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PO Box 1080, Noosaville BC, QLD, Australia 4566 Phone: +61 (07) 5440 5322 mail@accomnews.com.au www.accomnews.com.au
EDITOR
Mandy Clarke, editor@accomnews.com.au
INDUSTRY REPORTERS
Sarah Davison & Grantlee Kieza OAM
PRODUCTION
Richard McGill, production@accomnews.com.au
ADVERTISING
Stewart Shimmin, s.shimmin@accomnews.com.au
Joe Clarke, j.clarke@accomnews.com.au
Dee Dawson, d.dawson@accomnews.com.au
SERVICE/SUBSCRIPTIONS
Gavin Bill, service@accomnews.com.au
CONTRIBUTORS
Carlos Moncho, James Goodwin, Kerry Williams, Liz Lycette, Peter Shelley, Stephen Ferguson and Stuart Lamont.
Inside our Spring issue
Fresh faces, new ideas, and the future of hospitality
Spring is here, bringing with it a fresh wave of ideas, insights, and inspiration for the accommodation industry. Whether you're looking to revitalise your business or stay ahead of the latest trends, this issue has something for everyone.
We’re delighted to introduce James Goodwin, the new CEO of Accommodation Australia. With a background in journalism and government relations, James is ready to tackle the challenges and opportunities the industry faces with a fresh perspective.
We also sat down with Scott Wiedemann, National Accommodation Manager at Foxtel. With over 17 years of experience in senior management, Scott has been
Mandy Clarke, Editor editor@accomnews.com.au
pivotal in shaping Foxtel’s Business iQ platform. He shares how technology is transforming the guest experience and what’s on the horizon for in-room entertainment.
Did you know the demand for accessible rooms is increasing rapidly, particularly for guests with higher physical needs? Providing accessible
accommodation is a real opportunity for properties to stand out. We explore the ways accommodation providers can work to cater for this growing yet underserved market.
AI is making waves across the accommodation industry, from streamlining reservations to optimising housekeeping operations. The possibilities are endless, and we’re only scratching the surface of what’s to come. Our article outlines some of the many ways AI could be useful in your accommodation business.
AccomNews has proudly supported the NoVacancy Hotel and Accommodation Industry Expo since its inception, and this year’s event was no exception. NoVacancy 2024 was bigger and better, with thousands of industry professionals exploring the latest in hospitality
solutions, sustainability efforts, and revenue strategies. If you couldn’t attend, don’t worry –our full recap is coming soon, and be sure to mark your calendars for next year.
In this issue, you’ll find plenty of inspiration, whether you’re exploring the latest guestroom technologies, considering installing EV charging stations, providing guests with electric bikes, or looking to elevate the guest experience with premium amenities and accessories.
I hope you enjoy this spring edition of AccomNews, filled with all the insights and tools you need to stay informed and inspired.
Until next time, happy reading, and here’s to a successful spring season! Warmest regards, Mandy.
Our team brings extensive industry experience to deliver complete "turn-key" solutions for recreational spaces of all shapes and sizes. We dedicate ourselves to delivering spaces that are not only innovative and safe, but also perfectly aligned with our clients' visions.
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Hitting the ground running
It’s great to be able to write my first column for AccomNews as CEO, and I’m looking forward to the opportunity to communicate with you regularly and directly.
My focus in my first couple of weeks in the new role has been to fully understand the issues in our sector, and it’s very clear that workforce challenges remain a huge priority. Attracting and retaining skilled staff is critical across the sector and understanding current and planned changes to visa and migration rules is also crucial.
I’ve already had meetings in Sydney and Canberra with Jobs and Skills Australia Commissioner Professor Barney Glover, the Department of Education and Training, and the offices of the new Minister for Home Affairs and the new Minister for Skills and Training.
It’s encouraging to see the importance placed on our sector, and we have strong access and engagement with these decision-makers. The key is to ensure this access translates into a proper understanding and respect for our issues. That’s why we need to maintain evidencebased advocacy and a united voice. Indicators like occupancy rates and staff shortages are key for the government and tell an important story about the state of the accommodation sector.
I was surprised to see that much of the data being relied on is from 2021 or 2022. Relying on pandemic-era data doesn’t provide an accurate or upto-date assessment of what you’re experiencing right now. Current data is crucial, and we rely on our hard-working members to provide it.
As some of you might know, I came from the aviation sector, where I worked as CEO for the peak body, the Australian Airports Association. It’s no surprise I maintain an interest in
James Goodwin CEO of Accommodation Australia
related issues that affect both tourism and accommodation.
Wherever we are in Australia, we should all welcome the news that Melbourne Airport’s long-awaited third runway has been cleared for construction by the Federal Government. I note AA Victoria’s Dougal Hollis recently welcomed this very announcement in the media.
This key infrastructure project will commence construction in 2025 and is set to open in 2031. It couldn’t come at a better time. Melbourne Airport’s annual passenger numbers are expected to grow from 36 million currently to 76 million by 2042. To meet this demand, the hotel development pipeline will see more than 7000 new hotel rooms across 30 new properties open in the state over the next few years.
We need to maintain evidence-based advocacy and a united voice
Melbourne Airport’s increased capacity will drive more inbound demand to fill our expanded accommodation inventory and encourage visitor dispersal to regional areas and other parts of Australia. We know that wherever international tourists enter Australia, they often travel around the country to experience as much as they can. Around 30 percent of domestic flight passengers are international tourists. While infrastructure is one part of the equation, we must collectively work to attract more international visitors to Australia. Promoting our unique destinations and accommodation offerings to new people and markets will remain vital for some time.
International tourist numbers remain at just 83 percent of pre-COVID levels, according to July 2024 figures from the Australian Bureau of Statistics.
Our top source country for international visitors is New Zealand, followed by China, the United States of America, Japan, and the United Kingdom. Chinese visitors are still at 69 percent of pre-COVID levels, and predictions suggest they may not return to previous numbers. Diversifying our markets will be important, and the accommodation sector needs to be ready to support growth in new and emerging markets.
It’s great to see that arrivals from South Korea are at 149 percent of pre-COVID levels and arrivals from India are at 103 percent. There’s also strong growth from South-East Asian countries.
I’m excited to lead the sector during this exciting period of growth and renewal.
Despite challenges such as rising operating costs, chronic workforce shortages, and increasing regulatory burdens, it’s clear to me that the passion of the people in the accommodation sector makes it all possible. That passion drives us all to do better for our industry, the communities we operate in, and ultimately, the guests we serve.
Progress and challenges in recovery of inbound holidaymaker market
Australia’s tourism industry has shown remarkable resilience in the face of the significant challenges of the past few years. As the last industry to get back to business after the pandemic, export tourism operators are still rebuilding, with inbound holidaymaker numbers remaining around 80 percent of 2019 figures.
As we progress through 2024, the recovery of the inbound holidaymaker market must be a key focus, not just for ATEC but for the entire nation.
In 2019, international visitors spent a total of $16.7 billion on their holidays to Australia. Adjusted for inflation, the Reserve Bank of Australia says that figure would be closer to $20 billion in today’s terms. By comparison, the $13.72 billion spent in the past year highlights that, while we are making significant strides, we have not yet returned to prepandemic levels in spending.
The gap between these figures underlines the fact that, despite the encouraging recovery, the yield from international tourism remains considerably down from where we were in 2019. It tells us there is a broader economic landscape to consider, and ongoing efforts are needed to bring our industry fully back to its peak.
Visitor volume also continues to sit at around 80 percent of 2019 levels. This reduction directly impacts total expenditure, with fewer tourists naturally leading to lower overall spending. In 2019, the growth expectation for inbound holidaymaker numbers was around five percent a year, which would have seen almost 9 million international holidaymakers visiting our shores in 2024. These unrealised numbers represent millions in lost revenue, not just in direct
Peter Shelley Managing Director, Australian Tourism Export Council
tourism spend but through the ripple effect across the broader economy. The gap between where we are and where we could have been underscores the pressing need for strategic efforts to reclaim lost ground and propel the industry toward a robust and sustainable recovery.
The decrease in visitor volume is not just a matter of numbers; it affects the broader tourism ecosystem, including accommodation providers, tours, attractions, and tourism activities and experiences across the country. The reduced yield highlights the challenges we face in attracting more international visitors, especially in a highly competitive global
Recovery of the inbound holidaymaker market must be a key focus, not just for ATEC but for the entire nation
tourism market where every destination is vying for highvalue international tourists.
Several factors have contributed to the current state of the market. Global economic conditions, including fluctuating exchange rates and inflation, have significantly shaped travel decisions. Additionally, changes in traveller behaviour have led to more cautious spending and shorter stays. The role of government and industry in supporting the recovery cannot be overstated. Government support through marketing campaigns and favourable visa conditions will be crucial in encouraging international tourists to choose Australia.
Looking ahead, there are both opportunities and challenges on the horizon. While we
are optimistic about the continued recovery of the inbound holidaymaker market, it’s clear that we must remain vigilant and adaptable to the evolving global environment. Targeting emerging markets, promoting Australia’s distinctive experiences, and continuing to innovate in our approach to tourism marketing will be essential for driving growth.
While Australia’s tourism industry has demonstrated its resilience, and the progress we’ve made is significant, we’re not yet back in the black. Continued effort and collaboration will be needed to see our industry fully recover and, hopefully, position us as an even more competitive player in the global tourism market. The journey ahead may be challenging, but the potential for growth and success is certain.
The hidden surcharges emptying your wallet
The old-fashioned wallet, and the physical cash inside it, is becoming an increasingly rare sight in hotels and accommodation venues.
The use of cash had been slowly declining for years, but the COVID-19 pandemic supercharged the use of digital transactions.
When businesses temporarily stopped accepting notes and coins, it changed patron behaviour. People quickly got used to tapping a card, phone, or smartwatch, and the habit is here to stay. The Reserve Bank of Australia estimates Australians now use cash for only 13 percent of transactions, down from 27 percent in 2019.
The convenience of electronic payments is great for the customer experience – it’s quick, easy, and you don’t have to visit an ATM – but it comes at a cost.
With the increase in digital transactions comes a rise in credit card and EFTPOS merchant fees, and this is particularly true for hospitality.
Pubs, for example, have a high turnover of hundreds of small transactions each day, most of them done with tap-and-go cards.
The RBA estimates the average cost of processing payment methods to be less than 0.5 percent for EFTPOS, between 0.5 percent and 1 percent for Visa and Mastercard debit cards, and between 1 percent and 1.5 per cent for Visa and Mastercard credit cards.
So, for example, on an $11 pint of beer at the pub, the total amount you'll pay with a 1.5 percent surcharge will be $11.17. A fraction of this money goes to the business’s bank account, a little goes to the payment network (most often Visa or Mastercard), but the
Stephen Ferguson CEO, Australian Hotels Association
majority goes to the payment platform or bank for processing the transaction. And these small amounts add up fast.
The Federal Government estimates major banks and card providers netted $4 billion in the past year from surcharges. The surcharge rate is determined by the merchant service fee, which is negotiated between the merchant and their bank.
Larger merchants, such as supermarkets, department stores, and energy companies, can negotiate low rates. But smaller businesses, with less negotiating power, are stuck with higher service fees.
High merchant fees eat into profit margins, and businesses need to find a balance when passing these costs on to customers.
Least Cost Routing (LCR) provides potential to bring down payment costs for debit card transactions, and the RBA has been very vocal in calling on banks and payment providers to offer LCR to merchants.
In the past, customers would insert their debit card into a terminal to make a payment and were asked to select which network to use via CHQ or SAV buttons, or the international network by pressing the ‘Visa Debit’ or CR button.
When a customer makes a contactless payment by tapping, the transaction is automatically routed to the default network
The Reserve Bank of Australia estimates Australians now use cash for only 13 percent of transactions
programmed on the card, which is typically the more expensive international network.
LCR essentially sets the default to the cheapest network.
Hotels should be actively inquiring with their banks about LCR options and whether it is right for their business. They should always review surcharge rates, negotiate, and shop around where possible.
As the cost of living crisis deepens, the RBA has brought forward its review of surcharging and plans to release a consultation paper by the end of the year.
The RBA review will look into whether surcharging should be banned altogether, as it is in Europe and the UK.
This would force small businesses to absorb the costs
and pass them on through general pricing, rather than the current model of adding them on top of the price of the product.
The rationale is that it allows a clearer price-on-price comparison, which may make sense for large retail, but not for hospitality.
The AHA and our sister organisation, Accommodation Australia, support the status quo. We support transparency because we want customers to see exactly what they are paying and why.
We don’t want the person behind the bar blamed for the increased cost of a schooner when the venue has no control over it and doesn’t gain extra profit.
For the consumer, the easiest way to avoid any card surcharges is to dust off the old wallet and pay for everything using cash.
Let’s keep it level
The Victorian Government’s proposal to introduce free camping in parks may sound like a generous, family-friendly initiative, designed to ease the burden of cost-of-living pressures. However, while the sentiment may sound altruistic, this move could have serious flow-on effects for the caravan park industry and broader regional economies across the state.
Without sounding cynical, it is hard not to see this type of move by governments as a grab for votes. In reality, we are looking at a scenario where the government is intervening in a market that is already mature and under incredible pressure due to regulation and rising costs.
Stuart Lamont CEO, Caravan Industry Association of Australia
Victoria’s caravan park industry is a critical part of the state’s tourism infrastructure, contributing significantly to both regional economies and employment. Nationally, the caravan and camping sector generates over $27 billion annually, and it continues to be a major contributor to the economy, with 60 million visitor nights recorded in 2023 alone. Victoria accounts for a significant proportion of these figures, with regional caravan
The caravan and camping industry is the lifeblood of regional economies
parks playing a pivotal role in attracting both domestic and international visitors.
And it’s not just about the dollars. Caravan parks provide substantial employment opportunities in regional communities. These are real jobs for real people – park managers, maintenance staff, local cleaners, and service providers – many of whom depend on a steady flow of visitors to stay afloat.
The government’s plan to eliminate fees from 131 bookable campsites across state parks may seem like an innocuous step toward encouraging outdoor
tourism, but it could create a significant imbalance in the market. Private caravan park operators, who already contend with rising operational costs –ranging from wage increases to skyrocketing insurance premiums – are now forced to compete with a state-subsidised free camping alternative. This creates an unfair playing field where private operators, who must invest in amenities, staff, and infrastructure to maintain competitive standards, as well as contend with a growing number of regulatory hurdles, are at a disadvantage.
The concept of competitive neutrality is well understood by the Victorian Government – the very premise of it, however, is that a financial transaction needs to occur. By virtue of removing the cost of camping, in effect, provides the government carte blanche mandate to avoid cost attribution and public benefit analysis in a market where the government in many cases is the regulator (and can impose double standards on its assets as opposed to those in the commercial market) as well as a landlord (with crippling conditions which discourage investment by commercial operators).
Don’t get me wrong – the underlying concept of providing access to Victorians (as well as interstate and international tourists) at a more competitive price is welcome. The health and relationship benefits of outdoor camping are well known, and national parks provide approximately 17 percent of all caravanning and camping nights in the state. They are important to the product mix for consumers wanting an outdoor experience, which the industry embraces. It is also acknowledged by virtue of their more primitive amenities and services that there can be a price differential for state parks versus the commercial operators depending upon the location. The caravan and camping industry is the lifeblood of
regional economies, especially in areas where tourism may be the primary or sole economic driver. Many parks are located near attractions and activities that create additional spending in regional economies, supporting local shops, cafes, and recreational businesses. If visitors bypass private parks for free camping options, the economic chain reaction will be felt across a wide swathe of local businesses, further threatening regional sustainability. To quantify the magnitude of this, the average caravan park visitor spends around $180 per night on local products and experiences during their stay. By drawing visitors away from private parks and into free state park campsites, this initiative risks depriving small regional towns of vital tourism revenue.
It’s not just about the money either – caravan parks are deeply embedded in the social fabric of these communities. They often host local events, sponsor regional activities, and serve as meeting points for travellers and locals alike. These parks invest back into their communities, employing locals and buying from local suppliers. Their economic footprint extends far beyond the park’s boundaries, making them integral to the viability of many regional towns.
If state governments across Australia begin offering free camping en masse, it will likely
stifle the growth of the private sector. Operators who were once able to invest in new facilities, upgrade their parks, and create more attractive offerings will be forced to scale back, reducing the overall quality and appeal of the industry. This would also lead to fewer jobs, lower investment in regional infrastructure, and, ultimately, fewer options for travellers.
While the Victorian Government’s plan to provide free camping may be well-intentioned, its broader impact on the caravan park industry and regional economies must be carefully considered. Nationally, the caravan and camping industry has seen remarkable growth over the past decade, driven by a desire for more affordable, flexible, and local travel options. During the pandemic, many Australians turned to caravan and camping holidays as a safe and socially distanced way to travel, and this trend has continued post-pandemic.
Rather than only offering free camping in state parks, the Victorian Government could consider other ways to support families while ensuring the continued viability of the private sector. One solution could be to provide subsidies or rebates to low-income families to make camping in caravan parks more affordable, maintaining fair competition. Another option is for the government to invest
similar amounts, as would be lost in revenue, into partnerships with private operators to upgrade existing facilities, ensuring that both public and private parks can offer high-quality experiences without distorting the market.
Additionally, targeted government investment in regional tourism infrastructure would help enhance the overall visitor experience, benefiting both public and private camping sites. Programs that promote sustainable tourism, improve regional connectivity, and develop new attractions could encourage more people to travel and spend in regional areas, providing a win-win for both families and local economies.
A level playing field is essential to ensure the sustainability of this important sector. As we move forward, we must focus on policies that support families without undermining the vital contributions of commercial operations to Victoria’s tourism economy. It’s time for a more balanced approach that benefits everyone – families, businesses, and communities alike.
By working together, we can ensure that the entire caravanning and camping industry continues to thrive, providing affordable, enjoyable, and high-quality holiday options for Victorians for generations to come.
James Goodwin now making the news at Accommodation Australia
By Grantlee Kieza OAM, Industry Reporter
James Goodwin, the new CEO of Accommodation Australia, says his background in journalism and government relations has prepared him to tackle the biggest challenges facing the industry.
Accommodation Australia represents the interests of hotels, motels, serviced apartments, caravan parks, and short-term rental providers. With more than 3000 members and 1700 properties offering over 100,000 accommodation rooms, the organisation is a key player in the hospitality sector.
Based in Canberra, James brings experience as a former journalist, newsreader, and Director of Government Relations & Communications for the Australian Automobile Association. He believes his training has honed his ability to quickly assess industry issues and effectively communicate them to decision-makers in Canberra.
“My professional career has been, in a sense, a translator between government and industry,” James said. “Sometimes people forget the importance of the public service. Decision-makers aren’t always politicians. We've got dedicated public servants making critical decisions for our sector, and it’s essential for me to be seen as a trusted advisor, backed by evidence-based data.”
James’s career began as a journalist and newsreader in the Snowy Mountains, based in Jindabyne. He recalls how this experience gave him an early understanding of tourism’s impact on local economies.
“I remember the stark difference between the ski season and the off-season in the mountains,” he said. “Over
the last 20 years, those areas have diversified with adventure and nature holidays, helping sustain the accommodation businesses year-round.”
James is inspired by the passion of those in the accommodation industry.
“It’s those husband-and-wife teams who decided, 'Yes, let’s start that motel,’ and the people from overseas who’ve come to Australia to build new lives by working in hotels. This industry has the power to change lives.”
James is eager to work with decision-makers on key challenges, including skills shortages, tourism recovery, and achieving net zero targets.
Taking over from Michael Johnson, who retired in June, James previously served as CEO of the Australian Airports Association and ANCAP Safety. He’s also worked at Airservices Australia and currently chairs the Board of St John Ambulance Australia (ACT) and serves on the board of CIT Solutions.
Accommodation Australia (AA) was formed in July 2023 following the merger of Tourism Accommodation Australia and the Accommodation Association of Australia. AA chairman David Mansfield said the board was pleased to have someone with James’s skills and experience leading the organisation.
James considers himself an advocate for the accommodation industry and plans to immerse himself in understanding the sector’s challenges.
“Going back to my journalism days, I need to fully understand the issues affecting the industry, and that means asking my members a lot of questions,” he said. “One of my top priorities is getting out to meet members because that’s how I learn. I want to be in the kitchens, following housekeepers, to really understand the issues they face and bring those insights back to Canberra.”
James’s previous roles have given him a head start on understanding the broader challenges facing the industry. At his first AA national board meeting in Canberra, the discussions focused on migration, short term accommodation regulation, visas, and the shortage of workers, especially in regional areas.
Growing up near Goulburn, New South Wales, James earned a bachelor’s degree in communications and politics from the University of Canberra before beginning his career in the Canberra press gallery with Australian Associated Press. This led to roles in radio and television in Canberra and Sydney.
Looking ahead, James is optimistic about the future of the accommodation industry.
“It’s an exciting sector that helps people enjoy their holidays, and as we saw during COVID-19, it’s a community-minded industry. During crises like bushfires, the accommodation sector is often the first to step up with rooms and support."
However, he acknowledges the industry is still in recovery, with international travel about 10 to 15 percent below pre-COVID-19 levels. The Chinese tourism market, in particular, hasn’t fully returned, and James believes it’s
crucial to strengthen ties with other countries, like India and Vietnam, to attract new visitors.
James also sees the transient workforce as a major challenge for the industry.
“We need to attract and retain passionate staff who see accommodation as a career, not just a temporary job,” he said. “There are so many vacancies right now that someone with enthusiasm and a bit of nous can quickly move up the ranks.”
While migration constraints remain an issue, James is hopeful that new government agencies, like Jobs and Skills Australia, will help address the industry’s staffing needs.
“We’re working closely with them to ensure that core skills needed in the accommodation industry are on the list for potential visas,” he said. “But it’s not just about listing roles; we need to tell the full story and highlight regional needs where demand for experienced chefs or sommeliers can be much higher.”
The regulation of short-term accommodation was another key topic at James’s first board meeting. He stressed the need for balanced regulation that supports both operators and consumers without stifling the industry.
“We’ll continue working with the government to achieve sensible, long-term outcomes.”
Outside of work, James is a car enthusiast. He and his wife, Michela, live in Canberra with their two Belgian shepherds and a restored 1970s Mercedes.
“I love gardening and I’m passionate about history,” James added. “Michela and I love being close to the coast, the mountains, and Sydney. But what drives me in this new role is representing the people who make up the accommodation industry and ensuring their voices are heard in Canberra.”
James Goodwin, CEO of Accommodation Australia
The untapped potential of high-needs accessible rooms
Picture this: nearly half of your guests require a specific type of room, yet only 15 percent of available rooms meet their needs. This is the reality we face at Accessible Accommodation, and it highlights a significant opportunity for the hospitality industry to address a growing, underserved market.
The demand for accessible rooms is increasing rapidly, particularly for guests with higher physical needs.
To address this, Accessible Accommodation has developed a comprehensive four-tier rating system to assess the level of accessibility provided by properties:
Tier 1
Assisted walking: Suitable for guests using a walking frame or cane, requiring basic amenities.
Tier 2
Independent wheelchair: For wheelchair users who can transfer themselves to the bed, shower, and toilet.
Tier 3
Assisted wheelchair: Tailored for guests with high needs who require specialised equipment.
Tier 4
Sensory assisted: Designed to accommodate guests with sensory needs.
Interestingly, 45 percent of our website visitors search for Tier 3 accommodations, yet only 15 percent of properties offer this level of accessibility. This significant gap presents an enormous opportunity for accommodation operators to capture this underserved market.
Challenges in accessibility for high-needs guests
Tier 3 accommodations are mostly found in regional holiday homes, which presents challenges for guests who prefer city locations or large regional towns, where demand is higher. Furthermore, proposed legislation, such as the Victorian Government’s looming 7.5 percent bed tax and potential 90-day cap on short-stay bookings, will create additional barriers. With other states closely monitoring these developments, some areas like Byron Shire have introduced a 60-day cap, leading to a sell-off of shortstay properties and further reducing the available inventory for guests with access needs.
Accessible Accommodation is actively lobbying for an exemption from the short-stay tax for accessible properties, which provide essential respite and support for travellers with disabilities. These short-stay accommodations are critical for travellers with access needs to be able to enjoy a holiday. However, they are scarce in major cities, except for Adelaide.
How operators can close the accessibility gap
The key to capturing this growing market is investing in accessibility. For operators who already offer some accessible
features, upgrading to Tier 3 standards can require an investment of $9000 to $13,000. This cost typically pays for itself quickly as you begin to attract more guests who are looking for accommodations that meet their high-needs requirements.
To achieve Tier 3 status, properties require the following minimum equipment:
• An adjustable electric bed.
• A lifting hoist.
• A commode.
By incorporating this equipment, operators can reduce the costs guests might otherwise face. For instance, hiring equipment for a hotel stay can exceed $1200, making accommodations that are fully equipped with accessible features a more attractive and cost-effective option.
Leading by example: Quest Apartments
Many hotels are now recognising the value of catering to the booming accessible travel market. Quest Apartments, for example, has become a leader in this space by being the first multinational hotel chain to offer Tier 3 rooms, demonstrating its commitment to an exceptional guest experience.
Kris Marinakis, franchisee at Quest Burwood East, shared his experience:
“Recognising the high demand for accessible rooms, especially given our proximity to major hospitals, we acknowledged that while we had ‘accessible rooms,’ they weren’t fully tailored to meet the nuanced needs of our guests. This realisation sparked our determination to not just meet but exceed the expectations of accessibility, aiming for excellence in every facet of our operation.”
With guidance from Accessible Accommodation, Kris
transformed his property from Tier 2 to Tier 3. He reflected on the process: “We embarked on a series of enhancements, starting with seemingly minor yet impactful adjustments in item placement and furniture arrangement. Gradually, we advanced to more significant upgrades, including the integration of an electric bed, a hoist, and accessible appliances, each step carefully calibrated to enhance our property's accessibility.”
While not all people living with disabilities use wheelchairs, they often face the greatest challenges when travelling. It’s important to note that not every accessible room needs to be upgraded to Tier 3, which caters specifically to those with high physical needs. When assessing properties for conversion, we evaluate over 80 key factors, using data analytics and tracking unmet needs to guide our recommendations. Our extensive booking data, with annual figures reaching seven digits, allows us to provide insights that are both practical and aligned with market demand.
Future-proofing your property
Although the equipment needed for accessible rooms may seem clinical or unfamiliar, these features can be seamlessly adjusted or stored when not in use, offering flexibility. This approach not only futureproofs accommodations but also ensures that properties remain welcoming to all guests, regardless of their needs.
Wherever your property is on the journey toward greater inclusivity, the economic benefits are undeniable. Not only does it make business sense, but it’s simply the right thing to do, resulting in a joyful travel experience.
Kerry Williams Founder, Accessible Accommodation
Shaping the future of guestroom technology
We find out how Foxtel stays ahead of the curve in guestroom technology, and what the next big trends will be.
By Mandy Clarke, Editor
Scott Wiedemann, National Accommodation
Manger at Foxtel, has more than 17 years of experience in senior management and strategic leadership. He brings a unique perspective on how technology is transforming the guest experience.
As a key figure at Foxtel, he has been instrumental in shaping Business iQ, the company’s leading platform for accommodation operators. We sat down with Scott to discuss the evolution of in-room entertainment, the driving forces behind the future of hotel technology, and how Foxtel stays ahead in an ever-changing industry.
Scott, with your extensive experience in the accommodation sector, how have you seen guestroom entertainment evolve, and how has this evolution influenced your work at Foxtel?
Guestroom entertainment hasn’t necessarily evolved for the better. Twenty years ago, guests could enjoy premium Pay TV channels and movies on demand, making the hotel TV experience superior to what they had at home. Today, most hotel TVs offer far less than what guests can access in their living rooms. Recognising this gap, Foxtel is investing in transforming in-room engagement, delivering the best content,
Scott Wiedemann
integrating property services, and leveraging the latest technology to enhance the experience for both guests and operators.
As the National Accommodation Manager, what are your top priorities in ensuring Foxtel’s offerings consistently meet the needs of the hospitality industry?
My top priority is staying closely aligned with industry leaders and key hotel groups, such as Minor Hotels and Accor, who are strong advocates of Business iQ. Their feedback, and in particularly the Pullman/Novotel/ Ibis hotels at Sydney Olympic Park, helps shape our product strategy. We also rely on insights from the growing Business iQ user community, which provides real-time data on
operator needs. By engaging directly with our customers and understanding guest feedback, we ensure that Foxtel's offerings continuously evolve to meet the industry’s demands.
In an industry where trends and technology evolve quickly, how do you ensure Foxtel stays ahead?
Business iQ was designed to be adaptable as technology evolves. Unlike hardware-based solutions that quickly become outdated, like smart TVs, our platform is built on the Amazon cloud. This allows us to rapidly expand features and capabilities. Partnering with ADB and leveraging their vuTyme technology strengthens our ability to stay ahead. With over 600 hotels already on board, we’re in a strong position to continue leading advancements in guestroom technology.
What do you find most exciting about the future of guestroom entertainment technology, and how do you envision Foxtel leading these innovations?
What excites me most is how operator needs will shape the technology landscape. Foxtel’s unique position, backed by the scale and enterprise-level capabilities of the Foxtel Group – including platforms like Kayo and Binge – gives us insights into over 4.5 million daily users. This combination of innovation and reliability puts us in a prime position to lead advancements in in-room entertainment. We're exploring technologies like the Matter protocol and AI integration, ensuring we continue to exceed guest expectations.
Images courtesy of Foxtel
With your close collaboration with accommodation operators, what key insights have influenced recent upgrades to Business iQ?
We’ve gained invaluable insights from our customers, such as the importance of PMS integration. This feedback led us to expand compatibility with over 40 different PMS solutions. We've also introduced advanced features like vuReel, our in-house video channel creator, and support for WiFi 6. These upgrades reflect our commitment to continuously improving Business iQ based on the needs of those who use it.
From an operator's perspective, what are the most important considerations when selecting an in-room entertainment system?
Operators value return on investment (ROI) the most. They seek solutions that not only enhance the guest experience but
also provide long-term value. Business iQ stands out by offering lifetime upgrades, warranties, and dedicated support, ensuring that the system remains cutting-edge and fully supported over time. This creates a personalised guest experience that drives both engagement and revenue.
The recent 2024 upgrade to Business iQ introduced new features. Could you highlight how these updates improve the guest experience?
Our 2024 upgrade, the sixth in four years, is our most impactful yet, with 70 improvements. The standout feature is a sleek new user interface that significantly enhances guest engagement. We’ve seen Video on Demand (VoD) usage triple at upgraded sites thanks to visually appealing poster navigation and realtime trending categories. Our commitment to continuous reinvestment means we’re already planning our next upgrade for 2025.
What advice would you offer operators considering upgrading their guestroom technology, especially those concerned about the investment and implementation process?
It’s crucial to ensure the solution is futureproof, backed by strong technical support, and offered by a reputable vendor. With 29 years of experience, Foxtel offers long-term reliability and on-shore support. We provide solutions that are flexible, robust, and cost-effective, ensuring that the investment remains valuable for years to come.
With guest expectations constantly shifting, how does Foxtel’s Business iQ align with these changing demands?
Guests increasingly expect greater personalisation and convenience. Business iQ meets these expectations by offering a seamless, superior in-room experience that’s easy to use and delivers content beyond what guests have at home. It’s designed to enhance both the guest experience and operational efficiency.
Finally, what do you think will be the next big innovation in hotel technology, and how is Foxtel positioning itself as a leader in this space?
The next big innovation will be deep personalisation – where systems remember a guest’s preferences, interests, and needs. While the Matter standard is set to revolutionise smart device integration, the true frontier lies in making in-room technology seamlessly adapt to each guest. Foxtel is positioning itself to lead this space by developing solutions that go beyond content delivery to create a fully personalised in-room experience.
Pullman Sydney Olympic Park
1834 Hotels enters Tasmanian market with new Burnie boutique hotel
By Sarah Davison, Industry Reporter
1834 Hotels, one of Australia’s leading white-label hotel management companies, has announced its expansion into the Apple Isle with the launch of One North Terrace, a boutique hotel in Burnie. This collaboration with the Elphinstone Group and Fairbrother marks a significant step for 1834 Hotels, which now manages over 40 properties across Australia.
Open from September 16, One North Terrace brings an elevated standard of
We are proud to be part of Burnie’s continued growth and prosperity
accommodation to Burnie, featuring 30 modern rooms with stunning sea views. The hotel is designed to cater to both business and leisure travellers, off ering amenities like complimentary high-speed wifi advanced TV casting technology, and convenient onsite parking.
While Tasmania’s tourism boom has been well documented, North West Tasmania’s
tourism industry has been steadily growing over the past few years. In the most recent tourism snapshot report, the number of visitors to North West Tasmania increased by 63 percent from 2022 to 2023 (109.4 percent of 2019), and the number of overnight visitors increased by 62 percent (112 percent of 2019). Of those visitors, the average stay was four nights.
Images courtesy of 1834 Hotels
With this in mind, One North Terrace will provide an additional boost to Burnie’s hospitality and tourism sector, meeting the growing demand for boutique accommodation in the region.
1834 Hotels’ Tasmanian expansion
The opening of One North Terrace in Burnie marks 1834 Hotels' first venture into the Tasmanian market, underscoring the company’s expansion strategy. With 1834 Hotels’ Director of Accommodation based in Tasmania, the company is poised to provide a hands-on management approach tailored to the state’s unique needs.
1834 Hotels Chief Commercial Officer
Leigh Kentwell explained: “Having Jake Archer, our Director of Accommodation, based in Tasmania is a key part of our strategy. It allows us to provide hands-on leadership, build stronger relationships with local stakeholders, and ensure that our properties receive the support they need to thrive. Being on the ground also gives us the flexibility to respond quickly to market demands and maintain the highest level of support for hotels and their owners.”
Enhancing North West Tasmania’s tourism landscape
One North Terrace is ideally positioned as a gateway for visitors eager to explore the
breathtaking natural beauty of Tasmania’s North West coast. The boutique hotel off ers a perfect mix of modern comfort and local charm, giving guests the opportunity to enjoy both the amenities of a luxury stay and the authentic Tasmanian experience.
The hotel’s design incorporates features that reflect the area’s scenic beauty, with interiors that balance contemporary elegance and relaxed comfort. Kelly Elphinstone, Executive Director of Elphinstone
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Group Corporate Pty Ltd, expressed excitement about the hotel’s opening.
“We are proud to be part of Burnie’s continued growth and to showcase the natural beauty of this wonderful region,” she said. “We look forward to welcoming our first guests, off ering them a highquality accommodation experience and genuine Tasmanian hospitality. This hotel represents a significant development for the area, and we are proud to be part of Burnie’s continued growth and prosperity.”
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Image courtesy of 1834 Hotels
Why Tasmania?
When asked about the decision to enter the Tasmanian market, Mr Kentwell said expanding into Tasmania had always been a goal.
“Tasmania has always been an attractive destination with its rich natural beauty, growing tourism sector, and unique cultural appeal,” he said. “For 1834 Hotels, expanding into Tasmania was a natural step in our growth strategy, allowing us to extend our expertise in boutique hotel management into this growing market. We see significant potential in the region and are excited to offer a successful white-label management solution.”
By tapping into the island state’s everincreasing tourism and hospitality demand, 1834 Hotels sees Burnie as a key location. The North West region offers
opportunities for growth, particularly in boutique and luxury accommodation.
A new offering for Burnie
One North Terrace is not just another hotel for Burnie – it’s a distinctive new addition to the local hospitality landscape. The hotel aims to provide a superior experience, offering guests the perfect base to explore Tasmania’s North West coast, whether travelling for business or leisure.
“One North Terrace represents a perfect blend of modern design and local charm,” Mr Kentwell said. “Its stunning sea views and prime location in Burnie make it a standout addition to the Tasmanian hotel scene. We’re particularly excited about how it captures the natural beauty of the region while providing both business and leisure travellers with a high-quality, comfortable stay.”
Looking to the future
While One North Terrace is the company’s inaugural Tasmanian venture, 1834 Hotels is already exploring opportunities to further expand its portfolio within the state. Their commitment to Tasmania is clear, and they recognise the island’s long-term potential as a destination for both local and international tourists.
Mr Kentwell explains: “While One North Terrace is our first property in Tasmania, we’re always exploring opportunities to grow our presence in key regions. Tasmania is an important part of our longterm strategy, and we certainly see the potential to expand our portfolio here in the future. However, our focus right now is on ensuring that One North Terrace delivers an exceptional guest experience and sets the standard for future developments.”
Images courtesy of 1834 Hotels
Inside Pan Pacific Perth’s stunning makeover
By Mandy Clarke, Editor
In May 2023, Pan Pacific Perth embarked on a transformative refurbishment with the goal of enhancing the guest experience and elevating the hotel's standards to a new level of understated luxury. Just over a year into the project, the hotel has unveiled its revamped main tower, which includes 392 redesigned rooms and suites, along with refreshed convention floors and an upgraded lobby.
This ambitious project is more than a renovation – it's a reimagining, breathing new life into the iconic property.
Fusion of Western Australia’s beauty and Asian heritage
At the heart of this transformation are the hotel’s 392 newly refurbished guestrooms and suites. These spaces offer a thoughtful blend of comfort, functionality, and elegance. However, the redesign is not just about modernising interiors and
replacing amenities; it’s about creating an experience that immerses guests in the essence of Western Australia while delivering the sophisticated service that Pan Pacific is renowned for.
Clever design choices highlight the diverse landscapes of Western Australia, subtly influenced by Singaporean heritage. This fusion is reflected in the careful selection of materials, colour palettes, and artistic elements, creating an environment that is both luxurious and culturally resonant.
Blending local beauty with Asian influence
From the moment guests step into the lobby, they’ll notice something extraordinary. It’s not just the polished marble or the sweeping views of the Swan River. It’s the unmistakable influence of Western Australia’s natural beauty woven throughout the design. The serene colours and textures reflect the state’s coastlines, while the bathrooms take inspiration from the dramatic iron formations of the Pilbara. This local inspiration is seamlessly intertwined with Pan Pacific’s Asian roots, creating a cultural fusion that feels both familiar and exotic.
Reflecting on his favourite design elements,
Shihan Abdeen, Director of Sales and Marketing at Pan Pacific Perth, told AccomNews: “It is how the natural textures and colours of the region have been harmoniously combined with refined Asian influences. It’s a thoughtful integration that creates a unique and culturally resonant atmosphere, truly reflecting the essence of Pan Pacific Perth.”
This local connection goes beyond design. The hotel has partnered with artisans and suppliers across the state, adding a personal touch. From the awe-inspiring drone photography by Tail Winds Aerial Media in the lobby, to the partnership with Willie Creek Pearls, where guests can harvest their own South Sea cultured pearls, the hotel invites guests to engage with Western Australia’s rich heritage in a truly special way.
Elevating the guest experience
The newly refurbished guestrooms and suites are where the hotel’s transformation shines. Each room has been redesigned with a focus on spaciousness and light, blending contemporary style with functional elegance. Whether guests are business travellers needing a comfortable workspace or leisure guests seeking the ultimate retreat, the revamped rooms deliver.
Images courtesy of Pan Pacific Perth
For those staying in the Pacific Club rooms and suites, the experience is even more elevated. These rooms, currently in the final stages of their redesign, offer upgraded amenities and exclusive access to the Pacific Club lounge on level seven. Picture guests enjoying cocktails in an exclusive setting – it’s the kind of experience that makes a stay at Pan Pacific Perth more than just a stopover.
And if that’s not enough, the soon-to-berevealed Presidential Suite promises to be the crown jewel of the hotel. With two private balconies boasting panoramic views, this suite offers a luxurious haven for guests seeking the ultimate in comfort and style.
Navigating challenges
Of course, any refurbishment project of this scale brings challenges, particularly in maintaining guest satisfaction. But Mr Abdeen says Pan Pacific Perth has navigated this with ease. “Through careful planning and clear communication, we minimised
disruptions while continuing to deliver the exceptional service guests expect,” he said.
“Special amenities and complimentary upgrades were provided to those staying during the refurbishment, ensuring no guest left disappointed.”
The feedback?
“Resoundingly positive,” said Mr Abdeen. “Guests have praised everything from the spacious rooms to the stunning views, with many commenting on how the new design brings Western Australia’s beauty inside. The revamped convention floor has also been a hit, offering a fresh and welcoming space for events.
“Guests have responded exceptionally well to the newly transformed rooms and suites, particularly appreciating the spaciousness and thoughtful design. They’ve also remarked on how the interiors beautifully connect to the outdoors, with many praising the stunning views of the Swan River and city skyline.”
Bespoke experiences: The Pan Pacific touch
Pan Pacific Perth’s commitment to delivering exceptional guest experiences goes beyond the physical transformation. The hotel has introduced a range of bespoke touches that reflect its ‘Graceful Luxury’ brand positioning. Every Friday afternoon, guests are greeted with a sparkling wine cocktail – a simple but delightful gesture that sets the tone for a luxurious weekend. Club room and suites guests also receive a bespoke welcome amenity adding an indulgent touch to their stay.
Looking ahead…
The hotel’s transformation is not over yet. The porte cochère, a covered entrance leading to the main lobby, is currently undergoing a redesign, promising a delightfully refined arrival experience that will set the tone for every stay. Wellness programs will be expanded, and new sustainability initiatives introduced, to ensure Pan Pacific Perth is ready for the future.
Forward vision
Pan Pacific Perth’s revitalisation marks the beginning of an exciting new chapter, with this ambitious project transforming the hotel into a destination in its own right. By the time the final touches are completed in late 2024, the hotel will not only have elevated its offerings but also solidified its status as one of Perth’s most iconic landmarks. The success of this renewal goes beyond beautifully upgraded rooms and modern amenities. It’s about redefining what it means to stay at Pan Pacific Perth, offering guests a refined and immersive Western Australian experience. The seamless blend of local inspiration and global heritage has crafted a luxurious, culturally resonant atmosphere that promises to leave a lasting impression on every guest.
Images courtesy of Pan Pacific Perth
Reliance Airconditioning handle major upgrade
Perth’s iconic Pan Pacific
Hotel has long been a standout in Western Australia’s hospitality scene.
When the owners embarked on a major refurbishment in May 2023, their goal was not only to give the grand Adelaide Terrace building a fresh, contemporary look but also to o er guests a cooler and more comfortable experience.
The transformation included the complete refurbishment of 392 guest rooms and suites and a redesign of the convention-level ballrooms and meeting rooms.
The entire lobby and the exclusive Pacific Club Lounge on Level 7 also received a stunning makeover.
But it wasn’t just the interiors that got a revamp – business and leisure travellers alike can now enjoy a whole new level of luxury, thanks to a state-
of-the-art air-conditioning system installed as part of the renovation.
The owners enlisted Reliance Airconditioning to handle this major upgrade.
“When we decided to fully renovate the hotel, we knew it was the perfect time to overhaul the air-conditioning system as well,” said Afzal Mahajan, Director of Engineering at Pan Pacific Perth. “This would minimise disruption to guests in the future.
The renovation lasted 16 months, and Reliance Airconditioning did an outstanding job.”
“They replaced all the cooling valves, piping, filters, and supply grills. They also installed new actuators and control valves.
Given that the hotel is housed in a 50-year-old building, this was the ideal opportunity to modernise our air-conditioning system.”
Mr Mahajan added, “The new system
is fantastic, and Reliance delivered everything on time.” Salique Ahmed from Reliance echoed that sentiment, noting that the project was one of the largest contracts they’ve completed in their 14 years of operation.
“We’re very pleased with the outcome,” Mr Ahmed said.
“We installed a new fine coil unit and chilled water system, replacing the existing coils and adding the necessary electrical components to run the system.”
The upgrade spanned 392 rooms, each now equipped with one of the most modern and e cient airconditioning systems available.
“We worked on the project for 13 months, and we’re glad that Pan Pacific Perth is so satisfied with the result,” Mr Ahmed said.
For more information visit: www.relianceac.com.au
From lookers to bookers:
How direct bookings can enhance hotel profitability
Maximising direct bookings is one of the most effective strategies for hoteliers to boost profitability in today’s competitive landscape.
With rising costs associated with third-party distribution channels such as Online Travel Agencies (OTAs) and Google Hotel Ads, it’s imperative for hoteliers to critically assess the value of each channel provides. While maintaining a diverse distribution strategy remains essential for reaching a broad market, there is a growing need for hoteliers to prioritise direct bookings. This approach not only reduces dependency on third-party channels but also significantly enhances profitability by bypassing costly commission fees, which can reach up to 25 percent.
The true cost of distribution
Understanding the actual cost per booking across di erent channels is essential in optimising hotel profitability. By thoroughly analysing the costs associated with each booking channel, hotels can make informed decisions about resource allocation. For example, if a hotel discovers that acquiring a booking through an OTA is significantly more expensive than through its own website, it may choose to invest more in strategies that drive direct tra c to its site.
Maximise direct bookings
To maximise direct bookings, hoteliers should begin by focusing on increasing web tra c. However, a racting more visitors to a website is only half the ba le – the real challenge lies in converting these visitors, or ‘lookers’ into actual ‘bookers’. This conversion is critical for maintaining high hotel occupancy and boosting revenue. Successfully turning web visitors into hotel guests requires a deep understanding of buyer behaviour. What dates are they searching for? Which locations are they interested in? What factors are influencing their choice of market? By collecting and analysing this market intelligence, hotels can develop targeted marketing campaigns that resonate with the right audience.
Retargeting past visitors is another e ective strategy for increasing direct bookings. Potential guests typically explore multiple travel websites and OTAs during their research process before making a final decision. By leveraging technology that customises advertisements based on a visitor’s previous behaviour or activity on the website, hotels can keep their property top of mind. This approach not only increases the likelihood of a return visit to the website but also boosts the chances of securing a direct booking.
Create a seamless online experience
A racting tra c to a hotel’s website is only one part of the equation. The next crucial step is ensuring that the website delivers a seamless and user-friendly booking experience. If the booking process is cumbersome or the website’s design feels outdated, potential guests are more likely to abandon the site in preference of an easier-to-use, more intuitive platform – o en an OTA. To avoid this, hoteliers must invest in a website that is not only visually appealing but also easy to navigate, with a secure and straightforward booking process.
Content is another key factor in maximising direct bookings. Guests o en visit a hotel’s website for detailed information about the property, nearby a ractions, and amenities. If a hotel’s website lacks comprehensive content – such as high-quality photos, videos, and guest reviews – visitors may quickly move on to other options. To stand out, hoteliers should focus on showcasing their property more e ectively than OTAs, with rich media and usergenerated content that provides a genuine sense of the guest experience.
Strategic distribution management
While increasing direct bookings is the primary goal, a well-rounded
distribution strategy that includes OTAs cannot be ignored. However, it is crucial to use these third-party channels strategically. Hotels should assess the demand and cost associated with each channel and optimise their distribution mix accordingly. For instance, in low-demand periods, OTAs can be valuable for filling rooms, but during high-demand times, hoteliers should focus on driving direct bookings where the profit margins are higher.
Understanding the cost of each booking channel also empowers hoteliers during contract negotiations with third-party partners. By knowing the true value of a direct booking versus an OTA booking, hotels can negotiate more favourable commission rates and terms that align with their overall revenue strategy.
Retain more revenue
Growing direct bookings is more than just a strategy; it’s a necessity for hoteliers looking to enhance profitability in an environment where distribution costs are steadily increasing. By understanding the true cost of each booking channel, focusing on driving tra c to their own websites, and creating a seamless online experience, hoteliers can reduce their dependency on third-party channels and retain more of their revenue.
For more information visit: www.ideas.com
Shaping guest experiences through thoughtful amenities
By Sarah Davison, Industry Reporter
Complimentary products in hotel rooms provide more than just convenience – they add a personal touch and significantly shape the guest experience. Highquality amenities and accessories can elevate an ordinary stay into a wellness retreat or luxury escape, conveying care, elegance, and a sense of pampering. These details often influence guests’ decisions when choosing accommodation.
The selection of amenities also reflects a hotel’s overall quality and style. Stocking rooms with generic, basic amenities may be convenient and offer shortterm cost savings but can leave guests with a less favourable impression and conflict with sustainability goals. In contrast, investing in thoughtful highquality amenities can elevate the guest experience and leave a lasting, positive memory. Wellcurated amenities that appeal to all also serve as an indirect form of marketing, reinforcing brand loyalty and setting properties apart in a competitive market. Despite global inflation, recent studies show that 64 percent of travellers plan to prioritise leisure travel in 2024, even if it means reducing spending
Image courtesy of Weatherdon
in other areas. This reinforces the importance of providing high-quality in-room amenities for guests looking to indulge.
Research from the Journal of Hospitality and Tourism Insights shows that generic bathroom amenities in dispensers can degrade the image of economy hotels, while luxury toiletries enhance guest impressions.
For hoteliers, this underscores the value of selecting premium products. Not only do they provide a memorable experience, but they also strengthen the hotel’s image, helping attract and retain loyal customers in an increasingly discerning travel market.
To explore what guests are currently seeking, AccomNews spoke with two industry experts about what amenities and accessories hoteliers should consider offering.
Swisstrade Director Peter Weingartner told us:
“Environmental responsibility is key in today’s competitive environment and delivering a clear message is paramount for every accommodation provider.
“Additionally, personalised amenities are making a comeback, and guests are loving offerings that encourage acts of self-care, such as bath salts or pillow mists.”
Tobias Lord, Head of Brand at Weatherdon, agreed that sustainability is a priority for both hoteliers and guests. “Guests are increasingly aware of the
environmental impact of their stay and are looking to hotels to reflect their values,” he said.
Weatherdon has also seen a growing demand for children's amenities. Mr Lord revealed: “Items like mini soaps, gels, dental kits, slippers, and colouring books have become popular among younger guests."
Refinements that add a ‘touch of class’
Swisstrade has observed a significant shift in demand for inroom accessories as hotels move beyond the practices adopted during the pandemic. “After guest rooms were stripped of most touchpoints during and after COVID-19, we’re finally seeing the return of refinements that add a touch of class and generosity to the in-room experience,” Mr Weingartner explained.
He added that hotels are now opting for unique inclusions like bamboo combs, biodegradable loofahs, mouthwash, and nail care sets – thoughtful touches that guests don’t typically expect.
Mr Lord pointed out that, with smartphones and tablets becoming essential travel companions, hotels are increasingly providing convenient charging solutions, such as USB and USBC ports directly in walls or wireless charging on clock radios. “Weatherdon has noted that the clock radio option is very popular in hotels across the country,” he said.
Image courtesy of Swisstrade
The power of branding
Branding has made a comeback in hotel accessories, helping properties strengthen their image. “Like former fashion trends and bygone music styles, all things old seem to be making a comeback, including branded accessories,” said Mr Weingartner. While wet amenities branded with hotel names may not return soon, there’s a growing trend toward branding boxed accessories, driving brand awareness and creating memorable keepsakes for guests.
Mr Lord added that hotels often leverage premium, recognisable international brands and fragrances as an extension of their own brand. “Offering well-known, high-quality brands heightens the guest experience through association. Quality and fragrance remain top priorities, regardless of the brand name.”
Sustainability and hygiene considerations
Sustainability is a top concern for both hoteliers and guests, but Mr Weingartner cautioned against
making misleading environmental claims. “Demand for eco-friendly accessories isn’t new, but it’s definitely on the rise. However, avoiding ‘greenwashing’ – the promotion of false environmental claims – is more important than ever. Misleading messaging can lead to negative repercussions if guests discover it,” he said.
Partnering with companies that provide genuinely sustainable solutions helps hotels align their efforts with the values of modern travellers.
Mr Lord says that it’s now easier than ever for hotels to meet the demand for sustainable amenities. “By eliminating single-use bottles, Weatherdon has seen its hotel partners reduce plastic waste by up to 86 percent and save money, while also streamlining housekeeping tasks,” he said.
In a post-pandemic world, hygiene is another key concern. Many accommodation operators have moved away from singleuse toiletries, opting instead for refillable pump dispensers for shower gel, hand wash, shampoo, and conditioner.
However, a recent study from Germany found that 67 percent of refillable pump dispensers (38 out of 57) harboured harmful germs, despite the product inside being uncontaminated. This highlights the importance of using high-quality dispensers that meet hygiene standards.
“After the shift towards retailstyle pump dispensers, we’re now seeing high demand for commercially viable dispensers that meet stringent international hygiene and safety standards,” Mr Weingartner added.
Personalisation and wellness trends
Personalisation and wellness are also key trends shaping today’s guest experiences. While creating custombranded amenities might seem challenging, Mr Weingartner
reassured that it’s achievable with the right support. “With an expert team, you can create unique amenities that elevate your property’s brand.”
Wellness has become a defining feature of hotel stays, and even small touches can enhance the guest experience. “Wellness is a major trend in delivering exceptional hotel stays. A few simple touches can make a significant difference,” said Mr Weingartner. “An unexpected turndown treat, such as a pillow mist, soothing bath elixir, or natural loofah, can surprise and delight guests.”
By embracing wellness trends and offering personalised, sustainable amenities, hotels can create more meaningful and memorable experiences that stand out in today’s competitive market.
Image courtesy of Weatherdon
Image courtesy of Swisstrade
The future of textile resource recovery:
Latest innovations in QLD
Annually, Australia imports 373,000 tonnes of new clothes and produces 10,000 tonnes domestically.
Australia is the second-largest per capita consumer of textiles in the world, after the US. It’s estimated that over one million tonnes of textiles are dumped into landfill in Australia every year, with a significant portion generated by the hospitality industry.
Just before I headed off to work at the Paris Olympics in August (more about that in my next column), I had the opportunity to visit the inspiring textile resource recovery facility of BlockTexx in Loganholme, Queensland.
I was invited by Graham Ross, the co-founder of this amazing operation, to learn all about their journey and the innovations they’ve made since it all began in 2018. It is a one-of-a-kind, commercial-scale textile resource recovery facility – the only one in the world able to recover cellulose and PET plastic from mixed polyester and cotton fabrics at scale.
In just over five years, the operation has developed, tested, patented, and commercialised its clothing recycling business. Rather than calling it recycling, they use the term “re-manufacturing.” The chemical separation technology they employ is called S.O.F.T.™ (Separation of Fibre Technology).
At their facility, BlockTexx can process up to 116,000 garments per day, which equates to three semi-trailers a week or 10,000 tonnes a year. The commercial part of the operation only began processing in January 2024 after being developed during the height of COVID-19.
The process is fascinating and divided into “Before the Gate” – before the feedstock (or resource, not waste) enters the facility – and “From the Gate,” which refers to what happens after the clothing has been
Liz Lycette Founder, Lycette and Associates Housekeeping Management Consulting
re-manufactured. Clients pay for the cost of logistics and decommissioning; however, it is still less expensive than traditional waste management.
The actual re-manufacturing process takes several stages. The textile waste is shredded to break the product down. It is then separated, where the polyester and cotton blends are treated with the S.O.F.T.™ process. This unlocks the components of polyester and cellulose, which are thoroughly washed and separated during the drying process. Once separated, the polyester is further dried and extruded into pellets, while the cellulose, which is 43 percent carbon, is dried to optimise product usability.
The “Before the Gate” process involves collecting and decommissioning clothing in preparation for shredding. This is the most labour-intensive part of the operation – zips, buttons, logos, fastenings, and
elastic all need to be cut out and removed. This is where the social sustainability aspect comes into play. The BlockTexx team works with social impact partners, including The Big Issue, HELP Enterprises, Queensland Corrective Services, and charity partner Vinnies Queensland, supporting skills development, the disability sector, and long-term employment opportunities for those in need.
At the other end of the process, “After the Gate,” PET pellets are used to make polyester goods, and cellulose can be used in agriculture. Currently, 70 million tonnes of raw PET is made per year globally, including 23 million tonnes of plastic bottles and hard plastic. The “After the Gate” stage is where the money is made, selling products such as cellulose for agriculture,
packaging, and building products. The latest developments include hydro-mulch for growing grass and cellulose packaging. This makes BlockTexx a true circular economy business. There are still challenges. The plant cannot yet process spandex, nylon, or wool. The focus is on poly-cotton and plant-based blends, which make up 93 percent of the world’s fabric. The team uses infrared spectrometers to determine the exact content of each fabric.
The challenge is to branch out into all sectors, including hospitality. Hotels and hospitality operations generate significant landfill waste in the form of bed sheets, towelling, bedding, and uniforms, so we should all take a closer look at this fantastic opportunity right on our doorstep. BlockTexx is always on the lookout for new partners, so now is the time to improve sustainability options in hospitality.
BlockTexx brings $43 million annually to the local economy and employs 20 staff. The current 4000-tonne processing capacity is scaling up to 10,000 tonnes annually. They are the world’s largest commercial-scale mixed textile resource recovery facility. So, what’s the future?
The goal is to create a second plant with a 40,000 to 50,000 tonne capacity in Australia.
Images supplied
From sleep science to sustainability:
Elevating comfort, wellness & responsibility
By Mandy Clarke, Editor
In luxury hospitality, a good night’s sleep has evolved into more than just providing comfort, it’s become a science.
An accommodation guestroom bed is far more than just a place to sleep – it’s the ultimate foundation for creating unforgettable guest experiences. Nothing sets the tone for a guest’s stay like waking up refreshed, well-rested, and ready to seize the day. The hospitality industry understands this all too well, which is why beds are evolving into marvels of innovation, offering personalised comfort, advanced technology, and eco-conscious designs.
As Peter Deveny, Group Commercial Manager at AH Beard, points out: “Choosing good-
quality beds for your accommodation not only shows your guests that you care about their custom, but also about their sleep and health.” With that in mind, let’s explore the key advancements in luxury bedding that are transforming how hotels deliver comfort, and enhance guest satisfaction.
Advanced ergonomics and design
What’s the secret to exceptional sleep? It’s all in the details. Top-quality hospitality beds are engineered with cutting-edge ergonomic designs to ensure guests get the best sleep possible. Think pocket coil support systems and Australian-made foams that cradle the body in comfort while offering superior support.
But it’s not just about comfort – it’s about health, too. As Mr Deveny notes, “Science proves that better sleep promotes better
health, both physical and mental.” With high-quality hypoallergenic foams and fabrics, these beds don’t just provide support, they create a clean, healthy environment for sleep, proving that good rest is key to guest well-being.
Cutting-edge materials and construction
Luxury beds have come a long way from the basic spring mattress. While materials like latex remain popular for their pressurerelieving and non-allergenic benefits, Mr Deveny says the best hospitality beds are stepping up with many innovative new components. Copper-infused foams, gel layers, and advanced fabric treatments are now being incorporated into bed designs, offering climate control and moisture management for optimal sleep conditions.
Image courtesy of AH Beard
Highlighting this shift, Mr Deveny explains that these materials “help to make the sleep environment healthier and more comfortable, promoting a more peaceful night’s sleep.” In a world where comfort is king, these advancements are making it easier than ever for hotels to deliver on their promise of a superior sleep experience.
Sleep customisation technologies: Where personalisation meets comfort
If there’s one thing today’s hotel guests love, it’s personalisation – and now, they can even personalise their sleep. With the rise of sleep customisation technologies, hotels are offering guests the ability to fine-tune their mattress firmness, elevation, and even temperature, creating a tailored sleep experience once reserved for high-end homes.
“We’re seeing more hotels, especially luxury and boutique properties, consider adjustable bases as demand from consumers for this type of feature increases,” says Mr Deveny. The ability to switch a mattress from ultra-firm to ultra-plush in seconds is a game-changer, eliminating the need for extra boards or toppers. The best part? These technologies are now more affordable and accessible than ever, allowing more hotels to join the sleep revolution.
Wellness and sleep health
Luxury now comes with a new definition in hospitality: wellness. Today’s discerning guests aren’t just looking for a soft mattress – they’re seeking an environment that promotes overall well-being. With
features like pressure-sensing pocket coil systems, advanced support technologies, and luxurious sheets and pillows, modern luxury beds are designed to enhance sleep hygiene and relaxation.
Mr Deveny explains that “true luxury in bedding combines premium comfort materials, advanced pressure-sensing support systems, and an adjustable base to give guests the ultimate in healthy, supportive sleep.” By focusing on wellness, hotels can offer a sleep experience that goes beyond rest – one that rejuvenates and restores their guests.
Beds that care for the planet
Luxury and sustainability no longer need to be at odds. With growing environmental awareness, the hospitality industry is
embracing eco-friendly practices in bed manufacturing. When purchasing beds, hoteliers should look for companies committed to reducing the ecological footprint of their products – something that extends beyond production.
“We are constantly reviewing and refining our supply chain and manufacturing practices,” says Mr Deveny. “This also extends to finding ‘end-of-life’ uses for mattresses being replaced in hotels, ensuring that luxury doesn’t come at the cost of the environment.”
The ultimate sleep experience: Comfort, innovation, and responsibility
In the end, the hospitality bed has become a statement of comfort, innovation, and sustainability. Whether it’s advanced ergonomic designs, personalised sleep technologies, or eco-friendly materials, hotels now have the tools to offer guests an unparalleled sleep experience.
“Guests want comfort, but they’re also asking for customisation, health benefits, and eco-conscious options,” says Mr Deveny. By embracing these advancements, hotels are stepping up their game, transforming a good night’s sleep into a highlight of the guest experience.
As the industry moves forward, it’s clear that the modern luxury bed is more than just a place to sleep – it’s a carefully crafted blend of comfort, wellness, and responsibility. For hotels looking to stay ahead, investing in quality beds is no longer just an option, it’s an essential part of creating memorable stays that keep guests coming back for more.
Images courtesy of AH Beard
Automation in action:
How robots are transforming hotel operations
By Grantlee Kieza OAM, Industry Reporter
Robot technology is revolutionising the accommodation industry, with automated machines now cleaning hotel rooms, delivering room service, and carrying luggage. And with the ongoing global shortage of chefs, robots may soon be stepping into kitchens to assist with food preparation.
Robots are transforming the speed and efficiency of guest services across multiple sectors. Steven Barnwell, Director of Sales and Marketing at Vintech Systems, notes that the company offers a “diverse product line” that includes meal delivery robots, commercial cleaning solutions, and systems designed to meet the various needs of hotels – whether for guestrooms or common areas.
“Our meal delivery robots are widely used in hotel restaurants, delivering meals and returning trays. This reduces repetitive tasks for wait staff, allowing them to focus more on delivering high-quality service to customers,” Mr Barnwell explained.
In addition, secure delivery robots are a key part of Vintech’s portfolio, helping with room service by providing safe, reliable deliveries to guests on different floors, complete with seamless lift integration.
Safety and hygiene are critical considerations in service robotics. “The materials used in robots should be easy to clean, and they are equipped with disinfection modules to ensure thorough cleaning after each service,” he said.
Autonomous robot vacuums, which are now commonplace in homes, are becoming valuable tools for hotel staff, helping to maintain cleanliness while freeing up attendants for more personal tasks. These machines can access hardto-reach areas like under the bed, ensuring consistent hygiene standards while room attendants focus on other duties.
Initially designed for domestic use, this technology is now being adapted to the unique demands of the hospitality industry. The advances in robotics go beyond cleaning. New systems now allow
seamless communication between room attendants and engineering teams, meaning maintenance issues can be addressed in real-time, preventing guests from checking into rooms with unresolved problems – a significant improvement from the past when delays in maintenance repairs were common.
Vintech Systems takes a personalised approach to meet the unique needs of each hotel. “We work closely with hotel management, operations, and maintenance teams to customise deployment plans based on the hotel’s space, service types, and specific requirements,” Mr Barnwell noted. “Our technical team ensures the robots are optimally integrated and supported, so they fit seamlessly into the hotel’s operations.”
He added: “Robots help hotel cleaning staff improve efficiency by autonomously cleaning floors according to pre-set shifts and zones. This enables staff to dedicate more time to tasks requiring a personal touch.
“Furthermore, Vintech’s robots can automatically take elevators, interact with automatic gates, and connect with IoT systems, allowing multiple robots to operate efficiently and safely within the same space.”
Robot technology not only boosts operational efficiency but also offers 24hour support, reducing the workload for staff. This constant availability is especially
valuable in the hospitality industry, where services are required round-the-clock.
As AI and robotics continue to evolve, Mr Barnwell believes robots will take on even more significant roles in hospitality. “Future robots will not only be service tools but also intelligent assistants, using data analysis and learning to provide more personalised and smarter services,” he explained. This development will further enhance both customer satisfaction and operational performance.
He says, Vintech Systems prides itself on being a leader in integrating technology within hospitality. “All our products can now seamlessly communicate with each other and with the property, improving reportability and efficiency at every level.”
Despite the growing role of robots, human jobs are unlikely to be replaced, though. Hospitality, after all, thrives on the personal touch. Robots are best viewed as valuable tools that take on routine tasks, allowing staff to focus on providing personalised services and enhancing guest experiences.
However, Mr Barnwell emphasised how much robots can boost guest satisfaction by ensuring efficient transportation of items throughout the hotel. “By significantly speeding up service response times, robots ensure that guests' needs are met quickly, which greatly enhances the guest experience,” he said.
In addition to improving service delivery, robots play a vital role in maintaining a clean and comfortable environment – both of which are key to guest satisfaction. “Robots provide continuous cleaning services, ensuring that the facility remains in immaculate condition at all times,” Mr Barnwell said. “This constant upkeep ensures guests enjoy a spotless environment, enhancing both comfort and satisfaction.”
As robots continue to be integrated into hotel operations, the future of hospitality looks not only smarter and faster but also more exciting. With robots taking care of routine tasks, staff can focus on what really matters – providing exceptional, personalised service. The future of hospitality is not just automated – it’s guest-centric, innovative, and ready to elevate the guest experience to new heights.
Image courtesy of Vintech
AI ushers in a new era of efficiency for the industry
By Sarah Davison, Industry Reporter
AI is no longer a futuristic concept – it’s here, transforming every corner of the accommodation industry. Whether it’s enhancing guest experiences or optimising internal operations, artificial intelligence is making waves.
Research from the McKinsey Global Institute even ranks travel as the industry with the most to gain from AI.
The possibilities are endless. From reservations to housekeeping, AI is revolutionising the way we do business –and the best part? This is just the beginning. In reservations and bookings, AI-driven
chatbots and virtual assistants provide 24/7 customer support, answer enquiries, offer tailored recommendations, and handle bookings. By analysing historical data, these systems can also anticipate demand fluctuations, adjusting pricing dynamically to maximise occupancy.
In property management, AI streamlines routine tasks like room assignments and maintenance requests. Machine learning algorithms predict when repairs or maintenance are needed, reducing downtime and ensuring smooth operations, allowing management to largely “set and forget.”
Energy management is another area where AI is making strides. Smart thermostats and lighting systems, controlled by AI, can learn guest preferences and adjust
settings to conserve energy without compromising comfort. This not only reduces operational costs but also aligns properties with sustainability goals.
In HR and administration, AI tools assist with recruiting by scanning resumes for relevant skills, automating onboarding processes, and managing payroll.
For marketing, tools like ChatGPT can help staff write captions for social media posts and create other marketing content.
In housekeeping, AI-powered robots and predictive analytics ensure rooms are cleaned efficiently, monitor product inventory, and even predict when additional cleaning services may be required based on guest preferences or occupancy trends.
To learn more about the future of AI in the accommodation industry, AccomNews spoke to ibooked.online CEO
Bart Sobies
Can you explain how AI is currently being integrated into various aspects of the accommodation industry?
The overall uptake of AI technology has varied in speed and scope. It's important to put it in context by understanding the difference between machine learning and AI. AI refers to machines being able to carry out tasks that we would consider to be smart or autonomous, that is, the way a human would do it. Machine learning, on the other hand, is a subset of AI, where we train a machine on how to learn.
Machine learning has been in the industry for many years, helping with revenue management, reporting, stock-taking,
accounting, etc. The biggest changes now are that AI has made these tools a lot more accessible. Think of it as a human interface where we can talk to it, ask questions, and even program it to perform various tasks.
Without getting too technical, the current AI revolution is accelerating the usefulness of many tech tools we already use, while allowing us to do things we never thought possible, such as full automation of the guest experience, from booking through to checkout, or speaking to guests in a foreign language.
How do you see AI transforming the operational efficiency of accommodation providers? Are there particular areas where AI has had a significant impact?
There are tools being developed that will allow you to control all facets of your hotel or STR business using natural language. Let’s say we want to increase all rates by five percent on two-person rooms – you’ll just ask, and it will do it. You may ask it to compare your pricing with competitors across seasons, then create rules to increase or decrease rates. The difference with AI is that you’re using natural language to make requests, and it will take vast amounts of data to make the right decisions for you.
In what ways can AI enhance the guest experience in accommodation settings?
The biggest advance of AI will be
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personalisation. We are now entering an era where we can automate personalisation, which used to be a manual process. Guests will interact with AI, which will answer questions and execute tasks. Want a late checkout? AI will check availability and offer a solution. Want to replace chips with salad for your steak when ordering room service? AI will handle it. Want to know more details about each dish? AI will answer.
As AI takes care of these tasks, our role as hoteliers will be to guide the AI in how we want it to operate, define our standards, and act as the 'puppet master.'
What are some of the key challenges and considerations that accommodation providers should be aware of?
AI tools, as we know them, are in their infancy – this is just the beginning. Think of it like the first version of the iPhone – it revolutionised the world. But all the technology built on top of the iPhone, like Uber, Google Translate, mobile games, and video calling, came later as developers understood the technology and consumers’ demands and created the products.
Right now, there is an AI gold rush where everyone is embedding the latest AI tool into their tech.
The reality is that a lot of the time, they just don’t work well – yet! So be cautious of the promises along the way.
SiLANT’s latest installation at Cable Beach Club Resort & Spa
Bart Sobies
A direct line to service:
Why guestroom phones aren’t going anywhere
By Grantlee Kieza OAM, Industry Reporter
Guestroom phones offer more than just a quick connection – they bring service, convenience, and security right to guests' fingertips. Whether they’re calling for room service, booking a spa, or handling an emergency, the humble hotel phone is far from obsolete. In fact, it remains a vital tool for enhancing the guest experience.
While mobile phones have turned household landlines into relics of the past – joining the ranks of cassette players, typewriters, and black-and-white TVs – guestroom phones continue to play an essential role in hotels. According to Brendon Granger from Technology4Hotels, they offer something mobiles can’t: instant, direct service that’s easy to use and always reliable.
“Guestroom phones are the key to great service,” Mr Granger explained. “Guests stay in hotels because they want a high level of service, and the guestroom phone provides the fastest and most efficient way to communicate their needs. They're simple, convenient, and immediate.”
Images courtesy of Technology4Hotels
Beyond convenience, guestroom phones deliver the trifecta of security, service, and comfort – the pillars of the accommodation industry.
Today’s hotel phones have advanced, providing far more than just basic calling functionality. Many now feature advanced functions, acting like mini tablets that improve guest interaction and streamline service.
“When guests want to book a spa, order extra towels, or ask for coffee pods, they don’t usually reach for their mobile," Mr Granger said. “They pick up the room phone because it provides a direct line to exactly what they need, quickly and without hassle.”
The hotel phone enhances security in ways that mobile devices cannot. In
an emergency, it's the quickest way to contact the front desk – or simply request a wake-up call after a long day of travel.
“There’s a sense of reassurance when you’re in a hotel that you don’t find in an Airbnbstyle rental,” said Mr Granger. “The phone is right there if you need it. Everyone knows how to use it, and in an emergency, time is critical. You don’t want to be fumbling with a mobile, looking up a number or trying to figure out a tablet. Having a guestroom phone allows you to get help instantly.”
Some hotels have moved away from installing phones in rooms, prioritising cost-cutting or tech solutions like tablets. However, Mr Granger cautions that this shift overlooks the convenience and peace of mind these phones provide.
Brendon Granger
"Interestingly we have seen many of these properties remove the tablet and re-install a phone.
“There was a trend to install tablets for controlling room functions, but they can be confusing and time-consuming,” he said. “When guests arrive, they want to order food quickly. They don’t want to spend 15 minutes figuring out how to use a tablet just to order room service.”
In an era of QR codes and digital menus, many guests – especially those paying for luxury – still prefer a personal touch.
“Guests paying top dollar for a hotel room don’t want to wrestle with technology just to get a meal,” Mr Granger noted. “They’d rather pick up the phone and talk to a real person. I had a colleague who stayed in a Perth hotel where a tablet controlled the blinds and lights. The tablet didn’t charge properly overnight, and the next morning, he couldn’t turn on the lights or open the blinds.”
Mr Granger added that in an emergency, simplicity matters. While mobile phones are useful, guests unfamiliar with local emergency numbers might struggle. A room phone provides a direct connection to help, with no guesswork involved.
“Imagine having a heart attack and needing to scan a QR code for help,” he said. “Guestroom phones are easy and straightforward – no complications, just a quick call for assistance.”
Phones today are sleeker and more intuitive, with many offering just two or three buttons for essential services. Cordless models allow guests to walk around their room while staying connected, and some even offer LCD screens with language options.
Thirty years ago, guestroom phones were a costly convenience, with hotels charging a premium for external calls. Now, they are primarily used for internal services like room service or maintenance requests.
“Few guests use hotel phones for external calls these days,” Mr Granger said. “But they use them constantly for room service and
other in-house needs. One hotel director told me that despite implementing a QR code system for ordering, it was still easier for guests to pick up the phone and say, ‘Can I have a steak sandwich, no onions?’”
Guestroom phones also play a crucial role in preventing small issues from escalating. Guests can easily reach the front desk to address problems, avoiding the frustration that could lead to complaints.
Mr Granger recalled a Gold Coast hotel that was talking about not reinstalling phones when they refurbished. However, over the holiday season due to an issue with the PABX, a third of the rooms didn't have working phones and guests in these rooms grew increasingly frustrated.
“Without phones, guests couldn’t call for service and were frustrated so they marched down to the front desk. The hotel general manager said his team were tearing their hair out, and he was giving away cases of wine to placate guests. He now realises the importance of guestroom phones for service and the diffusion of minor guest issues which if not dealt with become major in the guest's eyes.”
In short, the guestroom phone remains a simple yet powerful tool for ensuring a smooth, secure, and satisfying stay. Whether for service, security, or just comfort, it continues to prove its worth, even in the age of mobile technology.
Think differently about
guest room phones
Personalised welcomes, every time
Display your guest’s name – create a sense of personal connection and VIP treatment from the moment they enter the room.
Sleek, stylish, and always on brand
The modern design of the S2116 phone enhances your room's aesthetic while reinforcing your hotel’s premium image.
Cutting-edge functionality meets timeless service
With advanced DECT 6.01 technology, programmable speed dials, and seamless integration with smart room systems, it’s more than just a phone – it’s an integral part of the guest experience.
Effortless convenience for both guests and staff
Remote configuration and hidden base design mean lower operational costs and flexible room placement.
Discover the Future
76% of new hotels in Australia trust VTech from Technology 4 Hotels – Isn’t it time you did too?
Image courtesy of Technology4Hotels
Smart locks are key to modern security
By Mandy Clarke, Editor
Smart door lock technology is revolutionising accommodation security, blending convenience with enhanced protection. As traditional keys and cards fade, keyless entry and mobile access solutions are becoming the new standard, offering guests the freedom to unlock their rooms with a smartphone. This technology doesn’t just secure doors; it streamlines operations and enhances the overall guest experience.
In this article, we spotlight advancements in access control systems, focusing on guest safety, streamlined check-ins, and tailored security solutions for accommodation providers of all sizes. As expectations around convenience and security evolve, smart access systems are reshaping how properties safeguard their assets and provide a seamless, secure guest experience.
Keyless entry systems: The new gold standard in guestroom security
Keyless entry systems are quickly becoming the benchmark in hotel security. By eliminating traditional keycards or physical keys, these systems enhance safety and convenience for both guests and staff. Guests can unlock their rooms using mobile apps or digital wallets, eliminating the risk of lost or demagnetised keycards. This trend is being embraced by both large hotels and smaller, regional properties looking for scalable, budget-friendly solutions.
Commenting on this trend, Steven Barnwell, Director of Sales and Marketing at Vintech Systems, says: “Mobile connectivity with both BLE and NFC technologies provides the convenience of using either Apple or Google Wallet to store your secured credential, offering the highest level of security to both guests and operators.”
Keyless entry systems also reduce the workload at the front desk, streamlining check-ins and addressing lost key issues. Guests appreciate the added security of knowing their digital key can be easily deactivated if their phone is lost or stolen.
Mobile access solutions:
Seamless, on-the-go convenience
Mobile access solutions are gaining popularity, driven by widespread smartphone use and the desire for convenience. These systems allow guests to bypass the front desk entirely, using an app or digital wallet to check in and access their room without physical interaction – especially appealing in a post-pandemic world.
“Both BLE and NFC technologies grant guests freedom across the property, with mobile connectivity providing visibility for property management to meet both guest expectations and operational needs,” adds Mr Barnwell.
Mobile key solutions can also integrate with property management systems (PMS), enabling guests to check in and out effortlessly, while giving hotel management valuable data and the ability to personalise experiences for returning guests.
Online and after-hours check-ins: 24/7 security
Next-generation security systems enable 24-hour service without full-time staffing. Secure online check-in options and afterhours access are transforming hotel operations, particularly in properties with limited staff. Remote check-in processes allow guests to enjoy a seamless and secure experience even during off-peak hours – essential for smaller or regional properties where staffing may be limited.
Mr Barnwell notes: “In any form of lock, the most critical elements are security and reliability. In a 24/7 hospitality environment, it’s crucial to have a product that delivers on both.”
By enabling online check-ins and digital access, properties can offer convenience
while enhancing security through a digital record of entries and exits.
Tailored solutions for smaller properties: Practical and scalable
Smaller properties, such as motels and regional accommodations, are also adopting smart access systems. Scalable solutions, designed to meet the needs and budgets of smaller operators, provide enhanced security and convenience without significant infrastructure investments. Cloud-based smart locks and mobile access solutions are particularly appealing, as they require no costly on-site servers and can be managed remotely.
“There are many levels of smart locking solutions, depending on management needs and site-specific requirements,” explains Mr Barnwell.
These systems allow smaller properties to offer cutting-edge safety and convenience without heavy upfront costs, ensuring they can scale as the business grows.
Staying ahead in guest safety and access control
As technology evolves, it’s essential for accommodation providers to stay ahead of the curve on guest safety. Integrating mobile access systems with other hotel technologies – such as room controls, housekeeping, and energy management – offers a seamless guest experience while optimising operations. Future advancements, including biometric verification and AI-driven security, are set to further revolutionise how hotels manage access and protect their guests.
The coming years will likely see more advanced biometric systems, such as facial or voice recognition, become mainstream. Experts predict that AI-driven systems will play a larger role in detecting anomalies and ensuring real-time guest safety. By investing in these technologies now, accommodation providers can ensure they meet guest expectations for both convenience and security in the years to come.
For more information, please contact Vintech Systems on 02 9472 2000, sales@vintech.com.au or visit www.vintech.com.au
Hoteza Guest Journey
Minibars for Accommodation
& Key Hardware
Boosting direct bookings
Strategies to compete with OTAs in 2029
By Sarah Davison, Industry Reporter
By 2029, it's projected that 75 percent of the total revenue in the Australian travel and tourism market will be generated through online sales. This shift reflects the growing trend of consumers organising their travel plans digitally, fuelling the rapid expansion of the online travel booking industry.
Over the past decade, online travel agencies (OTAs) have surged in popularity, offering a convenient, cost-effective alternative to traditional travel agents. Operating solely online, OTAs connect customers directly with tourism products, allowing them to book accommodation with ease. This streamlined, one-stop approach, combined with access to user-generated product reviews, has made OTAs a go-to platform for travellers seeking both inspiration and convenience.
Research has revealed travellers spend 303 minutes, or more than five hours on average, engaging with travel content in the 45 days before booking.
The research, conducted by Expedia Group and Luth Research, found that when it came to what resources travellers used to plan their trip, OTAs still reign supreme, with 80 percent of travellers using OTAs above search engines (61 perceent), airline websites (54 percent), and meta travel websites (51 percent).
Attracting visitors to your website is just the first step – turning that traffic into bookings is the next
many in the industry to look for alternative solutions. One approach is focusing on increasing direct bookings, which not only reduces commission fees but also enhances profitability. But how can accommodation operators best utilise their time and budget to convert guests to booking directly?
Website upgrades and design considerations
Further cementing the role of OTAs, four in five travellers surveyed visited an OTA at some point before making a travel purchase, indicating that travellers likely visited an OTA for inspiration, research, or planning purposes, even if they eventually booked through another website.
For accommodation providers, partnering with OTAs has become standard practice due to their extensive reach and marketing power. However, the commission fees, typically ranging from 10 percent to 30 percent, can significantly impact the bottom line, creating a dilemma for hoteliers. While OTAs provide visibility and access to international markets, the ongoing cost pressures have prompted
A well-designed, user-friendly website is the foundation of any successful direct booking strategy. Ensuring that your site is attractive, responsive, and mobile-friendly is crucial. Having a fast-loading site with strong SEO practices will help ensure that your website performs well in search engine rankings, making it easier for guests to find your accommodation directly. Additionally, hoteliers should take inspiration from OTAs by highlighting positive reviews or guest testimonials on their own websites.
Converting traffic to bookings
Attracting visitors to your website is just the first step – turning that traffic into bookings is the next. Offering guests financial incentives to book through your website is one way to boost direct bookings. Consider offering discounted pricing or free upgrades to guests who book directly. From here, ensure the booking process is seamless with minimal clicks and easy payment options. For guests booking via a mobile device, consider offering payment through digital wallet options such as Apple Pay.
Online advertising solutions
Advertising your accommodation through search engine marketing, display ads, and online directories can significantly increase your brand's visibility. Additionally, social media platforms like Facebook, Instagram, and TikTok offer unparalleled opportunities for engagement. Use these platforms for targeted advertising, promotions, and collaborations with influencers to boost your accommodation’s profile to new audiences.
Guest data utilisation
Data from past guests is a powerful tool for re-engaging visitors and securing repeat bookings. Re-engage with past guests by offering incentives to book again, such as discounted pricing or upgrades. Loyalty programs can also help ensure long-term customer retention.
To learn more, AccomNews spoke to Resly co-founder Sam Steel who shared insight into how to boost direct bookings.
When upgrading or designing a new website for direct bookings, what are the key factors that should be considered?
Regardless of your level of investment, content is key. A cost-effective, templated website can function well, but without high-quality content, it won't convert lookers into bookers. I strongly recommend investing in new professional photos,
Sam Steel, Co-Founder, Resly
videos, and other content for your website before spending heavily on a redesign. Additionally, it's essential that the website is optimised for mobile devices – there's no compromise on that.
How can website owners optimise the booking process to minimise drop-offs and enhance the overall guest experience?
Removing friction is crucial! Simplifying the booking flow and ensuring mobile responsiveness are key. Offering multiple payment methods and flexible booking options will enhance convenience and build confidence.
Additionally, utilise promotional tagging and clear calls to action to create a sense
of urgency and scarcity, encouraging guests to complete their bookings quickly.
Given the various online advertising options, where do you believe operators should focus their advertising budget to achieve the best return on investment?
OTAs typically offer the best ROI since you only pay when a booking is made. However, diversifying your distribution channels is always a smart strategy. Google Hotels is a highly underrated direct channel, and it's completely free!
Google doesn't charge hotels any commission for bookings made through Google Hotels, and these reservations are processed through your direct online booking engine. This means they are treated as direct bookings, allowing you to maintain ownership of the guest relationship.
This is what Google Hotels is, so your “official website” will be displayed directly against the OTAs and you won't pay any commission.
How can businesses effectively leverage social media platforms to attract and engage potential guests?
Share authentic stories: Highlight guest experiences, behind-the-scenes content, and stories that resonate with your brand. Authentic storytelling helps build trust and connection with your audience. Also, have your direct booking link in your profile to make it easy to make a booking!
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Top three reasons a hotel-specific CRM outshines generic solutions
Experience is everything in hotels today. And a Customer Relationship Management (CRM) system designed for hospitality has the power to make hotels stand out from the crowd.
Positive guest interactions are the starting point for long-term loyalty and stand-out experiences. Good experiences lead to great reviews and a progressive cycle of bookings and enthusiasm for your brand. The right hospitality CRM serves as the nerve centre of your hotel, enabling you to streamline operations, cultivate long-term guest relationships, and centrally manage guest interactions throughout the hotel, including at dining, spa, and leisure outlets.
We live in an increasingly digital world. Guests are used to receiving countless digital communications from different brands. The right CRM helps hotels deliver that cravedfor personalised experience, meeting the needs of each guest on their individual journey. Research by McKinsey highlights how a hotel CRM can track the preferences of repeat customers and distribute the information to staff to help them deliver thoughtful and exceptional customer service.
Whether it’s reserving a favourite table or having the right pillows ready in the room – this is the kind of experience guests want more of. McKinsey also found that personalised service is valued 2.5 times more by Gen Z than by Baby Boomers. Clearly, personalisation will only become more important over time.
So how does a hotel-specific CRM help hoteliers elevate operations and the service they deliver?
1. Driving revenue in a unique but fragmented industry
Hospitality is a distinct and unique industry; guests go on a journey from pre-arrival to post-checkout, and hotels are made up of complex components including food and beverage (F&B), spa and wellness, and activities and experiences. These business units have historically operated separately, with their own P&L and management systems, sometimes catering to different sets of guests.
The one-of-a-kind set-up of hotel operations means the hospitality technology space is very fragmented. Many hotels have to connect to literally hundreds of platforms just to be able to manage all elements of the business. A generic CRM simply cannot capture the breadth of information from multiple sources and customer interactions, while embedding a digital guest experience.
Carlos
VP of Product, Marketing Cloud, Cendyn
Not only does a hospitality-focused CRM help manage guest profiles from a variety of business units, but it also enables hotels to drive ancillary revenue throughout the digital guest journey and from returning guests. Whether it’s syncing with property management systems (PMS), point-ofsale systems (POS), booking engines (BE), central reservation systems (CRS), or revenue management systems (RMS), to name a few, these integrated solutions create a cohesive operational ecosystem.
2. Supporting omnichannel touchpoints
Hospitality CRMs capture and analyse a wealth of guest data, including preferences, behaviours, and interactions across various touchpoints. Harnessing centralised data results in highly detailed guest profiles that can feed into both time-saving automation and segmentation. This level of granularity allows exceptional personalisation and more effective marketing campaigns too. By using highly segmented data from the CRM and other integrated sources, hotels can deliver more targeted campaigns across multiple channels, including social media, Google AdWords and messaging platforms. The potential impact of this is significant, particularly when creating special
offers that resonate with each segment’s unique preferences and interests.
3. Fast implementation
Hotel-specific CRMs come with out-ofthe-box hospitality-focused tools which enable hotels to get started immediately. This includes common audience segments, email templates, and campaign workflows on multiple different channels.
A hotel-specific CRM can drive quicker results, compared to spending substantial time and resources customising a generic CRM to try to make it fit your needs. A specialist CRM reduces implementation costs and generates ROI sooner. Over time, hotels can improve even more by refining the way they use the data and reports in a CRM.
Conclusion
When we consider what hotels are most concerned about – it’s staying competitive. And strategising for the future is key to this. Hotel-specific CRMs help by offering deep insights into guest behaviours, market trends, and revenue opportunities. Analysing this data provides actionable intelligence for strategic decision-making. Using this data for day-to-day operations can also drive sustainable growth. For example, recommending ancillary services to increase revenue per guest. As hotel-specific CRMs can analyse guests’ past stays, they enable hotels to create bespoke loyalty incentives for their customers. Recognising loyal customers at every touchpoint is key for members of loyalty schemes, according to research by Global Hotel Alliance and Skift. This elevates overall customer satisfaction and lifetime value.
Ultimately, hotel CRMs understand the intricacies of the hospitality industry to make a tangible impact on guest experience, loyalty and the long-term strategic success of hotels.
Moncho,
Image courtesy of Cendyn
A FOCUS ON INCLUSIVE DESIGN
Designing inclusive barbecue facilities requires thoughtful planning to ensure access for everyone, including those with mobility challenges and families with children. Facilities should comply with relevant Accessibility Standards, including clear paths and ramps with a maximum gradient of 1:14. At Christie, we focus on innovative design that ensures access and safety for people of all abilities. Our barbecue cabinets, with easy-to-reach controls and visible warning lights, are designed specifically for seated and standing users.
C Christie Barbecues E sales@dachristie.com W dachristie.com
EAR PLUGS IN A CARDED PILLOW PACK
These ear plugs are individually wrapped to ensure high levels of hygiene and are highly e ective in reducing noise. They are especially ideal for hotels located in busy areas, where noise pollution from population density, public transport, freeways, and overhead planes can be a concern. We understand that ensuring guests get a good night’s sleep is a high priority for any professional hotel. Our ear plugs provide a practical solution to mitigate noise disturbances, helping hotels to o er their guests a more restful stay.
WillPlay, a leader in innovative outdoor play and fitness equipment, o ers their cu ingedge WillFit range designed to enhance any property. Embracing fitness within your property not only o ers guests an engaging activity but also elevates the location appeal, making it a standout choice for health-conscious travellers and guests. Manufactured using stainless steel, marine-grade aluminium, and UV-stable HDPE, WillPlay's fitness range is ideal for coastal conditions. By providing a dynamic and accessible way for people to stay healthy, WillPlay's Australian Made WillFit equipment stands as a valuable asset, ensuring your property remains a sought-a er location.
C WillPlay P 1300 132 047
E caitlin.gilfoyle@willplay.com.au W willplay.com.au
How EV charging stations are boosting satisfaction & bookings
By Sarah Davison, Industry Reporter
According to the Electric Vehicle Council, new EV purchases in Australia have more than doubled in 2023 compared to 2022, with the total number of EVs on Australian roads now exceeding 180,000.
This growth continues the trend of around a doubling of the new EV market every year since 2020 and has been driven by increasingly positive actions taken by state and federal governments.
With continued policy support, the Electric Vehicle Council said it is confident the market will continue to grow at 30 to 50 percent per year, in line with what will be required to support Australia’s climate targets
While EV drivers were once largely regulated to city bounds, the uptake of EVs and improved charging networks have led to regional and rural drivers making the switch in record numbers.
Recent data compiled by the Electric Vehicle Council showed that nearly 20 percent of EV sales are now coming from rural and regional Australia, trailing inner and outer metro areas at 39 and 43 percent respectively.
With this in mind, offering EV charging stations onsite for guest and visitor use is not just an important sustainability initiative, it is an effective way of increasing bookings and guest satisfaction by appealing directly to the growing population of EV drivers exploring regional and rural Australia.
“As the number of EV drivers continues to increase and as government targets push for 100 percent EV sales, the potential benefits for accommodation operators will only continue to grow,” ChargeBoss Director Emma Allen explained.
“While many hotels and hospitality venues already see EVs in their car parks, not all are tapping into the potential this presents. Installing EV charging stations onsite is a powerful way to engage both current and future guests.”
Additionally, operators can also install EV chargers for public use, creating an additional income stream for operators year-round.
“Offering public EV charging not only enhances your property’s appeal, but also places your accommodation on popular apps like PlugShare, which is widely used by EV drivers when planning a trip,” Ms Allen said.
“By catering to these eco-conscious and high-end travellers, you can meet the growing expectation for highquality charging experiences.”
For operators with minimal experience with or understanding of EVs, technological advancements make operating charging stations easier than ever, with guests and customers now able to operate the chargers using a QR code with minimal assistance from staff.
“Technology in EV space is rapidly evolving, from advancements in cars and batteries and also increasingly sophisticated EV charging software,” Ms Allen said.
“Cloud technology has also become available, this upgrade enhances communication between chargers and software, enabling more detailed session data, faster responsiveness, and improved load management.
“The result is a smarter, more adaptive charging experience that seamlessly meets the needs of both EV users and site owners.”
For operators looking to install an onsite EV charger, it can be difficult to know where to start, which is why Ms Allen recommends working with a company that can help you navigate the process from conception to installation.
“An effective EV charging ecosystem encompasses hardware, software, and power management,” Ms Allen said.
“For commercial charging stations, it's crucial to ensure that both the software
and hardware are of high quality and compatible with each other, especially if you plan to manage payments or offer complimentary or discounted charging.
“From an electrical perspective, installation should be carried out by a qualified electrician who can also install the necessary data cabling for smart chargers, always following the manufacturer's guidelines.”
And for accommodation operators looking to retrofit a site, Ms Allen recommends booking a professional site assessment to determine the best course of action.
“This ensures both safety and optimal performance,” she said.
Finally, Ms Allen said that operators should ensure that they are endeavouring to provide a positive user-experience, by working with software that is easy to navigate for EV drivers of any age or background.
“When it comes to customer engagement and satisfaction, the user experience is crucial,” she said. “Accommodation operators need to implement a user-friendly system that guests and visitors can easily navigate.
“This is especially important as it enhances your brand's appeal. Meeting these expectations not only boosts bookings and increases dwell time but also positions your site as a top choice for EV travellers.
“With charging capabilities becoming a deciding factor in accommodation decisions, offering this amenity is fast becoming a key competitive advantage.”
Image courtesy of ChargeBoss
Golf & green energy:
Resort embraces EV charging for guests
Australia’s largest public access golf course
Yarrawonga Mulwala Golf Club Resort worked with ChargeBoss to take proactive steps to accommodate the increasing number of electric vehicle (EV) owners.
“We made the decision to try to get ahead of the move towards electric vehicles by o ering chargers onsite for both guest and visitor use,” Yarrawonga Mulwala Executive Manager Rory Burling explained.
As a destination for golfers from across Australia and internationally, Yarrawonga Mulwala has sixty rooms onsite for those who come to stay at the resort and enjoy a few rounds of golf.
In response to increasing inquiries from guests about EV charging
options, Yarrawonga Mulwala decided to integrate charging stations into their recent accommodation expansion. As they planned the construction of four new threebedroom, three-bathroom villas, Yarrawonga Mulwala Golf Club Resort CEO Peter Savy engaged ChargeBoss to help install four new EV charging stations.
“We’ve started ge ing inquiries from guests asking if we can cater to EV owners. We wanted to o er safe charging as part of the stay, rather than guests running a power lead out the back door!” Mr Burling explained.
“The installation process was simple and stress-free, and the chargers were ready by the time the new buildings opened.”
The resort also installed two chargers available for public use, catering to any EV drivers exploring the region.
“There’s not too many places in town, there are only two other locations that I know of for people to charge their EVs,” Mr Burling said.
“The demand for charging stations is growing, and we’re doing our best to cater to as many people as possible.”
While the response from guests has been positive, Mr Burling said sta were also pleasantly surprised at how easily visitors and guests have been able to navigate the chargers.
“The chargers are really userfriendly, requiring just a QR code scan – no apps for guests or visitors to download,” Mr Burling said.
“It’s been a great experience working with ChargeBoss. They guided us step by step and made sure everything was stress-free.”
Image courtesy of Yarrawonga Mulwala Golf Club Resort
Electrifying the guest experiences in hospitality accommodation
By Mandy Clarke, Editor
In an industry increasingly driven by eco-consciousness and convenience, one trend is gaining traction for its ability to enhance guest experiences and promote sustainability: electric bike and scooter hire services.
From holiday parks to luxury hotels, these services are transforming how guests explore their surroundings, offering a blend of sustainability and adventure. Electric bikes have become incredibly popular in Australia. According to the 2023 Australian Cycling and e-Scooter Economy Report, the number of electric bikes sold nationally increased by over 250 percent from an estimated 54,000 bikes in 2020 to 193,000 bikes in 2022.
As travellers prioritise reducing their environmental impact, providing convenient, fun mobility options has become a powerful way for accommodation providers to stand out.
Imagine guests forgoing their cars in favour of electric bikes, riding along scenic trails, or effortlessly gliding on scooters to discover hidden local gems. This isn’t just a transportation option – it’s an opportunity for accommodation providers to offer ecofriendly, adventurous experiences that also align with the industry's sustainability goals.
Sustainable mobility solutions
Electric bikes and scooters are becoming essential tools in the movement toward sustainable tourism. By offering these green mobility options, hotels, resorts, and holiday
Electric bikes will transform the way visitors experience a local area
parks reduce their carbon footprints and support eco-friendly travel initiatives.
Monica Zarafu, transport engineer and Founder/CEO of Australian electric bikesharing company BYKKO highlights the significant environmental benefits. “Research shows that every kilometre travelled on a bike compared to a car saves up to 250 grams of carbon dioxide,” she explains. “Electric bikes allow guests to explore destinations without contributing to harmful emissions, making a positive impact on the environment. In an industry increasingly driven by eco-consciousness and convenience, an intelligent electric bike
system as an amenity and a service is gaining traction for its ability to enhance guest experiences and promote sustainability”
They are particularly effective for short trips – distances that are too far to walk but don’t require driving. This helps reduce traffic congestion and encourages more sustainable transportation.
Enhancing the guest experience
Electric bikes provide guests with the freedom to explore their surroundings in a convenient, enjoyable, and sustainable way. These services cater to a broad range of demographics, from adventureseeking young travellers to retirees looking for a nostalgic experience.
“Electric bikes bridge the gap between generations and empower riders of all abilities and fitness levels,” Ms Zarafu notes.
For hotels and resorts, offering electric mobility options elevates the guest experience by adding a sense of adventure and exploration. Whether it’s a couple on a romantic sunset ride or a family discovering hidden gems on local trails, the unique experiences created often leave lasting impressions, driving guest satisfaction and loyalty.
“At the heart of every holiday park are the experiences that create lasting memories for guests. Those special moments keep them coming back, generation after generation,” Ms Zarafu adds. P48
Images courtesy of BYKKO
E-Bikes a hit at West Beach Parks
West Beach Parks, Holiday Park located on Adelaide’s Southern Ocean coast, is embracing ecofriendly travel with a fleet of electric bikes. Purchased just before Christmas from BYKKO, along with a dedicated charging station, the electric bike-sharing service has quickly become a guest favourite.
West Beach Parks CEO Kate Anderson said the response to the e-bikes has been overwhelmingly positive.
“Our guests are thrilled with the convenience and excitement the e-bikes bring to their stay, allowing them to explore the park and surrounding areas effortlessly. Many have commented on how user-friendly the bikes are, and they’ve become a highlight for families and adventure-seekers alike,” she said. “The e-bikes have significantly enhanced the overall guest experience, leaving visitors with even more memorable moments during their holiday.”
Monica Zarafu, founder and CEO of BYKKO, noted that West Beach Parks introduced e-bikes to improve the guest experience.
“The bikes are incredibly popular,” she said. “At West Beach Parks, we installed a charging station and provided a fleet of bikes. While the resort handles its own bike maintenance, we offer technical support and spare parts when needed.
“West Beach does a great job maintaining the bikes, and they’ve confirmed it’s an easy system to operate. We designed these bikes from the ground up with durability and
long-term use in mind, and they’ve proven to be both robust and simple to use.”
The charging station at West Beach Parks was installed in November, and the bikes were ready for guests just before Christmas.
“They had rentals from day one,” Ms Zarafu added. “The average trip distance is 7.8 kilometres but we’ve seen trips as long as 32 kilometres (much further than people usually walk on holiday) and guests are riding them to the beach, shops, and along local trails, thoroughly enjoying the experience.
“Without the need to find parking, people spend more time and money in local shops and cafes. Having e-bikes in a holiday park or residential community generates more income for the surrounding community compared to when guests or residents drive everywhere,” she explained.
With the success of the e-bikes at West Beach Parks, the holiday park is not only enhancing guest experiences but also supporting the local economy and promoting eco-friendly tourism. For West Beach Parks, the future of holidaying looks greener, more convenient, and even more memorable.
Images courtesy of West Beach Parks
Operational considerations
Establishing an electric bike and scooter hire service requires careful planning. Providers must consider elements such as maintenance, safety, and insurance to ensure smooth operations. Ms Zarafu points out that one of the main challenges is managing the logistics of bike rentals.
“Handling paperwork for busy reception staff, signing bikes in and out, collecting payments, and maintaining the bikes can be overwhelming,” she says. “But an intelligent electric bike rental system can eliminate these headaches.”
A system that allows guests to access and return bikes via their phones can free up staff for more essential tasks. Charging
stations with in-built anti-theft mechanisms enhance security and streamline operations.
Insurance is another critical factor. Accommodation providers must ensure their bike and scooter hire services comply with local regulations and have the appropriate insurance coverage to protect both guests and property. “BYKKO system is compliant with the European and Australian standards and our bikes have several safety features in place to mitigate fire risks. Our bikes and charging stations have embedded IoT and safety sensors with real-time diagnostics about battery, motor, electronics health and motion monitoring.”
Market trends and innovations
As inclusivity and accessibility become top priorities, the electric mobility market is rapidly evolving to enhance the guest
experience. According to Ms Zarafu, “The next step will likely involve integrating mobility scooters and tricycles into the same charging stations, and we're exploring the introduction of mountain bikes with a longer range.”
Adaptability is key as more guests seek eco-friendly, active transportation options. Electric bike and scooter hire services are not only sustainable but also lucrative for accommodation providers. These services open new revenue streams and help brands align with environmentally responsible tourism values.
“Associating the park’s brand with ecofriendly travel modes that promote a healthy and active lifestyle is a powerful marketing tool,” Ms Zarafu adds.
A triple win: Benefits for guests, providers, and local communities
Electric bike-sharing services enable businesses to meet both net-zero goals and guest well-being targets with a single initiative.
By offering these services, accommodation providers cater to the needs of eco-conscious and adventure-loving guests while positioning themselves as leaders in sustainable tourism.
Additionally, when guests use electric bikes to explore the area, they help support local businesses and restaurants.
Partnering with a rental system provider experienced in the accommodation industry, offering ongoing facility services, IT support, and customer care, can seamlessly add value and convenience to operations.
The future of travel and tourism is green. As Monica Zarafu concludes, “Electric bikes will transform the way visitors experience a local area.”
Images courtesy of BYKKO
Preferred Supplier Programme
Assisting the industry
For over twenty five years in Australia the preferred supplier programme and directory has been an extremely valuable and effective tool for accommodation managers.
It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries. This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefi t from the positive experiences other managers have had with their suppliers.
Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme:
1. All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier).
2. All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.
3. Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.
4. Subject to the satisfaction of these processes and commitments suppliers
then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of the AccomNews magazine and online at accomnews.com.au.
5. Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.
With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.
For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory. So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs.
