Resort News - June 2018 by Multimedia AU/NZ

resortnews Issue 262 | June 2018 | $13.75 inc. GST

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The Monthly Magazine for Accommodation Industry Professionals

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Special Report: Celebrate ’88: the World Expo that reshaped Brisbane

Profiles: Norfolks on Moffat Beach Holiday Inn Cairns Harbourside Hynes Legal management rights • hotels • motels • resorts • holiday parks • time share • hosted

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front desk |

Inside 05 Editor's Note

industry 06 News In Brief

events & appointments

37 News 39 The Last Resort

ARAMA Report

42 Resort News Sales Report

NSW Strata Report

42 New Manager Profiles

SCA Report

BCCM Report

profiles

management 17

Thinking Accommodation

Your Lot

20 Motel Market 22 Intonet 23 Strata Trends 25 Keeping House 26 Check In

property

44 Norfolks on Moffat Beach: Unpretentious, interesting and inviting

CONTRIBUTORS Andrew Morgan, Arvo Elias, Chris Irons, Col Myers, Frank Higginson, Grant Mifsud, Larry Mogelonsky, Mike Phipps, Simon Barnard and Trevor Rawnsley PRODUCTION production@resortpublishing.com.au ADVERTISING Stewart Shimmin s.shimmin@resortpublishing.com.au SUBSCRIPTIONS $165 for 12 Months/$297 for 24 Months Gavin Bill - Services & Subscriptions subscriptions@resortpublishing.com.au Resort News welcomes editorial contributions and images

Special Report: Celebrate ’88: the World Expo that reshaped Brisbane

Norfolks on Moffat Beach Holiday Inn Cairns Harbourside Hynes Legal management rights • hotels • motels • resorts • holiday parks • time share • hosted

preferred suppliers 50 Profile – Hynes Legal: Thinks differently, is different 57

The Preferred Supplier Directory

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

30 International Tourism Report

Rosie Clarke - Editor r.clarke@resortpublishing.com.au Mandy Clarke - Industry Reporter Kate Jackson - Industry Reporter

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48 Holiday Inn Cairns Harbourside: Guests feel special at Holiday Inn Harbourside Cairns

28 Tourism Report

EDITORIAL

The Monthly Magazine for Accommodation Industry Professionals

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Issue 262 | June 2018 | $13.75 inc. GST

developments

Special Report: Celebrate ’88 – the World Expo reshaped Brisbane because no one wanted the party to end

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31 People 33 Events

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Front Desk

Issue 262 | June 2018

on relevant topics for features, new product profiles and news items. Please email copy to editorial@resortnews.com. au. Images should be in high resolution (300dpi) JPEG or TIFF format. INDEMNITY Advertisers, Editorial Contributors and their Agents (Contributors) warrant to the publisher that any advertising or editorial material placed in Resort News is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Trades Practices Act or other laws, regulations or statutes. Moreover, Contributors agree to indemnify the publisher and its' agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties.

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resortnews | june 2018

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Editor's Note

Playing to win

| front desk

Rosie Clarke Editor r.clarke@resortpublishing.com.au

The Commonwealth Games hit headlines for a variety of reasons, and many have argued about the impact it has had on QLD tourism and whether the Gold Coast made the most of its opportunity. Resort News presents a special report this issue that casts an eye back to the first Commonwealth Games hosted in Queensland – Brisbane in 1982. Those Games made such a mark that Queen Elizabeth opened the World Expo in Brisbane shortly afterwards. This report looks at how Brisbane used these huge city-wide tourism events to its benefit, building itself up to become the world-class holiday mecca we recognise today. What was your experience like during the Commonwealth Games? Write in and tell us. We’d love to publish your stories! Rush over and Check In to read all about a host of new-fangled terminologies that are sweeping the accom industy by storm. Heard of ‘hairbnb’ or ‘frendzy’? Well, you have now. Check out Kate Jackson’s handy glossary to find out the humour definitions. Arvo talks about website tricks you should be

avoiding, with his Intonet column on ‘dark patterns’ this issue. Speaking of ‘dark patterns’, we have an interesting news item on a new tourism proposal: pitch black skies with strong astronomical visibility. You can also read about beginning the management rights journey, in this month’s ARAMA Report, courtesy of CEO Trevor Rawnsley; and BCCM commissioner Chris Irons talks about ending a body corporate relationship in his BCCM Report this month. In our profile section this issue, we have two lovely properties spearheaded by dynamic managers who talk about how they came to love what they do. We also have a stellar Preferred Supplier Profile this issue, with Hynes Legal sharing what makes them different. No Vacancy is coming up, and Resort News has you covered with a free ticket if you use the code: RESORT18. We will be in attendance and hope to see you there in July! Thank you for your continued readership and as always, I hope you enjoy this month’s Resort News.

resortnews | june 2018

industry | News In Brief

States urged to support crackdown on “wrecking balls accom industry”

Price hike fears follow new OTA tax plan Australian accommodation may cost more from next year as overseas travel agents pass on the pain of new tax laws. Nathan Cloutman, a senior travel industry analyst with IBIS World, told the ABC that overseas booking agencies "will most likely increase prices" following the government's budget announcement on Tuesday.

Treasurer Scott Morrison announced in the budget that GST will be applied to Australian hotel bookings made through offshore digital businesses, so they face the same tax rules as Australian businesses. The Accommodation Association of Australia is now urging states to support the tax to ensure it becomes a reality. “On behalf of the accommodation industry, we welcome the first step the Turnbull government has taken to force offshore online travel agencies to pay their fair share of tax in Australia,” said CEO Richard Munro. “The two dominant online travel agency global behemoths – Expedia, which operates the Expedia, Wotif, Hotels.com and Trivago brands, and the Priceline Group, which operates the Booking.com brand – command almost 85 percent of online accommodation bookings in Australia, yet they employ very few people in Australia and pay virtually no tax in Australia. “It’s high time that these wrecking balls of Australia’s accommodation industry start paying their way instead of robbing hard-working local accommodation businesses of revenue, costing Australian jobs. “On behalf of our members, we intend to write to all relevant state and territory ministers to urge them to support the change the federal government

is proposing to extend the GST to offshore sellers of hotel accommodation.” Mr Munro said the association would also like to see the nation’s competition regulator play a far greater role in the policy area, to ensure any financial hit wouldn’t be passed on to accommodation businesses across Australia. “While this crackdown on online travel agencies is an excellent initiative, the last thing we want is for these foreign giants to ramp up their commissions even more, meaning Australian accommodation businesses simply end up paying online travel agencies even more,” he said.

Booking websites like Booking. com, Trivago and Wotif will be expected to pay ten percent GST on all sales of hotel accommodation in Australia from July 1, 2019 to ensure fairness for local operators. Mr Cloutman believes the agencies will seek to pass on some of the extra tax burden, making accommodation more expensive. But he says they are unlikely to pass on the full ten percent because there is a "culture of cheap hotels in Australia". And he argues the competitive nature of the tourism industry could "limit the amount prices will go up" as offshore agencies compete with local booking sites

“Therefore, we would like the Australian Competition and Consumer Commission to take immediate steps to ensure this doesn’t happen. “We are also promising to continue our campaign to ban parity pricing, which prevents accommodation businesses from advertising a lower room-rate on their websites than online travel agencies.” Mr Munro said even more GST revenue could be recouped if the proposed tax change was extended to apply to sharing economy accommodation providers, including Airbnb. “Airbnb does not charge GST, which is one of many unfair advantages it has over traditional accommodation operators,” he said. ■ resortnews | june 2018

like Webjet and Stayz, and rental models like Airbnb. Airbnb will not be affected by the budget change because it falls under a different rental category for GST purposes, but it could be looked at more closely during the implementation of the policy. The Australian Chamber Tourism has welcomed the imposition of the new GST rules, saying it is pleased by the move to "tackle the inequity" between international and local booking providers. The Accommodation Association of Australia has also welcomed the move, with CEO Richard Munro calling for the national competition watchdog to ensure any financial hit is not passed on to accommodation businesses. A spokeswoman for Expedia Group told the ABC: "Expedia Group abides by and respects applicable tax laws in the countries in which we conduct business." The budget proposal must be supported by all states and territories for it to come into effect next year. ■

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industry | News In Brief

NSW to limit flood of homes Gambling giant receives converting to accommodation biggest ever fine NSW looks set to announce a cap on the number of days a private home can be rented through Airbnb as it fights to stop apartment blocks being turned into “quasi-hotels”. The overhaul follows a state parliamentary inquiry into the regulation of short-term holiday letting, launched in response to a rising tide of complaints about tourists in residential homes. Sydney, like major cities all over the world, is battling to retain affordable home rental stock to accommodate a burgeoning population as private landlords seek a better return from Airbnb guests. In New York, London, Berlin, Barcelona, and San Francisco, governments have legislated against Airbnb and other online platforms to prevent affordable housing being turned into holiday accommodation. The state government is reportedly close to revealing an overhaul of the home-sharing industry, with changes debated last week including a crackdown on ‘party houses’. Owners of homes rented out through websites like Airbnb could face two-year bans for failing

to control badly behaved guests. Since the parliamentary inquiry concluded in mid-2016, Sydney’s Airbnb listings have grown from around 15,648 to a total of 24,038 homes. According to 9News, some senior ministers oppose any restrictions on owners, while others are pushing for much tougher regulation. A consensus is likely to result in the state trialling a cap of around 180 nights a year for Airbnb rentals. Tourism representatives argue that some Sydney apartment blocks are now exclusively rented out on home sharing platforms, creating an unfair playing field for traditional accommodation. Tourism Accommodation Australia chief Carol Giuseppi described the units as “quasi hotels”, operating “without paying the taxes, without employing the people, paying the insurances". TAA and the Accommodation Association of Australia have long campaigned for fairness within the industry, arguing Airbnb should also be subject to the same GST charges as Australian accommodation providers. ■

Crown Resorts has been fined $300,000 for tampering with poker machines to increase revenue. The fine is the largest levied by the Victorian Commission for Gambling and Liquor Regulation against the gambling giant. The casino company is controlled by James Packer, who in December sold more than $100 million worth of Crown shares to keep his stake at around 47 percent, and last month stepped off the company’s board citing mental health issues. Over a period of three-and-a-half weeks during March and April 2017, certain buttons were hidden on 17 gaming machines at Crown Melbourne so that only minimum and maximum betting options were available. The trial was designed to increase Crown's revenue, although according to the Commission, it didn't alter the amount of money players received from the machines. Altering gaming machines at the casino requires the regulator's permission. "While Crown Melbourne's position throughout this process was that

the gaming machine trial did not require the prior approval of the Commission, Crown Melbourne respects the Commission's decision, which brings this process to a close," the company said in a statement. The commission said it took into account the seriousness of the contravention, Crown's past compliance history, its level of co-operation and the importance of deterring similar behaviour. It has requested that Crown provide an updated compliance framework within six months and explain how it will prevent a similar matter happening again. Independent federal MP Andrew Wilkie, a staunch critic of poker machines, welcomed the outcome but said the fine was not enough. “This is a very serious offence for which Crown should stand condemned,” he told The Guardian. “However, I do not accept Crown’s explanation that this was only a trial, because there is an abundance of evidence that the practice has been more widespread.” It is not the first time Crown has been called to account for its practices. ■

Airbnb a “huge problem” for Australia’s capital cities New research shows more than one in ten Australians now stay in Airbnb rentals when they travel, up three percent over the course of a decade. Gary Morgan, CEO of market analysts Roy Morgan, says the proliferation of short termaccommodation has far-reaching implications for all major cities. The research shows 10.4 percent of travellers stayed in home sharing accommodation on their last trip, up substantially compared to a decade earlier when only 7.1 percent chose this type of accommodation. Aside from the effects on other accommodation providers, Mr Morgan says Airbnb presents a “huge problem” for cities like Melbourne, where apartment

prices have nose-dived on the back of cheap rentals. “Unfortunately, there is a price to pay for this cut-rate accommodation and it is being paid for by apartment buyers and developers who are suffering from a reduction in apartment values caused by short-term travellers,” Morgan said. “These apartments weren’t originally bought or sold on the understanding they would be used as a revolving door by travellers from both Australia and overseas.” According to Roy Morgan, Melbourne is Australia’s favoured destination with Airbnb travellers, with 11.6 percent of people visiting Victoria’s capital city on their last trip staying in either

rented houses or rented serviced apartments on that trip, up three percent on a decade ago. In comparison, 8.5 percent of people who visited New South Wales capital Sydney on their last trip stayed in either rented houses or rented serviced apartments on that trip, up 1.3 percent on ten years ago. Brisbane has also seen strong growth in this type of accommodation being utilised, with 11.4 percent of people who visited Brisbane on their last trip stayed in either rented houses or rented serviced apartments on that trip compared to 7.2 percent in 2008. In post-mining boom Perth, however, the trend is reversed. Only 4.2 percent of people who

resortnews | june 2018

visited the WA capital on their last trip stayed in rented houses or rented serviced apartments on that trip, less than half the levels of a decade ago when the mining boom was in full swing. A mayoral candidate for Melbourne, Gary Morgan has urged the Victorian government to legislate that that those renting apartments through Airbnb stay for a minimum of one month, which “forces the traveller to invest in the maintenance of the apartment and surrounding amenities”. “Melbourne has seen a huge surge in apartments being used for Airbnb short-term accommodation over the last decade and this has cut the the value of apartments,” he said. ■

News In Brief

Occupancy down but revenue up, Games stats show

Outback visitors to be kept in the dark The expression ‘dark site’ conjures images of shady figures perpetrating unregulated evils. But for one enterprising astrologer, it represents a chance to shine a light on the brilliant desert night sky and bring tourists from all over the world to Outback Australia. Andrew Fitzgerald, an amateur astronomer, wants to turn the outback an international dark sky reserve. The Outback’s natural environment, from the red desert to the rock formations of Uluru and the MacDonnell Ranges, is already an international tourist draw.

Hotels may have been left with vacant rooms, but they still shared in an $870 million bounty thanks to the Commonwealth Games. Latest figures from market analysts STR show the Gold Coast recorded a higher revenue rate per hotel room during April's event than the three previous host cities of Glasgow, New Delhi and Melbourne. Despite reports of a disastrous opening week, in which local traders and hoteliers gearing up for a bumper Easter instead saw a marked drop in visitors, the latest data from market analytics expert STR reveals some Gold Coast hotels recorded triple-digit percentage increases in revenue. Gold Coast hotels failed to register at-capacity occupancy levels - the average occupancy rate during the event was 86.6 percent compared with the 2014 Glasgow-hosted games rate of 95.7 per cent. But average hotel prices leapt to $347 a night, an increase of more than 76 percent on the same time last year, while the opening ceremony night on April 4 saw prices more than double. And while some charged an inflated premium for rooms

during the games, it was the competitively-priced accommodation that packed out on a nightly basis. Queensland’s tourism minister Kate Jones said: "Those accommodation providers who were competitive with their prices had occupancy around about 95 percent. "We know that services like Airbnb had a large share of the market during the Games.

| industry

But its lack of population, humidity and general and light pollution combine to also make the remote geographical location ideal for studying stars. While Andrew agrees the Outback is already very dark at night, the designation would mean an extra effort to minimise artificial light from getting into the sky. "It's specifically reclaimed area for astronomical observing, so that there's all these light ordinances and regulations which controls

how light is managed," he said. "We have arguably some of the best sky in the world possibly with the exception of some of the high mountain areas.” Websites alert stargazers all over the world to dark sites, where conditions allow opportunities to see details not visible in cities or populated areas. "It allows you to see sort of fainter details, so particularly things like the Milky Way," said Andrew. "It also has an effect called the zodiacal light, it's a faint light on the ecliptic plane. We see that quite well here. "So you get things like dark nebulae which are gas and dust clouds in space which are not lit by stars and are just like a black silhouette. “You need really, really dark and good clarity conditions to see those. And here we see that incredibly well." There are already 12 international dark sky reserve sites including Aoraki Mackenzie in New Zealand, Snowdonia National Park in the United Kingdom, and NamibRand Nature Reserve in Namibia. ■

"No other big city has had a surge in registrations for Airbnb properties like we saw during the Games." The data shows more than a million people spent $870 million in Queensland directly before, during and after the event. STR spokesperson Matthew Burke said while it was encouraging to see the hotels capitalise on the Commonwealth Games, the lasting legacy could have an even greater impact on the region’s future. “As south-east Queensland continues exploring the prospect of bidding to host the 2032 Olympics, the results of this year’s Commonwealth Games will likely play a big role in the ultimate decision,” he said. ■ resortnews | june 2018

industry | Special Report

Celebrate ’88: the World Expo reshaped Brisbane because no one wanted the party to end Thirty years ago today Queen Elizabeth II opened the World Expo in Brisbane, Australia. The six-month event attracted more than 15 million people to the city’s South Bank. World expos have a long and prestigious history as urban development vehicles, and the 1988 edition helped to shape Queensland’s capital. Expos remain popular even if the basic premise – nations gathering in one place to display their technological innovations – now seems outdated. Expo 88 was an event in both senses of the word. It was a planned occasion with a specific theme, but it was also a pivotal moment – a point from which things were never the same again for the host city. This article explains the significance of Expo 88 and outlines why other cities should pay attention to this example of event-led urban regeneration.

A ‘free-enterprise expo’ Expo 88 was conceived hastily after Brisbane hosted the 1982 Commonwealth Games. The success of the Games had impressed Queensland’s prodevelopment leadership who were keen to reposition their capital as a world city, rather than a regional centre. Brisbane’s A$645 million World Expo was part of Australia’s bicentennial celebrations, but the project was conceived and organised at the state level. The Queensland government’s support for the project came with one proviso: this had to be a “freeenterprise expo”, one that paid for itself. Perhaps surprisingly, given the track record of big events like expos and Olympic games, this was achieved. Expo 88 was a success, not just because targets for participating nations, corporations and attendees were exceeded, but because the event was genuinely loved. People liked the pavilions and the formal entertainment, but they loved the riverfront setting, the animated walkways, and the

Revenue from ticket sales helped Expo 88 pay for itself. Queensland State Archives/Flickr

festive atmosphere. An academic study 15 years after the event found that memories were both strong and positive. One participant summed up the general feeling: “I remember being happy.” It’s hard to find anyone in Brisbane who has a bad word to say about Expo 88. Given that most megaevents tend to divide opinion, that’s a considerable achievement.

Sustaining the spectacle Expo 88 was a temporary event but it changed Brisbane culturally and physically. It redefined the city as one oriented towards culture and leisure, turning citizens into cosmopolitan consumers. The expo also helped to create South Bank Parklands – a 40-hectare

The queen opens Expo 88, a hastily conceived event that has had a lasting impact on Brisbane. Queensland State Archives/Flickr

site that is now the city’s most popular leisure precinct.

– with half of the site retained as open space.

However, the relationship between Expo 88 and South Bank is more complicated than is often assumed.

The behaviours, emotions and expectations engendered by Expo 88 influenced the reconfiguration of the site.

The original legacy plan was to sell the riverside expo site to developers. They wanted to create a tourist precinct typical of those that now dominate the world’s post-industrial waterfronts.

Time to think again

But the expo raised expectations and created a public appetite for a South Bank that could replicate the sociable festivity that people had enjoyed in 1988. The expo was now part of the city’s psyche. This forced the (new) government to change the plans. A revised master plan was conceived – formulated by a company that specialised in theme park design

The South Bank Parklands precinct hosts playgrounds, picnic lawns, event venues, urban beaches, paddling pools and cafes. Andrew Smith The parklands that opened in 1992 were a success at first, but flaws in the master plan, a failure to attract a broad range of users, and the lack of commercial revenue forced a rethink. The development corporation responsible for the site adopted a new vision – one to which contemporary cities should pay close attention. By designing a place that appealed to locals, and that was properly integrated into the surrounding area, officials assumed that tourists would be attracted too. The revised plan worked. South Bank Parklands is now a muchloved and heavily used part of Brisbane.

People enjoyed the expo so much that it led to a change of plans for the South Bank site. Brisbane City Council/Wikimedia, CC BY

resortnews | june 2018

This is not a relaxing and tranquil space; it does not provide a way of escaping the city like Central Park in New York does. This is a precinct that hosts playgrounds, picnic lawns, event venues, urban beaches, paddling pools and cafes. It is Brisbane’s playground – used by locals and

Special Report

The South Bank Parklands precinct hosts playgrounds, picnic lawns, event venues, urban beaches, paddling pools and cafes. Andrew Smith

visitors – providing free fun by the bucketload.

Behind the carnival mask Before touting Expo 88 as an exemplar for future projects, it is important to note less positive aspects that might be conveniently forgotten in oversimplified policy lessons. Like many other mega-event projects and waterfront schemes, the development of Brisbane’s South Bank displaced low-income groups and “scruff y” industries which were swept aside by a growth regime intent on property development and new investment. To justify the project, the existing

The temporary Expo 88 site has become a permanent playground for the city – used by locals and visitors alike. Andrew Smith

and property sales funded the expo – proving that mega-events don’t have to leave governments indebted.

site had to be denigrated. The Expo 88 souvenir program described it as “an area of derelict dockyards, unacknowledged brothels and disreputable hotels”. Only by representing South Bank as an area that was decaying, depraved and worthless could such large–scale transformation be justified.

Cities pursuing mega-projects today continue to use this dubious tactic.

Lessons for other cities Expo 88 offers multiple lessons for urban authorities contemplating similar projects. Three stand out: 1.

Revenues from ticketing, sponsorship, merchandising

| industry

Expo 88 demonstrated that temporary events change public expectations of urban space, which can drive permanent changes to the cityscape. The case highlights an important urban design principle: successful tourism spaces can be created by

focusing first on attracting locals. This World Expo project was hastily conceived, and legacy plans had to be changed several times, but the creation of South Bank Parklands means Brisbane is still partying like it’s 1988. ■ By Andrew Smith, reader in tourism and events at the University of Westminster, and Judith Mair, senior lecturer in event management at the University of Queensland.

Disclosure statement: Andrew Smith is a Jim Whyte Fellow at the University of Queensland. Judith Mair does not work for, consult, own shares in or receive funding from any company or organisation that would benefit from this article, and has disclosed no relevant affiliations beyond their academic appointment. This article originally appeared on The Conversation.

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industry | ARAMA Report

No man, or woman is an island in management rights You know the feeling – like you’ve bitten off more than you can chew and now you’re drowning. If you’ve just embarked upon your management rights journey and feel like you’re swimming in a sea of overwhelm, don’t despair. You’re not alone. Ownership of a community property business brings with it responsibilities that are more extensive than most, but management rights have been operating for almost fifty years and as a result has developed a significant operating track record and support infrastructure. The management rights industry has a diversity and complexity of stakeholders to help in its growth and success but many ‘mum and dad’ management teams - the main-stay in many

If you’ve just embarked upon your management rights journey and feel like you’re swimming in a sea of overwhelm, don’t despair. You’re not alone.

accommodation properties feel unprepared or aware of the minutiae or demands involved in managing a community property. Before addressing the standard checklist of licenses, solicitors, financiers, ATO registrations, due diligence and contracts, consider a membership with ARAMA - the peak body for resident managers nationwide. ARAMA promotes the concept of owner-operated

management rights as the most effective method of serving the interests of unit owners, bodies corporate, tourists and tenants and provides the necessary lobbying, submissions and representation required for all legislation covering multi-unit living particularly the protection of management rights. No matter how strong you are as a business owner, at some point you will feel overwhelmed. It’s just a part of the job. There’s always going to be too much to do, too many deadlines, and not enough time to fit it all in. Wherever possible, make sure that you have clear procedures and systems for all the processes in your business – everything from processing payments, to dealing with tenant complaints, or managing suppliers. That way, you have a clear framework to work with and you can approach each process in a consistent way. You don’t waste time reinventing the wheel and researching how to do things.

Australian Resident Accommodation Managers Association is the peak industry body representing the interests of people who are involved in management rights. For membership enquiries: www.arama.com.au

national@arama.com.au (07) 3257 3927 12

While it’s true that you need to wear many hats as a business owner, you don’t want to fall into the trap of existing in total isolation either because that’s when overwhelm can kick in. No man (or woman) is an island so from the outset, make a point to create a network of supporters, friends and, most importantly, other management rights owners. The difference between success and failure in this industry is often the connections you make. Ensure that the brokers, accountants and solicitors you are dealing with are industry specialists - ARAMA can facilitate these introductions.

resortnews | june 2018

Trevor Rawnsley CEO ARAMA

Violet and Les, resident managers of Somerset Gardens – a longstay residential property on the Gold Coast, spent three years researching and looking into management rights before opting to leave the medical industry for the purported MLR lifestyle benefits, then the panic set in. Despite a two-week management transition, Violet confesses to feeling ill-equipped and at a loss to handle the intricacies of the new industry. “There was always so much to remember and do,” says Violet. “We were exhausted and felt exposed, and I remember our solicitor saying ‘don’t worry the air will clear in six months’. It did, but largely due to the fact that we reached out and connected with ARAMA and attended the Management Rights Induction Training Program (MRITP).” “Run by industry experts, the MRITP course was exactly what we needed. The information was comprehensive and easy to assimilate, but more importantly, access to other people experiencing the same issues and being able to network was invaluable. “I would highly recommend ARAMA membership and participation in the MRITP to anyone considering getting involved in management rights,” adds Violet. Enrol in the training courses and go to the industry networking where you know like-minded people hang out. Sometimes, the mere act of talking to someone else who can understand what you’re going through can be enough to move you forward. Ultimately, the management rights journey can be unpredictable and all-consuming but if you have the right support structures in place, this wild and crazy ride can also be one of the most rewarding things you will ever do. And remember, ARAMA membership is tax deductable. ■

industry | NSW Strata Report

Changes are fast coming for NSW real estate licensing The Property, Stock and Business Agents Amendment (Property Industry Reform) Bill 2017 has now been passed by both houses of the NSW parliament. The accompanying regulations are still being finalised and the new legislation is expected to come into effect in the latter part of this year (possibly October or November).

How the new legislation will work The new licensing framework will have three levels of licences: 1.

Licensee in Charge (Class 1);

Licensed Agent (Class 2); and

Certificate of Registration Holder (Class 3);

The highest level Licensee in Charge (Class 1) licence will be required for anyone working as a

licensee in charge of a business. In order to apply for this licence, a person will need to have two years’ work experience and must have also completed a diploma from the National Property Services Training Package. The government takes the view that, given the level of responsibilities of licensees in charge, these training and experience requirements are considered appropriate and will enhance industry professionalism and help minimise consumer detriment; The Class 2 licence is equivalent to the current full real estate agents licence. Class 2 licence holders will be known as ‘licensed agents’. Licence applicants are already required to complete a Certificate IV-level qualification and this requirement will remain. However, the reforms mean that Class 2 licence holders will also need to

Col Myers Small Myers Hughes

have 12 months’ industry experience to apply for a full licence;

another three hours of CPD focusing on business skills.

Certificate of Registration holders (the Class 3 licence) will need to complete three additional competency units from the Certificate IV qualification, increasing the total to seven competency units needed to become a certificate holder.

So how will the changes affect building managers in NSW?

Continuing professional development (CPD) Class 1 and Class 2 licence holders will have to complete six hours of CPD annually. This will involve three hours of compulsory topics and three hours of elective topics. This is an increase from the current requirement for 12 CPD units that take four hours to complete. Licensees in Charge will have to do the same six hours as Class 2 licence holders, but will also have to do

The onsite residential property managers licence will cease to exist. Holders of the current licences will be grandfathered onto the real estate agent’s licence with appropriate restrictions, so that their business operations will not be affected. This will avoid any interruption to routine business operations from the licensing reforms. The range of activities for grandfathered licence holders will be restricted, unless they complete the additional competency units required to qualify for a full real estate agents licence (as will be required in the revised qualifications order). In other words, existing holders of an onsite residential

SCA Report:

12,000 private buildings in need of review

Simon Barnard President, SCA (Qld)

Since last year’s tragic Grenfell Tower fire, there has been a troublesome worry hidden at the back of strata owners’ minds. This ‘sword of Damocles’ has come in the shape of non-conforming building products, commonly referred to as flammable cladding, and it has dangled precariously above the majority of the strata community. Near impossible to identify without the appropriate training, access to building material records, and often even a laboratory, the issue has left strata residents concerned for their safety and their financial well-being. For the question remains, If flammable cladding is found, who pays for rectification costs? Last month, the Queensland state

government released a status report prepared by the Non-Conforming Building Products Audit Taskforce (NCBPAT). Following some initial audits into the materials used on Queensland buildings, the NCBPAT found that around 12,000 private buildings may need a replacement or modification to their cladding. Understandably, the taskforce has been very cautious with their approach, but their experience with government buildings has shown that roughly 10 percent of privately owned buildings across Queensland will need a more detailed assessment. The report clearly identified that it is difficult for any party other than the owner to undertake the review of their building due to multiple jurisdictions, various pieces of legislation, and

enforcement powers. The report has been released just a few weeks after the Building Minister’s Forum, attended by federal, state, and territory ministers, delayed the naming of responsible parties and requested further time to investigate the group accountable for rectification costs. So far, it is this question that is of the foremost importance to SCA (Qld); who will fund any replacement or modification of external cladding? During the audit process, SCA (Qld) has been working closely with the taskforce to provide a direct communication channel from the strata sector to government and ensure the unique traits of the strata sector are being taken into consideration. We have also

resortnews | june 2018

recommended that our members discuss with their relevant bodies corporate whether an inspection should be made to identify the possibility of combustible cladding on their buildings. As of yet, there is no legal requirement for a review to be undertaken, but NSW has recently introduced legislation mandating inspections, and there is a belief that the taskforce may recommend the same for Queensland. However, it’s interesting to note that NSW does not yet require the rectification of flammable cladding, and they are also yet to determine who shall be financially responsible. Included in the report were recommendations on how to undertake building assessments as

NSW Strata Report property managers licence will be issued with a Class 2 agent’s licence, but with a restriction that the agent can only carry out letting unless the licensee upgrades. Managers that hold a current full real estate agents licence will presumably also need to hold a Class 1 Licensee in Charge licence. This will be a concern for those that do not have two years’ experience working in the industry. All new entrants to the management rights industry will need to obtain the Class 2 agent’s licence and, on face value, a Licensee in Charge licence. This might prove to be impossible for many. One benefit of the new Licensee in Charge licence is that it will provide more flexibility as a licensee in charge will be allowed to supervise more than one office of the same business. In other words, if the business has two or three different locations, there does not have to be a licensee in charge physically at each venue (which is currently the case).

Industry concerns I am aware that ARAMA has made a number of representations to the

replacement may not be required in every instance. Assessment, as recommended by the Insurance Council of Australia, is to include both the identification of the material used and the installation methodology, thereby enabling evaluation of the risks posed by the use of these materials. Once this is completed, there may be remedial actions that the body corporate can undertake in order to lower the building’s residual risk to acceptable levels. However, cladding is such a specialised area that the taskforce has partnered with the University of Queensland to provide a continuing professional development (CPD) course to upskill fire engineers. The first course, run in January 2018, was well received by the industry and

| industry

New South Wales government, setting out its concerns about the loss of the onsite residential property managers licence and any requirement for an onsite manager to also obtain a Licensee in Charge licence. Clearly, the Licensee in Charge licence makes sense for a traditional real estate agency that has numerous employees and/or a number of offices. However, it makes no sense at all for it to also apply to an onsite manager that primarily lets lots in its complex and may negotiate the odd sale.

A H A P PY GUEST

It remains a concern for the industry in NSW that new entrants will need to obtain a full real estate agents licence (and possibly a Licensee in Charge licence) in circumstances where they may not have the requisite one or two years’ experience working in the real estate industry.

STARTS WITH

ARAMA is continuing to push for relief for its members in the regulations, so that when drafted, they will exempt onsite managers from having to hold a full real estate licence and/or a Licensee in Charge licence where they only intend to carry out letting in the complex that they manage. Watch this space! ■

graduates are now providing zservices to the community. The taskforce also proposed to broaden this CPD approach and include building certifiers and design professionals.

A GOOD N I G H T 'S REST The only beds in Australia recommended by the ICA.

Overall, it’s fantastic to see the Queensland government taking such a proactive approach to this issue. Many questions remain unanswered, but the specialised knowledge required to tackle this problem means it is essential that the state and federal governments provide direction and proper regulation. In the meantime, SCA (Qld) will continue to work with the taskforce on identifying solutions for the strata sector that do not result in significant expenses being carried by owners. ■

For more information contact 1300 654 000 or visit ahbeardcommercial.com

resortnews | june 2018

industry | BCCM Report

Ending a BCM…

Chris Irons Commissioner for Body Corporate and Community Management

For many bodies corporate, a body corporate manager plays an indispensable role in assisting the body corporate carry out its responsibilities. As is the case with any professional relationship, the relationship between a body corporate and a body corporate manager might not always go according to plan and there may come a time when the body corporate (or indeed, the manager) thinks it is time to end the relationship.

the services of their manager, they may wish to see out the term of the contract and then source quotes from other managers for consideration at the annual general meeting.

My office regularly hears from committee members and lot owners who are experiencing problems and consider that replacing the body corporate manager

In this article I will cover a few of the considerations for this type of situation. Firstly, let’s remind ourselves of a couple of important points: •

A body corporate does not have to have a body corporate manager;

•

If a body corporate does have a manager, that manager is appointed under a contract;

•

Even if a body corporate has a manager, that does not mean the body corporate manager does everything on behalf of the body corporate – the manager’s contract outlines what they should and should not be doing and even this does not absolve the body corporate of meeting its responsibilities; and A body corporate manager acts on instruction from the body corporate – not individual owners - and does not have the ability to unilaterally make decisions on behalf of the body corporate.

As I note above, the body corporate manager is appointed under contract and following a vote at a general meeting. The term, remuneration and duties of the manager are provided for in the contract. If a body corporate is not happy with their manager at a point

during the term of the contract, it is imperative the body corporate – through their committee – talk about the issues with the manager sooner rather than later. Often times, articulating the concerns can lead to a fairly quick and simple solution from which all parties can move forward. In discussing its concerns, the body corporate should consider what is behind these issues – is it a lack of communication? Is it a lack of understanding (from either party) about what is and is not required? Has the body corporate provided adequate and clear instruction to its manager and if not, is there a way in which the committee might better do this in future?

the performance of a contract by a manager, which involves the issuing of a remedial action notice (RAN). My office has no capacity to provide information about contracts, the ramifications of changing or ending a contract or how, when or if a RAN should be issued. These are all matters which, again, may require legal advice. Similarly, my office has no jurisdiction to resolve disputes between a body corporate and its manager about the performance of the manager’s contract. These are known as complex disputes and typically will be resolved in the Queensland Civil and Administrative Tribunal.

That said, there may be a range of issues or issues that are insurmountable from the body corporate’s perspective. If so, it is essential the body corporate bear in mind that they have a contract with the manager. A contract places obligations on all parties to that contract and if a body corporate – or manager – is considering ending that contract, it should seek legal advice about the ramifications of doing so.

It may also be that the body corporate and its manager mutually decide that the relationship should end earlier than specified in the contract. In such situations, all parties should turn their attention to the practicalities of the situation, for example, how the body corporate manager will arrange transfer of records back to the body corporate (or the new manager).

Body corporate legislation prescribes a particular process for rectifying concerns about

In practical terms, if a body corporate were to decide that they no longer wish to engage

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This can be done by the committee or an owner may wish to put forward a motion along these lines. Similarly, a manager who is wanting to end its relationship with the body corporate might also decide to see out the balance of their contract term and not seek reappointment at the general meeting. My office regularly hears from committee members and lot owners who are experiencing problems and consider that replacing the body corporate manager – either early in the term or at a general meeting - is the solution to those problems. While that may or may not be fair and accurate for the situation, I would caution people thinking this way to take heed of the old adage that the grass is not always greener. Simply engaging a new manager may not change anything if the real issue is a lack of communication or understanding amongst all the parties, or if owners and committees do not have realistic expectations about what a manager’s role is. In advocating for a change of manager, bodies corporate and owners would also need to consider if the proposed new manager is ‘right’ for them and their circumstances – how accessible will the new manager be? What services do they offer and how relevant are these going to be for the scheme? While my office does not maintain a register of body corporate managers or comment upon the performance of individual managers, we do provide a range of information about roles and responsibilities as they relate to engaging a body corporate manager. ■

Thinking Accommodation |

Why does everything have to be so damn difficult? For those of you who may still think the photo I use in some articles is current, it is not. The look of shock on some faces when we first meet suggests that it might be time to update said image and nothing confirms my retreat into older age more than recent events. Yes, it’s true. The managing director and I have purchased a caravan. But Mike, you’re too young, I hear you cry.

I know of several other industry specialists who call something on four wheels home for at least part of their leisure time

Having spent a couple of weeks living in a very small yet simple space with no real need to interact with the modern world, I find myself wondering, when did things get so complicated and just plain hard? It seems to me that, in my game, there are two key drivers within the banks (and most other large corporates) that are working to make things more difficult and slower than they need to be. The first is something we see in a lot of larger companies and it’s got a very misleading name. Efficiency. We are introducing a new process to aid efficiency. We are closing your local branch in an efficiency

Mike Phipps Mike Phipps Finance

takes maybe 10 blokes (it’s always blokes) to do a bit of roadwork, fill in a few potholes, that sort of thing. Anywhere else that’s a couple of workers on the stop/go signs and eight people swinging shovels. Not here, though. Here, we have eight people on the signs and two people on the tools. Gotta love compliance. It’s the same idea in finance and, post-banking enquiry, it’s going to get worse. Just as our law-makers assume we can’t drive through some roadworks without a cast of thousands supervising us, they also believe we can’t make decisions for ourselves regarding our finances.

Nonsense, the MD may be too young, child bride that she was, but I am certainly age qualified. In fact, I know of several other industry specialists who call something on four wheels home for at least part of their leisure time. Of course, if you live permanently in something on wheels that may suggest a separate issue but let’s not go there. Miraculously, we have just completed our maiden voyage without killing each other or needing to brief counsellors or lawyers. We had a ball, not least because my parents, who are in their 80s, accompanied us in their van and seemed to take great delight in seeing us adjust to life on the road. They are an amazing couple coming up for 60 years married and they still cycle and play tennis. Even fitted in at the Byron pub! Of course, all good things must come to an end, and we are back home and coping with the day to day issues of life.

management

drive. Calls will be taken by our wonderful staff in Mumbai in our relentless quest for efficiency. Loan security documents will be prepared offshore, etc. It’s all garbage, of course.

Used to be two weeks. Gotta love efficiency! And, because banks are cutting staff and no-one on the front line can make a decision any more, allow another two weeks for an approval and Letter of Offer.

Efficiency is corporate-speak for cost-cutting and the consumer be damned. The challenge for all companies is that they are judged on their share price and return to shareholders with little value placed on service. Better to use up the consumer’s time, sitting oncall, waiting, than have sufficient staff to actually pick up the phone. Better to have a talented banker desk bound and stressed out of his or her mind than provide sufficient support for them to do a good job.

That’s six weeks, if everything goes perfectly. Not long ago, finance dates were set at 28 days: now we are advising clients to work on 48 days minimum. That’s a 70 percent increase in the time it takes from contract to formal documented finance approval. It’s not unusual for us to encounter people who have been waiting months for an answer from their bank on a credit application. Gotta love efficiency.

I could go on but you get the picture. A while back the banks, in an effort to introduce further efficiency, adopted an automated valuation quote and instruction process. We reckon it’s added, on average, two weeks to the time needed to get our hands on a management rights valuation report. So, look at a four-week valuation period as a minimum and you won’t be disappointed.

So, that’s driver number one in the game. The second, and I suspect soon to be number one contributor to this sorry state of affairs, is compliance. We live in an age and culture of zero personal responsibility, so we need lots of rules and laws to protect us against both ourselves and our fellow citizens. I’ve travelled a bit and I think we might be the most nanny state centric place on the planet. In most countries, including Australia, it

resortnews | june 2018

The laughable level of disclosure and documentation banks must provide has led to very simple financial products and services being delivered with mountains of paperwork, Product Disclosure Statements and the like. Who reads all that stuff ? We do, when it’s for a client, but let me tell you, when it’s my own personal matter I check the summary page and throw the rest in the bin. Bet you do, too. The sad fact is that in an effort to protect the poor, misinformed consumer we are simply delivering an impenetrable blizzard of rules, paperwork and compliance. Great result if you are in my profession: the more complicated the process, the more value a finance broker adds.

Here’s a thought… Why not spend the money saved through efficiencies on consumer education? Surely if we all understand how finance works we can make educated decisions and think for ourselves. Whoops, what a silly idea. Next thing they’ll be cutting the numbers of stop/go people on the assumption that we all have a driver’s licence. It will never work. On a parting note, the van is on the footpath and available via Airbnb. Should prove a nice little earner. ■

management | Your Lot

Variations, top-ups, extensions and options These are all words that we use interchangeably in our day-to-day management rights and motel dealings but they mean different things to different people.

Asking for further term all sounds fine in theory and we do know that topping up management rights agreements can be a contested exercise, subject to who you have in your body corporate

Take this example…

If the only difference was the term of the management rights agreements or the lease (say one has two years to go and the other 25 years). Without doubt there would be a difference in their value. That is as close as we get to giving valuation advice. Our (unfortunate) experience is that lots of management rights and leasehold motel owners are not necessarily aware of the need to top up their agreements or lease (add a new term) or to exercise options in their agreements or lease (bring into existence an already granted term). If you know all about that, then great. There is probably nothing more to see here and you can move on! But if that sounds like complete gobbledygook then you need to read on: the value of your business is at risk. Here are some management rights basics: •

If you are in the Standard Module you can have an agreement that lasts for up to 10 years;

•

If you are in the Accommodation Module you can have an agreement that lasts for up to 25 years;

•

Your agreement can go up to those maximums even if it was previously granted for less than those terms.

Director, Hynes Legal

Options are when you bring existing rights into existence.

The term of a management rights agreement or a motel lease is one of the integral parts of their value.

Two management rights businesses or leasehold motels sit side-by-side. They are, for all intents and purposes, identical styles of business.

Frank Higginson

Motel leases are easier. Their term is not regulated by statute and they are usually more in parallel with Accommodation Module management rights agreements – being a term of 20 years or more.

Options Let’s talk about options first. These are also sometimes called extensions. The term of any management rights agreement or motel lease that has been granted can be broken down into an initial term and any number of options. Some agreements or leases are simply for a set term (e.g. ten years from June 1, 2018 to May 31, 2028). If that is the case, the term is set for that period. There is nothing more that you need to do to secure it or make sure it stays on foot – other than meeting your obligations under the management rights agreements (usually related to caretaking services) or the motel lease (usually related to paying the rent). Other management rights agreements or leases can be drafted as a term with an option (e.g. five years from June 1, 2018 to May 31, 2023, with an option for a further five years from June 1, 2023 to May 31, 2028). There are multiple variations to this – the term could be a ten-year term with three additional five year options, or a three-year term with a five-three-year options – the combinations are endless. What is most important is that if

you have an agreement or lease with an option clause, you must know what is needed to exercise it. If you fail to exercise an option, your agreement or lease will come to an end. It is as simple as that. What you are then left with in a management rights is a piece of real estate (if you own one) and a bunch of letting appointments and potentially a month-to-month caretaking agreement. You can keep letting with a full licence, but the value of your business will take a severe hit. In a motel lease you are left with a month to month tenancy. In either case you are then at the mercy of the body corporate or the landlord in terms of whether you are going to be granted any further term. From a banking perspective, as long as the options are exercisable at the discretion of the manager or motelier, the bank will count it as term for the purposes of their loan. But what banks usually won’t do is remind you to exercise the option. If you don’t know when your option is due we can remind you about it. Just reach out to us and we can guide you through it. If you don’t know whether you have an option you must ask. You cannot afford not to.

Variations Then we move onto variations. These are also known as top ups and (confusingly) extensions or variations.

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A variation is when you create a new term. For management rights this has to take place at a general meeting and be approved by ordinary resolution – which is simply more votes for than against the motion of those who choose to vote. A body corporate must have an AGM once a year and our experience is that the AGM is the best place to consider one of these motions. Motel leases can have options created simply by agreement with the landlord. Failing to vary your management rights agreements or lease to create a new option term doesn’t have the drastic consequences that failing to exercise an option does, but over time it can. The longer you leave it to top up, the harder it can be. Our recommendation to clients in the Standard Module is to make sure you get a top up at least every two years and definitely have at least three. That way you never has less than seven years to run. In the Accommodation Module we suggest when you get to 20 years you add another five. We apply this same principal to motels. A big difference between motels and management rights is that with a motel lease a landlord can ask for payment for the granting of a further option term. That cannot happen in management rights as that is prohibited by law. Asking for further term all sounds fine in theory and we do know that topping up management rights agreements can be a contested exercise, subject to who you have in your body corporate. Motel leases are usually easier as it just comes down to money. In either event the starting point is to know when you should do it and then address from there the objections you need to overcome. ■

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www.evoheat.com.au | 1300 859 933 resortnews | june 2018

management | Motel Market

Know the cost

Andrew Morgan Motel Broker, Qld Tourism & Hospitality Brokers

Hopefully we all love or enjoy what we do for a living; however, we do not do it for the sport. A business must produce a profit to survive. Knowing how or what is needed to achieve a profit is a starting point. In its simplest form, product-cost plus mark-up equals selling price. When a product or service is offered to a market, what it costs a business to purchase then get that product or service to the market in a position to sell is the breakeven point. By understanding where the breakeven point is and what the product or service can be sold for in the market, one is able to know the following: 1.

The profit level of the product or service

The amount or volume of sales required to make a profit

The impact on profit of declining tariff s/prices or volumes of sales

The level sales can reduce to before a loss is incurred

The addition of a mark-up to make a profit and still be competitive then determines the price the product/service will be offered at. The product of the motel room and associated services cost the operator to rent the room in wages, cleaning products, laundry/linen, electricity, insurance, wear and tear, etc. A combination of fixed and variable costs. If the total cost including these expenses and others are unknown, then how can the price be set to ensure the business is not losing money on the sale. If a motel is selling a strong number of rooms at a solid occupancy rate; however, at the end of the month there is no money in the bank account, then alarm bells should be going off. Accurate costs to rent a motel room offer very useful tools of measurement or key performance indicators (KPIs), so a motel

operator can know how much they can afford to rent a motel unit for to breakeven and then to make a profit. Each different accommodation business/property will have different cost bases. The reasons why can be due to several factors that affect this figure – property features, operation and utilities.

buildings such as metal staircase hand rails, roofing, etc. Building movement in some areas may create brickwork cracking and other issues. •

Property features •

•

Unit size – the square metre area that the unit occupies. A standard studio unit costs less to occupy than a twobedroom unit. Self-contained – the cleaning costs alone to rent a self-contained unit can be substantially higher.

•

Age of property – how old the property is may determine how much upkeep is required to the buildings.

•

Standard of property – if a motel is in disrepair it will require more expense to maintain.

•

Location – sea air may increase corrosion of

•

Unit fit out – what condition is the furniture and fittings in? Does the high level of humidity require tiles rather than carpet? Are blinds or block out curtains required?

are due? Interest rates will rise and fall changing repayment amounts. Interest payments will be applicable with leasing as well however the level of borrowing will be generally lower than a freehold purchase. •

Type of clientele – the motel’s business could be corporate customers, tourists, families, contractors, etc.

Restaurant – a restaurant will substantially increase many costs; however, this is a separate income department where the same considerations on what it costs to produce that product are relevant.

•

Laundry – is the linen cleaned onsite or off site at a commercial laundry?

•

Staff levels – are staff ing levels correct or is the business over or under staffed?

General services/facilities – a lift on-site, trees and gardens, swimming pool, spa or sauna are all services/ facilities that contribute to the cost base.

•

Owner/operator or under management – the cost of management wages will increase the cost to rent a motel unit. This can be a moot point as the owner should expect to pay themselves a wage for their time anyway.

•

Consumables – what type of soaps, tissues, shampoos, etc are included within the unit?

Operation •

Lease/freehold – is the tenure leasehold with a rental to be paid each month, or is it freehold where mortgage repayments

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Motel Market |

•

Cleaning – are the cleaning products the most cost effective? How long are the cleaners allocated to clean each room, e.g. 20 minutes, 30 minutes, or unlimited?

land value is not as high as a beachfront property. •

Electricity/gas – the costs of electricity have risen substantially in the past three years.

•

Eftpos/credit card fees – the fees charged by some credit card operators are higher than others.

•

Telephone – What type of phone system does the motel have? Is it reliable in its charging of customers?

•

Marketing – is the motel a member of a chain? The fees paid to a motel chain form part of the cost to rent a motel room, as does the commissions for booking sites and any other marketing initiatives.

•

Land tax – Is land tax paid by the property owner, Lessee or not applicable?

•

Insurance – the cost to insure properties has more than doubled in some areas over recent years.

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Costs easily add up and can ‘blow out’ if not contained.

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Are you guilty of dark patterns? Arvo Elias Cybercons

If you could kick the person in the pants responsible for most of your trouble, you wouldn't sit for a month.

there in annoyance but they have, at the very least, captured your email address.

– Theodore Roosevelt That quotation is becoming more relevant each day when we consider our websites. It really is no longer good enough to leave things to your content writers and website designers. Because of the issues raised by the American elections and the Facebook fiasco, European internet laws have just come into force bringing with them previously unimaginably severe consequences for those who are found in breach.

Harry Brignull defined dark patterns as online design choices that obscure and manipulate a website's true intention or function

There is little doubt that the European model will soon be emulated globally. These consequences will extend to individuals and corporations alike. And that immediately puts many of the techniques used on our websites into sharp focus and questionable legal standing. New term: dark patterns You may not be familiar with it but there is little doubt that we all have seen them quite often. The term was brought into use by designer Harry Brignull who defined dark patterns as online design choices that obscure and manipulate a website's true intention or function. Privacy’s Blueprint ~ The Battle to Control the Design of New Technologies, is a book authored by Woodrow Hartzog; a professor of law and computer science at Northeastern University School of Law and College of Computer and Information Science. Every day, internet users interact with technologies designed to undermine their privacy. Social media apps, surveillance technologies, and the ‘internet of things’ are all built in ways that make it hard to guard personal information. And the law, as it stands, says this is okay because it is up to users to protect themselves, even when the odds are deliberately stacked against them.

The dark patterns we are talking about are the devices sites use to make us feel secure. Just like the lock symbol we are all so familiar with. If we feel secure we are more likely to share our information with them, share posts, send emails, join groups. Facebook's settings page, showings a badge and lock symbol. Facebook also uses lock and badge symbols in its settings. For companies like Google, Snapchat, Twitter and Facebook, which make the majority of their income from advertising, more action equals more data. All the better to understand you and sell that understanding to brands. And this is precisely why clever wording to opt out or prevent the installation of software or other active code on your computer is so often misleadingly described. Often, the negative options are either made very small or psychologically placed to lead the end user skip or gloss over these toggles. Users may also be given choices that oversimplify the impact on their privacy by giving them binary options and lack nuance. A simple but topical example given

by another writer was if you are given the choice to use a switch to turn facial recognition on or off. If you turn it on, you get all the benefits of facial recognition and the risks that come with it, yet if you turn it off you get nothing. Again that is leveraging a human reaction, the fear of missing out. That term has already become part of the popular acronym language in use, FOMO. Yet, the alternative can be just as troubling. If you get too much control by having dozens of toggles and switches you drown in a sea of choices. That result will also suit the data collector because one tends to give up and agree to anything for the sake of ease and not having to make decisions. Another ploy is to offer something special if only you fill in this simple form. To proceed, you are asked for your email address and then a string of whatever the operator is fishing for. You come to the end of the questionnaire only to be advised you will be contacted in due course or the offer ended a few days ago. You click out of

resortnews | june 2018

Companies that rely on extracting user data as a business model need users to believe they are safe and in control. Despite what the platforms' privacy settings may suggest we are not secure. After all, most companies never stop asking for your data. Those of us who interact with booking services, offer specials or collect email or financial information are all guilty of this. And these are not exhaustive examples. The point of this tale is to warn you that practices as described, and there are many more, will become punishable through regulations or web search result ranking. Because of the enormous sums involved the big offenders will restructure their models and indeed will also detect such strategies and possibly penalise the sites they index or favour. If for no other reason than as an attempt to prove how proactive they are in maintaining integrity. I am anticipating such approaches by Google and other indexing and ranking services perhaps to protect their own existence. How often have you visited a site where, even if you say no and turn all the knobs 'off ', you are still going to get nudged or outright 'platform-bullied' into saying 'yes' over time? Anyone who has downloaded Facebook's messenger app and turns notifications off is all too familiar with the ceaseless requests when you open the app to get you to turn notifications on. Professor Hartzog said we need new platform design rules that respect our need for obscurity. We expect our restaurant conversations to disappear into the ether, for example, so why not our text messages? So please think of your own site in a more critical and even analytical way to avoid inadvertently being caught up but yet another web debacle. ■

Strata Trends |

Allergies close door on pets in apartment complex Concerns raised in an apartment building that the resident manager had life threatening allergies to animal dander resulted in a body corporate committee successfully banning a dog from the property. The dander case, reported by Brisbane law firm Hynes Legal and involving a dog named Daisy, highlights the complexity for body corporates in dealing with issues surrounding pets, including disputes between residents over problem pets. The dander drama followed many Queensland body corporate committees reviewing their pet by-laws, following a decision that a by-law containing an absolute prohibition on pets was unreasonable or oppressive. Many new by-laws now include conditions that owners have to meet

Grant Mifsud Partner, Archers the Strata Professionals

The dander drama followed many Queensland body corporate committees reviewing their pet by-laws to obtain an approval to keep pets. In the matter of the animal dander (the skin flakes, saliva and urine of an animal which can cause an allergic reaction for some people), the resident building manager at the Gold Coast apartment complex had a heart condition and asthma.

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Evidence was put forward that the asthma could potentially be exacerbated by the animal dander and given that the resident manager’s role extended to all parts of the common property, he would inevitably come into contact with animal dander.

dander could be brought into the strata scheme via occupiers coming into contact with animals outside the scheme. The adjudicator supported the committee’s refusal to allow the pet on this basis, even though the basis for the committee’s original decision did not reference the dander. However, the adjudicator did not shut the door completely on the matter, ruling “there may be potential for conditions to be developed that could ameliorate the transmission of airborne allergens and so minimise the risk of any adverse impact”.

It was acknowledged that animal

The applicant in any complaint

get on top

about a pet causing a problem in a strata scheme bears the onus to make their case. Video footage of a dog barking briefly on one occasion is not evidence the dog is or has been causing a nuisance. There are some complaints made about pet noise when the noise was coming from a dog on a neighbouring property. In all cases, a body corporate must only issue a contravention notice or lodge an application alleging a bylaw breach if it ‘reasonably believes’ there has been a breach of the bylaws for the strata scheme. If you have a dispute with the body corporate, the committee or another owner or occupier, you must try to resolve it with the other party first. This is known by the Office of the Commissioner for Body Corporate and Community Management (the BCCM office) as self-resolution or internal dispute resolution. ■

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Keeping House |

Bad Mammy.

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Wily Irish Mammy Housekeeper

To be sure, we are all susceptible to the odd bad day and our very own Wily Irish Mammy can forgive many an honest mistake. However, being practically perfect in every way, Mammy often “blows her top” when she hears about lacklustre cleaning habits and she is horrified by housekeepers who break bad.

Wily Irish Mammy’s top 10 ways housekeepers can go bad… 1.

They ignore filthy entrances – Guests immediately spot bad housekeeping when they arrive to dirty finger-marked doors and foot marked floors.

Forget to clean the elevator’s threshold – so full of dirt and dust you could grow vegetables in it.

Leave food to go off – It is June and guests find food items at the back of a kitchen cupboard - missed by a bad housekeeper before Xmas.

Slow? They are still cleaning the room when guests enter but carry on regardless.

Slack off? A bad housekeeper takes a nap in one of the rooms they’re meant to be cleaning. (Note: only Bono the beagle has ever been caught doing this).

Takes revenge – Of course, Mammy has never done this, but has heard whispers about housekeepers who break bad and clean the floor and toilet with the guest room towel and return it to be used again by the guest. Let’s not even

mention the unforgivable things that can be done to a toothbrush of an especially rude guest! 7.

Stalking? Bad housekeepers rummage through guest’s personal possessions and try on their clothes, make up, jewellery or perfume – again Mammy has never done this!

Cheating? When they are busy bad housekeepers take cleaning short cuts such as: merely smoothing unchanged sheets and refolding towels from a previous guest, also not replacing glasses and cups, and they skip vacuuming. A bad housekeeper will justify “bed linen - if it looks clean and not wrinkled then it doesn’t need to be washed”, of course these words have never left Mammy’s lips!

Gossiping? A good housekeeper never tells, not even about the guest who left vomit in the bin, diarrhoea all over the bathroom, and especially about guests who leave a mess so “feckin” bad CSI forensic cleaning skills are needed! A bad housekeeper spreads the story word of mouth, and a very bad one uploads photo evidence to Twitter! (Mammy’s lips and Tweets are sealed).

10.

Is there an ‘I’ in team? A bad housekeeper thinks so and rushes to all the best rooms first (to claim the tips and lost property), also claims the best housekeeping trolley, and steals supplies off other housekeepers. ■

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management | Check In

From ‘fartcast’ to ‘costipation’, the new lexicon of hospitality speak The accommodation industry is a baffling web of acronyms and idioms in which the uninitiated can find themselves trapped like well-wrapped flies. Confuse your OTA with your POA, for example, and you could end up causing some serious breaches of protocol from a twostar hotel in Botswana. Richard Warnick of hotel asset managers CHM Warnick has devised his own lexicon of descriptions which should add some clarity to the confused landscape of hospitality speak. They may not appear in the OED yet, but it’s surely just a matter of time. Any resemblance to painful medical procedures is purely coincidental… Laboratorium: An inefficiently designed or operated hotel which is a bottomless pit of labour cost. Costipation: An intestinal malady experienced when hotel owners realise how many costs brands allocate to their hotel in the form of centralised services, loyalty programs, etc. This condition can be especially acute for older owners who recall a time when many of these services were included as part of their franchise fees or management fees. Facebooking: A quaint hotel industry custom no longer in common use wherein customers

actually walk into a hotel without a reservation and attempt to rent a room on the spot.

Fartcast: A reforecast of the annual budget that stinks to high heaven.

Francheese: A license agreement with a third-tier (cheesy) brand that offers virtually no benefits to the licensee.

Inn-continence: An unexpected release of excuses for poor performance by hotel management teams that are, for the most part, a bunch of crap.

FUnion Agreement: An agreement between hotel owners/management companies and certain virulent collective bargaining units in which management’s efforts to achieve reasonable accommodations is generally met with some form or another of, you guessed it, F. U.

SUNSHINE COAST & QUEENSLAND WIDE

G.O.Pee: Piss-poor performance at the gross operating profit line. Frendzy: A frivolous food trend that gains widespread recognition, not because there is any inherent value in, say, taste or nutrition, but rather because someone with a megaphone (e.g. a food critic) lauds it as new, different or clever. Examples include stacking every component of a meal onto one indistinguishable pile or the use of foam as a distinguishing feature. Cheump: A chef who is lured - or jumps willingly - into a frendzy.

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Interbleediary: A parasitic entity known for its ability to attach itself to a host (hotel) and extract a substantial amount of the host’s life blood (sometimes referred to as income). Like all parasites, interbleediaries take advantages of certain weaknesses in the host or the host’s interdependent parts (brands/management resortnews | june 2018

companies) and create an unwanted/unnecessary bridge between the host and their source of nutrients (customers). While the relationship between interbleediaries and their hosts is not mutual, interbleediaries generally do not destroy the host - but only weaken it to varying degrees. OTAsitis: That sickening feeling hotel owners get each time they are reminded of how much of their income is being consumed by interbleediaries. Hip Splurgery: A focused effort on the part of virtually every hotel brand to devote material money and resources to create new “lifestyle” hotel concepts that are cooler and hipper than the one just announced by a competing hotel brand... a week ago. Hairbnb: What lodging customers call peer-to-peer home-sharing platforms when the unit they rent has less than satisfactory hygiene standards. Millennialist: A self-anointed marketing genius who is convinced that - and attempts to convince you that - (a) millennials are a monolithic customer group,

Check In |

and/or (b) millennials will behave throughout their lifetime the same way they behaved when they were in their 20s and 30s. PIPopotamus: A gigantic product improvement plan that has no chance of making economic sense -and generally results in a change of brands. PIPsqueak: A plea emitted by a hotel owner trying to resist unreasonable product improvement plans imposed by a brand. Revparalysis: The stupefying amount of information and analysis considered by modern revenue management systems, often with the effect of causing hotels to chase each other in vicious cycles of comparative pricing. Wrecktification: The process of fixing a broken hotel through

rebranding, reconcepting, renovation or new management. Floperator: A poor hotel operator that fails to achieve optimal performance. Often identified by continual submissions of a Fartcast and G.O.Pee. Sloperator: A hotel operator that is sloppy and inconsistent. The key difference between a floperator and a sloperator is market conditions. That is, sloperators might otherwise be floperators but for strong market fundamentals which mask their poor performance. Moperator: A hotel operator that is brought in to fix a hotel that has been previously run by a floperator or sloperator. Also known as a turnaround specialist. ■ By Kate Jackson, Industry Reporter

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tourism | Tourism Report

Include Airbnb in tax crackdown, tourism bodies demand Two leading Australian tourism bodies are ramping up pressure on the government to include Airbnb in a tax crackdown on overseas online booking sites. Tourism Accommodation Australia CEO Carol Giuseppi said the sector will have “significant issues” if the government’s move to apply GST to overseas online bookings exempts Airbnb properties that operate as commercial short-term holiday lets. Ms Giuseppi welcomed the application of GST on online bookings announced in the federal budget, but said it needed to apply to all offshore online travel distribution channels. Her comments are backed by the Accommodation Association of Australia, with CEO Richard Munro arguing Airbnb reaps enormous revenue dividends from Australia while paying negligible tax. It's understood that Airbnb may not be affected by the budget change because it falls under a different rental category for GST purposes than online travel agencies. “The industry would have real issues if those Airbnb properties, which in reality operate as commercial short-term accommodation, were exempt from this move,” said Ms Giuseppi. “The fact is over 32 percent of properties booked through Airbnb are not home sharing and are actually operating in the commercial short-term accommodation market. “This proposed legislation will further tilt the playing field towards Airbnb as a distribution channel,

as the continued lack of state government action means there is no transparency in this market.” Mr Munro agreed, saying: “Airbnb does not charge GST, which is one of many unfair advantages it has over traditional accommodation operators. “Just like online travel agencies, Airbnb is a global offshore giant which reaps in $1 billion in Australia each year, yet employs very few people here and pays virtually no tax here - and this is revenue that governments across Australia are missing out on.” Ms Giuseppi said the lack of regulation for Airbnb rentals was creating significant inequity in the tourism market.

The Queensland island paradises in ruins

“This disadvantages hotels, motels and serviced apartments which pay taxes, insurance and employ close to 200,000 people contributing significantly to the economy,” she said. The exemption of Airbnb from the government’s GST proposal has met with anger from Resort News subscribers, with one reader, Karen, emailing: “Airbnb do not pay GST! Really absurd since we as B&B operators do have to pay GST.

White sandy beaches, azure seas and palm trees swaying in the gentle breeze make the Queensland coast about as close to a tropical dream as you can get.

“Our guests are slowly understanding that using so called ‘last minute’ sites is actually increasing the prices as we have to pay so much commission. Don’t get me started!”

While the government will not reveal which are in trouble, a spokesman for the Department of Natural Resources, Mines and Energy told ABC News it was working with island lessees impacted by Cyclone Debbie to enable them to repair and reopen resorts. “Where lessees owe substantial rental arrears, we arrange payment plans to manage debt,” the spokesperson said.

The budget proposal must be supported by all states and territories for it come into effect next year, opening the door for possible negotiation over the details.

Yet trouble is brewing in paradise, as the Queensland government revealed that at least five of 20 resorts up and down the coast are in arrears of their state government leases.

“There are other mechanisms in place to administer rental arrears where payment plans are unsuccessful - they include taking possession and sale or utilising the forfeiture provisions of the Land Act.” South Molle Island, once the jewel in the Whitsunday crown, has been closed for the past two years following its purchase by the China Capital Investment Group (CCIG) and subsequent hammering by Cyclone Debbie.

resortnews | june 2018

A year on from the devastating cyclone, there is no clear indication when it will reopen and, according to the ABC, its current state appears in breach of the conditions of its lease. While CCIG has begun work on an $86 million renovation of Daydream Island, which it also owns, a spokesperson told ABC News that South Molle would require "major work" and a redevelopment was still "a few years away". Because the resort is on stateowned land, there are strict conditions over its upkeep. Under the terms of the agreement, the lessee must reasonably "at all times provide and maintain on the lease land tourist accommodation of a standard acceptable" to the state government, and "at all times provide, maintain and staff a satisfactory transportation service between the mainland and the leased land". South Molle is not the only Whitsundays resort to have fallen on hard times. Nearby Lindeman Island has been closed for the past six years, although Chinese owners White Horse Australia will begin work on a $580 million redevelopment soon following approval from the state government last month. Further up the coast, a resort on Dunk Island destroyed by Cyclone Yasi back in 2011 remains in ruins.

Tourism Report

While the resort is on privately owned land, the neighbouring spit and campgrounds are part of the island's national park, with a sublease managed by the council. Two hours' drive away, the marina at Port Hinchinbrook off the Cardwell coast has been left in limbo since its US owners suffered a series of issues following the global financial crisis. Over the past seven years, two cyclones have hit the port, two successive owners have gone into administration, the marina has filled with mud, the sewage treatment plant failed and property prices have plummeted by 30 percent. It also operates partly on a state government lease, and has faced years of disputes over who is responsible for each issue. On the Fraser Coast, a recent engineer's report has found the main seawall holding the Great Sandy Straits Marina Resort is at risk of collapse.

Increase tourism funds or risk missing out, Victoria warned Victoria should back a funding plan designed to boost tourism over the next four years or risk losing the hosting rights for major events, says a leading industry voice. The Accommodation Association of Australia is pressing Victoria’s political leaders to throw their support behind an enhanced four-year funding proposal for Visit Victoria and the Melbourne Convention Bureau. Association CEO Richard Munro said: “It would help ensure that bids to host major business events including meetings, conferences and conventions, made by the Melbourne Convention Bureau will be able to continue, instead of being put on hold because of uncertainty

| tourism

surrounding the resources of the bureau.

insurance giant AIA from April 10 to 13.

“As an integral part of tourism, the accommodation industry has experienced strong growth in recent years and a significant amount of this growth is directly because of visitors who have been travelling to Victoria for business, including for business events.

Victoria’s acting minister for tourism and major events, Tim Pallas, said: “We’re creating more tourism jobs in Victoria than ever before, which is boosting local businesses across the state and our economy.

“Without wishing to downplay the important contribution that visitors travelling for leisure purposes make to the economy, delegates visiting Australia for business events spend, on average, 21 percent more than other international visitors during their trip and 77 percent more per day. “The expansion of the Melbourne Convention and Exhibition Centre and the development of new hotels in Melbourne means there is a greater capacity to host more major business events in Victoria, but this is unlikely to happen without a new funding agreement for the Melbourne Convention Bureau.” Tourism Research Australia data released this month shows Victoria’s tourism industry is growing faster than any other state’s and employing more people than ever before. Major business events held in Victoria this month included the International Inner Wheel Convention at the Melbourne Convention and Exhibition Centre and South Wharf Precinct from April 10 to 14, and the incentive reward travel program which was staged across Victoria by life

“Victoria has the fastest growing economy in the country, and it’s in no small part thanks to the hard work of our tourism operators. We’ll do everything we can to ensure this momentum continues.” CEO of Visit Victoria, Peter Bingeman said: “Visitation to Victoria is at an all-time high, but there’s still significant potential to further grow and strengthen our visitor economy which is what Visit Victoria is doing. “We are continuing to secure business events, major events and supporting regional ones, as well as marketing the state to key intrastate, interstate and international markets.” Mr Munro stressed that it was not just accommodation houses which benefitted from the hosting of major events. “The entire tourism ecosystem, including convention centres, other venues where meetings are held, restaurants, hospitality venues and retail businesses, among others, receive additional income directly as a result of business events,” he said. “Tourism businesses which generate more income will employ more staff.”

The marina site, which also sits on a state lease, is at the centre of a dispute over who should improve the seawall and fix a public boardwalk which has been fenced off for three years after falling into disrepair. And on Moreton Island, off the coast of Brisbane, a dispute between property owners and the operators of Tangalooma Island Resort has seen property prices nosedive as residents are hit with escalating service fees which many are unable to afford. resortnews | june 2018

tourism | Tourism International

Americans the target in new underbelly plot Qantas is looking to stow American passengers in its cargo hold in a bid to lure them across the Pacific.

the flight that they could stretch their legs below deck. Tourism minister Steve Ciobo told Fairfax Media: "Americans have a very high aspiration to visit Australia.

The airline is investigating turning Airbus underbellies into lie-flat bunk rooms or exercise chambers as it targets premium economy passengers with a yen for air space.

"However, culturally it is perceived to require a big-time commitment. We’re always highlighting, especially from the West Coast, that it is close.

Qantas chief executive Alan Joyce had begun exploring the new ‘cargo class’ concept for long-haul flights from Sydney to the US and London. But rather than targeting the British, who already have strong ties with Australia, industry insiders have told Fairfax Media the move is aimed at getting middle-class Americans to shed their traditional reluctance to take long flights across the Pacific. According the latest figures from Tourism Australia, North America has leapfrogged the UK to become Australia’s third largest inbound

market for visitor arrivals behind China and New Zealand. Almost 800,000 US visitors made the trip Down Under in the year to February 2018.

announced it is developing in partnership with Zodiac Aerospace, or it could feature a common area for stretching, exercise and relaxation.

The cargo-hold idea, while still in its infancy, could involve installing bunk berths which Airbus has

The target market is likely to be premium economy customers, who would be allocated a time during

Dreaming inspires new cultural awakening

It is a tale which naturalist Sir David Attenborough, who has previously visited the Yidinji, acknowledges as a close reflection of the science behind the formation of the reef. It tells of two brothers who went out fishing, and were told by Bhiral, the Creator, not to hunt a particular fish. One of the brothers ignored this, spearing the fish and bringing down the wrath of Bhiral, who threw lava and hot rocks down from sky. This caused the sea to rise, and when the lava cooled it formed what is now the Great Barrier Reef. The project is the brainchild of

Tourism Australia is targeting the US market with a $36 million advertising campaign in 2018, which kicked off with February’s Crocodile Dundee Super Bowl advert. ■

formed. "That is really, really significant to me and that just shows how the stories that were passed down from our elders is really accurate," Ms Blackman told the ABC.

An ancient Dreamtime story about the birth of the Great Barrier Reef is uniting Australians in a new tourism drive. The story, passed down by elders of the Cairns-based Yidinji clan, is the basis for a cultural heritage tour connecting tourism operators with traditional owners along the Queensland coast from Gladstone to Cairns.

"Any innovation from the airlines that helps make the perception of distance shrink is going to help drive North American tourism to Australia."

"How we pass it down is through our language and dancing, and that's why the songlines and storylines are so important to our people. Cherissma Blackman, whose lineage stretches the length of the Great Barrier Reef from the Torres Strait to Bundaberg. "I had a lot to do with the Great Barrier Reef Marine Park Authority traditional owner reference group, and a lot of elders said how they used to sit down and tell the government stories," she told the ABC. "They felt their stories were getting captured but being used the wrong way, and I wanted to make sure that we did get the traditional owner group stories for that area." When Cherissma saw the group’s 50-year strategic plan was devoid

of economic development for Indigenous peoples, she decided the tour would be a “fabulous way to start to capture some of the opportunity there". She gained permission from her immediate Yindinji clan, her mother’s family, to use the story. "Rekindling the language and keeping those storylines is so important, and I am just so thankful that the Gimoy Yindinji story is still there," she said. Ms Blackman said she felt heartened by Mr Attenborough’s acknowledgement of the story’s similarity to the scientific explanation of how the reef was

resortnews | june 2018

"It also shows we know particular areas of sea and on country, and we're the best people to protect those areas because they are part of the storylines and songlines." Ms Blackman, who is also Gurang and Gooreng Gooreng, met with the traditional owner groups along the Great Barrier Reef to gain support for the venture, and has run pilot tours in Gladstone, the Whitsundays and Townsville. This has been supported by the Northern Regional Aboriginal and Torres Strait Islander Corporation. "As we get up along the Great Barrier Reef, there will be opportunities for tour guides to take tourists through the islands," she said. ■

People

| events & appointments

“What’s more, the move by some traditional hospitality providers into short-term accommodation casts further doubts on this false choice. “A key challenge for the tourism industry is to once-and-for-all end this wrong and unhelpful idea that tourism is a zero-sum game.”

Rachel Argaman

TFE Hotels boss Rachel Argaman steps down For almost 20 years, Rachel has built a well-respected and groundbreaking career in hospitality as one of Australia’s few female CEOs.

Introducing Rebekah Manning to Archers the Strata Professionals

She has become proficient in the interpretation of complex Building Management Statements, demonstrating a high degree of technical ability and strategic management of client interests and takes pride in her exceptional knowledge of the industry, which has distinguished herself as an integral member of the Archers team.

Her resignation was announced in May, sparking immediate discussions about who might be her replacement. TFE Chairman, Allan Vidor will oversee during the transition until an appointment has been made. TFE Hotels has undergone huge expansion during Rachel’s time as CEO, with properties now scattered across Australia, New Zealand and Europe. More hotels are planned to open around Australia over the next few years, including those under the Adina Apartment Hotels umbrella, the Vibe Hotels brand, and the TFE Collection The Calile Hotel in Brisbane. Rachel has been a vocal and charismatic presence in the industry, hitting headlines most recently for sharing a positive view of Airbnb. However, AFR notes that her comments on the sharing economy have nothing to do with her reasons for leaving TFE Hotels.

strata buildings throughout the Gold Coast consisting of mixeduse commercial and layered schemes.

Rebekah Manning

Rebekah started her career in the strata industry in 2015 after transitioning from the financial services and fire safety compliance sectors. Working for a large national strata manager, she managed a number of very high profile buildings on the Gold Coast.

Resort News has an exclusive interview slated with Rachel for next issue, which will coincide with her final week as CEO.

The skills and experience gained throughout her career has set a solid foundation to provide a high level of expertise and the ability to interpret client needs.

Send in your questions: r.clarke@ resortpublishing.com.au.

Rebekah currently manages a diverse portfolio of high profile

Sam urged delegates to question the strategy of industry lobby groups seeking more regulation for Airbnb, saying they served their own members poorly by “stubbornly refusing to recognise the changing nature of travel”. Instead, he said, they should be arguing for better regulation for all industry players. A growing chorus of voices, including the peak representative body the Accommodation Association of Australia, is calling for Airbnb to be included in government plans to tax offshore bookings agencies at the same rate as Australian companies from 2019.

Airbnb boss slams "false choice" between homeshares and hotels

And individual states are preparing to cap the number of nights private homes can be rented out through Airbnb to prevent the loss of housing stock to holiday lets.

Airbnb's regional chief says the home-share giant wants to work with accommodation houses, not replace them.

Sam urged greater collaboration between the tourism industry and sharing economy when it comes to advocacy.

In a keynote address at the Tourism and Transport Forum's Outlook 2018, country manager Sam McDonagh described as “fundamentally flawed” the idea that Airbnb’s rise would cause other industry players to sink.

“It remains as true as ever that a rising tide lifts all boats,” he said.

He called on the hospitality industry to end the war between Airbnb and traditional operators and collaborate to provide more options for visitors.

And he outlined the opportunities for traditional hospitality providers to partner with Airbnb in listing their “local, unique and authentic travel” options with the offshore homeshare company.

“This false choice hasn’t served anyone in the tourism industry or community particularly well and has certainly distracted us from focusing on areas of mutual interest,” he told delegates.

resortnews | june 2018

“We all share a common interest in ensuring Australia remains a destination of choice for years, for decades to come.”

There are more than 300,000 rooms in boutique hotels, B&Bs and traditional hospitality providers listed on Airbnb.

supplier profile WAVES GUEST WIFI MANAGER

WiFi management made easy Australians love their public Wi-Fi Hotspots and it’s growing daily. In June 2009, just 4% of Australians had accessed free WiFi, by June 2014 it was up to 21% and by June 2015, an average of almost 4.23 million Aussies went online using a public Wi-Fi hotspot. In addition to this, a survey completed in September 2017 shows that the below guest amenities are what guests considered when choosing accommodation: 1. 2. 3. 4. 5.

free high speed Wi-Fi complimentary breakfast car parking a room with a view daily housekeeping

There are some very legitimate concerns for businesses, who worry that by giving away free internet access, it may be abused by guests and end up costing you more. By managing the internet supplied to your guests, you can control how much access is provided for free. In addition, not only can you turn your WiFi into a means to promote your business, but also as a way to generate an income by offering premium WiFi packages. WiFi access is now expected by the majority of travellers, especially business travellers. A recent survey of 1,200 people from 3 continents, suggested that hotels with poor WiFi are potentially losing over a third of their day to day and reoccurring business. To show him much of an impact first impressions and good internet access can have on your business… another statistic shows that 36% of business travellers will dwell on a bad WiFi experience and this will impact their likelihood to rebook, with 16% of business travellers indicating that a bad internet experience will impact their decision about an entire chain of hotels and resorts. It’s not just business clients, how much easier would it be for families

if the kids could get on Netflix within a few minutes of checking in and give the parents some peace and quiet. No matter what type of accommodation you offer, the ability to access an easy to use, high speed internet connection is a requirement for most travellers. Guests today, expect to have the ability to stay in touch via Facebook and upload their latest snaps to Instagram no matter where they’re located. To help you with this we’ve developed Waves. Waves sits in between your existing WiFi network and your internet connection, allowing you to customise the packages that you offer to your guests so you can allocate as much connection speed and data usage as you like on a per-guest basis. It’s a one size fits all product, which is able to cater for anything form a large resort complex to a corner café. There are also multiple login options. You can allow your guests to log onto the internet via Facebook, SMS or even connect to your Property Management System (PMS), this would grant guests access to the internet by

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Usage management, so you can control how much is downloaded and uploaded.

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Time based packages, so you can specify how long a guest can access the WiFi for.

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Fully customisable package options… you’re in control.

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Multiple Login options including, Facebook, SMS, and Property Management System integration.

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Customisable White-Labelling available so your landing page shows your business details.

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Network Isolation of your office, operation and services as well as your guests.

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Admin devices, so your Smart TV’s and tablets never have to log in again and just work on activation.

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Customisable White-Labelling available so your landing page shows your business details.

Centrally controlled from a management dashboard (manage multiple sites from a single dashboard).

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Bandwidth management that allows you to manage the internet speed provided to guests.

Data usage, guest logins and package usage real time reporting.

Want to know more? Check out WavesWiFi.com today.

using just their name and room details. That way a guest can access the internet once they’ve checked in and the access can be disabled once they check out. The best part is that you control it. It’s customisable, flexible and easy to use. It fits in with your existing WiFi service so you don’t have to go out and replace all of your access points and it’s all managed from a central console. Did we mention that the console is online so you can control it from anywhere in the world, or control multiple properties from a single interface? If you don’t already offer WiFi, or if you don’t know where to start don’t worry. Our partners can help you get started no matter where you are. Below is a snapshot of just some of the features and advantages of the Waves HotSpot manager: •

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Offer free and paid WiFi packages Simple login regardless of device Easy to use cloud-based management

Easy User Logins Make accessing the internet easy for your guests. With Waves, users have customisable, one-step login options verified by either Facebook or SMS message. When users exhaust their free allocation, allow them to upgrade to a Paid package with multiple payment methods. Waves also integrates with a number of the top Property Management Systems (PMS) to allow guests to login with their booking details or charge their internet usage to their room.

Facebook (Free)

SMS (Free)

Credit Card

PMS Integration

Voucher Codes

Hotspot Management Waves provides you with the ability to manage every aspect of your hotspot, all from our cloud based interface. The management portal allows you to configure important hotspot settings such as: • • •

Login options and credit card gateways. Package download, speed and time limits. User management and administration devices.

Gain valuable user marketing insights from Waves. We collect a variety of information including user phone numbers, email addresses, public Facebook profile information (including Page likes) and user browsing information while they are connected to the hotspot.

Catch the Wave, sign up today for a FREE 30 day trial.*

* Waves compatible router required. Waves’ all Australian support team will assist with the setup of your free trial.

www.waveswifi.com

events & appointments | People

Jail for tourism operator who flouted the rules The owner of a North Queensland tourism company has been jailed – and then released pending an appeal – after failing to heed orders related to underpaying his staff. Leigh Alan Jorgensen, the owner-operator of Cairns’ Trek North Tours, was handed a 12-month jail term and fined almost $85,000 last week for committing contempt of court by contravening a freezing order that applied to funds in his company’s accounts.

The order was imposed to stop assets belonging to Leigh and his company being dispersed until he made up for the underpayment of five backpackers he employed on working holiday visas four years earlier. In 2015, the Federal Circuit Court ordered him to pay a $12,000 penalty and his company to pay a $55,000 penalty and back-pay the backpackers in full. In the first contempt of court action ever brought by the Fair Work ombudsman, Judge Salvatore Vasta imposed a jail term after finding Leigh had committed contempt of court when he transferred $41,035 from two frozen accounts into

his family trust account. His communications with the Fair Work ombudsman suggested he was prepared to ‘bankrupt’ his company to avoid paying the penalties and he told Fair Work inspectors that the backpackers ‘would not get a cent’ in backpay.

passport, remain in Queensland and report to police twice weekly. Fair Work ombudsman Natalie James said the proceedings demonstrated the agency was prepared to act to ensure justice was served.

Judge Vasta found that the Fair Work Ombudsman had presented evidence to prove, beyond a reasonable doubt, that Jorgensen committed the offence.

“We will use every lever open to us to ensure the integrity of the administration of justice and compliance with court orders imposed under the Fair Work Act 2009.

Pending the outcome of his appeal, the Federal Court has released him on conditions including that he surrender his

“This includes taking unprecedented new actions available to us across the legal framework such as this one.” ■

Revolutionary technology for small businesses to showcase at NoVacancy For smaller and familyoperated accommodation providers, it’s becoming tougher and tougher to compete with larger businesses in the industry until now. A real-time price robot developed by Allotz offers a revolutionary solution to change hotel pricing forever, and it’s being showcased at the upcoming NoVacancy Accommodation Business Expo. The usual boom of school holidays welcomed by smaller properties has been greatly affected by large chain hotels’ ability to watch and amend online room prices every minute and capitalise on booking surges. Small businesses with fewer resources and employees often struggle to keep up in this competitive market, until Allotz designed an intuitive tool to help smaller businesses stay in the game – and it’s just one way that NoVacancy Accommodation Business Expo will help businesses to get ahead. AllotzBot is the new automated accommodation management

tool and cloud-based solution that monitors all bookings and pricing across the web in realtime as the industry fluctuates. This clever robot then updates the pricing on your own website to keep on par or ahead of your competitors. With AllotzBot, you can set up minimum and maximum costs, connect to all the major booking sites and it runs 24 hours a day to protect your earnings. So when the next music concert, food festival or sporting event is announced in your town, your hotel room prices will be as attractive as you can make them – for both your guest, and you! Launching for the first time to

the public eye at NoVacancy Accommodation Business Expo in Sydney this July, AllotzBot could be a saving grace for hundreds of smaller properties. NoVacancy is Australia’s largest and most comprehensive business event for those who own, run and market hotels, motels, serviced apartments and other accommodation properties across Australia, New Zealand and the Pacific Islands.

Covering all aspects of running an accommodation business, including technology, interior design, management and housekeeping to name a few, NoVacancy promises to give you everything you need to take inspiration and make improvements to your accommodation business. For more information about the event and to register for your complimentary ticket, please visit www.novacancy.com.au

What: NoVacancy Accommodation Business Expo When: 17-18 July, 2018 Where: ICC Sydney Exhibition Centre, Darling Harbour

resortnews | june 2018

Events

| events & appointments

Pie's the limit for enterprising tourist towns The pie trail may sound more like a dinner mishap than a tourist attraction, but one NSW region has found a recipe for success in its celebration of an Aussie staple.

colour that Pie Time brings to the Highlands region.” This year, the celebration includes the official NSW and ACT Best Pie Competition, filling three days from June 13-15. Prizes will be awarded for the best white meat, red meat, vegetarian, seafood and sweet pies, with special baking honours for best artisan, best apprentice and best home cook.

June has become Pie Time in the Southern Highlands, a region renowned for its chilly Englishstyle winters, with local towns devoting themselves to creating exceptional pastry-covered delights. The inaugural event won an Australian tourism award in 2017 and has spilled into a Pie Trail encompassing the towns of Berrima, Bowral, Mittagong and Moss Vale. It returned meaty profits in 2017, with 100,000 pies sold at 53 venues in 2017, injecting $1 million into the local economy. Organisers are confident this

year's event will be bigger and better, floating a number of new pie-themed events to attract tourists from all over NSW and the ACT. “Last year’s Pie Time drew thousands of pie lovers to the Highlands through the month

of June who, with the locals, chomped their way through just over 100,000 pies,” said shire mayor Ken Halstead. “I personally can’t wait to get a taste of the delicious winter warmers on offer this year, and to see the fun, excitement and

The winning pies will be sold at Pie Fest on June 23 and 24 at the local Bong Bong Picnic Racecourse, alongside local wine, beer, cider and spirits. Other Pie Time events during June include cooking classes, pinot and pie tours and piecycle tours taking in several pie stops throughout the Southern Highlands. Pie Time runs from June 1-30 across the region.

Popular management rights industry expo returns The Australian Resident Accommodation Managers Association (ARAMA) will once again be conducting its highly regarded management rights industry expo events in South East Queensland during July. The annual event brings together ARAMA’s Industry Partners, prominent professionals service providers and suppliers plus key Government and Tourist Bodies to provide expert advice for members of the management rights industry. This year the focus for the series will be “The Good, the Bad and the Ugly” of living, working and investing in Community Titles Schemes in Queensland. Focusing on what we can all do to eliminate the bad, increase the good and put lipstick on the ugly. As the peak body for resident managers

SE QUEENSLAND EXPO DATES

the opportunity to catch up with old friends, meet new ones and win some great prizes.” The series of three evening events in South East Queensland are being held in: •

nationwide, CEO Trevor Rawnsley says: ”The Annual management rights industry expo gives attendees an ideal opportunity to get up close and personal with industry experts including relevant Government departments. “ARAMA creates a relaxed and social space for purposeful networking over drinks and snacks and attendees have

BRISBANE 17/07/2018 Kedron Wavell Services Club

Brisbane – Tuesday 17/07/2018 Kedron Wavell Services Club • Gold Coast – Tuesday 24/07/2018 - Southport Sharks Event Centre • Sunshine Coast – Wednesday 25/07/2018 - Ramada Marcoola The industry expo events are an ‘open’ event and anyone interested or involved in the management rights sector is welcome to attend at no cost. Please register your interest on www.arama.com.au or direct any questions to Trish Riley - Marketing Services Oﬀicer on 0478 762 492 or email trish@arama.com.au

GOLD COAST 24/07/2018 Southport Sharks Event Centre

resortnews | june 2018

SUNSHINE COAST 25/07/2018 Ramada Marcoola

events & appointments | Events

Metro Mirage Hotel hosts IT event Over 50 staff from IT company, ComActivity, travelled from all states in Australia and New Zealand to attend an annual conference at Metro Mirage Hotel Newport, a boutique waterfront hotel and conference centre on Sydney’s northern beaches. The two-day conference included overnight accommodation, breakfast in Mirage restaurant, dinner at The Newport across the road, and a range of team-building activities by leading team building events group Corporate Challenge. One of the team building activities was Bikes 4 Tykes, where staff were put into teams to work together through a series of activities with the overall goal to build a bike from scratch and put a smile on an underprivileged child’s face. Tracey Scott, business development manager at Metro Mirage Hotel Newport said the hotel’s idyllic location on Sydney’s Northern Beaches makes it the ideal MICE destination, offering endless opportunities for waterbased activities such as kayaking, stand-up paddle boarding, and sailing on Pittwater, as well as golf at Mona Vale, Bayview or Avalon Golf Clubs and The Amazing Race from Palm Beach Lighthouse. “The range of activities and choice of excellent restaurants on the Northern Beaches, together with the hotel’s purpose built conference centre and proximity to Sydney, make this property an ideal and popular choice for MICE planners,” Tracey said. The boutique four-star waterfront hotel has a custom-built conference centre ideal for a wide range of corporate events from small business meetings to large overnight conferences for up to 100 attendees. There are four conference rooms and multiple function spaces, including several break-out meeting rooms that can be configured depending on your requirements.

The hotel group putting heart into hospitality

hope to raise awareness of MakeA-Wish across our six properties,” said Mr Henry.

A Queensland hotel group is teaming up with the Make-A-Wish charity to raise $100,000 towards helping sick children enjoy dream experiences.

“We are keen to shine a light on the amazing work they do including granting wishes for children and teenagers battling with lifethreatening medical conditions.”

ULTIQA Hotels & Resorts has committed to donate the funds to Make-A-Wish over a two-year partnership term, looking to raise funds through its website by asking guests to opt-in to donate to the cause with each accommodation booking. Guests will also be able to round up their final bill, with the extra proceeds donated to the charity.

Make-A-Wish has been dedicated to granting bespoke wishes for children and teenagers for more than thirty years. CEO Sally Bateman said: “We are thrilled to partner with ULTIQA Hotels & Resorts.

Further fundraising initiatives will operate through ULTIQA Lifestyle a points-based holiday membership system. The company will donate $50 from each new membership and $5 from each holiday tour to Make-A-Wish Australia. CEO Mark Henry expressed his and the company’s pride in partnering with the charity for such a worthy cause. “As a family owned and operated business, we are so proud to be supporting the incredible efforts of Make-A-Wish as they provide hope and strength to children fighting critical illness, and families, all across Australia by making life-changing wishes come true,” he said. ULTIQA properties are located on the Gold Coast and in Brisbane, Caloundra and Melbourne. “The partnership is more than just a fundraising initiative, as we also

“Make-A-Wish is only able to continue to make wishes come true thanks to the wonderful support and generosity of supporters like ULTIQA Hotels & Resorts and we are very excited to work with them.”

Ovolo Woolloomooloo collaborates with esteemed Australian fashion label for the ultimate fashion experience The boutique hotel collection behind two of Australia’s top-rated hotels further cements itself in the global fashion arena, continuing to build on its partnership with Mercedes-Benz Fashion Week Australia (MBFWA) as Ovolo Woolloomooloo and 1888 are hosted Australian and international designers, editors, buyers and fashion icons from May 13. Joining Ovolo Woolloomooloo for MBFWA ’18 was the esteemed Australian fashion label, C/MEO Collective with the INXS Suite transforming into the ultimate

resortnews | june 2018

fashion experience. Coming to life through the creative collaboration of C/MEO Head Designer, Siham Elmawey, and Ovolo Hotels, the Fashion Suite will harmoniously blend Siham’s experimental design vision with Ovolo’s breathtakingly unique and cheeky approach, provided guests with a completely immersive fashion and design experience like no other. “This was an incredible opportunity for C/MEO to further showcase our design aesthetic to Ovolo and MBFWA guests, building on our vision to dictate future taste,” says Siham Elmawey. “The Fashion Suite has allowed us to extend our resort 18/19 collection beyond the runway and into an innovative liveable space.” The introduction of a designer collaboration for suite fittings and design is a new and exciting frontier for Ovolo Hotels, with director of marketing Stephen Howard, looking to the future to see how else these creative partnerships can come to life in Australia. “It’s an exciting space for a hotel to be operating in, and genuinely aligns us with the illustrious and ever-growing fashion industry,” says Howard. “As the official hotel partner for MBFWA, we are thrilled to see this relationship grow in support of our Australian designers, and showcase their incredible talents to a global market. It is important that we continue to build our creative collaborations as we aim to provide ongoing curated experiences for our guests.” ■

News

| developments

Abhijay Sandilya of IHG Australasia, said: “With such a large property and sought-after location, dual branding makes perfect sense. “IHG has experience with dual branded properties in other markets, including the Hotel Indigo and Holiday Inn Express in Singapore Katong, and a dual-branded EVEN Hotel and Holiday Inn Express planned for Auckland in 2020. “We are excited to bring Hotel Indigo’s neighbourhood story and Holiday Inn’s ‘Joy of Travel’ together to provide guests of all types with the experience that appeals to them.” The new hotels will anchor the overhaul of the 1980s-built mall, which sits on 3500 square metres opposite Myer and David Jones in Melbourne's busiest shopping strip. The Walk Arcade is owned by Singapore investor Hua Sin Tay, who bought if for $18 million in 1993. Plans to redevelop it were submitted in February, with the project being led by Focus Ventures. Focus spokesperson Tony Tai said: “Much consideration has been put into the plans to transform the property into an iconic Melbourne site that complements its strategic location. IHG will open its first Australian dual-branded hotel by 2022 with the signing of Hotel Indigo Melbourne Little Collins and Holiday Inn Melbourne Bourke Street Mall

NEW DUAL HOTEL FOR ICONIC MELBOURNE MALL Intercontinental Hotels Group will open its first Australian dual-branded hotel in 2022 on Bourke Street Mall in the heart of Melbourne’s CBD.

“Together with our consultants, we have put forth a combined retail and hotel site plan that is able to attract top retailers from around the world.” The development is projected to bring in more than $100 million in annual spending from visitors and shoppers and create 1,000 new direct jobs and 900 indirect jobs for Victoria. Plans have been lodged and the project is subject to development approval by the Melbourne authorities.

RUBY TO SHINE ON GOLD COAST SKYLINE A blingy Gold Coast apartment complex billed as a ‘game changer’ is open for bookings - seven months before completion.

The signing of Hotel Indigo Melbourne Little Collins and Holiday Inn Melbourne Bourke Street Mall comes as overseas hotel chains ramp up their presence in the Victorian capital.

The $1 billion Ruby Apartments, slated for launch on November 5, are still part-way through construction but are taking pre-opening bookings to attract families planning ahead for Christmas.

Hyatt and Marriott have also unveiled new hotel and serviced apartment offerings in Melbourne, adding some 900 rooms to the city's 9000-room offering. The site is currently trading as The Walk Arcade and gives Intercontinental Hotels Group a high profile base in the retail heart of Melbourne.

Those happy to risk booking early are offered a 54 percent discount on rates as the developer looks to attract guests to the 'Ruby experience'.

The company’s statement said: “The property will front onto Bourke Street Mall on one side and Little Collins St on the other, allowing Holiday Inn to make the most of the pedestrianised retail haven and Hotel Indigo to bring the edgy laneway neighbourhood to life. The $200 million mixed-use development will include international retail stores and a combined 453-room hotel (181 in Hotel Indigo and 272 in Holiday Inn), which will feature restaurants, a gym, meeting spaces and unique guest lobby and room experiences for each brand. The overall development will enjoy shared back-of-house services and facilities.

The advertising blurb froths: “Crystallised by the motto, ‘we don’t do ordinary’, the Ruby experience will stand apart from what visitors have come to expect from a Gold Coast stay with a new level in service and amenities that will knit together the northern Surfers Paradise precinct. In short, The Ruby is a game changer.” The Surfers Paradise complex will be staffed by ‘Ruby Ambassadors’ charged with better understanding their guests and servicing every whim - from booking tours and making dinner reservations to “conversations over morning coffee”. That sparkle extends to the accommodation, CEO David Brook saying: “The rose gold accents throughout each apartment are modern yet timeless touches and drawn from the inspiration of our namesake Ruby.

resortnews | june 2018

developments | News

“We know there is already demand for high-end accommodation in Karratha and with tourism and conference markets expected to grow in the near future it is important that we have quality short stay options available for visitors.” “In addition, if developed, the operator estimates that they will spend $26.3 million marketing the hotel and the City over the life of the agreement which will generate a great deal of exposure for the City, and importantly most of the grassed area that the community has come to love, will be retained.”

APARTMENTS SQUEEZED AS HOTEL DEMAND ESCALATES “With an emphasis on space and design, each apartment exudes a luxurious feel that complements our Gold Coast surrounds. The use of teal and earthy tones brings together the ocean and hinterland and our bedspreads form a ripple like the ocean.”

Meriton Group plans to turn a near-complete $152 million apartment development into a 32-storey hotel to meet Sydney’s urgent need for more tourism accommodation.

The 30-floor Ruby tower will feature 243 apartments and 13 villas with ocean or hinterland views, each with a kitchen, lounge and dining areas, ensuite, free wifi and access to a ‘digital concierge’. The complex is billed as “combining family appeal and five-star facilities with a sophisticated indulgence and cutting-edge features”.

The CBD development in Sussex Street has current approval for 201 hotel suites between levels one and 16, with the rest of the tower taken up by 102 residential apartments. But last week, Meriton lodged plans with the City of Sydney to change the use of levels 17 to 32 to hotel accommodation as well, removing all apartments from the build. The change would bring the number of hotel suites to 303, including 99 studios and 204 one, two and three-bedroom suites, plus a two-storey penthouse.

Images from The Ruby Collection

FOUR-STAR MARRIOTT HOTEL PROPOSED FOR WA The hotel plan opened for comment online in May, citing that that the “city of Karratha would become the landowners of The Quarter Hotel site and invest up to $10 million towards fit out of the $19.7 million hotel development. “The City would recover approximately $20 million in lease repayments and $8.8 million in rates over the 30-year lease period,” according to the government. “In additional the project would create more than 50 jobs through construction and 40-50 permanent local hospitality jobs as part of the hotel operations.” City of Karratha mayor Peter Long noted that it was a somewhat unusual project for a local government to be involved with, but said: “Development of a new type of hotel offering in Karratha would generate significant economic and community return through shortterm construction and ongoing operational employment opportunities, but also by supporting the nearby businesses.

The change comes as Meriton nears the end of construction, with completion at 230-238 Sussex Street scheduled for October 2018. Sydney saw just 325 hotel rooms added over more than a decade from 2006, meaning the city is now bursting at the seams as it attempts to cater for a visitor boom. Tourism Accommodation Australia data shows 40,204 rooms across 200 hotel projects are planned nationally over the next eight years, making it “the most extensive and comprehensive hotel rejuvenation phase in Australia’s tourism history”, according to chief executive officer Carol Giuseppi. The number of hotel rooms across Australia’s major cities is forecast to grow by 3.8 percent to 102,710 in the next year, an expansion industry consultant Dransfields attributes to several residential projects switching to short-term accommodation “on or close to completion”. According to Fairfax Media, those developments include BPM Corp’s approved plans for an apartment tower in the Melbourne CBD morphing into a 130-room hotel, and Little Projects’ residential redevelopment at 9-27 Downie Street in Melbourne becoming a 278-room hotel. Meriton bought 234238 Sussex Street for around $60 million in 2014. Parking for 83 cars will be included in the proposal. ■

resortnews | june 2018

The Last Resort

| developments

Franz Josef Rainforest Retreat’s stunning new ‘tree lodges’ New Zealand’s South Island is one of the most stunning places on Earth, it’s a dramatic, glacially carved landscape of crystal clear lakes, majestic fiords, cliffs that are thousands of feet high, erupting geysers, and a land where fierce and noble Maoris teach visitors about their culture and traditions. Adventurous, inquisitive visitors flock to the west of the island to experience the Franz Josef Glacier where they can hike, heli-hike, or ice-climb. In Franz Josef village, nestled in native bush, they can find the captivating Rainforest Retreat accommodation. Rainforest Retreat offers an extensive range of accommodation and experiences; built to embrace its unique environment. Resort News spoke to Oscar Morgan, the general manager of the property and he proudly revealed to us that the retreat has just unveiled a newly developed deluxe range of rooms. Oscar told us: “In December 2017, we opened our spacious and stylish studio deluxe tree lodges. Here, with their large and spacious decks, guests can truly immerse themselves in nature. Each lodge is individually positioned for great views, with 16 rooms raised to the level of the forest canopy, and we also offer three easily-accessible ground floor rooms. “There are six, huge two-bedroom deluxe tree houses, with bedrooms on either side of a lounge/kitchen and a private hot tub on the deck, the remainder are studio deluxe tree lodges (more spacious) and deluxe tree huts (more petite). We've designed and built all the rooms to be as environmentally friendly and low impact as possible, the fit outs are luxurious, but we have used materials, and furniture, in a thoughtful way to create a modern rustic and cosy feel. “The new accommodation complements our existing Rainforest Retreat tree huts, tree lodges and family tree houses, meaning that we can offer a wide range of accommodation configurations to suit all sorts of travellers and groups.”

In addition to the tree houses and cabins, the property also offers a holiday park, with powered camper van sites, motel rooms and the Flashpackers (this recently won the Kiwi Experience People’s Choice Award), there is also an onsite bar and restaurant. “We are very versatile and whether visitors are travelling on a budget, exploring in motor-home, needing some civilisation after roughing it, or passing through and wanting a bite, we offer something for everyone,” Oscar stated. Oscar Morgan has recently celebrated his 10th anniversary at Rainforest Retreat. Originally from the UK, he arrived in New Zealand 14 years ago to manage a small property in Franz Josef, after spending many years working in UK tourism and hospitality. Oscar, loves living here with his partner Kelly Bartlett and their three awesome kids, aged four (Shae), five (Ella), and six (Bede). It’s a special place, he shared: “Kelly used to jointly manage the park with me and now works part time helping me out in the office and is a full time super mum. The kids love helping to welcome the backpacker busses and will all tell you the monsoon does the best pizza in the world. “Ella is one of a very small and special club as she was actually born in Franz Josef in my living room, Shae was born in the back of an ambulance on the side of the

road in the middle of nowhere and Bede was the only one that got to Greymouth hospital to be born. It’s the joys of living in a remote location.” He confessed: “Rainforest Retreat has grown considerably, and I have grown with it! I have a passion for professional customer service excellence, but I also believe that it’s important for staff to feel comfortable, be themselves and to have fun at work. I’m convinced that engaging personalities and positive attitudes matter most in this industry and you can't teach these qualities. “I feel I’m a good fit for my role as general manager because I don’t stress easily, and when we potentially have over 400 people staying, it can be a challenging place to manage! However, I can’t take credit for the new build because the project was a team effort between myself, project manager Mark Nicholson and director Mike Warren. “All three of us had a mutual drive to develop and grow the business while working well as a team but I must give a particular mention to Mark Nicholson. He put in an incredible about of work to make sure the project ran smoothly and that no details were overlooked. In fact, all the builders and contractors came together in a fantastic way and it truly shows in the workmanship.”

resortnews | june 2018

The reaction to the finished project has been far beyond original expectations and Oscar admitted: “I truly believe we have created something very special. It was such an achievement to finish. We rolled out three new rooms each week and it often felt like The Block NZ with such tight deadlines, but we did it.” The feedback from guests has been incredible. “Seeing the wonderful guest reviews has given me an enormous buzz. Some have been especially memorable, like the recent Californian couple who sadly lost their house in the fires; they told us that their stay helped them relax and ease the trauma a little. They also asked for our architect’s details as they want to replicate our style for their new house – that’s a massive honour!” Oscar continues to be motivated and inspired, and he is looking forward to future projects at Rainforest Retreat. “Mike Warrens vision to keep growing the business never stops, as soon as we finish (or get close to finishing) one project, the next is in full swing. “A glamping village is to be developed in time for next summer and we have plans to build a new kitchen for the restaurant and many other ideas that could be potentially developed. It’s an exciting place to work for an awesome guy and I look forward to many more adventures to come.” ■ By Mandy Clarke, Industry Reporter

Why Choose Joy Management Rights Specialist?

1. 17 years of experience in onsite management and MR Brokerage. 2. Low commission - we charge a flat rate of 2.0% for both Unit & Business sale. 3. No charges for advertising fees - we cover all marketing expenses for you. 4. For-rent & for-sale advertising on over 20+ websites for on-site managers.

Joy Realty Your Joy in Real Estate

Management Rights Specialists

REDBANK PLAINS, QLD

$ 1,570,000

BROWNS PLAINS

Net Profit: $ 240,000 Manager Unit: $ 350,000 Remuneration: $ 110,000 Letting Pool: 74 + Plus 8 x outside Managements Immaculately presented permanent rental Town house complex in Brisbane West; Located right next door to the brand new Shopping Complex. And transport Bus and train are close by. Complex is 10 Years Old. Very Low Maintenance & Easy to look after; No Set Office Hours; Good Growth Prospects.Great location in an upcoming growth area, the bus stop is at the door, and all required amenities and services are within walking distance, finding tenants is not a problem,, there is no vacancy and rents are going up.

PERMANENT MANAGEMENT RIGHTS Net Income: $158,000 Manager Unit: $380,000 Remuneration: $89,000 Letting pool: 51 The Complex is located in Browns Plains, close to Schools, shops and public transport; it is also within Stretton college catchment area, very easy to find tenants; High salary makes business fantastic; Please contact Robert Lin on 0433 000 888 for more information or to arrange inspection.

Please contact Robert Lin on 0433 000 888 for more information or to arrange inspection.

$ 7,000,000

FORTITUDE VALLEY, QLD Net income: Total rooms: Land area:

FORTITUDE VALLEY, QLD

Contact: Rodney Li 0430 784 020

$ 2,300,000 (NEW) Net Income: $307,000 (actual) Remuneration: $70,000 Letting Pool: 25 Manager Unit Value: $550,000 Manager Unit Bedroom: 2 bedrooms

$ 850,000 43 1520 sq.m

Located within one of Brisbane’s most densely populated residential suburbs, we with the honour to present a profitable historical to the market. Within easy walking distance to Brisbane Show Grounds and Fortitude Valley Train Station and China Town, the property offers a wonderful opportunity for an owner occupier, investor and/or developer to secure a substantial position in the heart of Brisbane. The popularity and capital gain are highly expected due to the increasing residential and commercial redevelopment undergoing within the neighbourhood. Presented here is known as land in Gregory Terrace Fortitude Valley with a total site area of approximately 1,520 square meters with current business of 43 bedrooms and total annual income of approximately $900,000. The site is potentially be redeveloped as a guest house or hotel that up to 14 levels with 86 apartments (subject to council approval).

UPPER MOUNT GRAVATT, QLD

$ 1,205,000

The building is located in a prime position on the fringe of Brisbane’s CBD. Positioned in buses at the door, Supermarket a two minute walk away – Fortitude valley. The complex presents the apartments to a very high standard, complete with Smart TVs and WiFi. As this is the only CBD area accommodation building providing these two important items it makes for a top destination for repeat business. The front view of the Brisbane River and beautiful Story Bridge parks and walking/ cycling tracks plus it is only a short stroll from the unique eclectic vibrancy of including the weekly riverside markets.

Call Liyun Lee on 0423 427 853 to book an inspection!

$ 1,717,016

$ 215,821 (actual) $ 67,160+GST (subject to CPI) Letting pool: 42 Manager unit: 3 bedroom plus 1 study room Manager unit value: $ 530,000

MOOROOKA, QLD

$ 965,000 Net income: Remuneration: Letting pool: Manager unit:

Net income: Remuneration:

$ 106,195 $ 72,562 + GST 14 $ 450,000

Great location, walking distance to Westfield Garden City Shopping Centre, restaurants and transport etc. Close to schools, apartment is in Macgregor state high school catchment area. Minimum caretaker duty and very easily run business, all hard work has been done. 25 years Long agreement. Modern three bedroom plus study room, two bathroom manager residences with two car park. Business run by experienced manage, zero outside agent in the letting pool to prove the quality of the business.

This gated complex is situated seven kilometres south of the Brisbane CBD and ten minutes’ drive from Sunnybank. The manager’s residence is a spacious, light-filled, comfortable three bedroom, two bathroom villas. The covered entertainment area is a focal point of the residence, where you can enjoy time with family or host a warm party. With this combination of excellent net income, attractive body corporate salary, supportive Body Corporate Committee, comfortable villa with large covered entertainment area and light work load, this management rights business presents an outstanding business and lifestyle opportunity.

Call Robert Lin on 0433 000 888 to book an inspection!

Contact Serena Ruan on 0468 677199 to book an inspection!

SPRING HILL, QLD

$ 1,928,000

SURFERS PARADISE, QLD

Net Income: $ 376,000 Remuneration: $ 133,000 pa Manager Unit: $ 380,000

CORPORATE MANAGEMENT RIGHTS BUSINESS ONLY Net Income: $ 280,100 (actual) Letting Pool: 26 Remuneration: $ 103,788 NO MANAGER UNIT TO PURCHASE A mix of long and short term rentals with HIGH net income. Amazing location at the top of the city with view. Easily run by 1.5 full time staff and casual cleaner, only small common areas to maintain. Stylish apartment complex with walking distance to public transport. -18 years left on accommodation module agreements.

Call Robert Lin on 0433 000 888 to book an inspection!

$ 2,264,000 (NEW)

Maximum your investment returns by investing to this high rise building with continuously increasing business potentials. Work in a great resort life style with easily going body corporate. Book to view today and start getting your ball rolling.

Please contact Rodney Li on 0430 784 020 for more information or to arrange inspection.

Contact: Robert Lin (Principal, MREIQ) Mobile: 0433 000 888 Office: (07) 3344 5858 Email: sales@joyrealty.com.au

www.joyrealty.com.au

MANAGEMENT RIGHTS RESORTS

WYNNUM

SOUTHPORT

A GREAT BUSINESS

BAYSIDE PERMANENT EXCLUSIVE: A solid Body Corporate Salary $66,000. Gated townhouse complex in sought after location. Backs onto Moreton Bay Foreshore Boardwalk. Only 15 minutes drive to Brisbane CBD. No set office hours and high rental demand. Renovated Managers residence with large and private back yard. An inspection will impress.

Bobo Qi

0438 027 771

bobo@propertybridge.com.au

NETT $100,000 PRICE $975,000

EXCLUSIVE: This three storey walk up complex has the best of both worlds with a mix of Permanent and Holiday letting. Body Corporate Salary is significant and increases with CPI The location of this business is fabulous. Southport, Gold Coast is booming! Opportunities to purchase a quality business like this are rare. A substantial 3 bedroom managers unit provides for a comfortable lifestyle. An inspection is a must.

NETT $336,000 PRICE $2,430,000

BROADBEACH

PARKWOOD

STUDENT ACCOMMODATION

BEACH BABY EXCLUSIVE: Broadbeach beachside boutique holiday complex. All one bedroom apartments with spacious balconies. Easier to run with lift access. Compact pool and spa with minimal gardens. Great return on investment.

Rhonda Perkins 0418 767 115

Excellent starter complex.

NETT $124,000 PRICE $748,000

rhonda@propertybridge.com.au

EXCLUSIVE: Purpose designed high occupancy secure student only complex. Walking distance to Griffith University, Gold Coast Hospital Health Precinct and light rail. Long agreements. No resident owners. No office hours. No pool. No BBQ. No need to live on-site. Minimal grounds and maintenance. A handsome Body Corporate salary. Office on title

NETT $200,000 PRICE $ 1,500,000

FREE MARKET APPRAISALS QUALIFIED BUYERS DISCREET “SILENT” LISTINGS UNRIVALLED BUYER SUPPORT

propertybridge.com.au

Property Guide

management rights••resorts hotels • motels • resortsparks • holiday parks •share time share • hosted management rights • hotels • motels • holiday • time • hosted

motel market Profiles New Manager Martinique on Macrossan – Port Douglas

RESORT NEWS SALES REPORT PROUDLY BROUGHT TO YOU BY ACCOM PROPERTIES

www.accomproperties.com.au MANAGEMENT RIGHTS Gold Coast Swell Resort

Sue Bary Burleigh Heads

Chidori Court Gold Coast Outlook III

MRS

George Vousty

Main Beach

MRS

Neville John & Pamela Joyce Taylor

Eagleby

RBA

The Sanctuary

Chuan Jon Quah

Ormeau

RBA

Minor Hotels

Broadbeach

RBA

Avani Broadbeach

After many successful years in this great business, Antonia and Fred hand over the reins to Colin and Ken.

Brisbane Village on the Park

Christina Cheng

Zillmere

MRS

Restt Pty Ltd

Spring Hill

MRS

Michael Chen

Brisbane

RBA

Mooloolaba

RBA

Tony Muller & Isabella Azzini-Muller Maroochydore

ARMS

Quattro on Astor Royal Albert

Sunshine Coast / Wide Bay / Fraser Coast Nautilus Mooloolaba The Duporth

L- R Antonia & Fred Eggers, Calvin Bailey, Ken Roberts & Colin Earl

Nautilus Partners

North Queensland Martinique on Macrossan

Colin Earl & Ken Roberts

Port Douglas

CBMR

Russ & Annalies Player

Clifton Beach

RBA

Jason Clarke and Nathen Penrose

Port Douglas

RBA

Giles Robinson

Byron Bay

RBA

Greg Lawrence & Annette Joan Middleton Port Macquarie

RBA

Clifton Waters Salt Water Luxury Apartments

Calvin Bailey of Calvin Bailey Management Rights congratulates buyers Colin and Ken, and sellers Antonia and Fred on the successful sale and handover of Martinique on Macrossan. New to this industry, but well equipped with life’s experiences and the so essential business skills, Colin and Ken are well set-up to run this delightful Port Douglas holiday property. Antonia and Fred are looking forward to a quieter life of travel and relaxation and a hard-earned rest. Fred said: “Thank you Calvin for all your hard work. You were always available… we have been in management rights for nearly twenty years and would like to say that you have been exceptional.” Calvin added “Having over the years, placed numerous managers into this superb industry; I know Ken and Colin will do well and would like to wish them all the very best for an exciting future.” ■

New South Wales The Terraces Oxley Cove Holiday Apartments

MOTELS & OTHER Queensland Limassol Motel

Chaney

Labrador

Yarraman Gardens Motel

Brent Meinberg

Yarraman

RBA

Metro Hotel Tower Mill

Madison Suites

Spring Hill

RBA

Jeff & Judy Baldry

Gin Gin

RBA

B. Chauhan

Moree

Country Comfort Wild Scotsman

New South Wales Alexander Motor Inn Maynestay Motel Colonial Lodge Motor Inn Snowy Mountains Resort & Function Centre

Starr

Gunnedah

Alex & Susha Thomas

Yass

CRE

New George Holding Pty Ltd

Adaminaby

RBA

Kim Crawford

Tumut

RBA

M. Petrelli

Bendigo

Trotter

Ballarat

Shayne Hogan

Kaniva

CRE

Gael McGee

Heyfield

CRE

Adrian Zhu

Sorrento

RBA

Tumut Motor Inn

Over 40 years of service to the Management Rights industry, providing assistance in:

Victoria BW Crystal Inn Barkly Motor Lodge Club Hotel Railway Hotel Sorrento Beach Motel

Note: Agent/Broker involved in the sale is listed last. Agent - KEY: ARMS - Australian Resort Management Sales; LIZ - Liz Lavender Management Rights; CRMR - Calvin Bailey Management Rights; CRE - CRE Brokers; MRS - MR Sales; PPRE - Property Pacific Real Estate; QTH - Queensland Tourism & Hospitality Brokers; RAAS - RAAS Rights; RBA - Resort Brokers Australia; RS - Resort Sales; TB - Tourism Brokers; TMR - Think Management Rights; WCH - Ward Commercial Hotels. * In conjunction

resortnews | june 2018

JUST LISTED! New Exclusive Agency Listings

ID 8787

ID 8868

EXCLUSIVE LISTING!

Student accommodation with huge upside

Active managers wanted – 30% share

Unique opportunity, student accommodation 40 mins from Brisbane CBD, fantastic location – within walking distance to university.

$355,000 deposit required, $145,000 return plus accommodation. Tweed Heads permanent complex, long agreements expiring 2039, no set office hours, gardeners included in expenses. Large freestanding managers home.

Can be run by single operator. Huge potential on offer with this business.

EXCLUSIVE AGENT: Gerard Dixon 0433 617 515 Nett Profit: $150,000 ID 8306

Asking Price: $795,000

EXCLUSIVE AGENT:

Nett Profit: $145,000 (30% share)

ID 8541

EXCLUSIVE LISTING!

David Rotheram 0414 706 600 Asking Price: $855,000

EXCLUSIVE LISTING!

Strong letting demand in Airlie Beach

Broadbeach Resort 100 Metres from the beach

90 unit complex with 38 in letting pool, great location, strong letting demand, good maintenance income, comfortable salary and 3 bedroom manager’s townhouse.

29 unit complex with 18 in letting pool, easy to run, no set office hours, 23 year agreements.

A good business with a great lifestyle.

Minimal lawns and gardens, excellent Body Corporate and committee plus salary of $50,000+. 2 bedroom managers apartment

EXCLUSIVE AGENT: Geoff Ellis 0432 790 959

EXCLUSIVE AGENT: Phil Trimble 0418 478 966

Nett Profit: $175,000 ID 8866

Asking Price: $885,000

Nett Profit: $206,500 ID 8503

EXCLUSIVE LISTING!

Permanent complex Northern Gold Coast

EXCLUSIVE LISTING!

Northern Gold Coast Resort

Great rental location close to major shopping & M1, freestanding managers residence, no set office hours, 18 years on agreements. Potential growth with outside agents, ideal for semi-retired couple

Wake up to fabulous views from your 3 bedroom apartment within this 65 unit complex in Biggera Waters. Long agreements, resort facilities, good committee and Body Corporate. Canal location with Broadwater access

EXCLUSIVE AGENT: David Rotheram 0414 706 600

EXCLUSIVE AGENT:

Nett Profit: $120,760

Nett Profit: $245,000

ID 7993

Asking Price: $1,030,000

ID 8833

EXCLUSIVE LISTING!

Wonderful holiday building in Surfers Paradise

Phil Trimble 0418 478 966 Asking Price: $1,655,000

EXCLUSIVE LISTING!

Growth opportunity Beachfront location, 5 star quality apartments, managers apartment with ocean views. Option to live off-site, agreements through to 2041, great Body Corporate committee and no owner occupiers.

Large 2 bedroom residence, fantastic views of Nerang River and ocean, light rail nearby. Building has own jetty on river, resort facilities, low workload for caretaking duties. 800m to Cavill Ave & 5 min walk to beach

First time to market in 15 years.

EXCLUSIVE AGENT: Gerard Dixon 0433 617 515 Nett Profit: $270,000

Asking Price: $1,693,000

EXCLUSIVE AGENT: Geoff Ellis 0432 790 959 Asking Price: $1,890,000

Nett Profit: $468,614

MR Sales have an extensive range of listings Australia wide Visit www.mrsales.com.au to view them now or Phone: 1300 928 556 | Email: sales@mrsales.com.au

www.mrsales.com.au

Asking Price: $2,850,000

profiles | Norfolks on Moffat Beach

Norfolks on Moffat Beach: unpretentious, interesting and inviting Resort News introduces Matthew Taverner, the energetic and enthusiastic new onsite manager of the Norfolks on Moffat Beach – an appealing self-catering apartment resort in one of the most glorious Sunshine Coast beachfront locations. This intimate apartment resort offers 42 clean, modern, and airy apartments overlooking the stunning Moffat Beach, and (according to Matthew) a firm favourite with all ages and demographics; young families, mature travellers, and everyone in-between. Matthew and Sara Taverner, together with their three sons, are new to the Sunshine Coast, after moving here in January last year. They are also new to the resort industry, purchasing management rights just a few months ago.

However, Matthew is no ‘newbie’ to hospitality... He has spent the last 33 years in the industry, achieving worldwide success. He holds a master’s degree in Ecologically Sustainable Tourism Planning, he has also led some of the world’s finest resorts, spa resorts, private members clubs and safari lodges in at least eight countries over the past 25 years. Also well-known in the Australian hospitality industry, Matthew was the general manager of Qualia –

Australia’s most awarded luxury resort on Hamilton Island. A lively, outgoing and colourful character, Matthew is a people person who enjoys bantering with guests and making sure their holiday experience exceeds expectations and is highly motivated by positive feedback. While not giving up his day job, he is also a talented artist. Matthew describes his wife Sara as: “The relatively sane one.” “She is a passionate educator and has taught in leading international, private independent and state schools, all around

the world. She now works coordinating learning support at a local primary school.” Upon their arrival, they spent around six months researching management rights opportunities. Matthew explained: “Being relatively unfamiliar with this location, we looked at many different complexes of varying sizes and economies of scale: from Coolum Beach in the north, Maroochydore, Mooloolaba through to Caloundra and Golden Beach in the south. “It soon became apparent that there was some disparity

between what we sought in terms of our aspirations, what we could afford and what the bank would lend us! “Fortunately, assistance arrived in the guise of the ever-patient Matt Campbell, our broker from Australian Resort Management Sales. He is well versed in all resort industry matters and was also in discussions with the owners of Norfolks on Moffat Beach, as they were firming up plans for their future. We had several meetings with him, in the cafés across from Norfolks and this allowed us time to absorb the property, its tremendous appeal

Holmans are proud of our relationship with Matthew and Sara and wish them every success for the future

resortnews | june 2018

Norfolks on Moffat Beach

and everything that Moffat Beach offers in terms of lifestyle and the unpretentious vibe we love. “Given the scale of the investment required, introductions were made to Mike Phipps Finance and Tony Rossiter of Holmans Accountants – both very respected industry figures. Plans were forged to bring together a partnership to acquire the rights to the property. Now we have supportive silent partners in alliance and the rest as they say - is history.” Some new-comers to the resort industry may enter it with rosecoloured glasses but after such a long career in hospitality, Matthew thoroughly understood the commitment and demand of the onsite resort manager role. “The expected sharp learning curve of taking on a resort manager role, has not been as acute as it might have been, if I’d joined from another occupation or industry background. Managements rights is all about grass roots hospitality, aside from the idiosyncrasies that each complex may present. For instance: the fire alarms may go off unexpectedly or the lift breaks

down (both will inevitably fail on public holidays by the way) and so it’s about having common sense - this and offering genuine intuitive service,” he said.

| profiles

Complimentary upgrade for Resort News readers*

“Moreover, it pays to recognise that this role takes up a significant commitment in your time and energy, and the perfect work/life balance we all aspire to is uncannily diff icult to achieve. I imagined living just 100ms from ‘Moff s’ (a fabulous surf break) would bring me closer to one of my mid-life ambitions... learning to surf. Here is the reality: my time spent in MR ownership is now over nine months, while my swims in the ocean adds up to three, and my time spent surfing is zero hours!”

32 Queen of Colonies Parade, Moffat Beach 4551

07 5492 6666 • www.norfolks.com.au Receive a complimentary upgrade for Resort News readers when booking direct*

Matthew manages the business, assisted by a very small team. He joked: “Sara has the presence of mind to maintain a ‘real job’ in education so she does not get roped in too often to assist. This said, school holidays dovetail nicely with her availability over these times and levels of business – funny that!

subject to availability

resortnews | june 2018

profiles | Norfolks on Moffat Beach

“I am also supported by a very competent front office administrator and grounds/maintenance person, both in part time capacities and the complex’s housekeeping service is outsourced.” Norfolks on Moffat Beach is a 24-year-old property and is overseen by an “engaged and competent” body corporate who appreciate the need to maintain the resort in optimal condition and presentation.

Matthew stated: “What is presently being witnessed is an incremental improvement with the product offered, the look and feel of the guest accommodation and the overall guest experience.”

Even after years in the industry, Mathew still enjoys people.

“Treating my guests as I would wish to be treated comes to me with ease. I also find satisfaction in improving our offer, in yield management and business development.” Finally, Matthew praises the team of staff, body corporate and industry professionals who have played a part in the successful transition of the resort into Matthew’s experienced hands and the

Trent Pevy and the team at Pevy Lawyers are proud to be the chosen legal advisors for Norfolks on Moffat Beach. We wish Matthew and Sarah every success.

resortnews | june 2018

ownership by a syndicate. Resort News asked Matthew for his best advice and his typically modest reply was: “I do not profess to be an expert in this curious industry we call management rights. But, you can ask me again in five years!” ■ By Mandy Clarke, Industry Reporter

Norfolks on Moffat Beach

| profiles

The Norfolks Moffat Beach syndicate explained In 2017, when Matthew and Sara Taverner from Norfolks Moffat Beach were looking to purchase management rights on the Sunshine Coast, they quickly realised the disparity between their aspirations, what they could afford and what the bank would lend. Fortunately, their broker, Matt Campbell, from Australian Resort Management Sales reached out to industry experts Mike Phipps and Tony Rossiter who offer a transaction management service to find a solution and oversee the process end to end.. Mike Phipps explained: “Working with Tony Rossiter in our joint company, Transaction Management Consultants, we assist purchasers to analyse opportunities in the early stages and ensure the process and outcomes meet the

expectations of the group. “Often management rights purchases involve ongoing negotiations to ensure a mutually acceptable outcome and we certainly get involved to assist the purchaser group. With this purchase at Norfolks, we were dealing with very experienced agents who understood the issues and provided invaluable assistance in achieving a successful partnership result.” Look into the future... and the ultimate disaster for any business is a dysfunctional partnership. Mike revealed: “When things go wrong I can nearly always trace the problem back to the initial setting of expectations. From the beginning everyone must understand what the group is trying to achieve, and all have a shared goal. Too often, I’ve seen personality conflict

that could have been avoided by better matchmaking and ensuring that expectations were in alignment. “However, in the case of Norfolks we knew that we had a very experienced senior accommodation industry manager in Matthew, and his involvement made the process much easier. Generally, we advise investor groups to only partner with experienced working partners and in Matthew and Sarah we certainly had the right people.” Working with Trent Pevy of Pevy Lawyers and Peter Brewer of Pbb Consult was also a positive experience. “These guys are pro-active and understand the processes; we didn’t have to re-invent the wheel and that’s a huge help, ensuring a smooth transaction. Their credibility in the industry meant that the outcomes

of their reports were taken seriously and that’s a very good thing, particularly if some re-negotiation is required during the process,” Mike admitted. Readers, think of it this way... Transaction Management Consultants act like traff ic cops, working with the lawyer, accountant and the finance function that Mike Phipps Finance provides, aiming to avoid an accident. Mike added: “My advice to anyone thinking of acquiring a management rights in a partnership structure is to do their homework and only engage industry professionals. Don’t try and manage the process yourself, the task requires an independent and dispassionate approach and that’s what we provide.”

HONESTY PROFESSIONALISM INTEGRITY Your Sunshine Coast Specialists

We are proud of our association with Matthew and Sara and wish them every success in their business at Norfolks on Moffat Beach Call Barry or Matt today or email contact@managementrights.com

Barry Matt 0438 554 995 0410 343 219 Sunshine Coast Sunshine Coast

www.managementrights.com resortnews | june 2018

profiles | Holiday Inn Cairns Harbourside

Guests feel special at Holiday Inn Harbourside Cairns Loyal guests are created. They return to the Holiday Inn Cairns Harbourside, satisfied with their experience and fortify the brand’s accomplished record of excellent personal service provided by the friendly team, within beautifully maintained tropical facilities, while soaking up the stunning and serene oceanfront location. And this spot? Between the lush rolling mountains of the hinterland and Cairns Esplanade, overlooking beautiful ocean – is just heavenly! Holiday Inn Cairns Harbourside offers 173 stylishly appointed rooms and suites, each with its own private balcony. It has been owned by Taisei Kanko Australia Pty Limited since 1991, one of the most long-standing hotel owners in Cairns. IHG (InterContinental Hotels Group) took over the management of the hotel in September 2015 and introduced the well-loved Holiday Inn brand. Nick Henderson, the general manager of Holiday Inn Cairns Harbourside stated: “At Holiday Inn Hotels we believe the Joy of Travel for everyone. Holiday Inn opened the doors of their first hotel in 1952. Since then they’ve been making travel a more enjoyable experience for all sorts

feedback reinforces just how much they enjoy the range of excellent hotel amenities and services that include: the swimming pool and whirlpool, 24-hour room service, free internet, free CBD shuttle, and we mustn’t forget the brand’s world-renowned sparkling service. The versatile conference and event facilities are superb and offer seven flexible spaces that are ideal to hold networking functions, also a creative meeting or a business retreat. Nick Henderson, the general manager of Holiday Inn Cairns Harbourside of people, all over the world. And the brand will keep on evolving to do this for years to come. “We pride ourselves on warmly welcoming everyone, putting guests truly at ease, proactively looking for ways to make guests stay brighter and more memorable, and being accessible for all. At Holiday Inn our hotel is a place of relaxation and conversation, whether you’re on the trip of a lifetime, a family vacation, or just business.

of our guests, is what we strive for every day. “Holiday Inn is also truly loved by families with the Kids Eat & Stay Free policy.”

“We want the bright sign of every Holiday Inn hotel to be a signal that you’ve reached a place you can completely depend on to make your travel experience an enjoyable one.

Since IHG took over the hotel many enhancements have been made and amenities introduced to reflect the brand story and enrich guest experiences. Nick clarified: “We introduced, the fluffy and comfortable soft and firm Holiday Inn pillows as well as new mattresses and new carpets in all guestrooms to maximise guest comfort. Also, there has been continuous improvements made to function rooms and hotel facilities, as well as the restaurant and bar.”

“And delivering that, to every one

At this establishment guests

resortnews | june 2018

This means that the hotel can cater for up to 200 cocktail, 120 theatre, 150 banquet and 80 classroom styles with the majority equipped with advanced AV technology. Situated only a stroll into town along the beautiful Esplanade the hotel is very convenient for all guests, and it’s only seven minutes’ drive from Cairns Airport. Furthermore, with the recent opening of its dining destination, Harbourside Bar & Kitchen the hotel promises to strengthen its position, as one of Cairns most desirable eating destinations, and this has caused a buzz at the Holiday Inn Cairns Harbourside! Elizabeth Jacques, the director asset management, for Taisei Kanko Australia Pty Limited stated “In April 2018 we were thrilled to introduce the new

Holiday Inn Cairns Harbourside

Twin Standard Ocean View Room food ethos of ‘paddock to plate’ using high quality produce from our food bowl on the Atherton Tablelands and beyond, we are offering a fresh interpretation of Cairns cuisine to the market, which we hope will delight our guests and contribute to the local economy. “Sourcing locally also contributes to reducing our carbon footprint, as does our ‘vineyard to glass’ wine philosophy focussing on organic, biodynamic, sustainable and natural wines. We look forward to many fruitful years ahead collaborating with local producers and offering a worldclass food & wine experience to the market.”

| profiles

King Standard Mountain View Room

Formerly Teshi's Restaurant and Blue Mango Café Wine Bar, Harbourside Bar & Kitchen is already delighting guests with fresh and tasty ingredients from around the region and celebrating the hotel’s roots in Australia’s tropical north. With mouth-watering dishes include: Tablelands lamb fillet with Davidson plum jam, tropical and North Queensland crusted barramundi topped with Wondaree macadamias. The Harbourside Bar & Kitchen radiates a laid-back casual, yet elegant atmosphere, enhanced by the high ceilings and eclectic décor, but it’s the stunning location overlooking the Coral

Sea and lush green parkland of The Esplanade that completely captivates. This is space where guests can sit back with a delightful meal and a glass of wine, to enjoy the stunning daytime views or moonlight panorama after experiencing exceptional Holiday Inn Harbourside Cairns hospitality. Nick added: “We are so proud of Harbourside Bar & Kitchen. We have created a new dining concept that is sure to create waves in the Cairns dining scene. Executive chef, Marcel Stammeier is passionate about all the delicious produce from Cairns’ regional food bowl, and loves wowing guests with

innovative culinary creations combining fresh local ingredients with exquisite Australian native flavours. “We know that this new concept is in keeping with what our hotel guests and our local guests want and will only add to the experience of visitors to Tropical North Queensland. The high service standards compliment those already established at the Holiday Inn Cairns Harbourside and we look forward to creating great memories for all our future guests, be they local, domestic or international.” ■ By Mandy Clarke, Industry Reporter

We are Simba. The best value, comfortable and durable commercial textiles. Simba’s range of longer lasting, stronger commercial textiles that deliver real value for money.

www.simba.global/shop | E: orders.au@simba.global | Melb: (03) 9762 200 Syd: (02) 9540 9600 resortnews | june 2018

preferred supplier | Hynes Legal

Thinks differently, is different Conjure up your image of a typical law firm: would it be an expensive office full of serious suits, tapping pens on desks and billing in six-minute increments? All legal firms are the same, right? Wrong. Hynes Legal is a specialist law firm that focuses on the motel, strata and management rights industries. They are a high quality boutique law firm that breaks the traditional perception of a law firm. Hynes is different. Not in what they do, but in how they do it.

But how can Hynes Legal be any different, readers may ask… Hynes Legal does not practice in areas of law – they practice in industries. Management rights, motels and strata. This industry specialisation allows Hynes to focus on providing expert advice that helps clients achieve commercially realistic outcomes. This lack of traditional rigidity encourages collaboration, enhances creativity, and empowers the whole Hynes team to deliver the highest quality legal advice. When combined with innovative technology, this approach also reduces costs for clients. Frank Higginson, director and head of the body corporate and

allowing part-time and remote work for staff on the Sunshine Coast and the Gold Coast.

Hynes is different. Not in what they do, but in how they do it.

management rights practice told us, “We focus and specialise on the industries where we are considered the experts, where we have proven experience and where our people have the passion and desire to deliver the best solutions for our clients. “We specialise in community living (encompassing body corporate, strata, management rights, motels, aged care and retirement living). We have particular expertise in transactions along with more common issues such as dispute resolution and workplace relations, health and safety. “We can get to the point incredibly quickly because we have so much experience in our chosen industries. That specialisation allows us to provide fee certainty on most matters. We don’t need to guess how things will go, nor have lawyers spending hours learning about something.”

They have the technology and they use it… Hynes Legal has invested in technology to provide a more eff icient legal service. “Early on, we recognised the advantages and opportunities that technology can deliver to our clients. As part of our continuing investment into research and development, we are developing innovative ways to deliver highly eff icient, accurate legal solutions in a number of our key industry areas,” said Frank.

The Hynes Legal unique business model… •

An open plan off ice environment to encourage communication and collaboration for all. Not even the directors have physical off ices.

•

A Fortitude Valley location – away from Brisbane CBD off ice rents and overheads.

•

Flexible work arrangements

•

Having a group of remote and contract lawyers as a mobile resource for larger matters.

•

Saying no to work that does not sit within our industry model.

Frank said, “We want people to enjoy coming to work. The creation of this environment has achieved that.”

Readers, how does this help you? Accuracy, speed, eff iciency and attention to detail. Hynes Legal do not have to guess. They know the answers to what you need to know before you know it, and they are continuing to create industryleading processes and systems to help their clients. They can offer fixed fees on almost all strata matters. Frank confirmed: “We can do this because of our expertise, we know how situations play out. In litigation matters we can do that stage-by-stage so you have cost certainty. We can also offer success fees and retainer fees to clients who want to explore those options. Not having a high fixed overhead allows us that flexibility. Whatever your strata issue, we can help.”

Holman’s are extremely proud of our association with Hynes Legal and look forward to working with them in the future

resortnews | june 2018

Hynes Legal

| preferred supplier

Amy O'Donnell, Frank Higginson and Todd Garsden

Specialist advisors to the Accommodation Industry • Verification Reports • Trust Account • Audits • Business Services • Taxation • Accounting • Benchmarking

Management Rights Sales has had an ongoing working association with Frank Higginson and the team at Hynes Legal for the past 21 years and appreciate their support and extensive knowledge of the management rights industry.

We are proud supporters of Hynes Legal and the management rights industry. SUNSHINE COAST John Siemon BRISBANE/GOLD COAST Sam Hodgetts

(07) 5474 8955 (07) 3421 3421

cpa@mcadamsiemon.com.au www.mcadamsiemon.com.au

NQ Lending

Management Rights & Motel Finance Proud to be in Hynes Legal’s network of industry professionals

Thinking of Buying or Selling A Management Rights?

Danny Adams

0408 772 295

P: 1300 928 556 | E: info@mrsales.com.au

www.nqlending.com.au danny@nqlending.com.au

Servicing Australia Wide

Your North Qld Finance Specialist Astute Financial Management Pty Ltd | ABN 59 093 587 010 Australian Credit Licence Number 364253 resortnews | june 2018

preferred supplier | Hynes Legal

Our team Resort News readers would primarily associate Hynes Legal with Frank Higginson and management rights.

Frank Higginson

Frank Higginson Frank Higginson is the director of Hynes Legal and has practiced in property-related matters his entire legal career. Since the late 1990s he has practiced almost exclusively in strata related matters - being management rights and body corporate law. Frank said: “Hynes Legal is a genuine boutique law firm with a principal focus on the converging themes of density, demographics and technology. The quarter acre block is gone as a lifestyle choice

Amy O'Donnell

for most. The future is community living in its varied forms and we specialise in them. “We have the largest team of management rights specialists in Queensland. Management rights is an area that we are passionate about and invest a great deal of time in growing our knowledge base. We regularly present on management rights law and other areas pertinent to the sector via webinar, industry events or a cup of coffee with current and potential clients.

“Our team provides advice to many buyers and sellers of management rights businesses along with counsel to those already in the industry. We handle all aspects of a management rights transaction.” One of Hynes Legal’s major strengths is its work in motel transactions, leasing and management rights.

Amy O'Donnell Amy O'Donnell has 20 years’ experience in property law, more

resortnews | june 2018

than half of which has been spent at Hynes Legal. She said: “My experience is wide ranging, and I have extensive experience in all property matters, but currently, my focus is now very specialised - which is motels, specialised leasing matters and management rights. I have acted for hundreds of buyers and sellers of management rights and motel businesses and help my clients to reach not only the legal solutions but the best commercial outcomes.”

Hynes Legal

| preferred supplier

I have always had an interest in the property industry, having been a ‘property trader’ from a relatively young age and enjoy the interesting blend of work that body corporate and management rights matters creates. – Todd Garsden

Amy has experience in dealing with motel matters all over Queensland and New South Wales.

also assists in many aspects of the management rights practice where the two areas regularly intertwine.

“Although our main off ice is in Brisbane, we enjoy engaging and working with clients all over Queensland. I regularly travel to both the Sunshine Coast and Gold Coast to assist clients in a face-to-face manner. We understand that clients, on occasion, prefer face-to-face communication and we enjoy it as well.”

Todd said: “I have always had an interest in the property industry, having been a ‘property trader’ from a relatively young age and enjoy the interesting blend of work that body corporate and management rights matters creates.

Todd Garsden Todd Garsden is a senior associate in the strata team at Hynes Legal. He has spent his entire legal career at Hynes Legal after graduating from the Queensland University of Technology with a Law and Finance degree in 2012 after studying on a sporting and academic scholarship. His primary focus is the firm’s body corporate law practice, but he

“I understand the commercial drivers for clients in their investing activities but also the ones that come from other drivers, such as the emotions that can run hot in strata matters. I have helped clients navigate some extremely emotive issues during my time at Hynes Legal.” Todd is a familiar face in the industry, presenting regularly to strata managers about body corporate issues and also at the Strata Community Association (Qld) annual conference with the Commissioner for Body Corporate and Community Management about by-law issues. ■

Todd Garsden

The new RAAS Property Group look forward to protecting and growing the business of our partners and are proud of our continued association with Hynes Legal.

“Your Partner in Success” Proud to be associated with the Hynes Legal team

Calvin Bailey

Alex Barker-Ré

Mobile: 0414 889 593

Mobile: 0414 835 128

info@cairnsbeaches.com

RAAS Gold Coast | 2/211 Ron Penhaligon Way, Robina QLD 4226 Ph: 07 5593 0007 | goldcoast@raas.com.au | www.raas.com.au

alex@cmbr.com.au

Buyers / Sellers / Developers Contact us today to find out how we may assist you

www.calvinbaileymanagementrights.com.au

No one sells more units, apartments or townhouses than us.

resortnews | june 2018

preferred supplier | Hynes Legal

We are proud of our long standing association with Frank and the team at Hynes Legal

Property Bridge ● MANAGEMENT RIGHTS ● RESORTS

The team at Property Bridge are proud to work with Hynes Legal Bobo Qi 0438 027 771 bobo@propertybridge.com.au

Rhonda Perkins 0418 767 115 rhonda@propertybridge.com.au ● FREE MARKET APPRAISALS ● QUALIFIED BUYERS ● DISCREET “SILENT” LISTINGS ● UNRIVALLED BUYER SUPPORT

propertybridge.com.au

Management Rights & Motel Finance Pty Ltd

Interest only and flexible products Borrow 70% of the purchase price Arranged finance for over 1500 buildings Personal professional & timely service assured Free client service • 7 day access MARK RYALL

MOB: 0419 640 215 PH: 07 5564 1100

mark@mrmfinance.com.au www.mrmfinance.com.au

Specialist Business Advisors to the Management and Letting Industry Proud to be associated with the team at Hynes Legal Brisbane Level 4, 97 Creek St, Brisbane 07 3002 2699

Gold Coast Level 3, Southport Central 3, 9 Lawson St, Southport

Scott Wicks: scottw@archergowland.com.au Smiljan Jankovic: smiljanj@archergowland.com.au www.archergowland.com.au

resortnews | june 2018

Hynes Legal

| preferred supplier

Our expertise Does Hynes Legal have a good track record? Yes. Clients need to be able to access specialist industry legal advice at the right time and at the right cost. Legal advice that is matched with a strategy to help you achieve what you are looking for. Frank said: “We have acted in hundreds of contested matters over the years and can guide you strategically around the maze of personalities that can come into play in any management rights matter. If you don’t believe me, here are just a snippet of the more recent five-star Google online rave reviews that we receive from our many satisfied clients…”

Testimonials Benoit Jenny: “Trying to understand body corporate issues are somewhat complex and at times you just go around in circles asking yourself how did such a trivial matter ruin in our case our dream purchase of our beach holiday unit..." "A good friend pointed us in the Hynes Legal team’s direction saying they will get results! Todd at Hynes legal whose advice and help has been indispensable to us." "His knowledge of the body corporate rules and his legal knowledge enabled us to get results that we were not able to achieve ourselves. They are upfront about their fees avoiding the hidden costs. I could only but recommend their expertise. Now we can just head to the beach and relax!” Violet Blackstock: “I would say that dealing with Hynes has been one of the best experiences I have had with any legal firm ever! Their service is exactly as good as they promise." "From the word go they are professional, quick to respond and deliver what they promise. And once the matter has been completed they don't just say good-bye and you don't hear from them again. They follow up constantly with great tips,

advice and useful material to help you in your management rights business. "I would highly recommend the team and Hynes Legal to anyone looking for great lawyers when purchasing or selling a management letting rights business.” Mei Chu Wang: “Frank and his team are professional, they are the best in MR industries. I won't hesitate in recommending their service.” Jennifer Jovic: “I rang this firm for something they have expertise in and they quickly pointed me in the right direction at no charge. And did it straight away too. Something I think is very uncommon for law firms today.” Kate Schooneman: “The team at Hynes Legal are very helpful and friendly. I highly recommend them. They made the whole process very easy me. Thank you Hynes Legal.” Miles Rossiter: “My business partner Alison Brown and I have been in the management rights industry now for 24 years." "During this time, we moved from being financiers to the industry to being on site owner operators in a number of large residential buildings and more recently successfully establishing a large off-the-plan complex in Brisbane." "We also operate a consultancy business for new entrants to the industry to assist them to set up their own office functions to run as smoothly and as efficiently as possible." "During this time Frank Higginson and his team have been there professionally for us not only from a legal point of view but also the Body Corporate and Property Occupations Act for any matters that arose."

1300 665 966

resortbrokers.com.au

“I’ve known Frank Higginson professionally for more than 20 years and seen him become one of the nation’s top specialist management rights lawyers. Frank and his Hynes Legal team are tremendous supporters of the industry and highly regarded across the sector.” Ian Crooks, Managing Director Resort Brokers Australia

"Given our association we are more than happy to recommend Hynes Legal to any person or persons in the industry be they experienced or not as Frank and his team are a cut well above the rest.” ■ resortnews | june 2018

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| preferred supplier

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pbbconsult - Chartered Accountants Specialist Accommodation Industry Advisers QLD/NSW/VIC Ph: (07) 5449 9992 W: www.pbbconsult.com.au

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MANAGEMENT ACCOUNTANTS management rights income verification management rights trust account auditing preparation of bank review / re-finance figures

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phone 07 5575 9649 | mobile 0411 841 868 erikathomas@bigpond.com www.managementrightsauditor.com.au

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Telephone 07 55202144 Paul Shannon paul@brownandbenson.com.au www.brownandbenson.com.au

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Verification Reports - Due Diligences Tax Planning & Structures For Sale Figures - Auditing Tax & Accounting FIRST INTERVIEW FREE! Greg Kamp CPA

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Experienced Management Rights Accountants • P&L for Sale • Bank Financials • All Tax Compliance • Purchaser Due Diligence

Accounting & Taxation Trust Account Audits P&L for Sale

Call 07 5522 1044 P: 5456 4018 Eagle_Dad_Print.pdf 1 31/03/15 10:47 AM enquiries@climatecontrol.net.au E: renee@rcbaccounting.com.au W: rcbaccounting.com.au www.climatecontrol.net.au

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CMY

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www.mbapartnership.com.au www.mbapartn www.managementrightsaustralia.net

resortnews | june 2018

The sign of an Industry Specialist.

preferred supplier | Directory BATHROOM RENOVATIONS

The sign of an Industry Specialist. 1800 425 903

www.sleepmaker.com.au

CARPET & CARPET TILES

NEW CarpEt - rEpaIrS

Garry McLean Mobile Showroom 0412 661 053 p 55 782 774 info@wizardcarpets.com F 55 782 590 www.wizardcarpets.com

The sign of an Industry Specialist.

BEDS & BEDDING

CARPET & FURNITURE CLEANING/PROTECTION

Personal, Professional, Reliable Service Brisbane to Far North Queensland

P:07 5443 3138

F:07 5443 3334 sunshine@selectstrata.com.au www.selectstrata.com.au

strata title consultants & body corporate managers

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Across the Sunshine Coast Call 0438 302 591 www.firstresort.com.au CLEANING CONTRACTORS

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BUILDING MAINTENANCE SERVICES

manufacturers of quality bedding QUALITY WITHOUT COMPROMISE

FACTORY PRICES DIRECT Sunshine Coast (07) 5446 7541 Cairns (07) 4032 5133 www.themattresscompany.com.au

LIFESTYLE BODY CORPORATE MANAGERS

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Industry leaders with an active approach to body corporate management

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HIRISE MAINTENANCE PTY LTD

PAINTING, ABSEIL ANCHOR INSTALL & CERTIFICATION, BUILDING WASHDOWNS, SIGN INSTALLATION, CONCRETE CANCER REPAIRS, SEALING REPAIRS/WATERPROOFING, WINDOW CLEANING & GENERAL MAINTENANCE

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Reward your best suppliers by nominating them for the Preferred Supplier Programme. 58

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resortnews | june 2018

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Simply send their details with a short testimonial to: psp@resortpublishing.com.au or Call (07) 5440 5322

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Directory

CLEANING CONTRACTORS - REFUSE CHUTES

The sign of an Industry Specialist.

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Motels, caravan parks etc. from $220 to $330 p.a.

Phone (07) 5446 2135

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service

| preferred supplier

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Red

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# &, ! , & , "%& $,

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resortnews | june 2018

The sign of an Industry Specialist 59

preferred supplier | Directory FLOOR COVERINGS

LINEN &/OR LINEN GOODS

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For an informal chat on your insurances, contact the team: 07 3387 1900 beenleigh@ajg.com.au

Quality Aust Products to meet All Building & Government Standards

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P: (07) 5596 1440 E: info@sunni.com.au

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resortnews | june 2018

Directory

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MANAGED COMPLEX

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June 2018

Calvin Bail ey Manage ment Righ ts dedicate Unit Sales d unit sale has hit the ground run s division - CBMR ning We are alrea dy protectin CBMR Unit S g your letting ales has arri ved and is lis pools! we speak!. ting and se

lling manag ed complex Thank you fo units to inve r all those w stors as onderful mes an amazing sages and a start. huge thanks to those listin If you have m g with us, its issed our la been u n don’t hesita te to give us ch or want to know mor e about our a call. service to yo Call or emai u, the manag l us ers, complex. Cal anytime to enquire abou l Alex on 041 t CBMR Unit 4 835128 or S al es an d gain contr email alex@ Kind Regard ol of sales in cbmr.com.a s, your u Alex, Calvin & Helen Calvin Baile y Managem ent Rights

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0414 889 593 calvin@cbmr.com.au