, leading the charge in implementing and training our team to meet the high standards of personalised service.”

Another joyful milestone for Verena, was the reinstitution of the close partnership of ahs hospitality with Crown’s hospitality training college. The college offers certifications in hospitality at levels 3 and for supervisors’ level 4, which proved to be a game-changer.

Verena said: “It paved the way for countless team members to climb the career ladder like me, transforming our lives and enriching our department with a wealth of talent. Not everyone wants to stay in housekeeping but if I find that ‘gem’ who is worth mentoring it’s great. I’ve found so many in my career and these qualifications really help them.”

In July 2019, Verena was offered a position as one of ahs hospitality’s Quality and Training Managers, supporting their operations in Victoria, and

HOUSEKEEPING

When lockdowns lifted and hotels started to re-open, occupancy rates surged but a dire shortage of workers due to the pandemic, led to setbacks.

“We strived to accommodate eager guests while navigating these intricate challenges,” Verena said. “At one stage in Victoria we had 880 vacancies for room attendants but now it’s down to about 30.” ahs hospitality has successfully re-adjusted to the post-pandemic era according to Verena. The “Train the Trainer” development sessions have resumed, and Verena teaches other managers to coach their staff.

The mechanics of housekeeping have not really changed since working as a teenager in Stuttgart, Verena says. “I’m still waiting for the invention of the self-making bed,” she joked. “Although the physical side of the work has not changed the technology has. But we still have vacuums, trolleys, and mops… for now!”

hospitality

Labour Hire

Get hotel housekeepers on demand ahshospitality.com.au

The power of in-house laundry operations great efficiencies that result in substantial savings.

Mr West shared some essential requirements for in-house laundry operations: •

Equipment Capacity: Ensuring the right capacity for current and future requirements is vital for efficient processing.

•

Workflow: Establishing a smooth workflow between washers and dryers helps eliminate bottlenecks.

•

Layout: Providing sufficient space not only for washers and dryers but also for trolleys and staff.

•

Processes: Planning and documenting bestpractice processes.

Images courtesy of Laundry Solutions Australia

By Grantlee Kieza, Industry Reporter

Guest surveys consistently reveal that the top priority for guests is a comfortable bed with clean, fresh linen. Providing pristine bedding and linen for your guests is key to ensuring their ultimate satisfaction. That's why having a reliable laundry operation is essential.

While many properties choose to outsource their laundry operations, there are significant quality and financial advantages to bringing these operations in-house. An in-house laundry can prevent disruptions in linen supply and optimise operational processes, ultimately reducing costs.

However, it's understandable some believe outsourcing is cheaper due to the expenses associated with appliances, repairs, water, power bills, and the additional staff required to operate an onsite laundry.

Nevertheless, many are discovering the long-term financial benefits of going in-house and investing in appliances known for their reliability, longevity and capacity.

44 AccomNews - Summer 2024

Sean West, the National Sales and Marketing Manager of Laundry Solutions Australia, told us: “The advantages of bringing laundry operations in-house include cost reduction, control and flexibility.

“Having your own on-premises laundry allows you to customise linens in terms of colours, textures, and more to enhance guestroom presentation.”

He added that presentation plays a crucial role in marketing efforts for hotel management.

“The cost of going in-house should financially stack up, and it generally does,” he said.

In-house laundry operations also enable the property to take control of both timing and quality when providing fresh linen. Additionally, they allow for innovation in how offerings are presented using subtly different colours and textures.

Regarding the choice of machinery, detergents and linen handling equipment, he advised partnering with a supplier who can consult on capacity, design, and processes.

He pointed out that it’s crucial to match dryers to washers to create a seamless workflow and have the right equipment for the type of laundry being processed. Effective and practical trolleys that alleviate manual handling are also essential.

Mr West's tip for the best workflow and layout is to “create a one-way flow, from soiled storage to washing, to drying, to finishing, and distribution”.

When well-planned, Mr West said a good on-premises laundry “will pay for itself by streamlining processes and taking advantage of environmental technologies”.

He highlighted that a significant cost component of outsourcing is logistics, which can be largely avoided when running an on-premises laundry. This control over the process enables the establishment and implementation of HOUSEKEEPING

Adequate space for handling equipment throughout the entire process is also important.

When it comes to strategies and industry best practices, Mr West suggested addressing linen shortages by maintaining optimum par levels. This involves having one set in the room (on the bed), one set in the laundry, and one set on the shelf. Creating a linen replacement schedule can be as simple as having a form on the laundry wall that identifies when staff remove any item from circulation. This ensures timely replacements and investigation into why an item needed to be removed in the first place.

In-house laundries improve operational efficiency by providing control over the process, enabling the investigation and implementation of efficiencies. Partnering with a reputable laundry supplier can offer free laundry consulting, resulting in significant savings in both labour and utilities.

Most importantly, safety should never be overlooked. Mr West emphasised the importance of having good documented processes, including using trolleys and understanding the various chemicals that staff interact with.

Finally, Mr West stressed the significance of training for success in in-house laundry operations, stating, “training, training, and more training” as the key.

Dream big: Give guests the ultimate sleep experience

By Sarah Davison,

night's sleep will see customers come back more and more.”

Whether exhausted from a long day of travelling or hoping for a luxurious holiday sleep-in, everyone looks forward to their hotel bed.

Guest expectations for a restful night’s sleep may be higher than ever. A 2021 survey by BedTimes Magazine found that lockdowns associated with the COVID pandemic triggered many consumers to spend big on new household items, including mattresses. This means that many guests have now come to expect an even more elevated sleep experience while travelling.

Industry Reporter

Ensuring your beds are comfortable for all guests, then, is crucial. And for that, you must start with a quality base… the mattress.

Images courtesy of AH Beard Group

To help you select the perfect mattress for your accommodation, AccomNews asked three industry experts their top tips for a comfortable bed.

decision; it's a commitment to guest well-being.”

The Comfort Group Sales Manager – Commercial Australia, New Zealand & Export Sharnie Angel, believes that a quality mattress is essential.

“In the hospitality industry, every detail contributes to guest satisfaction,” she explained.

“However, one element continues to reign supreme - the quality of sleep. Investing in commercial-grade mattresses is more than a business

- Summer 2024 48 AccomNews

AH Beard Group Commercial Manager Peter Deveny believes that for hoteliers, purchasing commercial-grade mattresses is non-negotiable.

“Providing a mattress that is specifically designed and manufactured for the rigours of a commercial environment is critical for both the life and comfort of the mattress,” he said.

“Factors like using fire retardant materials, comfort fills for optimum comfort and treatments that prevent

the growth of mould and other allergens are all key reasons to select only genuine commercial products for your hospitality business.”

Koala VP New Ventures Mark Mitchinson agrees that quality is paramount when looking to purchase new mattresses and urges hoteliers to consider the return on investment.

“Accommodation providers want to be able to trust the quality of the mattress they are using,” he said. “It is a big investment for companies to make and they need to be confident in their financial investment. A great

HOUSEKEEPING

“Guests are more discerning and demanding than ever. In many cases they have great beds in their own home, so when they travel, they expect that the bed will meet, or exceed that standard,” Mr Deveny said.

“Commercial mattresses are designed and built to meet that expectation, much more than they have been in the past.

“Everybody is different and good quality commercial mattresses are made to strike a balance between the individual needs of guests. Find a happy medium, both firmness and support that strives to satisfy the majority of guests.”

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Images courtesy of Koala

Mr Mitchinson echoed this, adding that operators also need to be cognisant of other factors that impact the quality of sleep.

“People are getting more and more demanding in the elements that give them a good night's sleep and a mattress and pillow need to go hand in hand,” he said.

“Often we see a greater investment in mattresses than pillows, however I would argue that both products should be considered equally.”

Ms Angel said that selecting mattresses with the latest technology goes a long way to ensuring a quality night’s sleep.

“Creating the ultimate sleep

experience demands a meticulous blend of luxury, comfort, and durability,” she said.

“It’s imperative that mattresses are enriched with cutting-edge technology, provide optimal support, and are able to cater to the diverse needs of guests.”

Outside of the bed itself, there are other factors to consider that help guests enjoy an exceptional sleep experience. Recognising the importance of sleep for overall guest satisfaction is crucial.

“A good night’s sleep fosters customer loyalty,” Ms Angel explained. “Quality sleep is a fundamental pillar of a positive guest experience, influencing

reviews, repeat business, and overall satisfaction.”

Mr Deveny added that the guestroom should be considered as a whole, and all elements of the space should lend themself to a quality night’s sleep.

“While arguably, the most important element is selecting a quality mattress and bed linen, this is complemented by factors such as ensuring you have effective blackout curtains to keep out ambient light, good sound insulation to make the room quiet and lighting that doesn’t prevent the body from producing the natural hormones (melatonin) that help our body go to sleep,” he said.

For Mr Mitchinson, mattresses that can adjust seasonally are another consideration.

“There is also continual innovation for zero partner disturbance, adjustable firmness along with more environmentally friendly products and increased product circularity,” he said.

Looking at current and emerging trends, Mr Deveny identified customisable sleep experiences as increasingly commonplace in hospitality settings.

“They are a big talking point with accommodation operators right now,” he said. “A mattress that can be customised to meet the needs of almost any guest is considered the

For large-scale cleaning anywhere, anytime Compact, manoeuvrable, and quiet.

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1800 314 580 godfreyscommercial.com.au

50 AccomNews - Summer 2024

HOUSEKEEPING

Images courtesy of The Comfort Group (Sleepmaker)

‘Holy Grail’ and we’re seeing more brands expand their offering to deliver this.”

Mr Mitchinson said: “There are many different options with personalised sleep solutions that weren’t around 10 years ago. A lot of these incorporate sensory and sound elements that work in conjunction with the main mattress product.

Consumers are now tracking their sleep patterns more than ever with smart watches and other products and apps giving them greater insights on what drives a great night's sleep.”

Ms Angel believes accessibility

will continue to be a focus for the industry, with new mattress technology allowing guests to tailor the bed to meet their own needs, whether it's adjusting the height of their backs, or elevating their legs for optimal comfort.

“This is also important from an accessibility perspective, ensuring everyone, regardless of mobility challenges, can enjoy a restful night’s sleep,” she added.

Operators often consider using mattress toppers as an optional ‘add-on’ for guest comfort.

However, Mr Mitchinson explained: “High-quality mattresses generally do not

need additional toppers and they can sometimes limit the mattress technical functionality that has already been built in.

Mr Deveny warned, although some mattress toppers can add luxury there are some important considerations.

“If a guest’s sleep preferences are really specific, a topper can be an option, but the focus should remain on the mattress itself, first and foremost.”

“How much extra will it cost to launder the toppers? How much extra time is needed for housekeeping? What is the impact on breathability and overall temperature of the sleep environment when the topper is included?”

Ms Angel highlighted that everybody is different. “What is comfortable to one person does not necessarily translate to the next. Having toppers available can provide an opportunity to tailor the feel of the mattress for each individual's comfort.”

Finally, he pointed out that if a mattress is premium in nature, it shouldn’t need an additional mattress topper to achieve the ultimate sleep experience.

WE MAKE SLEEP

HOUSEKEEPING

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51

Global trends for sustainability

from a housekeeping perspective It is great to see so many accommodation businesses now investing in sustainable practices and providing more sustainable amenities.

I am sharing my experience of a recent site visit to Park Hyatt Abu Dhabi because it is a really great example to aspire to. Ram Chena, Director of Housekeeping attended the three-day L&A Housekeeping Operational Workshop in Dubai and invited me to see everything he has implemented on the sustainability front.

Ram has gone to extraordinary lengths to succeed down the “No Plastics Path”. His dispensable liquid amenities in 480ml bottles have saved the resort 39 percent in costs and reduced more than 86,000 single-use plastic bottles every year. For the “dry” amenities, the hotel is using waterproof recycled packaging which is a combination of wastepaper pulp and starch.

The amenities themselves -- comb, toothbrush, razor, cotton tips, and nail files -- have been replaced with bamboo or wooden material instead of plastic. Stirrers in the minibar are wooden instead of plastic, straws are made of sugarcane and even the Lavazza coffee capsules are 100 percent compostable paper. Plastic laundry bags have been replaced with washable

Liz Lycette Founder, Lycette and Associates Housekeeping Management Consulting

parachute material which is also waterproof. Even the shopping and beach bags at the resort are now made of jute.

The hotel is part of the “Hope for Soap” programme, recycling used soap to be processed and distributed to needy communities. The latest and most costly innovation is the installation of a water purification and glass bottling plant in the hotel. Impressively, this will eliminate 600,000 plastic water bottles per year, and with an ROI of three years, it's definitely worth the effort.

Ram is not there yet; he is still looking for a sustainable solution to plastic toothpaste tubes. The chewable toothpaste tablets he recently tried were not acceptable to the guest, and he’s now looking into recyclable aluminium toothpaste tubes. Mouthwash is also proving tricky with possible glass solutions as one option.

Images supplied by Lycette and Associates Housekeeping Management Consulting

The first time I encountered sustainability in housekeeping guestroom amenities was ten years ago. I discovered refillable 500ml shampoo, conditioner and bath gel bottles at the luxury 5-star Mayfair Hotel London, a Radisson Edwardian property.

The avant-garde management team took the brave step of offering 5-star guests premium brand bathroom toiletries in 500ml refillable bottles.

They encountered very little resistance from their prestigious clientele although they still maintained a stock of small bottles for those guests who insisted. The reduction in costs meant the hotel could use a very high-end product inside the bottles which offset the changed presentation style.

A decade on and finally hotels the world over have followed suit, and refillable large size bottled shampoo, shower gel, conditioner and body lotion are now the norm rather than the exception. Even high-end brands such as Ritz-Carlton have taken the plunge to provide exceptional quality shampoo, conditioner, body lotion and bath gel in refillable bottles.

When I worked for Marriott in Macau, we followed the progress of initiating this huge change to bathroom guest supplies in over 7000 properties worldwide.

Many months of research and testing went into ensuring the

- Summer 2024 52 AccomNews

HOUSEKEEPING

bottles were hygienic, tamper proof, easy to refill and would fulfill all the guests’ expectations.

It’s not only about small bathroom bottles, big steps have also been taken to ensure there is no longer any single use packaging throughout the guest rooms in hotels globally.

So, what’s happening in Australia? Many sustainable guest bathroom and room supplies and products are easily available in Australia, especially large size refillable bottles and the dry bathroom accessory range with sustainable packaging. Product packaging can be made from cornstarch, wheat and wood however these are often more expensive than cheap plastic alternatives.

For guest room soap recycling, Soap Aid in Australia is available to those hotels willing to pay a fee to have used bathroom soap collected, sorted, cleaned, recycled, processed and then sent on to those in need throughout the world. So far Soap Aid has saved over 290 tonnes of soap from landfill with 2.9 million soap aid bars distributed to over 500,000 adults and children globally.

Anything worthwhile takes commitment and a true desire on the part of housekeeping and senior managers to aspire to the goal of maximum sustainability.

Sleeping in style:

The art of bed presentation For those looking to refresh their guestrooms, Ms Hurst recommends against purchasing high wall mattresses as this can lead to future complications when purchasing linen.

She explained: “By purchasing a high wall mattress, operators will run into problems getting standard sized bed linen products to fit the mattress. A quality mattress is key, but it doesn’t need to have high walls.

“If you are wanting a plush looking bed, I suggest increasing the base of the bed rather than the mattress.”

Images supplied by Australian Linen Supply & Bev Martin Textiles

By Sarah Davison, Industry Reporter

The centrepiece of any guestroom is the bed, and it’s imperative to ensure guests can enjoy their stay in a bed that is not only comfortable, but wellpresented and inviting.

Numerous studies have found that a good night’s sleep enhances overall guest satisfaction and increases the likelihood of a guest returning to an accommodation or recommending it to a friend.

And while the focus often remains on the mattress itself, linen also plays a significant role. In fact, a 2018 survey by the National Sleep Foundation found that 85 percent of respondents rated comfortable bed sheets as important in

getting a good night’s sleep.

Industry expert and National Sales and Marketing Manager at Australian Linen Supply & Bev Martin Textiles, Helen Hurst believes that ensuring your guest beds are well presented and speaking to current design trends is the key to ensuring guest satisfaction.

As for current industry trends, Ms Hurst noted that more motels have begun to mirror hotels and are now also embracing white bed linen.

“White is a timeless choice for a reason - it immediately gives the guest peace of mind for cleanliness.

“As for hotels, I have noticed a move away from scattered cushions and instead, hoteliers are now using more plush looking pillows on the bed.”

Looking to the future, Ms Hurst believes that technology will increasingly play a role within guestrooms, but she believes that bed presentation will continue to honour tradition.

“I can’t see many changes evolving with the beds themselves. I believe white linen will always be the preference, but we may move away from stripe and plain triple sheeting to a pattern top sheet,” Ms Hurst said.

“In my opinion, the presentation of the bed sells the room,” Ms Hurst said.

“If the bed looks unpleasant, a guest is not going to want to sleep in it. Clean, uncreased bed linen is a must. Additionally, guest beds need four highquality, fluffy pillows and a colourful throw blanket.

“Some operators are still using scattered cushions, but it’s imperative that they are clean and fresh.”

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

Sydney Sales Office

1800 4 Linen (54636)

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

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QT Melbourne's rooftop bar transformation is a sky-high seduction

By Mandy Clarke, Editor

Nestled in the vibrant heart of Melbourne's bustling cityscape and aromatic coffeescented laneways, QT Melbourne stands as a beacon of bold and unique hospitality. This designer hotel offers a haven of extraordinary experiences, brimming with fresh adventures, endless possibilities, and joyful moments. With its creative and colourful ambiance, QT Melbourne seamlessly weaves itself into the fabric of this dynamic city.

QT Melbourne, known for its edgy essence, punchy chic and art installations, recently unveiled the remarkable transformation of its iconic rooftop bar, aptly named, “Rooftop at QT.” This transformation not only elevates the bar's offerings but also provides valuable insights for the entire accommodation industry about the value of investing in timely refurbishments.

Always popular with both guests and locals the Rooftop at QT

- Summer 2024 54 AccomNews

Images courtesy of QT Melbourne

has long been celebrated for its excellence. It won the prestigious “Best Hotel Bar” award at the HM Awards in 2017, just one of many accolades, taking out numerous best rooftop bar roundups, and awarded “Best Bar” at the Australian Gourmet Traveller Hotel Guide Awards earlier that same year.

However, this year, Rooftop at QT transcended to another level by undergoing a complete

makeover that sets an exciting new standard for luxury and innovative design.

Now glowing in a new light, QT Melbourne has raised the bar yet again. Revealing its fresh look, reinvigorated drink program, newly inspired menu and vibrant interior design on October 13, 2023, when it opened its doors to a new era.

When guests stepped out onto the rooftop they were

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wowed by breathtaking views of Melbourne's iconic skyline and astounded to discover such an impressive and creative transformation. You could say they experienced “unparalleled sky-high seduction”. The beautifully designed space includes intimate alcoves featuring private booths, a private lounge, and an outdoor bar, all seamlessly blended with modern design and bespoke art. P56

Three decades of high performance design “We design our products to be easily refurbished – extending their life once again.”

is still known for the principles upon which it was founded, consistently reaffirming its integral commitment to high-quality design and manufacturing, demonstrating longevity through quality in all facets of the business.

– Gordon Tait, Founding Director

Whether referring to design aesthetic, product manufacturing capabilities or sustainable business practice, outdoor furniture company Tait’s commitment to longevity has seen the brand thrive. Now celebrating its 30th anniversary, Tait reflects on their history of design advocacy, highperformance local manufacturing and quality craftsmanship.

Established in the early 90s by husband-and-wife duo Gordon and Susan Tait, the brand was founded at a time when the Australian market lacked well-made outdoor products, reflective of the country’s enviable outdoor lifestyle. From a small factory in Melbourne, Gordon – a sheet-metal craftsman by

Featured project: Luminare by Cavcorp. Photography by Brock Beazley

trade – and Susan – a practicing creative textile designer – began exploring new ideas and formulating innovative concepts to change the face of outdoor furniture design in Australia.

Australians,” says Gordon. “In the 90s, building high-performance outdoor furniture was new and innovative in the outdoor design space, and today we find our approach still resonates.”

“With each new piece, our approach was to refine and prototype, in order to ensure Tait products would stand up to the harsh outdoor conditions inherent in the lifestyle of

From the very beginning, the Tait design philosophy has been established upon a strong manufacturing heritage, with an inherent focus on quality and craftmanship. Today, Tait

“Understanding who, where and how our products are made, the ethical and environmental impacts involved, and how raw materials are sourced is part of a growing consciousness toward responsible consumerism,” explains Gordon. “We are focused on continually improving our sustainability outcomes, offering transparency across our operations while producing beautiful, high-performing, authentic design, made to last.”

Determined to build for a better future, whilst reflecting on the lessons learned from 30 years of design excellence, Tait remains a brand committed to the protection, promotion and creation of quality local design.

About Tait Designed & handcrafted in Australia, our products are reflective of our enviable outdoor lifestyle, built to withstand diverse climate conditions & informed by a distinctly Australian palette.

Featured Project: Hibiscus Room – Hyatt Regency Brisbane

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P54 Proud QT Melbourne General Manager, Kristen Foat told us: “The inspiration behind Rooftop at QT’s transformation lies in embracing the allure of rooftop culture, providing a venue for private moments and lively parties with friends you haven’t met yet. The striking art installations and elevated booths, offer a fresh perspective of the lively bar scene embodying the essence of the new.”

The Rooftop at QT's beverage program has also been elevated under the guidance of Group Wine Director, Chris Morrison and Rooftop at QT Bar Manager, Chris Gaweda. The cocktail menu, designed to appeal to all tastes and occasions, marries nostalgia with innovation. Signature cocktails like the “Son of Man” and “Bulleit Punch” offer a unique blend of flavours that collide with Instagrammable moments, perfect for sharing with friends.

Complementing the beverage offerings is a menu curated

by Executive Chef Nic Wood, featuring snacks and generous share plates inspired by Mediterranean cuisine. Signature dishes include the Snapper Cannoli, Fried Mortadella Sando, Lobster Cocktail, and an irresistible Ice Cream Sandwich.

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At the heart of Rooftop at QT, Andrew Lewis, QT’s Music Curator, brings to life new playlists programmed to capture the time of the day by vibe and tempo, crossing cultures and breaking down stereotypes.

Daytime is chill, easy and feelgood - perfect for a sun-soaked rooftop. The tempo kicks up a notch as the sun goes down with a revolving line-up of late-night DJs. The transition from sunlight to moonlight with a modern take on the new playlist is heavily influenced by vintage disco, boogie, and soul with an electronic edge.

Design and atmosphere Long-time QT collaborator and award-winning designer, Nic Graham is at the helm of the interior elevation of Rooftop at QT, revitalising the space with a blend of modern design and artistic vision. Newly introduced booth seating allows for intimate group gatherings while embracing the buzz of the open venue. For those after something a little quieter, there is the private lounge. The reeded glass doors are a “slide away from a hideaway” for up to 40 revellers.

Bringing Melbourne’s art culture to life, local artist Dwayne Hutton’s captivating art and hand painted bespoke wallpaper,

Images courtesy of QT Melbourne

cascades across the ceiling and further evolves digitally throughout the space. Dwayne has drawn on the electric atmosphere and ambience of Rooftop at QT, with music serving as his muse and the rooftop playlist as rhythmic inspiration to evoke moody, textured, and dynamic creations. Drawing from the bar’s palette, Dwayne has juxtaposed shades of pink and blue to create compositions that draw guests closer, unveiling intricate details, dynamic movements and rich textures that beckon exploration.

The venue boasts contemporary furniture, updated upholstery, and

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modern lighting - repurposing original pieces and giving them a second life as part of the QT’s overall sustainability goals.

Entering a circular economy, the hotel has partnered with industry experts, Tait, who design and manufacture in Melbourne, for fit-for-purpose interiors.

The newly refurbished QT Melbourne's Rooftop Bar is a must-visit destination, promising unforgettable moments and endless possibilities for both locals and travellers alike.

This stunning transformation sets the bar high and catapults guest expectations to new heights.

A winning combination Holiday parks are continuously enhancing their offerings, providing exceptional, stylish, and affordable accommodation while also improving accessibility.

Notable achievements in this field include the addition of sensory rooms, accessible pools, and stylish fittings. The Accessible Group proudly supports these developments and has recently announced our partnership with Caravan Industry Association of Australia.

Accessible pools are increasingly appearing in holiday parks, allowing the entire family to enjoy the water together, rather than a member with a disability having to sit on the sidelines.

In fact, accommodations with accessible swimming pools receive 15 times more bookings on our website than those without. Locations like Lake Tinaroo in Northern Queensland and Belmont Lakeside Holiday Park in Lake Macquarie, with their accessible swimming pools, are reaping the rewards with increased occupancy.

There is a noticeable trend in holiday parks moving towards chic and stylish designs, departing from the traditional sterile look of accessible bathrooms. A fantastic example is Big4 Castlemaine Gardens,

ACCESSIBILITY

Enhancing accessibility & style in holiday parks:

Kerry Williams Founder, Accessible Accommodation

with one of the most stylish bathrooms I've encountered.

By simply using stylish tiling and matching black grab rails, the space becomes inviting to all guests, with or without a disability. Nowadays, there is no difference in pricing when choosing brushed gold, copper, or black rails to match the tapware.

BIG4 Renmark has taken accessibility to the next level by providing a sensory room for kids with autism sensory needs.

Tactile and calming toys in a quiet space offer children, as well as tired parents, a place to relax during their holiday. Meanwhile, BIG4 Adventure Whitsunday Resort provides a warm welcome for children with sensory triggers through a special Welcome Book and a dedicated sensory room.

As Tanya Cran from the resort says, "We believe every family deserves a great holiday and are determined to provide our

Images courtesy of Accessible Accommodation

guests with a fully facilitated sensory room. The room has all the features you would expect to find in an autism-specific educational setting, and we also provide guests who plan to use the room with a special Welcome Book, allowing the family to explain what their child can expect on their holiday."

self-contained accommodation.

A main reason is the value for money and the ability to make large group bookings that holiday parks offer. Group bookings often prioritise finding accessible accommodation for one or more group members with disabilities, making the location more appealing to the entire group.

Holiday parks that prioritise accessibility are gaining popularity because they offer self-contained accommodation in regional areas, which is a preferred choice for people with disabilities.

Road trips are the preferred mode of transport for people with disabilities due to the challenges of flying. Road trips also allow them to bring their equipment and explore all that Australia has to offer.

Accessible Accommodation polled many of its 30,000 followers and subscribers and discovered that 80 percent of travellers with disabilities prefer

With many holiday parks located in regional towns it makes them an ideal self-contained accommodation choice for travellers with disabilites.

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Inclusivity:

Accessibility is good business by design

By Grantlee Kieza, Industry Reporter

One in five Australians have some form of disability and any accommodation property not catering to that market is not helping them, or their own bottom line.

© Adobe Stock, stock.adobe.com

Kerry Williams, the founder and driving force behind Accessible Accommodation, says there has been a huge shift in focus in the accommodation industry in recent years to cater for a booming market in travellers with disabilities.

“In the last two months there have been 20 accommodation properties that I’ve consulted with who have introduced new design features to improve their accessibility,” Ms Williams said.

the front door much easier, and without bumping their knees.

“Better design and layout of accommodation and its furniture are crucial to making properties more user-friendly.”

“We’ve also seen the introduction of ramps to access balconies, also providing clearance and a turning circle.”

Ms Williams said she has completed many onsite assessments for Quest Apartments, and “one very important thing they have done is declutter their rooms”.

Ms Williams said Quest Apartments in Fremantle had shown “a really good example in design” by using a multi-purpose coffee table in their rooms that had a dual-purpose seating area. The benefit for people with a disability is that the table is so lightweight anyone could move it easily if they wanted to sit on an adjoining sofa.

It is something she hopes all properties will eventually copy.

“You don’t need a coffee table and two side tables in a room,” Ms Williams said. “Decluttering improves circulation and space.

It’s a case of less is more. It’s key to accessible accommodation.

“Decluttering a room is not just important for guests who use wheelchairs but also for older people, anyone with mobility issues and people with varying vision abilities. It means rooms are much easier to navigate so guests can find their way to the bathroom, the balcony, or

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Ms Williams said Oakwood Apartments in Melbourne and the Nesuto Docklands were two properties that had “really elevated” the design of their rooms to cater for guests with disabilities.

“Their accessible rooms are so stylish that you don't even realise they are accessible,” she said. “They’ve also used contrasting colours - ideal

for guests with varying vision abilities.” It wasn’t long ago that accessible rooms looked like they belonged in a hospital, but guestroom design has improved markedly.

Ms Williams said since February her company had been running an inclusion training program and demand for the training had “certainly increased” from accommodation providers wanting to improve the experiences of guests with disabilities.

Always speak directly with them and not just to the carer or partner they are travelling with.

“In terms of technology, detachable smart devices can allow guests to check-in while seated. Some Quest hotels in New Zealand already have reception heights designed for accessibility and more will follow.”

“We’ve found in most properties reception counters are too high even in the newest hotels. Often so high that the receptionist can’t see a guest checking-in, if they are using a wheelchair.

Accessible Accommodation has recently signed an agreement with Caravan Industry Association of Australia (CIAA) to help caravan and holiday parks improve their accessibility.

The company has a similar three-year agreement with Quest Apartments, working with their 120 Australian sites. They also work with several other properties including Oakwood and Airbnb type accommodations.

“Staff should greet the guest face to face,” she said. “When communicating with someone who uses a wheelchair never presume they cannot speak.

“Having more properties with improved accessibility is not just good for people with disabilities, but also makes good business sense,” stated Ms Williams.

The inclusion training program gives “really simple tips,” Ms Williams said.

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can safely tip the water out instead of lifting the kettle.”

Hotel and accommodation property design is certainly improving. Ms Williams said many new developments now go for glass balconies because designers realise many people who use a wheelchair cannot see over standard balcony railings.

She also noted the increasing prevalence of Braille signage in guestrooms and across accommodation properties to assist guests with varying vision abilities. These signs are not just for safety reasons but to ensure all guests enjoy every element of the accommodation experience.

Improvements to accommodation design features also include modifying kitchen appliances. “Quest Penrith and several other properties I've worked with have introduced what’s called an ‘Easy Pour Tipping Kettle’,” Ms Williams said. “It’s the same price as a standard kettle but people with varying levels of hand function

Braille Tactile Signs Aust. (BTS Aust.) is a leading industry specialist in manufacturing and supplying high-quality, dependable statutory, wayfinding, and custom signage to hotels and accommodation properties.

This signage encompasses amenities, directories, room and reception signs, and more.

© Adobe Stock, stock.adobe.com

© Adobe Stock, stock.adobe.com

“Accessible properties have broad appeal across the population.”

Claudia Gatt, CEO and Managing Director of BTS Aust., explained: “We offer a range of wayfinding and design consultancy services, with a focus on delivering long-lasting solutions for all stakeholders, especially those in our community who are blind or have low vision levels.

“People with special needs want to be acknowledged as travellers and desire the same level of experience and accessibility as everyone else,” she emphasised. “Providing Braille Tactile Signs in guestrooms and throughout the property is crucial for inclusivity and ensuring equal access for individuals with varying vision abilities. This not only enhances

compliance and safety but also fosters customer loyalty and positive public relations.”

Furthermore, Ms Gatt said: “By incorporating BTS, hotels demonstrate their commitment to creating an inclusive environment for all guests, regardless of their abilities.

This ensures that individuals with varying levels of vision can independently navigate and enjoy the facilities.”

In conclusion, she reminded us: “For most people who purchase BTS, it's a compliance requirement, but for those who rely on them, it's about their independence. For the BTS Aust. team, it's about ensuring both!”

Is your establishment code compliant?

Did you know that Braille Tactile Signs are required in all public and commercial buildings and spaces, to include amenities, accessible entrances, lifts, exits, and more.

BTS guidelines and regulations are not widely recognised, understood or correctly adhered to. The BTS Aust. team does the hard work for you; analysing your floorplans, determining what BTS is required and then produce your order. Braille Tactile Signs Aust. are industry leaders specialising in wayfinding signage, wayfinding consulting and custom design services.

With over 50 years of industry knowledge and expertise, the family business was established

in 2002 by father and daughter Roland and Claudia Gatt.

Proudly Australian made and owned, stocking the largest standard range available to market, with 1,000s ready to be shipped daily. Need something different? Easily customise any of the standard range BTS or get custom signs designed and manufactured to your exact specifications.

Designed and built to outperform; offering a durable, compliant and aesthetically pleasing sign that is able to be kept hygienically clean.

Trusted and recommended by engineers, designers, architects, consultants and the signage industry alike.

Service / Quality / Compliance Reliability / Integrity / Longevity For more information contact BTS Aust. on 03 9876 0898

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CASE STYUDY

Hotel Etico:

A powerful “change agent”

By Sarah Davison, Industry Reporter

hospitality skills while being paid an award wage. Hotel Etico trainees also live onsite to further increase their life skills and independence.

Hotel Etico, the first social enterprise hotel in Australia is helping young people with a disability to step into rewarding careers in hospitality.

“The trainees live in what is known as the Academy of Independence, which is a supported apartment that’s part of the hotel,” Mr Comastri said.

Based in the Blue Mountains, Hotel Etico is staffed by hospitality trainees with disability alongside industry professionals. It's a unique business model that aims to break down barriers preventing people with disabilities from achieving their full potential. Hotel Etico uses an integrated program of on-the-job vocational training, coaching in capacity building, and independent living onsite with carer support to facilitate a pathway to employment and life skills.

Given Australians living with disability face unemployment rates significantly higher than the rest of the population, Hotel Etico provides young people with disability a viable path to employment and independent living.

According to the Australian Network on Disability, there are 2.1 million Australians of working age with disability.

Of these, just under half were employed (47.8 percent),

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“They live there for the whole duration of their program, which is a minimum of 12 months.

The program is a combination of learning work, hospitality, and independent living skills.

It sets trainees up for very good opportunities in life, developing independence and a life of dignity and inclusion.”

The benefits of the Hotel Etico model stretch beyond the trainees themselves, also helping to shift preconceived beliefs and attitudes within the wider community.

Images courtesy of Hotel Etico

compared with 80.3 percent of people without disability.

Additionally, almost one in five (18.9 percent) of people with disability aged from 15 to 24 years reported experiencing discrimination.

Based on a model from Italy, Hotel Etico Australia co-founder and CEO Andrea Comastri said that after hearing about

the success of the program overseas, he instantly fell in love with the idea.

“The model sounded very solid, visionary, and innovative. I immediately wanted to get involved, and said 'let's make it happen’,” Mr Comastri told us.

The model offers on-the-job training to young people with disability, they learn valuable

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“Other layers of impact are created, exposing the mainstream community of guests to people with a disability in an open work environment,” he explained.

“Transforming perceptions and knocking down barriers daily.”

Additionally, Hotel Etico works with employers and hospitality businesses to create long-term partnerships and help secure employment for trainees post-graduation.

Images courtesy of Hotel Etico

“At the end of the program, we support our graduates to secure open employment in the hospitality and tourism sector. We've lined up a series of significant partnerships with well-known brands. We help our trainees find jobs and help make those jobs become careers.

“We also use resources and participate in cultural workshops to encourage confidence in employing people with disability. We aim to change the culture of workplaces.”

For the hospitality and tourism industry, the launch of Hotel Etico couldn’t have come at a better time, with a worker shortage continuing to plague the industry post-pandemic.

According to hospitality industry jobs platform, Barcats Australia, the country needs an “army” of hospitality workers to fill an estimated 200,000 jobs nationwide.

To help meet industry demand and upskill as many young people as possible, Mr Comastri said the goal was to see a Hotel Etico in every Australian state and territory.

“We are on the search for partners and looking for properties for our next Hotel Etico location. Over the next twelve months, we will have tangible plans for future sites.

It’s very exciting,” he revealed.

Given the industry’s current focus on accessibility, Mr Comastri believes there is no

better time for the model to expand into additional locations.

“It’s about inclusion and you can’t be what you can’t see,” he said. “If you see someone with a disability working in a hotel, you get inspired.

We hear many stories about how we've changed lives.

“One example that comes to mind is about one of our original graduates, Josh. While undertaking work experience at the Fairmont Resort in the Blue Mountains, Josh was serving breakfast. Later that morning the general manager shared with us that a couple of guests revealed to him a very personal story - their daughter-in-law in the US had just received news that the baby she was carrying had Down Syndrome.

“They were feeling lost, in shock, and unsure of what the future looked like when they walked in for breakfast that morning. Then they were served by Josh, a 34-year-old man with Down Syndrome who greeted them with a big smile and a great personality while performing his job with great skill. Without even knowing it, Josh became a ‘change agent’.

“The couple also reached out (to us) and said this interaction had quite literally changed their lives because suddenly, the world of possibility for their unborn grandchild opened up.”

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Modernising balconies and balustrades:

Safety and style in focus

By Mandy Clarke, Editor

Your property’s outdoor spaces should allure and entice, inspiring guests to marvel at magnificent views from beautiful balconies and balustrades while also feeling safe and secure.

As highly visible components of the exterior, the condition of your balconies and balustrades will affect your property’s curb appeal. To impress, it’s crucial that they are always pristine.

Due to location and weather, even the most well-built and well-maintained balconies and balustrades can be prone to a range of issues and challenges.

Fading paint, rust, or general wear and tear can negatively impact their overall appearance over time. Neglect can lead to structural problems such as cracks, corrosion, or weakening of support elements. Importantly, this can compromise the safety and stability of these structures.

Poor waterproofing or inadequate drainage systems can lead to water penetration, resulting in leaks and water damage to both the balcony structure and the interior spaces below.

Images courtesy of CPR Facade Upgrade Specialists

Grout between tiles and sealant around joints and edges can degrade over time and can also result in water infiltration. Missing grout can also pose a trip hazard.

Inadequately designed or maintained balustrades may not meet safety standards, and loose or damaged balustrades can lead to accidents.

Balconies and balustrades require regular maintenance, including cleaning, inspection, and repair. Neglecting upkeep

leads to more significant problems down the line and higher repair or replacement costs. Therefore, proactive maintenance is imperative.

We bring you insights from seasoned experts…

Modern aesthetics and safety One of the primary goals of balcony and balustrade refurbishments is to achieve a stylish outdoor space for guests to enjoy without compromising

on safety. A modern approach to refurbishment should prioritise both.

Rodrigo Hidalgo, Project Manager and Architect, from CPR Facade Upgrade Specialists, emphasised the importance of engaging the right contractor. He said: “Reasons for refurbishment of balconies can vary from simple aesthetic upgrades to addressing technical problems like water penetration and damage, corrosion, or structural issues in the worst scenarios.

Whatever the reason, it is recommended to engage the right contractor because many things can go wrong with DIY projects on balconies, especially in high rise apartments. Safety is the primary concern.

“Working in a reduced area at high levels above the ground must be carried out by qualified tradespeople to ensure that the risks of falling objects and people are safely mitigated. It is important to note that when the project involves balustrade replacement, the balcony becomes a high-risk working area where all considerations for protection and limitation of residents' access must be considered.”

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It’s a big decision Repainting your building?

We understand that choosing the right people to upgrade the facade of your building is one of the biggest decisions a hotel will ever make. Our mission is to help make that decision as informed as possible whilst ensuring the project itself is seamless for both the hotel management team, owners, and guests.

Why is CPR so good to work with?

We only use the highest quality products.

Over 30 years in the industry means CPR has a deep understanding of client needs.

We know that providing a professional process - on time and on budget - is just as important as delivering a flawless final result. We understand that choosing the right people to upgrade the exterior of your building is one of the biggest decisions a hotel must make.

Our insistence on using only the highest quality remedial products and paints from Dulux, Wattyl and Taubmans ensures the facades we upgrade stay looking better longer. That’s why we offer a 10 Year Warranty (12 years with Lifetime Aftercare!)

How do we deliver such great value?

“The multiple step cleaning and painting procedure produces a result only seen at the time of a hotel opening. CPR/FUS exceeded Park Hyatt Sydney’s expectations by producing an unmatched level of service, performance, and end result. We have no hesitation in referring CPR to any potential client.”

- Wayne Sahlmant Engineer Manager, Park Hyatt Sydney

We have been refining the PaintLab System over the last 25 years. At its core is our patented rope access system (PEARS) that negates the need for costly scaffolding, making us safer, faster, quieter and more efficient.

Furthermore, we employ our own tradesmen, so our workforce is consistent, reliable and committed to quality.

The peace of mind in getting the job done well.

We are proud to have so many positive testimonials from our happy customers.

CPR consistently provides high quality remedial building works in conjunction with our repainting services. We also carry out exterior cleaning services as a stand alone offering. These services are available in Sydney, Melbourne and Canberra. To date, CPR has completed over 300 major projects including hotel upgrades at Vibe Mascot, Ibis Sydney Airport & Park Hyatt Sydney.

It’s more accurate quoting Our unique access systems mean that rather than just guessing how much remedial work needs to be done, we traverse the entire building (including with drones) and document each individual issue to ensure the most accurate quote possible.

www.cprfacadeupgrades.com.au - www.paintlab.com.au

Call us today for a no obligation consultation on 1800 322 223 Want to know more about our service and offerings? Follow us on social media to stay in the loop cprfacadeupgrades CPR Facade Upgrade Specialists CPR Facade Upgrade Specialists CPR Facade Upgrades

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Innovative balustrade solutions The latest balustrade products have set new standards in design and safety. These solutions not only serve their practical purpose but also contribute significantly to the overall ambiance of the outdoor space.

Mr Hidalgo highlighted the importance of compliance with Australian Standards.

“Replacement of balustrades is a task that will be carried out probably once in the lifetime of a building, meaning that the new addition or alteration needs to meet the standards of the time,” he stated. “It’s imperative that the manufacturer and installer can demonstrate compliance both with the design and during installation.”

Concrete balconies have long been a staple in the accommodation industry.

However, their durability and life expectancy can be enhanced through thoughtful design features and materials.

Vicente Ramirez Senior Project Manager from CPR Facade Upgrade Specialists provided insight on this.

Images courtesy of CPR Facade Upgrade Specialists

He said: “Floors must be properly sealed with waterproofing paint or membranes under the tiles, proper sealant around the boundaries (between tiles and sliding door frame and walls). All signs of rust on ceilings should be treated.

Proper paint coatings should be applied to all surfaces, cleaned every three years, and recoated every 10 years.”

Advanced waterproofing and repair Addressing grout and waterproofing issues is crucial to balcony maintenance, Mr Ramirez advised.

“Grout is water-resistant, not waterproof. Therefore, balcony drains should always be clear to allow any water to drain away,

avoiding any pooling. Grout can be sealed, applying grout sealer to improve its water resistance.

If grout is deteriorated, it should be replaced,” he said.

“Proper grouting in floors, as well as waterproofing membranes and sealants around the boundaries, should last 15 years."

Employ trained professionals Both experts stressed the importance of employing trained professionals for regular maintenance.

Mr Ramirez explained: “Trained professionals can see things that average people don't.

They can identify problems sometimes before they happen or choose the optimal solution for a specific situation.”

Mr Hidalgo added: “Just like any building upgrade, the refurbishment of a balcony immediately increases an asset's value. While balustrades don’t always need replacing, they are candidates for revival whenever quoting a building for exterior works.

Repainting a balcony and its balustrades on older style buildings is a must whenever a façade repaint is required.”

- Summer 2024 64 AccomNews

REFURBISHMENT

New trends in design There has been a move towards glass for new buildings. It’s a versatile material that offers practical and aesthetic advantages, maximising benefits of natural light and boosting appeal with stylish glass balustrade options.

The use of stainless-steel frames mixed with glass provides not just a stylish upgrade; but also ensures a longer life expectancy due to the anticorrosive properties of both materials.

Modern safety standards New standards in design and safety of balustrades have been set with the latest in structural glass products. High resistance glass mixed with high-grade aluminium channels offers frameless uninterrupted views, creating a whole new experience for guests, especially those who use wheelchairs.

By embracing innovative solutions and investing in maintenance with the guidance of qualified professionals, operators can really elevate the guest experience.

360 DEGREES OF CONVENIENCE! Indulge in the perfect tea or coffee experience with the Nero Rola White Kettle. Boasting a 1.7L capacity and 2200W of power, it combines efficiency with elegance. A glossy white finish adds a touch of sophistication, while the water window lets you monitor the level with ease. The removable mesh filter ensures a smooth pour every time, while the 360-degree cordless base allows for seamless handling and the concealed element ensures effortless maintenance. The Nero Rola White Kettle follows the success of the black version, maintaining the same commitment to quality and style. It comes with a 2-year warranty, adhering to AUS/NZ Electrical Safety Standards for your confidence. Join the Nero family!

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

THE UNIQUE CHRISTIE BARBECUE HOOD The unique Christie barbecue hood is designed it to complement 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

MAKE A DIFFERENCE!

THE ETHICAL CHOICE IN BODY CARE Fully embracing the fair trade concept, FAIR CosmEthics was one of the first bath & body brands to be awarded the well-known Fairtrade seal. Premium quality formulations are enriched with carefully selected ingredients, cane sugar, Brazil nut oil and olive oil, sourced via the Fairtrade network of farmers and workers. Exuding a fresh and fruity scent with playful, floral notes that awaken the senses, and warm, woody aromas, creating a sumptuous guest experience. Available in SHAPE; the latest innovation in factory-sealed bathroom dispensers that are 100% recyclable, easy to replenish, hygienic and aesthetically pleasing. Enquire with Swisstrade.

Australian natural pH8 spring water inside a sustainable plant-based carton. Waterbox is made mostly from renewable materials like sugarcane and wood fibre, produced responsibly with less impact to our planet.

The thermal qualities of the carton protect the premium water sourced from an inactive volcano in Ballarat, naturally high in silica, magnesium, potassium, and calcium.

Waterbox cartons are not only refillable but are now fully circular as they are recycled into sustainable, low carbon building materials.

By choosing Waterbox you are making a difference and supporting Australian owned.

C The Boxed Beverage Company Pty Ltd P 0411 884 888 E sales@waterbox.com.au W waterbox.com.au

C Swisstrade P 02 9979 1500 E info@swisstrade.com.au W swisstrade.com.au WHAT’S HOT

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Preferred Supplier Programme

BEDS & BEDDING

FURNITURE

assisting the industry MANUFACTURERS OF QUALITY BEDDING QUALITY WITHOUT COMPROMISE FACTORY DIRECT PRICES

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

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

It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers.

BED SPREADS & BED COVERING PRODUCTS

www.accomnews.com.au/psd then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the AccomNews magazine and online at accomnews.com.au.

Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme: 1.

2.

3.

4.

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).

All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.

Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.

Subject to the satisfaction of these processes and commitments suppliers

66 AccomNews - Summer 2024

Save time... Do it Online...

The sign of an Industry Specialist

5.

FURNITURE - OUTDOOR

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

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.

0418 765 257

www.casualfurniture.com.au

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

ENERGY MANAGEMENT CONSULTANTS & SERVICES

SUPPLYING ALL TYPES OF COMMERCIAL QUALITY FURNITURE, UMBRELLAS & SUNBEDS

Australia’s leading embedded energy provider and sustainable energy experts.

1300 806 806 altogethergroup.com.au

PREFERRED SUPPLIER DIRECTORY

LARGE INVENTORY FOR FAST DELIVERY AUSTRALIA WIDE BEST PRICES info@kudosfurniture.com.au

W I D E A U S T R A L I A

SECURITY SYSTEMS &/OR CONSULTANTS

INSURANCE

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES

Save time...

Do it Online...

Innovating Hospitality Technology

Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

Reliability Is The Key

www.daydreamleisure.com.au

Our Service

sales@daydreamleisure.com.au

EMS & GRMS Systems

Energy-efficient Mini-bars

In-room Digital Safes

Self Check-in Kiosk

Smart Electronic Locking

IoT Technology Robots

GUEST ENTERTAINMENT SYSTEMS

The sign of an Industry Specialist

Voice Activation

Contact Us +61 2 9472 2000

www.vintech.com.au

info@vintech.com.au

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

www.accomnews.com.au/psd

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

Data Network Design & Installation.

They’ll thank you for it!

Simply send their details with a short testimonial to: psp@resortpublishing.com.au or call 07 5440 5322

honeybadger.tech Save time... Do it Online...

PREFERRED SUPPLIER SHOWCASE

www.accomnews.com.au/psd

HOTEL, MOTEL & RESORT SUPPLIES

Save time...

Do it Online...

The sign of an Industry Specialist

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

• Guest Amenities • Hotel Bed Linen • Pool Towels • Portion Control • Tea and Coffee • Housekeeping Supplies

Phone: 1300 651 355

www.hotelproductsdirect.com.au

www.accomnews.com.au/psd LINEN &/or LINEN GOODS COMMERCIAL GRADE HOSPITALITY LINEN

Table • Kitchen Bed & Bath Linen

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

Sydney Sales Office

1800 4 Linen (54636)

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

SYDNEY SALES OFFICE:

1800 4 LINEN (54636) sales@bevmartin.com.au

www.bevmartin.com.au

THE SIGN OF AN INDUSTRY SPECIALIST

PREFERRED SUPPLIER DIRECTORY

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67

Give guests everything they want, all in one place

Provide the ultimate in-room experience for your guests with world-class entertainment, 50+ live sports, 1,000+ movies*, plus integrated casting and on-screen compendium. All through Foxtel’s Business iQ. Call 1300 790 182 Visit foxtel.com.au/biq *Movies included when you take the Movie Vault add-on pack. Some channels not available in public viewing areas.

This product is available to Foxtel Business subscribers only. Requires purchase of 100% of screens within the site.

Requires internet connection. Availability of particular titles may vary.

Black Adam: © 2022 Warner Bros. Ent. All Rights Reserved © & TM DC.