AccomNews - NZ - Summer 2019 by Multimedia AU/NZ

AccomNews The essential industry guide

Issue 43 | Summer 2019 | NZD $16.50 incl GST | accomnews.co.nz

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AccomNews is distributed quarterly to hotel, motel, resort and apartment properties throughout New Zealand by Multimedia Publishing Limited. The views and images expressed in accomnews do not necessarily reflect the views of the publisher. The information contained in accomnews is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

Inside our Summer Issue Front Desk Don’t let the ‘what ifs’ trip you up

Industry The secret to true manaakitanga

Advertising Conditions The publisher reserves the right to refuse to publish or to republish without any explanation for such action. The publisher, it’s employees and agents will endeavour to place and reproduce advertisements as requested but takes no responsibility for omission, delay, error in transmission, production deficiency, alteration of misplacement. The advertiser must notify the publisher of any errors as soon as they appear, otherwise the publisher accepts no responsibility for republishing such advertisements. If advertising copy does not arrive by the copy deadline the publisher reserves the right to repeat existing material.

Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein. AccomNews, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law. Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 2019 Multimedia Publishing Ltd. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher.

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PO Box 5104, Papanui, Christchurch, 8542, NZ Phone: (03) 365 5575 Fax: (03) 365 1655 mail@accomnews.co.nz www.accomnews.co.nz ISSN: 2624-2389 (Print) ISSN: 2624-2397 (Digital)

EDITOR Kate Jackson, editor@accomnews.co.nz STAFF WRITER Mandy Clarke PRODUCTION Richard McGill, production@accomnews.co.nz ADVERTISING Tim Svenson, t.svenson@accomnews.co.nz Dee Dawson, d.dawson@accomnews.co.nz SERVICE Gavin Bill, service@accomnews.co.nz CONTRIBUTORS

Summer – bring it on! Wishes for the summer holidays

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

08 09

Management How do you solve a problem like Airbnb? 2019 Leader’s Forum

What’s Hot

10 12 19

Profiles mi-pad Queenstown: Different & making a difference

Suncourt Hotel and Conference Centre: Owners happy with SKY Guest Select...

Sebel Auckland Manukau welcomes guests

Marketing Channel managers lead the distribution revolution

We took a million hotel photos: here’s what we learned…

Human Resources Emma shines in five-star role

Housekeeping What’s new in bedding?

Comfortably catering for the extras

32 36

Food & Beverage Tapping into the water revolution

Property Buyers seeking to capitalise on a growing market

Safety & Security Are you on a firm footing with anti-slip flooring?

Guest Facilities

The transport creating a moving guest experience

Refurbishment Grand Mercure Auckland reveals grand new event spaces

Technology How guest services systems

KEY Commercially funded supplier profile or supplier case study

From chasing growth to managing growth 07

Brendon Granger, Rayma Jenkins, Fergus Brown, Julie White, Chris Roberts, Peter Haddon, Caroline Campbell, Aaron Torensen, Matthew Goss, Judy Senn, Jeff Rhode, Jimi Kennedy-Grant, Vee Kessner, Peter Deveny, Simon McGrath and Luke Brodie.

Supplier information or content

44 FRONT DESK

can enhance the guest experience

Technology trends set to revolutionise accom in 2019

Adapting to guestroom entertainment preferences in the age of online content streaming

Energy & Resources Accom shines with solar Want to get more from your pool?

50 51

Summer 2019 - AccomNews

Don’t let the ‘what ifs’ trip you up Hi readers,

are exceptionally sharp and he didn’t like to wear chain mesh gloves on hot days.

We may have sweltered through a sizzling summer, but it was with chills that I revisited the spectre of health and safety mishaps for our feature about anti-slip flooring on page 40. Over 12 years as the owner of holiday accommodation cottages, there were plenty of terrifying ‘what if’ moments. The worst involved a bird hitting a cottage window with such force that it smashed the glass and shards pierced the chest of a woman relaxing on a bed inside. Thankfully she was OK (the bird not so much) and we learned a salutary lesson about checking the safety characteristics of glass

There were many, many more episodes that left us dizzily relieved that the worst didn’t happen. But we did learn to prepare for it - because the incidents themselves take an emotional toll but the financial repercussions can be a killer. Through all of those years on a country property, the one piece of equipment that proved absolutely invaluable was a utility vehicle.

Kate Jackson, Editor, AccomNews editor@accomnews.co.nz

installed years before we bought the property. Then there was the day our gardener staggered into the front office, ghost-white, proffering a bloodied pinkie barely still attached. Hedge trimmers, it turns out,

Our cleaners loved it with a passion, and it was constantly employed as a slasher puller, log carrier, bin transporter and a speedy maintenance vehicle during the vital four-hour window between check-out and check-in.

Whether you run a multimillion-dollar accommodation property or six little holiday cottages, our feature on page 43 provides a guide to the latest models, accessories and finance options on these fantastic vehicles. And finally, ‘tis the season to binge watch Netflix. The epic rise of streaming video-on-demand services in homes across Aotearoa means guests expect accom to offer the same kind of media choices. For your viewing pleasure, our summer edition contains in-depth analysis of what the trend means for operators and how to embrace it. You’re welcome!

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FRONT DESK

The secret to true manaakitanga There’s Instagram, and then there’s reality, and that is particularly true in the case of travel. We’ve all seen the placid and peaceful pictures of ‘the Wanaka tree’. That’s Instagram. Take a step back out of the frame, and you’ll find a row of tourists with tripods ready to take that ‘peaceful’ photo of an Instagram-worthy landmark. That is reality. It is the current reality of global tourism today. The popularity and subsequent oversubscription of top tourism sites eventually devalues the experience itself. It is a global phenomenon that is now being dubbed ‘overtourism’. In several key European cities, such as Amsterdam, Venice and Reykjavik, overtourism has already reached boiling point. In these cities, peer-to-peer accommodation providers such as Airbnb have vastly inflated the area’s overnight inventory, almost overnight, before the rest of the city’s infrastructure is ready for it. If New Zealand mismanages the dispersion of visitors, in the way that other countries have,

06 AccomNews

or other activities. This in turn, significantly impacts local businesses. This style of growth management can eventually lead to resentment among tourists, and over time, has a negative impact on their sentiment towards the destination.

Julie White, Chief operating officer, Hospitality New Zealand

the problem of overtourism will come to our shores too. We need to look at sustainable ways of managing our tourism growth. Already, over two thirds of our international visitors never move beyond Auckland, Wellington, Christchurch and Queenstown. To combat oversaturation on the Great Walks, the Department of Conservation recently kicked off a sevenmonth trial in October whereby international tourists pay twice as much as domestic tourists to stay on the Great Walks. The feedback already from local hospitality business owners is that international tourists that go ahead with their plans to do a Great Walk, despite the price hike, now have very little spending power elsewhere, for example on eating out

In Reykjavik and Madrid, the government have begun to address the issue of over saturation of overnight guests with tight restrictions on Airbnb’s potential inventory in the area. In Iceland, for example, individual Airbnb properties are now allowed to operate for a maximum of 90 days each year. While individual councils in New Zealand have begun to look at regulating Airbnb, we need tighter restrictions throughout the country in order to proactively prevent a crisis like these European cities now face. We pride ourselves in this country on our warm, welcoming hospitality, our manaakitanga. While we work on regulating peer-to-peer accommodation, better airline connectivity to the regions, and better regional infrastructure to cope with guests and seasonal workers, we should use that sense of manaakitanga to share out the spending power of our guests, by directing them to and facilitating their visits to

INDUSTRY

small, independent businesses and lesser known experiences. The advantage commercial accommodation providers have over an empty apartment rented on Airbnb is our presence and our local knowledge - our people and our manaakitanga. Whether you are a hotel with a concierge or a small independent motelier, your knowledge and connections within the local area can help you to create unique and authentic experiences for your guests. It will help ease the burden on the same places that receive all the visitor numbers. It will put money into local hands. And ultimately, it will create a more enjoyable experience for the tourist. Facilitate getting guests out - beyond the lobby, further in to the reaches of the regions, where their tourism dollars can benefit small local country pubs, or an independent, boutique winery. Help them navigate their way away from the ‘tourist traps’, introduce them to hidden treasures, authentic experiences and deliver unexpected moments of joy. True manaakitanga will create lifetime loyal travellers, spread economic benefit and provide greater sustainability.

Summer 2019 - Issue 43

From chasing growth to managing growth The end of 2018 brought excellent news for the tourism industry – we are delivering an annual injection into the New Zealand economy of $39.1 billion, according to the latest Tourism Satellite Account figures. This is a 44 percent increase in the past five years and means we are well on our way to reaching our 2025 goal of being a $41 billion industry. However the consequences of this growth are obvious, and TIA continues to advocate for greater investment to support and manage it. In 2016 TIA engaged Deloitte to undertake a national tourism infrastructure assessment. This highlighted historic under-investment in ‘local and mixed use’ infrastructure - which is used by locals and visitors alike and is generally provided by local councils. It also recognised that many councils are cash-strapped and need a helping hand. The previous government responded to our report with the $100 million Tourism Infrastructure Fund that councils can access to improve significant infrastructure and management of camping systems. Under the current government, the Provincial Growth Fund is supporting numerous regional tourism projects and already seeing results by encouraging visitor dispersal. However, many councils are still looking for funding that comes directly to them. There is a seemingly never-

regional funding model that is fair and equitable and in the best interests of the tourism industry. The Productivity Commission is conducting a broad inquiry into local government funding with the final report due in November 2019 and we will take the opportunity to assist in finding solutions.

Chris Roberts, Chief Executive Officer, Tourism Industry Aotearoa

ending flow of ideas for new local taxes and levies. The worst example actually implemented has been the targeted rate on accommodation providers in Auckland. Recently the council has tried to extend it to peer-topeer accommodation (Airbnb and others) but has struggled to identify who should pay - as we had warned.

The new International Visitor and Conservation Levy will provide the Government with around $80 million a year when it is introduced in the second part of 2019, and TIA has been vocal about making sure that the money is used on visitor services that will benefit the visitors who pay it.

to sustainability, and there are many initiatives which will be showing results in the New Year; including the update of the Tourism 2025 Growth Framework, and meeting our goal of having 1000 tourism operators signed up to the Tourism Sustainability Commitment. There are proposed changes to the immigration work visa process, which should

Looking forward to 2019, TIA and the wider tourism industry will be maturing our commitment

make it easier for industries and regions to get the workers they need. This includes a regional approach to identifying skill shortages, which was identified as needed in TIA’s People and Skills 2025 report. We know how important access to the right staff is for the accommodation sector and we will be making a detailed submission on the proposed changes. All in all, the outlook for 2019 looks strong, and we look forward to the opportunities and challenges that a new year will bring.

TIA recognises that peer-to-peer accommodation offers additional choice to consumers and that it fills an important need, especially over peak periods. However, there needs to be appropriate management of this sector, with requirements that provide for fairness, quality and provision of a safe and compelling visitor experience. The TIA board has decided a more active role is required in the discussion on regional funding models. A board sub-committee is working with management to identify a new

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Summer 2019 - Issue 43

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CREATE • INSPIRE • ADMIRE AccomNews

Summer â&#x20AC;&#x201C; bring it on!

Summer for holiday parks is, not surprisingly, our busiest time of the year. Thousands of Kiwi families pack up and make their annual pilgrimage to their favourite holiday park. In January 2018 over 1.6 million guest nights were spent in holiday parks with 1.2 million of these being domestic visitors. What this does emphasise is that our number one challenge is still seasonality, with occupancy for holiday parks sitting at 21 percent for a 12-month period. We are improving our occupancy outside of the peak summer months with consistent growth in guest nights over the past year. In the year ended October, holiday park guest nights reached 8.3 million at a growth rate of 5.8 percent. Over the same period hotel guest nights grew at 3.9 percent and motels at 0.8 percent.

08 AccomNews

dispersal is also of benefit to our sector.

Fergus Brown , Chief Executive, Holiday Parks New Zealand

This growth can be attributed to the increase in international visitors and the development of a wider range of accommodation options in parks along with facilities such as heated pools. Our guests are predominantly leisure visitors and our member parks are very aware of the need to continuously develop and improve their product offering to meet or exceed their expectations. The concentration on regional

We have parks located throughout the country from Pukenui in Northland to Riverton in Southland. These parks welcome many international visitors travelling in motorhomes and in rental cars. Campervan and motorhome travellers are a core part of our business and we provide 31,000 powered sites for visitor along with quality communal facilities. We offer low cost camping options for both international and domestic visitors and we have the capacity throughout the year to meet increased demand. An urban myth which we hear on a regular basis is that holiday parks are being sold off and the number of parks is decreasing. This is not the case, with the number of parks being reasonably stable at 410. We are seeing new holiday parks being developed with Camp Glenorchy, Ross Beach TOP 10

INDUSTRY

and Hokitika Kiwi Holiday Park all opening in the past year and there are a number of other developments underway. Many of our parks are located on reserve land leased from local councils. These parks will stay as holiday parks and they are an excellent example of a public private partnership where the council minimises its financial risk and the private sector invests their funds to develop the business. This removes the financial burden from rate payers and provides the local community with a quality asset. Our parks are taking on board the need to address sustainability, with over 80 of our members signed up to the Tourism Sustainability Commitment. We have been privileged to work with THL on a project to introduce EV motorhomes and charging facilities at selected parks. We are installing 54 AC chargers in 24 holiday parks in both the North and South Island. This is putting our parks ahead of the curve and preparing our sector to meet future demand. Like others in the tourism industry we are experiencing issues in finding people to work in our businesses. This is not an issue which is limited to one or two areas, it is now widespread across the country. We are working with TIA on their Careers in Tourism project and believe that this initiative will be of real benefit in what is an increasingly competitive.

Summer 2019 - Issue 43

Wishes for the summer holidays With the announcement recently of the Tiaki Care for New Zealand campaign, my thoughts turn to the things on my wish list to make this a wonderful summer not only for our tourists but for all New Zealanders. I would like to see all our travellers and accommodation providers;

Care for our environment: “Be a tidy Kiwi” is a motto that many of us of a certain generation grew up with and it is commendable, if actually unbelievable that there is a need, that the Government has recognised that our travellers do need to be educated on the requirement to care for our environment when travelling in New Zealand. This is especially relevant if they are freedom camping. We have all heard the horror stories of the abuse of our beautiful country that this group are responsible for, but caring for our environment is a responsibility for all our guests and those who provide accommodation. Do share your stories and anecdotes of how proud we are of our beautiful country and how we see it is as important to care for it.

Drive safely: Unfortunately, in New Zealand the number of accidents over the holiday period escalates. Often the accidents that our foreign tourists are involved in draw much more attention than those of our New Zealand drivers. Tools to help our visitors keep safe whilst driving have also been initiated and there is now a great deal of information for drivers http:// www.drivesafe.org.NZ As we celebrate, we should also be aware of how our behaviour Summer 2019 - Issue 43

My grandchildren have been helping keep New Zealand beautiful

Rayma Jenkins, President, Bed & Breakfast Association New Zealand

and especially our driving is affected by alcohol and drugs. Be mindful of this and make alternative arrangements to avoid getting behind the steering wheel. Be responsible hosts and take care of your guests. Encourage them to walk and/or use public transport if they are wishing to take advantage of our wonderful alcohol products.

Be considerate to each other: New Zealand is not a densely populated country. We, in the main, are not used to crowds but while on holiday in favourite spots it is inevitable that there will be more people. Queuing, waiting patiently, speaking at an appropriate level, moving quietly about accommodation when others are likely to be sleeping, and being tolerant of inexperienced or pressured hospitality staff are some of the things we can practice to make the summer holiday experience a pleasurable one.

Fair trading: “Make hay while the sun shines” is a catch phrase applied to tourism and providing services to our visitors. Most operators do need to earn their livelihoods during a few very busy months and if there is extra demand it is legitimate to ask for more recompense.

Be responsible hosts and take care of your guests. Encourage them to walk and/or use public transport if they are wishing to take advantage of our wonderful alcohol products. Whilst this is an element of good business it is not if the cost is unjustifiable and the traveller does not feel they got value for money. They feel fleeced and bitter. The cost of travelling in New Zealand is more expensive than in many of the home countries of our guests and it is expensive to host guests and provide the infrastructure to make their experience a happy one BUT in the search for the tourist dollar, do not demand recompense beyond what you offer.

Keep safe: Driving safely is one element of this but being aware and proactive about the consequences of actions whether it be in the sea, on the road or foot path, cycleway or swimming pool, kitchen or garden those hazards are everywhere. Have you considered them all and mitigated the risk to you and your guests? If you are in accommodation have you an emergency plan and evacuation notice? Do your guests know what to do in an earthquake or emergency situation and do

INDUSTRY

they know 111? A guest knowing 111 avoided a major fire incident at our neighbours’. Waking to the smell of smoke and flickering gold and orange on the ceiling our guest was aware that in New Zealand you dial 111 for an emergency. She and her husband had seen the notice on the door of their accommodation - prior to staying with us but ours enabled them to give clear directions to the fire brigade as to where the fire was located. She then went and alerted the household and they were able to contain the fire until the brigade arrived. This guest kept our neighbours safe as she had been notified of what to do in an emergency. Of course, I do have many other things that will make my summer season a wonderful one and my wishes do reflect much that the Tiaki promise considers. My final wish is that I hope that they reflect those of all of our readers. Have a wonderful season and make it wonderful for all our travellers. AccomNews

How do you solve a problem like Airbnb? By Kate Jackson, Editor

Hotel chiefs and city planners from around the world met for the first time in November to discuss how to regulate Airbnb-style platforms. Representatives from Australia, the US, Canada, France, Spain, the UK, Ireland, Italy, Denmark, Japan, Colombia, Ecuador and Argentina met in New York to discuss strategies for dealing with Airbnb-style lets moving forward. The home-share giant and its imitators have been blamed by numerous jurisdictions across the globe for exacerbating housing shortages, damaging communities by squeezing out long-term tenants and contributing to anti-social guest behaviour through badlyregulated bookings. Industry players claim the lack of a level playing field for unregulated short-lets and traditional providers is disadvantaging the accommodation sector, even as a growing number of hotels choose to list with Airbnb. Airbnb, meanwhile, argues city authorities are too often in thrall

10 AccomNews

to the powerful hotel lobby and encourages its hosts to protest legislative proposals it deems unfair or onerous. Vijay Dandapani, conference organiser and CEO of the Hotel Association of New York City, said there was “a commonality of negative outcomes” around the world caused by the proliferation of short-term lets. “Short-term rental platforms

treat these as isolated events, particular to that city, but that is not the case,” he told BuzzFeed News. “What happens in Perth is almost identical to what we face here in New York City.” Dandapani argues because the challenges are similar around the world, a collective response is needed.

MANAGEMENT

“We’re a fragmented industry versus the platforms. There are maybe just three to four of them and they have a global unified strategy,” he said. Sergi Mari, manager of tourism, commerce, and markets for the Barcelona City Council, said while regulation ultimately falls to local authorities, exchanging experiences to better understand the global picture is important. Summer 2019 - Issue 43

New York City Council speaker Corey Johnson told BuzzFeed News, “Twenty-first-century problems require complex solutions, and global issues require global dialogue. “Lots of cities around the world are trying to figure out how to deal with short-term rentals, and I think it’s important to have an international exchange of ideas as we try to deal with this issue thoughtfully.” Different authorities around the world have reacted to Airbnbstyle platforms with widely varying levels of stringency. The City of New York is acknowledged as one of the toughest and is currently embroiled in a legal battle with Airbnb and Homeaway over a law demanding the short-let platforms reveal the personal details of hosts for accountability purposes. Auckland, meanwhile, has been heavily criticised both for its inability to find Airbnb operators and subject them to the same bed tax as other city accom providers, and for the level of rates it demands from those short-stay hosts it can pin down. According to Buzzfeed, Airbnb

public policy spokesperson Josh Meltzer is keen to discuss a solution moving forward. “After years of fighting, the reality is that we both remain in this same position, with the big hotels on one side and our host community on the other... For our part, we are more than willing to come to the table,” he said. But it is the shrinking of affordable housing stocks

through the advent of commercial Airbnb that is most troubling according to David Wachsmuth, a professor at Canada’s McGill University. He said: “There’s empirical evidence that the more Airbnbs you have, the higher rents and housing prices get. It’s easy to understand on a simple, logical level - you reduce supply, but you don’t change demand for housing - and that intuition is correct.”

A 2018 paper by economists Kyle Barron, Edward Kung and Davide Proserpio challenges that assumption, according to Bloomberg columnist Noah Smith. Smith argues the research shows the impact of Airbnb on New York rents to be very small, with a one percent increase in Airbnb listings across the city found to have raised rents by 0.018 percent.

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Summer 2019 - Issue 43

MANAGEMENT

AccomNews

Leader’s Forum Our 2019 Leader’s Forum gives voice to some of the industry’s major players across ﬁelds ranging from amenities to technology systems, talking about what the year holds for accommodation and what they foresee for the sector moving forward. We hope you enjoy the insights and predictions of accom’s movers and shakers. These are the people shaping aspects of our industry that aﬀect providers every day…

120 years strong - and getting stronger 2019 promises to be an exciting year for us all at AH Beard. This year will mark 120 years of operation for us and to mark that milestone, we are planning a whole range of opportunities right across the year for our customers, and their guests to be a part of our celebration. Aside from the birthday celebrations, the outlook for the year is a positive one. The number of new hotel developments continues to be strong, stimulating plenty of refurbishment and new approaches to design and functionality in existing properties. With no sign of this abating, the future certainly looks positive for suppliers like us, who are able to demonstrate a history of success and reliability in the sector. The global operators looking to expand their presence in our market, bringing fresh new brands and guests, will continue to drive excitement and hopefully open the Australasian market to further growth as we grow our appeal to those

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One thing that we certainly see continuing is the growing awareness of the difference a good bed makes to the guest experience Peter Deveny, Group Commercial Manager, A.H.Beard

international guests who, more than ever, are demanding higher standards and better product to justify them spending their valuable tourist dollars here. Just as hotel and resort operators and owners face challenges to retain guests, and attract new ones, due to the prominence of OTAs and other disruptors to the market, the pressure is certainly on suppliers to the industry. As a leading supplier to the hospitality market across our region, the challenges posed by the consolidation and merging of some of the biggest hotel groups in the region, and globally, are something that we are very conscious of. The

consolidation of these groups will no doubt drive consolidation of suppliers and other providers to the market, with the obvious pressure on cost, but more importantly value. One thing that we certainly see continuing is the growing awareness of the difference a good bed makes to the guest experience and the all-important feedback on social media and other review platforms. Savvy operators are now very conscious of the cost of a decision made purely on cost. One thing I am really excited to watch develop over the coming year is our ability to offer properties an innovative way to purchase their beds. This is based around leasing, rather than purchasing them outright up front, vastly reducing

MANAGEMENT

the initial capital outlay and giving operators the ability to instantly improve the appeal of their rooms, and subsequently improve their room rates. The finance facility is provided by one of the world’s largest financiers, who provide this type of model to some of the world’s leading businesses and the approval process is relatively simple and quick. It also means that the difference between purchasing a relatively basic model and one that offers far more comfort, performance and technology is literally a few cents a day! You’ll be seeing more about this from us over the coming months, but the facility is available immediately, so ask any of our sales team for more information. Summer 2019 - Issue 43

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> 2019 LEADER’S FORUM (CONT.)

The five biggest trends in hotel design for 2019 1: Individuality

Individuality of space and brand differentiation will continue to develop in 2019 as hotels refine their target markets. Hotels are increasingly establishing their own unique personality in order to be able to offer guests a unique experience. This will apply as much to large, multinational brands as it does to smaller operators. The ever-expanding tourism market means hotel businesses can hone their target specific demographics more than ever before.

2: Flexibility We’ve noticed that hotel design is responding to change faster and as a result even larger operators, who traditionally have had very established brand standards, are now allowing much more flexibility. This means designers can challenge some of the more ingrained practices and introduce new ideas that better suit a certain space or location. We are currently working on a five-star product that has foregone the usual requirement to have a bath in the bathroom to allow more natural light into the room and to be able to provide a better shower experience.

Vee Kessner, Director, Space Studio

4: Narrative Simply creating a beautiful room is not enough anymore - there needs to be a deeper connection for guests and this is increasingly being done through a design narrative executed throughout the design. In the past you might have seen black and white photos of the city on the wall - that has now developed into a much deeper story which is often not executed literally. It needs to have some thought and creativity behind it. As an example, when we began work on SO/ Auckland five years ago, we based the narrative on the volcanic field that Auckland finds itself on. This had a major influence on our design

We are increasingly asked to provide design elements that create moments that are ‘grammable’. These may be beautiful, crazy, quirky or fun spaces...”

narrative with each room having one of three different volcano-related themes. We were also influenced by the building’s history as the Reserve Bank with the use of different metals throughout the building.

5: Wellness One of the biggest trends that will continue into 2019 is ‘wellness’ – a theme which now extends well beyond simply providing a yoga mat in the

3: Social Media As hotels market to avoid a reliance on third party booking apps, the importance of social media posts either visual such as Instagram or feedback driven such as TripAdvisor has increased markedly. Guests are increasingly producing instant feedback on their hotel experience which presents both opportunities and challenges. We are increasingly asked to provide design elements that create moments that are ‘grammable’. Depending on the brand these may be beautiful, crazy, quirky or fun spaces, depending on the hotel brand’s intent, where guests can take unique photos.

14 AccomNews

Simply creating a beautiful room is not enough anymore - there needs to be a deeper connection for guests and this is increasingly being done through a design narrative executed throughout the design.”

MANAGEMENT

room or gym at the end of the hall. Hotel operators now want to be able to provide moments in the hotel where guests can interact - in other words social interaction and the ability to engage beyond the walls of the hotel is now seen as part of the wellness piece. This might take the form of providing a bar that’s desirable and accessible to the general public and so becomes a space where hotel guests can interact with the local community or having a concierge who offers training or walking tours around the city. Guest information might include a list of the local haunts and how to get there. The intent being to connect and extent the guest experience not just physically but also emotionally and intellectually. We’re also seeing a shift for business people to want to work in communal spaces rather than alone in their rooms. It’s a much healthier way to work but it does mean providing appropriate technology and ability for connection but privacy while still being in a public area of the hotel. ‘From meeting to martini’ encapsulates this idea of creating spaces that can transform from a meeting room to a more casual, interactive social space. Summer 2019 - Issue 43

Inspired design delivered

www.spacestudio.co.nz admin@spacestudio.co.nz

> 2019 LEADER’S FORUM (CONT.)

New Zealand as a country typically follows global trends…

Will we keep up in 2019? International trade and global enterprises are driving demand for not only sustainable products but sustainable business practise as well. Sustainability is no longer just about being able to provide eco-friendly product choices but now incorporates the supply chain processes, social responsibility, ethical trade and sustainable practises. If we (as an industry) are behind on this, we will be missing out. One great part is, now we have so many parts within the ‘sustainable’ topic, we can make informed decisions to help the cause, ie Do our suppliers (mine and yours) have sustainable business models or are they focused on pushing their product? Are they taking care of their supply chain and the people around them or is it all take and no give? Are they doing anything for the greater good of the country we live in and the industry we’re part of? I believe that these are questions you and I should be asking ourselves! Take the Tiaki program for example; this puts the emphasis on our guests to take care of

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What are you and I going to do to capture these global trends and keep New Zealand ahead of the pack?

Luke Brodie, General Manager, Vendella

their surroundings while touring our country which “protects the country for future generations”. This means we’re protecting our industry in a sustainable manner. Let’s go back a step to our overseas supply chains. BCI (Better Cotton Initiative) exists to make global cotton production better for the people who produce it, better for the environment it grows in and better for the sector’s future, by developing Better Cotton as a sustainable mainstream commodity. Think about it, if cotton and the supply of it wasn’t sustainable, where would this leave our guests? So as a trend, we calculate that 2019 will see a continued rise in a commitment to sustainable practises. Everyone from the

manufacturer to the guest will be prepared to pay a little more for products and services that make a positive impact on the planet and the communities around us. Co-joined to this are several factors; ecotourism continues to trend as a growing market and hotel brand standards have evolved significantly with a new focus on sustainability, including certification and documentation of sustainable supply chain practices. The second trend we see is the ever-increasing power of social media. You might say “well nothing surprising here”, but it is coupled with a falling respect for ‘official’ opinions. Social media will increasingly dominate key travel decisions throughout the world, not only

MANAGEMENT

as to where is best to stay, but which country to travel to. With the highest ever engagement rates across all social platforms, it’s no wonder we’re seeing users viewing traveller ratings and reviews as honest opinions over against governing bodies like they might’ve ten years ago. Being viewed positively is crucial, but so is providing something for our guests to share. It will pay large dividends! So as Kiwis, we like to put our own spin on things. Being a young and open-minded country, we are very capable of forging our own path which puts us ‘front and centre’ on the world scene. What are you and I going to do to capture these global trends and keep New Zealand ahead of the pack?

Summer 2019 - Issue 43

2019 all about balance 2018 saw the tipping point for our industry with regards to single use plastics, and the change from now on will be rapid. 2019 is all about balance. We need tourism to be more sustainable. But we also need to ensure we continue to delight and surprise guests and ensure a positive guest experience from every interaction. Existing innovations like the Goodie Bag (where guests are encouraged to take their partially used hair and body care products home, finish using them and then recycle them at home) are a great start, and while 2019 will see further development of dispenser options, we will be launching a paper-based single use system that will influence the whole

Summer 2019 - Issue 43

Jimi Kennedy-Grant, General Manager Sales and Marketing, Healthpak

paradigm. Years in development, this new packaging material is completely revolutionary. We will be launching in April, so keep an eye out for this. Little changes can have a big impact too. We have changed all our cotton buds to be made from a compressed cotton shaft (no more plastic shafts for our customers). Taking its inspiration from the

Locally-manufactured products containing local botanical extracts are the fastest growing trend in guest hair and body care products.” farm to table movement, ‘local’ guest hair and body care is now seeing huge growth as guests WANT an authentic connection to their environment. Locallymanufactured products containing local botanical extracts are the fastest growing trend in guest hair and body care products.

wish list for guests and offer cost

Organic and Fairtrade ingredients are also high on the

friendly guest hair and body care

MANAGEMENT

effective additions to product formulations. By the end of 2019, I’m confident that your guests will be delighted with the innovations and evolutions in packaging and contents and we will be manufacturing some of the most environmentallyproducts in the world.

AccomNews

> 2019 LEADERâ&#x20AC;&#x2122;S FORUM (CONT.)

Exciting times ahead but infrastructure must keep up We are fortunate tourism continues to be growing on a worldwide scale and we will see that growth continue throughout the Pacific region. As a result, not surprisingly all state and federal governments are now focusing on the tourism sector and supporting solid investment from finance markets and hotel developers. Since 2012, we have seen new hotel supply enter most markets throughout the region and there is continued supply to come over the next two years. As a result of a buoyant market and new supply there is no doubt that market performance of operators is very important, and in terms of demand we are seeing strong growth throughout the Pacific region. Leisure markets are continuing to grow both internationally and domestically, and it is important to note that a strong Australian and New Zealand traveller throughout the region continues to underpin so much of the success and performance of hotels. The conferencing and events markets continues to perform well as companies continually energise, engage and reshape their workforces; and the international markets of New Zealand, China, India and South East Asia continue to contribute strongly to our growth, which is underpinned by the traditional markets of the UK, Europe, USA and Japan. As our industry continues to innovate and improve its digital capabilities, major competitors, disruptors and tech innovators are not

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Simon McGrath, Chief Operating Officer, AccorHotels Pacific

viewed as a threat in our industry but simply reinforce how much of a remarkable sector tourism is to our overall economy. Globally the travel and tourism industry has witness exponential growth and sits within the top three competitive industries for Google AdWords; while it is estimated to be worth as much as $100 billion for the online giant. While we have seen growth in the aviation sector supporting the hotel industry over the past five years, we caution governments, tourism bodies and airport corporations to respect and continue to support investment in airports and new inbound and domestic air routes. As the number one stimulator for tourism, airlines have a myriad of worldwide destinations they can choose to fly to, so we

We are in a region with strong industry fundamentals long term, and AccorHotels is excited by the new developments, brands and investment in the industry from both the government and private sector. must not become complacent, we must make it both easy and profitable for airlines to do business in Australia and the Pacific. A strong, healthy and growing distribution system is the ticket to play, and works in tandem with third party suppliers to hotels. All forms of distribution are reshaping themselves to be cost efficient and deliver strong business to hotels. AccorHotels has strongly focused on loyalty to provide it with an ability to capture customers and market direct to the hotel and thus control the business; this continues to grow at rapid pace, as one would expect. We are in a region with strong industry fundamentals

long term, and AccorHotels is excited by the new developments, brands and investment in the industry from both the government and private sector. We have a very strong performance culture fuelled by a large and engaging distribution and loyalty platform, all of which is protected by an obsession around customer service and an extraordinary team throughout our business. We are proud to play our role in the industry and we continue to ensure that not only AccorHotels succeeds but also everyone within the industry has the opportunity to prosper in a very coordinated and cohesive sector.

A strong, healthy and growing distribution system is the ticket to play, and works in tandem with third party suppliers to hotels.â&#x20AC;?

MANAGEMENT

Summer 2019 - Issue 43

WHAT’S HOT PUT AN END TO LUMPS AND BUMPS IN THE NIGHT Replace your lumpy, cumbersome split king or super king mattresses with a new Ezi Join from King Koil Commercial. Benefits Include: Enhanced guest comfort – minimises the prominence of the join • Closest feel to a true king and super king mattress • Easy for housekeeping • No additional parts or accessories that can get lost. A.H.Beard P. 0800 242 327 W. www.ahbeardcommercial.com E. marissas@ahbeard.com

ELECTROLUX SpeeDelight Discover your new productivity and savings with SpeeDelight. Enhance your menu especially around room service and deliver fantastic food options cooked perfectly every time and so easy to use. Chef worthy snacks thanks to the combination of 3 cooking technologies SpeeDelight produces food crispy on the outside and perfectly cooked on the inside. C. Harvey Norman Commercial P. 0800 222 699 W. www.harveynormancommercial.co.nz E. commercial@nz.harveynorman.com

A GOODIE BAG FULL OF BENEFITS

Currently you have to pay to have all your left over guest hair and body care products sent to land fill, which seems like a prett y big waste to us. So we invented the Goodie Bag. This little bag (made from recycled paper) is designed to encourage guests to take home their partially used amenities and finish them at home and then pop them in their recycling.

The Goodie Bag has a number of benefits: It’s good for the environment by encouraging recycling, it’s good for your marketing as they will continue to think of their stay with you every time they use the product at home. It’s good for your environmental reporting as you will be significantly reducing room waste going into land fill. Encouraging guests who genuinely want to do the right thing by reducing waste and recycling not only paints you in a good light, but has some genuine benefits for the hotel as well.

SAFETY COMPLIANT BUNK SETS When planning your next upgrade, you can be assured of fully complaint and safety standard approved bunks & beds, when sourcing though Haven Commercial. The range of fully tested and AS/NZS safety standard compliant bunk sets, in steel or timber, provides you with assurance of meeting the safety specifications, and reducing your facility’s exposure, under the Health & Safety Act 2015. In addition to the extensive range of bunks & beds, check out Haven’s range of storage and mobile bedding options.

C. Healthpak P. 09 579 6268 E. info@healthpak.co.nz W. www.healthpak.co.nz Summer 2019 - Issue 43

C. Haven Distributing Co. Ltd P. 09 213 3024 W. www.havennz.com E. sales@havennz.com WHAT’S HOT

AccomNews

mi-pad Queenstown:

Different & making a difference

By Mandy Clarke, Industry Reporter

New Zealand’s first “smart” hotel, mi-pad Queenstown, is now open and offers guests flawless technology with a traditional friendly human touch. Unique to this accommodation market, the hotel presents affordable luxury delivered by latest technologies. It’s also energy conscious and environmentally aware. The six-storey, 57-room hotel prioritises technology, giving guests control of their own experience via the “mia” smartphone app. This advance allows 24/7 access to the hotel and the room as well as interacting with a digital social wall in the lobby and in a private chat group where messages, images or experiences can be shared with fellow guests. The innovative mi-pad Queenstown is the result of 15 years of industry research; a joint venture between Queenstown property developer Lewis Gdanitz and hotel development firm TJK NZ Ltd.

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who told us: “This is a nextgeneration hotel designed around the world we live in and how we live.”

How it works... Before or after booking, guests download the mia app. This allows them to book, check in and out, adjust their room temperature and lighting, make sure they are not disturbed, or ask for room service while enjoying full access to the hotel and its friendly staff.

Stephen Borcoskie

The $15 million property was designed by John Blair and is scenically situated close to Queenstown’s main street and nearby Lake Wakatipu. Aside from having seriously cool technology, the rooms also offer sumptuous comfort from the queen bed and beautiful furnishings to the organic bathroom products. Food and beverage options are available, plus a cosy rooftop terrace lounge complete with fireplace and seating where guests can relax and enjoy the panoramic views of the lake and mountain range. Accomnews was fortunate to be able to catch up with TJK NZ CEO Stephen Borcoskie,

Stephen explained: “We wanted the heating and lighting controls on the app to have an instantaneous effect in room and ensure the keyless room access was seamless and 100 percent secure.”

How did the idea for mi-pad evolve?

access to the internet to issues with TV and video options; from bad lighting and uncomfortable room temperatures to uncomfortable beds. And finally, the queuing scrum when checking out at the end of the stay. “We looked at all of these issues (and more) and decided to design a new hotel experience that addressed those issues from the ground up. A hotel that allows guests to customise the environment during their stay!”

Tell us about the team “Our ‘mi-crew’ are a team of friendly local and international, skilled professionals.

“When setting out to create mi-pad, we began by finding out what many confident travellers disliked about their hotel experiences.

They are knowledgeable about the local Queenstown offerings and always eager to offer suggestions, advice and point our guests in the right direction.

From queues at check in, to problems checking in outside of usual hours; from misplacing or forgetting to return hotel room keys to restrictions on after-hours access; from poor

Although we are a smart hotel, and check-in and check-outs can be done without the assistance of staff, our ‘mi-crew’ is on hand 24/7 to help with any questions or reservations.”

PROFILES

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Tell us about micrew’s motivations “We’re driven by delivering a great guest experience, sharing our own experiences and by being a part of something truly innovative and smart. Building a great team is paramount and this includes succession planning in a very transient industry. We have blended music, photography and fashion into the hotel environment and introduced eco and sustainability elements which our whole team is proud of.”

What has been the biggest achievement? “Building and launching an efficient hotel building with the latest tech, smart building systems, sustainable features and integrating all this with our own hotel app, mia. It’s been incredible watching mi-pad transform from a concept to a reality and we’re excited to see the continued development of the hotel and app.”

we’re finding is that people of all ages and interests are choosing mi-pad for all these reasons including our location, incredible BYO-friendly social areas and sustainable practices.”

How has mi-pad been received? “In the first five months of trading the property has been incredibly well received, in particular by the ski market, winter pride community, sports community and independent travellers with location and convenience being top of mind. There is some element of national pride from being the first smart hotel in New Zealand and many guests love being a part of something newgeneration and eco-friendly. In many aspects, it’s not about what mi-pad does, it’s more about what mi-pad does not do; everything you need and nothing you don’t.” ■

What lessons have you learnt? “Every day we’re learning something new. One aspect that we are monitoring is the profile of our guests coming through the door. Initial concept was that we would pitch for the “urban traveller”, however we decided early on that we did not have the population to be urban, and turned up traveller to be adventurer, to align with the Queenstown story. “Then we thought about what an adventure meant to various people, e.g. shopping, wineries, tramping, exploring. We took a long step back and thought about the tech savvy, young and young at heart, to attract more of an attitude than a demographic. What Summer 2019 - Issue 43

PROFILES

AccomNews

Suncourt Hotel and Conference Centre: Owners happy with SKY Guest Select... By Mandy Clarke, Industry Reporter

Family-owned Suncourt Hotel and Conference Centre recently installed SKY Guest Select, responding to a high number of requests from their guests. This change dovetailed with their guest room refurbishment plans, and the whole project supported their Qualmark registration. Located on the lakeside centre of the Taupo township with views of Lake Taupo and the mountain group (Ruapehu, Tongariro and Ngauruhoe), the 52 rooms offer an array of accommodation options to suit all guests. Most of the studio, one, two and three-bedroom units capture magnificent views. Hotel manager Chrissy Simmen told us: “In summer our guests can cool down in our refreshing outdoor pool or in

22 AccomNews

winter, warm up in the heated outdoor plunge pool. Guests can unwind with a relaxing drink on The Terrace at Lake Bistro, our onsite restaurant and bar. Or they can explore the locale, with boutique shopping and the Taupo nightlife only a short leisurely stroll away, plus many Taupo attractions and activities including the hot thermal pools of Huka

Falls and four wonderful golf courses only a short drive away. “We also have five conference rooms available, catering for small groups of 12 to larger groups of up to 250. We are popular all year round and cater to discerning leisure guests, multi-sport and ski clientele, family groups, as well as our conference and incentive business guests. We cater

PROFILES

for all conference types; our facilities are well set up for weddings and special events, with three of our rooms opening onto private courtyards, with our bistro restaurant opening onto a large sunny terrace.” As a family-owned business, this property’s obvious point of difference is having a strong connection to the local and

Summer 2019 - Issue 43

wider community. Chrissy explained: “Having been involved in tourism for 50 years and as hoteliers for the past 20 years, we have operated with a strong owner ‘hands-on’ style for the last three years, supporting our department managers and focusing on improving and upgrading our rooms and facilities, taking back direct control.

it for granted that hotels will have a multitude of channels to choose from, SKY Guest Select served that requirement for this accommodation.

“We have made sweeping changes and are committed to a serious upgrade schedule. We now have our sights set on being number one, by using our experience, supporting our department managers and trade professionals to deliver an exceptional product and service, and delivering outstanding service and accommodation to our guests.”

Are they happy with the change? Chrissy reported: “We are very happy with the finished product. It has certainly assisted in improving our hotel offerings to our guests. The installation process was carried out by a local installer, Taupo Aerial, who had done work previously at the hotel and the whole installation went very smoothly.” ■

With most guests now taking

“Our return guests, especially corporate, certainly appreciate the initiative of Suncourt Hotel to have SKY Guest Select installed” Chrissy said.

BEST WISHES The SKY Business crew extend best wishes to Chrissy and the team at Suncourt Hotel & Conference Centre Taupo. We look forward to working alongside them to bring their discerning guests the best in TV entertainment.

Call us today on 0800 759 333 or visit guestselect.co.nz to find out how SKY Business can work for your property. ACCO Y•

ION•I AT

O MM D

DUSTR N

2018 MEMBER

Summer 2019 - Issue 43

PROFILES

AccomNews

Sebel Auckland Manukau

welcomes guests By Mandy Clarke, Industry Reporter

area, so are tailor-made for selfsufficiency. The stunning and intimate hotel restaurant sources the best available local produce and serves contemporary European bistro-style dishes.

Auckland’s newest upscale hotel, Sebel Auckland Manukau, is open and offering guests the perfect mix of independent space and exceptional service. This stylish 152-room, 4.5star accommodation was developed and is managed by Rayland Enterprises under the AccorHotels brand and doubles the brand’s presence in the downtown harbourside precinct. The Sebel Manukau is the biggest commercial accommodation provider in Auckland’s southeastern quadrant and is forecast to employ 55 staff across the various management, housekeeping, reception/ administration, kitchen, food and beverage, and maintenance

24 AccomNews

There is also a tastefully decorated bar, surrounded by the ambience of Ora Bistro - the ideal spot to relax with a drink and enjoy personalised, warm service from the wonderful hotel team.

sections, with that complement grown to 75 when running at full capacity. Sitting in the heart of Manukau’s bustling centre and a short drive from the airport, The Sebel Auckland Manukau has a perfect vantage point to explore the

best of the locale and offers “unforgettable experiences, a modern design and personalised service”. The hotel’s elegantly-decorated, spacious apartments offer guests privacy and comfort and contain kitchen facilities and a dining

PROFILES

General manager Rajiv Mathew says when Rayland Enterprises first considered developing a hotel in Manukau they couldn’t have predicted tourism’s dramatic growth. But they knew the central site - within easy reach of Rainbow’s End theme park, the Vodafone Events Centre, and the Vector Wero Whitewater Park was an excellent location for an apartment hotel. “We worked with Rayland on façade changes to the original Summer 2019 - Issue 43

plans and project managed construction of the six floor, 6,800 sqm building,” he said. “And when AccorHotels signed a deal to operate the hotel under The Sebel brand, we focused on creating high-quality interiors where guests could feel at home - a key feature of the brand experience.” Asked about the history of the brand, Rajiv says: “55 years ago, the first ever The Sebel was opened. I’m taking you back to 1963, when the Sebel Townhouse was opened in Australia. The hotels quickly developed a reputation for style and sophistication. It was the ‘place to be’ for the famous and infamous. “The team was trained in the art of outstanding service to our guests, being courteous and oblivious to eccentricities. This is the foundation of all the Sebels we opened after our flagship! “With this high level of service, the hotel welcomed Elton John, Michael Jackson, Bette Davis,

Summer 2019 - Issue 43

Liza Minnelli, Zsa Zsa Gabor and many more. “In 2012 it was time to introduce New Zealand to our amazing brand. AccorHotels bought Mirvac and transferred it into the first Sebels of NZ; The Sebel Quay West and The Sebel Auckland Viaduct Harbour. “We are delighted to be opening a brand-new hotel in Manukau city. This hotel is part of a rich history, and part of the other 30-plus Sebel properties in Australia and New Zealand. “Having such a rich history means that today, we understand what our guests want: A mix of independent space and exceptional service. We pride and differentiate ourselves with local knowledge.” Rajiv says The Sebel Manukau team prides itself on being authentic and genuine, qualities reflected in the very real personal connections made with guests. He says the intention is “to provide our guests with

an independent and inspiring accommodation experience in stylish and spacious surrounds; supported by exemplary, personable service that is both welcoming and knowledgeable”. So how has the property been received since its opening? Guest feedback tells the story. One reviewer praised the property saying: “The room was extremely spacious and very well appointed, right down to the Nespresso machine. It was also impeccably presented and super clean. We sampled room service and also dined at Ora Bistro for both dinner and breakfast. The room service was superb with our request arriving extremely fast, the fries were fantastic, best I’ve had in ages. We really enjoyed dinner, despite the fact I’m a troublesome vegan, there’s always gotta be one. The kitchen prepared a super yummy vegan curry, bliss! The next morning, the excellence continued with a fantastic vegan breakfast that sank me for the day! Great work and credit to the kitchen and

PROFILES

service staff for pulling out the stops and serving up something really special. Whilst finishing off with my espresso, I noticed how super-efficient but above all, friendly, the front desk staff were, professional without being too stuffy and on this note I can conclude that it’s the excellent staff across all areas that made this hotel experience an excellent and memorable one.” That theme of excellence and outstanding customer service is continued in the glowing tributes of another review on TripAdvisor. It states: “I had the opportunity to stay at The Sebel and absolutely loved the staff. They were warm, welcome and delight to chat with. Coming from overseas and staying alone I found comfort in this temporary home. My room is beautiful and clean. Restaurant serves delicious meal from breakfast buffet to lovely dinner entrees. When I come back to NZ this would be my first choice. It’s conveniently located near the train and mall.” ■

AccomNews

Channel managers lead the distribution revolution

Channel managers have revolutionised the distribution of accommodation product over the last decade, rapidly becoming a key sales and marketing tool for hotels, holiday parks and serviced apartment operators. In fact, many operators now generate most of their sales through their channel manager, which originally connected properties with online travel agents (OTAs) but have now pushed the original boundaries into global distribution systems (GDSs), bed banks, wholesalers and airlines. “The evolution of channel mangers has been dramatic and the benefits immense for operators, enabling them to seamlessly distribute their inventory,” says Peter Ferris, head of global marketing at RMS. But it wasn’t always like that. “In the old days revenue managers had manually to manage rates and inventory on 10, 20 even 30 websites, logging in separately each time,” remembers Matthias Dybing, from revenue management consultancy Revmandis.

26 AccomNews

Channel managers have also become a data hub, providing price comparison tools allowing operators to see what their competitors are doing.” “With rates it was quite easy, inventory was more difficult because it was moving all the time.” He says the process was initially laborious but manageable.

Dybing acknowledges the trend and says two-way connections between channels managers and accommodation operators are having a profound impact.

“However, as web and OTA bookings grew it became extremely time consuming, complicated by the fact that bookings would also have to be manually entered into the property management system”.

“Channel managers have also become a data hub, providing price comparison tools allowing operators to see what their competitors are doing.”

This hurdle was overcome as technology improved, and Peter Ferris says the biggest current trend is for property management systems (PMSs) to feature fullyintegrated channel managers. “It makes total sense because the PMS is effectively the engine running accommodation businesses,” he says, adding that integration means rates and inventory can be updated in seconds, not minutes.

Shannon Knapp, from SKNapp Consulting, says channel managers have become the primary distribution tool for revenue managers as the volume of sales through OTAs continues to grow. Knapp says while many properties feel the balance has now tipped too far and are focusing on strategies to boost direct booking through their website, they should never automatically assume that reservations through OTA and GDS are more expensive

MARKETING

“I don’t mean to get all Game of Thrones, but revenue managers and accommodation operators always have to remember that winter is coming,” she says. “Remember that the channels delivering today may not be the ones delivering in six months or a year’s time. For this reason, it’s very important to have a diverse content management strategy. “I think it’s more important than ever to have a forensic accounting approach to the cost of distribution. “The lazy approach to channel management is always thinking the cheapest channel is the best, because that’s not always the case. “Even with direct booking there are costs such as labour, loyalty points, if applicable, and the marketing associated with attracting that booking.” Knapp also advises that the true value of each channel is not always reflected in the average per night rate. Other factors to consider are average length of stay and ancillary spend on things such as food, beverage, movies and other services. “It’s a matter of finding the perfect balance,” she says. ■ Summer 2019 - Issue 43

‫ٹ‬Áǝƺ ƳƺˡȇǣɎǣȒȇ Ȓǔ Ǖƺȇǣɖɀ ǣɀ ɎƏǸǣȇǕ Ɏǝƺ ƬȒȅȵǼƺɴ ƏȇƳ ȅƏǸǣȇǕ ǣɎ ɀǣȅȵǼƺِ‫ٺ‬ ‫ ٭‬ǼƫƺȸɎ 0ǣȇɀɎƺǣȇ

Distribution by RMS Cloud: ȅƏǸǣȇǕ Ɏǝƺ ƬȒȅȵǼƺɴ ɀǣȅȵǼƺ

OTAs

Airlines

GDS

IBE

XȅȵȸȒɮƺ ƺǔˡƬǣƺȇƬɵ ɯǣɎǝ ȸƺƏǼ‫ٮ‬Ɏǣȅƺ ƳǣɀɎȸǣƫɖɎǣȒȇً ƬȒȇȇƺƬɎǣȇǕ ɵȒɖȸ ƫɖɀǣȇƺɀɀ ɎȒ ƏǼǼ Ɏǝƺ ɯȒȸǼƳٔɀ ȅƏǴȒȸ ƫȒȒǸǣȇǕ ƬǝƏȇȇƺǼɀً ɯǣɎǝȒɖɎ Ɏǝƺ ȇƺƺƳ ǔȒȸ Ə ɎǝǣȸƳ ȵƏȸɎɵ ƬǝƏȇȇƺǼ ȅƏȇƏǕƺȸِ Áǝƺ «x³ !ǝƏȇȇƺǼ xƏȇƏǕƺȸ ȅƏǸƺɀ ǣɎ ȵȒɀɀǣƫǼƺ ɎȒ ƏɖɎȒȅƏɎǣƬƏǼǼɵ ɖȵƳƏɎƺ ȸƏɎƺɀً ȸɖǼƺɀ ƏȇƳ ƏɮƏǣǼƏƫǣǼǣɎɵ ƏɎ Ɏǝƺ ƬǼǣƬǸ Ȓǔ Ə ȅȒɖɀƺ ǔȸȒȅ ɯǣɎǝǣȇ Ɏǝƺ ¨x³ ɀȒǔɎɯƏȸƺِ

ɖȸ ȒɎǝƺȸ ǔƺƏɎɖȸƺɀ ǣȇƬǼɖƳƺ‫ي‬ Front office Property Management System

Guest Marketing

Dynamic Pricing

Point of sale for restaurants

Book now button

(Internet booking Engine)

RMS Enterprise Solution

Owner / Trust Accounting

Visit www.RMSCLOUD.com for more information or email sales@rms.com.au

We took a million hotel photos:

here’s what we learned… By Tambourine, a US-based marketing, booking and distribution service

When it comes to your accommodation’s presence across all online channels, photography is undoubtedly one of the most important elements to optimising traﬃc and conversion. TripAdvisor found in 2016 that 86 percent of travellers consider a hotel’s photos vital to their final decision to book an accommodation. But, it’s not just the presence of photos or the amount of photos.

great images that can make or break your property? Here’s what we’ve learned:

1. Don’t: Undervalue skilled, hotel-specific photography Here at Tambourine, we’ve seen a lot of different quality levels of hotel photography, and from our view, no matter what your budget, hiring the right professional to do the work is the most critical part of the operation. “Photography is expensive,

but it’s an investment,” says Bermudez. “When you do a high-quality shoot, your return on investment is huge because it can last you several years, and it is so much more effective than a budget shoot.

2. Do: Hire separate specialists for architecture vs lifestyle

“Today’s hotel photographers are thinking specifically about the online environment, the mobile-first approach, and how to construct and capture the story of your hotel that connects with your guests.

Based on our experience, there are two very distinct types of hotel photograph: informational and inspirational.

“An amateur or photographer with a different specialty isn’t going to have that insight or perspective.”

“Hotel photography is first and foremost about storytelling,” according to Tambourine’s creative director Stephany Bermudez.

Inspirational photographs, on the other hand, are more about the hotel’s story what does the place feel like? What is the vibe? These photos might be a roll of towels placed in a certain way, the cappuccino set up, or a group of people enjoying the pool. “The biggest mistake hotels make is to hire the same photographer for everything,” says Bermudez. “An architectural photographer won’t be the best lifestyle photographer and vice versa.”

“We don’t take great pictures… we MAKE great pictures.” In the last few years alone, we’ve taken more than a million pictures for our clients. 99 percent never get published… what are the commonalities behind the

28 AccomNews

Informational, or architectural, photographs are very technically precise. They show the customer what the hotel looks like with shots of the rooms, the lobby, pool, exterior, and other amenities.

MARKETING

Summer 2019 - Issue 43

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She also notes, “Some hotels also make the mistake of hiring the local wedding photographer, or a real estate photographer. That doesn’t usually work either because they have a very specific skill set that doesn’t necessarily translate to either of these two disciplines.”

3. Don’t: Use amateur models for lifestyle shots One serious mistake hotel marketers make, according to Bermudez, is to use employees for lifestyle shots. “Authenticity is important, but it doesn’t always work,” she says. “Professional models are experts in knowing how to move, how to swim, and how to create that moment that will sell the experience of your hotel to your customers.” Of course, whether or not a hotel decides to use models is the defining line between a small budget shoot and an investment. “Once you decide to use models, then you need to hire makeup and hair artists, wardrobe specialists, and more. That’s where it starts to get expensive,” says Bermudez.

…What are the commonalities behind the great images that can make or break your property?” best not to fake it with amateurs. The results are pretty bad more often than not,” she says.

4. Do: Shoot video and photos simultaneously

company and photographer that don’t know each other, they may not work together very well,” she says.

5. Do: Hire a stylist

“Once you’ve decided to invest in models and their associated costs, we highly recommend doing a combo shoot of stills and video,” says Bermudez. “You will walk away with a lot more content for your money this way.” However, she cautions, it’s important to consider video production teams and photographers that already have a working relationship. “If you hire a video production

Ideally, hotels should prioritise hiring a stylist, according to Bermudez’s experience. A stylist is someone who comes in and preps the hotel for the photoshoot. “Having a great stylist that knows how to prep hotel beds is a huge distinguishing factor between lower budget and high-end shoots,” she says. “You don’t realise how much goes into bed prep. A stylist will bring their own pillows, steam the sheets, add batting to the duvets, and really go

edge-to-edge to build the ideal picture of your hotel.” For smaller budgets, Bermudez says that housekeeping can be coached on how to prep a bed. “It’s not as efficient, and while we can do a lot of work in post-production, the results are never as good as a natural photograph,” she says.

6. Do: Use natural light “If you have lamps turned on in the room during a daytime shoot, you give the impression of a dark room,” says Bermudez. “Every guest wants a bright, fresh, airy room. “We can give that impression with even the smallest window. Let the natural light pour in and we’ll brighten it with the right exposure,” she adds. Stephany notes that if you want to shoot the room at night with the lamps on, it has to be done at dusk before the sky turns black. ■

Not all hotels can afford to invest in a photo shoot at this level. In this case, finding a highly skilled lifestyle photographer is even more important. “The right photographer can create those lifestyle moments with a plate of cookies and the right light. If you’re not going to hire professional models, it’s usually

30 AccomNews

MARKETING

Summer 2019 - Issue 43

Emma shines in five-star role By Caroline Campbell, Communications, Service IQ

Back when Emma McKinnon was 18, fresh out of school, and in her first job greeting guests at the front desk of Blenheim’s luxury five-star Chateau Marlborough Hotel, all she longed for was “to be in management telling people what to do.” Ten years of solid work experience later, and with hindsight gained from discovering what it’s like to lead ten staff for five years as the hotel’s food & beverage manager – she’s ready for an exciting new challenge at the prestigious venue. “I realised that, for me, managing people is not all it’s cracked up to be and it can feel prett y lonely. Looking back, I spent my twenties learning how life works and these days I have different goals. I’d still like to manage a small boutique hotel, but not until I’m in my fifties,” she says with a laugh.

I love meeting new people, exceeding our guests’ expectations and just seeing them smile. We’ll do everything we can to make sure our guests have what they need.” celebrating her 30th birthday, Emma is moving up to her new role as Chateau Marlborough’s conference & events manager. At the same time, she’s completing an important industry qualification, the ServiceIQ NZ Diploma in Hospitality (Operational Management) – Level 5. “It’s perfect timing. The Diploma will help me in my role and its formal recognition of all the training I have done on the job and skills I’ve achieved over fifteen years in the industry.

In fact, Emma’s literally spent her life in the industry. In her late teens, Emma and her sister Jess lived in the hotel where her mother is the general manager. Not that they were dialling up room service or taking over the swimming pool. “People think it must be luxury, but it’s not like that at all!”

“It’s also great because you don’t have to stop work to do it which means you can keep on earning while you’re learning.”

Now, three days after

The sought-after programme

Summer 2019 - Issue 43

Emma was one of just eight New Zealanders to receive a Hospitality NZ/SKY Future Leader Scholarship valued at $3,000 each.

is awarded to up-and-coming hospitality professionals for strong leadership potential, and, in Emma’s case, her very strong work ethic underpinned by many years of industry experience and well thought out goals and plans. So far, she’s eight months into completing the Diploma, and all on the job. “One of the best things is how flexible ServiceIQ is in working around our business demands. “They understand how busy we get and give me time to complete my work without rushing and compromising its quality.” Emma’s new role is focused on arranging the logistics and helping to meet the many and complex requirements of large conference groups visiting the top-rated hotel.

HUMAN RESOURCES

Chateau Marlborough, which was recently named New Zealand’s best regional hotel at the Australasian HM Awards for Hotel and Accommodation Excellence in Sydney, is expanding its operation to meet visitor demand in the region. This includes increasing capacity from forty to eighty rooms, hosting bigger events and hiring more staff. “As part of the Diploma I’m currently learning about staff recruitment which is knowledge I’ll use for the rest of my career.” Helping visitors enjoy an even better experience is still the most satisfying part of hotel life, says Emma. “I love meeting new people, exceeding our guests’ expectations and just seeing them smile. We’ll do everything we can to make sure our guests have what they need.” These days, everything means fully gluten-free menus, porter service and seven pillows-plus. “These are people who tend to stay in five-star accommodation wherever they go. We get many comments from guests saying we’re the best hotel they’ve stayed in.” With her extensive hotel experience, would she recommend it as a good career? “Absolutely. It’s so rewarding, and it pays well. You can train on the job, you can travel with it, and there are always going to be jobs in hospitality.” AccomNews

What’s new in bedding?

By Kate Jackson, Editor

Bedding style

Accom is tapping into guests’ love of all things natural and experiential right now.

Yes, colour and individuality are in, but those vibrant hues and quirky accoutrements must work with warm, earthy neutrals such as oatmeal and stonewashed linen covers, combining with accessories in textures of jute, canvas, wool and hemp to bring the outside into the boudoir.

That trend extends to the heart of any stay - the hotel bed. Bedding in 2019 should evoke feelings of personal attention through individual touches, combined with deep natural hues, materials and textures which embrace the raw and real. Going au naturel does not mean dialling down the level of comfort guests have come to expect from the most modest of accommodation beds, though. It should resemble a mossy cushion, not a straw nest…

Crumpled, stonewashed linens are top of the boutique accom bedding list right now, offering the softest and most naturallybreathable covers through warm summer evenings - with the ability to also keeping guests snug during winter. While white triple-sheeting is still the go-to for almost all quality accommodation properties, cushions, throws and coverlets in pastel pops are being replaced with intense colours with a health and wellness hook - think verdant greens combined with berries and eggshell blues.

Pillows

Toppers A pillow can make or break an overnight stay. For an inanimate comfort object, it inspires Fatal Attractionstyle love or loathing.

As Fohlio.com says: “Tasteful, non-boring earthy palettes are an oxymoron, but also a very current trend.”

The link between health and colour is becoming increasingly prevalent in bedroom styling:

32 AccomNews

The Angad Arts Hotel in St Louis, for example, offers guests a choice of rooms themed in four different colours to channel and enhance their mood on check in.

Comfort is always a pre-requisite for quality accommodation beds, and mattress toppers and overlays help create a cloudlike haven of relaxation, providing pressure-point relief, improved blood flow, support and softness. Whether made from foam, feather, microfibre or polyester, toppers provide an extra layer of comfort while extending the life of a mattress by protecting it from wear and tear. Toppers can regulate bed temperature, promote airflow and provide hypoallergenic, anti-microbial and dust mite-resistant padding.

HOUSEKEEPING

As one industry insider puts it: “Pillows are the single most overlooked, yet most important element to creating a comfortable and welcoming experience. The humble pillow connects with your guests at a deep and visceral level.” So, if you don’t want your bunny boiled or your reputation savaged by irate guests, you’d better get your pillows right. Because synthetic options should be replaced every 18 to 24 months and and down or feather ones between 24 to 36 months, pillows represent a significant expense for accommodation businesses. The Wyndham group, for example, bought more than a million pillows last year. Summer 2019 - Issue 43

INSURE THE VALUE OF YOUR BEDS The real cost of insuring one of your most prized assets is so inexpensive. The average cost of a Queen-sized bed is approximately $800, and the lifespan for that bed will be an average of 7 years. With Protect-A-Bed®, the average bed’s lifespan can be extended by up to 3 years. BugLock® Encasements produce an effective Fit’N’Forget™ barrier against bed bug infestation. Suitable for both mattress and bed base encasement, it aids in early detection of bed bugs. As a result there is less time spent addressing bedding, reducing labour costs and insuring the lifetime value of your beds.

0800 722 000 protectabed@cwl.co.nz www.protectabed.co.nz

As a starting point, commercial-grade pillows must hold their shape and stay plump over numerous uses feel soft but provide enough support, and never feel compressed or lumpy. The optimal density depends on a guest’s sleep position. Stomach sleepers need a soft pillow to cushion their heads at a comfortable angle, back sleepers need one with medium support to hold the head and neck at a neutral position without bending the spine, and side sleepers need the firmest support to keep the spine in natural alignment. Pillow menus are increasingly found among all tiers of accommodation, from luxury to budget, because of the value society places on a good night’s sleep. But for those looking to stock a general one-size-fits-all solution, medium to firm and standard-sized works for those with no specific position when sleeping, so is probably the best option. It is, though, vital to have hypo-allergenic and anti-allergy pillows onsite if you usually employ goose and feather down options. There are numerous ways to stuff a pillow, but here’s a quick guide to the most common used in accommodation:

Feather and down - Feather pillows are soft and fluff y but can retain heat, which can be an issue for hot sleepers (but is appealing to chilly ones) and are often made in combination with down. Pillows made with white goose down are the gold standard when it comes to luxury. Made from birds’ undercoats, they’re super soft and can be fluffed into a desired shape. They yield easily but don’t offer strong neck or back support. These are at the most expensive end of the commercial pillow market.

34 AccomNews

Hypoallergenic and antiallergy - Made from synthetic materials such as polyester or latex, or natural fibres such as wool, these are less likely to trigger allergies and are good for asthma sufferers. Hypoallergenic fill is antibacterial and naturally dust mite resistant. An anti-allergy pillow is slightly different - the material has been treated to deter dust mites. These include ‘down alternative’ pillows, which aim to mimic the comfort and feel of the real thing minus the allergens and price tag.

Buckwheat - Made from the husks of buckwheat seeds, these offer strong support and are increasing in popularity because they’re eco-friendly. The only catch is the husks tend to rustle when moved, so light sleepers might be disturbed. Microbead pillows are the quieter synthetic alternative.

Tasteful, non-boring earthy palettes are an oxymoron, but also a very current trend.”

Memory foam - These are ideal for back sleepers, providing ultimate support through their ability to contour to neck and head. Beware, though they are an acquired taste. Most hotels keep a stock of different pillows to cater to the varied wants of their guests, but Singapore’s top establishments make an art of it. At the Conrad Centennial Singapore, for example, there are 16 different types to choose from - including porcelain, jade, wood and bronze. ■ HOUSEKEEPING

Summer 2019 - Issue 43

Comfortably catering for the extras By Kate Jackson, Editor

Modern travellers are shunning spacious suites in favour of smaller luxe guest rooms offering smart, space-saving solutions. The mushrooming popularity of pod hotels, moveable walls and social working hubs, coupled with steep land price hikes which have force hotels to rethink floor space globally, have created a new internal landscape for accommodation.

spaces. As do zip beds, normal commercial beds which can remain separated or be joined using zips (attached just beneath the mattress edge so they can’t be felt by the sleeper) to form a king-sized alternative. Loft beds, which allow sleepers to rest easy upstairs while providing a handy space below for vanities, desks or storage, are also gaining popularity and are a particular feature of micro-hotel design.

Sofabeds

Clever design incorporating space-saving, flexible furniture and fittings creates an uncluttered, fresh and sculpted feel. A major part of that clever design revolution is the accommodation of extra guests, which is why Accomnews is taking a look at the latest space-saving and flexible options.

Bunk, loft and zip beds

Remember bunkbeds with saggy mattresses and the clearance height of a fridge shelf? They don’t make ‘em like that anymore. Bunks are enjoying a resurgence in popularity and feature throughout boutique accom properties, with an appeal that has seen them adopted in some cases as luxury bedding alternatives. Offering the versatility of splitting into two comfortable separate beds, whether in a single bunk configuration or single/double combination, modern commercial bunks fit perfectly with the latest requirements for reconfigurable

36 AccomNews

While the word ‘flat-packed’ may evoke images of IKEA kits and allen keys, it doesn’t have to represent something painful. Easily-stored flat-packed beds can be assembled within 15 minutes and are versatile and robust, with sturdy, weight-bearing slats to prevent sinking and a steel frame that can withstand several hundred kilograms. Upright folding beds and standup beds on wheels are other temporary bedding solutions that fold to full-size bed height and can offer a surprisingly good night’s sleep – as can that old favourite, the rollaway trundle bed stored below decks.

Design Sofabeds have long allowed guest rooms to double as family accommodation. Today’s quality offerings are equipped with reinforced frames, durable commercialgrade mechanisms and six-inch spring mattresses, often with an additional latex or memory foam comfort layer. The sofa part of the equipment is also a focus for comfort and durability, with high-quality foam used in seat cushions to ensure firmness and support over years of use and reinforced lining to ensure fabrics don’t pucker in the face of inevitable guest abuse.

Roll-away, packdown and stand-up beds

Practicality aside, space-saving furniture is increasingly required to be visually appealing. Furniture that’s flat-packed or custom-made can still provide creative choice, offering a range of sizes, frames, upholstery, headboards, feet and casters to coordinate with a room’s aesthetic. Sofabed dimensions and fabrics can be tailored specifically to suit a room’s style, for example, offering everything from luxe modular designs to compact leather pieces. When it comes to frames, the most popular wood options are ash - hardwearing but delicate in appearance - and oak - characterful but more easily marked. Metal options include hardwearing steel and wrought iron.

HOUSEKEEPING

Mattresses

Regardless of budget constraints, reputable manufacturers understand the folly of skimping on quality when it comes to mattresses for space-saving beds. Accom providers and consumers expect guests to enjoy a comfortable night’s sleep, whether they’re a child sleeping in a bunk bed, a couple using a foldout or the lucky ones luxuriating in the king-sized master bed. Bunks will be equipped with either foam or innerspring mattresses generally not more than six inches thick to ensure sleepers are protected from falling out or banging their heads. Both offer good comfort and have their strengths; innerspring are sturdy, long-lasting and provide good airflow while foam are dust-mite resistant and good for allergy sufferers. The important consideration is ensuring the mattress comes with a lifetime warranty.

Under-bed storage

Pushing a bag under a bed can be challenging for older guests or those with heavy luggage. Simple wooden and wire under-bed luggage trays with built-in caster rollers help guests stow luggage and encourage them to utilise the space. Under-bed drawers are another great space saver and can include locks for additional security and cable holes for electronic charging. ■ Summer 2019 - Issue 43

Tapping into the water revolution By Kate Jackson, Editor

New Zealanders buy $135 million of bottled water annually - despite the fact that it flows freely from every household tap. That figure, and the projected growth rate for bottled water into the foreseeable future, is an indication of just how discerning we are about the perceived quality of the H2O passing our lips. As the developed world hones its focus on wellness and sustainability, flavoured waters, such as lightly sparkling spring water with a hint of lime, are increasingly jostling for minibar space alongside soft drinks. And straight-up water drinkers are ever more judgmental about how that perfect drop is packaged, stored, transported and collected. Accommodation which packages its water appealingly can convey numerous positive messages to its guests. An unassuming little one litre bottle speaks volumes about a brand’s approach to quality, health, sustainability, the environment and, most importantly, to its guests. Quite simply, it makes economic sense to tap into the consumer’s thirst for quality water.

So, what are the best options for water supply? Drinking water fountains and coolers are an old favourite for high traffic areas.

Summer 2019 - Issue 43

Freestanding or wall mounted, they can either serve bottled spring water delivered by suppliers or connect to a property’s mains water supply and accommodate an internal carbon filter, which removes tastes, odours, chemicals, heavy metals, and microorganisms such as giardia and cryptosporidium. A water fountain is capable of dispensing up to 25 litres of chilled water per hour making it ideal for any busy environment and it can be branded to become an effective marketing tool. Water bars are compact, energy-efficient countertop water dispensers that provide filtered, purified, chilled, warm, and boiling water at the touch of a button. They are plumbed into the mains supply but don’t require drainage plumbing thanks to a removable drip tray. The water passes through a carbon filter, then splits off to either the hot or cold tank where it is exposed to ultraviolet light from a UV lamp inside the tank to prevent regrowth of microorganisms. Water bars are an ideal in-room solution - replacing kettles and chilled water jugs - and also suit public areas such as lobbies, gyms, spas and particularly conference spaces, freeing up staff time by allowing guests can help themselves to drinks. Chilled water for self-service in bar areas, for example, allows venues to meet the license regulations without staff needing to constantly fill urns with ice and water. Custom-branded water bottles, whether serving filtered tap water or a delivered spring water, are a useful marketing tool. They can add value to both the product and the provider by tapping into

the status of a trusted brand. Be warned though; that branded bottle of water had better deliver on taste or the exercise can seriously backfire. Plastic bottles which are fully recyclable, BPA free and certified carbon neutral score well with guests and again are a good advert for your brand’s green credentials. One industry insider told Accomnews locally-sourced spring water was particularly well received, saying: “Accommodation providers are showing a preference for thinking locally and supporting smaller operations, with positive feedback from guests.” Bear in

FOOD & BEVERAGE

mind the vast majority of our bottled water is produced and consumed within New Zealand and the economic benefits of the industry are substantial, pumping more than $60 million into local communities across some of our most disadvantaged regions. Branded glass or stainless steel bottles can also provide a great extension of your product and showcase an accommodation provider’s sustainability commitments to a captive audience. Durable designer bottles deliver a powerful message about a property’s dedication to plastic-free environments. ■

AccomNews

Buyers seeking to capitalise on a growing market By Aaron Toresen, Chief Executive Oﬃcer, Link

As New Zealand’s biggest export earner, international tourism contributes around $14.5 billion every year to our economy. Figures for the March 2018 year end saw the annual tourism spend from international visitors reach $11.1 billion - an increase of nine percent or almost $880 million on last year. International arrivals were up by four percent, which is relatively in line with government predictions that visitor numbers will rise by approximately 4.8 percent per annum and reach 4.9 million by 2023. With the booming tourist numbers and record spending having a flow-on effect, sectors such as the commercial accommodation industry are seeing a noticeable benefit. At LINK, we’ve seen a marked increase in buyers seeking to capitalise on this growing market, with sales in the accommodation sector topping 40 businesses a year and accounting for around 20 percent of our sales portfolio. On average, our data shows that accommodation businesses take 90-120 days to sell; however, there are outliers in this trend with some businesses receiving an offer within the same day of listing. In our main cities, there was more demand than supply fuelling solid business yields for vendors. Auckland remained the biggest market in this sector in 2018, reflective of the trends we’ve seen over the past few years, with an average sale price within the $1-2 million range. We did, however, see increasing appetite in the regions, where we sold a number of accommodation businesses in Taupo, Waikato, Tauranga and

38 AccomNews

Masterton (to name just a few), and often saw the business purchased by a working owner for a change of lifestyle. The forecasted increase in tourist numbers, coupled with the fact that half the country’s regions experienced double digit tourist spend increases this year, means both investors and prospective business owners are now seeing merit in considering the accommodation sector as a viable business venture. The low cost of borrowing has also enabled many buyers to take advantage of the opportunity. With the tourism industry (directly or indirectly) employing around 17 percent of our workforce, we can’t ignore the economic impact overseas travellers have to New Zealand. In addition to the general tourism growth we’re currently experiencing - and set to experience more of - there’s an opportunity for those who are able to provide accommodation and tourist services catered to the increasing number of visitors from the East. In the year ending June 2018, Chinese tourists accounted for 12 percent of all international

visitors to New Zealand, and further forecasts by the Ministry of Business, Innovation and Employment (MBIE) predict that by 2023, China will become the nation’s largest tourism market, reaching $4.3 billion annually in spend. This equates to over half (51 percent) of total visitor spending in the country.

According to the toolkit, 91 percent of Chinese tourists are first-time visitors, with the majority attracted to New Zealand by its nature. Top activities therefore include observing wildlife, walking, hiking, tramping and an increasing demand for Maori culture experiences.

Tourism New Zealand released a China toolkit earlier this year to assist businesses with developing and delivering value to Chinese visitors. With the majority of Chinese visitors staying in hotels (69 percent) and just over a third (35 percent) utilising motels, motor inns and serviced apartments, the commercial accommodation sector appears to have a bright future ahead.

Beyond knowing where tourists can access these types of experiences, accommodation businesses should offer information (in both English and Chinese) on available methods of transport - including how long it takes to travel to and from attractions in the area. Modes of transport have become a key consideration for many Chinese tourists, particularly due to the increasing number of people choosing to travel independently over guided tours.

According to a study by Ipsos, New Zealand was ranked third equal (alongside France, and following Australia and Canada) as a top holiday destination among Chinese travellers. As we approach Chinese New Year in early February, the accommodation sector can expect a spike of visitors in the summer, and naturally, an opportunity to capitalise on this growing market.

PROPERTY

With Chinese visitors increasingly accounting for a large portion of the country’s tourism spend, it’s readily apparent they’re a key audience we need to better cater for. The accommodation sector can play a vital role in encouraging repeat visits and providing an enjoyable stay, reinforcing New Zealand as an ideal tourist destination. Summer 2019 - Issue 43

Stay or Go?

To sell your accommodation business better, talk to us. $1,300,000

linkbusiness.co.nz/EL01658 Lindsay Sandes – LINK Auckland, Ellerslie 021 895 940 lindsay.sandes@linkbusiness.co.nz

linkbusiness.co.nz/EL01154 Gordon Fridge – LINK Hawkes Bay & Central Plateau 022 156 9330 gordon.fridge@linkbusiness.co.nz

Mount Maunganui

Auckland

• 150 metres and you will find the white sand beaches of the Mount

• Live, play, operate your business in Auckland • Management Rights are an ideal business opportunity to obtain a foothold into Auckland living and this one occupies premium real estate, minutes to everywhere, an enviable address on the waterfront area

• Purchase and enjoy what is a very solid and secure investment • Keep options open for future opportunities, whilst still receiving a steady return on investment. Ideal for developers

• A superb 2 bedroom apartment is provided free so that you can operate your own accommodation rental business returning approx $320,000 annual surplus

Sun, Sea and Profit in Hawkes Bay

$2,150,000

linkbusiness.co.nz/BPW00933 Andrew Whyte – LINK Waikato 022 097 0065 andrew.whyte@linkbusiness.co.nz

• Enjoy the first right of refusal when current lessee chooses to sell

Accommodation Broker

North Island

• Very profitable with ample owner’s accommodations

• A new LINK Broker in the tourism accommodation sector – Ross has already achieved sales for very happy vendors!

• Profitable cafe included with great staff

• Almost 25 years industry experience as a Motelier in the Bay of Plenty & Taupo

• Motel units, cabins, house, powered and non-powered sites

• Ross’s knowledge and expertise with leases, freeholds & P & L accounts, inspires confidence in vendors and buyers

• Lovely shady grounds set among the dunes • Great lease with 24 years remaining • Customers love it and you will too

• Selling any type of accommodation business - Call Ross now!

POA

linkbusiness.co.nz/NL00106 Jenny Blain – LINK Northland 021 455 421 jenny.blain@linkbusiness.co.nz

Quest Franchise Apartment Hotel

Wellington

Freehold home with 5 x luxury apartments plus RV campervan park lease.

• Quest on Thorndon Wellington is an award winning and successful apartment hotel business. Seldom do Quest businesses become available within this tightly held accommodation franchise. This Quest hotel business opportunity provides

• 5 luxury apartments • RV campervan park - 28 sites (18 powered and 10 non powered) and up to 20 tent sites in season Would suit a hands-on family or be completely managed. 200 metres from waterfront. Also the option to purchase business with a new lease.

Large Business Broking Office of the Year Small Agency of the Year

By way of negotiation

linkbusiness.co.nz/EL01652 Lindsay Sandes – LINK Auckland, Ellerslie 021 895 940 lindsay.sandes@linkbusiness.co.nz

Bay of Islands

SOLD

N/A

Ross Candy – LINK Hawkes Bay Central Plateau 027 223 3696 ross.candy@linkbusiness.co.nz

Hawkes Bay

Holiday Apts, Campervan Park

$3,995,000

Freehold Motel

• Consistent sales • Significant surplus

SOLD

• Full Franchise training

Medium Business Broking Office of the Year Innovation Award

Connecting business buyers & sellers since 1996

0800 546 528

8 O F F I C E S N AT I O N W I D E

LINKBUSINESS.CO.NZ

All LINK NZ offices are licensed REAA08

CBD Living with Apartment

Are you on a firm footing with anti-slip flooring? Guest and staff safety are paramount for any accommodation business. One little slip can result in serious injury not only to the octogenarian in Room 29, but to the fortunes of the motel owner in whose bathroom he lost his footing. Reputation harm and legal repercussions can cripple a business - outside of the personal toll of dealing with onsite injury trauma.

Latest treatments

rely on grip from embedded materials like silica and sand. They involve slip-proof additives that are easy to clean and don’t trap dirt, while improving both dry and wet slip resistance. Anti-slip treatments for hard floors have also come a long way. They create a chemical reaction invisible to the naked eye which microscopically changes the tread pattern of a porous stone surface, resulting in a higher coefficient of friction which dramatically increases the

grip for bare feet and shoes. Ideally suited to accommodation environs because they are designed for ceramic, granite, terrazzo, vinyl, concrete and porcelain tile surfaces, they are quickly administered in an “apply and wash off” process and there is no discernible change to the appearance of the surface.

Stairs and ramps Half of all building falls occur on stairways - making it vital to ensure steps aren’t slippery. Rubber stair treads, plates and nosing can cover hard-

surfaced steps to reduce slip risk and help muffle footsteps. They are easy to install, durable and can be matched with anti-slip or rubber landing tiles to fit inconspicuously into their surrounds. Anti-slip tapes, cleats and grit strips laid across risers are effective at stopping feet sliding, and barefootfriendly versions are used widely on pool steps and pool surroundings alongside treated tiles. Anti-slip paints, tapes and rolls all offer increased traction on ramps.

Luckily, a new generation of anti-slip treatments is joining the traditional solutions of etching, gritty coatings and adhesive strips to help provide a safety net for providers. Resilient floors such as vinyl, rubber and linoleum (and softer timber floors) give under pressure, then return to their original profile over time. New coatings designed to mimic that surface characteristic provide long-wearing anti-slip protection while maintaining the smooth look of the surface - unlike traditional coatings that

40 AccomNews

SAFETY & SECURITY

Summer 2019 - Issue 43

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POLYSAFE â&#x201E;¢ Quattro DISCOVER THE RANGE AT WWW.POLYFLOR.CO.NZ Sales: 0800 765 935 (PDLO VDOHV#SRO\Ã&#x20AC;RU FR Q] 1DUHN 3ODFH 0DQXNDX 1HZ =HDODQG

“Polyflor’s new Polysafe Quattro has been specifically designed to provide a high degree of slip resistance whether wearing footwear or being barefoot in continually wet areas. “Quattro can make a difference in education and leisure environments, where changing rooms, wet rooms, spas and pool sides require a high degree of slip resistance.”

The mat effect First impressions are key for accommodation businesses, and entrance mats help create an appealing welcome while providing a high level of absorbency to handle heavy traffic and keep floors and shoes clean. Runners are another mat heavily used by discerning guests, so need to look good and function effectively. They can be customised to fit width and length requirements whatever the space dimensions. Elsewhere, linking anti-fatigue mats can soften the standing room for anyone from front counter staff to guests in lifts or taxi ranks. These include specialty mats, such as those found in gyms, with interlocking anti-slip rubber tiles.

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– Marisa Laister, HR and marketing manager for Polyflor New Zealand.

Your hardworking kitchen crew needs anti-fatigue kitchen mats of heavy-duty rubber which are easy to clean. Options include shoe-sanitising foot bath and nitrile rubber mats, as well as the traditional multi-purpose option with drainage holes. And finally, pool and shower mats can provide essential protection against slips in the wet. Heavy-duty PVC drainable loop and PVC tubular mats are designed for optimal traction, comfort, and ease of cleaning.

Compliance and maintenance Australia and New Zealand are covered by similar requirements when it comes to floor slip resistance. The ‘bible’ for both is the Standards Australia Handbook HB 198:2014, an introductory guide

which provides compliance advice and direction on slip resistance classifications. According to the US National Floor Safety Institute, more than half of all slips and falls can be attributed to problems with a walking surface - a significant number of which are wet or topped with a loose gritty substance. Problems such as chipped or uneven concrete, loose floorboards, frayed or bucked carpets, and missing floor tiles are also sources of problems and are often overlooked because they’ve either been around for a long time or people have learned to avoid them as they’ve developed. Many of these problems can be corrected inexpensively by maintenance staff or local service contractors.

SAFETY & SECURITY

Improperly cleaned floors can lead to a range of problems from loss of slip resistance and premature wear to a slippery build up that reduces traction. Anything that interferes with a foot making direct contact with an anti-slip surface, such as dirt, wax or ice, will prevent that treatment from being effective. Each manufacturer will recommend a cleaning regimen which should be carefully followed. Older-style anti-slip coatings can wear unobtrusively over time to become less effective, while etched and blasted surfaces can also wear to a slippery finish. All should be regularly inspected and maintained - and again, recommended cleaning practices should be adhered to. Summer 2019 - Issue 43

The transport creating a moving guest experience By Kate Jackson, Editor

vehicle to transport wheelie bins, and a tail lift modification can help with lifting bins and beach cleaning. Ladder racks, tow bars, snow blades and trailers all further enhance the vehicles’ carrying and clearing capabilities.

The goal of any accommodation is to entice guests to return; and delivering weary travellers to their rooms in comfort and style can create that kind of enduring devotion.

And the same utility vehicle used for maintenance can become a people carrier through addition of a module that merely snaps onto the back of the cargo bed.

A relaxed ride alongside a smiling guide who helps with luggage, knows exactly where to take you and is full of helpful information about the locale is enough to make anyone feel special. Ensuring visitors enjoy a positive experience before they even set eyes on a guestroom creates an impression of care and, importantly, puts them in a good mood which is likely to mean they view everything you do with magnanimity. Which is just one reason why lightweight golf buggy-style vehicles, once just the reserve of the luxury sector, are becoming an invaluable part of the accom managers’ toolkit. Property-branded vehicles can be supplied through a weekly rental agreement with no upfront costs and the option to purchase after some four years or to roll on to a new rental agreement - making them a viable option for those without the budget of the Palazzo Versace.

Guest movers Vehicles vary from short wheel base four-seaters through to long wheel base six and eightseat options and come in myriad customisable configurations encompassing both forward and rear-facing seats.

Petrol or electric?

and ensure towing needs are well catered for. Off-roading modifications such as a high torque electric motors, high ground clearance specifications and heavy-duty batteries can also help ease the ride. Being seen and heard is important, so guest movers come with headlights, tail lights, blinkers and reverse beepers and can also be fitted with GPS tracking, which allows monitoring and management of any vehicle movements on or off-site. During medical emergencies, they can double as ambulances to transport equipment, staff and stricken guests.

Utility vehicles Aside from transferring guests, utility vehicles can make light work of most tasks around a property. They allow porters, housekeepers, concierges,

caretakers, ground staff and landscapers to fulfil their roles quicker and with less effort, which makes good economic sense and can also reduce work-related injuries. They can be customised to suit most requirements: refrigerated and insulated compartments allow for easy transporting of hot or cold food and drinks, for example. Utility vehicles can include cargo beds with drop sides for the transport of heavy items around a property, or they can be fitted with steel mesh sides to contain loads such as foliage during maintenance runs. Housekeeping equipment can be transported cleanly within weatherproof custom-designed cabinets complete with adjustable shelves and broom/mop holders. Waste collection is made infinitely easier with the help of a utility

The emphasis when it comes to guests is on safety and comfort. A sun-canopied mover at a tropical resort is a great way to get around, but when the rainy season hits, it needs to include custom-fitted roll-down weather curtains made from marine-grade materials.

One industry insider told Accomnews: “Electric is without doubt the most volume seller, totally dominating the market. There are still some operators using petrol and diesel vehicles, and in some areas they may have good reason. “But the old reasons of range or power are just not correct. Golf carts and utes with lithium batteries can outperform petrol and diesel vehicles when it comes to range and power delivery.” While the upfront cost is more than for a traditional battery, lithium batteries recharge in a fraction of the time, have a ‘cycle life’ four times that of the lead acid alternative and are very light, creating enormous performance improvements. Vehicles are less likely to churn up grass and they handle mud, soft sand and steep climbs more easily, create less wear for suspension bushings and bearings. Lithium batteries are also maintenance free, while lead acid batteries require water to be added to each cell on a regular basis, and they don’t ‘gas’ when charged as lead acid batteries do, giving off odorous hydrogen which is highly flammable and a potential explosion risk. ■

For properties surrounded by challenging terrain, upgrades to four-wheel hydraulic brakes and turf tyres will help transport guests safely and comfortably Summer 2019 - Issue 43

Lightweight guest movers come with electric, petrol or diesel engine options but the advent of light and long-lasting lithium batteries has seen electric vehicles increasingly dominate the field.

GUEST FACILITIES

AccomNews

Grand Mercure Auckland reveals grand new event spaces By Mandy Clarke, Industry Reporter

Grand Mercure’s dedicated conference floor is on level one and boasts eight dynamic meeting spaces. With conference rooms that range from a boardroom for eight guests through to a theatre set-up for 200.

Following an extensive $22 million refurbishment that began in 2015, leading to the rebranding of the three-star Mercure Auckland to the fivestar Grand Mercure Auckland, another stage of the hotel’s stunning transformation is revealed...

Each event space reflects the new stylish and sophisticated interior design with a subtle palette of golds, taupe, dark American oak and grey tones that allow customers/guests to create a stunning event, showcasing their own vision and style. The large picture windows also offer vibrant cityscape views and plenty of natural light. Furthermore, the new, state-ofthe-art, audio-visual equipment is energy efficient and provides complimentary wifi throughout.

Grand Mercure Auckland presents the newly refurbished meeting and event spaces that continue the evolution of this Auckland CBD accommodation, reflecting urban rebirth and the diverse soul of this cosmopolitan city, combined with unique natural beauty. A prime location such as this (on the corner of Custom and Queen streets) demands a grand establishment, one that embraces the destination and proudly embodies Auckland. This extensive renovation completely overhauls the guest journey. It all began in the lobby with the stunning glass fantails, created by internationallyrenowned glass artist Luke Jacomb, who is described as “one the world’s most inventive and talented glassmakers”. The hotel’s 207 rooms and suites were also brought back to life, harmoniously decorated to promote relaxation and to depict the locale.

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Grand Mercure Auckland’s new executive chef, Daniel Na, has designed and refreshed the conference menu. Formerly the executive chef of Ostro Brasserie and Bar, Daniel brings his knowledge and passion for modern cuisine to the Grand Mercure kitchen. On street level, Custom Lane can be found - the new alfresco social eatery. The addition of the cosy and richly-decorated library creates an inviting space where guests can choose from a selection of some of New Zealand’s finest literature. Adding variety to the guest experience is the yoga studio and the rooftop restaurant and bar with unobstructed views of Auckland’s skyline and harbour.

The newly refurbished meeting and event spaces are equally impressive, breathtakingly revealed the moment guests step onto the newly-carpeted staircase with iridescent brass chandeliers gently flickering from above. The luxurious pre-function area glows in gold hues, from the metallic flecked wall-coverings to the overhead lighting installation by Italian designer, Aromas.

REFURBISHMENT

The hotel’s proud general manager Zac Lumsden said: “The recent refurbishment of this space firmly establishes us as a leading inner-city venue for meetings and events. We are expertly equipped to ensure our clients have a space that caters to all their needs and delivers an event to enjoy and remember.” He told us: “The Grand Mercure brand is a reflection of its locale. The hotel is a personification

Summer 2019 - Issue 43

of Auckland, from the NZ artworks to the pacific pattern representations throughout the property. Grand Mercure Auckland is a hotel which tells the story of our city’s multi-cultural melting pot. “This project was completed with the help of many local craftsman who brought to life the vision of Grand Mercure Auckland. Due to the work of highly-skilled professionals, we managed to successfully complete the renovations in a timely manner.” However, there was a lot of hard work and a little Kiwi ‘can-do’ spirit required. Zac offered: “At times when you’re surrounded by construction it can be hard to remain motivated, but the team pulled together and relied

Summer 2019 - Issue 43

on each other for support and were incredibly focussed and positive. They really spent time with guests, so the guests felt like they were a part of the hotel’s re-emergence journey.” He advised: “Planning and communication are key to a successful renovation, also being agile to make timely decisions - when a projects zigs, learn to zag in order to achieve deadlines.” And, as for Grand Mercure Auckland guests, they couldn’t be happier with the transformation. Zac added: “It was also incredible to see the increase in morale from the team and how proud they were of their new hotel.” ■

REFURBISHMENT

AccomNews

How guest services systems

can enhance the guest experience All hotels know the importance of delivering a great guest experience. Yet the explosion in digital communication makes it a huge challenge to do this on a consistent basis. Hotels are bombarded with requests from countless channels as guests get in touch via phone, email, messaging platforms, mobile apps and social media. Staying on top of this (and trying to offer great face-to-face service at the same time), means it’s easy to get overwhelmed.

Outdated systems and technology

The reason it’s overwhelming is that some hotels still rely on old-fashioned manual processes to track service requests and assign tasks. A 2015 survey from Soft ware Advice found that 25 percent of US hoteliers still rely on pen and paper to manage their properties. A further 16 percent admitted they had no system in place at all.

Brendon Granger, Director, Technology 4 Hotels

staff being as efficient as they can be? Are guests receiving the high level of service they expect? Is the brand promise being delivered consistently? It’s incredibly hard to know these things when information exists on paper, or lives on multiple systems. The key to success, then, is automation. It requires an industry-specific tool that acts as a central resource for all departments. Request management technology makes this possible. This kind of technology can carry out a number of roles, including tracking requests from guests, automating and streamlining hotel employee workflow to increase efficiencies, reducing costs and personalising the guest experience. Let’s take a more detailed look at five of the benefits they offer:

1. Never miss a request

Unsurprisingly, this paves the way for mistakes and inefficiency. Relying on fragmented technology creates similar headaches for hoteliers. If staff are using different systems to track progress on tasks and guest requests, it’s easy to see how errors can be made. Management are also left with a limited overview of operations, and lots of unanswered questions. Are

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A big benefit of a guest management system is that all staff can communicate, track and update requests in one place. Jobs can be scheduled for immediate or future action,

which makes for a more streamlined and intelligent way to handle requests based on their urgency.

This means a guest isn’t left waiting unnecessarily and receives help from the most appropriate staff member.

This can be especially helpful during a shift change - a key time when information can slip through the net. When a new staff member starts their shift , they can easily check any outstanding requests that need to be actioned. That might involve a room change, delivery additional towels or confirming a guest’s dinner reservation.

When requests are assigned automatically, your team also no longer have to waste valuable time manually coordinating and routing tasks.

Then there are times when ensuring requests are passed on becomes especially important. For instance, a family arriving with a baby might have asked for a cot to be placed in their room. The last thing you want is for that family to arrive at 10pm with a screaming infant, only to find their request hasn’t been fulfilled.

2. The right person on the job

3. Resolve issues swiftly

A major focus for any hotel is complaint management. A negative guest experience can translate into a negative Tripadvisor post within seconds. So when it comes to resolving issues, delay is a dirty word. Furthermore, 52 percenty of consumers say the most important attribute of an exceptional experience is a fast response time to their needs and issues.

Guest request management soft ware also allows requests to be automatically distributed to the department or staff member most suited to the specific task at hand.

Of course, in the digital age, seamless one-to-one communication raises guest expectations further. We live in a word where email now is considered too slow, so we text or use messaging apps.

That might be based on their location in the hotel (allowing them to react quickly), or their particular skill set.

So, if a guest alerts the hotel front desk to an issue with their room via a messaging app, you can be sure they expect a fast response.

An employee can then accept a request and mark it as closed once it’s been handled.

This is where guest request management soft ware really comes into its own.

This allows for total transparency, so everyone in the team is updated in real time.

Whether it’s alerting maintenance to a faulty in-room air-con system, or housekeeping to an understocked minibar- small issues or potentially major complaints are instantly routed for swift resolution.

The benefit of this is that the right person is assigned without delay.

TECHNOLOGY

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4. More focus on the guest

A centralised guest management system helps by removing the need for hotel staff to monitor different channels, freeing them up to spend more time on what really matters - providing a great guest experience.

5. Personalising the guest experience

As a consequence, they simply can’t devote the same attention to the guests in front of them.

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If a guest previously requested extra pillows or a specific beer in their mini-bar, it’s very likely they’ll expect the same again. In order to meet this expectation, hotels need to understand their guests like never before. Whether it’s captured via digital communication (e.g. social media, email, messaging app) or through a verbal request on-property, which is logged in the guest request management software, it needs to be recorded in a central system.

In the hotel industry, attention is a finite yet invaluable resource. Guests expect to have their needs attended too quickly. But when hotel staff are dealing with multiple requests split across multiple systems, their attention is taken away.

unique needs and preferences to be catered for. Especially if they’ve stayed with the hotel many times before.

Personalisation is very much the industry buzzword right now. The modern-day hotel guest arrives expecting their

Any member of staff can then access this data (and add to it over time) to help pre-empt needs and deliver exceptional service - personalising the

TECHNOLOGY

guest experience in the most meaningful way possible.

The best service possible In the digital age, hotels are bombarded with a huge volume of data from an array of sources. The post-it note culture of yesteryear just doesn’t cut it anymore. In order to quickly assign tasks to staff, handle guest requests, and much more besides - a centralised guest request management tool is essential. This automated, 21st-century solution is the key to the ultimate guest experience. It allows a hotel to run more smoothly - optimal efficiency to provide optimal service! The end result is happier guests who are much more likely to return time and time again. ■

AccomNews

Technology trends set to revolutionise accom in 2019

As home entertainment and connectivity options have continued to evolve and become more sophisticated, people are increasingly expecting to have the same experience when they travel, especially for work. Given the increasing popularity of alternative accommodation options such as Airbnb, the level of competition in the accommodation marketplace has increased. SAP Concur research revealed that the number of customers expensing Airbnb stays increased by 42 per cent from 2016 to 2017, including 63 per cent of Fortune 500 customers. This means that accommodation providers need to deliver outstanding experiences. Some of the key trends set to revolutionise the accommodation industry in 2019 include social media, digital check-in/check-out, artificial intelligence and robotics (chatbots), smartphone apps, and near field communication (NFC). People are increasingly living their lives online and never more so than when they’re travelling. So, hotels that don’t have a strong presence on social media are unlikely to get a look-in for most travellers. Guests are likely to review their experience on social media and expect a genuine dialogue from the hotel. Hotels

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a high degree of accuracy and, importantly, confidentiality. AI can provide an enhanced experience that includes personalised entertainment recommendations, promotional offers, and access to virtual and real assistants who can help make their stay more productive or more enjoyable. Matthew Goss, Managing Director, ANZ, SAP Concur

that don’t already have a strong social media presence or digital marketing team should start to invest in this capability. Digital check-in/check-out caters to busy travellers who just want to get into their rooms quickly without necessarily engaging in small talk with front desk staff. Keyless entry lets customers check into their room using an app, and some hotels even offer guests a choice from rooms with varying décor. Artificial intelligence (AI) and robotics are making it easier for hotels to provide an individualised experience for travellers. AI-powered chatbots are transforming the customer experience and can help hotels connect with their guests. For example, a chatbot concierge can fulfil guests’ requirements, regardless of how unusual they may be, with

Smartphone apps can also help improve the guest experience, as long as the apps focus on more than just taking bookings. Hotel apps should make it easier for guests to manage their travel. This includes providing booking reminders, early check-in/ late check-out offers, upgrade opportunities, and more via the app. And, letting guests use their smartphone to order room service, book an in-room massage, or access more information about hotel amenities helps create an intuitive and seamless experience. When it comes to seamless experiences, few technologies deliver this as reliably as NFC. NFC allows communication between devices securely and wirelessly. This technology can replace room keys, turning a guest’s smartphone into their room key. This is a more secure and less expensive way of providing access to hotel rooms. NFC tags can also replace passwords when letting guests access the hotel’s wifi. This could be more important than some accommodation providers realise. More than 80

TECHNOLOGY

percent of travellers questioned in a 2017 survey considered internet access the most crucial feature of hotel service, outranking room service and room accessibility. (1) Some trends will prove more relevant than others. Accommodation providers need to understand their target market and develop their offering accordingly. A hotel catering to busy business travellers would, for example, focus on ways to make customers’ lives easier while a hotel catering to tourists might focus on providing unique entertainment options. As the potentially negative effects of constant business travel become more widely understood, some hotels may differentiate themselves by providing a wellness-centred experience for guests. This can include smart lighting that helps them overcome jetlag or exhaustion, smart temperature control that helps promote calmness or energy, and other health-related amenities to help reduce the negative effects of travel. Regardless of how accommodation providers differentiate themselves, it’s essential to recognise the crucial role technology plays in enabling that differentiation. Accommodation providers must begin exploring their options to be prepared for 2019 and beyond. References - (1) - https://www. statista.com/chart/9620/ hotels-just-give-me-wi-ﬁ/

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Adapting to guestroom entertainment preferences in the age of online content streaming By Jeff Rhode, Director, Liveport

Regardless of your personal preference with staying up to date on enhancements in mainstream technology, few would have missed the advancements that have taken place in the field of televised and online entertainment over the last decade. Once confined to a limited choice in what they could view and how they could interact with TV services, todayâ&#x20AC;&#x2122;s consumers are instead likely to be contemplating whether they should sign into an array of personal content streaming accounts such as Netflix or Amazon Prime in order to fulfil their entertainment needs. Such platforms even take the concept of choice and personalization a step further by offering viewing suggestions based on previous user viewing history. Yet within the hospitality industry and as with other new technologies, hoteliers have traditionally been slow to adapt to evolving consumer entertainment preferences. This has resulted in a growing disparity between what guests are accustomed to when viewing content at home, versus the in-room entertainment options they typically find in hotel guestrooms around the world. Seeking to better understand what todayâ&#x20AC;&#x2122;s hotel guests are looking for when it comes to in-room entertainment, a recent Hotel Internet Services (HIS) survey study significantly identified the importance that guests place on their ability to continue streaming personalized content while traveling. With more than 500 guests taking part in the survey, 64 percent in fact disclosed their preference for being able to access such content on a guestroom Summer 2019 - Issue 43

television. Conversely, more than half of respondents indicated a disinterest in using traditional video-on-demand services, with several sharing the same opinion that such services are expensive and unnecessary, given the ability to stream entertainment on mobile devices. Some properties have tried to resolve this issue by implementing televisions with built-in apps or set-top boxes with apps that allow guests to log into personal streaming accounts. Yet, the reality is that many guests feel a sense of unease from the idea of inputting sensitive information into a device that is shared with countless others. In fact, 95 percent of respondents in the HIS survey indicated such a concern. Further reducing the value of such televisions is the lack of opportunity that exists for properties to create sources of in-room revenue. This can leave hoteliers often wondering if any solution actually exists that allows them to catch up to evolving guest standards while also providing a means to at least cover the cost of investment. However, by again looking to advancements in home technology and changes in consumer behaviour, we can see a growing demand for multifunctional devices that -

along with offering the ability to wirelessly cast streamed content to televisions - also provide a host of other valuable functionalities. These can include the ability to make purchases online, order food for delivery or allowing for more convenient control of household amenities such as lighting or thermostats. Likewise, within the hospitality industry, guests are indicating their preference for a more comprehensive platform that not only caters to their desire for streaming personalized content, but that also improves overall convenience and enhances their hotel stay experience. For example, 42 percent of survey respondents further indicated that they would also like to use the same casting platform to order services such as in-room dining. Another 36 percent stated that they would like the ability to make on-site dinner reservations, while an additional 39 percent would want to leverage a system that allows them to easily locate information on available hotel services, such as gym or spa hours. Further enhancing guest convenience while potentially reducing labour costs, is the fact that 52 percent of respondents also wanted to be able to check out or view their bill via guestroom television.

TECHNOLOGY

More recently, the growing presence of virtual assistants and voice control technology in daily life has also substantially influenced how guests expect to be able to interact with hotel amenities such as guestroom televisions. This trend is further demonstrated with the HIS survey revealing that 60 percent of respondents desired such functionality in order to control television functions without needing a remote control. Again, reflecting what is occurring in consumer homes, an additional 59 percent also wanted a comprehensive platform to include voice control over guestroom lighting while another 65 percent wanted to use their voice to manage thermostat settings. Such findings reinforce the notion that todayâ&#x20AC;&#x2122;s guests expect hoteliers to offer the same level of technology when it comes to entertainment and convenience that has now been available to them for several years. With reputable solution providers now able to equip hoteliers with platforms that not only cater to such needs but that also provide properties with additional revenue streams, hoteliers can always ensure that their guests are satisfied with their guestroom entertainment experience while guaranteeing that any investment is always more than worth the cost. AccomNews

Accom shines with solar

For a nation which prides itself on care for the natural environment, New Zealand has been slow to embrace solar.

performance for water use, waste management, indoor environment quality and general energy efficiency on a scale of zero to six stars six being the most efficient. Properties with a NABERS rating of four or higher can deliver significantly higher returns than lower or nonrated properties, with solar power a major contributor to achieving a rating increase. The Green Star is another internationallyrecognised voluntary ratings system which assesses the sustainability of building design, construction, and operation. Again, a good Green Star rating can make your accommodation a more appealing proposition for potential buyers.

We’ve sat back, watched and learned as our sunny neighbours have surged ahead with solar development - and now we’re ready to jump. As Stuff reported back in July: “New Zealand’s renewable energy is at a tipping point and solar power is becoming more accessible and affordable.” In the national push to become 100 percent renewables-powered, the rapidly falling cost of solar power, coupled with quantum leaps in the efficiency of solar technology, is putting the sun firmly at the centre of energy generation in Aotearoa.

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For an accommodation business, installing solar power makes sense on numerous levels. It delivers: •

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Return on investment - as electricity prices rise, solar power costs are falling. Payback on commercial solar installations varies depending on installation costs, brands and technology but can be achieved in as little as three years. Stable costs - solar systems have a design life of several decades, providing predictable energy costs in a volatile market. Greenhouse gas reduction - Every kW of solar power installed can reduce greenhouse gas emissions by more than two tonnes a year. Star ratings - NABERS (the National Australian Built Environment Rating System) measures building

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•

Marketing opportunity promoting green credentials to guests can be powerful, particularly when every kW of your accom’s solar power can reduce greenhouse gas emissions by more than two tonnes a year. Solar power is a highly visible commitment to the environment. Happy workers - research shows modern workers want to feel good about who they work for. Evaluating their employer’s green credentials is part of their career decision-making process.

Set ups Solar set ups vary in size and complexity depending on the scale of your accommodation business. Smaller properties will most frequently fall into the 30 to 100kW category, while larger hotels and resorts generally requiring systems generating more than 100kW. Specialist commercial fitters are required for both, and installations must be approved

by local electricity networks to ensure they include systems to protect the grid from the electricity they can generate. Both systems attract different payment rebates: Anything under 100 kW is eligible for STCs (smallscale technology certificates) - rebates paid in advance as an upfront discount of the cost of a system. Over 100kW and you’re into LGCs (large-scale generation certificates) which require systems to be accurately tracked using a meter, reported and claimed each year. Larger commercial systems also tend to attract approval conditions which can add to costs and affect your system’s projected savings if an installer has not factored those costs in. The lesson is that it’s vital to choose a reputable commercial solar installer who will supply a quality system appropriate to your businesses’ needs, provide ongoing maintenance and give you an honest picture of the costs involved.

Solar hot water Accommodation properties expend thousands of litres of hot water on servicing guests. From water used for showers and linen washing to requirements for food service, solar thermal systems can dramatically reduce water heating expenses.

Heat pumps provide added energy efficiency to solar hot water systems. Using the same reverse cycle technology as air conditioners, they transfer heat or cold to pool water using a titanium heat exchanger. And a new generation of super-efficient solar variable speed pumps, which only kick in at the level necessary for a specific function (filtration has a different energy requirement to heating, for example) also help create big savings over time. Industry view: Industry view: Tom Boadle, CEO of Sunbather Since 1974, Sunbathers’ recommendation for energy efficient pool heating has not changed and goes like this in order of priority: 1.

Solar pool heating must be the primary pool heater. It’s by far the cheapest to run.

Install a pool cover. You’re simply insulating your pool to retain the heat, much like your home.

If you still need more, use gas or electricity as a “top up” heater to keep those bills down.

Another reason to invest in solar and covers is that the return on investment has improved markedly with rising energy prices. Sunbather audits show:

Quality providers can design and engineer solar thermal systems for numerous applications to create a 70 to 78 percent energy reduction, with a payback generally completed within three to four years on a system with a lifespan up to 30 years.

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Solar pool heating will pay for itself in around three years. It lasts over 20 years.

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Pool covers will pay for themselves in around 18 months. They last for around ten years.

Solar hot water used for pools and spas provides consistent warmth during the summer months and significantly extends the swimming season, with virtually no running costs.

For pool operators, these numbers cannot be ignored, as the investment return is massively greater than other energy equipment such as LED lights, or photovoltaic panels on the roof. ■

ENERGY & RESOURCES

Summer 2019 - Issue 43

Want to get more from your pool? By Peter Haddon, Managing director, Heliocol

Many commercial pool owners are realising their pools could be used more. Often the reason for this lack of consistent use is simple – the water may not be warm enough. So, what are the options?

1. Gas heating Gas heaters provide flexibility to the commercial pool owner because of their rapid heating ability. Gas heaters can easily maintain any desired water temperature, as typical sizing is based on providing heater capacity capable of achieving a 14°C rise in water temperature in 24 hours. This allows a cold pool to be heated to a beautiful 28°C 30°C in around one day, even in winter. This heating strength makes gas perfectly suited for pools that are used for entertaining.

2. Electric heat pump Heat pumps work like a reversed air conditioner. They draw in large quantities of air from the atmosphere; extract the heat contained in the air and transfer it to the water from the pool or spa passing through the unit. Heat pumps can provide energy to the pool that is many times the amount of energy they take to run. This factor is called the heat pump’s co-efficient of performance or COP. Combined with their highenergy efficiency, heat pumps are also ideal for connection to off peak or time-of-use electricity pricing.

3. Solar Solar heating uses the sun’s radiant energy to heat the pool water as it passes through Summer 2019 - Issue 43

thousands of tiny tubes contained within the collectors. These collectors are installed on a sunny section of roof and connected to a pump that draws the pool water from the pool and pumps it through the tubes where it absorbs extra heat from the sun, warming the pool water before returning it to the pool. This process happens automatically whenever the pool water is below the pool operator’s desired water temperature and whenever the roof temperature is enough to pass heat to the water. A solar heating system on a commercial pool provides the owner/operator with an environmentally friendly/low carbon footprint option. Its only running cost is the secondary pool pump to circulate the water to the solar collector.

Reputable pool heating companies will offer a free, noobligation analysis of the solar heating requirements. If an existing gas or electric heater is in place, this analysis should be accompanied by a report showing potential energy savings, return on Investment figures and environmental savings.

What about a combination? A solar/gas or solar/heat pump combination is often favoured by commercial pool operators. A combination system provides the high energy savings of solar with constant year-round pool water temperatures provided by a gas or heat pump system. If a commercial pool operator is already using a gas heater or heat pump, and wishes to now enjoy some energy savings, the solar system can

ENERGY & RESOURCES

still be installed. An important component of the combination solar/gas or solar/heat pump installation is the system controller. This device controls the operation of both heaters to ensure the maximum energy savings are drawn from the solar system whilst still allowing the pool to run at the operator’s desired temperature.

Where to from here? Contact a reputable heating supplier/installer who can offer • • • •

A full heating analysis, Installation of the best system or combination, A strong warranty, Customer service back-up.

Information provided by Heliocol Commercial Pool Heating and extracts from the Rheem Pool Heating website. AccomNews

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