AccomNews, New Zealand, Winter 2020 by Multimedia AU/NZ

AccomNews The essential industry guide

Issue 49 | Winter 2020 | NZD $16.50 incl GST | accomnews.co.nz

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

Inside our Winter Issue Front Desk Editor’s Note: A bubble would be nice

Industry Hospitality NZ Report:

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

From crisis to recovery – Staged recovery, future focused solutions and a single voice for the industry Hotel outlook for the remainder

SERVICE Gavin Bill, service@accomnews.co.nz

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

AccomNews - Winter 2020

B&B owner-operator becomes new association president

It’s not the big that eat the small – it’s the fast that eat the slow

– Stylish and sustainable

Why you need a powerhouse PMS

behind your masks

Marketing What are the positives of franchising?

Housekeeping

Smells like rain: how indoor air quality can be that refreshing

Best practice for hand washing and fast drying

Why cashless is king in the laundry

Refurbishment Biophilic design: Hotel trends in interesting times

Technology

Show business: Why good TV is gold

Could QR codes transform hospitality? 32

Safety & Security Leading the way on emergency lighting

What are the latest door lock developments?

Food & Beverage

Brooke, Sally Attfield and Julie White

Commercially funded supplier profile or supplier case study

B&B NZ Report:

How to show welcoming smiles

Brendon Granger, Vee Kessner, Donna

Supplier information or content

Sudima Christchurch City

CONTRIBUTORS

KEY

of 2020

Management

STAFF WRITER Rosie Clarke, Lucinda Dean and Kate Jackson

ADVERTISING Tim Svenson, t.svenson@accomnews.co.nz Dee Dawson, d.dawson@accomnews.co.nz

TIANZ Report:

EDITOR Mandy Clarke, editor@accomnews.co.nz

PRODUCTION Richard McGill, production@accomnews.co.nz

Why little luxuries mean so much

37 FRONT DESK

Guest Facilities Make your gym fit for purpose

Energy & Resources How outdoor heating can fire up winter profits

38 www.accomnews.co.nz

We have all been altered by the pandemic experience and any business related to tourism is changed.

we have all come to terms with the fact that it may not happen for many months. We know that we must remain protective of our borders and our health.

For us at Accom News, it has been an industry double-whammy, with surprise dissolutions of well-known publishers. Gratefully, our family publishing business remains strong and we thank our readers for their loyalty.

The truth is that what happens on one side of the ditch always resonates on the other, and Melbourne’s rapid return to strict Level 3 lockdown is an eye-opener. Critics of Prime Minister Jacinda Ardern’s, “We must go hard, and we must go early” stance should take note.

Mandy Clarke, Editor editor@accomnews.com.au

We had to say goodbye to our wonderful editor Kate, and while you have known me for many years, writing and publishing content for you in Accom News, I am now stepping into Kate’s editor shoes and I hope they fit as nicely.

south east coast, alongside penguins and Steam Punkers and I watched with awe how Kiwis, led by a decisive and proactive Government handled the crisis.

Oamaru, Aotearoa is my home for almost six months of the year; I spend the remaining months in Queensland, Australia. This gives me a unique perspective on both nations and an insight into the accom industry on both sides of the pond. I have been lucky to spend a cosy lockdown in beautiful Oamaru, on New Zealand’s

Australia, for the most part, also managed the crisis well and I hoped (along with many) for a ‘Tasman Bubble’ to open in July. It did not happen. Hope faded just as soon as a frightening second wave of COVID developed in Victoria and border restrictions were imposed once again. Although a bubble would be nice,

While I am keen to see the return of Aussie visitors on our shores, we must focus on developing an NZ-only bubble as one of the few lucky nations around the world that can try to return to a somewhat pre-COVID life. In Oamaru, instead of Asian and American tourists, we are seeing Kiwis wander around the historic harbour and taking selfies outside the exquisite Victorian buildings. They are booking out the regional restaurants, staying in local accom and buying from local boutiques.

I have chatted to visitors from Christchurch and Auckland who would normally be on a flight to the Gold Coast. They are shocked to discover such incredible towns and wonderful regions they did not know existed within their own backyard. My hope is that COVID-19 kickstarts a more sustainable tourism industry. That it forces us to strategically target a long-term domestic market. In an interesting article in online publication, The Conversation, Professor of Tourism James Higham from University of Otago New Zealand points out that we haven’t had a campaign to target local tourists since 1984. He also says that in 2019, “Kiwis spent nearly $5 billion travelling overseas”. It is as good a time as ever, perhaps, to build a more sustainable domestic tourism industry. Enjoy this issue! ■

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FRONT DESK

AccomNews - Winter 2020

EDITOR'S NOTE

A bubble would be nice

Staged recovery, future focused solutions and a single voice for the industry The accommodation sector alone hosted an annual 39 million guest nights (pre COVID-19) and helped to further promote travel and tourism, contributing 6% of GDP. The commercial accommodation sector makes up 37 percent of all guest nights in New Zealand. This is made up from the likes of hotels, motels, holiday parks, bed and breakfasts, boutique lodges and backpackers. Hotels alone account for over 11,000 rooms, generate $1 billion annually and employ over 10,000 people. Furthermore, motels make up the major part of tourist accommodation in smaller cities and regions. © treety – stock.adobe.com

HOSPITALITY NZ REPORT

From crisis to recovery

Every day, the accommodation sector makes dreams come true for guests, owners and the thousands of people whose jobs we support. We’re often an integral part of tourism and our sector shapes the fabric of communities up and down the country. We offer both vocational work and lifelong careers, with upward mobility and global opportunities. Prior to lockdown, a remarkable one in every eight people worked in tourism and hospitality. And, what’s more, it’s a very diverse sector incorporating restaurants, bars, cafes, the beverage industry, primary sectors, service industry, transport and construction. As we move out of the pandemic’s “panic and highly restrictive movement” phases, we’re now starting to operate within a new norm – specifically, our ability

AccomNews - Winter 2020

I believe there’s a clear and distinct need for a single unified voice that represents all of these unique perspectives, from the Beehive right through to Local Council chambers. There’s also a need for an entity that’s dedicated to engaging with Ministers, policy makers and regulators, by advocating on the issues that matter. These would include but are not limited to addressing the urgent need for regulating the ShortTerm Rental Accommodation, workforce needs and promoting best practices. Now is the time to look forward with quiet confidence, take the learnings from COVID-19 and ensure our industry, communities and key stakeholders can start to thrive again.

Julie White, Chief Operating Officer, Hospitality New Zealand

to move freely throughout the country and with all businesses now operating. We need to pause and take stock of the things we’ve learned during lockdown, coupled with the need to create one unified voice for the accommodation industry. Hospitality New Zealand has the largest accommodation membership of any industry based organisation in the country with more than 1,000 providers and is well placed to lead these integral discussions.

Three key areas that are critical to this positive recovery scenario will include:

Growing revenue Pivoting to discover ancillary revenue such as takeaway and delivery may now become a feature for operators with food and beverage outlets. Domestic leisure will be crucial, as will strong supplier partnerships.

Business transformation Reviewing organisational

INDUSTRY

structures, having the right, multiskilled people in the right roles, and demonstrating an ability to work both front and back of house are all going to be essential. Owners will be looking to maximise their assets through management agreements and exploring revenue generation opportunities such as reworking their physical spaces.

Productivity led initiates Information technology (IT) such as automation, e-commerce and contactless guest experiences will become more pervasive than ever and will help shape a successful and thriving sector. Winston Churchill famously remarked “never waste a ‘good’ crisis”, an insight that’s arguably more relevant now than ever. None of us could have foreseen or predicted the quantum of the pandemic, so it’s our collective responsibility to reset. I’m convinced the new norm will be found by greater collaboration and consolidation of a single, strong and influential voice and solutions that sit outside the traditional box of industry tricks. Against this backdrop of innovation, we must remain vigilant, however, because the threat of another outbreak is still very real. Evidence of this can be seen in the Melbourne, which sustained an overnight drop of 60 percent in accommodation bookings when they experienced another spike in community transmission. Clearly, this isn’t what we want or need, after the enormous sacrifices we’ve all made. New Zealand has never looked better before, on the global stage. We’ve managed to position ourselves as a country that has contained the virus early, and for that, we should all feel justifiably proud. We should now look ahead, to see how we can take advantage of our strong position. www.accomnews.co.nz

The impact of COVID-19 on the ﬁrst half of 2020 is something none of us could have predicted.

We must be ready to adapt if this becomes a long-term behaviour change

Not only have we had the loss of almost four million international visitors, but most operators in all regions felt the loss of the entire domestic market throughout the lockdown. For the quarter ending May 2020, national occupancy fell to 28.8 percent - a drop of more than 50 points. Across the TIA member hotels around New Zealand, this equates to a loss of over $200 million. That is not including the loss of revenue from food and beverage, conference business, and other events hotels would typically host at this time of year. Thankfully, we are seeing more activity than expected from the domestic market, but this will not solve all our problems. With the domestic market accounting for around 60 percent of hotel occupancy, the numbers simply do not add up to mean that New Zealanders alone can make up the loss of revenue. Some good news is that we are starting to see meetings and executive teams travelling again, but with many organisations doing business differently in the wake of COVID-19, meetings are often being held by video conference. We must be ready to adapt if this becomes a long-term behaviour change. Despite the government’s provision of the wage subsidy being a huge help for hotels, job losses have been significant. Uncertainty around the continuation of this support is creating a business environment where the risk of bad decisions is increasing, as there is insufficient information available to owners and operators on which to make informed plans. TIA is pushing the government to make a timely announcement on further support. We need more clarity around what measures are coming and what is happening with the ‘Trans-Tasman Bubble’. The need for a united voice www.accomnews.co.nz

TIANZ REPORT

Hotel outlook for the remainder of 2020

Sally Attfield, Hotel Sector Manager, Tourism Industry Aotearoa

across the sector here has never been more important. If unemployment continues to rise as forecast, a further extension to the wage subsidy will be necessary. A reduction of fixed charges and council rates would also be a huge help. Growing unemployment will likely mean a weakening in domestic activity and the ability to secure migrant workers will be harder. The government should invest in the development of a workforce planning framework for the post-COVID tourism industry, perhaps supporting tertiary education initiatives to provide fees-free training and qualifications to current and displaced tourism employees.

They are continuing to provide excellent experiences despite working in incredibly difficult circumstances. It is important that we consider within all this the safety of our guests, staff, and suppliers as paramount. Hotels are playing a critical role in supporting New Zealand’s response to COVID-19 and we should not lose sight of that. This is the time to batten down the hatches but not to lose sight of the good things on the horizon. Some hotels around New Zealand are reopening

earlier than expected and staff are being offered reemployment opportunities. The FIFA Women’s World Cup will provide something fantastic to look forward to, and we will have the Women’s Cricket, America’s Cup and Women’s Rugby World Cup in the meantime. For hoteliers, we need to support each other, lobby together and unite in our approach. We certainly have some challenges ahead of us, but we have proved—and history shows—that we are an incredibly resilient industry made up of positive people.

SUPPLIER of Food, Beverage and Accommodation Linen to Hotels throughout the Greater Auckland Area.

It’s crucial that we continue to encourage New Zealanders to consider a career in tourism so that, when the time comes, we have the workers we will need going forward and will not have to reinvent the wheel-again!

MADISON QUALITEX Laundry Services Prides itself on using High Quality Commercial Linen products, along with the Best Processing Facility in Auckland, which enables us to produce a very high standard of accommodation Linen.

While we need to remain sensitive with timing and our messaging, we also need to gain confidence with our marketing for the second part of the year. Before then, we must continue to deliver an amazing experience to our New Zealand guests, despite our challenges behind the scenes. The more stories we can get out to others about great hotel experiences, the more Kiwis will consider us.

P 09 8285 100 ALISTAIR ROBERTSON apr@madisonqualitex.co.nz MIKE ROBERTS miker@madisonqualitex.co.nz www.madisonqualitex.co.nz

On that note, remember to thank your front-line teams! INDUSTRY

AccomNews - Winter 2020

B&B NZ REPORT

B&B owner-operator becomes new association president COVID-19 has wrought change around New Zealand. Change in our personal situations and change in our business situations. In no place is that change greater than in the tourism sector. So, it is opportune to welcome fresh eyes to the helm of the Bed & Breakfast Association New Zealand (BBANZ) in the form of new president, Donna Brooke. Donna brings with her a wealth of knowledge not only in the B&B sector but the tourism sector as a whole. “There are a lot of opportunities ahead for BBANZ. We have a

There are a lot of opportunities ahead...

“BBANZ has already developed robust best practice guidelines for members to apply to their businesses.

of the opportunities they have access to and that are coming their way. The winners of our Business Excellence Awards are testament to what every bed and breakfast owner can achieve. BBANZ are here to help with modern, forward thinking ideas and I, along with the Board, can’t wait to lead them through.”

“I’m optimistic about the future of tourism. Now is the time for our members to be working on their businesses to take advantage

Donna Brooke has served on the association’s Board since 2016. Rayma Jenkins (former president) endorsed Donna’s appointment:

strong Board with a wealth of knowledge and our membership has a depth of knowledge that many other associations would crave for,” she says.

“I am confident that Donna and the Board will provide the guidance and support our members need through these challenging times. They will be innovative while relying on the strong foundations this association has to grow and be a strong voice in the New Zealand accommodation sector. Donna tells us: “I’m excited to be elected president of BBANZ! I have a background in hotel, sales and marketing management and I’m looking forward to sharing this knowledge and working with the Board for the benefit of our members.” Donna and her husband, Chris, own and operate Sunlover Retreat in Tairua, an awardwinning bed and breakfast.

It’s not the big that eat the small – it’s the fast that eat the slow That title is not my own: it is the title of a book that Jason Jennings and Laurence Haughton wrote, which has resonated with me throughout the corporate world and now in my small business world. When we struggle to see, or indeed react to, what the future trends really are as opposed to what the trends might be; we fall behind. Never has this been more true than in the current reality we all face across the tourism sector. However, it seems that some of us are doing well, against all odds. These are not big corporate machines, necessarily, but small and agile businesses that can react quickly and change tact. I liken it to a large ship: when an obstacle presents itself, the large ship is cumbersome to turn but with a small boat, the reaction

AccomNews - Winter 2020

come to a halt but more have said: “Right, what can I do to be more attractive to our domestic market?” New Zealanders are moving. They are ready to get out and explore their own country but just being open is not enough. There are four points that I would recommend every business consider when working in the here and now: •

Donna Brooke, President, B&B Association NZ

can be instantaneous as it ducks and dives. So, here is the point: these days, speed is important. When you see a game change take place, it does not mean you are dead in the water. Rather, it means you need to act fast, be bold and be decisive. Within the bed and breakfast industry, we have seen some very clear, agile decisions made that have had huge positive impacts on their businesses. These B&Bs are not bemoaning the fact that their international business has

•

INDUSTRY

Anticipate the physical and emotional barriers being thrown up in front of a potential customer or guest. There is going to be a lot of customer perception out there about how safe your business is and your ability to deliver a safe and enjoyable experience. Spot the trends. The country trends, your industry trends, and your competitor’s trends. One great thing to come out of lockdown is that there are loads of resources, free and paid for. Talk to industry groups and associations.

Ask for their data and predictions. Many of these larger businesses and groups have access to high level data that we as a small business do not. •

Put every idea through the grinder and do not be scared to trial, accept, or discard ideas. Assess not only your business but your customers as well. Walk through your idea from your customer’s experience. Do it physically if you must.

•

And, finally, let the best idea win – Test/Review, Test/ Review - be brave and be honest. Most of all, do not be afraid to give ideas a go. If ever there was a time to try something new, it is now.

The message to all businesses is clear: notice when the game has changed, and when that happens, act quickly. Anticipate, spot trends, trial new ideas and let the best idea win. www.accomnews.co.nz

www.ahbeardcommercial.com

commercial@ahbeard.com

Sudima Christchurch City:

Stylish and sustainable By Mandy Clarke, Editor

Sudima Hotels opened its $40 million luxury boutique hotel in Christchurch City last year, exciting much of the industry. Why? Because Sudima Christchurch City is not only one of the first new-build hotels to open since the earthquakes, nor its impressive style, but most the fact that it was built to be environmentally friendly. This property is in line with Sudima Hotels’ environmental commitment and focus on sustainability, the brand has consistently implemented a range of environmental initiatives across all their hotels. The thoughtfully designed, Sudima Christchurch City is a 5-star boutique hotel providing 86 stylishly appointed rooms, quality dining at standalone restaurant Vices & Virtues and pampering at the independent day spa Moss.

Supplier Spotlight: Vendella Vendella is an important supplier to Sudima Christchurch City. Supplying a range of products to this hotel including their Dreamticket 500gsm duvet inner and Eco Slippers. Vendella’s Marty Brodie said: “Our relationship with Sudima is important to us because we both share

AccomNews - Winter 2020

common values - we want to create a more sustainable future for our planet and generations to come. Sudima is actively pushing sustainability throughout all their hotels and pledged to go single use plastic free by the end of 2020.

Hotel manager Maree Welgus told us what the property’s environmentally focused yet bespoke accommodation experience means: “Building Sudima Christchurch City marked another milestone for Christchurch’s post-quake recovery, showed our support for the people of Christchurch and signified our confidence in the recovery of Christchurch as tourism destination.”

What is so special about this hotel? First, it looks good! Maree said: “The hotel’s architecture is designed to reflect a strong sense of connection to the rejuvenating city. It has a classic air with a touch of modernism and art deco in empathy with the surrounding city architecture. The hotel facade is clad in gold-hued aluminium panelling, with rounded corners and glass. The glass-clad central atrium plays an important part in the design, the two-canopy system keeps the rain out while allowing in fresh air and natural light. “We focused on connecting to the New Zealand environment with naturalistic use of wood and natural wood finishes, and our furnishings have tasteful natural earthy tones and textures. Even the bedheads capture the environment, with tonal paintings by up-and-coming New Zealand artist, Aroha Gossage. In Vices & Virtues we have also used colours that draw on the natural environment that surrounds Christchurch, with natural toned timber, terracotta and green. Moss is finished in natural Blackbutt timber, white painted brick and pastel colours to give a minimal yet warm and relaxing environment.”

Outstanding commitment to the environment Maree explained: “With sustainability a core brand value, at Sudima Christchurch

“As a supplier we look forward to supporting them in this initiative which aligns with our own sustainable efforts and partnership with Keep New Zealand Beautiful.”

MANAGEMENT

www.accomnews.co.nz

City we are committed to minimising our impact on the environment.” She revealed that Sudima Christchurch City works with suppliers who have sustainability commitments that are in line with Sudima Hotels, which is a member of the Climate Leaders Coalition. The hotel uses sustainable practices and materials and operates a ‘Care Team’, part of their role is to discuss and implement sustainability initiatives at local hotel level: “Caring for our environment and promoting sustainable practices has always been part of our core beliefs – it’s who we are.”

What local environmental initiatives are operating at Sudima Christchurch City? Maree revealed: “We aim to be single-use-plastic-free by year-end and we have already eliminated a significant number of items. We use larger bottles for our shampoo, conditioner, body wash and lotion to reduce plastic

www.accomnews.co.nz

since the hotel opened June 1, 2019. There are two stand outs for me, receiving 5-star rating from Qualmark and a Platinum rating with Be. Lab – we are the first hotel to be Platinum-rated in New Zealand! waste. We offer biodegradable slippers, 100 percent compostable dental floss, natural NZ made shower bombs, bamboo toothbrushes and organic sanitary items. “We also use a ‘FibreClean’ system, which has reduced housekeeping chemical usage by 95 percent. Un-bleached cotton bags are provided for guest laundry instead of plastic bags. To reduce waste, we are working with Wasteco in Christchurch to implement the most effective initiatives. We are also working with enviromark to have the hotel certified CarboNZero.”

What has been the reaction from your guests? “The positive feedback has been tremendous from both guests and staff. Our TripAdvisor rating has

gone from #137 to #32 in the first six months. Staff are invited to spend a night in the hotel as part of their induction which allows them to experience Sudima Christchurch City as a guest too.”

What about your team? “As the manager of the hotel I am inspired to deliver exceptional customer service, I thrive on feedback. When recruiting, attitude was one of the main attributes I looked for as I wanted to form a caring and positive team. People also flourish with helpful feedback and at Sudima Hotels we develop and upskill our staff on their career paths.”

What are you most proud of? “There has been so many highlights and achievements

MANAGEMENT

“In 2019, Sudima Hotels won the overall Supreme Tourism Award at the New Zealand Tourism Awards, along the hotly contested Environmental Award – these accolades reflecting our well-rounded approach to the environment, communities, guests, and staff.” Finally, Maree added: “Sudima Hotels is the first hotel group in New Zealand to undertake carboNZero certification and operate the only CarboNZero hotels in New Zealand. These include Sudima Auckland Airport, Sudima Lake Rotorua and Sudima Christchurch Airport. All new builds, including our Sudima Christchurch City, are built to a standard that enables CarboNZero certification as soon as possible after opening.”

AccomNews - Winter 2020

Reopen your doors with progressive functionality from RMS Is the hospitality industry set to go back to normal? As much as we wish this could be the case, the recent pandemic that swept through the world is likely to impact the industry for a little while longer. Although properties are ﬁnally starting to reopen, travel habits, attitudes and customs will follow a new kind of normal.

YES, WE ARE ARE

At RMS, we wanted to get ahead of the curve and make sure our clients were prepared with the right tools to navigate a post-COVID reopening. In response to the changes COVID has and will continue to have on the hospitality industry, we designed new functionality that would enable guests to complete contact tracing forms as required by the government. In just a two-week turnaround, we delivered a Health Declaration and Contact Tracing form wizard and rolled it out to our clients around the globe for free. We wanted to support our clients in any way we could and hoped that this innovative functionality would be one less thing to think about when it came to reopening their doors.

How does it work? RMS clients can set up the system to automatically send health declaration forms to guests prior to their arrival. They can then access via the Guest Portal and complete as part of the pre-check-in process. This functionality is completely customisable, allowing the client to pick and choose exactly what their guests can see. Everything is done digitally from the guest’s mobile device which creates both a seamless and contactless experience. Once check-in and form signing are complete, the information

AccomNews - Winter 2020

is automatically updated in RMS and stored under each guest’s reservation. If action is required based on a guest’s health declaration answers, the property will be notified immediately via the PMS so that necessary action can be taken. When it comes to being intuitive, the RMS property management system is at the top of its game.

Guest safety and guest satisfaction go hand in hand. Another reason we designed this functionality was to enhance the guest experience before they’d even set foot on the property. Guests are likely to be a little apprehensive towards postCOVID travel and delivering a positive experience has never been more crucial. Guests will want to see that hotels have taken the initiative to prevent the spread of the virus. Thorough cleaning regimes and sanitation stations will be expected, so it’s important

for hotels to take extra steps to show that guest safety is a top priority. Thinking of the customer journey, features like our pre-check-in and electronic health declaration signing will rank you higher in your guests’ estimations than those that aren’t offering this type of service. With the hospitality industry emerging into a time that no-one has ever seen before, PMS functionality will play a crucial part in securing and maintaining the trust of your past, current and future guests. While COVID-19 still remains a threat, it’s up to properties to show that they can successfully operate in a safe and secure environment. At RMS, we offer hospitality property management solutions to over 6,000 properties worldwide. Our expansive PMS contains a built-in channel manager, a responsive online booking engine that enables real-time booking functionality and

MANAGEMENT

CRM functionality through our Enterprise database solution. We offer integrations with leading travel websites, payment gateway suppliers, revenue managers and many more. With RMS, you can also enhance the guest experience by delivering a bespoke loyalty program, initiating conversation with targeted SMS and email marketing and allowing guests to manage every aspect of their reservation via the guest portal. The RMS all-in-one application can be tailored to suit your property, whether a small independent property or global chain. If your current PMS is lacking any of the above features, speak to our sales team by emailing sales@rmscloud.com or calling +64 9887 1096. We’ll ensure a smooth transition with minimal disruption and deliver in-depth PMS training so you can be set up and ready to go in as little as two weeks. Don’t get left behind stay one step ahead with RMS. www.accomnews.co.nz

Why you need a powerhouse PMS By Kate Jackson, Industry Reporter

A property management system should be the star performer in any accom team. At the heart of almost every aspect of day-to-day operation, it should power the seamless integration of everything from reservations to rate setting, billing to revenue management and housekeeping to maintenance. A quality system coordinates operational function to deliver a smooth guest experience from enquiry to checkout and beyond. And its ability to synchronise systems to speed up tasks and collaborate useful data makes it indispensable to property managers - whether running an inner-city hotel or an outback hostel. Which means if you’re frustrated by a clunky PMS that fails to protect you from double ups and bookings errors, or you find yourself clicking through multiple screens to complete everyday tasks, you’re looking at an incompetent and archaic member of the team.

AccomNews - Winter 2020

Peter Ferris, head of global sales and marketing for RMS Cloud, says: “Switching property management systems is one of the hardest decisions property managers face. But it is also an essential move for operators using outdated or inefficient systems that are impacting on staff efficiency, customer service, revenue generation and sales. “In terms of motivation to switch, the biggest trends we’re seeing is operators moving from server-based systems to cloud software, or those who are using other cloud systems who have failed to deliver on the promises made by their developers, lacking critical functionality. “Over the past six months we’ve signed up quite a few operators who made the mistake of buying on price alone and have regretted it. “They’ve realised it’s pointless saving a few dollars each month if the system can’t do what they need it to, which is efficiently manage reservations, communicate with guests, analyse data, integrate easily with other third party systems and execute revenue-generating rate management strategies and marketing campaigns from within their PMS application.”

Is your PMS more ‘hard work’ than ‘hard worker’? Accom News is here to guide you through the process of recruiting the perfect candidate.

What should your PMS deliver? Flexibility: Property management software is increasingly dominated by cloud-based systems which can be accessed remotely on computer or mobile. One great advantage of this is the flexibility it provides for staff to log in from anywhere, whether on or off-site. Rather than requiring the team to check all communications through a front office desktop, mobile PMSs enable access on the move, so helping to improve operation response times and communication. Integration: A PMS which does not integrate with your other hotel systems (point of sale, payment processing, customer relationship management software, inroom entertainment etc) is a dinosaur in this ever-moreconnected world. Re-keying information and coordinating data from multiple systems manually is time wasting and error prone and can hamper efficient customer service.

MANAGEMENT

Packages and loyalty programs: As the big OTAs and Google continue to dominate accom marketing online, it is vital for operators to try and own their customers. Packages, special offers, member benefits and exceptional service all help inspire loyalty in the era of hyperpersonalisation. A PMS should allow for the easy collection and packaging of guest data to help inform marketing programs and tailored customer interactions. One that does not allow you to record guest profiles or doesn’t integrate with customer relationship management software is not compatible with the modern approach to building guest loyalty. Connectivity: Properties that do not provide the ability to book online are likely to be losing a significant chunk of business. A PMS must connect to online sales channels and booking systems (OTAs, global distributions systems, etc.) and automate availability and rate updates across several channels. Accounting and compliance: A PMS should offer solid trust accounting through a user-friendly end of month process and offer support to ensure property managers fulfil compliance requirements. 14 www.accomnews.co.nz

Increase visibility with Xenia Suite At Xenia Suite, we understand the challenges involved in working in a seasonal business, and even more so during a global crisis. Many hotels and accommodation providers are looking for every means possible to economise and run their properties as efficiently and effectively as possible. In times of economic uncertainty, low occupancy rates and high third-party commissions means you are constantly looking at overhead costs as well as keeping your fingers on the pulse. At Xenia Suite we can help you do just that by providing increased visibility into dayto-day operations, reservation

Xenia Suite is one of our industry’s best-kept secrets with a 20year history in the New Zealand hospitality market. management and integrated financial management, freeing up your time to focus on your team and raising guest experiences to a higher level.

Locally developed and supported Xenia Suite is an all-in-one Property Management System. From reception and frontof-house right through to fully integrated back-office accounting functionality, Xenia Suite also includes mobile applications for operational areas such as Housekeeping and Laundry, Mini-bar and Guest Self-service.

All of this in a single, sophisticated and costeffective solution that is quick to implement and easy to learn and use, especially important when onboarding new staff or retraining existing staff into new roles.

On-line bookings and booking engines, functions, restaurant and point of sale, tours and group management, inventory and bumps are managed through intuitive on-screen reporting and analysis. With a fully integrated CRM module, those critical guest relationships and preferences can be continually recorded and enhanced. At Xenia Suite we also help our customers through these tough economic times with our flexible, occupancybased pricing structures. To learn more visit www. xeniasuite.co.nz and see how we can help you to delight your guests and make your life easier by providing the right tools to manage your property and save you money.

Technology you can trust Xenia Suite is a fully integrated, all-in-one enterprise hotel management software platform designed to seamlessly support you and your team to deliver the ultimate guest experience. Easy to learn, fast and simple to use New Zealand built, local training and support Sophisticated mobile apps – housekeeping, reception, guest services Flexible reporting and analytics Our cost effectiveness, support team, and operational efficiencies have helped our clients move from PMS legacy systems and combine their hotel functionality into one place. “We’ve been using Xenia Suite to run Pavilion front and back office for 16 years now, and whilst Xenia stands out for its flexibility and functionality, it’s the user-friendliness and ease of training for staff that is really important to running smoothly.”

Want to know more? Contact us today for more information.

0800 4 Xenia www.accomnews.co.nz



– Debbie Horncastle, General Manager Pavilions Hotel Christchurch

XeniaSales@xeniasuite.co.nz



www.xeniasuite.co.nz

MANAGEMENT

AccomNews - Winter 2020

Businesses with staff need to consider that the actions of their employees can affect their compliance. A PMS should allow staff activities and access to be controlled, restricted, and monitored wherever trust account transactions are concerned.

What are your business considerations? 1. Ease of use Obviously, some managers and staff are more tech-savvy than others, so when choosing a PMS supplier, bear in mind the level of ongoing support you’re likely to need - some suppliers, for example, offer face-to-face tutorials and seminars while others provide 24-hour customer support. Voice recognition and activation are the future for accom and should be a consideration when talking to PMS suppliers about their system capability. Scalability is another important point to consider. Some systems are naturally more flexible than others depending on their infrastructure. Scalability is important because if you are able to update the software for years to come rather than install an entirely new system, it could save you time and money. Cloudbased systems offering an open API (application programming interface), which allows easy interaction with numerous other systems, provide the best options for connectivity and scalability. Which brings us to…

AccomNews - Winter 2020

2. Onsite or cloud hosting? Cloud-based systems, with data managed and stored externally, offer great ease of use, flexibility and storage capability. They tend to attract a lower initial investment than non-cloud-based systems, but there are a couple of potential drawbacks. They require a good internet service, and while the national broadband network has improved reliability for most of Australia, its speed and consistency can vary according to location. Kiwis generally also tend to enjoy effective internet coverage, but extremes of topography can cause fluctuations in broadband connectivity. The main drawback comes down to data security. Marriott was fined $178 million (NZ $187m) last July over a vast data breach which exposed the private information of some 500 million guests, while Choice Hotels revealed in August some 700,000 guest records had been compromised. In February, MGM Resorts revealed personal data belonging to guests, including Justin Bieber, had been hacked. Big hotel chains have moved to shore up their security in the wake of the Marriott breach, but hacking of online data remains a very real threat and hospitality is a prime target because it stores so much personal data. With onsite hosting, internal operations are not reliant on an internet connection, although many of these systems can be

integrated with online features. The drawbacks come down to the much greater maintenance responsibilities, less flexibility for staff use, fewer software integration opportunities and a higher purchase cost, while hidden interface costs can also add up. Combined systems that act as hybrid solutions are also a possibility and available at different price points. 3. Data migration Guest data is gold, which is why it is so important to make sure that whenever you change PMS, you’re able to shift all your valuable current data over to the new system. Peter Ferris says: “We try to make switching systems as easy as possible. At RMS, for example, we have an entire data imports team dedicated to ensuring all key data is seamlessly transferred. “Quality providers will provide a comprehensive training program that means staff can hit the ground running when installation is complete. “They should also look to remove the barriers for third party integrations and offer their API at no cost to third party vendors to interface with them, applications such as CRM, revenue management and so on.” 4. Funding options Property management systems can be split into three main types: there is the pay-perroom model, tiered model and

MANAGEMENT

a one-time licence option. They each have their pros and cons and different price points. Pay-per-room is a popular choice for accommodation providers looking to install new software. It generally involves a one-off installation fee and after that, the cost is monthly and usually generated based on the number of rooms in the property and/or the number of users who access the system. While this sounds reasonable, it can quickly add up if you have lots of rooms. However, discounts are usually available for very large properties. The tiered model targets a range of rooms rather than a specific number. Again subscriptionbased, this is a middle-ground option bridging the gap between pay-per-room and a one-time licence fee. The various tiers encompass a range of different functions and features - like bonus storage and other data capabilities - and the higher the tier and more complex the functionality, the higher the price. A monthly subscription for this model also attracts a one-time installation and training fee. Prices within the tier model vary widely due to the differing numbers of rooms and functions required to meet specific property. One-time licences have no long-term commitment or subscription cost. Providers simply pay a one-off fee to install and use the software. However, the initial fee will be much higher, depending on the company and type of offering. The benefit of this model is obviously that it’s a one-time payment, so depending on how long you plan to keep the system, this could work out cheapest in the long run. However, there might be restrictions or extra fees in the fine print. Which model works best for you is all about your individual wants and needs. As Peter Ferris says: “Most PMSs are working on the ‘software as a service’ model with a monthly licence fee linked to the number of users, but inclusions and functionality vary and that’s what operators need to focus on making sure they find the right system that services all the moving parts of their hospitality business.” www.accomnews.co.nz

MEETING CHALLENGES HEAD ON Capstone Hotel Management on helping their clients weather the storm. Capstone Hotel Management is a South Island based, New Zealand owned and operated company formerly trading as Capstone Hotels & Resorts and operating since 2014. Capstoneâ&#x20AC;&#x2122;s management focus is on the individual propertyâ&#x20AC;&#x2122;s brand, building sustainable partnerships with the KRWHOĂ&#x2020;V SURĂ&#x2019;WDELOLW\ WKHLU central focus. Offering a suite of services including sales representation, marketing, consulting and full management, Capstone looks after a range of properties throughout New Zealand from resorts to motels. The recent global shockwaves caused by COVID 19 are one of the many storms that the team have weathered throughout their careers, although undoubtedly this has proved to be the most challenging

CAPSTONE

and sobering of all. Clare Davies, Managing Director says that over the past four months, the hotels in their portfolio alongside the entire industry, have been forced to get back to basics and re-evaluate all aspects of the hotel operations.

Our hotel teams need to be multi-skilled and prepared to work across several departments enabling cost saving for the hotels. We are rebuilding and reshaping our hotel operations to ensure sustainable operations into the futureâ&#x20AC;?.

â&#x20AC;&#x153;We have always been assertive in our decision making, and early on in the crisis, it was clear that it was time to rapidly streamline and simplify. Like all operators we have been head down reviewing operating budgets and FDVKĂ&#x201C;RZV RQ D ZHHNO\ basis; cash is king in ways we have rarely seen before and the constraints that our hotels have to operate under requires a clearheaded approach.

With news of international borders being closed for an indeterminate amount of time, Capstone Hotel Management is fortunate to have a strong understanding of the domestic market having specialised in targeting regional New Zealand over the past six years. Strong digital capability and yield management play their part in shaping the new normal and green shoots are starting to show in the conference and corporate sector as well as encouraging leisure bookings in many locations.

Although at times it has seemed drastic and not without emotional challenges, the â&#x20AC;&#x2DC;go hard and fastâ&#x20AC;&#x2122; approach to cost saving has been crucial over the past few months to ensure survival. All of this has been underpinned by our belief that we are maintaining a strong base from which to rebuild when times are better.

Amongst all the crystal ball gazing, Capstone are undertaking positive collaboration with operators and industry colleagues to grow business and are seeing more demand than ever from developers and owners for their management and consulting services.

HOTEL MANAGEMENT

A management contract with Capstone involves taking over the daily operations and GHYHORSLQJ D SURĂ&#x2019;WDEOH strategy for the EXVLQHVV DQG EUDQG IRU the long term. Having owned and operated KRWHOV DQG WRXULVP companies, the team is in prime position WR XQGHUVWDQG ZKDW LW WDNHV WR VXFFHHG DQG WKLV IXQGDPHQWDO H[SHULHQFH LV EXLOW LQWR WKHLU EXVLQHVV approach.

Capstone Hotel Management is always keen to hear from hotel owners or investors that may require management services or support with sales and distribution from our experienced team. P +64 3 544 2902 E clare@capstonehotels.co.nz

capstonehotels.co.nz

How to show welcoming smiles

behind your masks

Certainly, a warm and welcoming smile is expressed by a full face and not just the mouth and chin area, and welcoming remarks spoken authentically also help communicate the spirit of hospitality.

As part of the hotel and lodging industry’s effort to help guests feel safe about traveling during the current COVID-19 pandemic era, nearly all are requiring hotel staff to wear facemasks.

Lately, as our trainers have been conducting our “Heart of Hospitality” Certification webcam coaching sessions, many of our participating candidates are expressing that while they recognise the importance of wearing masks, they also feel bad that no one sees their smiles anymore. Certainly, a warm and welcoming smile is expressed by a full face and not just the mouth and chin area, and welcoming

AccomNews - Winter 2020

Doug Kennedy, President, Kennedy Training Network

Then print these pictures on a colour printer for immediate use so you can get in the game today, and order better quality copies such as from an online photo printing service or at a local pharmacy chain. I recommend a 4 x 6 size that can

be trimmed with scissors, or a sheet of wallet- size pictures. From there, you can simply tape the picture to hang from the bottom of most name tags or attach to your staff ’s uniforms with tape or safety pins. For a more sophisticated looking presentation, order name badge holders that can either hang from a lanyard or bulldog clip.

remarks spoken authentically also help communicate the spirit of hospitality. However, we wanted to share very simple training tips that seems to be going over well for our hospitality training and certification clients: First, take photos of your staff members in uniform while briefly removing their masks and flashing their genuine, welcoming smiles we all so badly miss seeing. This does not have to be a professional photoshoot, as an “organic” image may seem more authentic than a professional photoshopped image. Just pick a solid colour background such as a wall MANAGEMENT

However, one down-side is of course the fact that our colleagues can no longer share their warm and welcoming smiles as they greet guests at the front entrance, pass by them in hallways and corridors or when serving them in dining and recreational outlets.

or curtains. Next, crop the photos to zoom-in mostly on the face as one would do for a headshot or passport photo.

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What are the positives

©Андрей Яланский – stock.adobe.com

of franchising?

By Kate Jackson, Industry Reporter

Accom is 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 in an autonomous world, particularly if you are new to the game and keen to tap into the collective knowledge of veteran campaigners. The management tiers that come with a franchise provide a support system for tackling issues that crop up daily - from OTA demands and staffing issues to arguments with guests. Being part of a chain means having a network of other operators to 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. Quality franchises are welloiled machines that, in many cases, have been operating for

AccomNews - Winter 2020

Partnering with a recognised brand gives you access to a pool of management expertise

decades. They help establish standards of excellence and present opportunities for in-house training, national marketing support and access to “been there, done that” advise. Adrian Turner, group general manager for Quest Apartment Hotels in NZ, says Aotearoa is the most franchised country in the world, with more than 630 different systems available. “However, not all franchises are created equal and the successful ones are the ones that have structure and have assessed the risk relevant to what they are offering to ensure that their franchisee has the ability to be high performing in a

low risk environment,” he says. “Franchise systems that belong to the Franchise Association and have their documentation audited to ensure compliance with the association’s code of practice is always a good place to start.”

Joining the club As a mum-and-dad operator, trying to get your accom noticed in a world dominated by online travel agents and an ever-changing social media landscape marketing is daunting. Those choosing to join a franchise often do so because of the access it provides to extensive marketing networks.

MARKETING

As Adrian Turner says: “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.” Networks represent an overarching set of values to guests which helps market their individual members. And they have the available resources to consider the kinds of advertising campaigns and techniques which those going it alone might not have the funds to employ, however skilled and creative. Large accommodation brands are savvy about ways to drive direct bookings. While guests might not think to check the website of a niche property to see if there are any benefits to booking direct, people tend to know that big brands offer free wifi, complimentary extras or discounts to those who pick up the phone or book direct online. Franchises also inevitably have much greater clout to negotiate lower OTA commissions on behalf of their franchisees than individual operators and represent a more powerful voice with which to argue policy. www.accomnews.co.nz

Loyal following

ensure any new addition will be a positive addition.

A loyalty program is almost a pre-requisite for any property looking to attract those travelling for work, and accruing points means those business travellers are far more likely to rebook directly and return with their families. Franchise networks offer extensive loyalty network systems which encourage guests to rebook with a brand and help drive repeat business across the group.

Property management While any quality modern PMS system should interface easily with myriad software systems, systems employed by networks generally offer enhanced

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. In an online travel world dominated by huge global booking agents, ‘owning’ your guest has never been more important. Loyalty networks incentivise guests to stick with a brand and create repeat business across the group.

brand umbrella. The crosspollination of guests is especially helpful for those in competitive markets, where guests are likely to ‘go with what they know’.

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

Expectations and reputations

And within a quality brand which sets high expectations for guest experience, there is the flow-on effect of fellow operators creating such a positive experience for guests that it convinces them to book again under the same

Where independent properties must start from scratch when it comes to reputation, franchisees benefit immediately from the reputation of a parent franchise. However, reputation cuts both ways: A successful, well-regarded brand need to protect its standing and

Operators are required to adhere to a predetermined set of quality standards, so there is never a doubt about what’s expected when it comes to benchmarks, and guest expectations are pre-ordained and pre-managed. Adrian Turner says Quest, for example, has a selfassessment profile where potential franchisees can assess themselves against critical success factors. “They must have a passion to learn and achieve business success and uphold the Quest brand values,” he says. Typical guest expectations for a franchised property will involve, for example, good mattress quality, in-room food options and strong amenity offerings. Some requirements are things that can be difficult for independent properties to provide off their own bat and franchisors will often support expectations that are difficult for members to deliver - helping with arrangements for free wifi delivery, for example.

APARTMENT HOTELS

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MARKETING

AccomNews - Winter 2020

Smells like rain: how indoor air quality can be that refreshing By Lucinda Dean, Industry Reporter

Imagine entering your guest room and inhaling the scent of ‘fresh rain’ rather than musty mildew or the stale lingering smell of cooking, rotting garbage or something worse still. First impressions last and you can nip that negative TripAdvisor review in the bud by continually monitoring your facility’s air quality and providing guests with fresh, clean air at all times. Keeping the air fresh-smelling and clean is a challenge in any enclosed space frequented by people, particularly those guest rooms, which don’t have opening windows. For general health, wellbeing and safety reasons, human beings require a comfortable indoor temperature with air free from dust, irritants, pathogens, unpleasant odours, mould and mildew and other contaminants. Accommodation managers have a duty of care to provide a safe

AccomNews - Winter 2020

environment for their guests and staff, and this includes circulating fresh air, controlling malodour and preventing the spread of airborne disease. Thanks to COVID-19, germphobia is at near-hysteria levels, especially with the many myths abounding about the sometimesdeadly virus. While we know COVID-19 is not transmitted by air, but person-to-person through small droplets from the nose or mouth when an infected person coughs or exhales, that does little to quell public paranoia about the spread of the virus. Guest expectations regarding cleanliness are at an all-time high right now and this extends to indoor air quality. Odours are most often generated from microscopic bacteria, mould and chemicals, which can linger, even after cleaning with strong chemicals and disinfectants. It is more effective to prevent or capture them at the source rather than just masking them, and there are some simple and affordable ways to effectively control indoor air pollution. Ideas include: •

Remove: Ban products and materials that smell

or pollute your property. A no-smoking policy is a must. •

Reduce: Put the source away somewhere safe; store cleaning chemicals in a locked cupboard and keep the bin area away from the property.

•

Clean: Ensure all hard and soft surfaces are thoroughly and routinely cleaned to prevent mould and bacterial growth.

•

Steam: Effectively remove the source of many bad smells with steam. This method is environmentally friendly, using only pure water to penetrate all surfaces, destroying odour-causing residues and leaving surfaces deep-cleaned, sanitised and refreshed.

•

Dry: Keep on top of all maintenance issues; neglected leaks and drips cause mould and smells.

•

Separate: Keep wet and dry areas apart. Keep bathroom and laundry doors closed to reduce humidity.

•

HOUSEKEEPING

Ventilate: Install an

exhaust fan close to the source of pollutants or moisture, such as the cooking stove, dishwasher, tumble drier and washing machine. Open windows and run well-maintained ceiling and bathroom fans when needed. In addition to the above methods, you can boost your air cleansing efforts with technologies designed to do the job, such as ozone generators. Ozone odour elimination is popular in the hospitality industry because one machine can be utilised for multiple areas and can quickly and effectively eliminate odours. Ozone generators can be used to complement traditional ventilation methods. In addition to opening windows and using fans, many hospitality providers now use ozone generators in rooms as soon as guests check out. This helps sanitise and freshen up rooms for cleaners and incoming guests alike. Remember, regardless of which odour and air quality control system you choose, it should be appropriately sized for the www.accomnews.co.nz

room; properly installed; used per instruction; and wellmaintained. Always purchase from an industry supplier that has ensured it is fit-for-purpose.

Industry viewpoint Geoﬀ Parish, general manager and sales engineer at Oxyzone, gives his expert opinion on the eﬃcacy of ozone generators. Ozone (O3) has been used successfully for many years overseas in hospitality settings to help improve air quality as it destroys many viruses, bacteria and moulds without the need for harsh chemicals. It is widely regarded as a powerful sterilant and can be used across a range of facilities and applications. Uptake of ozone generators has been relatively slow in Australia and New Zealand; however, this has changed in recent years as commercial entities have recognised the benefits ozone can potentially yield. Unsurprisingly, there has been a spike in demand for ozone generators in the wake of the COVID-19 pandemic. Given the need for enhanced air treatment solutions both now and in the future, we believe ozone generators will become a standard fixture of many hospitality providers’ cleaning repertoire going forward.

Combating the nasties

That fresh rain smell Ozone generators can be used to neutralise odours in just about every area of a hospitality facility including toilets, rooms, kitchens, bars and garbage areas. Users often remark on the ‘fresh rain’ smell that ozone generators produce. This is created by a discharge contained within the generator, which reacts with oxygen to produce ozone. This process mimics what happens in nature. When lightning reacts with oxygen in the air, it creates ozone and the ‘fresh rain’ smell we’ve come to associate with storms.

New generation ozone generators While ozone hasn’t evolved per se as it’s a gas, progress in terms of the evolution of the delivery of ozone is being made all the time. For instance, ozone generators can now be fitted with more accurate mechanisms that help control the ozone output, making them safer and more efficient overall.

Ozone generators can be used to great effect in hospitality settings where there is a need to sanitise air and remove unpleasant odours. Ozone is derived from ambient air, which typically comprises 78 percent nitrogen

and 21 percent oxygen. The remaining one percent consists of a combination of other gases. Ozone produces an oxidising molecule, which attaches itself to odour producing bacteria. The ozone then breaks down and destroys the bacteria, thereby eliminating the odour. Ozone is also used in hospitality settings because it decomposes back into oxygen and does not leave any residue. Used in tandem with traditional cleaning methods, rooms can potentially stay cleaner and healthier for longer.

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HOUSEKEEPING

AccomNews - Winter 2020

Best practice for hand washing and fast drying By Mandy Clarke, Editor

risk of infection and the dirty section is rolled up inside the wall unit beside the clean side, this creates a high potential for cross-contamination.”

To a large degree, we are still very much in the dark when it comes to understanding COVID-19.

Modern high-speed hand dryers are a very effective “set and forget option”, and the most cost-effective option, according to Jeremy. “Make sure the unit comes fitted with high end filtration which means the air comes out of the hand dryer cleaner than the air we breathe. Depending on the model each unit has different options for dealing with wastewater and some have drains. The newer tap designs are over-basin, stopping any water tracks and drips problems across the floor.

Science learns a little more each day about how it spreads, how it effects the human body, how to treat it and how an outbreak can be prevented. A few facts came to light very soon after the pandemic began. First, it was very apparent that many people do not wash their hands enough, and second many more people do not know how to wash them properly. A good handwashing technique is one of the most effective ways prevent the spread of COVID-19 and of course, access to clean and effective facilities with minimum crosscontamination risk is vital. On not having good handwashing and drying facilities, the World Health Organization says: “We cannot overstate the threat.” Jeremy Outen, managing director Prosan Ltd agrees. Sharing his industry viewpoint with us, he said: “When China urgently renovated China’s Shenyang Infectious Disease Hospital to treat COVID-19 patients, they fitted modern high-speed hand dryers with hospital grade filters in the staff protective clothes changing area. These best practice, fast drying hand dryers capture particles, bacteria, and viruses as small as 0.1 microns and the hand dryer and are completely touch-free.”

Industry viewpoint: On hand washing, Jeremy says that contrary to popular belief, soap dispensers do not make too much of a difference because the soap is dispensed prior to the hands being washed and any viruses or bacteria on the dispenser will be washed off anyway, with a correct hand washing

AccomNews - Winter 2020

technique. It is very important to make sure the soap used is of adequate quality, is fit-for-purpose, and is being dispensed at the correct amount/ratio. Liquid soap, bar soap and foam soap are all equally effective. The difference with foam soap is that it is pre-lathered and if the hand washing technique is not quite perfect then a pre-lathered soap will be more effective.

Soap versus sanitisers? Sanitisers work by killing the virus/bacteria whereas soap washes it off. Some soaps also contain sanitisers. Sanitisers are often incredibly effective however if used extensively the thickener used to thicken the sanitiser can also build up on the skin, creating a place for bacteria to harbour and this will not be touched by the sanitising agent (normally alcohol). Soap on the other hand when used properly will encapsulate the virus/ bacteria and will allow it to be rinsed off with water. Neither product is necessarily better than the other, each simply has its place. However, if either is used incorrectly,

they will not be effective. Use hand wash reminder signage, anything with clear pictures and not too much wording.

On the ups and downs of hand drying options... He explains that paper towels are possibly the most expensive, common and a rather effective way of drying hands but do leave large amounts of messy rubbish and the damp used towels are a breeding ground for bacteria and viruses. “Often, the dispensers are left empty, so there is no way to dry hands, therefore you must be vigilant about restocking the dispensers and this takes time, plus a supply of paper towels must always be on hand. There is also an added cost of the disposal of used towels, this is often not considered. “Roller towels are cheaper than paper towels and are often thought of as an economic option, but they are prone to running out, leaving the last part of the towel very damp and with multiple people using it repeatedly! This causes a high

HOUSEKEEPING

“Beware of older style hand dryers that may not have filtration and may have longer dry times, meaning people tend to give up, wipe their hands on their clothes or walk out with wet hands. “In my opinion, hand dryers are without a doubt the most effective drying method to contain the spread of the Coronavirus, no damp surfaces are touched therefore leaves no potential for cross contamination plus it leaves the air well filtered. For instance, if someone coughs in the direction of the hand dryer it will filter the cough, if someone coughs in the direction of a paper towel it will sit on the surface waiting to come in human contact. “I believe the future is hand dryers however not hand dryers as we know them but new products like the wash and dry hand dryer tap, where hands can be washed and dried in the same basin and in almost the same movement. “I believe new technology will grow from here with further automation achieving for a more effective and consistent washing and drying technique.” www.accomnews.co.nz

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Why cashless is king in the laundry

By Lucinda Dean, Industry Reporter

either adapt by upgrading to cashless systems, or perish.

Could COVID-19 spell the end of cash transactions? In response to the pandemic, many businesses have refused to accept cash due to hygiene concerns. Cashless transactions are the new norm and the trend looks here to stay.

Boost your bottom line

Indeed, even pre-pandemic, cashless was an established and popular form of payment, especially among millennials and Generation Z, who are so hip they only ‘carry’ digital wallets such as Apple Pay, Samsung Pay, Android Pay and the like.

This is a boon for operating a cashless laundry on your premises because it is easier to make minor price adjustments and up-sell services to guests who literally do not notice the laundry draining their cash.

Coin-operated laundries are the dinosaurs of the 21st Century. Accommodation providers can

AccomNews - Winter 2020

Remember when getting 20 cents pocket money to spend on lollies at the corner store each Saturday was a big deal? The value of that 20cent coin was tangible because back then, 20 cents bought 20 lollies. In today’s tap-and go society, money is just a number and it’s easier to spend more when it’s a nebulous idea rather than cold hard cash.

Customised reporting means it easier than ever to track and analyse consumer behaviour. The data rich information, ie

whether it is a single or multipurchase; average ticket, date, location and time of purchase, means you can effectively target your marketing to incentivise guests to spend more money.

Why retrofitting is a switched-on idea There are myriad conversion solutions on the market, which means you don’t have to throw out the baby with the bathwater. One cutting-edge wireless technology allows you to convert your existing machines, old or new, into ‘smart machines’, by simply plugging in a mobile device. Guests use their smartphones to scan the QR code on the machine, or they access a mobile website to select the washer or drier they want to use. Payment is cashless by credit card or Paypal; or via a kiosk installed in the laundromat so guests don’t

HOUSEKEEPING

have to use their smartphones to make credit card payments.

Who said maintenance? By going cashless, you’ll no longer have problems with coins getting jammed or having to deal with damage caused by vandalism and theft. When upgrading to cashless, always choose a provider, which offers good after-sales support, including warranties and qualified service technicians, so they bear the brunt of any ongoing maintenance costs, not you.

Convenience all-round Guests no longer have to stockpile gold coins just to operate machines and owners / managers can keep track of this revenue generating area of their business from anywhere – and make informed marketing decisions. www.accomnews.co.nz

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Biophilic design:

Hotel trends in interesting times Out of crisis comes opportunity... The past few months have thrown the hotel industry into turmoil that has challenged and focussed the need to be more relevant than ever. New Zealand has an opportunity to be a key destination for travel once the world opens again, and to that end, we should make sure we are ready for business and can meet the relevant, changed social dynamics and traveller demands. How has the post-COVID world shifted tourism and influenced hotel design? Here are some key trendsâ&#x20AC;Ś

Less is more. The rise of experiences as essential. Returning to a simpler way of life has been one of the shifts that has occurred through these strange times. Coupled with millennialsâ&#x20AC;&#x2122; awareness of care for the planet, the design trend is heading back to minimalism with a sustainable focus. Overt materialism is now a turn-off. This has manifested not only in the elimination of single-use plastics for guestroom amenities in lieu of bulk refillable dispensers, well-designed of course, but also the elimination of guestroom non-essentials, such as leaflets, sewing kits, and the like. In the spirit of hospitality, these may still be available upon request

Vee Kessner, Space Studio

like stocking up a minibar. However, guests no longer demand endless consumption of electricity. Including a bar fridge in every guestroom, to be replaced in the next refurbishment cycle, is no longer necessary. Consider every aspect of the room: what is essential? Craft that with care.

New standards of hygiene and interaction, sanitation and density. As we all emerge from various levels of isolation with a heightened sense of hygiene, the impact on design in hotels will be felt. Simple solutions may include well-designed sanitation stations integrated into various areas of the hotel; a heightened importance of a towelling ritual on arrival; the ability for less density in restaurants and

bars; and, a complete review of how shared food stations or buffets will be managed. Buffets are in for a revamp to ensure better standards of hygiene and control over open food areas.

Seamless technology This period of isolation has only enhanced reliance on technology. The appeal of contactless registration and checkout, contactless access to rooms through the use of your device and the ability to access hotel offerings through apps is appealing in the new era of hyper hygiene awareness: this should be carefully balanced with an increased desire for digital privacy. While artificial intelligence can be used to monitor guest behaviours and present options to them, this should be balanced with a respect for their privacy.

AccomNews - Winter 2020

REFURBISHMENT

Consider wireless device charging stations throughout the hotel: in-room but also in shared coworking and leisure spaces. The ability to support streaming of oneâ&#x20AC;&#x2122;s own content, keyless entry, contactless payment, digital control of lighting, temperature, etc., are also worth considering. Technology is becoming more reliable in this area and new-build properties should be integrating their systems to prepare for a brave new wifi-centred world.

Solo travel: an emerging trend This drives several key design considerations for operators, such as creating meeting spaces within the hotel for informal interaction, a homely atmosphere for socialising in common areas, and providing social activities to encourage solo guest engagement and interactions. www.accomnews.co.nz

Wellness and biophilic design A focus on wellness is a wellestablished trend in hotel design that has resulted in better gyms, in-room exercise options, and healthy food options. Biophilic design is becoming a key consideration in creating interiors that provide for a wider concept of wellness that can reduce stress, enhance creativity and clarity of thought, and improve wellbeing as the world continues to urbanise. In its fullness, the concept goes well beyond the simple visual connection with nature. Three key constructs influence how this key design trend will be realised:

1. Bringing nature into the space •

Direct visual connection;

•

Auditory, olfactory, haptic or gustatory stimuli;

•

Thermal and airflow variability: subtle changes in air temperature, humidity, and airflow across the skin;

•

The presence of water through hearing or touch;

•

Dynamic and diffuse light varying the light intensity and creating light and shadow that change over time.

Manufacturing Quality since 1868

2. References to nature •

Biomorphic patterns, textures, and forms;

•

Material connection with materials that reflect natural ecology and geology.

3. The nature of the space •

Unimpeded views allowing for surveillance and distance balanced with areas of ‘refuge’ providing a secure space secluded from the main flow of activity.

•

A sense of mystery or areas to be explored and discovered that draw one deeper into a space.

Above all, biophilic design must nurture a love of place. As we await a resurgence in our tourism sector, let us prepare to provide experiences that surpass expectations, provide engagement with our people, create love for our place and surpass the needs and desires of the new mindset for tourists.

OTAGO FURNITURE www.otagofurniture.co.nz

Inspired design delivered

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

REFURBISHMENT

AccomNews - Winter 2020

Show business:

Why good TV is gold By Kate Jackson, Industry Reporter

Over recent years, and especially since lockdown, how entertainment content is accessed and consumed by your average Kiwi has gone through incredible change. As guests’ viewing and listening habits become increasingly sophisticated, the onus is on hotel management to keep up with consumer demand. Sharing his industry-specific viewpoint with Accom News, Heinrich Saayman, director of HoneyBadger Technologies, says casting in guest rooms is no longer a ‘nice to have’. “Casting devices in homes are standard, and guests expect to have what we consider standard for home in their hotel rooms.”

Viewing favourites How important is it to allow guests to easily access their favourite content through casting? We asked a couple of specialist suppliers to the accom sector for their opinions. According to Streamvision director Greg Bassine, it is vital. He told us: “Netflix has 167 million subscribers, Spotify has 248 million monthly active users and YouTube has a whopping two billion logged-in monthly users. “It is critical that hotels facilitate guest access to their preferred content during their stay,” says Bassine. “This includes not just casting functionality, but also a fast internet connection that supports streaming high definition content.” Saayman asserts ‘cord-cutting trends’ are real and we no longer want to be dictated what we should be viewing when travelling. “It puts viewing control on the guest room TV back in the hands

AccomNews - Winter 2020

How Kiwis access entertainment changed over lockdown

of your guests,” he says. “They can binge on their own Overthe-Top (OTT) subscriptions like Netflix, YouTube or Stan on their own device and cast on the big screen seamlessly.”

cloud-based platforms that don’t require onsite hardware or software that will eventually need upgrading or updating.”

Most household and hospitalitygrade TVs are Smart TVs and Bassine warns they may not be suitable for the hotel room. “My read on this is that futureproofing needs to mean

As the demand for higher resolution content continues to evolve, Bassine reports the market is moving to larger screen formats and the industry is seeing far higher levels of

Bigger and better

TECHNOLOGY

adoption in the 55-inch format than ever before. He says 65-inch and 75-inch screens are also popular with hotels seeking to meet guest expectations. “Guests expect access to the latest live, streaming, and entertainment content at a stable internet speed,” says Bassine. “With higher resolution and screens comes the demand for a stronger panel, design, and smart capability to run the content.”

Spinning a profit While the primary objective of any system is guest entertainment, from the hotel perspective there are now advanced features available which enable entertainment systems to become a revenue generation tool. www.accomnews.co.nz

Bassine says marketing departments can review usage data and reports to analyse guest behaviour and inform the direction of future promotions. “A simple example is a usage report might find a correlation between certain in-room dining options that are frequently ordered by guests who start a casting session within 5 minutes of placing an in-room dining order,” he says. “The hotel could leverage this data by then building a promotion that is displayed to guests before they start a casting session. The possibilities for hotels to leverage entertainment systems are numerous.”

Futureproofing With greater demand for an expansive and sophisticated in-room offering comes the reality of needing to support ever increasing bandwidth, network and capacity needs. After all, the majority of guests now travel with multiple devices, all requiring fast and reliable connectivity. According to Bassine: “Hotels can estimate their bandwidth requirements by assuming a consumption of 5Mb/sec per device. This is the download speed recommendation for the guest wifi, which will support guests watching HD video content on YouTube or Netflix on their own devices, for example. “Hotels that wish to provide an ‘at-home’ or ‘better-than-home’ content casting experience need to consider casting capacity as well as bandwidth to ensure guest satisfaction.” Saayman asserts that having high quality and properly maintained cable infrastructure is key. “A properly designed

wifi network maintained by a qualified LAN services provider will result in good network performance to support current casting technologies and new technologies.”

Security is paramount And while ensuring your bandwidth is up to scratch is important for ongoing delivery of

a seamless in-room experience, ensuring your offering is secure for guests should also be top of mind. Saayman believes that connectivity between the hotel’s TV and guest devices can, and must, be seamless and easy. He claims more and more vendors are developing their streaming applications to comply with the Google Chromecast platform.

According to Saayman, the import of this is that compliance with content security is managed by the platform, which means hotel management is not responsible for what is viewed on the hotel’s assets. And the news gets even better. Currently there are more than 2000 Google Chromecast supported applications (which allow streaming) available in the marketplace.

With our touchless technology* your guests can • Stream their favourite show

• Order their snacks

• Pay their bill

all via their mobile device With HoneyBadger, they’ll feel right at home. www.honeybadger.tech Copyright © 2020 SONIFI Solutions, Inc. All rights reserved. SONIFI & STAYCAST are registered trademarks of SONIFI Solutions, Inc. Google Chromecast is a trademark of Google Inc. All other trademarks used are the property of their respective owner. *Some features described may require additional software, hardware, licensing and costs.

www.accomnews.co.nz

TECHNOLOGY

AccomNews - Winter 2020

ÂŠKoonsiri â&#x20AC;&#x201C; stock.adobe.com

Could QR codes transform hospitality? Could QR codes revolutionise the hospitality industry? While far from being mainstream in New Zealand, the use of QR codes is on the rise thanks to improved technology and innovations in consumer engagement. Created in the early 1990s by a subsidiary of Toyota, QR (quick response) codes are a sophisticated form of barcode that can hold up to 100 times more information than their traditional counterparts. However, they had fallen out of favour with advertisers by 2012, in large part due to their clunky nature. In short, QR codes provide an easy link (like a hyperlink in an email) to a web page that can contain a range of content from text, images, and video or even a survey.

AccomNews - Winter 2020

from interactive marketing to trans-forming the onproperty experience.

The rise of QR codes in travel

Brendan Granger, Director, Technology4Hotels

To scan a QR code with their smartphone, users first had to download a third-party app. Now, most smartphones have a built-in QR code scanning camera, which saves a significant amount of hassle and makes the technology far more appealing. As such, this presents hotels with new opportunities to engage guests with QR codes,

QR codes are already huge in China. When it comes to travel, Chinese travellers can use QR codes for virtually every element of their trip, from booking flights to paying for hotels and handling all transactions during their stay. All of which is facilitated through WeChat and mobile payment apps such as Alipay. In fact, a new service launched last year in China lets guests scan a QR code to check whether their sheets and towels have been thoroughly washed. For hotels looking to capitalise on high-spending Chinese tourists, providing QR code technology is a vital step.

TECHNOLOGY

Of course, with growing global popularity, QR codes offer a host of advantages that all travellers can benefit from. With that in mind, here are some of the pros and cons for hotels to consider.

The pros of QR codes By pointing a camera and scanning a code, your guests can potentially do anything from making payments and learning about your rooftop bar to re-deeming rewards and booking amenities.

Enhanced room service Hotels are now starting to use QR codes instead of printed materials to increase guest engagement and create upsell opportunities. When it comes to in-room dining, physical menus with a contact number can be replaced by a QR code on the table stand. www.accomnews.co.nz

the quality of the wifi). While not a huge hassle, there are more frictionless alternatives on the horizon, which brings us to the next point….

When scanned, guests can see the menu and place orders entirely through their smartphones. Back in 2011, Radisson Edwardian in the UK introduced QR codes to their menus so guests could see a video of how their selected dish was prepared. The same principles can be used to digitise any printed material, including spa treatment men-us, pillow menus, or your hotel’s in-room compendium.

Replaced by new technology QR codes may become obsolete with the rollout of new technologies. While there are lots of potential contenders, facial recognition is the most interesting - mostly due to the seamless experience it offers. While far from becoming mainstream, Alibaba’s futuristic FlyZoo hotel shows what’s possible - its facial recognition technology includes frictionless check-in and doors that open by scanning your face.

Not only does this make accessing information more convenient for guests, but it also transforms printed information into dynamic digital content. Plus, your hotel can easily update its menus and push new offers or promotions to drive additional revenue.

Vulnerable to cybercrime

Showcasing amenities QR codes can also be added anywhere around your property to showcase amenities and make information simple to find. Upon scanning a QR code by your gym, guests could receive images or video on their smartphones about opening hours and fitness classes. Or a QR code in your lobby could link to a video promoting your business lounge, bar or your rooms and suites. A prompt can then be added to this digital content that encourages guests to make a booking or request more information. Again, this is a great way to drive extra revenue while keeping guests informed about everything your hotel has to offer.

Promoting your destination To help guests experience the best of your destination, QR codes can be embedded with details about local events and attractions. You could use this approach to promote the best restaurants in town, must-visit tourist spots, family-friendly attractions, or the latest live music festival.

Dynamic marketing QR codes are an ideal way to create more dynamic marketing content, both online and offline. For instance, an advert for your hotel in a newspaper or magazine could include a QR code that, once scanned, sends the user to a specific page on your hotel website or a dedicated landing page built around an offer. QR codes are also highly unique, so you can track (for example) which locations attract-ed the most traffic to your website.

This would require a physical image being changed, which is highly unlikely within a hotel. This is more likely an issue on posters displayed in public places such as a bus stop. If a user were to scan the ‘fake’ QR code, they could be routed to a malicious phishing website. Being taken to the website alone is not a security risk but if they were then unwittingly to hand over personal details that could be an issue.

The downsides of QR codes There is no doubt that QR codes offer plenty of great benefits. But there are also a few drawbacks to consider.

Scanning can be a hassle

QR codes in hospitality

Even without the need to download a relevant app, QR codes involve a certain amount of delay. A guest must unlock their phone, scan the code, and wait for the information to load (which is dependent on

Getting even more creative, you could place QR codes in strategic ways based on the purchase habits of guests. Imagine adding a QR code to wine bottles from a local vineyard that are available in your hotel restaurant. When guests scan the code, they could be taken to a webpage of the vineyard where they can book a tour. www.accomnews.co.nz

Another potential concern is QR code security: criminals could be able to change a legitimate QR code for their own.

Hotels are now starting to use QR codes instead of printed materials to increase guest engagement and create upsell opportunities.

TECHNOLOGY

In the past few years, QR codes have made a big comeback. Primarily because they are so easy to use and can provide ready access to a host of information. The latest smartphones can now read QR codes natively with their camera taking away the need to download a QR code scanning app. There have also been some innovative new uses of the technology, from in-room menus and marketing campaigns to providing personalized welcomes in a decorated cookie. The benefits are clear. The drawbacks are few but cannot be ignored. Will QR codes truly enjoy a resurgence and find favour in the hospitality experience? Only time will tell. AccomNews - Winter 2020

Leading the way on emergency lighting

By Kate Jackson, Industry Reporter

In an emergency, the speedy evacuation your staff and guests can literally mean the difference between life and death.

Emergency lighting, whether it is programmed to kick in when the main power supply cuts or is on permanently, is vital for crowd control in providing directional cues and helping evacuees avoid hazards as they negotiate stairwells, hallways and external grounds. AS/NZS 2293 is the latest standard covering emergency lighting in buildings. This joint benchmark, approved by the Council of Standards Australia and by the New Zealand Standards Approval Board, involves three parts: •

AS/NZS 2293.1 governing system design, installation and operation

•

AS/NZS 2293.2 governing inspection and maintenance

•

AS.NZS 2293.3 governing emergency luminaries and exit signs

Together, they outline what is required by accom operators “to ensure an acceptable level of illumination for the safe evacuation of occupants from those spaces in an emergency situation”. Stipulations include that all exit and emergency lights must be tested every six months to ensure they run for 90 minutes on battery after a simulated a loss of power. The results of the duration test, listing any

AccomNews - Winter 2020

Any loss of mains electricity, perhaps the result of a fire or flood, can plunge buildings into sudden darkness and put occupants in danger of physical injury and panic.

defects, non-conformances, and maintenance history, must be logged manually or digitally.

Testing, testing, testing There are three main ways to test and monitor emergency lighting systems. A manually tested system has exit and emergency lights wired to a test timer. A testing contractor, required to be someone with suitable qualifications such as a licenced engineer, will inspect the site and check fittings for any visible defects before activating that timer. They will then cut power to the emergency lighting (without affecting normal lights) and after 90 minutes, each fitting is inspected again to see if it is still running. There are also automatic selftesting emergency lights with an in-built timer that automatically puts them into duration test mode every 6 months. Following the test each fitting will display a pass/fail result on the LED status indicator. A qualified tester need only then do one walk around to view and record a test result. Computer monitored systems are the Rolls Royce alternative used by larger businesses to run the testing and maintenance of their emergency lighting. They speed up and simplify the process, eliminating

the need for a tester. They are run via an onsite or remote server which conducts automatic testing, relaying information from emergency fittings directly back to management software. Some also offer live status data on individual fittings for more detailed system monitoring.

Industry viewpoint James Oloi, national business development and project manager for Legrand New Zealand, told us: “In my view, the most accurate way of testing is the computer monitoring system. This is where a computer can run the test with the use of a PC and then each emergency fitting will report on the functions of the battery, lamp etc, the PC will produce a report and the failures are identified. Some systems will provide component part numbers within the system so the maintenance contractor can pre-order before attending site to fix the failures. This saves the owner or tenant the site visit and travel costs. “With quality systems, the ease of reporting and testing is a major plus. Also, there is no need for contractors to be in the building to carry out testing as it may be an inconvenience for accommodation providers and their guests.”

SAFETY & SECURITY

What works for me? Emergency lights for commercial properties are either nonmaintained, which means they only come on when the power supply to the normal lighting fails, or maintained, which means they are illuminated 24/7. Suppliers will offer a risk assessment to help identify what works best and where for your accom and provide informed advice on whether your emergency lights should work standalone or as part of a networked system. Exit lights all feature the same green with white detailing and symbols readily associated with an exit sign, while satellites and emergency luminaires come in a vast range of shapes and sizes. All can be fitted with weatherproof covers if required. Features such as mounting, accessibility, and whether the light is single or double sided are all considerations, with a unique set of circumstances presented by each property. Latest lithium-powered LED versions are the go-to for most manufacturers, offering increased longevity, reduced maintenance, lower energy consumption and extended warranty periods. www.accomnews.co.nz

What are the latest door lock developments? By Kate Jackson, Industry Reporter

Doubling as an ID badge, these cards can store the user’s access rights and information, collect audit trails and interact with numerous third-party systems, making them a flexible way to keep tabs on staff and offline doors.

Tongues and grooves may have ruled for two thousand years, but hotel door locks are now all about waves. Electronic locks have opened the doors to accessing a property’s car parks and guest suites, pool decks and gym rooms with just a flourish of a card, wristband, or smartphone. All doors throughout your accom property - whether it is the Hilton or a hostel - can be controlled and managed through an electronic system which automatically generates and monitors keys for check-ins. Access control management software can configure 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. Of course, as well providing speedy and hassle-free access, latest technology must deliver on the basics of safety and reliability. Security has previously been an issue for touchless check-in systems, but manufacturers have developed several safeguards to prevent issues of data theft. Quality suppliers ensure access

www.accomnews.co.nz

rights are sent as an encrypted digital key over-the-air using a secured transmission based on SSL (secure sockets layer) protocols. The digital key is protected by anti-cloning technology and can be deleted at any time. Suppliers can also provide an application programming interface for hotels to embed the mobile key within their own app. So, what are the latest technological developments in door locking, and how do they make life easier for managers and guests? BLE (Bluetooth low energy) is the newest kid on the block when it comes to digital door locking technology. It provides hoteliers with the opportunity to offer mobile access via gusts’ guest own devices, significantly without draining the battery life of those devices. BLE only activates radio

communication when needed and by transmitting small data packages at low transfer speeds, so it draws very little energy. NFC (near-field communication) similarly allows guests to use their smartphone as a mobile key, although is beginning to be superceded by the superior functionality of BLE. Both systems, though, allow guests to receive a key anytime, anywhere, allowing them to arrive outside of hours or skip the check-in process entirely. Mobile keys obviously offer a more cost effective and environmentally sustainable locking solution than physical cards, and they reduce the chances of lockouts and lost keys. While NFC/BLE keys are increasingly being used for guest access, the majority of accom operators choose to issue their staff with RFID (radio frequency identification) smartcards.

SAFETY & SECURITY

An industry insider told us about RFID: “When implemented as part of an online system, additional benefits include being able to remotely and instantly deactivate cards that are suspected of being stolen or receiving alerts that inform staff that a wandering intruder is attempting to use a keycard on several doors throughout a property.” For accom providers, it is worth noting that a combination of solutions may work best to service your needs. All these technologies can be complementary within a property in creating the most cost-efficient, flexible and secure access control system. As keyless door locks continue their ascendancy, is this the end for magnetic stripe cards? The short answer is yes. Mag stripe technology, offering very little from unauthorised keycard cloning, has had its day. The information stored on these cards is easily erased by any low magnetic field, which creates frustration and inconvenience for guests having to continuously visit reception to have their card re-encoded. And as they rely on friction, stripes can become worn and unable to be read.

AccomNews - Winter 2020

Why little luxuries mean so much By Kate Jackson, Industry Reporter

Humans are funny creatures. When presented with something for free, data shows we assign that treat disproportionate value. And when the gift is edible, the fact that it comes gratis seems to elevate its taste to a whole new level. In an MIT study, two chocolate brands usually sold at different price points and seen as of differing quality were offered to students. When asked to choose between the less premium product for free, or the more exclusive one at a dramatically reduced price, the vast majority of students opted for the one that was free, even if it wasn’t objectively the best deal.

AccomNews - Winter 2020

The experiment also showed the students behaved as if zero price meant not only a drop in the cost of buying the product, but also an increase in the value of it. Study author Dan Ariely says the word free “gives us such an emotional charge that we perceive what is being offered as immensely more valuable than it really is”. Humans are susceptible to affect, an underlying emotion which means free products make us happy - and that happiness affects our decision-making process. No wonder, then, that sitting in an editorial meeting almost a year after staying at a hotel for a conference, myself and a work colleague were able to recall in detail the complimentary treat which welcomed each of us to our guest rooms. Quality complimentary gifts are a powerful way to engender loyalty and reinforce brand excellence. And if ‘free’ makes even the

lowliest confectionary taste great, a superior giveaway will be greeted as manna from heaven. Of course, there are many different forms a complimentary gift can take. A children’s pack containing crayons, puzzles and colouring-ins that little ones might eschew at home become a valued extra on holiday - and branded versions can reinforce the message of generous, family friendly accom. Lollies are another guest favourite: as evidenced by TripAdvisor reviews of Melbourne’s Adelphi Hotel. One reviewer said: “Great central location, roof top pool, friendly staff, beautiful interior design, and best of all FREE CANDY! I have a bit of a sweet tooth as you may be able to tell. Every room has a bowl of artisanal candy that gets refilled every morning. Without fail ours was empty every night.” Another commented: “Swimming on the rooftop is a

FOOD & BEVERAGE

very special experience, and the in-room snacks are amazing.” Free gifts can reinforce the nature of a property - a small but perfectly wrapped box of chocolates is a heady reminder of luxury and service - but also the specifics of its location. A complimentary bottle from a local winery is a prompt to go exploring while on holidays and a reminder to return once guests get home. At a coastal hotel I stayed in recently, guests were greeted with a ‘handwritten’ note from the general manager welcoming them by name and a parcel of strawberry and chocolate confectionery topped with an edible mini surfboard. Yes, we all know this is a data grab with a hint of place setting, but there is no denying that when I walked into my room for a solo stay, the gift made my soul happy. And look - I am still talking about it! www.accomnews.co.nz

Make your gym fit for purpose By Kate Jackson, Industry Reporter

Humans have evolved the way they exercise, and gyms have evolved since COVID-19. Personalisation, hygiene, the ability to social distance and the use of smart apps is now vital. Old gym favourites, such as bikes and treadmills are being reinvented to encompass a new thirst for personalisation. Guests expect to be able to sync their wearable devices or phones with the piece of equipment they are using, so they can track their workouts and enjoy tailored video and audio. They want to save training data on a smartphone and connect with apps and training systems while they sweat. Wellness underpins the modern approach to exercise, and there is now an added focus on weights, resistance exercise and mat work, particularly from baby boomers keen to extend their golden years. Group sessions, whether they are offering spin, dance, yoga or high impact interval training, help motivate people to stick to wellness plans while travelling, www.accomnews.co.nz

and they provide a serotonin kick from the social interaction. With holidaying singles and particularly solo female travellers on the rise globally, such sessions can generate income for your business while building a sense of community, engaging guests on a regular basis and increasing endorphins through exercise to create a happy clientele. Jennifer Findlay, founder of Core Essence, advises hotels to revisit the traditional concept of the fitness centre. She told HotelNewsNow: “Visualise this: an entire floor of your hotel devoted wholeheartedly to wellness. “For a nominal fee, guests can upgrade their stay to a specialty wellness concept room and wander down the hallway to a boutique wellness lounge that offers a variety of progressive fitness, yoga and meditation programming, and perhaps hydrotherapy experiences and more.” Okay, so a wellness concierge and superfood-focused vegan restaurant might not be within the realms of possibility for most accom operators. But a hotel gym which offers regular personal trainer sessions and an array of smartphoneenabled equipment can be a lucrative proposition,

particularly if it offers a limited membership allocation to the wider community - while reducing numbers making social distancing easier, retaining a degree of privacy and privilege for guests.

Modern gyms should offer a choice of hand-held strengthening devices such as free weights, kettle bells and medicine balls alongside their multi-exercise weight and resistance machines.

By opening up your hotel gym to a capped number of outsiders, you can still maintain hygiene but also ensure that there are generally always some people exercising, so creating more of an atmosphere for guests while keeping fitness staff gainfully employed.

Funding

Equipment When it comes to equipment, managers need to be mindful not only of safety, but of practicality and balance of equipment. Some pieces are fine to be used singly, others work best as part of a group. Providing enough equipment so guests are not queuing, and placing the right pieces to work in combination, is a tricky balance. Bikes, treadmills, spinners, and steppers are all soughtafter cardio options and still among the most popular items in a gym environment. Strength equipment used to build muscle has also been in demand for some time now.

GUEST FACILITIES

The fundamental difference between purchase and a lease or serviced lease for gym equipment is that the purchase option requires an upfront capital outlay and ongoing assessment. Equipping a gym can cost anything from around $10,000 to well over $40,000 depending on size and complexity. A lease is a financed version of the purchase option, while a serviced lease covers the cost of equipment hire, maintenance, repairs, parts, labour, electrical safety compliance and equipment upgrades under a monthly flat fee agreement. Serviced leases are the most popular options for accom providers, but however you fund your gym equipment, having a service plan with a quality provider is important to ensure there are no maintenance issues that could damage equipment or cause a potential safety risks for guests. AccomNews - Winter 2020

How outdoor heating can ﬁre up winter proﬁts By Kate Jackson, Industry Reporter

Kiwis love the great outdoors and have a unique relationship with it. Let us be honest, even when we are at home we would rather be out on the deck. Nothing quite matches the satisfaction of a deck, and that thirst means we are drawn to exterior spaces all year round. Accom owners able to extend their outdoor season using cost-effective heating solutions will reap the benefits of allowing guests to enjoy gardens, terraces, courtyards, pool decks and smoking areas, even when the nights draw in and the air turns chilly. Having an inviting outdoor space to market can not only put bottoms on your polyprop chairs, but dollars on your bottom line.

Industry viewpoint As Nigel Smalls, director of SBH Solutions told us: “If you are a hotel or resort, offering additional

AccomNews - Winter 2020

If you are a hotel or resort, offering additional areas for patrons gives them more space and the opportunity to stay outside for longer.

areas for patrons gives them more space and the opportunity to stay outside for longer. “How to do this most cost effectively, and increasingly importantly, energy and environmentally more effectively, is the question.”

Safety Safety is the number one priority when considering your outdoor heating options. Level surfaces which can hold plenty of weight are essential when considering where to place standalone outdoor heaters, while sheltered

sites out of high wind areas are also important, with heaters kept a safe distance from low-hanging branches or other combustibles. Safety switches are another essential feature. Propane gas heaters should have a tip-over safety switch for automatic shutoff if the gas is knocked over, while all heaters should have an internal safety switch that turns them off if they get too hot and become a fire hazard. Cooltouch glass is standard on most commercial outdoor heaters and safety approval certification, issued by either UL or CSA,

ENERGY & RESOURCES

ensures all safety requirements have been evaluated and met for each heater.

Heating options When it comes to commercial outdoor heating options, gas, infrared and electric heaters are the three main options. Most models across the board claim a level of environmental friendliness - with green credentials boosted by a concerted effort by manufacturers to enhance efficiency and cut emissions and a focus on design in recent years means new heaters can fit seamlessly into attractive exterior spaces. The key when selecting a heater is to find what works best in terms of energy efficiency and effectiveness for your space. Outdoor spaces with ceilings up to four metres can use both gas-fired and electrically powered high intensity heaters while mid-intensity electric heaters may be more suitable for low-ceilinged spaces. www.accomnews.co.nz

Zone controls, timers and movement-triggered remotes and switches all allow for better fuel efficiency by ensuring only areas actually being used by guests are heated. Gas heaters throw out more heat than standard electric long wave or medium wave heaters. Propane-bottled, mushroom-shaped gas heaters offer flexibility of positioning as they can be wheeled around, but are generally un-flued, which means they cannot be positioned in an enclosed area because they release carbon monoxide. Bottles need replacing every ten hours or so, and there are risks associated with the possibility of the heaters being tipped over.

out and they are fine to run indoors, but they do require an expensive installation. Electric radiant heaters just need to be plugged into a regular electric socket, but more are required to heat the same area as gas heaters. They produce a soft, ambient light and heat and are safe to mount on walls, and under shade sails, umbrellas and

other fabric coverings. Infrared heaters, the newest kids on the block, provide a gentle warmth that can feel more comfortable than conventional radiant heat as they heat objects in a space rather than the air. They provide a penetrating and even heat that does not dry out the air and are more efficient than conventional electric heaters.

The radiant efficiency of short wave heaters is also high, which means fewer heaters are needed to cover an area and energy costs are lower. Good for heating outdoor and indoor areas, the drawback of short wave is that its brightness can appear too harsh. Manufacturers have learned to tackle this by coating the lamps or reflectors with gold colour, which gives more of an amber ambient light - like that from a wood fire.

Natural gas heaters are usually fixed into position on floors or walls and plumbed by a licensed gasfitter. The gas doesn’t run

…A focus on design in recent years means new heaters can fit seamlessly into attractive exterior spaces.

Medium to far infrared heaters primarily heat air, which means if the wind is blowing you lose the heat to the atmosphere, whereas short wave models radiate heat off surfaces and people. The air is heated by reradiation off the surfaces, so the comfort felt does not blow away.

www.accomnews.co.nz

ENERGY & RESOURCES

AccomNews - Winter 2020

AccomNews, New Zealand, Winter 2020

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that eat the slow