AccomNews - NZ - Spring 2019 by Multimedia AU/NZ

AccomNews The essential industry guide

Issue 46 | Spring 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 Spring Issue Front Desk Editor’s note: How accom is handling its hospital passes

Hospitality NZ Report: QLDC accommodation levy 06

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EDITOR Kate Jackson, editor@accomnews.co.nz

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

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 - Spring 2019

HPNZ Report: Holiday parks give most income back to their communities

HPNZ gathers to “network & celebrate”

Management Why validation matterswhen guests complain 15 What are the ‘givens’ guests expect in accom? 16 The power of partnering with a recognised brand

The Marsden Group: Meet the power team

The Pavilions Hotel: Warm & welcoming in the heart of Christchurch

Why a quality booking engine delivers more guests

The power shift making accom rethink

Motel Leases: Working together for longevity

What’s Hot Refurbishment

Innovative pod-like village Surf & Sand

Key considerations for FF&E

Park renovation highly praised by HPNZ

Technology The hotel room of the future

Energy & Resources

What to look out for when buying a hot water system

How to get more sustainable hot water

Solar heated water for Lakeview Holiday Park 47

Guest Facilities Why saunas are hot right now

Housekeeping How bedding can leave a dreamy impression

Exclusive: Nation’s top executive housekeeper spills the tea

Safety & Security

Attfield, Stephen England-Hall and Vee Kessner.

Suppliers share their views in one-off, topical pieces

Tourism NZ Report: How we are tackling growth slowdown

Can good AI transform the guest experience? 42

Brown, Julie White, Marcus Baker, Rayma Jenkins, Sally

Commercially funded supplier profile or supplier case study

Property

Brendon Granger, David Lund, Doug Kennedy, Fergus

Supplier information or content

B&B NZ Report: Embracing tourism

Marketing

CONTRIBUTORS

KEY

TIA Report: Building support for tourism among jobseekers and councils

Profiles

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

Industry

Protecting your property from undesirables

50 FRONT DESK

Human Resources Slowing hospitality’s revolving door

How to control your spending on staff

Food & Beverage Vending machines are not what they used to be…

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Hi AccomNews readers, By the time you’re reading this, the Rugby World Cup will be over. But inspired by one of the greatest sporting events on earth, I thought it was fitting for a magazine with camps in both Australia and Aotearoa to compare how each nation is tackling its accom opposition. In New Zealand, operators are scrummaging down determinedly against bed taxes. Auckland’s is currently on report, its legality under scrutiny by the High Court TMO, while Queenstown’s is facing an organised and hostile forward pack of industry heavyweights. Forcing accom to charge visitors more so they can fund tourism infrastructure which benefits the entire community is making Queenstown and Wanaka players see red. Meanwhile, an inability to tackle short-stay

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

providers who should be paying commercial tax rates but aren’t, is making Auckland’s operators feel like they’re the only ones fronting up to the big hits. In Australia, the major issue is giant, dominating OTAs backed by slippery smaller ones charging down rates and wrestling pricing control from operators. This seems to raise barely a whimper from Aotearoa readers, but

frustration about the mauling practices of booking platforms in Australia is at boiling point. While one New Zealand accom provider told me she felt the commissions paid to booking platforms merely replaced the cost of old-style marketing, her Australian counterparts routinely describe OTAs as “thieves”, “mongrels”, “greed machines” and several less printable things.

plan, there is a general consensus from all players - including Airbnb and other short stay platforms that state-wide regulation is the answer. In New Zealand, local council are left to grapple with the issue - a situation which has not worked in Australia as local jurisdictions have fumbled their short stay handling without the legal clout or resources to properly control the ball.

One issue that does seem to be universal is industry concern over the impact of Airbnb on accom businesses. In Australia, several states have finally committed bodies to ‘levelling the playing field’ for operators in the form of new registration, tax, safety and conduct rules for short-stay operators. Some teams (NSW, Tasmania, WA) are better at this than others (Victoria) but while no-one is entirely happy with every aspect of any one game

Hospitality New Zealand chief operating officer Julie White told AccomNews earlier this year: “The time has come to impose meaningful regulations on the sharing economy. We now need a well thought out, sustainable, centralised strategy for managing this issue across the country.” Just as the All Blacks have schooled the Wallabies for years in how to play rugby, maybe Aotearoa can learn a little from Australia about how to manage short stay. ■

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FRONT DESK

AccomNews - Spring 2019

EDITOR'S NOTE

How accom is handling its hospital passes

HOSPITALITY NZ

QLDC accommodation levy:

A burden on the minority, for the benefit of the majority The government has supported Queenstown Lakes District Council (QLDC) in drafting a local bill to establish legislation to introduce a visitor levy on short-term visitor accommodation. Is this another case of history repeating itself? If we take the recent example of Auckland’s regional fuel tax falling short of its estimated revenue in the first year due to leakages and administration costs. Likewise, this proposed narrow tax (targeted purely on accommodation) will fall short of its revenue targets. It will encourage revenue leakage to the likes of freedom camping, bringing unintended consequences for owners who will have to absorb the tax due to the price sensitivity of the users. Whilst this is not a fait accompli, it is concerning that they are taking a narrow tax approach by applying a local levy on one sector. A sector which only benefits from a very small percentage of total average visitor spend (in the case of Queenstown less than eleven percent), with the rest going to activities, retail and a number of other businesses where tourists spend their money. Local government matters a whole lot to the tourism sector.

for funding promotional work of a region. Bed taxes are an outdated model of funding for local authorities as it does not use today’s available data to accurately and equitably apportion the required amount. Today, tourism promotion is an additional charge in rates. Everyone benefits from tourism, it brings activities, events, jobs and infrastructure so it is within reason to take a broad-based approach.

Julie White, Chief Operating Officer, Hospitality New Zealand

The way local government is funded and financed is coming under pressure from the need to invest in essential infrastructure to meet additional demand, improve levels of service, and replace existing ageing assets. New Zealand’s 78 councils provide vital infrastructure, the quality of local government in communities can mean the difference between dodgy roads and safer ones, and thousands of dollars in rates. But regardless of how well councils carry out their roles and responsibilities, their reliance on commercial rates and fees place additional cost to a sector with already low margins. Bed taxes are a blunt mechanism developed in an era (1946) when scant data was available on tourist spend, and it was developed

The accommodation industry pricing is highly elastic. The introduction of an accommodation levy will have a direct impact on hotel owners as they will not be able to pass through the tax, they will end up having to subsidise the tax. We recently met with the Productivity Commission regarding their local government funding and finance draft report where we explained this and other unintended consequences. The price sensitivity of the traveller directly affecting demand will have to be absorbed by owners and will create a race to the bottom on pricing for the commercial accommodation sector. Dr Anthony Brien, a senior lecturer at Lincoln University, mentioned recently in his International Revenue Management Journal specifically looking at tourism and hospitality revenue management that “research also proves that

taxes reduce occupancy levels which reduces revenue. This then flows through to reducing the overall ‘value’ of the business (value being when the business is finally sold).” Furthermore, the lower returns will result in less investment in new and upgrading existing private infrastructure. The introduction of an accommodation levy would create tax leakage as it will not capture visitors (domestic or international) that are day visitors to a region, those who stay with family and friends, or freedom campers. We recognise that there is a funding and finance issue, Hospitality New Zealand maintains, as we have advocated previously, that it is fair to expect if implementing a ‘user pay’ funding collection model a horizontal equity approach should be applied, those who benefit from tourism to contribute to funding and infrastructure. While Hospitality New Zealand recognises the need to generate a sustainable infrastructure funding model for the regions, we strongly reject an accommodation levy as a solution. Alternative funding models should be considered, such as for councils to consider selling some of their assets, in full or in part – they would then have proceeds to plough into much needed infrastructure assets.

Image: © nonnie192 – stock.adobe.com

AccomNews - Spring 2019

INDUSTRY

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TIA REPORT

Building support for tourism

among jobseekers and councils

Image: © Kalim - stock.adobe.com

Two big topics have been dominating TIA’s work for the accommodation sector in recent months: employment and local government funding. On a positive note, we are excited that a TIA workforce project is one of the first recipients of funding from New Zealand’s new International Visitor and Conservation Levy. The $5.2 million investment is a significant boost for our bid to attract new talent to the industry. The funding will support a range of initiatives, including a partnership with Auckland Tourism, Events and Economic Development, to promote and attract talent into tourism through the expansion of its ‘Go with Tourism’ initiative. Go with Tourism is an innovative online job-connector platform which was launched by ATEED in early 2019. Focusing on the Auckland region, it has generated strong early results. We are looking forward to taking the programme nationwide, with nuancing to suit local markets. It will be supported with other www.accomnews.co.nz

employers will still be using the current system for the 2019-20 and 2020-21 high seasons - they will mean a much simpler and more streamlined process for employers. With a priority of getting more Kiwis into the tourism workforce, the new work visa system will mean employers easier access to temporary workers from overseas when there is a clear need.

Sally Attfield, Hotel Sector Manager, Tourism Industry Aotearoa

Bed tax fight continues

workstreams that will aim to improve education and workforce planning, and upskilling programmes for businesses. Building the tourism workforce is a high priority for both TIA and the government, through its tourism strategy. It’s positive that we are working together on this, to achieve good outcomes for tourism. In other good news, we were also pleased with the prospective changes to the temporary work visa process, announced in mid-September by Immigration Minister Iain Lees-Galloway. Although the changes won’t take effect until 2021 - meaning tourism

TIA was disappointed with the Productivity Commission’s draft report that came out in July, recommending that bed taxes as new source of funding for local councils. We recognise that some regions face significant challenges in providing the infrastructure and services that are needed. This is a result of a combination of decades of underinvestment, and sustained growth in both residents and visitors. But we believe that, in recommending an accommodation levy, the commission has taken the path of least resistance, rather than a thorough analysis of the complexities involved.

INDUSTRY

Data presented by Horwath HTL’s Stephen Hamilton at the 2019 New Zealand Hotel Industry Conference estimated there were 140 million international and domestic visitor nights a year in New Zealand. However, only 35 percent of these nights were spent in commercial or peer-to-peer accommodation. So a bed tax will miss the majority of travellers and add costs to a small set of operators who are already struggling with increases to minimum wages, compliance costs and rising F&B expenses. We believe there are better solutions to meet the infrastructure challenges faced by councils. TIA’s view is that a sum equivalent to 20 percent of the GST paid by international visitors should be returned to local councils to invest in destination management. This approach would provide $335 million a year, based on current international visitor numbers enough to make a real difference to regional development. We have reiterated these points in our latest submission to the Productivity Commission. We await their final report due in November) with interest. AccomNews - Spring 2019

TOURISM NZ REPORT

How we are tackling growth slowdown Globally, people’s travel choices are being influenced by economic conditions and uncertainty from events like Brexit and the trade war between China and the US. Like other countries, particularly long-haul destinations, this is now having an impact on New Zealand’s visitor numbers.

B&B NZ REPORT

After years of strong growth, international arrivals to New Zealand are starting to soften. In the year ending July, total arrivals growth was up 2.8

for the 2019 calendar year before potentially improving in the second half of 2020. It’s important to remember that after a period of strong tourism growth a subsequent period of moderation should be expected, and given the cyclical nature of macro conditions this has happened plenty of times before. The slowing global economy is having an impact on growth for many industries and tourism is not immune.

Stephen England-Hall, Chief Executive, Tourism New Zealand

percent and holiday arrivals fell flat at 0 percent. We expect the trend of increased volatility to continue, with holiday arrival growth set to remain low or potentially soften further

At times like this, consumers often opt for short-haul and domestic travel at the expense of long-haul destinations. This means New Zealand is competing against other destinations for a smaller pool

of people wanting to travel to long-haul destinations.

So what can be done to address the slowdown? To try and help soften arrivals slowdown and support the industry Tourism New Zealand is taking a number of actions. We are kicking this off by increasing investment in our largest visitor markets: Australia, USA and China. We believe increased investment in markets that have solid and growing connectivity as well as sufficient value and volume might help to mitigate the impact of decline. As we head into this period of arrivals slowdown it’s

Embracing tourism: Social license to operate At its simplest, ‘social license to operate’ or ‘social licence’ refers to the acceptance granted to a company or organisation, or in tourism’s case, industry by the community. The concept of social license is closely related to the concept of sustainability and profit, people, and the planet and originally was applied to activities such as mining. As New Zealand’s leading export industry, it is difficult to understand why tourism is struggling with social license to operate. After all, billions of dollars are contributed to the economy annually and a small percentage of that

AccomNews - Spring 2019

Rayma Jenkins, President, B&B Association NZ

is spent on tourism product (accommodation and activities) so a great deal is going to other beneficiaries and it employs either directly or indirectly 13.5 percent of people in work. However, only 78 percent of the population are happy with the level of tourism in New Zealand and support its growth. * Why do we feel under attack? Why is the satisfaction level of New Zealanders only 78 percent

and being identified as a goal by TIA to raise it to 90 percent by 2025? Yes, we all know the horror stories of tourists who unwittingly drive dangerously, defecate in nature and have little regard as to where they leave their rubbish as do some New Zealanders. Those who are freeloading around the country or staying in homes and apartments that would otherwise be used to accommodate our citizens are also causing discontent and as we face the issues around climate and our environment concern is expressed at the carbon being used to travel here and around our country. Those in the industry are made to feel we have to justify the busy high streets, difficulty finding parking, waiting for a table in our favourite cafes, bars and restaurants and citizens bemoan the fact they need to queue for their coffee or the bathroom facilities when a bus load of

INDUSTRY

tourists stop in the place they a plan an activity. But those facilities are there because they have tourists as customers. Our population is not large enough to sustain all the amenities, facilities and infrastructure that we have. We may need more for the tourists but at the same time we get to enjoy what has been provided and the choices that we have in cafes, bars and restaurants and facilities have grown exponentially. As bed and breakfast owners we are well placed to build trust in our industry in our communities as we advise our guests on the ‘must dos’ in our regions, as well as the best places to eat, the best place to buy local product, get groceries, get fuel for the vehicle, go shopping for a special gift or outfit and where to find a dentist who will treat a broken tooth or a doctor or medical centre who can dress a wound or provide www.accomnews.co.nz

Industry also has an important role to play by ensuring they’re doing everything they can to provide a great visitor experience to continue to attract visitors from each of our markets and find ways to improve spend per visitor too. Businesses can learn more about our visitors and their preferences by using our visitor profiles tool.

medication for an ailment. All of these that locals know so well and that are not set up just for the ‘tourist’ as a tourism provider or even considered as benefiting from tourism. As hosts we also consume products produced by the locals in our accommodation when serving our guests and providing welcoming hospitality and we are well placed to educate our guests on how we care for not only them but also for our environment and each other. We are in an ideal place to discuss the Tiaki Promise and our commitment to sustainability in our conversations with our guests.

We can tell the guests that it is important to: •

Protect nature and what as hosts we are doing to do so. Maybe that you have signed up for predator free and are actively trapping and poisoning possums. The possum story is intriguing for our overseas guests. “The best possum is a dead one whose fur is made into the lovely garment you can take home as a souvenir.”

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It’s also increasingly important for businesses to have a strong digital presence across online platforms so visitors know about them, can find them and book them easily. And of course, our globally recognisable campaign work is available for industry to leverage through their own marketing work.

Looking ahead While arrivals are predicted to remain flat for the near future, it’s not all gloom and doom with the Ministry of Business, Innovation and Employment’s (MBIE) 2019-2025 international tourism forecasts predicting visitor volumes are estimated to grow to 5.1 million in 2025, up from 3.9 million in 2018. In the meantime, Tourism New Zealand will continue to work hard to soften the impact of the slowdown and support the industry.

•

Drive carefully. We can easily share with them the safe driving literature available and have a page in our compendiums.

•

Keep us clean. Most hosts invite guests to dispose of their rubbish responsibly by providing the facilities in our rooms and providing information on how you recycle and sort rubbish.

•

Be prepared. Do you as hosts have emergencies supplies, do you explain the safety procedures for the emergencies most likely in your area?

•

Show respect. We are multicultural and embrace the values of others. We are especially privileged to be able to share the culture and language of our indigenous people and decry those do not share our tolerance.

For accommodation providers it is beholden on us to commit to sustainability. It is all about kaitiakitanga, manaakitanga and whanaungatanga. Embrace them. Nga mihi. *Figures from TIA Discussing Tourism

Holiday parks give most income back to their communities Our latest report shows holiday parks contribute an average of 86 percent of their expenditure to their own regions. They also add value through social, environmental and community contributions. In combination with our ongoing visitor expenditure research, we commissioned Angus & Associates to investigate the value of holiday parks to the communities in which they are based. The report examined the expenditure and non-financial contributions of a range of holiday parks across the country. The average total expenditure of the holiday parks featured in the study was $1.11 million for the year ending March 2018. Expenditure most likely to be made in a park’s own region included rent, salaries and wages, indirect taxes, security, repairs, replacement and maintenance, cleaning and laundry, accounting and legal fees, and motor vehicle expenses. On average, more than 90 percent of expenditure in these categories occurred in-region. Holiday parks’ average expenditure per region has grown compared with the 2016/17 and 2017/18 studies. In particular, the proportion of expenditure spent within the region for a small holiday park increased to 77 percent from 71 percent in 2016/17. Salaries, wages and other employee costs were the largest expenses for holiday parks, with small and medium holiday parks spending a fifth of their expenditure on capital improvements, such as ablution blocks and solar panels. Large holiday parks may have a stronger focus on replacement and repairs, the report suggests.

INDUSTRY

Fergus Brown, Chief Executive, Holiday Parks New Zealand

Small holiday parks were found to have a slightly higher expenditure on advertising, promotion and publicity compared to large and medium parks. Park investment has increased noticeably since 2017. The improvement to facilities may reflect the strong performance of holiday parks and New Zealand’s tourism sector in general in recent years. The study suggests that when the contribution of parks is combined with the average spend of park visitors, the holiday park sector’s economic contribution to New Zealand is $1.32 billion - higher than previous estimates of $1.16 billion (2015) and $1.17 billion (2017). In addition to financial contributions, holiday parks are making social, environmental, economic and community contributions to their local areas. Some ways in which they were found to be doing this were by having staff act as board members or trustees of local community boards and projects, and as predator control advocates and conservation volunteers. Not only are the parks bringing $1.2 billion a year to the industry in visitor expenditure, they are creating a sustainable environment and allowing communities to thrive.

AccomNews - Spring 2019

HPNZ REPORT

incredibly important for New Zealand to continue to remain a desirable destination and top of mind as an option for international visitors. Our new global campaign, 100 percent Pure New Zealand Welcome is playing a crucial role in positioning New Zealand as a desirable destination and helping to make New Zealand distinctive to consumers. The campaign is now live across most of our 15 key markets and is working hard to showcase our unique offering, with early results showing great promise in engaging and motivating potential visitors to choose us

HPNZ gathers to “network, celebrate successes and learn”

By Kate Jackson, Editor

The Holiday Parks New Zealand Conference is one of the highlights of Aotearoa’s accom calendar. The event, held this year at Wellington’s Te Papa on July 31 and August 1, brought together industry heavyweights with park managers from across the country, providing the opportunity to network, learn about products and 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 Kiwi tourism industry. After all, holiday parks guest nights are made up of 35 percent international visitors and 65 percent domestic visitors.

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 HPNZ members have already signed up to the sustainability commitment, with the organisation pushing “to see this lift to 100 percent” as part of a national drive for all NZ tourism businesses to

pledge dedication to sustainability by 2025. The Tiaki Promise is another national initiative being championed by the industry, designed to help travellers to Aotearoa embrace the idea of

“Already, there are countless examples of holiday park operators getting really innovative with how they contribute to their community, protect their local environment, look after their staff and deliver outstanding customer service.

The conference opened on Wednesday July 31 with trade exhibitions showcasing products and services and seminars hosted by key industry names in property management software and digital marketing - including Seekom and RMS.

Brown said more than half of all AccomNews - Spring 2019

“Many holiday parks have committed to the Tourism Sustainability Commitment and we hope to see more do so.

“These operators are adopting the commitment into their business plans, and attending the Holiday Parks New Zealand Conference is a chance to hear about these inspiring initiatives first-hand.”

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.HPNZ chief executive Fergus Brown said this year’s conference was inspired by two overarching principles, the Tourism Sustainability Commitment and the Tiaki Promise.

manaakitanga and care for people, place and culture now and into the future. Chris Roberts, CEO of Tourism Industry Aotearoa (TIA) 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.

INDUSTRY

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Thursday August 1 saw panels and forums featuring key sector leaders including Tourism minister Kelvin Davies, corporate anthropologist Michael Henderson, Tourism New Zealand chair Jamie Tuuta, Department of Conservation CEO Lou Sanson and TIA chief Chris Roberts. An afternoon Q&A session followed 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, wrapped up the daytime forums before the evening brought HPNZ’s annual awards. In a night of hotly-contested categories, the coveted Spirit of Hospitality gong was won by Pohara Beach TOP 10 Holiday Park in Golden Bay, lauded by the judges for its “commitment to fast, effective problem solving and a demonstrable willingness to go the extra mile for its guests”. Pohara beat off strong competition from All Seasons Holiday Park in Rotorua, Belt Road Seaside Holiday Par in

New Plymouth, Ohakune TOP 10 Holiday Park and Rodney’s Whangateau Holiday Park.

“Pohara Beach should be extremely proud to take home this year’s award.”

“The friendly, relaxed and happy environment we have at Pohara Beach TOP 10 is simply down to the team that works here,” said owner-operator Del Clarke. “They all do a great job of looking after our guests.”

Another highlight of the evening was the award for Outstanding Service to the Holiday Park Industry, which went to Carol and Barry Kirkland of Taupo DeBretts Spa Resort for their ongoing dedication to the holiday park sector.

Fergus Brown said the Spirit of Hospitality award sets the standard for hospitality in the industry. “We’ve seen fierce competition in recent years, with an increase in holiday parks keen to demonstrate their ongoing excellence in customer service,” he said.

The pair were recognised for their willingness to share ideas with other operators, their work with Taupo District Council to develop freedom camping bylaws and their leadership in adopting new technology. One of the industry’s most

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AccomNews - Spring 2019

INDUSTRY

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dedicated training properties, Lake Tekapo Motels and Holiday Park, also chalked up a win, taking home the ServiceIQ Holiday Park Visitor Experience award. ServiceIQ chief executive Andrew McSweeney praised the park for its commitment to upskilling the industry stars of the future, saying: It’s great to see the park committed to joining us on the journey to further professionalise New Zealand’s economically and socially vital hospitality industry.” The Predator Free NZ Park award went to Russell-Orongo Bay Holiday Park, the PGG Wrightsons Park Grounds award to Hahei Holiday Resort and the

TIA Sustainability Innovation award to Camp Glenorchy. Wanaka Kiwi Holiday Park was judged winner of the Resco Best Park Upgrade under $100,000, while Ohope TOP 10 Holiday Park and Rotorua TOP 10 Holiday Park were crowned joint winners of the Resco Best New Build over $100,000. The Holiday Parks Emerging Star was named as Einnee Facey of Russell TOP 10 Holiday Park, and Presidents Awards for dedicated industry service went to Dan Fraser, Richard Gunson, Nigel Coventry, Roger and Julie Kett, and Erna and Tonnie Spĳkerbosch.

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INDUSTRY

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Admire Commercial – Interiors Beautiful Design, Practical Application and Seamless Delivery. Admire Commercial have experienced consultants in both the North and South Islands who can advise on current interior trends, innovations, technical enhancements and superior space utilisation. We supply blinds, curtains, drapes, bedding, flooring and a wide range of furniture to accommodation providers and hotels. No job is too big or too small. General Manager Tony McIntyre comments that the team at Admire provide efficient, comfortable and cost effective accommodation spaces. We custom manufacture, stock and supply a wide range of furniture, fittings, fabrics and furnishings, constantly searching both Australasian and international markets for the

Rydges Wellington International Airport Hotel Development Project – Sophie Ivory

very best in style, furnishings and fittings. • Project Management • Installation • FF&E • Custom Design and Furniture • Interior Design Here’s what some of the properties we’ve worked with had to say:

Rainforest Retreat – Mark Nicholson I have worked with Erika and Admire Interiors of Christchurch for almost 10 years on all our existing premises and it was a pleasure to nominate Admire Interiors to work in conjunction with our architects on our latest $7mil 5-star accommodation development here in Franz Josef. I would like to acknowledge Erika’s professionalism , experience and attention to detail that can be clearly observed by the quality of end products. It is also worth noting here that our last project together has been accepted into the New Zealand Commercial Projects Award 2019 which is a testament to all those involved. It is always a pleasure dealing with Erica and I highly recommend her to any operator in the accommodation industry be it just to spruce up their existing properties or for a brand new design and build project.

Chris and his team were great to work with throughout all stages of the project, from tender through to manufacture and delivery. Communication exceeded expectations, with any potential issues or queries always brought to our attention promptly. The Admire team were professional and knowledgeable, and were forthcoming in offering alternative solutions and suggestions where they saw opportunities to improve functionality and durability of the items they were engaged to provide. The Admire teams experience in delivering commercial fit-out projects was evident in their organisation, communication, and knowledge of products offered. We would have no hesitation in recommending Admire Commercial as a supplier of soft furnishings and upholstery on projects of similar size and complexity.

Heritage Dunedin Leisure Lodge – Leigh Stock I have worked with Admire across 4 properties over the past 15 years and have at all times been 100% satisfied with the results achieved. Whether it be through a property wide

staged refurb of a resort to supply of FF&E or soft furnishings the results have been exemplary. Chris’s understanding of production and logistics regarding our operation has always meant for a seamless on time delivery. Admire’s attention to details along with their management of subtrades has allowed me to concentrate on my own business in the knowledge that the plan made will be the plan delivered. I have no hesitation in recommending Admire for any operator considering utilising their array of services. You will get what you wanted, when you wanted on budget and on schedule. Visit our website www.admirecommercial.com to find out more.

NEW ZEALAND WIDE Manufacturers, Supplier and Installers of Soft Furnishings C U RTAI N S • B L I N D S • F F & E • TU RN K EY

HOTELS & SERVICED ACCOMMODATION

FURNISHED APARTMENTS

We have earned a reputation of delivering FF&E that lasts the rest of time.

Our packages enable unit owners to earn or occupy from date of settlement.

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Em ail: t o n y@adm ir e c o m me r ci a l . co m INDUSTRY

C R E ATE • I N S P I R E • ADMIRE

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Why validation matters when guests complain When apologising for a mishap during a guest’s stay, it’s important to be sincere and provide validation. As a frequent business traveller, I encounter my share of gaps in service that I need to bring to the attention of the staff of hotels, airlines and rental car providers. On top of that, my ears are always open to listen in on what the frontline service providers say to my fellow travellers. In just about all of these conversations, I hear the service provider offering to ‘fix’ the problem or resolve the issue. Most of the time they also throw in an apology, and sometimes it even sounds sincere. Yet what I very rarely hear being said, which is actually the most important component of service recovery, is a statement that provides validation for the guest’s emotional distress that was caused by the shortcoming.

Here are some typical examples: A guest approaches the desk, and their facial expression is showing they are irritated. Guest: “I just walked all the way to my room and when I got there my key didn’t work!” Front desk: “Sorry about that.

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For years now, ‘how to handle guest complaints’ training models have mentioned empathy, which is represented by the ‘E’ in the acronyms for HEAT and LEARN; two of the most common models. However, I rarely hear statements of empathy actually being used with guests.

Doug Kennedy, President, Kennedy Training Network

Let me get you another one. By the way, don’t put it by your cell phone next time.” As the hotel shuttle van pulls up, an arriving guest looks visibly irritated staring at a watch. Guest: “They said you would be here in 10 minutes! I’ve been waiting half an hour now.” Driver: “Sorry, they forgot to tell me you were here. I’ll take you right now.” From what I observe, most staff these days are well trained on the need to apologise and to resolve the problem, although there is a tendency to remind guests that they themselves caused the problem. What’s usually missing is the most important component of service recovery, which is to provide validation for the guest’s emotional distress.

Perhaps this is because we have not trained the staff on the reason why we need to show empathy, which is to satisfy the distinctly human need for emotional ‘validation’. Dogs don’t need it, cats don’t need it; horses, cows and reptiles don’t need validation, but us humans? We have a deeply rooted need for emotional validation. Anyone who has ever read articles on interpersonal relationships, attended marriage counselling, or read a book on the parenting of teenagers has heard this term before. In this context, validation is best defined as: “The affirmation or recognition that a person’s feelings and behaviours are understandable or worthwhile.” In the hotel business, as in our everyday lives, we can provide validation simply by saying, “I understand how you feel, and I can imagine how frustrating (or disappointing or challenging) that would be.” When said with sincerity to a hotel guest, most will respond by saying something such as, “well, I

MANAGEMENT

know it’s not your fault, and you’re being very kind actually, but…” This validating statement can be said when guests experience a problem caused by the hotel, but it also works really well when they are frustrated by something completely out of our control such as weather, traffic or flight delays. After using this statement of empathy, it’s of course still important to continue to apologize and offer a choice of resolutions to the extent possible. By providing validation we are able to relate to the guest on a humanistic level and provide for their emotional wellbeing. It has been said that when it comes to our emotional needs, we are all just a 4-year-old child trapped in a 24-, 40- or 64-year-old body! Statements of validation can diffuse angry guests, but they can also be used to make an emotional connection with guests during all types of conversations throughout their stay. For example, when guests share that their reason for travelling to your town might be more sombre than celebratory. So when it’s time for your next monthly meeting or pre-shift line-up, add a discussion on the concept of adding statements of validation to those apologies that are already being routinely offered. Originally published at HotelNewsNow

AccomNews - Spring 2019

What are the ‘givens’ guests expect in accom? By STAAH

Some aspects of the guest experience are timeless. Travellers tend to expect, among many other things, cleanliness, complimentary shampoo, proximity to business meetings or key attractions, and a great view. But with emerging technologies and evolving guest needs, hotels are having to play catch up to stay current with guest needs. When booking a hotel room, guests have expectations that are determined by various factors such as the images of your property that are on the web, reviews that other guests have left you, the descriptions you have, etc. All you have to do is manage, and eventually exceed

For many guests, wifi is a necessity, not a privilege, and they laugh at the suggestion that they should have to pay for a service the coffee shop down the street is offering for free these expectations and guest satisfaction is guaranteed. Here are some things that guests now expect to be available to them when they visit your property.

Instant connectivity After price and location, this may very well be the most important factor in a guest’s decision to book with you specifically. Many guests have said they would give up some amenities for better

connectivity during their stay at their accommodation. For many guests, wifi is a necessity, not a privilege, and they laugh at the suggestion that they should have to pay for a service the coffee shop down the street is offering for free.

Mobile check-ins and digital keys With the theme of instant connectivity comes mobile checkins and digital keys for rooms. Boarding passes, event tickets and reservations can all be loaded onto smartphones, so there’s no reason why you shouldn’t be able to check into your room on your mobile device either. This saves the guest time and allows them for a quick and easy check-in service at their own pace. Simply check-in online, receive your room number through a confirmation email or text and head for that room when you get there. It couldn’t be any easier and is a great way to save time.

Fast and easy-to-use booking system

• • •

These days, this really goes without saying. This is the direct place where decisions are made for guests. They either book with you or they don’t. Having a sufficient and easy-to-use online booking system makes all the difference.

Sustainability Guests are becoming increasingly environmentally conscious so they automatically expect accommodation to be the same. If you haven’t already, it is important that you highlight your ecofriendly initiatives such as waste reduction and recycling programs, renewable energy and watersaving initiatives, use of local and

AccomNews - Spring 2019

MANAGEMENT

organic produce, or the availability of electric car recharging stations. This will provide your guests with the comfort and knowledge that you too are doing your part to be eco-friendlier and sustainable where you can.

A personal connection I don’t know about you, but when I travel and stay somewhere, I still like to feel like I am at home (minus the everyday hustle and bustle of course!) But the feeling of being looked after and an added personal touch. While true that great service has always been a fundamental part of hospitality, technology has replaced some of the services guests once took for granted. Automation is driving more self-service – including mobile check-in and check-out – but fundamentally, guests still want hotel staff to take care of them in some regards. Guests don’t want to just feel like any other guest that’s stopping in the hotel for a night and then forgotten about in the morning. A personalised, tailored service is always expected by the guest and is a great way of keeping them 100 percent satisfied. Ways to do this could be a welcome note upon arrival, or a valet service. Some hotels are even getting mobile savvy and using ‘push notifications’ to use as reminders to guests such as: ‘Your massage is booked for 2pm today Mrs James’. Keep it personal and savvy, one step ahead of the guest! If you can meet and surpass all of the main guest expectations, then you’re well on your way to satisfying your customers and hopefully turning them into loyal brand advocates. Your customers should always come first and you should always strive to go above and beyond to ensure that they enjoy their stay. STAAH is a New Zealand company which has been helping accommodation operators understand, control and grow their businesses since 2008 and currently works with more than 7000 properties in over 80 countries.

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Make your

hotel smart Altitude is New Zealand’s leading provider in innovative cloud-based technology solutions for accommodation providers. Altitude delivers a range of smart hospitality services to enable hoteliers to connect with their guests, increase productivity, reduces costs and drive additional revenue throughout the property. Engage with your guests like never before through mobile apps, self-service kiosks, digital registration apps, and guest marketing tools with a single consolidated guest profile. Staff efficiency is enhanced through a complete digital hotel management system; including maintenance, housekeeping, reporting and more.

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Altitude In-Room

Installed on an in-room device, guest can now scroll through your hotel information and order services on a device of your choice. Our innovative soft ware replaces traditional compendium booklets and gives the staff the ability to communicate directly to the guest in real time. Key features include valet parking retrieval, room control, order room service, view local events, view bill and check out, and that’s just the beginning of what this clever app can do. Fully Customisable – Create and manage your content and images through a centralised content management system. Custom styles and designs pull your guest in. Direct Engagement – Guests have direct access to your staff for ordering, feedback,

making reservations, and submit room requests – Driving more direct revenue.

Altitude SelfService Kiosk Instant self-service check in, key request and check out all on a tablet. The kiosk app offers hotels versatility, providing your guests with a seamless experience that is tailored to your specific requirements direct room upgrades and extras create a new direct revenue stream. More than just check-in and out – Guests can upgrade and choose their rooms, select optional extras, manage their bill, add consumed minibar and more. Guest Profiles – Guests can easily opt into email marketing when using the kiosk, and your guest data will stay current

MANAGEMENT

with real time updates to your property management system. Directly Integrated – Connect directly to your property management system, payment services, and key card provider for a seamless experience. Built by hoteliers for hoteliers – Are you ready to make your hotel smart with Altitude? www.altitudehq.com or contact@altitudehq.com

AccomNews - Spring 2019

The power of partnering

with a recognised brand

Image: © peterschreiber.media – stock.adobe.com

By Kate Jackson, Editor

Loyalty

Humans have an innate desire to collaborate. Most of us enjoy the positives of connecting with our fellow beings – the shared experience, the feeling of being part of something meaningful – whether it’s through a book club, rugby team or chamber of commerce.

The loyalty benefits of partnering with a recognised chain are clear - as part of a network you enjoy access to benefits offered exclusively to guests of the brand, but also to a much wider community of other businesses. Loyalty networks incentivise guests to stick with a brand and create repeat business across the group. A loyalty program is almost a pre-requisite for any property looking to attract those travelling for work in 2019, and accruing points means those business travellers are far more likely to rebook directly and return with their families.

It’s the desire for shared experience that drives many of us to seek out connections as hoteliers and moteliers. In an industry full of single entities, all pushing to make headway in a competitive market, working together can be a powerful way to advance business and create a sense of wellbeing.

Being part of a chain means operators have a network of other operators they can connect with and those connections cannot be underestimated. come with chains from franchise operators such as Quest to a network of moteliers such as Budget or Golden Chain, provide a support system for tackling issues from OTA interactions to run-ins with guests.

You don’t feel like a lone wolf when you’re backed by a pack which offers ongoing support, a wealth of collective industry knowledge and the tools to help you sell your accommodation.

Being part of a chain means operators have a network of other operators they can connect with - and those connections cannot be underestimated. Talking through issues, garnering tips or just venting to someone who understands are all very human needs which can help ease the path for accom managers.

The management tiers that

As Adrian Turner, general

AccomNews - Spring 2019

manager of Quest Apartment Hotels in NZ said: “Partnering with a recognised brand gives you access to a pool of management expertise which helps steer your business without removing the level of autonomy that most accommodation owners desire. It allows business format franchise owner operators to work within a set of best practice guidelines that provide guests the security of booking with a respected and reputable brand and operators with access to the benefits of loyalty programs and quality associations.”

MANAGEMENT

Property management Loyalty is just one of myriad benefits gained by being part of a network’s property management system. While any quality modern PMS system interfaces with channel management systems, central reservation systems and revenue systems to allow seamless delivery of services, systems employed by networks generally offer enhanced connectivity and functionality. www.accomnews.co.nz

A cross-group property management system, for example, can facilitate the creation and cross-sell of marketing campaigns across all platforms, encourages guests to book with any of a network’s properties.

know that big brands offer free wifi or complimentary items to whoever books direct.

And then there’s the flow-on effect of fellow group operators creating such a memorable experience for guests that it convinces them to book again under the same brand umbrella. The cross-pollination of guests is especially helpful for those in competitive markets, where guests are likely to ‘go with what they know’.

Marketing Accommodation networks often have successful strategies in place for increasing direct bookings. They tend to draw from a bigger pot of resources to experiment with advertising campaigns and techniques. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, most people tend to

The hurdles are greater when you are going it alone because social media savvy and marketing ingenuity are not things that can always be grown organically, they cost money. Those choosing to join a network often do so because it provides greater access to marketing and booking networks with an extensive reach. Outside of a property’s own sales pitch, a network brand provides an overarching set of expectations for guests which help market its individual members. One prominent motel chain, for example, describes its properties as providing timehonoured value-for-money, family-style hospitality, stressing that its profits go back into “supporting a business which supports Australians and has Australia’s interests at heart”.

Expedia retain their stranglehold on internet bookings Australiawide. All the signs are that those OTA monoliths will fight hard to maintain their market dominance. Having said that, it doesn’t take much to realise that losing the business of a company with numerous properties is going to matter more to an OTA than the loss of a small boutique hotel. Big groups with several members have greater power to negotiate lower commissions on behalf of their members than Joe Bloggs standing alone.

Collective power

Networks also provide a collaborative approach to issues raised by members - such as demands by Expedia for all Australian properties to overhaul their gas heaters or a banking group’s handling of merchant facility refunds. While one motel operator may be tearing their hair out over an OTA’s refusal to delist them from a booking site, a collective wields much greater power to force change.

While the direct booking movement is gaining some momentum, Booking.com and

Members are also more likely to flag an issue sooner and see it taken on by a network

manager with the time and expertise to deal with it quickly and effectively.

Expectations For franchisees who choose to become a member of a group, guest expectations are preordained and pre-managed. The very specific standards owners sign up to ensure those guest expectations should always be met. Similarly, independent operators joining motel and hotel networks are required to meet a set of criteria to ensure consistent quality within the remit of a brand. Chains that have worked for years to establish a reputation are protective of those consistent standards and brand markers - such as safety, cleanliness, comfort and family-friendly service across the three to four-star level. Networks will often support guest expectations that are difficult for members to deliver - helping with arrangements for free wifi delivery, for example.

APARTMENT HOTELS

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MANAGEMENT

AccomNews - Spring 2019

Meet the power team behind the Marsden Group By Mandy Clarke, Industry Reporter

Profitable and expanding, Marsden Group Limited owns and manages a portfolio of apartment hotels across New Zealand and provides a diverse range of accommodation experiences operated under the Ramada or Wyndham Gardens brands. In 2019 the group added 260 rooms to their hotel footprint, taking their operation to over 1300 hotel beds and more than 370 residential tenancies and making it a major employer as the fifth largest room operator in New Zealand. By 2020 the group will add three more properties to New Zealand’s ever-growing accommodation pot. The business opportunities presented by the growth mode in the NZ accommodation sector were recognised by the group, and it has developed a diverse property portfolio offering a range of accommodation options to cater to differing consumer trends. They also provide independent consultancy and property management services to the industry. Benjamin Trotter is the chief operating officer and the chief financial officer for Marsden Group. He is an experienced innovator, investor and business manager with a finance background and a passion for technology, property finance and management. Ben is at the forefront of innovation and best practice in the accommodation industry. Sajad Bassam is the executive director of Marsden Group. He is a successful businessman, accommodation owner,

AccomNews - Spring 2019

operator and previous owner of seven Esquires Coffee Houses. The accommodation industry benefits from Sajad’s understanding of what drives a successful business as well as his planning and cost management expertise. Michael Osborne is the Marsden Group executive director.

AccomNews meets the team.

…The Marsden Group provides a fantastic working environment where staff retention is very high, at a time when finding great hospitality staff in NZ is not so easy.

Recently, I caught up with Marsden Group executive director Michael Osborne and the group’s sales and marketing manager Roger Taitt for a chat, exclusively for our AccomNews readers.

accommodation industry and a long-standing relationship with both The Safari Group (apartment hotel developer) and Wyndham Hotels.

Unpretentious and friendly, Michael also comes across as very driven and passionate about this industry. He is an experienced property developer and successful owner/operator with a flair for filling gaps in the

He told me: “In the last couple of years the hotel sector has been in growth mode since NZ faced a shortage in the supply of rooms to meet the increasing variety of demand from customers. Our partnership with the privately

PROFILES

funded, high-quality developer the Safari Group has provided us with many opportunities and allowed us to have the first option to invest in strategically placed properties in key areas. We have been able to attract guests because our properties are in great locations, mostly new and offer a variety of safe, secure and comfortable rooms or apartments.” www.accomnews.co.nz

It is undeniable that the group has been able to quickly respond to the rapid growth and diverse needs of travellers but what stands out to me is the Marsden Group’s emphasis on providing excellent customer service. I wondered, behind all the development and innovation how is the group’s warm and friendly vibe achieved so well? It was Roger Taitt who explained: “It’s the Marsden Group’s mission to provide outstanding customer service across the group. This culture starts with the management team, Michael is especially encouraging and supportive and therefore the Marsden Group provides a fantastic working environment where staff retention is very high, at a time when finding great hospitality staff in NZ is not so easy. All our managers have a background in customer focused hospitality and are encouraged to use their initiative to provide great guest experiences.”

2019 introducing... Ramada Victoria Street Auckland The newly appointed general manager Walid Bayouk is expected to open the flagship apartment hotel Ramada Victoria Street in October 2019. In the heart of Auckland, within a stroll of Sky Tower and Queen Street shopping district, guests will be presented with a modern aparthotel with each apartment featuring a flat-screen TV, free wifi and access to multilingual staff.

Walid is a seasoned hotelier with 26 years’ experience in the industry, 15 of which are in the Auckland market. He told us: “I went through the ranks, focusing on sales, marketing, and revenue management in addition to a strong belief in people development as a means for success.”

else is the detail to serve that

It is all about providing the highest standard of customer service for Walid, and everything

location. Our flagship hotel will

purpose. He stated: “At Ramada Suites Victoria it is all about customer service. We aim to please guests and stakeholders by offering professional highstandard customer service backed up by Ramada brand, superb product and great offer every guest an experience they will want to come back to.”

Roger is super-friendly and very hospitable, himself a walking advertisement for all that is good about NZ hospitality. He began his career as a humble concierge where his love of hospitality and what I would describe as X factor customer service skills were quickly recognised. I also noted that this X factor has certainly rubbed off on the wonderful staff who greeted me like an old friend at the Ramada Suites, Auckland Federal Street (where I stayed for a conference) and offered me a Roger-style, fully personalised, client-focused experience! Exciting times are ahead for Michael, Roger and the team with a succession of new hotels due to open their doors to guests over the next few months. www.accomnews.co.nz

And... Ramada Manukau Auckland Dilyara Reed is the newlyappointed general manager of Ramada Manukau, Auckland, which is due to open Oct 2019. Highly motivated, Dilyara has been in the Hospitality Industry for over 15 years, previously an assistant manager at Castle Hotels and Resorts.

She is recognized for her strong guest focus, sales expertise, and ability to increase profits as a performance-driven leader with proven experience in hospitality. Dilyara told us: “I was also part of the advisory board for Queens Academic Group and I am a strong believer in the saying if you can dream it, you can

PROFILES

achieve it.” She is very proud to present this four-star hotel and believes: “It all comes down to comfort, product and personal service. We are here to create a memorable experience for our guests and ensure that each and every stay is unique. At the Ramada Manukau, we want our guest to enjoy, relax and make some great memories.”

AccomNews - Spring 2019

Warm & welcoming in the heart of Christchurch By Mandy Clarke, Industry Reporter

Park, with the famous Botanical Gardens on its doorstep.

The Pavilions Hotel is a 92-room hotel owned and operated by the Horncastle family, offering its guests a range of accommodation options from studio rooms, suites and apartments through to fully selfcontained cottages.

For a warm and welcoming stay in the heart of Christchurch, the Pavilions Hotel strives to ensure a home-away-from-home experience for their guests. This is evident as soon as you walk through the front door, where you will be greeted by the warm and friendly reception staff. The Horncastle family have built a reputation over the past 27 years for treating their staying guests like family, and the history of the family can be discovered via two books the owner Graeme Horncastle has written and through the displays in the Courtyard Museum.

Recent renovations have seen the guest rooms modernised with one of the enhancements being a SKY Digital head-end that offers 36-SKY channels along with 20 free-to-air channels. The Pavilions Hotel is a popular Christchurch hotel that satisfies guest expectations and is fantastically positioned near the casino and with many new restaurants and bars nearby as well as being a short walk to the shopping hub of Merivale, the Pavilions Hotel location is convenient and easily accessible. It is just 7 km from the airport and two minutes from Hagley

AccomNews - Spring 2019

PROFILES

This hotel is a family passion and the property is being upgraded and refreshed to meet the high expectations of the modern guest. The newly installed reverse cycle air conditioning/ heat pumps systems ensure that the guest rooms are warm and cosy in winter and cool in summer. Guests can relax comfortably in their rooms and get the best experience from the new SKY Digital headend with 36-SKY channels along with the free-to-airsâ&#x20AC;&#x2122;.

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The onsite restaurant and bar come highly recommended for their fresh and local seasonal food, reasonable prices and staff reputation for providing friendly greetings typical of the southern hospitality, where the smallest touches mean the most. This also reiterates the Horncastle family motto of ‘where you’ll be welcomed like family and remembered as friends’. The team at the Pavilions Christchurch believe that travel should be easy and convenient whether it’s for business or leisure. So, they provide their guests connectivity, quality, comfort and great service. Meeting guest expectations and providing them with the best experience possible is on the top of the agenda for this family-run hotel General manager Debbie Horncastle, explained the reasons for the upgrade to a SKY Digital head-end. Debbie told us: “Guest satisfaction is our priority and we realised that the offering of standard channels was just not enough for our customers. We looked at an array of options to improve the service that we provide to our guests, and we decided that the SKY Digital head-end with its 36-SKY channels and improved

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picture quality presented a very good opportunity to do this.”

What happened during the changeover process? Debbie said “As we are in a central location and have a busy hotel, we were able to change over in stages and we were able to complete this within a couple of weeks. We kept the original system running alongside the active SKY Digital head-end with 36-SKY channels along with the free-to-airs’ so when the rooms changed over they would be live straight away because the equipment was already installed in the room. This made it a straightforward and painless process for ourselves and our guests.”

What has the guest reaction been to the change? “We have had great feedback on the install, and we are fortunate to have strong guest loyalty with feedback from returning guests being very positive, they now enjoy having a wider range of channels. This feedback makes the team happy and reaffirmed that the decision to go ahead with the project has been well worth it,” confirmed Debbie.

PROFILES

AccomNews - Spring 2019

Why a quality booking engine

delivers more guests By Kate Jackson, Editor

A fully responsive booking engine is a must-have member of your reservations team. As booking platforms proliferate and travellers are forced to negotiate an ever more crowded marketplace, a reservations process which is inviting and user-friendly will drive business to your property. A system which enables guests to easily schedule dates and length of stay, room selection, extras, and payment all in one place creates a much greater chance of that customer following a booking through to completion and payment. Your booking engine needs to be a 24/7, five-star member of staff enabling guests to book anytime, from anywhere, while catering to their myriad special requests - whether Richard in 217 requires allergy pillows or Billy in 211 needs a lockable balcony. It should make accommodation payments and redemption

AccomNews - Spring 2019

of gift vouchers and loyalty points straightforward. And, most importantly, it should integrate easily with the networks which help deliver a quality guest experience - from property management systems to distribution channel managers.

Brains and beauty Functionality is key to an effective booking engine. Allowing for PayPal payments, for example, increases your

validity by showing you support a universal system and value customer privacy and security. At the same time, it gives you instant, guaranteed payments from your customers. Another desirable payment option is credit card storage, which allows the retention of customers’ credit card information in a safe and secure environment. In the age of commission-led OTA dominance, a prominent and appealing ‘book now’

MARKETING

button is an important feature of any booking engine. It should include actionable language like “Make A Booking” or “Reserve Your Seat” and be eye-catching. Other ‘call to action’ buttons allow you to promote specials and packages. A quality booking engine provides opportunities for upsell, promoting add-ons to compliment a seasonal marketing push, for example. And it delivers analytics which help direct that ad spend in the most efficient way by helping you to understand your market. www.accomnews.co.nz

H D V \ W R X V H D F F R P P R G D W L R Q V R I W Z D U H

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For properties which attract a number of international visitors, a booking engine that can display information in other languages and accommodate different currencies is another business driver. People who are looking for a holiday may want to stay abreast of your latest deals and promotions, so including social media integration in your booking soft ware will allow them to quickly link to your social networks such as Facebook and Instagram. And as we become increasingly attuned to insta-worthy images, a booking engine which includes appealing highresolution images will allow potential guests to visualise your offer and steer them towards making a reservation.

Image: © pathdoc, stock.adobe.com

If customers have to scroll around the page, they will be less likely to complete their booking – if they are satisfied with their booking experience, however, they are more likely to book direct with you again in future.

Industry view: Lisa Hollegien, sales and support executive for Strait Reservations, talks us through the essential elements of a quality booking engine. It is essential that accommodation providers use a responsive booking service on their website, otherwise customers may look at using other responsive sites and book with a competitor or online travel agent, which as a result will force you to pay a commission on bookings you may not have had to. Not only should your booking service be optimised for the smaller screens of smartphones, it should also be attractive and easy to navigate on tablets and larger devices, so your customer can book a room with ease. If customers have to scroll around the page, they will be less likely to complete their booking – if they are satisfied with their booking experience, however, they are more likely to book direct with you again in future. You should also look for a booking service that can be customised to suit your property’s website theme. A customer will feel more comfortable booking with you if they do not get re-directed to another site which is what a lot of booking engines do, so make sure the booking sequence will be able to be embedded seamlessly into your website.

Image: © cherryandbees, stock.adobe.com

AccomNews - Spring 2019

Accommodation providers also

MARKETING

want flexibility in the special offers that can be showcased to potential guests. If a customer can see they have the option to book a lower rate for a three-day period over their two-day original search, then they are more likely to book that extra night as they can see it’s a great deal. Having the option to offer codes to exclusive customers that they can enter to receive a special discount is a great way to get repeat customers coming back. You also want to have control over the options you display, for example if you prefer adults only at your property you should be able to remove the option for a customer to be able to book with children. It’s also important to ensure that a booking service displays a whole range of dates showing availability and rates across all room types. This will be much more attractive to customers who are flexible with their dates or room and will generate many more bookings. Having a booking service that limits room types to individual searches means that if a customer was to see it sold out on their searched date then they are likely to straight away look elsewhere to book. Most important is that your booking service should link directly with your online property management system. You need a web-based service so that all your critical business data is backed up to the cloud that you can access from anywhere in the world from any device. Installed soft ware is so archaic and limits the operator from being able to only use it on the device it was installed on. Look for a company that can provide the full all-in-one service with a ‘zero commission’ booking service and included channel management as this will make it more affordable and easier to support. A company that provides free 24/7 support from New Zealand is also a priority as it would be a huge problem if you had issues with your service and were using an overseas provider that was closed during your operating hours. www.accomnews.co.nz

The power shift making accom rethink its focus arguing they are more likely to pay for a private guide who can offer personalised insights, for instance, than to sign up for a cookie-cutter bus tour.

By Kate Jackson, Editor

There’s a quiet revolution happening in accom - the rise of the female traveller.

A visitor guide providing recommendations on memorable local experiences or ‘hidden gem’ destinations can be a powerful marketing tool for your accommodation - as can staff who really know their locale and its best assets.

Women today control more money and enjoy greater empowerment than ever before, and the result is a significant shift in travel habits. Solo travel by women over the last five years is a market phenomenon. Over the last year alone, outdoor recreation company REI has seen a doubling in its registrations for womenspecific travel adventures. Of course, women are not just taking control of their own getaways but are estimated to make more than 80 per cent of household spending decisions, including family travel planning and booking. As a result, travel trends tend to reflect women’s interests. Booming areas such as culinary holidays, voluntourism and cultural tourism are driven by female demand in 2019. If accom is not working to enhance its offering by tailoring facilities to accommodate the needs and wants of the female traveller, it is looking in the wrong direction.

On the road For anyone travelling alone, little points of connection can be reassuring and even touching.

Image: © olezzo, stock.adobe.com

sea view, my favourite feature was a backlit bathroom mirror which provided ample light without casting me as an extra from Shaun of the Dead.

creams, cleansers and toners can give female guests a sense that you understand their wants. And mammoth fluffy towels are something women travellers often talk to each other about as a guilty pleasure. Similarly, a plentiful supply of luxe, eco-friendly shampoos and conditioners say to customers that you understand the demands of keeping both long hair and the planet healthy.

“For that reason, women are drawn to hotels that offer quality concierges and immersive activities. You want someone to open the door and allow you an authentic connection with the destination you’re visiting, without having to do a huge amount of work in preparation.”

In room extras

Soul, man

On the whole

Making assumptions of female wants based on stereotyping can be dangerous, but presenting amenities that can be nothing but helpful, whatever your sexual identity, is good business sense.

Practicalities aside, women are increasingly looking for accommodation that speaks to them - and not just through greeting notes from the GM. In general, women engage more with the places they visit than men do.

Women travellers are rarely on the road because they have a surplus of spare time. Many are frantically juggling relationships, children and careers and are looking to rebalance through their escapes.

When on the road, particularly for business, you are often looking to present the best version of yourself - and a bathroom mirror that accurately recreates daylight is a big plus. A well-lit full-length mirror is also a bonus, and my hotel offered both.

Every self-respecting hotel room will offer a hair dryer, but quality dryers and hair straighteners speak of next level care. When it comes to face and body products, makeup wipes, body

“Women focus on the why of a destination rather than a what,” Claudia Rossi Hudson of Mary Rossi Travel told Traveller,

In August, I stayed at a hotel where there was a ‘handwritten’ note from the general manager welcoming me, attached to a parcel of strawberry and chocolate fudge topped with an edible mini surfboard.

Elinor Fish, the founder of allfemale travel operator Run Wild Retreats, told The Washington Post: “My clients are very successful in their careers but they are realising that they need to focus on their wellness, too. “They know stress is an epidemic, so they are seeking out these travel experiences with other women in the hopes of returning home refreshed and restored.”

Of course, my brain knew this was a data grab with a hint of place setting, but my soul felt glad someone had made an effort to acknowledge my existence there. Despite enjoying the spacious, stylishly-renovated room and www.accomnews.co.nz

Hayley Baillie, co-owner of Australian luxury brand Baillie Lodges, told Traveller: “Women travellers want to be in the thick of it - to get amongst things and have a real, unmanufactured experience.

Image: © bunditinay, stock.adobe.com

MARKETING

Accom’s single biggest trend in 2019 is wellness - a movement powered by the rise in fameldriven bookings. Properties which tailor their offering around healthy food, fitness, balance and nature are best placed to take advantage of that lifestyle refocus. AccomNews - Spring 2019

: s e s a e L l e t o M

Image: ©ngad - stock.adobe.com

Working together for longevity Whether it’s a car, house or motel, everything falls into a state of disrepair over time if not maintained or refurbished. Occasionally, motels that are leased experience the same; not because they are intentionally neglected, but because there may be doubt in the minds of the lessee and the lessor as to who is responsible for what. The ambiguity is generally because the lease document is not specific enough and is left open to interpretation creating problems for everyone involved. In a perfect world, these agreements would be clear, precise and in plain English so as not to create confusion, but in many cases they are not, and neither party wants to incur any costs when they believe the other may be responsible under the terms of the lease. Again, in a perfect world where both parties communicate, act reasonably and “give and take”, most of the repair, replacement and refurbishment issues are quickly and quietly

AccomNews - Spring 2019

does however, need to be considered carefully. One doesn’t need to spend millions of dollars on an older complex to make it competitive, there are many low-cost methods in which accommodation complexes can be improved in order to maximise tariff and occupancy rates. Andrew Morgan,QTHB overcome. Unfortunately, this is not Utopia, and where one or both parties are not willing to maintain their own asset, whether that is land and buildings or the business, each party ends up damaging themselves financially. Motels are subject to higher than normal traffic, with new guests coming and going most nights, and it needs to be accepted by both the lessee and lessor that wear and tear (fair or not) is going to occur over time and that a fift y-year old motel is going to need far more TLC than newer properties - this needs to be budgeted for and accepted by both parties. The management of this maintenance and/ or refurbishment program

To achieve a positive outcome there are four questions that are worth considering: •

What is the purpose of completing the job? It may be an urgent repair issue. It may be to lift the standard of the appearance/ professionalism of the property. It may be a major refurbishment matter.

•

What needs to be done? Does one cracked tile need to be replaced or does the entire bathroom need to be retiled? Is it a repair or renovation?

•

PROPERTY

Who is responsible for the cost? Under the terms of the lease who is responsible for the cost? Is it clearly defined within the lease or is it open for negotiation.

•

Who will benefit most? If certain works are completed who will be the main beneficiary?

Understanding one’s lease is imperative. As with any business, know what your responsibilities are upfront and if there is any doubt as to who is responsible for a particular matter under the terms of the lease, then both parties need to discuss it fully. It may be easy to pass it off and say “seek legal advice” on the interpretation of the relevant clause within the lease but that really should be the last resort. I would say seek advice only to get an unbiased practical second opinion, besides the funds spent on legal fees when arguing over interpretation, would be far better spent on the property. At the end of the day reinvestment back into a property (of any kind) is required by those with a vested interest. A lessee and lessor sitting down together and acting reasonably to achieve a positive result, as opposed to working against each other in these matters, is always the best way forward. www.accomnews.co.nz

Stay or Go?

To sell your accommodation business better, talk to us. $991,000

Management Rights, Lifestyle Living linkbusiness.co.nz/EL02312 Lindsay Sandes – LINK Auckland, Ellerslie 021 895 940 lindsay.sandes@linkbusiness.co.nz

• Live on site and be paid $66,000 per annum in perpetuity. This Management Agreement role with limited duties and managers residence is selling - a three bedroom residents home set aside at the gate entrance • $196,000 Business • $795,000 Real Estate

$1,995,000

plus GST (if any)

linkbusiness.co.nz/WK00044 Therese Bailey – LINK Waikato 021 707 641 therese.bailey @linkbusiness.co.nz

• After twenty glorious years our current owners are finally retiring. • Brilliant location • Built in the 1970s & regularly maintained • Eight spacious units • 3 bedroom owner’s accommodation • Located on a massive 1365m2 of land in this prime spot

FHGC Holiday Park

$2,395,000

plus GST (if any)

$2,500,000

plus GST (if any)

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

Waikato

• Multi-income profitable business • Refitted to the highest standard • Fantastic location, 25minutes from Hamilton, many tourist attractions • Well-support by local community • Accommodation, bar, eatery & managers quarters • Further opportunities

Bay of Plenty

• Strategic location in the desirable BOP • Lodge, cabins and power & non-power campsites • Excellent onsite facilities • Year round income from seasonal employees working in the agricultural industry • Approx 1.2138 hectares of freehold land • Annual turnover in excess of $470,000

Home & Income that will Surprise

$1,400,000

plus GST (if any)

linkbusiness.co.nz/BOP00023 Carron Chote – LINK Bay of Plenty 027 289 6658 carron.chote@linkbusiness.co.nz

Tauranga

• Located in Bethlehem, Tauranga, walking distance to shops/restaurants & the best schools • Work from home enjoy a healthy FIXED 6 figure income • Beautiful 274m2 brick and tile home, 3-bedroom & 2 bathroom • Keen gardener, enjoy people & general maintenance?

Small Agency of the Year LINK Manager of the Year LINK Christchurch

Connecting business buyers & sellers since 1996

0800 546 528

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

LINKBUSINESS.CO.NZ

All LINK NZ offices are licensed REAA08

• This beautiful maintained property is situated in a location recognised worldwide • It has multiple income options with cabins, motel, backpacker and campervan sites • With steady growing sales and sited on a large plot of land (17434m2) this is a opportunity not to be missed

Large Business Broking Office of the Year LINK Ellerslie

Christchurch

linkbusiness.co.nz/BPW00991 Nols Bertram – LINK Bay of Plenty 027 238 1450 nols.bertram@linkbusiness.co.nz

Waikato

Five Stags, FHGC

$1,400,000

plus GST (if any)

linkbusiness.co.nz/CS00471 Phil Adcock 021 909 950 phil.adcock@linkbusiness.co.nz Sally Everitt 021 988 138 sally.everitt@linkbusiness.co.nz

Tauranga

Location and Lifestyle FHGC

Brilliant Freehold Motel

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

www.healthpak.co.nz

DELUXE ONE BEDROOM The Deluxe One Bedroom would easily be the most popular Tiny Home in New Zealand. With a purpose-built factory located in South Auckland, HouseMe produce 200+ units per year. This 10.4 X 3.0m unit is designed to be lived in, and for only $67,500 incl. gst (plus delivery) it will come equipped with bedroom storage, kitchen (with oven & hobs), a bathroom with a full sized shower and space for a washing machine. The unit is insulated and double glazed. With a focus on quality, value, and efficiency, you can expect to receive your new home within 8-10 weeks.

C P E

HouseMe Transportable Homes 0800 468 7363 (0800 HouseMe)

info@houseme.co.nz

www.houseme.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.

C Streamvision P 0800 664 322 E sales@streamvision.com.au W nz.streamvision.co

AccomNews - Spring 2019

WHAT’S HOT

www.accomnews.co.nz

COMBI BUNK FOR FAMILY STAYOVERS

Especially suitable for family units, with the ability to use under bed space for storage or additional pull out beds, this bunk is the answer to creating a safe family accommodation environment. Haven Commercial’s Combi Twin Single/ Double bunks are designed to provide safety and strength for the whole family and provides the best mattress support, for healthy sleeping.

C Haven Distributing Co. Ltd P 09 2133024 E sales@havennz.com W www.havennz.com

VOICE TECHNOLOGY IS HERE, AND IT UNLOCKS SO MUCH REVENUE POTENTIAL!

MORE EFFICIENT GUEST SERVICE: 30% of all guest requests are routed directly from the guests’ voice to the hotel’s work order management system both reducing room for errors as well as time spent tracking followup. IMPROVED TREVPAR: Reducing friction for guests to communicate unlocks thousands of additional opportunities to communicate with, and influence, your guests as well as promote, offer and sell ancillary hotel services. ONLINE REPUTATION AND GUEST DELIGHT: Reviews are revenue and when guests leave them, they write about what was unique, memorable and helpful. Reviews from travelers at hotels with voice activated in room devices often mention the amenity as novel, unique and memorable.

C E

Futures NZ

021 250 9131

andreas@smartvoicesystems.nz www.smartvoicesystems.nz

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.

C E

P 09 309 0035 W www.thehotelspace.co.nz

The Hotel Space

info@thehotelspace.co.nz

PUT AN END TO LUMPS AND BUMPS IN THE NIGHT

Replace your lumpy, cumbersome split king or super king mattresses with a new Ezi Join from King Koil Commercial. Benefits include: Enhanced guest comfort – minimises the prominence of the join, Closest feel to a true king and super king mattress, Easy for housekeeping and No additional parts or accessories that can get lost

www.accomnews.co.nz

A.H.Beard

WHAT’S HOT

0800 242 327

www.ahbeardcommercial.com

AccomNews - Spring 2019

Innovative pod-like village Surf & Sand By Mandy Clarke, Industry Reporter

Look for an awardwinning holiday park, positioned in a private park-like setting on a pristine beach voted New Zealand’s most loved, and you will find Ohope Beach Top 10 Holiday Park and Surf & Sand Pod Village. This park is the perfect place for an authentic Kiwi seaside holiday. Located in the eastern Bay of Plenty, it is 6km east and over the hill from Whakatane or 90 minutes’ drive from either Rotorua or Tauranga, in a region known as the sunshine capital of New Zealand. Ohope Beach

AccomNews - Spring 2019

We are very proud of our park and our unique environment; we have an active volcano and an incredible beach! Top 10 Holiday Park offers a range of accommodation options suitable for every budget, and facilities include sociable, comfortable communal areas and free wifi. Ohope Beach TOP 10 Holiday Park has been operated for more than 25 years by the Maguire family and is managed by Mark Inman, who told us: “We are very proud of our park and our unique environment; we have an active volcano and an incredible beach!”

The tranquil setting of the Surf & Sand is next to Ohope Beach TOP 10 Holiday Park. Tucked away on this coastal stretch and parallel to the sparkling blue Pacific Ocean this venue and accommodation is the jewel in the crown. It is a stunning location right on the beach where the only disturbance to be found is the sound of the waves. This makes it the perfect spot for special events such as weddings.

REFURBISHMENT

However, Mark revealed: “On August 19, 2018 a tornado ripped through the Surf & Sand area of the park and destroyed our only amenity, leaving a trail of destruction behind it. But we took this disaster as an opportunity to build our new pod-like village. “The village was designed to embrace the rustic, natural beauty of Ohope Beach, and includes 14 modern, stylish pods featuring cedar screens and including two kitchens, laundry, boiler room, male and female block with toilets and showers, and three family bathrooms with wheelchair accessibility. “Garapa hardwood decking connects the pods creating the perfect indoor/outdoor flow and extends into a large al fresco dining/entertaining

www.accomnews.co.nz

area with a built-in, lean-to table and bar stools allowing guests to socialise among family and friends.” The unique ‘pods’ or portable homes were built and supplied by NZ family-owned construction company Podlife. The team of builders laid the foundations and finished all the exterior cedar panelling and other requirements when the village was hooked up to the services, and Podlife completed their finishing touches. The results? An inspiring refurbishment project that saw Ohope TOP 10 Holiday Park crowned joint winners of the Resco Best New Build

over $100,000 Award in the HPNZ annual awards for 2019. Ahna Brownlee, an owner of Podlife, told us about the project: “We were asked to supply 14 fully customised commercial pods within a 12-week time-frame - not for the faint hearted! “Our team worked with a local architect to design a contemporary, functional, low-maintenance solution which included commercial kitchens, laundry, shower and toilet blocks as well as two high-spec accessible toilet and family rooms.” We asked Ahna, how did it turn out? “Beautifully, our

PODLIFE - Creating Additional Space Need additional space for your home or business? Choose the Pod that’s right for you! Wherever you are and whatever you do in NZ, a Pod is a great addition to your property. Podlife makes it easy to create additional space. Our Pods are constructed in our factory in Whakatane and delivered Nationwide. Built to NZ building

standards our Pods are fully insulated and double glazed to ensure maximum comfort all year round.

pre-fabricated systems really came into play - when coupled with the expertise of our team we actually delivered ahead of schedule which was a huge achievement. We have had a huge amount of positive feedback and it has driven a lot

of leads from both commercial and residential clients looking for additional space solutions. Although the timeframes given were very tight it all came together very well, with contractors and subcontractors giving 110 percent.”

Need Flexible and Affordable space? Choose the Pod that’s right for you!

Pods are fully relocatable, low on maintenance and high on comfort. Pre-fabricated in a variety of configurations, you choose - from self-contained accommodation to a fully customised commercial solution. Contact us now for more information: info@podlife.co.nz

Podlife makes it easy to create extra living space on your property. Pods are NZ-made, long lasting and feature full insulation and a galvanized steel structure. Pods are pre-constructed in a variety of configurations, so you can choose the Pod that works for you - from basic worker accommodation to a fully customized commercial solution.

Transient Worker Dorms

Sleep Out

Ensuite

Trailer Option

Construction Site Office

Mobile Bathroom

Kitchenette

Desk

Build your Pod at www.podlife.co.nz 0800 7635 433 | info@podlife.co.nz

www.accomnews.co.nz

REFURBISHMENT

AccomNews - Spring 2019

Key considerations for furniture, fittings and equipment FFE is not architecture and often this oversight results in specifications that are costly or not fit for purpose. The specialist design and selection of the furnishings can lift a hotel from ordinary to extraordinary â&#x20AC;&#x201C; it is the touchpoint of your guests and your point of difference. The furnishings and fittings that guests interact with, be it budget or luxury should closely align with the hotel offering to provide a cohesive experience for guests.

Using a designer and procurement agent with extensive supply chain knowledge, to assist with this process such as sizes, suitable aesthetic, quantities and knowledge of the vagaries associated with shipping into New Zealand is recommended.

Vee Kessner

Director, Space Studio

leaves owners with one of two options â&#x20AC;&#x201C; purchase from off shore suppliers who hold stock of ranges or have the furniture selected/specified and manufactured to order. Numerous offshore suppliers have ranges available that can be selected from.

Be aware as well that some soft furnishings will require NZ fire rating certificates of fabrics to meet with local fire requirements and the rating of the individual property. Where furnishing and fittings are custom designed, it is highly recommended that prototypes are reviewed prior to the full order of quantity to check for quality and detail. And that warranties are specified.

FFE key drivers 1. Durability and fit for purpose Off the shelf residential furniture is generally not manufactured to take the wear and tear that hotel furnishing is subjected to. There are also no warranties available for this resulting in early replacement costs. To that end, given the limited nature of available off the shelf product in New Zealand, this

AccomNews - Spring 2019

Key point: invest in appropriate FFE at the outset thereby reducing future replacement costs

2. Aesthetically appropriate New developments have the advantage of a fresh view with a clear design direction that can be implemented. To this end clarity of the offering and overall design intent of the property should drive the design and selection of furnishing. In the course of our work we often see properties where over time items have been added as replacements have been needed. The result is a haphazard presentation of spaces added to which maintenance and housekeeping must deal with a variety of different setups. For refurbished properties it is essential to have a clear vision as to the design aesthetic for the total property which may need to be delivered on over a few years. When selecting items off the shelf the overall property aesthetic should be considered. Key point: have clarity of the vision for the property as a whole to drive decisions and maintain a cohesive presentation.

REFURBISHMENT

www.accomnews.co.nz

Inspired design delivered

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

3. Budget Utilising a specialised procurement agent will help significantly at the outset to schedule and establish a budget based on your propertyâ&#x20AC;&#x2122;s requirements at current values. It also allows for the assessment of cost against returns on the property. The submission of well developed budgets by reputable procurement companies, based on current market values, will assist in obtaining funding for the FFE. Initial budgeting based on current market values for a significant slice of the development budget will assist in the correct development of funding models and reduce frustration at the end when FFE is required to be ordered. Furthermore, where the design and procurement consultants are closely aligned, elements can be redesigned and revisited to meet set budgets without impacting on the overall outcome of the project. Clear communication and collaboration between designer and procurement agent is essential for the best outcome and delivery to budget. Through tender and selection of suppliers, the budget can be reported against to ensure the FFE is delivered within agreed budgets. Key point: use a reputable procurement company to plan and reduce risk.

AccomNews - Spring 2019

versus one off replacement will be determined by where the FFE is purchased from and the likelihood of that item having to be replaced through damage or shrinkage. Warranties should also be considered as part of the tender process. Key point: replacement should be one of the criteria in the tender evaluations when supplier recommendations are made.

5. Installation In developing new properties, allow for approximately 9-12 months for your FFE planning. This allows for the tender process to be thorough and keeps your options open as to who to utilise for the various packages. In managing the placement for new properties, the procurement agent should be engaged with the construction team to understand handover timing and process to avoid delays or damage. Coordination of hard fitted items will also form part of these discussions. Installation to an operational property is always a little more challenging but good planning and close coordination with management to reduce the impact on guests can be provided everyone works closely together.

4. Replacement

Good planning will also reduce storage costs.

The consideration of spares

Key point: plan, plan, plan.

REFURBISHMENT

www.accomnews.co.nz

Park renovation highly praised by HPNZ

By Mandy Clarke, Industry Reporter

the cabins to reflect our proximity to the beach. The functionality of the cabins was a priority, to meet the expectation of international visitors and families as well as our growing group market.

Pacific Park Christian Holiday Camp recently completed a renovation of this wonderful family holiday destination regarded by HPNZ as one of the best industry builds (over $100 000). The park at Papamoa East, Bay of Plenty has been beautifully updated to recreate those uncomplicated, childhood beachside holidays we all reminisce about, in a safe and family-friendly environment. Originally located at Mount Maunganui and called ‘Mount Bible Camp’, it opened after World War Two and moved to the Papamoa site in the 1970s, where Pacific Park Christian Holiday Camp was developed. Situated just a short walk from the ocean, it offers a mix of two and three-bedroom motel units, a choice of large villas and cabins (sleeping up to eight), and 30 bed lodges plus 80 camp sites.

love the work and lifestyle. Our clientele includes school, sport, church and special interest groups, we are unique in the Tauranga area as a provider of accommodation for large groups. More recently the camperMate app has put us on the map with international travellers in motor homes who we entice away from freedom camping.”

included a new campground kitchen, amenities block, two family cabins and two toilet extensions to existing basic cabins. The design concept of the new kitchen block, cabins and cabin extensions was perfectly interpreted by Stephen Bird Architects and construction commenced Feb 1, 2018.

Kerry and Lynne set out on an ambitious journey of renovation that began in 2017. The project

Lynne said: “We wanted the kitchen/dining amenities area to be open, bright and breezy and

Kerry continued: “The cabin additions to two of our basic cabins include a toilet and increased floor space, we now have two, two-bedroom family cabins with bathrooms and two, one-bedroom cabins with toilets. Both additions are proving very popular as guest expectations continue to rise. “We are very happy with the process and result. We put the success down using excellent builders, high quality products and high calibre contractors. The project has paid off, it looks great and will stand the test of time. Most importantly, our guests love it! Feedback rates us well on online, indicating that the new additions improve our industry standing.”

Not for profit, Pacific Park is held in trust, governed by a board of trustees and managed by Kerry and Lynne Goodger. It aims to provide a range of affordable accommodation choices to benefit the whole community. Kerry told us: “We have managed the park for nearly seven years and www.accomnews.co.nz

“The kitchen/dining block to operates as two separate kitchens during the year and one large space over the summer holidays. Off peak we can also offer private kitchen/dining to groups staying in our cabins which effectively gives us a third lodge. The design captures the winter sun and makes a very warm winter gathering spot which can also open to enjoy summer sea breezes.”

REFURBISHMENT

AccomNews - Spring 2019

Image: ©greenbutterfly - stock.adobe.com

The hotel room of the future By Kate Jackson, Editor

Yes, hotels of the future may feature bamboo sheets, wooden keycards and the odd humanshaped droid, but the evolution of guest rooms will be driven by one key concept - connectivity. The collection and sharing of data will increasingly shape how we all live our lives and how we inhabit the spaces around us. Almost everything, it seems, is destined to connect to the vast digital ecosystem that is the Internet of Things, and guest rooms will be leading the charge. As Brendon Granger of Technology 4 Hotels says: “Hotels are harnessing a range of digital technologies that connect to the internet - from TVs and smart mirrors to thermostats and in-room voice assistants. “All of these devices are able to collect and share data, which can then be used to provide hoteliers with a wealth of insights and far-reaching benefits.

AccomNews - Spring 2019

technologies, services and staff by simply speaking aloud.

In the world of IoT, the hotel room is no longer one-sizefits-all. It intelligently adapts to each guest and continues to learn from their behaviour over time.

“From enhanced efficiency and cost savings, to smoother customer service and personalised guest experiences, the Internet of Things (IoT) has the potential to transform hospitality.”

The personalised room While some providers will be quicker than others to adopt new ideas, most will see the benefits of a personalised hotel room which adapts to the needs of each guests by tracking how they interact with in-room devices. “Consider the following scenarios,” says Granger. “A business traveller notices the

lights automatically dim in the evening to suit their preference while working. A family finds the in-room TV has saved the kids’ favourite channels. And a returning guest steps under the bathroom shower to notice the temperature is just as they like it. “In the world of IoT, the hotel room is no longer one-size-fitsall. It intelligently adapts to each guest and continues to learn from their behaviour over time.”

The speech bubble Voice assistants are quickly becoming commonplace in the hotel rooms of the future, allowing guests to access hotel

TECHNOLOGY

Hotel Tech Report says sultrytoned enablers such as Alexa, adopted by Marriott, Melia, Viceroy, Hyatt and many other hotel brands for the first time last year, route 30 percent of all guest requests directly from the guest’s voice to the hotel’s work order management system, eliminating the potential for errors and time spent tracking follow-up. According to Hotel Tech Report, voice assistants are driving an increase in revenue per room by unlocking opportunities to promote and sell ancillary services. These voice-based promotions are a favourite of guests, who often report their in-room brush with a VA as “novel, unique and memorable”. Future Systems Director Andreas Cooper is responsible for Smart Voice Systems, which partners with Volara to offer the latest voice assistant technology. He says: “Voice technology is seeing rapid adoption in the home environment and discerning travellers expect the comforts of home when they’re on the road. P40 www.accomnews.co.nz

The future is here Smart Voice Systems have

“Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology. It provides integration secure integrations into the leading hotel technology solutions, including smart thermostats, lighting controls, TV controls and work order management systems. Requests like ‘Alexa, send up some champagne’ go directly into the task management system and are directed to the appropriate staff.

partnered with Volara, the only secure ‘voice’ soft ware for the hospitality industry. With our firm, we believe that this technology will become commonplace for any discerning hotel chain, we are taking our expertise and Volara’s soft ware to the Australian & New Zealand markets. Voice technology is coming. It’s one of the only mediums of communication that dates back to the dinosaurs. There’s absolutely no learning curve for guests, they just speak!

According to Hotel Tech Report, voice assistants are driving an increase in revenue per room by unlocking opportunities to promote and sell ancillary services.

Voice assistants are quickly becoming commonplace in the hotel rooms of the future, allowing guests to access hotel technologies, services and staff by simply speaking aloud.

Future Systems Director Andreas Cooper is responsible for Smart Voice Systems, which partners with Volara to offer the latest voice assistant technology. He says: “Voice technology is seeing rapid adoption in the home environment and discerning travellers expect the comforts of home when they’re on the road.

They are even giving hotel staff the ability to communicate with international guests via a 2-way translator.

“Alexa, bring me more towels.”

“Voice assistants can facilitate staff communications by voice enabling back-of-house interactions across your team and technologies. They optimise operational efficiency by automating information requests and seamlessly routing service requests. And they grow onsite sales by adding offers and information to common interactions.”

“Alexa, turn off the lights”

“Alexa, turn the TV to EPSN.”

Volara + Alexa for Hospitality = Your Hotel Business Tool

“Alexa, where can I play golf?”

“Alexa, what time is breakfast?”

Why Voice?

Why Volara?

Voice technology is seeing rapid adoption in the home environment and discerning travelers expect the comforts of home when they’re on the road. Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology.

Volara enables the curation and real-time management of conversations between hotel management and guests or staff, benefitting from improved accuracy, secure integrations, human voice replies, device management functionality, and guest privacy protections.

Measurable Results

On-Command is the new On-Demand. Secure Integrations Room Controls

Work Order Management

Guest Engagement

“Alexa, call the Concierge.”

Television Controls

70% of guests engage

usage of guest room phone

7-8

30%

uses per room night

Facilitate Staff Communications Voice enabling back of house interactions across your team and technologies Optimise Operational Efficiency Automating information requests + seamlessly routing service requests Grow Onsite Sales Appending offers and information to common interactions Improve Net Promoter Scores Create memorable voice based guest experiences

of all service requests

1000’s

of positive TripAdvisor Reviews

Raise Average Daily Rate Competing on amenities and experience not price Access Data that Drives Decisions and helps you understand what your guests want when they want it Build Guest Loyalty Personalizing guest interactions and greeting every guest Increase Occupancy Rates Differentiating your property in a competitive market

The Technology …and leading Safety, Music, Tablet, and Property Management Software. Ask us about integrations with your hotel technologies.

Secure

Flexible

Accurate

Volara’s software protects guest privacy and proprietary hotel data through it’s architecture which includes encryption and an abstraction layer.

Volara’s software enables non-technical hotel staff to make changes to the conversation in real-time.

Volara’s patent-pending Accuracy Engine leverages user data to improve interaction models resulting in increased precision.

Andreas Cooper - +64 212509131 - andreas@smartvoicesystems.nz - www.smartvoicesystems.nz www.accomnews.co.nz

TECHNOLOGY

AccomNews - Spring 2019

“Voice is a natural and frictionless medium of communication that balances the luxuries of personal service with the efficiencies of on-demand technology. It provides integration Would you like to off er your secure integrations into the guests enterprise grade in leading hotel technology solutions, room Wi-Fi without having to including smart thermostats, lighting controls, TV controls and re-cable? work order management systems. Our revolutionary new TRIAX WiRequests like ‘Alexa, send up some Fi over TV network, delivers fibre champagne’ go directly into the capable speeds and excellent task management system and are signal coverage to every room of directed to the appropriate staff. your Hotel or Motel by utilising your pre-existing cable “Voice enables the TV curation system! and real-time management of conversations betweensites hotel For many hospitality it’s not management and guests orroom practical to re-cable for in staff . The cutting-edge softproject ware Wi-Fi, mainly due to high improves accuracywith andunwanted enables costs combined secure integrations, human voice operational downtime. TRIAX replies, device management, International identified this issue and protections. andguest haveprivacy since developed a solution specifically engineered “Voice assistants can facilitate for the hospitality and aged care staff communications by sector. voice enabling back-of-house interactions across your team and technologies. They optimise operational efficiency by automating information requests and seamlessly routing service requests. And they grow onsite sales by

Need better

adding offers and information to common interactions.”

Left to their own devices IoT technology means a room’s lights, heating and air conditioning can be controlled not only though voice but from a guest’s own smartphone or tablet. A total game changer for new Such in-room controls are the and existing properties, with ultimate in personalisation. extraordinary scope cateringHilton is among the hotel groups which from 20 right up to 400+ rooms. already allow to control Installation is guests quick and simple room thermostats through at approx. 20 min per room so their smartphones and even there is very little interruption maintain desired conditions to the general operation of the through their devices. business. Eachpersonal room can now have its very own Wi-Fi access While in-room controls point, delivering guests may a Wi-Fi soon become an expectation, connected experience that being able to replicate exceeds their expectations. guests’ viewing and listening In addition toalready great Wi-Fi this preferences is one. technology instantly provides Smart TVs which BYOD the property with allow infrastructure (bring your own device) content for IPTV, SMART TV and Voice over IP phone casting are fastconnectivity. becoming a keep given. up with the technology demand Aidan Carson, project director curve, get better reviews get for Digital Hospitality, told bett er Wi-Fi. AccomNews: “More than ever Contact us todaya to discussinyour we are noticing decrease site. Email the code: ACCOMWiFi demand for scheduled linear in the subject title, tell us a TV services like Freeview NZ little about your site and take and an exponential increase advantage of a no obligation on site consultation.

DIGITAL HOSPITALITY the ultimate guest engagement platform

THE RUNDOWN Total turnkey solutions, we create a technology experience that matches your guests expectations and your market budget. Specialising in engagement technologies such as - In room WiFi, Free T.V, Pay T.V, Streaming video, Device casting, MATV, IPTV and Digital signage. We bring all of these technologies together with our latest ”in touch” portal providing a uniform guest experience to any touch point.

Image: ©Robert Kneschke - stock.adobe.com

in online services such as NETFLIX, YouTube, TVNZ on Demand and so on. Commercial TVs have specific features like automatically removing the guest’s personal account data after using these services.” And he added: “A hospitality TV can offer many advanced features, such as delivering on-screen compendiums customised digital branding and advertising, weather information, flight information, local attractions, restaurant and room service menus.” Such digital compendiums, either

Would you like to offer your guests enterprise grade in room Wi-Fi without having to re-cable? Our revolutionary new TRIAX WiFi over TV network, delivers fibre capable speeds and excellent signal coverage to every room of your Hotel or Motel by utilising your pre-existing TV cable system! For many hospitality sites it’s not practical to re-cable for in room Wi-Fi, mainly due to high project costs combined with unwanted operational downtime. TRIAX International identified this issue and have since developed a solution specifically engineered for the hospitality and aged care sector.

www.digitalhospitality.co.nz e n q u i r i e s @ d i gi t a l h o s p i t a l i t y. co. n z

AccomNews - Spring 2019

As Aidan says: “Digital compendiums are quickly becoming the go-to solution for hospitality properties all over the globe. “There are many benefits of going digital. Cutting operating costs and increasing efficiencies are at the top of the list. P42

Need better

Call 03 344 5417 or visit our website

delivered through a Smartphone app, Smart TV or hotel-provided tablet, are another powerful guest engagement tool which provides an always up-to-date and customisable services directory.

TECHNOLOGY

A total game changer for new and existing properties, with extraordinary scope catering from 20 right up to 400+ rooms. Installation is quick and simple at approx. 20 min per room so there is very little interruption to the general operation of the business. Each room can now have its very own Wi-Fi access point, delivering guests a Wi-Fi connected experience that exceeds their expectations. In addition to great Wi-Fi this technology instantly provides the property with infrastructure for IPTV, SMART TV and Voice over IP phone connectivity. keep up with the technology demand curve, get better reviews get better Wi-Fi. Contact us today to discuss your site. Email the code: ACCOMWiFi in the subject title, tell us a little about your site and take advantage of a no obligation on site consultation. www.accomnews.co.nz

Whether you want to lease just one item or develop a whole business finance strategy, we can help

Lease to improve presentation and appeal Expectations around in-room technology have risen in parallel with increasing tech-savvy guests. Digital distribution systems (the ability to connect devices and share content) and smart TV’s with inbuilt Netflix, Neon or Lightbox are now must-haves, not nice-to-haves. An old tube TV is not enough, with guests expecting an entertainment experience which is better than at home. Leasing enables you to keep up to date with the latest technology and meet increasing customer expectations.

Guestroom upgrades LeasePlus also offer options to give your guestroom a facelift without breaking the bank. Leasing allows property’s to offer their guests new, upgraded and appealing accommodation without a large lump-sum payment. Leasing equipment and upgrades through LeasePlus means that equipment replacement and upgrades are paid for in low monthly payments. There are no large upfront fees on signup, and monthly payments can be operating expense and are fully tax deductable. Leasing protects your property from risk of asset obsolescence www.accomnews.co.nz

so you can keep up to date with customer expectations. The total cost of a room refit with LeasePlus can be as low as $83 per month, which can have a flow on effect and result in an extra $7,500 income per room per year.

Lease to save capital and smooth cashﬂow Leasing saves a big upfront cost, working with your cash flow cycle and can free up your valuable capital for investment elsewhere in your business.

Lease to save on tax Leasing makes good tax sense. Repayments are fully deductible operating expense with tax advantages and efficiencies you can discuss with your accountant.

Guestroom upgrades Whether you want to lease just one item, a few or develop a whole business finance strategy with LeasePlus, browse through our extensive product range online and see the possibilities we open to you. Get in touch with one of our knowledgeable consultants about your next project on 0800 800 325 TECHNOLOGY

AccomNews - Spring 2019

Can good AI transform the

guest experience? As travel becomes increasingly mobilecentric, accom properties have begun utilising mobile apps to drive loyalty and guest engagement.

What makes a great automated guest request system?

In reality, a lot of guests just aren’t engaging with them. Just think, how many hotel apps do we all have on our phones, and how many do we actually use?

Chatbots are what the guest interacts with and the AI running in the background can receive and answer a guests question and if need be, allocate a task to hotel personnel.

According to Google, 53 percent of smartphone users haven’t even installed their favourite brands app, so it’s reasonable to assume that all but the most loyal guests are not using a hotel app during their stay. A lot of hotels still utilise SMS as a way to message guests. While more convenient than downloading an app, SMS can involve additional

Artificial intelligence is the key to offering instant responses to guest requests. Done well, it can truly enhance the guest experience.

Brendon Granger Director, Technology 4 Hotels

costs, which are especially high for anyone travelling internationally. The future of guest communication, therefore, relies on offering a platform that’s free and simple to use. This article expands on what I believe to be the key features in any such platform and when evaluating any such product, I believe these features need to be considered.

A question like “What time is breakfast?” can be instantly answered by the Chatbot. Guest requests such as additional fresh towels, an adapter for their smartphone, or ordering cocktails while lounging by the pool are all seamlessly allocated to the appropriate department using the ‘smarts’ of AI. Ideally, such a platform can

“Sites are now achieving low to no printing costs by doing away with paper compendiums, saving both money and time with the added bonus of increasing the businesses environmentally friendly profile.

Charging ahead

The obvious benefit is that guests from anywhere in the world can use charging pads or clocks in their room without the hassle of bringing charging cables or plug adaptors. The rooms of the future will integrate that wireless

AccomNews - Spring 2019

With that in mind, here are some of the top considerations with regards to a guest request system.

No need for downloads Respecting your guests by NOT asking them to download an app that takes time and uses up valuable space on a person’s smartphone is key to having guests interact with a Guest Request System. A hassle-free experience is a major selling point when trying to encourage guests to interact with your hotel before, during, and after their stay. Especially since most apps are deleted within a week of their last use.

A repair can then be carried out before it becomes a problem and potentially before a guest even notices it. Predictive maintenance takes customer service to a whole new level and can head-off potentially expensive issues at the pass.

“Keeping digital compendiums fresh and updated site wide and at the click of a button is not only smart and easy but also a great time saver, a satisfying way to decrease running costs.”

As wireless charging for electronic devices appears more prominently in people’s everyday living spaces, they’ll expect it to be available in accommodation too.

be used both on and off the property. So if a guest wants to make a reservation for dinner before arriving, they can do that from anywhere, all via their mobile device.

Image: ©wstockstudio - stock.adobe.com

technology into an array of surfaces, from desks and coffee tables to armchairs, to ensure a sleek, cable-free environment whether you’re an Apple or Android user.

Sustainable superior service Thanks to the IoT, connected technology such as lights, heating and air conditioning systems can alert staff if they’ve

been left on after a guest checks out. Even a minibar fridge could let staff know if it’s been left open. Over time, spotting and rectifying inefficiencies will help a hotel make substantial energy savings and improve their environmental credentials. That technology also ensures maintenance issues get solved faster, with appliances designed to alert staff as soon as they start malfunctioning.

TECHNOLOGY

When it comes to check in, a hotel can send an electronic key card to a guest’s mobile phone when their room is ready, enabling them to bypass the front desk and the need for a physical card and unlock their room using their mobile. As Brendan Granger argues, being able to control in-room tech through one device will soon become a hardwired expectation for guests. “By investing in the right technology now, forwardthinking hotels can begin to offer smoother service, improve their efficiency and provide guests with the flexibility to define their own experience,” he says. www.accomnews.co.nz

How would it work? Find a solution that is designed to sit on, or integrate with, any platform. From iOS to android, your hotel’s website, existing hotel applications, or even the in-room television. We all know technology is only as useful as its uptake, so providing a system that is accessible in multiple environments is critical to driving guest usage. Solutions such as progressive web applications, which look and feel like an application, but are deployed via a URL, allows for a Guest Request system that can reside on a website, form part of a guests reservation confirmation email, or can even be accessed at reception, the pool or a room via a QR code. Such flexibility provides a significant advantage.

How to make sure it’s the right type of AI There’s AI and there’s AI and people who are human will be interacting with it. Take the time to ensure that the AI is built on Natural Language Processing technology. Natural Language Processing not only understands words and sentences; it’s able to grasp the context of requests and questions. As a result, guests can communicate more easily

and receive the information they’re really looking for, while interactions have the natural patter of a human-like conversation. For example, a well-programmed chatbot will recognise that “I need a toothbrush please” and “I forgot my toothbrush” both represent a guest’s request for another toothbrush.

F&B requests from anywhere = incremental revenue Incremental revenue is key so ensure that any system will allow guests to see your room service menu and place orders both on and off-property. So if they want to request room service while lounging in bed, or order their evening meal while travelling back to your hotel, all it takes is a tap of a button on their smartphone. This anywhere/anytime convenience makes life easier for guests, and a built-in up-sell mechanism also offers hotels a way to generate additional F&B revenue.

making for more satisfying guest experience. In addition, hotels can reduce the associated costs of having to train or recruit staff to communicate in other languages. But be careful, many chatbots solely use Google translate for this functionality. And while this may represent an improvement on no translation capabilities, a solution that can provide fully controlled responses in line with your brand language is preferable.

Promotions and offers Ensure that your guests can use their mobile to browse and access all the promotions and offers that your property is running. Ideally select a system that accommodates “push notifications” with preprogrammed content, such as promoting a discount on a luxury spa treatment. I recommend looking for a system that can track and report on uptake of offers to help monitor effectiveness and tailor future marketing efforts.

Multi-lingual function

Tracks guest sentiment

Look for a system with multilingual functionality, where overseas guests can use their mobile to communicate with the hotel in their native language. This eliminates the frustrations that arise from language barriers,

Knowing how your guests feel throughout their stay can be crucial to enhancing their experience and managing your online reputation. With the ability to measure the mood of guests at any time (and not just waiting

until check out), look for a system that lets your hotel address negative experiences before they become damaging online reviews. Equally, being able to track guest sentiment is extremely useful for encouraging positive reviews when guests have a great experience.

Integrates with TripAdvisor A great platform will integrate with TripAdvisor. So a guest exploring your destination can type a request directly into the platform, such as “Is there a museum close by?” to receive instant answers. Restaurant reviews, sightseeing recommendations, and all other city information can be accessed in this same way, even while off-property.

Conclusion Travellers increasingly want their hotel stay to revolve around freedom, flexibility, and convenience. Having a bespoke chat bot instantly available on their own smartphone is a big step in the right direction. Rather than trying to persuade guests to download an app or chat via SMS, look for a platform that offers a free and frictionless way for them to communicate with the hotel before, during, and after their stay.

Image: ©sdecoret - stock.adobe.com

www.accomnews.co.nz

TECHNOLOGY

AccomNews - Spring 2019

What to look out for when buying a hot water system Image: ©Minerva Studio - stock.adobe.com

Choosing the right hot water system is one of the most important decisions you’ll make as an accom provider. Water heating accounts for around a quarter of an accommodation property’s energy usage, so it’s crucial to strike the right balance between energy efficiency and satisfying the requirements of guests. A torrent of hot water thundering from your shower heads will speedily drain resources, but a weedy lukewarm flow could provoke a spray from underwhelmed guests. Which source of energy you choose to heat your water with will depend on which system best accommodates your budget and property needs, meets your sustainability goals and can provide a stable and continuous supply of hot water for your paying clientele.

major expense if they’re not working at optimum efficiency or in need of frequent repairs. Commercial systems range from electric, gas and oil-fired storage heaters to instantaneous gasfired and oil-fired water heaters, hot water supply boilers, unfired hot water storage tanks and solar powered set ups. While the list can be confusing, commercial installers and suppliers will recommend equipment appropriate to your property’s location, discuss performance and longevity expectations, consider the optimum positioning of equipment for ongoing management, and outline the stipulations of local and national regulators. Industry view: Trevor Edwards, managing director for Superheat

Choosing the right water heating process will have a significant impact on your water heating performance and costs. Solar water heating can provide low cost hot water but performance is less during winter, and solar water panels only operate during the day. Gas, electricity and diesel/gas fired boilers are all reliable options and the choice will be determined by the cost of the heating system (e.g. gas boiler) and the cost of electricity and LPG/natural gas options. Demand for hot water generally varies over a full day. To ensure that there is a near continuous supply of hot water there should be buffer storage to reduce the risk of running out of hot water. Buffer storage (hot water storage tanks) should be sized with a capacity based on the daily peak demand.

The right advice Reliability and regulation play a key factor in commercial setups. Commercial water heaters can be a major pain point when equipment malfunctions. Similar to the heating and air conditioning, water heaters can become the source of

AccomNews - Spring 2019

Image supplied by Superheat

ENERGY & RESOURCES

Outdoor hot water storage can result in heat losses through the insulation and pipework, especially over winter. We would always recommend that there is additional insulation on outdoor hot water cylinder and locate hot water cylinders inside where possible. We would also recommend that the hot water storage is in as central a location as possible to give shorter pipe runs and less heat loss. If there is a ring main installed (a pumped system to provide hot water instantly to all take-off points) then it is very important to consider how close the hot water storage is to the usage points. Hot water heat pumps are a recent but not entirely new technology. A modern hot water heat pump can heat water at 35 percent of the cost of electric element heating. New technologies are coming available where the hot water heat pump can heat water to over 70 degrees which will allow more energy (in the form of hot water) to be stored. Superheat, for example, manufactures a range of 1,000 litre hot water cylinders which can be used as storage buffers and also combine forms of heating including heat exchange coils for diesel/ gas boilers, underfloor heating and fittings for hot water heat pumps and solar. www.accomnews.co.nz

Are yo y u hot water w efficien fficient fficien ficient? Cost efficient water heating is essential for commercial applications. New Zealand made Superheat commercial hot water cylinders have many ways of heating and storing hot water:

• Electric heating can provide a good backup for other heat sources but generally at a higher cost.

• Hot water heat pumps can heat water 70% more efficiently than electric element heating. Hot water heat pumps with CO2 used as refrigerant can efficiently heat water to over 70 degrees.

These heat sources can be integrated into storage hot water cylinders (HWC’s) by means of heat

• Heat exchangers utilising waste water can be used to pre-heat incoming water, reducing the heating load.

exchange coils for hot water heat pumps and boilers or additional fittings to accommodate hot water heat pumps, solar, co-generation sources and continuous flow gas. The correct sizing of cylinders is important. Cylinders can be used as buffer storage of hot water during times of peak demand so the capacity and the cost of heating systems (boilers/solar/hot

• Standard solar water heating can provide hot water at the lowest operational cost but will need supplementary heating during sunless hours.

water heat pump, gas, etc.) can be reduced. A well-insulated hot HWC and good practices of insulating the distribution pipework will save energy as a significant amount of heat can be lost from uninsulated pipework. The location of storage cylinders should be optimised to reduce the length of pipe flow to point of use. We strongly recommend that cylinders are located in a plant room rather than outside, but if that is the only option then the cylinder insulation should be increased to reduce heat losses.

• Continuous flow gas and diesel boilers can generate high volumes of hot water using fossil fuel but will produce CO2 emissions.

Consideration should be given to ease of maintenance of cylinders so they can be drained as well as quick access to elements and thermostats. Trays are essential to capture potential leaks from pipework fittings and are a requirement under building codes.

• Co-generation systems can generate both hot water and electricity.

Call: +64 3 389 9500 Email: sales@superheat.nz Web: superheat.co.nz

superheat

Commercial Water Heating Call: +64 3 389 9500 Email: sales@superheat.nz Web: superheat.co.nz www.accomnews.co.nz

ENERGY & RESOURCES

AccomNews - Spring 2019

How to get more sustainable hot water

and save some money to boot OkoFEN wood pellet boiler. Image Supplied.

Currently there is a lot of talk of an impending global environmental crisis, the need to reduce greenhouse gas emissions and the continually rising cost of energy. There are bold, wide-reaching global and national targets being promoted, such as Zero Carbon NZ 2050. These huge ideas and concerns can be difficult to translate into our daily experiences and business priorities. We are seeing big business start to make sustainability commitments and to take action with the Climate Leaders Coalition. This Coalition includes some big tourism operators, such as Ngai Tahu Tourism and Auckland Airport.

AccomNews - Spring 2019

and a significant operating cost for all accommodation providers. This aspect is conveniently often the biggest environmental impact under the direct control of operators, giving the best chance of making significant sustainability improvements whilst also reducing operating expenses.

Marcus Baker Managing Director,

Apricus Eco Energy NZ

Start with questions about your site to inform which renewable technology will fit your specific circumstances:

Where does this leave the vast majority of tourism operators and accommodation providers that are so busy with the day to day? They maybe donâ&#x20AC;&#x2122;t have the same level of resources or time available as the bigger players but still want to do their bit. And it would be nice to save a bit on operating costs at the same time.

Make a list of all locations where hot water is being produced. Does every room have a hot water cylinder or is there a central plant room? Or a combination of both across the site?

Is there a centralised space heating system? E.g. boiler and radiators.

Letâ&#x20AC;&#x2122;s focus on the practical, sustainable options for delivering domestic hot water (showers, laundry, dishwashing, etc) - often the biggest energy consumer

If a centralised plant situation, what is the orientation and roof area available near the plant room?

ENERGY & RESOURCES

Will this be a new building project, renovation or retrofit to existing building/s?

Are there any other issues that can be addressed at the same time? Poor flow out of shower heads, people running out of hot water, leaking taps?

How seasonal is the operation and when are the peaks in occupancy?

Are there any location specific considerations to be accounted for? Remoteness, occasional seasonal isolation due to weather, etc?

How much work associated with the hot water system are you prepared to do to reduce capital expenditure on automation? Weekly, monthly, annually, never?

Do you have natural gas to the site? P48 www.accomnews.co.nz

Solar heated water for Lakeview Holiday Park, Wanaka By Marcus Baker, Managing Director, Apricus Eco Energy NZ

system features nineteen Apricus ET30 evacuated tube collectors and three custom-made Sigma Triumph stainless steel hot water cylinders, holding 1,700 litres each.

Lakeview Holiday Park is a busy accommodation provider in Wanaka, Central Otago. During the peak summer season, up to 700 people stay per night in tents, campervans and cabins. Aggi & Rudi Sanders, the holiday park lessees, have undertaken significant upgrades to the park in recent years. In 2016, the Sanders committed to an environmentally sustainable and highly efficient new facilities block to replace the existing building that was well past its prime. “It was just breeze blocks, corrugated iron as a roof and some openings still just had chicken wire for windows”, says Aggi.

The solar heating system reduces gas use by up to 50 percent and delivers 38kW peak output from just 84m² of roof area.

Apricus solar collectors at Lakeview Holiday Park, Wanaka. Image Supplied.

The new building was specified with high levels of insulation, underfloor heating and a very sustainable hot water system to reduce the environmental impact and running costs. The highest energy cost for the holiday park, as with most accommodation providers, was in providing hot water for the thousands of visitors every year. The building has a kitchen, dining and lounge area, plus

four large bathrooms. These provide showers for up to 700 people, using 12,000 litres of hot water per day in mid-summer. The bathrooms are open yearround, with two bathrooms closed during the off-season. Aggi & Rudi contracted Apricus NZ and May Plumbing to design a high performance, environmentally sustainable and affordable water heating system. To meet the high hot water demand, the

In the climatic extremes of Central Otago the system includes fail-safe frost protection measures and ends concerns over excess temperatures. The result? “It’s great. I had my first gas bill to compare with the previous year and it almost went down half and we were a lot busier this year than last year,” says Aggi. Annual savings should hit $6,370 for the Sanders. In energy terms this saves 45,500 kWh or 1,539 litres of LPG and 10 tonnes of CO2 every year they are in the building.

THE APRICUS DIFFERENCE Hot water & central heating solutions using the highest performance, reliable, environmentally friendly technology. Individually tailored approach makes your journey to sustainability easy: Bespoke system design & performance modeling ROI & payback analysis Materials supply & project management Network of experienced local installers Wood pellet boilers Solar hot water systems CO2 hot water heat pumps Smart controls & online monitoring

E: info@ecohotwater.co.nz T: 07 312 3382 www.ecohotwater.co.nz www.accomnews.co.nz

ENERGY & RESOURCES

AccomNews - Spring 2019

Get in touch with a sustainable hot water expert: There are a range of sustainable technologies that meet every budget and design of accommodation. The keys to success are reliable performance modelling, complete system design and guaranteed product operation. Insist on these from any professional proposing a hot water scheme for your business.

What sustainable water heating options are available: Water efficient showerheads and taps - do a quick flow check on your showers, there could be massive savings for a tiny investment in flow restrictors. A pleasant and efficient shower should be around 9 litres / minute. Taps can run at 6-7 litres / minute. Turn the tap or shower mixer on full (warm) and run the water into a bucket for 15 seconds. Measure how much water you have in your bucket, then multiply this figure by four to get your flow rate per minute. Electric hot water cylinders the standard electric hot water cylinder is a pretty sustainable option in NZ because of our

AccomNews - Spring 2019

Let’s focus on the practical, sustainable options for delivering domestic hot water - often the biggest energy consumer and a significant operating cost for all accommodation providers

high renewable electricity generation. Get a 100 renewable electricity tariff for your power and it’s even better. High running costs let this option down, with power prices that are continually increasing. Capital costs are low and it’s a much better environmental option than instantaneous gas water heaters. Wood pellet boilers - provide 100 percent renewable energy for hot water and be combined with central heating. Containerised systems can be delivered ready to operate, simply requiring site water connections and power. Pellet fuel producers in both islands offer flexible delivery options and longterm pricing contracts. High quality pellet boilers can be highly automated,

only requiring monthly ash emptying and annual servicing. A very well used renewable technology in other countries, especially European. Solar hot water - generally cuts running costs and environmental impact by 50 - 60 percent. Should be very simple operation and minimal / no intervention for 10 - 15 years. Additional water heating required from electricity, gas or wood pellets. Only suitable for centralised hot water systems, not usually individual cylinders in commercial context. Quality can vary in market - seek references and assurances of performance. Hot water heat pumps generally cuts running costs and environmental impact by 50 - 60 percent. Heat pumps

ENERGY & RESOURCES

can often replace multiple cylinders in spread out locations, with one heat pump potentially replacing more than one electric hot water cylinder in each location. Can also be done with a centralised plant room and potentially combined with underfloor central heating. Appropriate sizing of compressor and cylinder for efficient running and to ensure that people don’t run out of hot water is essential. System life span can be shorter than for pellet boilers or solar hot water systems. Quality can vary in market - seek references and assurances of performance. Wood chip or log boilers - can provide 100 percent renewable energy for hot water and can be combined with central heating. Chips or logs could be sourced from the same property, hugely reducing running costs and providing a high degree of energy independence. Require more space and manual intervention for fuel and boiler running than wood pellets. Marcus Baker has been involved in sustainable hot water systems for the last decade. He designs and supplies complete hot water systems using solar, heat pumps and pellet boilers for residential and commercial projects at all scales, through-out New Zealand.

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Steaming ahead:

Why saunas are hot right now By Kate Jackson, Editor

When on holiday, Kiwis try to escape the frantic scramble of everyday life and reset the balance through wellness, relaxation and just a little bit of spoiling. Nothing embraces all three quite as neatly as saunas and steam rooms - a luxury few people get to indulge in regularly but which they know will do them good. The art of stillness is a hard one to perfect in daily life, but when sitting in a steam room, concentrating on the hot air passing into and out of your lungs, the world outside those wooden walls seems to disappear. Besides the relaxation benefits, heat bathing has been used a treatment of numerous ailments for millennia. Hippocrates, the ‘father of medicine’, is said to have observed: “Give me fever and I can cure every disease.”

Health benefits Exposure to both dry and wet heat is thought to aid detoxification and weight loss as well as promoting relaxation. Some claim the heat exposure helps to strengthen the immune system by stimulating the production of white blood cells. A steam room differs from a traditional sauna by stressing humidity over temperature.

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It uses water flashed to steam, typically done through splashing water on heated rocks, resulting in high humidity. The humidity of a steam room is said to have a positive effect on a number of chronic conditions, including acne and sinus congestion, allergies and asthma. The steam is also said to improve skin health and circulation, while people with muscle conditions or chronic pain have experienced temporary relief from symptoms through steam exposure. Because humid air transfers heat more readily, and because perspiration doesn’t evaporate as quickly in such conditions, a steam room can feel hotter than its actual air temperature. A dry sauna will use higher temperatures at a significantly lower humidity level. Both allow guests to sweat out impurities and wallow in a pleasantly hot, tranquil environment. Which they choose to employ simply comes down to personal preference.

Infrared or traditional? Saunas can be divided into two main types, far-infrared rooms and traditional saunas. Far-infrared saunas tends to create close to normal home humidity level and this cannot be adjusted, whereas traditional saunas sit at a lower initial humidity level but that humidity can be varied by adding

water to rocks. The temperature for a traditional sauna typically ranges between 150 and 185 degrees Farenheit, whereas for a far-infrared sauna it’s usually set far lower at between 120 - 140 degrees Fahrenheit. Profuse sweating is the end result in both, but the method of heating the body is different.

Hot bods In a traditional sauna, perspiration is achieved when the bather enters a heated room. The inner walls are warm, the air temperature has achieved a set temperature and the rocks are super-heated. The process for heating the room usually involves an electric heater that warms a compartment of stones, which then radiate the heat throughout the room. When a high temperature is achieved, the elements turn on and off to maintain that temperature. In a far-infrared sauna, the heat waves penetrate the body and heat it up, raising the core temperature. Emitters are believed to create energy which is close to the wavelength of that emitted naturally by the body, so the energy is well received and deeply penetrates the skin to warm the muscles and joints.

Warm up One of the drawbacks of a traditional sauna is heat-up time, around 30-40 minutes for a well-constructed sauna to properly pre-heat the rocks from

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cold. Far-Infrared rooms can be used immediately, since infrared energy is being emitted by the heaters from the get-go, although some users prefer to bathe once the higher temperatures kick in after some 15 minutes. The length of recommended use for each room is approximately the same (10-15 minutes per session), but due to the lower air temperatures and the ability to feel the effects of infrared heat faster than a traditional sauna, it’s not uncommon for a person to spend 20-30 minutes inside.

Is big beautiful? Traditional saunas/steam rooms tend to be bigger than their infrared rivals, making them a popular option for accom and better for groups to sit and socialise. But if its personal, intimate and bespoke you’re after, perhaps incorporating some colour therapy or soothing music, infrared saunas are in the mix as a possibly more energy efficient option. Of course, costs will vary depending on circumstance, and those looking to buy should get professional advice. Whichever an accom operator opts for, they’re likely to experience a more blissed out guest on check out. The relaxing elements of a sauna session, combined with a body’s efforts to lower the internal temperature, are said to promote a great night’s sleep.

AccomNews - Spring 2019

How bedding can leave a dreamy impression

By Kate Jackson, Editor

‘Bespoke’ is a word which has come to define New Zealand’s newest luxury accommodation. That tailor-made approach to meeting guest expectations means properties are looking to fit their surrounds and stories as comfortably as a Jermyn Street suit. A hotel or motel’s values, heritage and sense of place can all be established through décor which speaks to a guest of something different and special. Latest style trends inevitably reflect that breadth of influence – but we’ll at least try to (designer) label a few. Rural getaways, for example, might look to say ‘country farmhouse’ by combining soft and natural bedding tones with metal bed frames, distressed wood and rustic accessories.

AccomNews - Spring 2019

Toppers can regulate bed temperature, promote airflow and provide hypoallergenic, antimicrobial and dust mite-resistant padding... Mountain and lake environs, on the other hand, could inspire ‘Scandinavian’-style clean and casual lines with an emphasis on white covers with textural accessories. Chic urban boutiques could sway towards ‘mid-century modern’ with its long, lean furniture, pops of bright colour and geometrics.

Linen and accessories

Then there’s ‘industrial’ with its concrete floors and exposed elements, the unapologetic decadence of ‘Hollywood regency’, ‘vintage’ which never goes out of style, and the part design, part philosophy that is ‘minimalism’ - sometimes encompassing calming Asian-inspired bamboos and soft palettes.

While white triple sheeting still dominates in almost every hotel room, quality high-thread Egyptian cotton is increasingly being challenged by bamboo, a fibre which creates equivalent softness but is more sustainable, affordable and durable. Accessory fabrics, textures and colours are becoming increasingly

While all of these disparate styles are on trend in 2019, their approach to luxe bedding is surprisingly similar. The key is going au naturel. Earth tones and all-natural fibres combine in soft , breathable sheets and plush blankets to make guests feel soothed.

HOUSEKEEPING

important in establishing a property’s brand credentials, with organics growing in popularity as guests reject the idea, for example, of bedding treated by toxic chemicals such as fire retardants. Yes, colour and individuality are in, but any vibrant hues and patterned accoutrements must work with warm, earthy bedding neutrals and accessories bringing textures of jute, canvas, wool and hemp into the boudoir. Natural, sustainable and ethical are top of the (soft) pile when it comes to guest bedding wants, with time-honoured materials in colours reflecting all things elemental and pure tapping into the wellness cravings of the modern traveller. www.accomnews.co.nz

Velvet is 2019’s top trendy fabric according to Onya Magazine and is found in throws, runners pillow shams and bed skirts. Paired with the equally trendy sage green, as it is at Brisbane’s The Fantauzzo, it creates a restful and intimate bedroom space. Chunky knitted throws and pillows, again harking back to more wholesome and simple times, are also very du jour.

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

Mattresses A comfortable bed is the

starting point for any accommodation provider and should be the number one focus for hoteliers and moteliers when it comes to room design. One of the keys to a good mattress is the number of coils it contains. A typical mattress might contain 250 to 1,000 coils; a top-quality one will contain between 1200 and 4,900. Quality mattresses boast pocketed coils, with each coil contained in its own fabric ‘envelope’ able to move independently instead of being tugged up and down by its neighbour. That means if your partner tosses and turns, it’s not going to keep you awake. A top-quality spring system offers superior support through 200mm-high springs and stronger coil wire, with individual manufacturers patenting coil structures which cover more surface area and provide greater support across the entire mattress. A good mattress should support the hip region and help to maintain optimal spinal alignment. Heat management fabric, designed to react to changes in your body temperature, is another feature of a quality

mattress. It helps to keep sleepers at the optimum temperature, working independently across the bed reacting to the different body temperatures of each individual to ensure a more comfortable sleep. Multiple layers of components made from high loft fibre with super-fine foam structure offer maximum breathability, durability and comfort, enhancing the mattress’ pressure-relieving properties as it contours to the body.

Pillows While most hotel pillows are generally polyester rather than down-filled these days, the upside is that they boast odour & allergy-free fill beneath their 100 percent cotton covers. Good pillows must be supportive, yet soft enough to cosy into, with the best including a double gusset design allowing for optimal spread of their filling. Pillow menus are increasingly found among all tiers of accommodation, from luxury to budget, because of the value society places on a good night’s sleep. For those looking to stock a general one-sizefits-all solution, medium to firm and standard-sized works for those with no specific position

when sleeping, so is probably the best option. It is, though, vital to have hypo-allergenic and anti-allergy pillows onsite if you usually employ goose and feather down options. There are numerous ways to stuff a pillow, but here’s a quick guide to the most common used in accommodation: Feather and down - Soft and fluff y, but yield easily so don’t offer strong neck or back support. These are at the most expensive end of the commercial pillow market. Hypoallergenic and anti-allergy - Made from synthetics such as polyester or latex, or natural fibres such as wool, they contain anti-bacterial and naturally dust mite resistant fill. Antiallergy pillows are additionally treated to deter dust mites. Buckwheat - Made from the husks of buckwheat seeds, these offer strong support and are increasing in popularity because they’re eco-friendly, although the husks tend to rustle when moved. Memory foam - Ideal for back sleepers, providing ultimate support through their ability to contour to neck and head, but an acquired taste for others.

AccomNews - Spring 2019

HOUSEKEEPING

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Exclusive

Nation’s top executive housekeeper spills the tea By Mandy Clarke, Industry Reporter

AccomNews caught up with Nicolas Souto, the 2019 winner of the TIA, Executive Housekeeper of the Year Award, sponsored by Vendella. Nicolas, from Millbrook Resort in Queenstown, was the recipient of this prestigious award at the recent New Zealand Hotel Industry Awards. For 12 years this conference and awards event has recognised the most talented individuals in the business; those who deliver incredible guest experiences. Nicolas stood out among the 39 finalists from hotels throughout New Zealand attending the awards, held at the Cordis hotel in Auckland in June, where 13 winners were selected.

Nicolas Souto

changed the way I view work on daily basis, as sometimes we can lose perception of how good or bad we perform.” Brian Howie, director of operations at Millbrook Resort stated: “All of Millbrook Resort’s talented finalists have made a significant contribution to the resort. Nicolas manages and mentors both of our housekeeping and laundry teams, he is responsible for the housekeeping satisfaction of each hotel guest and manages regular cleaning jobs for many of Millbrook’s permanent residents. Nicolas brings a wealth of hotel knowledge and an excellent understanding of daily operations with the ability to view challenges from multiple departments’ perspectives resulting in quick problem-solving, making him a fantastic asset to our business.”

His employer, Queenstown’s luxury accommodation provider, Millbrook Resort, was proud to have a total of four employees nominated, with Nicolas being one of their winners on the night.

With his positive attitude and loyal nature Nicolas constantly demonstrates a remarkable commitment to this industry and guests love his friendly personality, aptitude for problem solving and his ability to anticipate their needs.

Nicolas said: “It was a pleasure to be nominated and winning the award made me feel very humbled. It has probably

Born in Buenos Aires, Argentina, Nicolas made New Zealand his home over six years ago and his daughter was born here.

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AccomNews - Spring 2019

HOUSEKEEPING

0800 DILMAH

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Nicolas Souto recieving the 2019 The TIA, Executive Housekeeper of the Year Award,

He told us: “After my studies, I worked at the InterContinental Buenos Aires as a night porter but due to a big socialeconomic crisis in Argentina, I decided to look for different horizons. I went to Dominican Republic for what was supposed to be three months, but it became a two-year chapter in my personal and professional life and an amazing experience.”

Nell Hotel in Aspen, Colorado. It was an opportunity to work in other departments to expand my knowledge and I did as many hours as I could because I wanted to learn as much

as possible and get as much experience across all areas. “In 2008 I arrived in NZ for first time holding a working holiday visa and I travelled around this beautiful country, ending

“I moved back to Argentina where I worked for over a year as housekeeping supervisor at the Emperador Hotel in Buenos Aires and I learned about the other face of the hotel operation and developed an eye for detail and the ‘arts of housekeeping’. “However, with the ‘travel bug’ still inside me I moved again, to work at the renowned The Little

Millbrook Resort in Queenstown

in Queenstown where I got a job as concierge at Sofitel Queenstown. I returned to Argentina for four years where I worked in the family business as commercial property manager but once again left the city life and came back to Queenstown with my partner. I returned to the Sofitel Queenstown as concierge and was promoted to guest experience manager. “Then Millbrook Resort opened its doors to me, where I was employed as a front office manager but always looking for a different challenge outside my comfort zone, I accepted the role of property manager working with housekeeping. So, here I am now, and so far it’s been a very interesting journey.”

Proud sponsors of, NZHIC Housekeeper of the year. Congratulations Nicolas,

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HOUSEKEEPING

AccomNews - Spring 2019

testament to the work done behind the scenes. Also, our location is unrivalled. If you are looking for a place to stay, relax and recharge near Queenstown, Millbrook is the perfect spot.”

Why housekeeping, and what inspires you? “I really enjoy solving problems/ challenges and hard work - the harder the challenge, the more I am inspired. At Millbrook the logistics of covering 650 acres puts me to the test on daily basis making sure that I keep learning and trying to be better, every day.

Do you have anything to say about the industry in general?

What has been your biggest achievement so far? “In my current role, it’s finding stability within our team by creating an amazing and healthy work environment. This role helped me develop as a manager and keeps me looking for new ideas and ways to reach goals.”

What are your views on leadership? “In my view, a leader is the person most capable of getting the best from people. Leaders inspire respect by leading by example, showing that there are no ‘bad days’ and sometimes pushing boundaries to take people out of the comfort zone.”

Do you have any tips about doing your job well? “I’m still learning! Be honest to others and yourself, work hard, and don’t look for shortcuts, be positive and fair, have empathy for others and do not lose your sense of humour.”

What do you enjoy most and what makes your job easier? “I have to confess that it took me a lot of time to trust the concept of ‘trying to be better every day is better than try to be the best’. In my humble opinion,

I’ve applied this concept to both my personal and professional life and I’ve noticed some really positive results. I enjoy looking for ways to be better every day, no matter what life throws at me.”

What does your accommodation do best? “I believe our staff engagement with guests. It’s real. When you read the reviews about Millbrook, a great number of them highlight how friendly our staff were during their stay. A positive work environment shines and our team is a true

Vendella values housekeepers Vendella recognises the importance of building strong relationships with housekeepers, and so it was a natural decision for this industry supplier of quality bedding and in-room items to support and sponsor the NZHIC Housekeeper of the Year award. For over ten years Vendella has been sourcing, customising and delivering quality industry products and is considered an expert in large scale fit outs and day to day servicing. When innovating products, Vendella not only consider guest comfort to be a priority but also housekeeping efficiencies, costs, plus social and ethical industry policies.

AccomNews - Spring 2019

Michael Boakes, Vendella sales team leader said: “For us to be able to deliver the absolute best value to our customers it is critical that we have really strong relationships with our housekeepers and we’re always refining our systems to make the ordering and delivery process as easy as possible, because we know how busy they are. This award was an ideal and important opportunity to pause and recognise our housekeepers’ talents and show our genuine gratitude for those important relationships.”

“It’s interesting to see how our industry has been transforming over the last 20 years. Despite technology changing all aspects of our lives, I believe that travellers are still looking to make their holidays/trips special, looking for new experiences and to engage more with staff and/or locals. It seems that every single company is highlighting what unique experiences they can create for their customers and/or guests.” Finally Nicolas added: “If I remember correctly, a good service was once measured by how long the check-in lasted and how long it took to deliver a message or room service but now is about how special we can make our guests feel during their stay.”

Delicious Dilmah For Dilmah, one of the most important ways to enjoy a good cup of tea is when you have the time to relax and enjoy the moment and Millbrook is the ideal place to stop and take your time The in-room tea experience is too often overlooked and undervalued, but Millbrook have always put an emphasis on providing their guests with quality. Tea is a little luxury and it’s sometimes the little details of your stay that count.

HOUSEKEEPING

Dilmah tea is packed fresh in airtight outer packaging direct from the origin where it’s grown and presented in luxury bags which allow the larger grade of leaf room to infuse all its taste and goodness. The Dilmah Exceptional teabags are made from plastic-free materials derived from maize starch into natural fibres and Dilmah are now in the process of moving all airtight outer packaging toward plastic free alternatives as well. No longer do quality and freshness need to compromise the environment too.

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Protecting

By Kate Jackson, Editor

All entrances, including those to pool areas, fitness centres, executive areas, parking lots and employee areas, can be controlled and managed when integrated with the electronic access control system.

Most check-ins will give little thought to security as they breeze through reception and head for the pool deck. But if there are no measures in place to protect their wagon in the car park or their littlies in the splash park, undesirables will find it very much easier to spoil their day.

Perimeter security is one of the more important parts of securing a property, and effective monitoring means guests in your care can relax in knowledge that they are being as well looked after by CCTV and boom gates as they are by the bar tender.

Dick Hudak, managing partner at Resort Security Consulting Inc, told Hotel Business: “Common threats to properties are nonregistered people wandering the facility, which is a safety concern and a major liability, especially in a swimming pool area, for example.

Big brother surveillance

“This also results in the usage of amenities, which can impact revenue, trigger crowding and commotion, and negatively impact the sense of exclusiveness, security and privacy that customer is seeking at a hotel or resort.”

There are several ways properties can monitor who’s coming in and out. These include biometric and number plate recognition systems, analysing camera data from CCTV and using on-site personnel to recognise people. As one industry insider put it: “Guests like to be recognised, staff members like to be recognised - bad guys don’t like to be recognised.” At the same time, accom’s monitoring systems demand a much more low-key sensibility than, say, a military establishment or even a nightclub. Understanding the facilities’ needs and applying that knowledge to perimeter access control is key, with security experts recommending a dedicated electronic access control administrator for each property. www.accomnews.co.nz

Border protection Establishing a perimeter isn’t always easy but defining where your property’s line begins is essential to securing its grounds. Using the built environment can help, as can walls, hedges, bollards and lighting, but fencing is the most common boundary definer. While it’s important for your property to be welcoming and aesthetically appealing, fencing must do the job of discouraging misuse, preventing theft, and maintaining safety. Expert advice is recommended on a caseby-case basis to ensure the best option for any location.

Similarly, boom gates should not be reminiscent of the entrance to Long Bay but still provide an adequate level of protection for those onsite. Licence plate recognition is gaining in popularity, a camera snapping a car’s license plate and software then converting the image to text alongside the recorded date and time of entry. On exit, another camera recognises the number plate and the system validates the vehicle’s payment status. This pay-by-plate method allows for various payment methods, including pay stations, pay wave, credit card, reception validation, mobile app or as part of accommodation billing. Latest boom gates have a function which prevents tailgating by instantly lowering the pole to half-way. The gate will not open until the second vehicle’s driver has taken a ticket or presented an access card.

Electronic locks Electronic locks provide tailored access to perimeter and guestroom locks, with latest versions better engineered to prevent tampering or hacking.

SAFETY & SECURITY

Access control management software can configure electronic locks to access specific areas at set hours of the day on particular days of the week. And wireless solutions allow commands to be sent remotely to the locks in situations such as guest lockout or lost key cancellation. An increased focus on lift access in recent years has also seen properties up their game by securing floors with electronic keys. Valid key cards are generally required to call the lift or select specific floors the key is associated with, and in some cases the process is entirely automated after lift entry.

In the wee small hours The latest technology solutions enable 24-hour check-in without requiring input from bleary-eyed staff. Automated check-in kiosks, key safes, keyless lock systems and turnstiles all allow guests secure access at any time of the day or night through user-friendly automated control systems. Intercom systems, meanwhile, can prove a valuable addition to the safety of staff working alone or at night, providing integrated solutions for autodoor and lift control. They allow the identification of difficult or aggressive patrons before entry to the premises, while cordless handsets mean staff can always be contactable, wherever they are in the building. AccomNews - Spring 2019

By Kate Jackson, Editor

Aotearoa’s ‘revolving door’ issue means our hospitality industry is forever in flux. Our high staff turnover contributes to a gaping skills gap a growing reliance on transitional workers. How to attract and retain Kiwi workers is a key concern for national bodies Tourism

Industry Aotearoa and Hospitality New Zealand - both focused on ways to stick a wedge under that revolving door. Supporting people to develop skills is vital when looking to inspire their longevity. In an industry associated with unsociable hours, modest starting salaries and demanding shifts, a lack of progression opportunity will prompt quality employees to rapidly check out.

Every business should take seriously its role in for staff development - whether breaking in a teenage egg chef or upskilling a middle-aged general manager - because high staff turnover equals poorer business performance.

Helping hands Staff development can take a range of different forms, from long-term certificated courses and degrees to inexpensive or free self-help options.

One of the simplest forms of staff development is simply encouraging employees to empower themselves. They can do this by, for example, regularly checking business news, subscribing to industry publications (we know a good one) or attending trade shows to develop knowledge and a professional network. Employees might not always put up their hand to be challenged, but most will appreciate being encouraged to step outside their comfort zone - even if just to find a more techy way to complete a task. An observant and accessible boss will engender loyalty, so when an employee does choose to leave, the chances of them giving that boss extended time to find a worthy replacement are far greater.

Tertiary qualifications

AccomNews - Spring 2019

HUMAN RESOURCES

For those seeking educationbased upskilling, the New Zealand tertiary sector covers private training establishments, institutes of technology and polytechnics, wānanga (Māori-based learning centres), universities and workplace training. www.accomnews.co.nz

These offer a range of courses, often in flexible ways to meet the needs of adult learners, with qualifications approved by The New Zealand Qualifications Authority and for universities by the Committee on University Academic Programmes. Training can be completed as part of an in-service trade hospitality apprenticeship, generally under the scrutiny of ServiceIQ - the service industry specialist among Aotearoa’s 30-plus Industry Training Organisations. Or it can be delivered through independent training providers offering a range of certificated courses running from 16 weeks to three years - and covering everything from a Level 2 Tourism and Hospitality introduction to a Level 7 Bachelor of International Tourism and Hotel Management. Universities offer undergraduate, postgraduate, diploma and masters courses which again provide opportunities for upskilling of

which are mandatory under the Sale and Supply of Alcohol Act (2012) for managers of a licensed premise.

Employees might not always put up their hand to be challenged, but most will appreciate being encouraged to step outside their comfort zone

Baristas are becoming increasingly sought-after members of any service team. Options for training range from one-day courses teaching applicants their way around an espresso machine through to two-week qualifications for those looking to master their latte art.

mature employees as well as qualifications for newcomers.

through a range of full, parttime and online study options.

The three-year Bachelor of International Hospitality Management is one of the most popular and widely respected industry qualifications, but alternatives range from the top-of-thetree Master of Gastronomy to a six-week Introduction to Event Management.

Short courses

Most university hospitality courses also encompass a strong workplace component. Adult learners are catered for

A number of private training providers and universities across NZ offer short courses priced from $130 for those looking to arm staff or themselves with new skills or required safety qualifications. Those courses include single day safety training courses for food handlers - a compulsory training requirement under the 2014 Food Act - and Licence Controller Qualifications

Online support As the hospitality industry looks to push the benefits of in-house hospitality training to a new generation, online resources are becoming increasingly prevalent. One of the best, Go with Tourism is an industrydesigned digital platform putting tourism employers directly in contact with potential employees. It has just won a $5.2 million government grant to expand nationally and has the backing of more than 100 major hospitality employers, including Auckland’s SkyCity.

CAN'T FIND GOOD STAFF?

Hospitality ideals: the benefits of upskilling

I gained a deeper understanding of the hotel industry based on theories I learned at AIS - Hannah Lee, Swiss Belsuites Victoria Park

Approximately 130,000 people work in the hospitality sector, a number that’s growing every year, but the Restaurant Association reports a lack of skilled staff remains the industry’s biggest challenge. Taking a course at Auckland Institute of Studies (AIS) is a productive and useful way of ensuring your staff continue to grow and upskill, without having to stop work. Individual courses are available in many areas, including

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Accommodation Management and Accounting For Hospitality. Upskilling at AIS mitigates the problem of ‘revolving door’ staffing, where staff feel stuck or unmotivated due to lack of skills, and move on quickly, leaving employers facing people shortages and increased recruitment costs. A recent American survey showed that businesses who choose to upskill their workforce via in-house scholarships have in some cases improved staff retention by up to 90 per cent *. Visit https://ais.ac.nz/hospitalitymanagement for information on AIS programmes and courses.

CREATE THEM With increasing reports of a shortage in skilled hospitality staff, there is no better time to upskill. If you or your staff can’t commit to the length of a full degree, you can gain knowledge in a specialised topic. With courses like Gastronomic Tourism, International Food and Beverage, or Accommodation Management, you can choose the skills relevant to your business. Our programmes and courses are NZQA-approved and all level 3-4 courses use ServiceIQ-developed unit standards.

Talk to us about how our CoP courses can help your business Campuses in Mt Albert with live training café | Scholarships available Freephone: 0800 STUDY AIS (0800 788 392) | Email: enquiry@ais.ac.nz

* Source: www.cthawards.com

HUMAN RESOURCES

www.AIS.ac.nz AccomNews - Spring 2019

How to control your spending on staff

By David Lund, Founder, The Hotel Financial Coach

In our business it is no secret that labour is our single biggest expense. What is a secret is how most hotels manage their largest cost. In this piece I am going to talk about creating and using a staffing formula for all scheduled positions. In addition, I will talk about the best practices as it relates to having and using staffing guides. First of all, let’s define what a staffing guide is and what constitutes a staffing formula. The two are separate but also come together when used properly. Allow me to explain.

Staffing guide The guide is a document that is prepared at least annually, and it contains all the positions in the hotel, both fixed and variable. For the fixed, salaried positions it is a list by department and by position of all the “approved” non-scheduled, call it if you will “management” jobs as well as the scheduled, hourly positions.

AccomNews - Spring 2019

HOTEL – Summary of Head Count and Occupancy Departments F&B Restaurant Manager

Proposed Head Count 2019

Occ. 20% and below

Occ. 40% and below

Occ. 41 -60%

Occ. 61 -69%

Occ. 70 -80%

Occ. 81% and above

All Day Restaurant Supervisor

Captain

Waiter

Wine Waiter

Porter

Hostess

Waiter

Wine Waiter

Supervisor

0.5

Captain

0.5

Wine Bar

Waiter

0.5

Bar Back

0.5

Wine Waiter

0.5

Manager

Fine Dining 1

Supervisor

0.5

Captain

1.5

Waiter

1.5

Wine Waiter

HUMAN RESOURCES

www.accomnews.co.nz

The staffing guide serves two purposes. It allows owners and managers who supervise the hotel to see at a glance what the staffing levels are. It is most useful for budget reviews and strategic planning because it lays out the otherwise complicated and sometimes convoluted staffing plan. The second purpose it serves is to help department managers see and understand the staffing plan. With turnover this is a critical tool for continuity.

Staffing formula This is the abstract that comes with the staffing guide. It is the step-by-step plan for scheduling based on as many different business volume scenarios as needed to operate the hotel as efficiently as possible. Below is an over simplified chart that indicates the occupancy and the approved staffing at the various levels for the F&B service department. This is where the formula part kicks in. Using the daily forecast, we know what the projected occupancy is, and we plug it in and the spreadsheet generates the schedule. The formula needs to be created for each scheduled position in the hotel. This level of detail is what is required to efficiently manage the change in business volumes. The other beauty of the formula is the ability to challenge the formula. Maybe we should be using head count and www.accomnews.co.nz

not occupancy. Perhaps we observe the “delta” between 20 percent and 41 percent occupancy and see it means almost double the staff. We now have an opportunity to modify the formula. Maybe we can introduce shifts less than eight hours? Maybe we can introduce split shifts? The last part of the formula I will address is the ability we now have to establish our productivity, hours per room occupied or hours per customer cover served. This gives us even more data points to use to formulate our strategy. With the use of the staffing guide and the formula we have two constant challenges. First, we must ensure each department manager who does the schedule uses the formula and does not deviate unless the situation warrants an exception. Perhaps we have a VIP function or a high-end group that needs special attention. With the formula we can see what can be adjusted and rather than hoping our team gets it right we can review the modifications and approve the staffing adjustment. Constant review is the necessary process. Second, the schedule cannot be set and not closely monitored for changes in volume. In our business, depending upon the location, as much as 65 percent of the business happens in

the month for the month. That means managers are preparing schedules based on anticipated pick-up, arrival and departures. One thing is for sure, if you set it and forget it you are missing the opportunity to really drive performance. Best practices here are teaching the managers to review the latest day-by-day forecast every day and show them how to circle back at the end of the scheduling period to analyse real productivity vs. scheduled productivity. All of this might seem like a lot to ask or expect of your staff but in reality it is what you need to do to ensure your largest expenses is being properly managed. To sum things up here is your staffing guide and formula checklist: 1.

Have an approved staffing guide and formula.

Ensure each manager has the same guide and they understand it, especially new managers and supervisors.

Track productivity on the proposed schedule and the actual result. Make daily productivity

reporting in the department log or passon book a standard. 5.

Review the results by department for the past week and next week’s projections at the weekly department managers’ meeting.

Make this kind of formulated structure part of your hotel’s culture. If you do not, the opposite – nonchalant – version will take over.

Use the guides and the formula to continually innovate around your staffing structure. Combine positions, look at peaks and valleys. Always be fascinated with how you can improve.

The idea that you can set it and forget it is the very last thing you want to do with your scheduling and staffing formula. Leave it to an administrativelevel position to manage and it is not going to get the level of attention it deserves. Fifty percent of your revenues is not something to leave up to someone else.

David Lund is founder of www.hotelfinancialcoach.com, which helps hotel leaders world-wide with financial leadership coaching and workshops.

HUMAN RESOURCES

AccomNews - Spring 2019

Vending machines are not what they used to be…

By Kate Jackson, Editor

There was a time when putting coins in a vending machine was exciting. Whether it dispensed your chosen snack, something else, or nothing at all, depended on the whim of the curly tongs and the mood of the selection buttons. Now, vending machines are not only boringly reliable but generally come with touchscreen controls for easy interactions with users - many of whom use paywave to buy their wares. They may fail to deliver the same edgy anticipation, but they can dispense an almost infinite variety of products. Andrew Smith, national key account manager for vending with Coca-Cola Amatil NZ, says: “As consumers tastes have evolved, the need to cater to these within vending has grown. Vending is no longer a case of the ‘dollar can machine’. Modern beverage machines can accommodate a huge range of products in different sizes, shapes and pack types.

AccomNews - Spring 2019

Vending is no longer a case of the ‘dollar can machine’. Modern beverage machines can accommodate a huge range of products in different sizes, shapes and pack types

“The ways to pay have also evolved with many machines now accepting credit/debit cards, Google Pay, Apple Pay and notes, with many Coke vending machines now also accepting payment via QR code from your mobile.”

Fresh food vending

A machine in your lobby or courtyard capable of stocking washing powder and toothbrushes, or sandwiches and juices, might just prove the difference in guests choosing to stay with you.

Accom is seeing an explosion in the demand for wellness offerings and properties can tap into that trend by providing refrigerated food vending machines stocking fruit, sandwiches, wraps,

Just as importantly, they can become revenue generators, allowing accom owners to cash in on providing a useful service while saving money on staff meals and hours spent running a kiosk.

FOOD & BEVERAGE

salads and milk. For operators who don’t have a restaurant, providing breakfast and other food options - including meat pies and pastries - could be a real draw for check ins. And it allows access to real food at affordable prices at any time of the day or night.

Hot and cold While not quite Auckland barista standard, today’s new machines can be configured to produce up to 32 different quality hot drink options, including roast and ground coffee, leaf tea, hot chocolate, soup and milo. Refrigerated vending machines have been around for decades, but the latest machines can stock a combination of chilled and ambient product so operators with limited space can offer chips and lollies on the upper shelves and cold drinks lower down.

Revenue drivers When travelling, it’s easy to forget the little things that can make a big difference. Vending machines can work as mini corner shops, dispensing everything from office www.accomnews.co.nz

supplies and personal hygiene products to mints, deodorants, umbrellas and medical items. They can also be tailored to your market, so if many of your visitors are drivers, for example, a machine might be stocked with tools, car wash sponges, fragrance trees and tyre shine. One insider told AccomNews: “Property managers need to view vending as retailing; as a way of making money from maximising sales. “To do this, they need an optimum location in a high traffic location like the foyer, and good merchandising - the machine must look modern and clean, while products must stand out.”

Servicing staff Replacing staff canteens with vending machines that provide quality meals can save serious money. The machines can store fresh meals at around 3 degrees, to be available to staff 24/7, and can either contain a built-in microwave or the meal can be heated in microwaves www.accomnews.co.nz

elsewhere onsite. Meals can be fully subsidised or partly subsidised, and tokens or vouchers can be provided to staff to control usage.

Finance arrangements Property managers can enter into an operating lease for five years and at the end of that time, update for the newest model. Or they can buy the vending machine outright or enter into a finance lease to purchase it.

COME VEND WITH US

Andrew says terms of trade between accom operators and vending machine suppliers are established on a case-by-case basis at Coca-Cola Amatil. “But we can generally offer a percentage of revenue back to the site as commission in exchange for having our equipent on-site which is fully serviced & maintained” he said. “We are also open to supplying equipment on loan in areas where we might not service directly. This is called operator managed vending and the only requirement is for the site to order stock directly from us.” FOOD & BEVERAGE

A RANGE OF VENDING OPTIONS AVAILABLE TO SUIT YOUR SITE

CALL 0800 COCA COLA (0800 262 226) COKEVENDING.CO.NZ AccomNews - Spring 2019

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