AccomNews - Winter 2019 by Multimedia AU/NZ

AccomNews The essential industry guide

Issue 45 | Winter 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 Winter Issue Front Desk Editor’s note: Shiny awards... but tarnished rewards

Industry

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EDITOR Kate Jackson, editor@accomnews.co.nz

Hospitality NZ Report: Fairness and transparency must be the new modus operandi 06

ADVERTISING Tim Svenson, t.svenson@accomnews.co.nz Dee Dawson, d.dawson@accomnews.co.nz SERVICE Gavin Bill, service@accomnews.co.nz CONTRIBUTORS

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

AccomNews - Winter 2019

B&B NZ Report – The musings of a traveller

HPNZ Report – Parks devastated by loss

Management Upcoming HPNZ event a highlight of the Kiwi calendar

HIC delivers standout performers

Train your staff to capture direct bookings

Seekom conference - what the industry demanded!

What’s Hot

Sudima, Hind Management and Hotel Interiors: Create magic

Stylish refurb for lakeside Rotorua hotel

Rydges Wellington Airport Hotel: Haere Mai 21 Pakiri Beach Holiday Park: Enjoying the great outdoors in the lap of luxury 24 From dishie to director

Technology

Why device charging matters

Benefitting from self check-in kiosks

Experts weigh in on accom’s future top tech trends

James Cook Hotel Grand Chancellor: Genuine focus on sustainability

Housekeeping The wash up on bathroom dispensers

Marketing Telegraph you accom with the right signage 42 Three reasons why Facebook and Instagram dominate accom marketing 44

Refurbishment Game changers in holiday park refurbs

Your hotel lobby - your statement

Safety & Security Emergency lighting: How safe is your property?

Human Resources

Ahmed Youssef, Alexis Batlle, Brendon Granger, Doug Kennedy, Fergus Brown, Gary Bowering, Julie White, Karen Dade, Kenneth Law, Leanne Harwood, Rayma Jenkins, Sally Attfield, Tambourine, Terence Baker and Vee Kessner

KEY

TIA Report – The good and the bad

Profiles

STAFF WRITER Mandy Clarke PRODUCTION Richard McGill, production@accomnews.co.nz

55 FRONT DESK

For the joy of cooking

Why trainees exposed to diverse roles will make better leaders

Clothes maketh the brand…

Food & Beverage To F&B, or not to F&B, that is the question

What does your caddy say about you?

Property Linking properties with owners

www.accomnews.co.nz

It’s awards season for the accom industry, and great to see star performers from GMs to apprentices recognised for their eﬀorts. Of course, our hardest workers are rarely the ones standing in the spotlight. Mum-anddad operations all over the country don’t survive without actual mums and dads working ridiculous hours for rewards which are increasingly being diminished by industry players competing to take a cut. Short stays and the unlevel playing field argument aside, there is a simmering anger among Kiwi small accom business owners at the way their profits are being eroded, bit by bit and day by day, by ‘industry partners’. Lately we’ve seen

the human cost of Danish start-up Nustay, the ‘race to the the newest among bottom’ on price. a raft of similar operators, looking Then there’s to take a chunk bed taxes. A of the big OTAs’ great solution to market by trawling New Zealand’s the internet for issue of tourism wholesale pricing infrastructure and listing funding if you’re an properties at Kate Jackson, average ratepayer bargain basement Editor, AccomNews or a café/ gift rates without the editor@accomnews.co.nz shop/dive boat/ owner’s knowledge. ski hire operator, The result is but another illustration punitive measures by the major of injustice if you’re a OTAs against said operators, who standalone accom owner. feel utterly disenfranchised by the inability to control their own It takes time, resilience and pricing - and destinies. Nustay, determination to fight your meanwhile, is complaining to corner. Hoteliers have come European Union regulators that together in recent weeks to Expedia and Booking.com are form a new organisation to do trying to erase competition by just that, and on the bed tax issue they enjoy the support punishing properties listed on of TIA and Hospitality NZ. its platform. True or not, it seems But every time a new threat no-one gives a damn about

emerges to nibble away at the edges of RevPAR, particularly if you’re a small-town motelier with very little clout, it lessens the enjoyment and heightens the stress level of running an accommodation business. As a former property owner with many amazing memories of my time in accom, it’s tough to hear competent, experienced operators saying things like: “How do you win?” and “You sound like you have been in the industry. You are so lucky to be out”. Aotearoa’s hotels are trailblazers for the concepts of ‘wellness’ and ‘sustainability’ right now. While we toast our high achievers this awards season, it’s worth remembering that as an industry, we need to keep fighting for the wellness of those not standing in the spotlight, and for the sustainability of their accom businesses. ■

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FRONT DESK

AccomNews - Winter 2019

EDITOR'S NOTE

Shiny awards... but tarnished rewards

HOSPITALITY NZ

OTAs: Fairness and transparency must be the new modus operandi Protecting our guests and ensuring consumers receive fair and transparent information when booking online is a fundamental consumer right. When we have reached a stage where accommodation providers are asking for control over the pricing of their own rooms, and consumers are asking for transparency regarding the “deal” or “discount” they are presented with by Online Travel Agents (OTAs) - it is clear that something has gone too far in the wrong direction. That is just the tip of the iceberg of why Hospitality New Zealand encourages the government and the Commerce Commission to look in to the misleading and unfair practices that have become the standard operating practice of some OTAs, and take immediate action to regulate. There have been some positive movements earlier this year in Australia and the UK, to regulate the behaviour of OTAs, which has become a growing concern for consumers, operators and owners alike. However, in New Zealand, we still have some work to do, which is why Hospitality New Zealand is escalating our concerns to the Commerce Commission and calling for better regulation of OTAs. This is of the utmost importance to safeguard both accommodation providers and consumers. Many of our members who use OTAs are currently struggling with unfair practices, which have seen them lose control over the rate of their own rooms and their revenue. OTA practises such as price quality scores, price margin discounting and loyalty programmes (such as Booking.com’s Genius programme) are driving a race to the bottom. This becomes particularly problematic when a “disruptor” such as Danish OTA Nustay enters the market,

AccomNews - Winter 2019

Many of our members who use OTAs are currently struggling with unfair practices, which have seen them lose control over the rate of their own rooms and their revenue Julie White, Chief Operating Officer, Hospitality New Zealand

leaking low rates (without the accommodation providers’ knowledge or consent) and driving the price down to a point where discounting is triggered by other OTAs. The result of this is accommodation providers are finding their revenue significantly eroded by OTA price wars, as they lose control of their own rate and revenue. If consumers believe this race to the bottom only impacts the accommodation sector, or if owners believe they are exempt from the woes of operators, they are unfortunately misguided. The cost of the OTAs commission and erosion of profit will be split between consumers and owners. Consumers may find increase in pricing and less choice. Accommodation providers may increase prices due to OTA fees and have less money to invest back into their property (and less incentive to build in new accommodation). While the middle man can have a useful role to play in marketing and selling a product, it seems obvious that the owner of that product should have some fair and reasonable control over the marketing and sale of it. Essentially, we have now reached a point where we need a “fairtrade” approach to OTA practices, for the benefit of both operator and guest. Many consumers are under the impression that booking via an OTA provides them with the convenient USP of

being able to easily find the “cheapest” or “best” price at their chosen property or location.

penalised for an unrealistic guest expectation, based on misinformation by the OTA.

While the accommodation industry has advised that guests can typically get the best rate by booking directly at their chosen hotel or motel; information from investigations conducted in the UK and Australia suggests that customers that book using some OTAs and meta search engines are often being misled as to the actual value of the room they are being sold.

The impression that this misleading marketing leaves on guests has also resulted in some cases in a damaging miscommunication between guests and operators. It has led to a situation where some guests have confused the message that it is better to book direct, with the impression (created by OTA marketing practices) that the price of hotel rooms can be knocked down and discounted at will.

In many cases, consumers are being led to believe that they can, for example, purchase a $400 room for a bargain price of only $150 via OTAs. In reality, those consumers would be less than satisfied to learn that that this $400 dollar room, may in fact be $150 or $200 room remarketed by the OTA as a larger discount than it really is. This practice is obviously unfair and misleading towards the customer. It is also having a negative impact on customer perception of the industry and individual operators. If you believed you had been sold, for example, a $400 room (at a reduced price), and walked into a $150 room on check-in – would your expectations of the experience be met? Would you be likely to feel satisfied and that you had got value for money? Would you leave a five-star review? Under these circumstances, it is difficult for even the very best hospitality professionals to meet their guests’ expectations – and accommodation providers will find themselves unwittingly

INDUSTRY

This has resulted in surprising stories from our members of walk-in customers who believe they can haggle their way down to a better rate, and are frustrated if their attempts fail. This miscommunication regarding the value of the product and the running costs for operators is a direct result of misleading communication by OTAs regarding pricing and discounts. Consumer rights are a fundamental right in New Zealand, and it is of the utmost importance that the accommodation sector is empowered to protect their guests from being deceived or mislead. To undo the negative impact of these misleading and unfair practices by OTAs, Hospitality New Zealand would like to see central government and the Commerce Commission take responsibility for regulating OTAs, and ending these damaging practices. ■ www.accomnews.co.nz

TIA REPORT

The good and the bad:

Hotel challenges and opportunities There’s a lot happening in the hotel space just now, both good and bad. The goose is still laying, although her golden eggs have become a bit smaller. And there was a lot of concern at the recent New Zealand Hotel Industry Conference that the government is attempting to kill her, given the additional burdens being placed on the hotel sector. So here is my round-up of key points, both good and bad, from the conference. Good: The 2019 New Zealand Hotel Industry Awards confirmed that there is an abundance of great talent in our hotels. The winners of the 12 individual awards and the environmental initiative award highlighted fantastic people and innovation across the sector. Congratulations to all winners. Bad: Most properties continue to experience challenges in recruitment. There are not enough suitable Kiwi applicants and there seems to be no immediate prospect for improvement to the delays in processing work visas. An Immigration New Zealand representative told the conference that they have been caught out by an unexpected increase in applications, coupled with an internal restructure and (ironically) staff shortages. www.accomnews.co.nz

doesn’t measure peer-to-peer accommodation activity. But we are hugely disappointed at its abrupt cancellation, and are keeping the pressure on the government to find a solution. Good: International visitor numbers are still growing, although the annual growth rate has fallen to less than two percent. Domestic tourism is steady.

Sally Attfield, Hotel Sector Manager, Tourism Industry Aotearoa

TIA will continue to push for improvements to these unacceptable delays. Good: The recent cabinet reshuffle saw the appointment of an associate tourism minister, Peeni Henare. TIA asked prime minister Jacinda Ardern to appoint an associate minister last November. We are delighted that she has taken heed of our call and is giving tourism minister Kelvin Davis support with his busy workload. TIA will continue to raise hotel-related issues with both ministers. Bad: The government has cancelled the Commercial Accommodation Monitor, the official monthly measure of short-term commercial accommodation activity. We know this survey is not perfect - for example, it

Bad: Growth is much softer than it has been and 2018 was clearly the peak for the accommodation sector. The May TIA Hotels results show negative growth across occupancy, ADR and RevPar. With no major events on the horizon until 2021, when APEC and the America’s Cup will take place, there seem to be few short-term prospects of seeing an upward swing. It’s clear that New Zealand’s tourism industry as a whole, and the hotel sector in particular, has entered a new phase where growth will be less spectacular than over the past five years. Good: Local government elections are taking place in October, so this is an ideal time for hotels to ensure their voices are heard by their local candidates. Make sure they know about the value the hotel sector brings to your community, in terms of economic opportunities, jobs and vibrancy.

INDUSTRY

Bad: Queenstown Lakes District Council has recently received a mandate from its residents to pursue its goal of introducing a local bed tax. This follows the targeted rate on commercial accommodation providers brought in by Auckland Council last year. Although tourism minister Kelvin Davis has said that a bed tax would be specific to Queenstown if it goes ahead, local councils around the country are watching with interest. It was heartening to hear strong support from conference delegates for TIA’s proposal that central government should return a proportion of the GST generated by international visitors to the regions. These funds would be used for local tourism infrastructure. The new Hotel Owners Association, announced at the conference, supports this policy and we look forward to working with them to the hotel sector’s benefit. Overall, the golden goose is still alive. But in the words of one conference speaker, the government has been very good at collecting the golden eggs. It’s about time it fed the goose instead of continually plucking it. TIA continues to be strongly committed to protecting the goose’s welfare. ■ AccomNews - Winter 2019

B&B NZ REPORT

The musings of a traveller The little things that matter. Having just returned from a wonderful holiday it is opportune to reflect on the things that made our stay in inns and hotels comfortable and at the risk of seeming negative - the things I wished were there. Givens are cleanliness and comfort, but what I really appreciate in a room is the opportunity to make tea and coffee. In other words, a kettle or as we found in some accommodations, a microwave to heat water in cups or mugs. We did appreciate the Nespresso-type machines but being committed to sustainability I do struggle with the wastage from capsules but, hey, I guess the packaging around individual teabags and coffee sachets is also wasteful. In America kettles are certainly not a given and we did miss being able to make a hot drink, not caffeine loaded, at the end of our day. Some properties were adapted from a historical building and

top - not snuggled into the fill. However, in our own B&B rooms they are those lovely soft ones so an investment is to be made! Thank you to all of the hosts who provide large spa towels that you can wrap yourself in completely. Is the investment so much more? Large fluffy towels turn the ordinary into extraordinary and add such luxury for so little investment. This is my pet love.

Rayma Jenkins, President, Bed & Breakfast Association New Zealand

hence some of the rooms were small, but comfortable seating for two people is also welcome and of course as operators it does keep people off the beds in their outdoor attire and even shoes. Sometimes this is in a guest lounge or on the deck but just “chilling out” is not always comfortable in public spaces and in the temperatures we experienced, the outdoor seating was not always an option. Comfortable beds are a personal choice and we did not experience any that were not, but I am coming home to invest in a firm pillow option for our guests. I did miss having my pillow that keeps my head on the

It was hot and providing ice is something that the Americans do well. Many properties have ice makers and if not, iced water and even iced tea is available. We used many bottles of water kindly provided by the hosts but would equally have been happy with a carafe to avoid the plastic. Waking up to the news this morning that Glastonbury went plastic bottle free proves that it can be done and as long as the tap water is drinkable, there would not be any queues either! As we strive to be more sustainable, we will continue with our carafes with the option of cold filtered water available in the guest fridge. In our home city we have had to adjust to chlorine in the water and as we previously had lovely, chemical-free artesian

water for drinking we have made commercial water available but in a large receptacle from which bottles can be filled. Plans are to install a filter, if chlorine is going to be the long-term solution. Being hosts ourselves we are not very forward in asking for things that are not obviously available. In a lovely inn we had a small kitchen – microwave, bench and sink and fridge with mini bar but imagine our surprise when we discovered there was no kitchen equipment. Not even a mug to heat water. On check out, I did ask why. The reply: “We only provide it if we are asked. Perhaps we had better put a note in the kitchen”. Of course they should, or in a compendium (or on an ipad or other device as is becoming popular) to explain what is available at the inn, their policies and the pool rules and all that other important information. Whilst compendiums are the rule rather than the exception in New Zealand, it is not until you do not have one that you realise how they do enhance your visit. Our holiday was wonderful, with amazing experiences and many of those little things enriched it. Small investments for improved guest satisfaction. ■

HPNZ REPORT

Parks devastated by loss The valuable holiday park sector is devastated to be losing one of its most vital official datasets. Holiday parks account for more than a third (36 percent) of New Zealand’s commercial accommodation capacity and provide more than eight million guest nights a year to both international and domestic travellers. However, the sector’s ability to measure its contribution to New Zealand’s economy will be severely compromised by the government decision to stop carrying out the monthly accommodation survey.

AccomNews - Winter 2019

and movements, providing guest night numbers, capacity, number of establishments and occupancy rates. It has been carried out by Stats NZ for the Ministry of Business, Innovation and Employment but is being discontinued from the end of September, as the result of a dispute between the two agencies.

Fergus Brown, Chief Executive, Holiday Parks New Zealand

The survey provides information about commercial accommodation activity at national and regional levels. It also tracks visitor volumes

HPNZ’s 300 member parks are hugely disappointed at the loss of this key data. The government has just released the New Zealand-Aotearoa Government Tourism Strategy which has, as one of four priorities, providing better data and insight to support the industry.

INDUSTRY

The Accommodation Survey information allows holiday parks to benchmark their performance against other similar parks and regions, and against other types of accommodation. There are no other official sources for this type of information. Although the Accommodation Survey has some shortcomings, we cannot afford to be left without any measure of the sector’s performance. We are aware that MBIE is working on a replacement for the Accommodation Survey and we will work with them to ensure that holiday parks information needs are met. ■ www.accomnews.co.nz

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Upcoming HPNZ event a highlight of Kiwi calendar By Kate Jackson, Editor

Sustainability Commitment. “We now have over half our member parks signed up the TSC and we would like to see this lift to 100 percent”

Every year, the Holiday Parks New Zealand Conference is a highlight of the Kiwi accom calendar. It brings together many of the biggest figures in the tourism accommodation industry with park managers from across the country, presenting a unique opportunity to network, learn about products and latest innovations and chew the fat on some of the big industry issues. At a time when international visitor growth is slowing, the sector is a particularly important driver for the tourism industry. Holiday parks guest nights are made up of 35 percent international visitors and 65

percent domestic visitors. In the year ended December 2018, holiday parks hosted 8,365,433 guest nights, up 5.8 percent over the previous year, and guests contributed more than $1 billion in direct expenditure to local communities.

we are excited about getting together with our members and preparing for the year ahead.”

HPNZ chief executive Fergus Brown said: “The 2018/2019 summer has been a good one for holiday parks and

“Our conference theme this year is building better business and we will be focusing on both the Tiaki Promise and the Tourism

Brown says the annual conference, held this year in Te Papa, Wellington, will be inspired by two overarching principles.

Excited about

The Tiaki Promise is a national initiative designed to help all travellers to New Zealand care for people, place and culture, for now and for future generations, while the Tourism Sustainability Commitment aims to see every New Zealand tourism business committed to sustainability by 2025. The conference kicks off on Wednesday July 31 with trade exhibitions showcasing the latest products and services and seminars by key industry names in property management software and digital marketing - including heavyweights Seekom and RMS.

Grow your revenue and free up your time with Rooms Online

exhibition Rooms Online are excited to be exhibiting at the 2019 HPNZ conference. Rooms Online are now partnering with several holiday parks across the country, and our specialised revenue management team have proved fantastic results. “Our revenue is tracking good against last year, the proofs in the pudding, this is a good service and we’re looking at a long relationship. Rooms Online is helping me rethink the process and about looking ahead. Dynamic pricing and dealing with the OTA’s including running promotions wasn’t something I really focused on before because of my frustrations.” Rooms Online believe that simply increasing rates because it’s traditionally a high season or lowering them because it’s a low season isn’t necessarily going to ensure you’re maximising the potential revenue. Accommodation providers need to look at what’s happening in

AccomNews - Winter 2019

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Thursday August 1 sees panels and forums featuring sector leaders including Tourism minister Kelvin Davies, Corporate Anthropologist Michael Henderson, Tourism New Zealand chair Jamie Tuuta, Department of Conservation CEO Lou Sanson and Tourism Industry Aotearoa’s Chris Roberts. An afternoon Q&A session follows invaluable ‘insider tips’ offered by experienced park owners Isobel Creswell, Debbie & Repi Wright, Dan Fraser and Gordon Collister alongside TIA Hotel Sector Manager Sally Attfield. Nigel Latta, psychologist, author and host of the television shows Beyond The Darklands and The Politically Incorrect Guide to Teenagers wraps up the daytime forums before the evening brings HPNZ’s annual awards dinner. Chris Roberts said: “The Holiday Parks New Zealand Conference is a fantastic opportunity for members of the holiday park sector to network, celebrate successes, and learn more about this invaluable sector.

The 2018/2019 summer has been a good one for holiday parks and we are excited about getting together with our members and preparing for the year ahead “Many holiday parks have committed to the Tourism Sustainability Commitment and we hope to see more do so.

operators getting really

“These operators are adopting

innovative with how they

the TSC into their business

contribute to their community,

plans, and attending the Holiday

protect their local environment,

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AccomNews - Winter 2019

HIC delivers standout performers - and a sugar hit By Mandy Clarke, Industry Reporter

One of the largest and most important annual events for Aotearoa’s valuable hotel sector kicked oﬀ in June at Cordis Auckland. AccomNews spent day two of the New Zealand Hotel Industry Conference 2019, co-hosted by Horwath HTL and Tourism Industry Aotearoa, checking out exactly what the event has to offer. The programme featured a variety of outstanding international and New Zealand speakers and provided an excellent networking and business opportunity for all. The trade exhibition was varied and interesting and of course everyone was full of anticipation for the gala dinner and presentation of the prestigious New Zealand Hotel Industry Awards. Important topics such as tourism targeted taxation and industry living wage were covered throughout the morning. Regarding taxation issues, Lani Hagaman, executive chairwoman of the Scenic Hotel Group board made this point on behalf of accom providers: “All we want is a level playing field.” Heidi Kunkel, vice president operations Australasia, represented Hilton Hotels and Resorts in their 100th year of operation and announced the arrival of a Doubletree property next year: “Our objective is to double our footprint in New Zealand.” A mid-morning discussion about dealing with industry change was chaired by Chris Roberts, chief executive of Tourism Industry Aotearoa, where Simon McGrath, chief operating officer Pacific, Accor talked about the “scale and strength” of accommodation experiences.

The programme featured a variety of outstanding international and New Zealand speakers and provided an excellent networking and business opportunity for all. experience should be “relevant and specific”, giving the example that a genuine “Queenstown hotel experience should be provided by a Queenstown team, thinking Queenstown and living in Queenstown”. Tim Alpe, chief executive of ‘new kid on the block’ Jucy Snooze, described how they have innovated the backpacker model, providing “very customer-centric pod hotels” which successfully appeal to a much wider clientele, with guests aged from 18-80. Brent Thomas, head of public policy for Airbnb, described the many upside opportunities of what started as a blow-up mattress in a spare room and now provides 2.3 million guest check ins. He said: “Airbnb continues to grow with the launch of Airbnb experiences.” After lunch, Westpac chief economist Dominic Stephens gave an overview of the current, slowed economic climate. He described how China, Australia and the UK economy have endured a sharp slowdown which has adversely affected

international visitors, but he feels this downward trend will start to stabilise over the next year. On the bright side, USA visitor numbers are up, as are domestic travellers. A high point of the day was the sugar rush from the presentation by Philip Poole of Whittakers Chocolate, New Zealand’s most trusted brand (awarded by Reader’s Digest eight years in a row). The incredible story of the rise of this family-owned business, which has overtaken the All Blacks as New Zealand’s most loved brand, was fascinating. The main industry ‘take aways’ from the afternoon panel were...

On industry staff shortages: “We feel the pressure of finding talent. It is not about experience and skill it is more about attitude,” said Bruce Garrett , managing director, Brook Serene Hotel Management. “We are not selling our industry as a desirable work career,” said Pipiana Whiston, general manager, Millennium

I am the figurehead of the business; I am also faceto-face with people. I am in the industry for people

He argued a regional/local

AccomNews - Winter 2019

MANAGEMENT

Hotel Rotorua and winner of general manager of the year. Sally Att field, hotel sector manager for Tourism Industry Aotearoa, announced the introduction of scholarships to entice newcomers into careers in hotel management. Four bursaries worth $3000 each will be awarded for study in 2020. Applications will open later this year for candidates entering their final year of study on a hotel management or business degree with a major in hotels/hospitality.

On the changing role of the general manager: “This is not a job it’s a lifestyle,” said Nicole Lawson, group general manager, Jet Parks Hotels. “Along with everything else you need to be far more commercially astute,” said Scott Hamilton, general manager, Intercontinental Hotel, Wellington. “I am the figurehead of the business; I am also face-to-face with people. I am in the industry for people,” said Paul Columbus, general manager, Novotel & Ibis Budget Auckland Airport Hotels. Richard Bungeroth, general manager, Te Waonui Forest Retreat, talked about how he entered the industry because of his love of travel. He said: “It is an amazing industry!” The day ended with keynote speaker Rt Hon Sir John Key, GNZM, AC who talked about the genuine warmth of NZ hospitality that international visitors love so much. He also spoke about the opening of more long-haul Air New Zealand flights throughout the USA and the introduction of the Boeing 787-9 Dreamliner aircraft which is currently benefiting the tourism industry enormously. www.accomnews.co.nz

Altitude - Make your hotel smart Altitude delivers a range of hospitality services to enable you to connect with your guests, increase productivity, and drive additional revenue. Engage with your guests like never before through mobile apps, self-service kiosks, digital registration apps, guest marketing tools and digital signage system. Staff efficiency is enhanced through a complete digital hotel management system; including maintenance, housekeeping, reporting and more.

Introducing Altitude Guest Mobile App: The Altitude Mobile app enables guests to manage their own arrival experience and view your hotel information from their own mobile phone. Guest interactions, requests and feedback are centrally managed by logging directly into our Altitude Central Management system.

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Simple by Design – Guests download the app directly from the app stores, login and manage their own bookings.

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Directly Integrated – The guest app connects with your property management system, and the Altitude Suite which features marketing tools, loyalty programs and more.

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Fully Customisable – Create your own design with icon and image control through a centralised content management system.

Introducing Altitude Kiosk – The affordable self-service checkin and check-out

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Integrated – Connect directly to your PMS, payment services and key card providers.

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Guest Profile – Guests can opt into your email marketing directly and your guest data will be truly current with real time updates to your property management system.

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Easy setup – Simple tablet setup allows an affordable and quick setup. Are you ready to make your hotel smart with Altitude? www.altitudehq.com or contact@altitudehq.com.

The Kiosk app offers you versatility providing your guests with a seamless check in that is tailored to your specific requirements. Removing manual management of printing and filing registration cards, it saves your staff time to focus on the guest. No more paper!

MANAGEMENT

AccomNews - Winter 2019

Train your staff to capture direct bookings Front-desk employees have the power to encourage known regular guests to book direct. Here are some tips on how to help train your front-line staﬀ on increasing conversions. When I attend hotel industry conferences, it seems that hoteliers everywhere are talking about the growing costs of customer acquisition and how important it is to secure direct bookings. Yet when I conduct training workshops for front desk and reservations staff, it seems few are talking about this subject with those who are in the best position to actually do something about it. To illustrate this point, I’ll share a recent observation. While standing at the front desk of a hotel waiting to meet the GM for dinner, I overheard a phone conversation where a front-desk agent asked, “What website are you looking at, sir?” It became obvious that he was fielding a call from someone shopping on an online travel agency and trying to match room types he saw there with the more extensive images he was seeing at the hotel’s own website. By the way, it was a slow night at the desk and there was another front desk colleague who was idle at the time. From my position at the side of the desk, I was able to watch as this polite young hotelier then visited the OTA website and patiently coached the caller through on how to locate the room he wanted. Later when I told the GM about this, she was a bit shocked, but I actually was not surprised at all. When I conduct training for frontdesk and reservations agents, I always ask if they know why it is important to encourage guests to book direct and how much booking via an OTA costs the hotel in commissions and fees.

AccomNews - Winter 2019

Most hoteliers would be amazed how frequently channel conversion opportunities present themselves if they were to challenge their staff and measure the results Doug Kennedy, President, Kennedy Training Network

Rarely do my participants have the answer; some even report thinking they are not supposed to sell against these OTAs. What would happen if I called your hotel and said I was looking online at Expedia or Booking.com and just double-checking a rate? When our Kennedy Training Network mystery shoppers make calls asking the above question, the most common response we hear is: “Yes, that’s the same rate I’m showing.” Our team then says “OK, should I book that with you, or…?” followed by a pause. The most frequent answer is “Whichever you prefer is fine.” Personally, I believe this is because too many distribution and revenue leaders seem to be so obsessed with online bookings that they have completely forgotten the role of real conversations. Sure, online channels are extremely important and worthy of attention, but that does not mean we should forget about voice and in-person engagement. To keep your attention, let’s do the maths. Let’s take an average daily rate of $129 and an average length of stay of 1.5 nights, giving us a booking value of $193.50. Based on an “average” OTA fee of 15 percent, it would cost $29.05 in acquisition fees, which flows straight to the bottom line and not out the door to a third party.

an OTA, that OTA does not take any of the operating costs such as payroll and only money right off the top!

conversion opportunities present themselves if they were to challenge their staff and measure the results. When our team listens in to real call recordings as part of our third-party call assessment service, we frequently hear evidence of callers shopping online while on the phone.

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These channel conversion opportunity calls are disguised as simple questions such as “Hi, I’m just checking a rate…” or “Can you tell me if the Premium Room has a direct view of…?”

“While I have you on the line, let me go ahead and secure this reservation for you right now so I can lock in the rate and put in that request.”

Beyond phone calls, the front-desk team can also convert known regular guests to direct bookings next time by simply engaging them in conversations at registration and especially at departure.

Examples:

“Ms. Flores, before I send you on your way today, may I book your next stay right now? I know we’re already getting reservations for next month, so I want to make sure we have you taken care of!” •

Consider a small incentive. Even a $1 or one percent commission on each direct booking will help motivate front-line employees, especially if managers celebrate and recognise the staff members when paying out this reward. This is far less than any OTA commission or booking fee.

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Post your phone number prominently on your website, especially when it displays on mobile devices.

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If you have in-house reservations staff, indicate so on your website with a call-out button right next to the phone number that reads “Call in-house reservations.” ■

Here are some tips for implementing a channel conversion training program at your hotel: •

Share this article and discuss this topic at your next front-desk or reservations meeting.

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Take your team through the exercise of calculating the potential savings to the bottom line based on your transient average daily rate. Ask them to estimate how many of the calls mentioned above they receive daily. Ask how many ‘regulars’ they know personally who book through third parties.

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Most hoteliers would be amazed how frequently channel MANAGEMENT

Then ask them to help the hotel keep this revenue in-house. Let them know that when this ‘currency’ flows outside the building to

Share some sample language the staff can use and have them practice saying it in their own words.

Originally published on HotelNewsNow.com.

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Seekom conference

- what the industry demanded! Congratulations to Seekom on the success of their very first conference. Held in Wellington during the first week of June, 70 properties and over 100 attendees were treated to presentations from: Hospitality NZ, booking.com, expedia.com and Airbnb, in addition to a range of workshops from the Seekom team. Seekom’s business development manager, Bernard Burke told us: “Connecting with busy accommodation providers is always a challenge so we were over the moon with the turnout and engagement of Seekom customers at the first annual Seekom Conference. “The event was an ideal way

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As the leading New Zealand PMS and Channel Manger it is very evident the benefits members enjoy due to our association to tell our valued customers about our innovative new software product – Seekom VenueRez – a cloud-based venue booking solution.” The conference was opened by Nick Hill from Hospitality New Zealand who talked about their special relationship with Seekom. He said: “As the leading New Zealand PMS and Channel Manger it is very evident the benefits members enjoy due to our association.” The Seekom team presented workshops on express checkin,

rate modifiers, along with many tips and hints on how to work with on-line travel agencies and utilise their worldwide distribution. Expedia and Booking.com with AirBnB all commented on their excellent relationship with Seekom.

Julie’s top industry advice we have a winning combination.”

Other keynote speakers included Julie White who spoke about the importance of yield management. Bernard stated: “This emphasized the fact that Seekom has automated dynamic rates, early bird rates and lastminute rates and along with

Bernard concluded: “Hosting this event proved to our team that Seekom is indeed a market leader. With 17 years in the business, we’re a company that continues to innovate and we are looking forward to planning our next conference!” ■

MANAGEMENT

Attendees were also able to enjoy networking time and an opportunity to sit down with the online travel agents (OTA’s) and Hospitality New Zealand.

AccomNews - Winter 2019

INTRODUCING ECOSTICKS The James Cook Hotel Grand Chancellor just eliminated 90,000 single use plastic tubes from their business by changing their guest amenities from tubes to Ecosticks, the New Zealand designed and manufactured world first paper-based packaging solution. Ecosticks are designed to breakdown in landfill, no complicated sorting or special treatment needed, you simply throw them in your general waste and they will then break down in landfill. Not only do Ecosticks use 95% less packaging than a tube or bottle, every one used is www.onelessbottle.co.nz

Healthpak

09 579 6268

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REDUCE ENERGY COSTS AND ENHANCE GUEST EXPERIENCE WITH INNCOM ELEMENTS INNCOM’s Integrated Room Automation System helps reduce guest room energy costs by 25 - 30%. INNCOM’s motion based occupancy control and synchronization of heating, ventilation and air conditioning systems with lighting and shading control help reduce energy costs, and offer ultimate convenience and comfort to the guests. The INNCOM Guestroom Management System also includes Elements, a revolutionary range of stylish wiring devices, created to perfection with the most exotic materials such as wood, leather, and stone.

Brantas International Technology Ltd

09 966 7662

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THE GLAMPER Would you like to offer your customers an accommodation alternative? Our Glamping Tents can be dressed up to suit your specific clientele. The cost to create and the potential returns make our New Zealand made tents, a very attractive accommodation option. The Glamper One of our most popular semi-permanent glamping options. Features an ultra- weatherproof PVC fly for peace of mind, highest quality Polycotton canvas for durability, breath-ability and aesthetic value, wooden flooring and framing, two sizes available, only quality materials, manufactured at Tasman Canvas Ltd, Motueka, New Zealand.

C E

AccomNews - Winter 2019

WHAT’S HOT

Tasman Canvas

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P 03 528 4640 W www.tasmancanvas.co.nz

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ARTEOR WITH NETATMO: SMART HOME MADE EASY In today’s world, digitalisation and networking are simplifying our lives and adding greater convenience. As technology transforms the way we work, communicate, travel and live, it also brings greater complexity. This is why Legrand, in developing Arteor with Netatmo, has sought to make networked digital technology as easy as possible, for designers, installers and users. The Arteor with Netatmo built in smart technology allows for direct control of the switches, sockets, lighting, shutters and more all from your smartphone or tablet. You can also control the Arteor with Netatmo range through your home digital assistants like Google Home, Amazon Alexa and Apple’s Siri.

Legrand

0800 476 009

nz.sales@legrand.co.nz

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HANG WITH ME! The iconic hanging pod chair is an ever-popular crowd pleaser offering fun, form and functionality. These aesthetically pleasing beauties are enjoyed by all in varying applications – perfect for hotels, resorts, office break-out spaces and residential. These pod chair never fail to please adding a touch of relaxed casual charm to any space. There is no time like the present to secure this special piece at a special price. We are offering a 10% discount to Accom readers until the 15th August or while stocks last. Contact us for a free quote.

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The Hotel Space

info@thehotelspace.co.nz

REVOLUTIONARY CASTING SOLUTION Your guests travel with their own devices and content. They expect your hotel to have up-to-date technology they can connect their own devices to. That’s why casting is now the norm. But in the hotel environment, it’s not as simple as installing a Chromecast dongle on every room’s television. streamCAST is an integrated casting solution that eliminates the risk of guest theft and damage since it doesn’t require dongles in guest rooms. This also enables faster and more affordable installation. streamCAST is scalable for properties of all sizes, regardless of whether there are 5 or 500+ rooms.

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Streamvision

0800 664 322

sales@streamvision.com.au

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ECOGLO HYBRID EXIT SIGN Ecoglo Hybrid Signs are the ultimate solution in emergency exit signage. A photoluminescent/ LED system which is failsafe and requires NO BATTERY backup, the hybrid sign is effective in all lighting scenarios meeting New Zealand Building Code (NZBC) Clause F8/AS1. Minimal maintenance and low power consumption further reduce ongoing costs. Ecoglo hybrid signs can already be seen in many facilities around New Zealand and Australia including hospitals, arenas and universities. Call us to find out how you too can benefit from Ecoglo hybrid exit signs.

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Ecoglo

021 318 981

WHAT’S HOT

miked@ecoglo.com

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AccomNews - Winter 2019

Sudima, Hind Management and Hotel Interiors

create magic By Mandy Clarke, Industry Reporter

Sudima Hotels has caused quite a stir with its new $40 million luxury boutique hotel in Christchurch City, not only because it’s the first new-build hotel in Christchurch since the earthquakes and one of the most beautifully designed and impressively environmentally focused, but also because it absolutely oozes style! Sudima Hotel’s chief executive Sudesh Jhunjhnuwala said: “We are very proud to introduce this new hotel to the Christchurch market.” It is an important milestone, being the first new-build hotel to open in the Christchurch CBD since the rebuild began, and it signifies the high level of confidence in the tourism sector and the local market, plus it is creating jobs.

AccomNews - Winter 2019

ways to reducing its carbon emissions and buying carbon credits to offset the remaining emissions so that it is effectively carbon neutral. Furthermore, Sudima Christchurch City is a single-use-plastic free hotel and it is the first hotel in New Zealand to have a plant-based bathroom range and biodegradable slippers.

Mark Flintoff, Hotel Interiors Sudima Hotel’s brand-new accommodation offering is well located on Victoria Street amidst an array of cafes, restaurants and bars in Christchurch’s CBD. The stunning 86 accommodation offerings comprise 45 king rooms, 33 twin rooms, six apartments and two executive apartments on the top floor. Quality dining is also offered at its Vice & Virtues restaurant and bar, and pampering is provided at Moss Spa. Most notably, the Sudima Hotel chain is the first in New Zealand to be carboNZero certified. This means it has committed in various

Sudesh said the group aimed for all its new hotels to be built to a standard that enabled certification to carboNZero as soon as possible after opening. Hotel Interiors were chosen to complete the brand-new fit out and AccomNews caught up with Mark Flintoff from Hotel Interiors to ask about the custom project at Sudima Christchurch City. He told us: “As a highly regarded manufacturer and supplier of hospitality furniture, we provide total flexibility and choice, offering custom made hospitality furniture and packages from the initial concept through to the delivery and installation. We are refurbishment specialists for both hard and soft interior fit outs and offer a single point of

PROFILES

contact, ‘project managing’ all your furnishing requirements to make it a seamless operation. “In March 2018 I was invited by Les Morgan from Hind Management to become involved with the internal guest room fit-out for Sudima Christchurch City because they believed that a world class boutique hotel such as Christchurch City required a bespoke five-star hotel fit-out.” According to Mark, the hotel design was a collaboration between Sudima Hotels and Ignite Architects and they envisioned a very five-star finish for this special property. Mark said: “For the fit-out, Sudima asked for good looks and longevity. We worked in collaboration with the architect and project managers Anna Mabey and Taryn Murray provided custom joinery, furniture, bed head, and soft furnishings that included artwork from a local artist (incorporated into the bed head), bedside tables, desk, dining table, media/TV cabinet, lighting, soft furnishings, occasional chairs, lounge sofa, cushions, and dining chairs. www.accomnews.co.nz

“Having a great design and design brief streamlined the manufacturing process for us and we flew Taryn from Hind Management to our manufacturing plant in Asia to view and make modifications to the prototype before it was shipped to Christchurch, arriving well ahead of schedule. Sudesh joined us and got to spend time on the prototype modifications as well as spending time with us and our factory managing partners.” Taryn told us: “I was impressed with the level of genuine care from the Hotel Interiors team. During development of the prototype, Hotel Interiors took the initiative to request further detailed information on product use and site restraints to create a prototype ready for use and transport. “Hotel Interiors are not a stereotypical ‘build to the drawings’ manufacturer, they

We specialise in furniture for hotels, motels, serviced apartments, resorts and refurbishments.

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considered if the resulting product was practical for the client use and budget, as well as meeting the intent of the architect.” Mark stated: “We are certainly very proud of these projects and from the feedback we have received from Sudima and Hind

we have very happy clients and their guests love the designs. Our furniture and joinery impressively arrived months before the official opening and well ahead of the schedule arrival date. We are excited that Hind Management have already recommended us to the developer of the next new build Sudima hotel in Kaikoura.”

Finally he added: “I am very happy with the job we have done for Sudima Christchurch City and I particularly love the bespoke design of the floating bed head we created by printing the stunning Aroha Gossage artwork onto canvas panels - it really is a very striking statement.” ■

rk now on +64 3 2880129 Call Dennis Clark Or Mark Flintoff + 61 426 646 822 admin@hotelinteriors.co.nz ors.co.nz • hotelinteriors.co.nz

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AccomNews - Winter 2019

Stylish refurb for lakeside Rotorua hotel By Mandy Clarke, Industry Reporter

Late last year, Hotel Interiors embarked on the fit-out for the refurbishment of 53 rooms in the Sudima Lake Rotorua Hotel. On the shores of the breathtakingly beautiful Lake Rotorua, the hotel is described as “a well-appointed home-awayfrom-home” with “all the facilities and features you’d expect from a Qualmark four-star hotel, as well as a few that set it apart, like the heated pool & spas”. This project’s scope was to upgrade one block of rooms in conjunction with the earthquake strengthening work that was underway. Sudima Hotels took advantage of the block being closed to guests to upgrade these rooms to a modern, clean look and install new technology. Being a refurbishment, Hotel Interiors furniture and joinery needed to provide a new look for the rooms while also allowing for existing appliances and the restrictions of the existing building construction, such as integrating cabling and limited site access. Hotel Interiors provided a practical look at the architect

AccomNews - Winter 2019

drawings and communicated any questions on the intended use of the pieces through to the Sudima project team. The result of these discussions was, once more, an improvement on the durability of the designs by addition of strengthening details, as well as suggestions for aesthetics. The installation of the units was undertaken by Sudima Hotels, and Hotel Interiors greatly aided this process by providing step-by-step instructions and creating the pieces in easyto-assemble sections which were securely joined at site. Project Manager, Taryn Murray said: “I was impressed by the manufacturing team and how they had already incorporated additional support into the wardrobe shelving before we arrived to look at the prototypes. “Due to the variance in computer displays, another challenge was the furniture fabric. However, once we arrived at the factory there was a range of fabric substitutions ready to select from if we weren’t completely happy with the prototype colour. “Overall my impression of Hotel Interiors is they are as invested as we are in seeing a good product go out the door without increasing approved budgets.” ■ PROFILES

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Rydges Wellington Airport Hotel

By Mandy Clarke, Industry Reporter

The first hotel in New Zealand to be fully connected to an airport terminal opened at Wellington Airport earlier this year and is destined to be a run-away success. The fabulous Rydges Wellington Airport Hotel features 134 rooms, a bar and restaurant and a refurbished conference centre that promises six meeting rooms with capacity for up to

160 people. Uniquely, the hotel has direct access from inside the main Airport terminal, making the “Rydges Wellington Airport the very first fully integrated airport hotel in New Zealand”. Excited Wellington Airport CEO Steve Sanderson said: “Tourists, business people and travellers from the wider Wellington region who are flying out early or arriving late will find the hotel an ideal option - they’ll enjoy a great night’s rest and an easy walk to the terminal.” The hotel took 22 months to complete and is part of a wider

infrastructure development programme currently taking place at Wellington Airport. The programme includes a new transport hub and multi-level car park (opened in late 2018) and a $15 million, 6,000 sqm food and beverage and retail upgrade in the airport’s main terminal, taking place over the next 12 months. The hotel is “a plane spotter’s delight”, with most rooms looking directly out over the runway with extensive views out to beautiful Lyall Bay. But most importantly, the hotel provides a warm and welcoming space for

travellers. Designed by Archaus Architects, the hotel has a quiet charm that evokes rest and relaxation and it showcases a variety of interesting original artworks throughout the property, exhibiting prominent New Zealand artists like Peter Hackett in the hotel’s lobby and entranceway. Each guest room also has a one-of-a-kind commissioned black-and-white photograph of a different central New Zealand location. Wellingtonborn sculptor Sam DuckorJones created the ceramic pieces for the hotel.

Supplier of choice to Rydges Wellington Airport for; Feather & Down Duvet Inners • Bliss 1000gram Pillows • Super King Lodge Pillows Pillow Protection • Mattress Protection • Coral Fleece Blankets • Port-A-Cots Irons & Ironing Boards • Wooden Pilfer-Proof Hangers • Singer Kettles Sheffield Hair Dryers • Porters Trolleys.

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0800 836 335 vendella.co.nz

AccomNews - Winter 2019

He said: “I wanted people arriving at the hotel to feel like they were being lulled to sleep and for those exiting to feel well rested. Airports can be such hectic places!” The Darryn George collection of rugs throughout the property ensure guests experience the largest ‘welcome mat’ with “Haere Mai” meaning welcome. Interestingly “Haere” in Maori language means to move, to travel, to come and go, which is the essence of what happens in an airport. AccomNews is delighted that Chad Johnston, general manager of Rydges Wellington Airport took time out of his busy schedule managing this remarkable hotel to answer some questions. He told us: “Airport hotels are unique in that they need to be everything for everybody

AccomNews - Winter 2019

because you are accommodating so many kinds of guests. “As such, the space and design of Rydges Wellington Airport is very functional, while still retaining that homely feeling you want in a hotel. I feel we’ve achieved everything that a guest wants and needs for a one-night stay. The rooms tick all the boxes while being somewhere lovely to relax for the night.”

Chad, do you have a favourite feature? “My favourite feature of the hotel is the space we’ve incorporated into our public areas. Our restaurant and bar area (Whiskey Lima Golf) and the lobby have been well thought out and beautifully presented. I’m really proud of these public areas. It’s so nice to walk out of a busy airport into such welcoming and calm open spaces.”

Chad, tell our readers what you needed to get right before you opened... “The most important thing to get right before we opened was the noise factor - it was imperative that you couldn’t hear a single plane from inside the hotel. This meant a lot of triple-glazed windows vacuum-sealed from the outside in, and the construction of two walls for each side of the building with space in between them as a sort of sound barrier. We did a lot of research to get this right, both within our properties and at airport hotels around the world. We’ve definitely achieved the right level of sound-proofing - though some guests say it’s almost too quiet!”

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Tell us what went well/not so well? “I’m pleased to report that it’s all going really well - our guests like the hotel and really appreciate its convenience. Our relationship with the airport itself is incredibly strong and we’re chuffed with how well that’s going. They obviously want us to succeed and are on the same page, so that’s incredibly helpful.”

What has the reaction been from staff to the hotel? “Our staff are 100 percent invested in the hotel and genuinely love coming to work -obviously when you open a new hotel there are teething problems and the positive attitude and mindset of the staff definitely helped everyone get through some of the more stressful times.”

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What do you and your team do best? “I believe the best attribute displayed by the team at Rydges Wellington Airport is that we absolutely care. It doesn’t matter whether you’re here for business or because your travel plans have been disrupted, we’ll go out of our way to help.” Wellington has a thriving cultural scene and abundant natural beauty, so it’s no surprise that it was named “the world’s coolest little capital city”. The Rydges Wellington Airport, with a focus on great design, certainly reflects this. Haere Mai to the latest addition to Wellington Airport accommodation, and congratulations on offering such a fresh experience for travellers seeking convenience and comfort in the New Zealand capital. ■

Bella Vendella Rydges Wellington Airport Hotel worked with preferred supplier Vendella to provide a perfect bedding fit-out. Vendella account manager Marty Brodie worked alongside hotel general manager Chad Johnson to deliver both stock standard product and customised bedding for the new hotel. Marty said: “We start every project with the mindset of making it easy for our customers.” Guest sleep experience is a top

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priority for airport hotels and Chad wanted the best for his guests, so he chose to work with Vendella. Why? He remarked on how easy it was to deal with them, how flexible they are, the quality and quantity of their samples and most of all he liked that there were no hidden costs. In particular Vendella’s Dreamticket Bliss Pillow was a great choice for Rydges, a luxurious pillow that gets raving guest reviews and is also great for the environment. The hypoallergenic premium microfibre fill of this pillow saves 1000s of plastic bottles from oceans and landfills every year. Vendella’s Dreamticket bedding range refines and transforms plastic bottles into a premium yarn. For every Bliss pillow manufactured, up to 25 bottles are recycled.

SKY’s no limit Rydges Wellington Airport Hotel has chosen SKY’s Video on Demand “Free to guest” service because its more than just a TV service. On top of their great selection of sport, news and entertainment channels, it also provides over 100 titles of blockbuster movies, on demand, and free for the guest. Combine this with the screen sharing solution, along with the hotels compendium service and it is essentially the entertainment hub of the room.

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AccomNews - Winter 2019

Pakiri Beach Holiday Park:

Enjoying the great outdoors in the lap of luxury By Mandy Clarke, Industry Reporter

Glampers now soak up stunning beach views from the gloriously glamorous tent recently acquired at Pakiri Beach Holiday Park.

property already offers a range of fabulous accommodation options to suit most guest preferences, from delightful self-catering apartments with sea views and a flat-screen TV, to rooms with shared kitchen and bathroom facilities but now the park also boasts a brand-new glamping tent.

Located in Pakiri, just 85km from Auckland Airport and a short drive from Matakana, the park sits along the renowned Te Araroa walkway. This stunning

AccomNews caught up with the Pakiri Beach Holiday Park property manager responsible for this inspired addition... Rachel Macfarlane. She told us:

“Established, Pakiri Beach Holiday Park has been a campground for over 40 years. It’s very accessible but with its rural location and pristine sandy beaches you feel a world away - the perfect escape to relax and unwind. “Families have been enjoying this classic Kiwi camping experience for generations. I love its rural rustic charm: the stunning beach and tidal estuary make it a natural wonderland, perfect for families to enjoy. “It is inspiring to see families

making lifetime memories. We have a lovely community of annual site holders some of whom have been coming to the park for 30 years, creating a wonderful sense of community.” The facilities include a fun children’s playground and there are a multitude of activities to enjoy in the area: horses, fishing equipment and canoes are all available for hire. Visit Goat Island, choose a scuba diving experience, find the glass bottom boat or try the winery routes!

Guest adore the bespoke tent Safari Tents NZ are the New Zealand and Australia distributors of the fabulous glamping tent at Pakiri Holiday Park, manufactured to meet your specific requirements. James Lamb from Safari Tents NZ said: “Pakiri Beach Holiday Park purchased from the Woody range of Safari tents,

AccomNews - Winter 2019

which come in a variety of sizes and are based on the design of the classic African Safari Tent. Each tent comes as standard with a roof 2.5m longer than the tent to give an outdoor covered area. This can be extended to give a larger covered area – the tent at Pakiri Beach was extended to the back of the tent, where they have created a fantastic indoor/ outdoor bathroom area.”

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Realise Your Glamping Dreams Whether it’s a boutique luxury bedroom suite for two, a tent for all of the family, a backpackers bunkroom sleeping 20, a reception area or a restaurant – the options are endless for your holiday park with the Safari Tents NZ range of quality glamping tents. Visit our website or come and see us at the Holiday Parks Conference at Te Papa, Wellington from 31st July-1st August 2019 – Stand no 49 www.safaritents.co.nz Email: info@safaritents.co.nz Tel: 021 024 29278

Indeed, it is the perfect place for an amazing holiday and Rachel proudly states: “This summer we commissioned a safari tent, to sit on the river’s edge, looking out across the dunes. “The special tent is a place where guests can lie on the luxury bed and listen to the roar of the ocean and waves crashing on the beach. With its outdoor kitchen, ensuite facilities, beautiful antiques and bespoke furniture, guests experience opulence alongside rustic charm.” With 25-years’ experience in hospitality and design, Rachel has found her dream job and has been able to enjoy an exciting year of managing Pakiri Beach Holiday Park. She revealed: “I have been coming to Pakiri since I was a child, I have a longstanding love affair with the environment, and I am inspired daily by its raw beauty. I’m passionate about upgrading the park to its full potential using sustainable practices and sharing it with the world because everyone deserves to experience this place.”

dreaming, six months of planning, and one month of building such a great achievement to turn a dream into reality and be able to share it with others.

In addition to introducing glamping to the park Rachel has been exceptionally busy, not only revamping some of the original accommodation, but also putting together a passionate team.

“Another spectacular moment of this summer was hosting our park owner’s daughter’s wedding. We accommodated 150 guests on immaculately prepared grounds, with beautifully presented rooms, and a stunning marquee on the riverfront. Happily, the glamping tent was also ready, just in time for the bride and groom to enjoy during their romantic wedding night.”

She said: “Teamwork is everything and I could not have had such a wonderful year without my fantastic team. Natasha Sharp is our newly-recruited operations manager and a fantastic addition to the team; her customer service is second to none.

Finally, Rachel added: “Everyone who has glamped has been blown away by the finishing details and stunning aspect of the tent and have thoroughly enjoyed the glamping experience. One couple loved it so much they came back a few weeks later with their children!” ■

AccomNews - Winter 2019

“Our maintenance team works very hard to keep our grounds beautiful and our housekeeping team achieves high cleaning standards while instigating eco-friendly practices.”

It has been a great year and Rachel admits to being most proud of completing the glamping tent and hosting a very special wedding. She said: “Glamping has been 15 years of

PROFILES

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From dishie

to director Minor Hotels’ new chief talks humble beginnings, accom’s biggest challenges - and the view from the top… By Kate Jackson, Editor

The COO of Minor Hotels has the greatest office view I’ve ever seen - but he’s not happy. “It’s torture,” he groans, gazing out across a wide blue expanse of river to distant mountains and the Pacific Ocean. “At Christmas there’s all those people out there surfing and paddling and you working - it’s terrible!” Craig Hooley is chief operating officer of the 600-hotel Minor group and his head office is not in Auckland, Sydney or Bangkok. It’s in the laidback surf-loving metropolis of Maroochydore on Queensland’s Sunshine Coast. Minor does have some small city bases, but its financial, technical and human resources staff are all located in a town which genuinely offers an appealing work/life balance. Minor’s original brand, Oaks, was run from the same building, but the decision to stay on as the company has expanded from ten to 600 hotels is all about looking after employees. “We find that because of the business model we operate, a lot of the services can be anywhere. So it’s fantastic that we can employ local staff and have them work for a global company but live a lifestyle that’s quite relaxed,” says Hooley.

children is rarely onsite himself as he travels all over the world (his wife Vicky is also a frequent flyer as a H&M executive), but he sees the value for staff. “It’s a work environment that’s open plan with different zones so people can work in different ways. What we try to create here is a much more relaxed work environment. All the people who work in this office don’t have to commute an hour or two hours a day on a train to get to work. We provide car parking or if they want to ride to work there’s showers here. Employees can take their lunch down to the beach. I think it’s important as an employer these days that we try and make life and work integral, not exclusive, and I think we achieve that.” Care for employees, guests and community is a mantra adopted by numerous hotel companies and brands worldwide, but while some do it lip service, Minor delivers. The fact that Hooley has worked his way up from the humblest of hospitality roles - as a recruit straight out of school he was drafted into the Royal Australian Navy’s food, beverage and housekeeping operations - means he’s a COO with rare insight into how things work on the ground.

The father of two grown-up www.accomnews.co.nz

PROFILES

AccomNews - Winter 2019

Having clear brand definition and strong brand presence is really important to penetrate through all that data and get to the consumer and grow the organisation and the brand strength

He transitioned out of the forces into a role with Mirvac Hotels before rising up through the ranks with IHG and ShangriLa in Australia and overseas, while always remembering where he came from. Asked if his coalface experience is an advantage, he says: “It’s really, really important and particularly in this organisation as we grow. Probably 75 percent of my time is coaching and developing the team, from talking to housekeepers and food and beverage attendants in hotels all the way through to my senior executive team, my legal counsel, head of commercial and head of finance. It’s really important, I think, in a senior leader’s role that you understand how the business operates. I’ve cleaned rooms, I’ve worked in kitchens, and that hands-on approach gives the team confidence because when we have discussions, we can always solve problems, we can always address issues, we can always grow from every situation.” Hooley understands that in a world where millennials are predicted to make several career changes over their lifetimes, job satisfaction is key to retaining the best people. Feeling good about where you work - as well as where you stay - matters, he says, and one initiative which has helped Minor drive that is Soap Aid, through which discarded hotel soaps are turned into new product and shipped to some of the most deprived countries in the world to boost health initiatives. Many hotel groups are supporting the initiative, but Oaks is the one leading the charge and in January was named Australian and New Zealand hotel champion by the not-for-profit charity. “It started off in one hotel and we’ve just signed an agreement so all our soap gets centrally brought together and sent to the charity from the whole Australia and NZ region. So it’s actually turned into a very powerful agenda for us - simple things like this actually become lifesaving - and the staff see value in that. “Guests and employees; they want to be proud of the organisation they work for, they want to be proud of the

AccomNews - Winter 2019

PROFILES

brand that they’re using and I think it’s important that companies are aspiring to be good corporate citizens and have a multitude of dimensions, not just selling a product but supporting communities, supporting employees, being family-friendly. “All those sorts of attributes of an organisation are becoming more and more important. I want to walk into this building and feel comfortable - feel like I can be part of this organisation and also that I’m contributing to something. I can go and tell friends and family ‘this is what I do, this is who I work for’ and be proud of that fact. “That’s why we’ve spent a lot of time and money designing this office to be the way it is, casual and inviting. Our responsibility as senior leaders across any industry is not just to drive shareholder returns, but to do that in a way that is socially responsible, corporately responsible and ethically responsible.” Minor hotels is Thaiowned, with hotels in 25 countries worldwide, but Australasia is one of its key markets for growth. “New Zealand is an important market for us, we’re opening Oaks in Wellington in July this year, which is our first Oaks in Wellington, and we have two hotels in Queenstown and two hotels in Auckland,” says Hooley. “We see Auckland and other key cities in New Zealand as growth markets for us in the future.” The group also owns The Coffee Club, a café brand with franchises throughout Australia, and plans to establish it alongside Minor hotels in Aoteroa. “Part of our process is working that brand into our hotel product but also expanding those through New Zealand in a retail environment.” Asked what the group does well, Hooley says: “The model we operate is quite light, we call it the centralised model of hotels, where in a hotel itself we have very few back-ofhouse operations; they’re all up here and not on property. “We’ve invested significant amounts of money in enterprise systems that allow us to have www.accomnews.co.nz

end-to-end, cloud-based processes so that actually, we can operate anywhere. The investment in that over the past three or four years, and with the team we’ve got here, means we’ve developed an ability to operate a hotel, particularly in Australia with hotels of 100-200 rooms, with very little overhead and I think that’s one of our strengths.” What Minor needs to work on, says Hooley, is establishing new brands in a crowded arena. As the volume of data people are bombarded with daily grows exponentially, cutting through the static is hard. “One of the big challenges is that because there’s so much data out there, you’ve got to ensure you have strong brand definition and people can understand what that brand is. “For instance, we call Oaks ‘a hotel room with a kitchen’ so people will know straight away ‘if I want a long stay or something with a bit more space or cooking facilities, Oaks is the brand for me’. “Having clear brand definition and strong brand presence is really important to penetrate through all that data and get to the consumer and grow the organisation and the brand strength.” Asked if he feared the growth of internet giants such as Expedia, Booking.com, Amazon and Google owning customer data, Hooley says: “To own guest preference data actually is incredibly powerful, but we’re focussed on building our database of our loyal guests and using that to drive our business. Outside that, I guess the challenge of using different channels is you then don’t control a lot of the data that comes through. I think data storage is going to be a challenge, but ultimately our challenge is to grow our brand, to grow our direct business which holds our own database.” One way of growing that business is to position yourself to tap into a booming tourism market. Last year Oaks was awarded Best Hotel Partner for Oceania by Ctrip at its annual hotel awards, and also took out the Chinese travel agency’s Guests’ Choice Award for Australia and New Zealand. www.accomnews.co.nz

“With the Oaks brand, we found the ‘room with a kitchen’ was a really compatible type of product for the China market,” says Hooley.

Hooley says the single biggest challenging moving forward will be for Minor to understand its role in defining hospitality for the future.

“The Chinese like that space and they usually travel in twos and threes so they like the apartment-style product and we decided to focus our resources. We branded all our supplies in the room to have simplified Chinese writing on them all, we’ve done a lot of work around being China-ready - having people on site who can speak Mandarin, for example - so that we can actually try and grow that market and become well known in that market. It also allows us to understand how learnings from that market can be applied to other markets, and we’re seeing now the Indian market is similar to that, so it’s been a good learning for us and it’s a strategy that we’ll continue to pursue as long as its growing the way it is.”

“People say a hotel room will always be a hotel room, but we know that but there’s a lot of things happening around that hotel room that really change the way hotels operate,” he says. “Airbnb is changing not just the room but the model of the hotel by definition, and I think that’s an opportunity, but what we’re finding now is that we are starting to understand that really there’s different markets and that comes back to the brand point. “There’s people that will shop through Airbnb and there’s people that will shop through an OTA like Booking.com and there will be some that shop through what we call brand.com, which is the owning website. They’re all just channels that people have a preference for.

PROFILES

“An example is that Airbnb don’t usually want two to three days, they don’t need servicing for their room, they look for a different type of product, so if we sell through Airbnb, we position our product slightly differently in what the inclusions are.” After almost a year at the top of the speedily-evolving world of accom, Craig Hooley says he is relishing the pace of change. “Ten years ago, we only had ten hotels, now we have 600 and we’ve grown astronomically fast,” he says, “so it’s an exciting time for anyone at my level to come on in and be able to create the future. “There’s lots to do, it’s a very challenging role, but the company is very supportive, we’re in a very strong financial position and we have a really defined mandate of how we’re going to grow the organisation.” ■ AccomNews - Winter 2019

Universal appeal:

Why device charging matters to accom (capable of charging a range of devices across different brands and specs). It also helps, in this millennial-driven era of ‘less is more as long as its bespoke’, if the design is sleek and visually appealing. Providing a designated public charging area within your accom encourages people to come in and sit down. A captive audience, your guests are highly likely to spend money as they linger to recharge.

Wireless Wireless charging is achieved by embedding wireless power transmitters beneath surfaces or inside furniture and connecting those transmitters to the property’s mains power. If a user places a wireless charging-enabled device such as a smartphone above the transmitter, it will draw power from the transmitter and recharge.

By Kate Jackson, Editor

Universal chargers, like free wifi, are becoming a guest expectation. Only if your accom is a remote Alaskan fishing cabin or a Colombian SAS training camp can you get away without providing easy connectivity. Otherwise, you should be eyeing the latest device chargers as a way to make an ever-techier clientele feel at home in your establishment.

AccomNews - Winter 2019

The average Kiwi travels with three devices; that’s an ipad, smartphone and laptop all in need of charging points. The biggest industry players understand this and cater to market demand for ever more charging opportunities - InterContinental Hotels Group’s patented WorkLife Room, for example, puts placement of charging stations and warp-speed internet at the heart of its design. Charging options must be plentiful, reliable and universal

Almost any horizontal surface can be turned into a mobile device charging point and the wireless charging system is compatible with any Qi enabled smartphone, tablet or portable device including Apple, Google and Android latest models. Wireless chargers can sit under benchtops, desks, bars and even couches with only an understated icon in view, making the unit either practically invisible or a statement of modern minimalism. They can be fitted or retro-fitted in solid surfaces such as timber, plywood, MDF

TECHNOLOGY

and particle board. Speed is a main requirement when it comes to connectivity and the latest wireless charging solutions are just as, or more, efficient than wired charging. Inductive charging automatically stops when the device is fully charged, a technique that isn’t available in 99 percent of the currently available adapters. An elegant solution to connectivity, wireless charging negates the need for a proliferation of ugly power cords and chunky, expensive wired sockets. AccomNews asked Judy Henry, sales coordinator for Brantas International, about tackling the charging needs of millennial guests.

What are the options for keeping guests connected in common areas of accommodation properties? The guests need easy access to universal chargers as they take their mobile devices just about everywhere. The millennial consumers have become more tech driven. They rely on digital services and seamless connectivity in all platforms and devices. The hospitality industry keeps up with the mobility and versatility of it all in order to provide guests what they need, since a hotel is their home away from home. p32

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Place a smartphone on the wireless stand and charging begins automatically. With the added feature of the built-in USB port, charge a tablet or another mobile device at the same time.

Email projects@legrand.co.nz to discover how we can partner with you to bring wireless charging to your project.

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The wireless charger adapts perfectly to furniture - in the office or in public places. On a desk, counter top or built into a bedside table, Legrand Table Top Wireless Charger is the perfect partner on a busy day.

Outdoor Areas Weatherproof Wireless Charger

To offer the hotel guests mobile device charging at the table, mobile charging solutions include towers which can charge around eight smartphones, iPad minis and micro USB devices from one power point and multiple charging devices with a selection of charging tips. Latest chargers include models with high capacity batteries, integrated Android and certified lightning cables. If you want to add wireless charging to your public spaces, quality suppliers offer ondesk and in-desk chargers and several accessories ideal for hospitality. For business travellers, quality suppliers provide stress-free connectivity into business lounges, conference rooms or meeting areas through a reliable wired connection, accessible power outlets and plug-andplay connection from a tablet or laptop to a TV projector.

What are the wireless charging retro-fitting options for furniture and cabinetry? There is an increasing trend in demand for hospitality

AccomNews - Winter 2019

The hospitality industry keeps up with the mobility and versatility of it all in order to provide guests what they need, since a hotel is their home away from home services worldwide, and I think among these are technology and (wireless) charging. Hotels work hard to keep up. If they can’t allocate budget for the newest development, more often than not, hotels consider an upgrade to their systems. We are starting to catch up with the capabilities of all smartphones that guests carry with them. The millennial consumers expect wireless charging to be available anywhere, including hotels, that’s why we make sure that our products are up-todate and upgraded to meet these consumers’ demands. Qi surface chargers wirelessly charge smartphones available as an on-desk or in-desk solution. These should be Wireless Power Consortium (WPC) certified with ten-watt charging power for the best

wireless charging experience and device compatibility. Wireless charging could be integrated into both charging pads and alarm clocks in the hotel room. It could also be integrated into chairs and desks. In 2018, we had introduced wireless Qi charging units which are Qi certified and wirelessly charge smartphones available as an on-desk or in-desk solution. With high-power 10 watt charging power, such chargers offer the best wireless charging experience and device compatibility and are ideal for the guestroom or public space.

How can properties cater for multiple device charging and is it a good plan to tie this to clock radios? Properties can accommodate this depending on the charging

TECHNOLOGY

solutions. High-current USB charging sockets offer a universal charging point for those with their charging cable. Multiple device charging is not well catered for by Qi at this point. A Qi charger charges one device only. For multiple device charging, USB is still the best bet. For this reason, we always add at least two USB on our devices and make these user-accessible. While there are multi-function clock radios that bring to market two or more charging ports across the back, sometimes with an additional wireless charging, this would not be so ideal as it would depend if all volts, amps, and connectors are compatible. Our alarm clocks offer both USB charging and Qi wireless charging and are specifically designed for hotels. ■ www.accomnews.co.nz

HOTEL SPEC ALARM CLOCK RADIO Guests appreciate the two high current 2.1 Amp USB charging ports, Bluetooth audio and large dimmable display. ChargeTime Plus is compact and perfectly formed, loaded with hotel features including built-in backup battery, security and single set alarm. • Simple-set, non-recurring alarm • Accessible front facing USB charging ports • High current 2.1 Amps per port to fast charge phones and tablets • Back-up capacitor (no batteries required)

• Quick time setup

Simply press “Hour Adjust” on the back of ChargeTime Plus to adjust the hour. Ships with time set to PST (Pacific Standard Time)

• Integrated security lanyard to secure the unit to desk • Display dimmer switch to easily control display brightness

Ph 09 966 7662 | Unit B3, 13 Lovell Court, 0632 Rosedale, Auckland

info@brantasinternational.com www.brantasinternational.com

How accom can beneﬁt from

self check-in kiosks In the age of convenience, self-service kiosks have become commonplace in fast food restaurants, retail outlets, international airports, and increasingly at hotels.

The hospitality industry prides itself on providing personal service, so it’s understandable that some hoteliers believe installing self-service check-in kiosks might erode that experience. In truth, a growing number of travellers value the independence, flexibility and freedom that self-service technology offers them during a stay. With that in mind, here are five ways your accom can benefit by implementing self-service check-in kiosks at your property.

1. Say goodbye to queues The most obvious benefit of a selfservice kiosk is that guests can start enjoying their holiday sooner. During the traditional check-in process, they have to stand in line and fill out paperwork that often involves information already supplied during the booking. With a self-service kiosk, they can check-in by simply looking up their name, email, booking number, or by scanning their passport. Kiosks also let guests select their room and create their own room keys. Suffice to say, this scenario is a huge advantage for weary travellers looking for a hassle-free experience on arrival.

and additional services in a more natural manner. If guests are approached when they’re more relaxed and settled in, they’ll feel less pressured and be more likely to make a purchase.

Brendon Granger Director, Technology 4 Hotels

With an automated check-in kiosk, your team have more time to focus on the moments that matter. That might include providing advice to a guest as they head out for a day trip, attending to an urgent service issue, or simply taking the time to engage with guests through friendly conversation. All of these interactions allow your accom to build rapport and offer helpful assistance to enhance the overall experience of staying with you.

3. More upsell opportunities Automated check-in solutions also increase upsell opportunities. Using a kiosk, guests can upgrade their room, redeem special offers and purchase additional extras, all in a leisurely and effortless way. Of course, because your front desk staff are freed up, they can step in and suggest upgrades

In addition, guests can find information about the property’s amenities and services at their own convenience, which creates more opportunities for impulse purchases. In contrast, a hectic front desk team might simply not have the time to provide all the relevant hotel information on arrival.

4. Increased personalisation Self-service kiosks are able to collect a wealth of invaluable guest data, such as room preferences, past purchase decisions, and special requirements. Because the kiosk is connected to the property’s PMS, this data can be quickly accessed to help provide more personalised experiences. This stored information can also be used to devise personalised marketing emails, featuring enticing offers that appeal to the preferences and needs of different guests. Properties can also ensure previous requests are catered for ahead of time to enhance the guest experience and exceed their expectations.

2. Easier to interact with guests

Providing the option to check in via kiosk simply meets the expectations of consumers who are used to flexibility, endless choice and instant gratification in their digital lives. Put simply, providing guests with the degree of control they have elsewhere can only help to improve overall satisfaction levels. Some kiosks also have the option to select multiple languages, so anyone travelling from overseas will have a much smoother experience when they check in at your property.

The role of the selfservice kiosk Self-service kiosks allow hotels to enhance the guest experience in numerous ways. A frictionless check-in experience means more convenience, more control and the elimination of frustrating queues. In addition, staff have more time for face-to-face interaction where it matters most — from making a great first impression on arrival, to encouraging upgrade and additional purchases in a timely manner.

Of course, many guests value personal interaction and the traditional check-in process still has its place. Self-service kiosks shouldn’t be seen as a replacement for old fashioned service, but as a way to enhance the modern-day hospitality experience. ■

There’s a misconception that self-service takes away from face-to-face human contact. On the contrary, it actually frees up staff so they can have more personal and meaningful interactions with guests. AccomNews - Winter 2019

An increasing number of people want to interact with companies and services on their own terms. In fact, research has found that 66 percent of customers prefer self-service over traditional interactions with retail sales associates.

Kiosks can also reduce labour costs, not only at the front desk but also in the back office. The automation that kiosks provide eliminates much of the behindthe-scenes processing of data, reducing the workload for the night audit and finance teams.

There are obvious benefits to providing an automated check-out process too. For instance, cruise ship guests or anyone running late for a flight can depart quickly without worrying about getting caught up in a long queue.

5. Enhanced customer satisfaction

TECHNOLOGY

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Experts weigh in on accom’s

future top tech trends The hospitality industry is ripe for disruption. A combination of siloed legacy systems, data fragmentation, rising consumer expectations, and high total costs associated with current booking systems, means that the hospitality industry has been slow to transform digitally, until now. The market landscape is also changing. Consolidations of major brands, for example Marriott and Starwood, are disrupting the sector as merging allows brands to gain bargaining power and drive more direct bookings. We’re also seeing an increase in the independent market and alternative accommodation growing steadily. However, no matter if you are a major international brand, or an independent boutique, the challenges and needs remain the same. To keep up with these changes, the hotel industry needs to adopt seamless, more guest-centric experiences, and technology will play a major role in this success. We spoke to a number of industry leaders to understand which technology trends they think will have a significant impact on the sector.

The cloud will futureproof platforms with smart, flexible systems “The rise of personalisation is a major trend faced by the entire travel industry. Consumers expect more personalized experiences, from the moment they begin searching for a booking, to checking out of a hotel room. “However, a challenge for personalisation in the hotel industry is siloed legacy systems, built on a closed architecture. With a majority www.accomnews.co.nz

and we could see AI and smart rooms become standard across the hospitality industry.” Leanne Harwood, managing director for Australasia & Japan, IHG.

Booking the perfect hotel room will become easier through 3D/ VR/AR technology

Ahmed Youssef

Leanne Harwood

of data being fragmented, the industry struggles with guest recognition and personalisation as these systems lack a complete overview. “This is where cloud technology has the ability to solve data fragmenting, and consolidate technologies together through an open platform. By unifying systems, hoteliers are able to understand the guest profile, and preferences across all touch points.” Ahmed Youssef, executive vice-president of corporate development and marketing for hospitality, Amadeus

Robots will remain as a gimmick “While robot butlers may be the best way to receive your room service, these are no more than a gimmick. Using a luggage robot as an example, if you think about its application within a resort, from a terrain perspective it would be virtually impossible for the robot to follow its human leader. “But in the future, these technologies will still be around, more than the last. Hoteliers should instead be focusing on keeping service human, and how technology can assist humans

within the industry. “For example, if a light fixture is broken in a hotel room, they can alert the hotel staff through an app that triggers an automation flow and send a repairman. Technology should be used to foster an ‘information connection,’ one that helps hoteliers and empowers staff to be more productive.” Kenneth Law, vice-president of global sales, Banyan Tree

However, Artificial Intelligence and Smart Rooms will become standard across hotels “AI and smart rooms are a trend being adopted by many hotels to create more personable, memorable experience. Using AI, guests are able to use voice commands to order room service, control curtains, set alarms, or even ordering additional towels.

“Before booking any hotel, consumers will tediously examine the room through the dozens of images provided by the hotel. However, a trend we’re expecting to see continually grow is the use of 3D, virtual reality and augmented reality to map the inside of hotel rooms. “This will improve booking in the future, as consumers will be able to freely explore the space and the facilities in a hotel. Further in the future, we can expect to see travellers able to also explore the area surroundings of the hotel. “Overall, these technologies enable more certainty with consumers, that they’re making the most informed decision.” Alexis Batlle, co-founder and chief executive, AVUXI

Mobile usage will continue to increase by guest “On a global scale, we’re seeing ever expanding mobile usage by our guests. From searching for hotels, to booking, to checking-in, to browsing for nearby restaurants.

“If a guest says: ‘I want to work,’ room lights will automatically adjust, the television will turn off, and the curtain will be drawn. Recently we saw the likes of Amazon interject into the hospitality space with a hotel specific, Alexa for Hospitality.

“Consumers are reliant on mobile when traveling. To accommodate this trend, hoteliers are focusing on ensuring seamless wifi network connections within hotel rooms and are beginning to develop dedicated hotel apps. Ensuring a seamless mobile experience will be critical in the future.”

“This means the technology will become more accessible and affordable for hoteliers

Leanne Harwood, managing director for Australasia & Japan, IHG. ■

TECHNOLOGY

AccomNews - Winter 2019

Lumiair lights the way

for a new era in guest entertainment From hotels and holidays to activities and entertainment, consumer expectations have rocketed over the past few years.

With such a rampant rise of streaming video on demand, consumers won’t settle for less which is why it was important for us to make sure Lumiair was Chromecast compatible and available for any smart phone, tablet or laptop.

Spurred on by the rapid rise of technology, our (constant!) connection to smartphones and sheer craving of unique and personable experiences, consumers want what they want, when they want it. And if they don’t get it, they are quick to complain, not only privately, but more so publicly across social media platforms.

Due to the simple interface and without the need for any hardware or equipment, all guests need to do is simply download the app from the Android or Apple store. While many people enjoy flying on a plane as it’s a chance to get access to new movies, think of Lumiair in the same manner as it gives your guests instant access to the latest movies and TV series.

As a result, the onus on product and service providers to stay ahead of the game and give the consumer exactly what they want has never been more important than it is today. A curated and tailored consumer experience has become the number one priority for any business that wants to succeed and to keep succeeding. In our quest for better entertainment and a seamless entertainment experience for a guests’ stay, we have launched Lumiair.tv. Aimed at the smaller, more bespoke accommodation providers with 10-100 rooms per site, Lumiair is our latest Netflix-style premium content offering that gives guests what they want - easy access to box-office content on whatever device they want.

compatible, can be activated in minutes and doesn’t require any expensive equipment or installation costs. It works by whitelisting the IP address of the accommodation provider, runs on the existing Wi-Fi and setup can be done instantly online. There are no hefty costs as it’s less expensive than a traditional hospitality entertainment system – all whilst giving guests access to hundreds

of titles from legendary major TV networks and blockbuster movie houses. From Warner Bros and 20th Century Fox to Dreamworks, Sony Pictures, Foxtel, Village Roadshow, BBC and more – Lumiair has it. When people choose to, or at times, have to, stay away from their home comforts they want an even better experience that what they are used to at home. For an increasing amount of people, that involves immersive entertainment at their fingertips.

Allow your guests to watch what they want, when they want it. Start your 30-day trial today.

Lumiair, 100% Australian owned by entertainment and communications company Swift Media, is Chromecast AccomNews - Winter 2019

Just because you may be running a smaller site, does not mean that you can’t offer just as much, if not more, than some of the larger accommodation providers. Mackay Rose Motel signed up to Lumiair because they wanted to find a cost-effective way to improve their guest experience, “As a budget motel, it’s great to have a low-cost alternative to other pay tv sites. The guests have enjoyed it & even my staff have asked if they could have it in their homes!” That is exactly what has fueled the development of Lumiair – not just the desire to meet the demand from modern-day content savvy consumers, but the aspiration from the industry – meaning they can still tick the box of providing entertainment services, only at a very inexpensive rate for the industry.

Designed exclusively for hospitality and accommodation environments, the easy to install, use and navigate entertainment platform has hundreds of titles to choose from and goes way beyond the realms of a regular set top box solution – all at a cost that barely impact on the venue’s ADR.

This isn’t about showing historic re-runs and classics, this is about cutting-edge Hollywood blockbusters and leading TV shows that are fast-tracked to the hotel– many that don’t make it to free to air TV for years.

Visit Lumiair.tv or call +61 8 6103 7590 TECHNOLOGY

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First class guest entertainment at economy rates. Lumiair is a new cloud based entertainment system that can be activated in moments, and does not require any expensive equipment or installation. With a regularly updated library of new release movies and shows, expect rave reviews from your guests. Visit Lumiair.Tv to sneak a peek.

Get 30 days free! Call 08 6103 7590, or visit www.Lumiair.Tv

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James Cook Hotel Grand Chancellor

Genuine focus on sustainability By Mandy Clarke, Industry Reporter

an estimated 76 million bottles of shampoo, conditioner and bath gel a year - and although most of these will be packaged in recyclable bottles, the majority will go straight to landfill.

The James Cook Hotel Grand Chancellor is one of the capital’s leading hotels, known for welcoming service, quality accommodation and environmentally conscious initiatives.

Ecostick provides the perfect balance of luxurious packaging for premium-quality guest amenities and a truly environmental solution to the problem of single-use plastics. At the forefront of sustainability by choosing to use Ecosticks, the Hotel Grand Chancellor have already eliminated 90,000 single use plastic tubes per annum from their New Zealand hotels.

Conveniently situated between the leading retail district of Lambton Quay and the business hub of The Terrace, the 4.5 star hotel features 268 accommodation rooms, valet parking, two restaurants and bars, a day spa, complimentary wifi and fitness facilities. A multi-million-dollar refurbishment of 200 rooms and suites commenced in late 2018, with new club rooms, executive rooms and suites available to book from July 2019. All renovated rooms will showcase brand new furnishings and a complete refit of the bathrooms, including walkin showers and HealthPak’s Forest and Bird amenities. Hazel Rigler, director of marketing & eCommerce told us: “The upgrades align with management’s commitment to ensure the James Cook Hotel Grand Chancellor continuously exceeds the expectations of today’s business, leisure and conference traveller. Providing guests and delegates with standout experiences, the hotel has also recently modernised Whitby’s Restaurant, replaced all elevators and has a 100 percent NBS (National Building Standards) rating.

AccomNews - Winter 2019

“Recognising the extensive operations impact on the natural and social backdrop, the environmental and sustainability program at the hotel aims to guide key decisions, integrating the philosophy of sustainable development across hotel departments and initiatives.” The James Cook Hotel Grand Chancellor has a ‘green team’ of passionate staff, always looking for new initiatives to reduce the busy hotel’s environmental footprint, such as surplus food donations, eco room service incentives and sustainable packaging. The shift to Forest & Bird amenities aligns with the hotel’s ethos, particularly the Ecosticks solution of minimising the use of plastic bottles. The hotel’s strong emphasis

on sustainability, sourcing local and the multi-milliondollar refurbishment was a trifecta motivation to transition to Forest & Bird amenities throughout the entire hotel.

Hotel general manager Steve Martin said: “We are price conscious, however it was important to have a product that was made in New Zealand, with New Zealand based ingredients. We were looking for a partner that aligned with our environmental goals and were committed to the superior guest experience that we prioritise. Jimi Kennedy-Grant and the team at HealthPak are that company for us.

“Forest and Bird has been part of the Club Floor guest experience for a number of years. The James Cook Hotel Grand Chancellor team are excited to present the sustainable amenities throughout the entire hotel in 2019, including the Ecosticks in the standard and refurbished rooms,” said Steve Martin, general manager

The Forest & Bird range has scents of Kawakawa and Kowhai, is aesthetically beautiful and is a premium product that we know our guests will love. The standard and refurbished rooms will feature the sustainablypackaged Ecosticks of shampoo, conditioner, body wash and body balm, alongside essential additional amenities guests expect at a 4.5-star hotel.

Ecosticks are the world’s first paper-based solution to replace single serve bottles and tubes of guest hair and body care products. New Zealand’s accommodation industry uses

The exclusive Club Floor on level 26 is distinguished by offering Forest & Bird’s NZ Botanical Skincare range, alongside access to Wellington’s newest Club Lounge.” ■

HOUSEKEEPING

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The wash up on

bathroom dispensers Accom in Aotearoa is at the forefront of the global push to reduce plastics. The homegrown Sudima group is looking to be free of single-use plastics by next year, and other local and international brands found the length and breadth of the Land of the Long White Cloud are working towards significant plastics reduction. Our national carrier is entirely on board, Air New Zealand vowing late last year to substitute a further 14 single-use plastic products from its supply chain in 2019 - lifting its plastic waste reduction to more than 24 million items per year. Under the spotlight for accom are the billions of individual plastic amenities bottles found in hotel bathrooms. While a number of manufacturers are working to create authentically biodegradable or recycleable versions, the large-scale amenity dispenser is becoming an increasingly valued alternative.

Environmental benefits Hotels, motels, resorts and spas across a wide spectre of pricing brackets are beginning to adopt large-scale refillable or non-refillable dispensers as a

AccomNews - Winter 2019

means to eliminate individually packaged products and create significant waste reduction. Modern travellers expect good toiletries and amenities in their bathrooms, but they also increasingly expect their accommodation to meet green standards. Among them is Prince Harry, who made the news worldwide after a polo pal revealed he’d requested no plastic packaging during a recent stay at an Italian hotel.

Cost savings One of the great benefits of bathroom amenity dispensers is that operators only pay for what’s used during a stay. Individual packaging means half-used product is often thrown away. There’s a housekeeping cost to the daily chore of restocking the cart, cleaning up the bathroom mess and restocking the room. Large dispensers need topping up or replacing far less frequently, while purchasing liquids in bulk leads to economy-of-scale savings.

Style The latest dispenser designs bear no resemblance to

the chunky monstrosities of the eighties. They come in sets of one, two or three chambers - for customisation of shampoo, conditioner, and body wash combinations - and provide a choice of finishes from white through to chrome and satin silver. Top quality eco-friendly and organic brands are available for refillable dispensers as they are for small amenity bottles - including brands like AVIVA, TOCCA and Tommy Bahama.

Practicality With an ageing population, it’s worth considering that amenity bottle labels can be difficult to read, stiff tops can make opening difficult, contents are often hard to get out and the little bottles and caps can be messy. Wall mounted dispensers are easy to access and easy to differentiate from each other, and they don’t present a slip hazard in the shower. Quality models include pump and valve systems which are guaranteed for life and recyclable refill bottles with inbuilt reservoir tanks which allow the full contents to be

HOUSEKEEPING

used without any waste.

Washrooms Public area dispensers come in traditional or electronic touchless versions and are made of sturdy ABS plastic or stainless steel. Whether wall or basinmounted, quality washroom models include functions to aid restocking - like a level indicator and an easyto-use locking system.

Industry view Reuben Beatson, managing director of Astro, talks pros and cons of bathroom dispensers.

What are the latest industry developments? “Dispensers have become more and more popular recently in view of reducing our industry’s impact on the environment. “The dispenser systems that we have seen a huge uptake on is Press & Wash and more recently the Smart Care system. Press & Wash has been in hotel rooms across the world since the system was first patented in 1990, so it is a system that has been proven time and time again to impress guests and hoteliers. www.accomnews.co.nz

“Today, the range is still growing rapidly, and new brands are being constantly added to its portfolio.

guests the ultimate experience with individual amenities knowing that they aren’t having a negative impact on our planet.”

“The Smart Care system is a new dispenser to the New Zealand market. We brought the Smart Care system to New Zealand and have had outstanding feedback from both hoteliers & guests alike. The reason for this growth is due to its stylish design, easy maintenance for hoteliers and beautiful formulations and brands that guests love. Both systems are 100 percent hygienic, tamper-proof, recyclable, maintenance free and drip-free.

What can you tell us about refillables?

“Dispensers are the most common way to eliminate the wastage of product from your guest room. However, dispensers aren’t for everybody and for every property. Latest recycling programs enable plastic waste from part-used toiletries to be collected and remanufactured into accessories made from 100% recycled plastic that are used, for example, in concrete foundations. Such ground-breaking initiatives means you can still give your

As industry leaders we feel it’s our responsibility to educate the industry as to the hidden hygiene risks and costs with refillable dispensers. We have had hotels here in New Zealand report to us that their guests had tampered with their dispensers and put a foreign substance inside! Hygiene is an issue during the refilling process. When refilling dispensers, you expose the product to environment around it, which creates a risk of contamination. “The advantage of refillable dispensers can be the cost of the product however there is a lot of lot of hidden costs in labour and maintenance. Therefore, we highly recommend non-refillable systems as they are 100 percent hygienic and have the benefit of saving on labour costs. “The advantages that refillable

dispensers do bring is the flexibility of brands that they can offer. There is a lot of technology in non-refillable dispenser systems to ensure they are hygienic and functional. “This means that the brands we can offer in non-refillable is somewhat limited to what brands are manufactured in the non-refillable systems.”

What are the trends for washrooms and public areas? “We are seeing a trend to brand consistency throughout the hotel by using the same brand in the public areas as their guest rooms. “While we are seeing a move to the same brand being showcased in public areas, we recommend ensuring that your guest rooms use a different range with a higher perceived value. “This means staying guests feel they are getting something more exclusive in their guest rooms, not just the same as the public areas.” ■

Hotel Toiletries Recycling Programme Every year, millions of plastic bottles and tubes from hotel guest rooms are filling our landfills and damaging our planet. The Hotel Weka can help you make a difference. One piece at a time!

Your You our part used sed h hotel toiletries will be made into permanent products such as concrete accessories, made from 100% recycled plastic from bottles and tubes. acccess

Visit thehotelweka.nz or call 0800 466 966 to get started! www.accomnews.co.nz

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Developed by

AccomNews - Winter 2019

By Kate Jackson, Editor

Signage is not only essential for ‘landmarking’ your accom, but helps guests move around your property efficiently and safely. When visitors arrive, a sign is their first point of contact with you and a well located and designed one will set up expectations for a quality experience.

WITH THE

Once a visitor enters your world, they must be able to easily orientate. They don’t want to think too hard, so assistance with a quick and easy mental map is recommended. Making your environment user-friendly creates order, stops confusion, and promotes relaxation. Signs are a way to share essential information with your visitors. This might include rules and regulations or safety requirements, it may also inform them of risks. Make sure that your signs comply with the law - not only to protect visitors and staff from potential dangers but to protect yourself from prosecution and liability. Safety signage is especially important around pools and spas. Emergency exit signs and no smoking and fire safety signage should also be carefully displayed on every premise. Warning signs might include barbecue rules, maximum height bars in carparks and slippery when wet signs, or property protection and operating hours.

to have a list of ‘do not’ rules. ‘No running. No Smoking. No jumping. No parties…’ But how are these signs perceived? ‘Do not’ signs may come across as petty, at a time when your guests most want to have fun and relax, these signs may be received as too directive, too bossy, or even bullying. Simple well-designed signs that use diagrams, symbols and pictures tend to be better received and cross language barriers. Signs can also be used to attract people to places, either within your direct environment such as the restaurant or within your locale, such as “This way to the beach”. They can also promote your business and upcoming events, specials, gift incentives, your business or staff achievements and awards or the history of your property. Your signage should flow naturally from the front entrance throughout the property and compliment the environment. While it’s important to have enough signs around your accom, don’t go crazy - having too many is off-putting, so prioritise and be objective.

Industry view AccomNews asked Sign On managing director Bevan Weal, a former president and current executive member of the New Zealand Sign and Display Association, to point the way on signage best practice.

What are the best manufacturing materials and their advantages? The best manufacturing materials for building signage would be aluminium composite (ACM), aluminium and acrylic. These materials offer a very long outdoor life span and are very versatile.

One of the most important elements of signage is not necessarily how it is designed, but how the sign is received. For instance, it may be important to you

AccomNews - Winter 2019

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‘Do not’ signs may come across as petty, at a time when your guests most want to have fun and relax, these signs may be received as too directive, too bossy, or even bullying

Are illuminated light boxes and letters important to creating a first impression? Illuminated light boxes and letters are important to provide a night-time presence. They will reinforce the brand and business 24 hours a day. This is especially valuable in the accommodation industry.

What are the options for LED or neon tubes? LEDs are popular due to cheaper costs and reliability. They can be retrofitted into existing fluorescent tube signage. Neons are having a resurgence. They are not the most cost-effective option but have their own distinctive look. Very fragile but in the right situation will have a very long outside life.

How can your pylon/ totem signage create maximum impact? Pylon signage creates maximum effect based on maximum visibility being attained. This generally gives you great roadside advertising which is of utmost importance when competing with nearby hotels. Using LED message boards within the pylon also offers enhanced benefits.

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Choose a creative design rather than a box for more impact. The brand should be clearly represented. Do not add too much detail as road signage should be clear to moving vehicles.

From design to installation, what should operators consider when choosing a signage company? Ensure you choose a member of the New Zealand Sign and Display Association and, if possible, a Master Sign maker, which is the highest national accreditation possible within the NZSDA. This ensures that you are dealing with companies that offer the best of knowledge, skills and reliability. Health and Safety is another factor to be taken into account as the signage company will be a sub-contractor that you are engaging and responsible for. You need to be confident that the company you are dealing with not only knows what is going to work for your hotel visually, but will also follow all Work Safe guidelines when installing on your site. Ask to see their portfolio of work which will show you their design flair and track record. ■

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AccomNews - Winter 2019

Three reasons why

Facebook & Instagram dominate accom marketing By Tambourine

Social media advertising has become a seemingly unstoppable force that is transforming the ways accom operators allocate their marketing funds. The Facebook and Instagram advertising platforms have risen to become the predominant options for social advertising, occupying a progressively larger place in accommodation operators’ media plans. We’re continuing to see substantial increases in Facebook and Instagram ad spending, with overall social media advertising spend in the U.S. alone expected to reach $18.4 billion in 2019, according to Statista. Facebook currently enjoys a massive piece of that advertising pie, with 97 percent of social advertisers choosing it as their most used and most useful social media platform, says Sprout Social. Instagram’s importance continues to grow as well, thanks in part to the popularity of Instagram stories, driving ad spending that’s 23 percent higher than on Facebook, according to Merkle. So why are accommodation properties allocating more and more of their budget to social ads? Here are three key reasons Facebook and Instagram are snatching up space in marketers’ media plans.

1. Facebook & Instagram ad units dominate the mobile creative landscape Worldwide mobile ad spending is expected to reach $247.4 billion by 2020, according to Statista. This reflects the growing dominance of mobile device usage compared to desktop

AccomNews - Winter 2019

computers, with up to 70 percent of web traffic now happening on mobile, according to CIODive. That makes implementing an effective mobile ad strategy a top-of-list concern for accommodation marketers. That being said, there’s no better intersection of creative and audience targeting than on Facebook and Instagram. Facebook and Instagram allow you to deploy incredibly robust mobile ad units in a medium (mobile) that is ever-increasing in terms of importance and usage. And Facebook continues to innovate, always delivering fresh, disruptive ad units that allow for video and animated graphics. Facebook and Instagram continue to allow advertisers into top placements, like the Instagram stories. Plus, there’s Facebook’s ability to deliver robust mobile landing page experiences within ads, such as Facebook Instant Experience. “Facebook’s investment in their ad units has played a big part in the success of the platform,” said Laura Galindo, director of content marketing at Tambourine. Why is this important? Well, traditional display tactics have remained stagnant with their creative ad units and placements for years, limited mostly to static image banners, which have grown less and less effective over time as users increasingly suffer from banner blindness. You can also measure Facebook and Instagram’s success by how other advertising platforms have begun modelling their ad units on what Facebook’s been doing for years. For instance, LinkedIn’s recent update to their ads platform owes a lot to what Facebook accomplished, from its back-end

interface to its news feed carousel ad units. On that same note, programmatic platforms like Adara and Sojern are beginning to share their audiences with Facebook and Instagram, pairing the power of their unique audiences with the unrivalled mobile ad capabilities of the Facebook and Instagram platform.

2. Robust re-marketing capabilities and segmentation Facebook took a lot of fire last year for privacy issues. And while it dialled back on some third-party data - like income and spending behaviours - its core ability to create audiences based on actions is more robust and effective than ever. Facebook offers multiple means of re-marketing, and not just limited to users who have been to your website. For example, marketers have the ability to import email lists and match emails with a Facebook profile. If a user watches a video at top-of-funnel, marketers can retain that user for up to 360 days and continue to layer-on messaging, bringing that user further down the funnel. You can also target people who have engaged with or visited your Facebook or Instagram page over the last 30 days, hitting users during the search phase. “Facebook and Instagram’s targeting has been getting very good at identifying users at various stages of the funnel,” said Galindo. Facebook and Instagram’s ability to tap into user activity or assign date ranges allows advertisers to create buckets or segments of users at different points of the funnel. This allows you to better serve targeted and customised messages.

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“These re-marketing and segmentation tactics allow you to plan beyond one-off tactics and look at your media and social media marketing strategy as a whole,” said Galindo.

3. Proven return on investment For a long time, accommodation was wrongly looking at Google last-click attribution models to get a sense of how social ads were performing. While that model is great for Google, it’s not so great for non-search platforms. “Google performs really well there, because it’s search. People search when they’re ready to book, it was always the last touch point,” explains Galindo. “But how did they find out about the property before they searched? That’s the gap we’re able to close now on Facebook and Instagram.” When Facebook and Instagram implemented their 28-day click- and view-based pixel, the story around social media became clearer. Essentially this feature transforms Facebook into its own ad server. For example, marketers can see if a user who engaged with a Facebook ad then went on to book a hotel room, within 28 days of being exposed to that ad. The ability to show a more accurate picture of attribution has changed social media reporting and planning forever; it’s almost crazy to think that marketers once reported on soft key performance indicators such as likes and follows. “When you see the amount of revenue that Facebook’s touching, whether it be click or view based, it’s impossible to ignore,” said Galindo. ■ www.accomnews.co.nz

Meet the game changers

in holiday park refurbs By Kate Jackson, Editor

Ask Kiwis about their best family times and many will revolve around golden days spent at holiday parks. They may have surveyed Paris from Sacré-Coeur or ridden camels in the shadow of the Great Pyramid of Giza, but it is the simple pleasures of summer days spent bike-riding, mini golfing, trampolining and BBQing at home that evoke the greatest nostalgia. Holiday parks are an environment where families reconnect in a timeless embrace of fun;

and when we find a good one, we return again and again.

assume spotless facilities are a given.

Of course, what guests will fail to appreciate are the levels of investment and maintenance which go into ensuring each park visit is as good as the one before.

Expansive leisure facilities, wellappointed accommodation and dream-inducing bed mattresses are just the starting point for your average holiday park family, not luxury additions.

While the appeal of holiday parks is universal and timeless, the expectations of consumers are not.

Add to that the inevitable wear and tear exerted by active children and it means regular refurbs are a must.

When once a chilly and uninspiring outdoor pool sufficed, now families will seek out a tropical oasis or pirate-themed water park.

Children’s entertainment

Guests don’t expect to go home with veruccas from shared bathrooms anymore, they

Being ‘family friendly’ is one of the top three reasons why people choose a holiday park. Space for kids and families to

play, and facilities to encourage littlies off electrical devices, are among the greatest pulls. Because holiday parks are a lot more lenient than other accommodation options when it comes to noisy kids, parents can relax as their raucous offspring backspring across the bouncy pillow, secure in the knowledge that no-one will complain. Kids clubs and facilities to keep little bodies active, such as adventure bike tracks, rope play areas, and splash parks, are among the drivers for families looking to book a holiday park break, as are opportunities to get close to nature through walking trails and eco tours.

Safety compliant bunk sets from Haven When planning your next upgrade, you can be assured of fully complaint and safety standard approved bunks and beds, when sourcing though Haven Commercial. The range of fully tested

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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.

REFURBISHMENT

AccomNews - Winter 2019

Water parks are beginning to take precedence over traditional swimming pools at parks as parents seek a fun, low-risk aqua environment for their children on holiday. Zero depth water parks lessen the chance of drowning incidents, so providing a more relaxed experience for parents, and offer the added bonus of decreased water evaporation and lower water sanitisation

costs than traditional options.

Beds Remember cabin bunk beds with saggy mattresses and the clearance height of a fridge shelf? They don’t make them like that anymore. Regardless of budget constraints, reputable manufacturers understand the folly of skimping on quality

Baytex talks style and function

when it comes to mattresses for space-saving beds. 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. Modern bunks are 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.

With our simple, functional, high performance and stylish designs the Glamping collection is an exciting addition to our range.

Baytex is also a leading designer and manufacturer of marquees, alloy framed structures, tensile membrane canopies and lining systems.

Upright folding beds and stand-up beds on wheels are good temporary bedding solutions for extras that fold to full-size bed height and can offer a surprisingly good night’s sleep - as can that old favourite, the rollaway trundle stored below decks. Simple wooden and wire

under-bed luggage trays with built-in caster rollers can be used for under-bed storage to help guests stow luggage.

Accom options Glamping tents are changing the game for holiday parks. From yurts to large-scale safari tents, popularity is growing exponentially thanks to their double charms of stylish home comforts with just a hint of wild. Premium quality canvas provides up to 20 years’ longevity when supported by sturdy steel or wooden frames. The canvas needs to be tough, waterproof and fire retardant. Top quality will result in a better return on your investment as the materials will last longer. Standardised pre-fabricated glamping kits allow operators to assemble the structure and while less customisable than more be-spoke options, are the cheapest alternative. Many models include wood-burning stoves and insulation, making them a year-round accom solution.

Haven Commercial Providing

sleep system options Haven Commercial; a division of Haven Distributing Company: a proven specialist product developer, importer, wholesaler and distribution company of furniture & homewares to the hospitality and retail sectors. Being particularly focused on the design, manufacturing and safety standard compliance of their commercial bunks & beds, manufactured in steel or solid timber. Haven’s products have been successfully supplied to numerous accommodation

AccomNews - Winter 2019

sector groups, including Backpackers, Holiday Parks, Children’s Holiday camps, Prisons, Seasonal Worker and Student accommodation facilities. Haven & NZ Comfort Group’s procurement & supply association, for innerspring mattresses & beds, creates a ‘one-stop’ shop for hospitality sleep systems. For more information call +64 (9) 213 3024 or email sales@havennz.com www.havennz.com

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Glamping provides flexibility through changeable bed options and can accommodate everything from stag parties to backpacking groups, families to couples in a range of bedding configurations from basic bunks to king-size luxury. But be warned, making your tents unique and providing cosy and luxury touches is imperative if youâ&#x20AC;&#x2122;re looking to charge hotel-room rates Modular accommodation is similarly changing the face of holiday parks. The option to have a cabin assembled offsite and delivered plumbed and ready for action within a day means upgrades are quicker and simpler than a generation ago. They also allow greater input into design, with most manufacturers offering a range of styles and building materials in sizes ranging from studios to three-bedroom cottages. Weathertex and Colorbond cladding are among the most common exterior surfaces, with Colorbond the

preferred roofing choice and verandah rails ranging from stainless steel to timber.

Tasman Canvas presents the all-rounder

Internal cabin fittings are comprehensive - from stainless steel door handles and ornate cornicing to fully fitted kitchens and bathrooms. Aircon units are standard and manufacturers offer a choice of finishes depending on budget.

Kitchen and bathroom blocks Ancient brick and tile amenities are being replaced in their hundreds with portables designed to weather Kiwi conditions - and families. Again, buildings can be customised based on needs such as wheelchair accessibility, kitchen setups, family bathrooms and laundry facilities with features like entry keypads and signage included. Manufacturers will also advise on council rules, energy efficiency and sustainable materials.

BBQs While there is something elemental about cooking

The Glamper - one of our most popular semipermanent glamping options. Features an ultra-weatherproof PVC fly for peace of mind, highest quality Polycotton canvas

outdoors, holiday park visitors expect to sizzle those steaks on modern gas or electric BBQs. Latest models are built to withstand the harshest extremes of weather and are designed to look sleek and

for durability, breathability and aesthetic value, wooden flooring and framing, two sizes available, only quality materials, manufactured at Tasman Canvas, Motueka, New Zealand.

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AccomNews - Winter 2019

Your hotel lobby - your statement

Image supplied: Michelle Weir

When we are asked to design or refurbish lobbies, some of the key issues are:

The advent of software that allows us to undertake check in while seated and conversant provides an opportunity

The changing role of reception As technology has become more portable and the omnipresent nature of wifi is available to us in all areas of hotels, the reliance on a traditional reception counter has waned. While there is still merit in signalling to customer’s a point of contact or service location, there is also the very real opportunity to improve the customer’s experience with a more relaxed check in experience that is not conducted across a counter. The advent of software that allows us to undertake check in while seated and conversant provides an opportunity. That is not to say that a reception pod is superfluous to requirements, as we still need to signal a place for staff contact. There are those that will lean to seamless check-in where no personal interaction occurs, however I would argue that there is still a need to provide a service aspect for even the most tech savvy of guests who are happy to move through life without personal interaction. While this may be a highly efficient means of checking in and out, it is not always the most hospitable.

AccomNews - Winter 2019

Vee Kessner

Director, Space Studio

Blurring the lines between reception, coffee and bar Increasingly we are asked to design reception areas with a close link to a coffee / bar area. The result is an enlivened reception space that no longer is simply a thoroughfare but also a meeting place. If this more casual environment suits the brand offering the resulting lift in food and beverage turnover coupled with the benefit to guests to offer a lively space for business or leisure gathering is an excellent solution. Where possible this design should take into account, the shared servicing of the space, to assist with managing operational costs associated with additional staff.

Key considerations for design extend beyond the planning. Lighting is a crucial consideration

for lobbies. Particularly as these lobbies are designed for different functions through the day so should the lighting be able to support and enhance those moods. Brighter in the morning, flattering in the evening and moody late at night. Some of the big mistakes we see are: •

Too much light - too white, too bright.

•

Too much spent on an expensive dimming system when a simple approach will suffice.

LEDs have been embraced by the hotel sector for the cost saving they offer. Too often, however, we see LEDs impact negatively on the ambience of a space because

dimmed. Dimmable LEDs that dim to a low glow are available - choosing the correct fitting and getting advise is recommended. Sound. Enhancing ambience within a lobby through sound is important. Implementing this, and investing in music playlists to enhance the changing moods through the day in alignment with the brand offering, is a subtle but powerful tool.

Last but not least - first impressions count. Clear the Clutter

The colour rendering of the LED, despite it being ‘3000k’ warm white, still lacks the full colour spectrum that is needed to give a warm and inviting feel, resulting in a grey feel within the space.

Invariably over time, the advent of plastic brochure holders and the associated paper clutter start to creep into spaces. Given technology and our ability to research and connect to local information or hotel offers, we highly recommend keeping the spaces created free of this clutter. IT will be good for your image and good for the environment.

The LED, when dimmed, flickers and as a result the space can never be

Honour the space you present and carefully curate everyday what is on show. ■

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Inspired design delivered

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Emergency lighting:

How safe

is your property? By Kate Jackson, Editor

Emergency lighting isn’t something that guests are likely to notice until they need to. But if the unexpected hits and evacuation is required, it is imperative that there’s adequate lighting to guide staff and visitors to exits and illuminate their path to safety. In accom properties, internal emergency lighting generally kicks in when the main power supply is cut and normal illumination fails. The loss of mains electricity could be the result of a fire or a power cut, plunging buildings into sudden darkness and putting occupants in danger of physical injury or panic. Emergency lighting impacts each facet of protocol in an evacuation; from crowd control and directional cues to hazard avoidance throughout stairwells, hallways and external grounds. It also aids carpark safety and helps with security footage visibility in the wake of an incident. Correct fitting and maintenance are as important as the quality of the lighting product, and accom operators should ask

AccomNews - Winter 2019

for assurance from any supplier that their services and products adhere to national standards for emergency lighting. In terms of maintenance, tests should be carried out every six months and fittings should also be cleaned regularly.

Standard issue AS/NZS 2293.1:2018 is the latest standard covering emergency lighting in buildings. This joint benchmark was approved by the Council of Standards Australia and by the New Zealand Standards Approval Board last year. It involves three parts: AS/NZS 2293.1 governing system design, installation and operation AS/NZS 2293.2 governing inspection and maintenance AS.NZS 2293.3 governing emergency luminaries and exit signs The objective of the series, according to the two standards bodies, is to “provide designers, installers and certifiers of emergency lighting and exit signage schemes with the relevant requirements and guidance for the provision of emergency lighting and exit signs

to all designated spaces within a building in order to ensure an acceptable level of illumination for the safe evacuation of occupants from those spaces in an emergency situation”.

Light fantastic Emergency lights for commercial properties are either nonmaintained, which means they only come on when the power supply to the normal lighting fails, or maintained, which means they are illuminated 24/7. A risk assessment can help identify what will work best where for your property. Modern lithium-powered LED lights offer increased longevity, reduced maintenance issues, lower energy consumption and extended warranty periods. Latest technology also includes photoluminescent lighting - a sustainable and cost-effective alternative which meets all building code requirements. Exit lights all feature the same green with white detailing and symbols readily associated with an exit sign. These vital emergency beacons vary in energy efficiency and width, with weatherproof covers and containers available. Features such as mounting, length of life, and whether the light is single or double sided are all

SAFETY & SECURITY

considerations, depending on use and position of the light. Whether you want your emergency lights to work standalone or as part of a networked system is a critical point of discussion with any chosen supplier. Satellites and emergency luminaires come in a range of shapes and sizes and should be selected based on the layout of your property and the scope of planned evacuation routes. Again, weather-proof versions are available. If you are looking to refurbish an older property, it’s worth having risk assessment carried out so you can be sure that all emergency lighting meets the latest requirements. You may find that the lighting needs to be rearranged, for example, to satisfy standards revised just a year ago.

Standalone or linked? Emergency lighting can be controlled through a stand-alone central monitoring system or a DALI (Digital Addressable Lighting Interface) incorporated into an existing building management system. Which works best will depend on a property’s individual requirements and existing set-up - so put suppliers under the spotlight to discover the best options for you. ■ www.accomnews.co.nz

Ecoglo Hybrid Sign

the future of emergency exit signage

Ecoglo Hybrid Exit Signs – the ultimate solution in emergency exit signage. A photoluminescent/LED system which requires NO BATTERY backup and is effective in all lighting scenarios. Meets New Zealand Building Code (NZBC) Clause F8/AS1. Ecoglo’s standard S20 photoluminescent exit sign requires ambient lighting, whether daylight or electric, to sufficiently charge the sign. This ensures that, when the lights go out, the sign will remain visible for the time required

by NZBC to allow safe evacuation of the building. These signs are a highly sustainable and extremely cost-effective emergency exit signage option. However, there are situations where there is insufficient ambient light to charge Ecoglo S20 signs ready for an emergency - an unlit stairwell, for example. For such scenarios, Ecoglo developed the hybrid sign. With a fully integrated dedicated light source to ensure the photoluminescent material is always sufficiently charged, it is a serious alternative to the conventional electrical battery-backup exit sign. The hybrid sign is wired to the local lighting circuit so the integrated

LED light source keeps the photoluminescent sign charged ready for an emergency. In the event of a power failure, the sign will remain visible for the time required by NZBC to allow safe evacuation of the building.

that point in time - it does not guarantee

While batteries have been a key component in conventional electrical exit signs, they are not required for the hybrid sign, making it a much more reliable, cost-effective and environmentally friendly alternative.

as are the environmental costs which

Batteries are not failsafe and are a significant cause of exit sign faults. The six-monthly battery discharge testing required for battery-backup signs only confirms that the battery is working at

hospitals, arenas and universities.

that it will be working next month or in a lights-out emergency. Inspection and maintenance costs as well as battery replacement costs associated with these conventional exit signs is huge, include precious resource use, disposal issues and health and safety concerns. Ecolgo hybrid exit signs can already be seen in many facilities around New Zealand and Australia including

For more information contact Mike on 03 348 3781 or email to miked@ecoglo.com

Ecoglo Hybrid Exit Sign The cost-effective and sustainable alternative to traditional electrical battery-backup exit signs Features include: • LED/PHOTOLUMINESCENT EXIT SIGN SYSTEM works in all lighting scenarios • NO BATTERIES no costly battery discharge testing, replacement or disposal • NO EXTRA WIRING connects to local lighting circuit so no outlay for extra wiring • LOW POWER CONSUMPTION reduces energy costs • FAILSAFE if LED fails sign will still operate as a standard photoluminescent sign • MINIMAL MAINTENANCE reduces ongoing costs • NZBC F8/AS1 COMPLIANT

VISIBLY BETTER

www.ecoglo.co.nz

ECONOMICALLY FEASIBLE • ENVIRONMENTALLY FRIENDLY • SOCIALLY RESPONSIBLE www.accomnews.co.nz Release - Year - Issue - XX

SAFETY & SECURITY SECTION

AccomNews - Winter 2019 schoolnews.co.nz

51 XX

By Gary Bowering, Marketing Manager, ServiceIQ

When Eliesa Sime was a student at Mt Roskill Grammar in Auckland, his goal was to become a chef. For the last five years, he has been part of the team preparing delicious dishes for travellers at Auckland Airport’s luxury Novotel hotel. In late 2017, he successfully completed ServiceIQ’s premiere Cookery Apprenticeship achieving the New Zealand Certificate in Cookery Level 4 qualification and was promoted to demi chef. Back at school, his passion for cookery served him proud: he passed NCEA Cookery with merit, which, on leaving college, helped him gain the classic entrée to a chef’s career, a role as a kitchenhand, at the Sofitel Hotel in downtown Auckland. Now the 26-year-old, who relishes his new role at Novotel is on the threshold of a great career. What’s his secret recipe for success?

Eliesa Sime

It’s not an easy job but it’s very satisfying and I work for the joy of it.

AccomNews - Winter 2019

“Put your head down, focus on the work and don’t take your chances for granted,” says Eliesa who made a point of asking his employer for more and more opportunities to learn while he earned. “I love the passion you put into creating dishes for guests. When you put your mind to it you can really succeed. It’s not an easy job but it’s very satisfying and I work for the joy of it.”

chef Nancye Pirini, has proved the perfect way for him to upskill. He also had a young family to support so earning while he learned was a must. “Nancye was a really big support to me. She and the other senior chefs gave me a lot of advice, taught me right from wrong and showed me how to do things properly. The apprenticeship is really full on and you just have to stay on top of your theory and paperwork.” ServiceIQ hospitality sector advisor Clayton KiplingAnderson was always on-hand to answer any questions about the qualification programme and challenged Eliesa to achieve even more than he imagined he was capable of. “Clayton liked to push me and give me tough deadlines to increase my motivation,” laughs Eliesa. “He was a really good co-ordinator who would always come and check on my progress and give me a hand.” His inspiration to become a chef came from watching his Tongan-born relatives create traditional island dishes for big family and community occasions like birthdays and church events where cooks cater to hundreds of guests. “My auntie was always cooking and my uncle showed me how to cook my first spit roast when I was ten years old,” he says.

In New Zealand, there’s a high demand for chefs but Eliesa thinks a lot of young people might look at the pay rate and long hours and get put off.

His mother is from Vaini and his father is from Haalalo, both on Tonga’s largest island Tongatapu. They emigrated to New Zealand in the 1980s.

“But if you’re passionate about cookery, the secret is to make your work fun and enjoyable. I love what I do so my job is always rewarding.”

Eliesa went to Tonga as a teenager on holiday. He recalls how he and his family would go down to the beach in the evenings with a small portable barbeque. They might have lamb on the menu and if they’d forgotten to bring the salt, they’d simply dip the meat in the sea to add salt and pop it on the grill.

Eliesa, who has won a couple of medals at national cookery competitions, gained his Level 3 Cookery qualification at a chef training college years before he started at Novotel. However, training on the job in a real workplace with proper guidance and mentoring from expert professionals including well-known Novotel executive HUMAN RESOURCES

It confirmed to the young chef that fresh ingredients and a simple approach can create the most memorable meals. ■ www.accomnews.co.nz

HOSTS ARENâ&#x20AC;&#x2122;T BORN THEY ARE

TRAINED IT TAKES A LOT MORE THAN HANDING OVER A KEY TO MAKE YOUR GUESTS FEEL WELCOME. Some people have the talent for service, but they still need to learn the right skills to do it well. The tricks of the accommodation trade. The art of satisfying customers and making them feel like guests.

Whether you run a hotel, holiday park or an international conference centre the difference comes down to three words and one simple and effective concept: on-job training.

Itâ&#x20AC;&#x2122;s the difference between just doing the job and doing it brilliantly. So brilliantly in fact, that your guests come back more often, spend more, recommend you to others and write favourable reviews that help attract more guests.

Please call ServiceIQ now to find out how employees right across your business can go to the next level with one small step. With ServiceIQ it could even be free.

0800 863 693

www.ServiceIQ.org.nz

Why trainees exposed to diverse roles will make better leaders By Karen Dade, Director, Taylor Dade Consulting

There is a fixed time expectation. These learnings are invaluable.

In the ever-changing dynamic of today’s connected world, things are increasingly complicated, and this is no less true for hospitality.

As an employee, learnings acquired from each role add depth to your resume and improves future decision-making capability and leadership skills.

If you think hospitality is a career for you, identifying your personal preference for face serving, front-of-house guest interactive service roles, or the anonymity of back-of-house operations and more prescriptive data roles, is easier with having on-thejob experience and is perhaps one of the very first important decisions to make. Providing your staff the opportunity to explore these options will help them stream into careers that better fit their preferred choices and will increase the likelihood of them enjoying a long and successful career in hospitality. Hospitality is a 24/7 business. Weekend, public holiday and shift work affects your lifestyle choices, with administrative and HR roles offering more typical nine-to-five shifts. Starting a job in hospitality is often a way to pay for study and is not a first career choice. But exposure provided by these first jobs can promote future career options. They also provide critical first-hand insight on how management decisions directly impact staff ability to do their job. For example, how rostering impacts service outputs, delivery timelines, labour costs, and ultimately the guest experience. You cannot say to a guest: ‘Sorry, we are not ready’.

Classroom learning about management does not provide the insights gained from this early hands-on experience. Once upon a time, completing a degree in hotel management gave entry to any role in hospitality, from hotels, resorts, events, restaurants, tourism roles and more. But as the industry has diversified, early selection of specialty course content is now required - whether that is in tourism, sales and marketing, hotel management, event or resort management, aged care and more. Specialty course content provides intimate knowledge of specific sectors of the industry - which is good. But in my view, this should be a decision made after first having had a broad introduction to all facets of hospitality and operations. Recruiters seek square pegs to fit square holes, round pegs to fit round holes. It’s easier. Online search engines discard anything that fails to “fit” the recruitment profile, before any chance of a human glance. It is easier. But diverse hands-on experience gives a more robust understanding of key management concepts and how these underscore the full spectrum of hospitality roles. Diverse experience provides depth of understanding and enables wider perspective on opportunities.

to be gained from enabling staff to cross-train and multiskill, both within and across departments. Whether a small enterprise or large organisation, the employer must commit to the extra training involved to ensure the experience is a happy and safe one for the company, the staff, and for the guests.

industry qualification, but do they offer broad hands-on experience gained from a variety of roles at the coalface? Data analysis, customer profiling, revenue management and administration are building blocks and the foundation of preparing a robust budget. But the use of data needs to be put into specific context!

When done well, enabling a diverse work experience:

Industry standards to service a hotel room may not factor in the number of beds in the room, the provision of a kitchen, the materials to maintain, the layout or size. A wall of louvre windows will take a lot longer to clean than a simple glazed window. The location of supplies and equipment must also be considered.

•

Is empowering, individually and collectively for the team.

‘Walking in the other persons shoes’ enables empathy and insight and helps make better business decisions.

•

Adds depth to your team.

Roster robustness helps meet everyday changes to business demands and dynamics. Each player understands each role and can step in confidently if the situation demands.

•

Exposes individuals to roles that may not have been on their radar.

They may enjoy, or indeed dislike an experience which will help direct their future career choices.

•

Improves staff engagement and retention.

Staff feel more valued when their personal development and growth is a priority, and are more likely to stay.

From an organisational perspective, there is much value

Increasingly, cluster general managers are becoming the norm, the role of GM diminished to one of maintaining operations, delivering to budget and enforcing brand expectations. Today’s managers are likely to have

AccomNews - Winter 2019

HUMAN RESOURCES

When rolling out brand strategy for operations, how do you embrace the unique nuances of the particular culture or the hotel location? The opportunity for inclusion should be considered before plans are developed, to ensure it is can be cost-effectively integrated. Equally, a revenue optimisation strategy for a city centric hotel is unlikely to work for a remote destination hotel. Understanding how the pieces of the puzzle fit enables sound management strategies. Exposure to a wide range of hospitality operations provides greater insight for future management decisions and helps identify new possibilities. Understanding the end-toend delivery process is crucial when developing new ventures and how this impacts service outcomes and possibilities can affect profitability. ■ www.accomnews.co.nz

Clothes maketh the brand… By Kate Jackson, Editor

Which means in-house bars and restaurants are increasingly looking to set themselves apart from their parent hotel through styling.

Five-star service begins with how your staﬀ dress. The team’s attire is just as much a reflection of brand as the warmth of your welcome and the quality of your guestrooms.

As well as being brand-reflective, hospitality uniforms must stand up to the rigours of work in an often fast-paced and demanding environment.

A uniform should resonate strongly with the clientele and give identity to a brand, a unique identifier which plays a part in differentiating your offering from the competition. Whether for a general manager, concierge or restaurant waiter, uniforms developed by quality manufacturers in conjunction with a property will ensure a holistic approach which best reflects what you stand for. Those suppliers can provide customised logos and wording on any staff apparel, and their design staff will work with operators to ensure the best display results.

Out in front As the face of your accom, front desk staff need to nail their presentation standards. Suit blazers and pants in lightweight, high quality stretch fabrics look smart and provide a base for your style while allowing ease of movement for the myriad frontline staff perform daily. www.accomnews.co.nz

A shirt choice can either provide a high-end luxury look or a more casual vibe (in denim, for example). For a contemporary look, blazers can be paired with black jeans or sneakers, and waistcoats can be added to the mix. Quality manufacturers will prioritise function and priority while creating key pieces to mix and match which help define your brand while. Adjustable cuffs on shirts of service staff, for example, are a must where rolled sleeves are required, and extra-length shirts and t-shirts ensure staff don’t expose their skin when reaching across tables, or up to high bar shelves. Any fabric must stand up to regular and sustained

washing without fading or stretching out of shape, with men’s and women’s shirts generally designed with subtle variations to sit comfortably on different body shapes.

Restaurants and cafés New Zealand is a nation in love with dining experiences, café culture and coffee, and a well-thought-out uniform is part of the essential visual appeal of a venue. “The most important focus for hotel food and beverage is to make any restaurant or bar a destination in its own right and to give employees the level of expertise they need to succeed,” hospitality writer Terence Baker recently wrote of current industry thinking.

HUMAN RESOURCES

Aprons, the most obvious contemporary expression of brand style, are designed with large pouch pockets to fit notepads, iPads and payment devices and include easytie straps for busy staff. Latest designs include crossback, bib, and waist aprons, with coloured ties allowing style variations and fabrics and shades reflecting the latest trends - think khaki, distressed denims and grey linens. Kitchen attire, from chef shoes to jackets to hats, is designed with safety top of mind. That said, there is some room for style back of house. The customary black or white chef jackets are now being complemented by stone-grey and denim zipped or buttoned options, and red, blue and lime green jackets are becoming de rigeur in the kitchen. ■ AccomNews - Winter 2019

To F&B, or not to F&B, that is the question By Terence Baker

“On some days, we only have six residents eating in the restaurant, but I have no doubt that it adds to the hotel’s allure and RevPAR. It is a qualitative process, not a quantitative one.”

One of the thorniest dilemmas in hotel operations is whether to have to a restaurant and then how to run and manage it, according to panelists at the recent Hotel Operations Conference in London. Three hotel operators—one with one restaurant, a second with numerous chain outlets across Belgium, the Netherlands and Luxembourg and a third who has decided not to have any— spoke about the what, why and where of food and beverage as a boost to a hotel’s credibility, or as a potential cash drain. Speaking at a panel titled How F&B makes money, Jeremy Robson, owner of the Great Northern Hotel in London, said restaurants must never be ancillary to rooms if the hope is to make them a success. Rather, restaurants must add to the overall value of the hotel, and thus average daily rate, even if they are not a runaway success as stand-alone offerings. The Great Northern, adjacent to Kings Cross and St. Pancras stations, is now part of Marriott International’s Tribute Portfolio soft brand, and its restaurant Plum + Spilt Milk is nationally recognised. Herman Klok, an Amsterdambased regional director of

AccomNews - Winter 2019

Opting out Nadler Hotels, which has four hotels in London and one in Liverpool, does not have restaurants, said CEO David Orr.

From left: Herman Klok, NH Hotels Group; Jeremy Robson, Great Northern Hotel; David Orr, Nadler Hotels. (Photo Terence Baker) operations at NH Hotels Group, said in Amsterdam and many other European cities hotel restaurants are changing their concepts and becoming as popular with locals as they are with guests, and that never used to be the case. The most important focus for hotel F&B (food and beverage) is to make any restaurant or bar a destination in its own right and to give employees the level of expertise they need to succeed, panelists said. That most likely means getting non-hotel industry experts in, which comes at a cost.

percent of which comes from F&B. Although it is known that 75 percent of Michelin-starred restaurants do not make a profit.” The conference came a day following celebrity chef Jamie Oliver’s announcement that his restaurant group will close 22 of its 25 restaurants in the United Kingdom, although one of the restaurants at the Watergate Bay hotel in Cornwall will remain open.

Klok oversees 13 assets in Amsterdam, and some of the restaurants in those properties are outsourced. “We have different models in place, and three different hotel brands,” he said.

“Fifty percent of the hotel’s revenue, some £13 million ($23.6 million), comes from the restaurant, and its covers are 90 percent non-resident, and without them it would not have the same atmosphere,” Robson said, who added that location—as has always been the case—is very important.

“One has a Michelin star in a hotel with 20 percent group business and €50 million ($80 million) total revenue, 20

“It’s difficult to be specific on what (a restaurant) brings to (revenue per available room), but it is about brand value and allure,” he said.

FOOD & BEVERAGE

“We choose micro-locations in cities that already have a great F&B product,” he said. “We offer discounts at chosen restaurants. Hospitality and culture is our focus, and we do not have a distraction of F&B.” Robson said that decision is a sound one for many hoteliers, especially in world-class cities. “Most hoteliers do not make good restaurateurs,” Robson said. “I do not want a hotel manager managing my restaurant. I do not want to have influence from rooms in my F&B. That is not to say (GMs) could not do it, but you need best practices, which brings in energy.” Orr said there’s a crisis of confidence as to what the industry’s core hotel brands are and what they want to offer today’s guests. But Robson said he still enjoys plenty of negotiating power when it comes to F&B. “Our deal is structured that Marriott has no say on F&B,” Robson said. “You take the best bits of the brand and, hopefully, the best bits of the boutique hotelier, and it works www.accomnews.co.nz

if there is the expertise that matches the rooms’ expertise. Brands have to be careful not to intrude, as it affects performance, especially in terms of labour.” Orr said that the Jamie Oliver Restaurant Group’s collapse underlined it is not just hotel restaurants facing significant challenges. “The Jamie Oliver staff were told they were only being paid up to the day after the chain collapsed,” Orr said.

Experiences and risks NH Hotels is now part of Thailand’s Minor Hotels, which has brought its mark to the Spanish chain, but such an injection does not always mean success, Klok said. “Minor has brought luxury to the portfolio, and its restaurants,” he said. “What is important is do you have the right support network, marketing, branding, and sales?” Robson advised to pick a niche and own it. “What is critical is to have differentiation, and that does not only mean going upscale,” he said. “Ask yourself how do you optimise that asset? Jamie Oliver would have been operationally geared, with an eye on fixed costs, too. A full-service hotel restaurant requires a sustainable business, and that depends on location.” Orr agreed. Nadler has two rooftop bars, which he said provided amazing experiences. “Have experiences to sell. RevPAR comes from an incredible sunset,” Orr added. Klok said NH’s Hotel NH Collection Eindhoven Center is well known for its Vane restaurant and bar, which he said “helped put the hotel on the map.”

Sachet style: What does

your caddy say about you? By Kate Jackson, Editor

More and more guests are not just looking for, but actually asking for, quality ethical and environmentally friendly products. Gone are the days when you could pop a few generic teas and coﬀees into the kitchen or mini bar and think you were covered. Sustainability and wellness and the two major trends in accom, and that extends to the green packaging and ethically sourced ingredients of the drinks in your guestrooms. Just as minibars are evolving to include flavoured and sparkling waters among their soft drink options, so sachet ranges are reflecting the demand for a variety of quality offerings. Green and herbal teas jostle for caddy space with Earl Grey and English Breakfast, while coffee options are increasingly likely to reflect the national obsession with a quality brew. AccomNews asked Jimi Kennedy-Grant, sales general manager for eco-friendly consumables supplier HealthPak, to explain the standards expected of guest beverages in 2019.

exclusively imported either pre-packed or in bulk to be packaged locally. We chose to import quality bulk tea and coffee and package it locally specifically so that we can test every batch prior to packaging it for your guests to enjoy. “We have three main brands that we supply to the accommodation market. These world class teas are all taste tested prior to being packed into 100 percent degradable individual envelopes for guests to enjoy guilt free. “From instant coffees to plunger coffee, all our coffees are crafted and roasted by our international master roaster. Our premium freeze-dried coffees are all blended specifically for the Australasian palate and again are all taste tested prior to foil packing for freshness. “On Fairtrade, our Fairtrade range of beverages has proved such a hit that in just a few short years we’ve brought the Fairtrade message directly to over nine million hotel guests. “That’s nine million beverages for which the farmer got paid a fair price. “Not only are the contents all Fairtrade certified, they are packaged locally, and you guessed it, we taste

test every batch.” Jimi says accommodation managers and owners are increasingly discerning about the details that help define their brand and the ethos of their property. In this era of hyperpersonalisation, ‘owning the customer’ is increasingly becoming key to success and little touches add up to a big deal when helping establish enduring guest loyalty. Catering for children is becoming a vital part of establishing guest rapport as family travel increases its share of the visitor market, so accom properties should be looking to provide beverage options for the littlest members of the party, too. HealthPak has developed a cold orange squash sachet specifically designed for the New Zealand and Australian accom market, Jimi says, for “keeping kids happy while traveling”. “Its little innovations like this and the fact that we taste test every batch of tea and coffee that gives customers the knowledge that they are providing their guests the best possible beverage solution,” he says. ■

He said: “Teas and coffees are, by their nature, almost

There are plenty of pitfalls in hotel F&B, but taking a leap can pay off, Robson said. ■ Terence Baker has written about hotels, tourism, hospitality, events and business travel for more than 15 years. The former managing editor of the American Automobile Association’s Car & Travel magazine, he has also written for Meetings & Conventions, Meetings & Incentive Travel and Travel Weekly. He is currently senior reporter, Europe, for Hotel News Now. Originally published in www.HotelNewsNow.com.

www.accomnews.co.nz

FOOD & BEVERAGE

AccomNews - Winter 2019

Linking properties with owners Archway Motel, Wanaka Jono Jarvis, at LINK Christchurch & South Island, was delighted to transact the sale of Archway Motel to Joey and Jack, a young and motivated couple. A major purchase of this type including land, buildings and a business, is not without its challenges and at first seemed daunting to Jack and Joey; they have hit the ground running and have enjoyed success from day one! Both from Auckland, Joey was a mortgage/financial advisor and Jack a builder, the pair were convinced that the forecasted growth in tourism and specifically the resort town of Wanaka would benefit them in the long-term so they took the plunge! In a few short months and with a tonne of hard work and enthusiasm they have started transforming their property to enhance their guestsâ&#x20AC;&#x2122; experience. The property is on 1.8 acres and Jack is already thinking of building new units to complement their investment! Sold by Jono Jarvis, Business Broker at LINK Christchurch & South Island, 021 177 9760 or jono.jarvis@linkbusiness.co.nz

Pines Holiday Park in Hanmer Springs Congratulations from Sally Everitt and the LINK team to Craig and Katrina Andrews on their purchase of Pines Holiday Park in Hanmer Springs. Taking over on the Monday of Easter Week and with the help of the previous owners they quickly learned the ropes, and now are seasoned Holiday Park operators. Coming in with fresh young minds and lots of enthusiasm and energy they have many ideas for the Holiday Park and already have resurrected the 18 hole mini golf course which hadnâ&#x20AC;&#x2122;t been used for some time.

Clyde Accommodation, Ruapehu District Lindsay Sandes and the team at LINK, congratulate Titan and Thomas on the purchase of Clyde Accommodation. Leaving successful careers in the big city behind, Titan and Thomas are excited to start a new adventure in Ohakune, the bustling village at the base of the Turoa Ski Resort, in the Ruapehu District. These young minds are taking the experience they gained from working in large corporations and bringing modern and fresh ideas to this famous mountain area.

Their 12 year old son, Jack attends the Hanmer Springs School, and Craig and Katrina are both looking forward to eventually being more involved in the community. They and Jack and their very friendly Samoyed dog Mac are already getting well known and are popular with their guests and locals alike. Sold by Sally Everitt, Business Broker, LINK Christchurch & South Island. 021 988 138 or sally.everitt@linkbusiness.co.nz

After refreshing the accommodation, plans are already underway to open Ohakuneâ&#x20AC;&#x2122;s first spa and massage centre, with a modern cafe serving Melbourne style coffee. With a myriad of outdoor activities on the local menu - skiing, hiking, mountain biking and rafting, these two adventure seekers can be confident that life will be anything but dull!! Sold by Lindsay Sandes, Business Broker at LINK Auckland, Ellerslie, 021 895 940 or lindsay.sandes@linkbusiness.co.nz

AccomNews - Winter 2019

PROPERTY

www.accomnews.co.nz

Stay or Go?

To sell your accommodation business better, talk to us. $1,095,000

linkbusiness.co.nz/NL00149 Nicki Kempthorne – LINK Northland 021 801 756 nicki.kempthorne@linkbusiness.co.nz • A fun name for a fun business; a backpackers’ lodge on the market for the first time in 12 years • A lodge that sleeps up to 45, extra room for a tent or two, great facilities and parking, close to town • Owner’s house available too. Have fun and make a good living

Established Motel Business

$300,000

linkbusiness.co.nz/EL02129

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

Taranaki

• High profile location opposite the racecourse • Affiliated with ‘BK’s nationwide marketing group • Proven earner with consistent historical sales and trading history • Well presented with current maintenance and lease obligations • 18 solid brick and tile units, and open plan owners accommodation • Home and income opportunity

$650,000

plus GST (if any)

linkbusiness.co.nz/CS00395 Jono Jarvis – LINK Christchurch & South Island 021 177 9760 jono.jarvis@linkbusiness.co.nz

Central Otago

Anderson Park Motel will ideally suit buyers new to the motel industry or those that prefer an easy to manage motel. • One of Cromwell’s highly rated motels • New 35 year lease • Highly profitable business • 75% guest occupancy (approx) • Very well maintained • 11 spacious self-contained units • The owner’s residence is a spacious two double bedroom home

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

$2,500,000

plus GST (if any)

linkbusiness.co.nz/BPW00692 Therese Bailey – LINK Waikato 021 707 641 therese.bailey@linkbusiness.co.nz

Paihia, Northland

Anderson Park Motel, Cromwell

Profitable Bar & Hotel FHGC

Waikato

• A multi-income business and freehold • Accommodation with a spacious refurnished eatery and bar. Great profits. Onsite Owners accommodation • Located on a busy state highway it has a strong local and tourist trade. The site has a large area of underutilised land which opens doors for further opportunities

Award Winning Seller Lindsay Sandes – LINK Auckland, Ellerslie 021 895 940 lindsay.sandes@linkbusiness.co.nz Lindsay specialises in accommodation sector sales and delivering the best solutions to vendors. For the 2018/2019 year, he achieved Number 1 Broker at LINK, Ellerslie, Auckland, as well as being awarded the Highest Sales Deal of the Year. If you are considering selling your accommodation business, you want the best industry advice. Contact Lindsay Sandes, and he will help you to achieve your exit strategy.

Opportunity x2 Rotorua CBD

$2,400,000

plus GST (if any)

linkbusiness.co.nz/BPW00806 Carron Chote – LINK Bay of Plenty 027 289 6658 carron.chote@linkbusiness.co.nz

Rotorua Central

• Long established business, experiencing growth • Land 1012sqm. Geothermal hot water bore • Land and buildings returning 7% on investment. PLUS accommodation business returning $200k plus to working owner • Easily managed, by owner operator or can be run under management • 33 rooms. 90 beds

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

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All LINK NZ offices are licensed REAA08

Paihia’s Pickled Parrot

GUEST SELECT NOW IN OVER

MOTELS AND COUNTING... That’s right, over 820 Motels and Hotels in New Zealand have embraced Guest Select. What is Guest Select? It’s a SKY decoder in every room with access to over 50 channels, it brings Kiwis the most amazing experience and we know your guests will love it too. And now you will receive High Definition, SoHo and SoHo 2 at no additional cost. How Guest Select could benefit your business · · · ·

Show the channels your guests are used to watching at home Increase guest satisfaction Create a competitive advantage Generate repeat business and improve occupancy levels

We continue to receive great feedback from our growing Guest Select operators who have made the move, with comments like:

no fin w itio on n us & S ! oH o

ST O De P H ig h

Call us today on 0800 759 333 or visit guestselect.co.nz and let your guests enjoy the fantastic mix of Sports, Movies, News and Entertainment channels.

PR ES S!

“They simply love the variety of channels” “It makes for happy guests” “Great to be able to give guests what they have at home”