Resort News - March 2019

Registered by Australia Post Print Post No. 100023799

Issue 271 | March 2019 | $13.75 inc. GST

The Monthly Magazine for Accommodation Industry Professionals

www.accomnews.com.au

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MANAGEMENT RIGHTS MOTELS REAL ESTATE SPECIAL PROJECTS PROJECT MARKETING

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GREAT COMPLEX ON THE NORTH SIDE Complex has been run by a single operator and it is situated in one of the most desirable locations on the north side. Close to all amenities, schools etc. You won’t be disappointed.

Robert Collins 0404 678 792 – robertc@raas.com.au

Nett: $114,000

Total Price: $927,000

NORTH QUEENSLAND

LOCATION, ELEGANCE AND QUALITY Magnificent building in the heart of the entertainment and restaurant hub of downtown South Townsville. Only 8 years old and every apartment has views of the marina and the ocean.

Secure access to both the building and the car parking. The manager’s apartment is completely separate from the office. Building is not difficult to maintain with all equipment supplied by the body corporate.

Wayne Holmes 0417 074 989 – wayneh@raas.com.au

Nett: $225,863

Total Price: $1,565,000

GOLD COAST

JOIN ROYALTY AT “CASTLES IN THE SKY” A PREMIER LIFESTYLE MANAGEMENT RIGHTS COMPLEX This is a fantastic opportunity to purchase an upmarket family home in a sought after complex with a large management rights income. No office hours and low maintenance gardens. This is a superb semi-retirement investment. The manager’s house has 4 bedrooms, large living dining, separate office and double garage with storage area.

Jon Love 0481 522 115 – jonl@raas.com.au

Nett: $141,100

Total Price: $1,189,000

SUNSHINE COAST

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Nett: $164,000

GROW YOUR BUSINESS

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Total Price: $1,600,000

PROTECT YOUR INVESTMENT

Phone 07 5593 0007 www.raasrights.com.au

The legal stuff...

The views and images expressed in Resort News do not necessarily reflect the views of the publisher. The information contained in Resort News is intended to act as a guide only, the publisher, authors and editors expressly disclaim all liability for the results of action taken or not taken on the basis of information contained herein. We recommend professional advice is sought before making important business decisions.

Inside our March issue Front Desk In whose best interests?...................................................... 05

Advertising Conditions

Industry

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

News In Brief............................................................................. 06 Kim Cox: Industry caretaker.................................................10 Building an effective body corporate committee relationship..........................................................12

Disclaimer Any mention of a product, service or supplier in editorial is not indicative of any endorsement by the author, editor or publisher. Although the publisher, editor and authors do all they can to ensure accuracy in all editorial content, readers are advised to fact check for themselves, any opinion or statement made by a reporter, editor, columnist, contributor, interviewee, supplier or any other entity involved before making judgements or decisions based on the materials contained herein.

Resort News, its publisher, editor and staff, is not responsible for and does not accept liability for any damages, defamation or other consequences (including but not limited to revenue and/or profit loss) claimed to have occurred as the result of anything contained within this publication, to the extent permitted by law.

Advertisers and Advertising Agents warrant to the publisher that any advertising material placed is in no way an infringement of any copyright or other right and does not breach confidence, is not defamatory, libellous or unlawful, does not slander title, does not contain anything obscene or indecent and does not infringe the Consumer Guarantees Act or other laws, regulations or statutes. Moreover, advertisers or advertising agents agree to indemnify the publisher and its’ agents against any claims, demands, proceedings, damages, costs including legal costs or other costs or expenses properly incurred, penalties, judgements, occasioned to the publisher in consequence of any breach of the above warranties. © 2019 Multimedia Pty Ltd. It is an infringement of copyright to reproduce in any way all or part of this publication without the written consent of the publisher.

PO Box 1080, Noosaville BC, Queensland, Australia 4566 Phone: (07) 5440 5322 Fax: (07) 5604 1680 mail@accomnews.com.au www.accomnews.com.au

EDITOR Trish Riley, editor@accomnews.com.au

When do we need a returning officer?.............................14

23

You’re not alone.........................................................................15 Management Dear Kenneth.............................................................................18 The compliance challenge...................................................19 Protecting intellectual property rights in strata......... 20 Expected selling time............................................................ 20 Are you doing the two-step?............................................... 22 Managing a defective building work claim................... 23 Car parks: the ‘not-so-pretty’ essential first impression..........................................................................24 Achieving an at-home feel begins with the bathroom.................................................................. 26

31

Delivering on the promise of automation for the hospitality industry..................................................................27 Tourism News in Brief............................................................................. 28 The Last Resort.........................................................................31 Events & Appointments

STAFF WRITERS Kate Jackson

News In Brief............................................................................. 34

DESIGN & PRODUCTION Richard McGill, production@accomnews.com.au

Developments

ADVERTISING Stewart Shimmin, advertising@accomnews.com.au SUBSCRIPTIONS Gavin Bill, subscriptions@accomnews.com.au CONTRIBUTORS Simon Barnard, Arvo Elias, Lynda Kypriadakis, Chris Irons, John Mahoney, Andrew Morgan, Col Myers, Mike Phipps and Trevor Rawnsley.

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

04

Property New Manager Profiles........................................................... 40 AccomProperties Sales Report......................................... 40 Profiles Riverside Hotel: Home away from home........................ 46

KEY Commercially funded supplier profile or supplier case study

News............................................................................................. 36

52 FRONT DESK

Preferred Suppliers Property services: The benefits of a Programmed approach...................................................... 52 The Preferred Suppliers Directory.....................................57

ResortNews | March, 2019

In whose best interests?

Unless you’ve been living under a rock for the past six months you will have heard about the fuss being made by the Royal Commission (and the Labor party) about how financial professionals handle the dollars they invest on their customers’ behalf. Those professionals must now act in the best interest of their clients. Really?

You mean they weren’t?

Shouldn’t all business professionals act in their clients’ best interests – without it being the law? And, just what does ‘acting in a client’s best interest’ mean?

Here are some simple – but often overlooked – ways we can put our clients first.

Stay connected We all like knowing that someone is thinking of us – it makes us feel important and valued. While flowers or a foot massage might be a good way to demonstrate that attention for a loved one, for our clients (the body corporate, committee, owners, tenants, guests), it might be a regular phone call to see how they are going, and whether anything has changed.

In addition to regular phone calls or email check-ins, it’s smart to implement a solid plan that keeps your operation top of mind and relevant. That plan could include collateral such as a regular newsletter, group meetings or community events. Communication like this enables you to better able

Trish Riley, Editor editor@accomnews.com.au to anticipate an upcoming need and offer your assistance – before someone else does.

Work together We’re talking collaboration here.

You may be the manager, but your ‘client’ has a vested interest in the property and its operation; even if they’re on holiday.

If a problem comes up, work through it and the solutions together – making sure you take the time to thoroughly understand both their pain points and their ideal outcome.

and the return on investment they can anticipate. You won’t have all the answers to every question, but if you are honest and candid throughout every interaction, you will gain their respect. And remember that it’s ok to say no.

You can’t resolve every issue they bring to you, and your honesty in that regard will go a long way.

Become indispensable

If you’re asking the right questions, and listening to your client’s requirements carefully, you’re more likely to be able to recommend the right solution at the right time. By working together you’ll raise the value of your services, and build long-term, mutuallybeneficial relationships.

Speak frankly You aren’t doing your clients any favours telling them what they want to hear or making promises you cannot keep. Respect their time, money and investment, setting realistic expectations for the solutions you’re proposing,

You become indispensable to your client not by simply successfully completing each task that’s included in the agreement.

You become indispensable by staying ahead of their needs, and by continually seeking and recommending ways they can improve their investment and meet industry challenges.

Remain informed and in touch with current trends, solutions and technologies The wisest people don’t pretend to know everything, the wisest people are the ones that seek input from others – experts in their respective fields of knowledge, and then distil

that information into new ideas, directions and innovation. As an accommodation provider, you generate value for your ‘clients’ when you provide a service and/ or return on investment that coincides with their expectations.

The more solutions you can offer, the higher the value they will place on your relationship, and will always look to you first as their expert go-to provider.

Bear in mind that your ‘clients’ are constantly being bombarded with marketing messages from external agents and competing providers offering complementary products and services.

If you haven’t been the one to introduce your clients to those options, they may respond to those messages – leaving you behind. The key take-away thought however, is perhaps the most obvious: it is in our own best interest that they succeed because our success is tied directly to theirs. If they lose, we lose.

I trust you will enjoy reading this issue.

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FRONT DESK

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05

Townsville payouts near $900 million Claims are still pouring in from Townsville following devastating floods in the north Queensland city recently.

The latest Insurance Council of Australia (ICA) figures show 21,515 claims have been lodged, with estimated insurance losses of $887 million. This represents 19,614 residential claims and 1901 commercial claims.

Many small businesses did not hold flood cover, raising fears some could face ruin if insurance claims are denied.

ICA says flood cover has been available to Townsville businesses since 2007, but National Insurance Brokers Association CEO Dallas Booth said it is not easy to place.

Mr Booth, who travelled to Townsville to meet owners of affected businesses, says

“the majority” did not have flood cover and most made the decision on cost.

“There is ‘a supply issue’ and ‘cover is not readily available’, and if it is available, it is not included as a matter of course, and it is strictly underwritten. It is not always provided when requested.

Damaged premises without flood cover will be individually assessed by insurers and hydrologists to ascertain if they have a storm damage claim. It is not known how many claims will be declined.

Standard wording defines flood as “the covering of normally dry land by water that has escaped or been released from the normal confines of any lake, river, creek or natural watercourse, whether or not altered or modified, or any reservoir, canal or dam”.

Mr Booth emphasised that

his comments are not a criticism of insurers.

industry everywhere responding to the needs of the community.”

“The challenge for insurers is the same challenge they face with residential strata [in the region] – it is called weather.

Townsville has had a massive amount of rain, and there are people from the insurance

He says the flood illustrates again the need for “proper planning, proper mitigation and inbuilt resilience. We have to be much smarter in the way we build and manage communities to keep down the cost of claims.”

Best interest duty "an impossible standard" The royal commission’s recommendation that brokers work under a best interest duty has been called “an impossible standard” by an association CEO and former regulator who saw Canada try and fail to do the same.

In 2016, Canada’s regulatory body the Canadian Securities Administrators (CSA) announced it would introduce a best interest standard after a four-year investigation exploring how the requirement would alter the market.

Within two years, each of the country’s regional regulators had scrapped the duty having failed to define “best” or sufficiently demonstrate how the value judgment could be enforced.

“When you’re talking about the ‘best’, it’s just an impossible standard. How are you supposed to nail down all the options?” said Samantha Gale, CEO of the Canadian Mortgage Brokers Association in British Columbia.

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The law says, ‘You must do a, b, c.’ But principle-based regulations say, ‘we have these lovely standards and you must abide by these lovely standards, so figure out a plan to do that’,” she said.

“When push came to shove, when the principle was explored in terms of application, everybody had a hard time trying to figure out what it meant and what it would require. It sounds good, it sounds like the right thing to do, but it wasn’t quite clear what it meant.

“It’s an unreachable, unsurpassable, unattainable standard,” she told Australian Broker.

Several articles that circulated after the duty was discarded pitted the interests of financial advisers as conflicting with those of the consumer.

To Gale, this is not a fair

representation. She explained, “The two [parties] aren’t necessarily opposed to each other. Looking after yourself in a professional capacity means that you need to be compensated.

Looking after your client means they need to be the recipient of your professional services. Hopefully, you’re both satisfied.”

On the spectrum of possible regulatory models, Gale places rule-based regulations on one end and principle-based regulations on the other. The proposed best interest duty falls in the latter group.

“With rule-based regulations, there’s complete clarity.

INDUSTRY

In Gale’s experience, regulators typically shy away from providing clarity due to liability concerns, despite the fact that regulated professionals require and tend to even explicitly request, clear rules.

It is a contractual business relationship between lawyer and client, with both parties understanding the terms of the arrangement.

"Regulators are good at coming up with standards, but they're short on applying that to practical circumstances so the industry is left to wonder, 'what does this mean and how does it apply?' That's the challenge of it," Gale said.

When it comes to the future of the duty in Australia, Gale foresees the need for “balanced rules that provide for standards, but that also provide clarity.”

Source: Australian Broker

ResortNews | March, 2019

Instant asset write-off to be extended Prime Minister Scott Morrison has announced the government will extend the time frame and the financial limit of the instant asset writeoff scheme.

The scheme currently allows businesses who turnover less than $10 million to writeoff an asset worth less than $20,000 in the current years’ tax return. This was initially available until June 30, 2019.

Under the new announcement, the scheme has been extended to 2020 and will be allowed to cover assets up to $25,000.

“Businesses can go out and invest today, whether it’s a vehicle, a piece of plant or equipment, all of it, up to $25,000, immediate writedown,” Mr Morrison said.

Industry groups have welcomed the news however some have called to make the scheme permanent.

Chamber of Commerce and Industry Queensland (CCIQ)’s Head of Industry Dan Petrie welcomes the extension but argues the scheme should be made permanent to make a lasting impact for businesses.

for the 2018-19 financial year and it simplifies the onerous depreciation schedules many small to medium sized enterprises undertake when completing taxation return,” Mr Petrie said.

“The cost of the scheme is estimated at $550 million

“We urge policy makers to make the current arrangement

permanent so that certainty can be achieved for the SME sector as well as tax professionals. “ According to the Australian Tax Office (ATO), around 350,000 businesses have claimed under the scheme in 2016-17, with an average amount being just $11,000.

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March, 2019 | ResortNews

hotelinteriors.com.au • 1300 876 055 INDUSTRY

07

Queensland pet reform Sixty two percent of Australian households have a pet. While tenants form a fraction of the overall number of Australian pet owners, there are many who still own a pet while renting.

So, when a lease ends or a shift occurs, it’s easy for pet owners to just take them to the next rental right?

This isn’t the case for the vast majority of pet owners across Queensland who own a pet and rent. The Queensland Residential Authority states that pets ‘are not favoured among homeowners’, with just ten percent of the state’s rental properties allowing pets.

But it doesn’t look like this statistic will last for much longer.

Antiquated rental policy is set for radical changes soon; creating relief for tenants and causing concerns for landlords alike.

Queensland has launched the first full-scale review of rental regulations in the past four decades. The ‘Open Doors to Renting Reform’ aims to make the residential tenancies and rooming accommodation more flexible by changing the rules around several rental issues, including the ‘keeping of pets’.

With more than a third of all households renting, Queensland has one of the highest proportions of rentals across Australia. With the Housing

Minister Mick de Brenni stating that “pets are part of our families” and "in some other jurisdictions across the country, they have established a regime where we can make easier arrangements between the landlord and the tenant to agree on having a pet."

Every tenant in Victoria will soon have the right to have a pet in their rental property under reforms to the state's tenancy rules which passed in September. While landlords will still need to provide consent, they will only be able to refuse in certain circumstances. The

onus will be on the landlord to get approval to refuse consent to a pet, once they have received the request from the tenant.

The Queensland reforms have everyone making suppositions: with many landlords fearing that their investments are going to be degraded by the overall lax in pet acceptance.

It also creates a foreseeable problem for landlords who lease on a room-by-room basis. In a rooming agreement, who gets the final say to approve a pet if the government is approving pets for all tenants? Requests

would need to be treated on a case-by-case rather than as a blanket rule. Some landlords are even calling for a ‘pet bond’ to be in place to mitigate any extra damages caused by tenants keeping a pet.

As one of the most contentious issues in community living, the reform on the table for Queensland will provide complete clarity on what owners can and cannot do regarding pets in their strata title homes; while body corporate managers deserve the same level of clarity involving their right to refuse.

Penthouse pool floods high-rise racking up damage bill into the ‘hundreds of thousands’ Homeowners have been left with a hefty damage bill after a leaking rooftop pool flooded a Surfers Paradise high-rise, leaving some apartments “unlivable”.

The Golden Gate Resort on Surfers Paradise Boulevard looked more like a water park after a pipe on one of the penthouse apartment pools began leaking through the

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apartments below. It didn’t take long for the water to soak through ceilings, carpets and furniture on the eastern side of the 33-storey building.

A staff member, who chose not to be named, said the deluge was swift, with residents left with water “up to their knees” in some areas.

“At this point in time there’s about six (apartments) that have been affected to the point that they’re probably unlivable

but there might be another 20 that are damaged as well.

The 60,000-litre pool dropped to one-third full, with most of its’ contents throughout the building.”

“It’s ruined quite a few apartments and it will be a huge repair bill, in the hundreds of thousands (of dollars) for sure.”

It is expected to take days before the full extent of the

INDUSTRY

damage is known. A handful of residents and holiday-makers were forced out of their homes.

While floors 33-27 bore the brunt of the damage, residents as far down as level five have also had water seeping through their homes.

The staff member said it would be an insurance nightmare as each individual apartment owner seeks advice from their insurance companies.

ResortNews | March, 2019

Give us a seat at tourism table, demands short-let giant HomeAway has criticised the Australian tourism industry for failing to include a single short-let representative among the 72 people on its eight tourism boards.

Mr Curry argues the short-stay industry wants to work with other major industry players to ensure a regulation outcome which is equitable to all parties.

“There are legitimate concerns the Australian Hotels Association have about the level of regulation they face, and they’ve used it to say there should be greater regulation,” he said.

The US short stay rentals platform, which last year absorbed Aussie icon Stayz, says short term rentals account for $1 billion in tourism revenue annually and should have a voice on at least one of the nation’s eight governmentappointed tourism boards.

“The solution is to let us work with you to lessen the red tape traditional accommodation has.

A quarter of tourism board members have either come from the hotel industry or have backgrounds within it.

out on valuable input. Short stays represent some 16 percent of holiday nights booked yearly in Australia.

While many might argue the platform’s owner, Expedia, wields more than enough power within the local market, HomeAway director of corporate affairs, Eacham Curry, says Australia’s tourism boards are missing

Mr Curry told The Australian: “We’ve got this unique snapshot that covers endto-end booking, travel arrangements, the whole lot, which is very rare.

“That’s a unique piece of

information. If the government and others are serious about getting a more complete snapshot, you’ve got to have our voice represented.”

While Airbnb has long advocated working with the industry and government on fair short-stay regulation, recent clashes have not furthered the cause.

While the battle lines were initially drawn between short-term accommodation platforms and traditional providers, they have become increasingly blurred as hotels look to list on Airbnb.

Australia’s eight governmentappointed boards are: Tourism Australia, Tourism WA, Tourism NT, Tourism and Events QLD, Destination NSW, Visit Victoria, SA Tourism Commission and Tourism Tasmania.

Queensland tourism authority shamed over irresponsible collaborative promotional campaign A Queensland tourism authority has hit back at claims of incompetence over its partnering of US OTA giants on regional tourism promotions.

Tourism Port Douglas Daintree (TPDD) came under fire recently for its decision to promote the region in tandem with Expedia, through an arrangement requiring providers to discount rates already subject to the booking platform’s 15 percent commission.

The authority last year launched a similar promotion targeting Melburnians by linking with Booking.com. Both OTAs were named in a UK crackdown this month on platforms using misleading marketing practices.

Tourism advocacy group Port Douglas Direct (PDD) accused the authority of “pure negligence”, spokesperson Gerry Ireland saying: “The executive officer and directors of Tourism Port Douglas Daintree have entered into an irresponsible collaborative promotional March, 2019 | ResortNews

campaign with Expedia and Wotif.”

The authority’s executive officer, Tara Bennett, told ResortNews: “Within the current distribution climate, TPDD has a balanced marketing plan which includes strategic engagement with significant online partners such as OTAs, particularly in high need periods.

“The tactical activity with Expedia enables an agile response to negative media coverage of recent weather events and region-wide soft occupancy to drive bookings for the April to June shoulder period.

Discover Paradise publication, TPDD website, and promotions such as the upcoming Show Me Your Paradise campaign running across social media and traditional channels.

“TPDD will continue to make its partnership decisions on the basis of maximising our potential audience reach, value to our members and marketing footprint,” she said.

“There are more than 140 properties in the Douglas region who currently utilise Expedia within their distribution strategy and who will have the opportunity to benefit from the activity, but also have the option to close out dates to ensure optimal yield through direct or other distribution channels.”

However, Gerry Ireland argues the Discover Paradise publication is outdated and the TPDD website offers no option to book and pay for accommodation, so customers have to exit the site and book through commission-charging platforms.

“Partnering with Expedia seems to be a reflexive and easy option to an urgent need to drive bookings and occupancy,” he told ResortNews.

QLD - NSW - VIC - WA

Ms Bennett went on to outline other direct-to-consumer promotions such as the INDUSTRY

09

Kim Cox: Industry caretaker

went on to close the Brisbane branch and make changes to Gold Coast. He began working with John Anderson, a highly intelligent man known for his methodical and practical approach and a lengthy period of submissions and bureaucracy followed.

By Trish Riley, Editor

One gets the impression when discussing management rights with Kim Cox, that he’s forgotten more than most of us will ever know. Steeped in the industry; historically and currently in his latest role as consultant, Kim and his wife Suzie have owned and/or managed all types of property complex, including hi-rise, medium-rise, walk-up and town house or villa type community title schemes and as a result, have an indepth knowledge and understanding of the way in which community titled schemes should work.

It was during this time that Kim recalls working with government communications consultant Peter McCall, and his invaluable tutelage regarding the preparation of strategies to create bottom up demand.

“In 12 years, I saw many politicians come and go,” says Kim, “but with Peter’s help I became acutely aware of the power of lobbying, and just how critical it is to keep addressing those issues that have the potential of impacting on the industry.

“The majority of operators don’t always understand or appreciate the risk that exists for the value of their business by a simple change in legislation.

He did however, have a life before MLR and facility management.

Born in Victoria in a “small country town”, Kim joined the police force and was a key member of the homicide squad for 18 years before moving – together with his extended family - to the Sunshine Coast in 1996, and after looking at a number of business opportunities, he bought into their first management rights – Chateau Royale (in Mooloolaba) and Noosa Hill Resort in Noosa.

When asked why he chose management rights over the other business opportunities, Kim says it was purely the return on investment offered, he really had no idea how it would go on to shape his career and life.

In 1998 Kim joined the Sunshine Coast branch of QRAMA when there were just 120 members,

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“That period was a critical juncture for the sector. We went from a situation where it was almost impossible to establish contact with politicians to becoming industry spokespersons, and being invited to make representation alongside other associations. and by teaming up with Tourism Sunshine Coast and doorknocking alongside a fellow member, membership more than doubled. After six months, when Barry Turner sold his property, Kim was voted in as the Sunshine Coast branch president, and recognising that the ‘cottage industry’ was poised for significant growth, he set about focusing on local issues and dealing with things at a grass roots level.

As the local issues being

experienced became industry issues being dealt with on a wider scale, Kim began to learn the finer art of lobbying and he was invited to meet with the BCCM commissioner.

“It’s hard to believe,” says Kim, “but QRAMA was (and still is as ARAMA) perhaps one of the more measured perspectives at that time; and it stood us in good stead.”

At a time of massive industry upheaval, Kim became QRAMA state president in 1999, and he

INDUSTRY

“The other vital lesson I learnt back then was to always have a much longer list of requests than was necessary, out of the 12 items we were proposing at that meeting, five were approved so we all won.”

In 2002, the association (now ARAMA) reopened Brisbane and the association spread quickly to Hervey Bay, Cairns, Port Douglas and even Sydney.

Managers were actively looking for a group like ours and the association grew quickly.

Management rights is a ResortNews | March, 2019

Management rights is a people business, not a property business business model that works extremely well, particularly in situations where you have absentee owners/investors, and with Queensland the undisputed leader of Australian holiday destinations, the strength of the association was always in Queensland.

The industry is complex and still evolving however, and the changes being touted, and even implemented, in other states, are significant.

“When MLR started, most properties were low-rise ‘walk-ups’ with 20 to 30 units and they were managed by ‘moms and dads’ looking for a transitional business and lifestyle opportunity,” says Kim. “Nowadays however, the properties are towers or expansive complexes featuring hundreds of units and the ‘traditional’ management and maintenance duties typically included in agreements are no longer unachievable.

“The onsite manager is a streamlined (and usually very stressed) combination

March, 2019 | ResortNews

of caretaker and facility manager, and we are seeing an increasing need for clear and concise agreements with terminology and work schedules that are not subjective and open to interpretation, and a greater emphasis on facility management training.

“I would even go as far as to encourage a name change from ‘resident manager’ to ‘resident facility manager,’ as it is more indicative of what the role is,” adds Kim. The statutory requirement of having a Resident Letting Agents, or full real estate agents license covers only a small portion of the manager’s role. The licenses are based primarily on the rental facet of managing properties and not the aspect that most residents are concerned about: building management and caretaking.

“Unfortunately, there are escalating problems between managers, bodies corporate and committees,” he says, “and its largely due to the inherent

gaps we have in agreements, procedures, the handover and compliance.

all have a vested interest in the property being maintained and promoted the best it can be.

“Having worked with buildings that are corporate, short-term or holiday use, long-term or permanent, in both the CBD and regional locations, I can tell you that the design or style of the building tends to create challenges specific to that design, and that they all have issues that are intrinsic to community living.

So, while many schemes are not going to get the ‘experienced’ operators that they are all hankering after, new people are healthy for the sector. Strata, management rights and community living are multi-billion-dollar industries and any shift towards greater accreditation and professionalism should be welcomed.”

“It’s imperative that our ‘managers’ be made aware of the ‘bigger picture’ and that they are encouraged to seek out additional qualifications in facility management so that they may be better equipped to address and manage the role competently.

“It’s a dynamic, evolving industry,” says Kim, “but fundamentally it’s a people business not a property business. Managers are working very closely with committees, owners, residents and guests – a lot of the time – and as with any ‘marriage’, they

INDUSTRY

As the longest serving president and then chairman of ARAMA, Kim began working as a consultant with BMCS in 2015.

When asked what he loves about this field, he is clear: “helping people to better understand the contractual arrangements in place and assisting all parties/ stakeholders in clarifying what is expected from a caretaker or facility manager.”

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Building an effective body corporate committee relationship A body corporate committee or owners’ corporation committee (depending on the state you are in) can make or break your journey as a resident manager – and your relationship with these stakeholders can impact the capital value of your business.

In any business, client confidence, customer expectation and long-term commercial success can only be achieved with a proactive focus on building and maintaining strong relationships. Working with a body corporate committee is no different.

Committee members, chairpersons and body corporate managers will come and go, but

emotional investment or shared desire to achieve collectively.

In order to build confidence from the body corporate committee and strengthen ties with committee members, it is important to clearly demonstrate the benefits of management rights to the complex and lot owners.

Trevor Rawnsley, CEO, ARAMA

your relationship with them over time is ultimately what drives the success of the complex and they simply cannot be ignored.

Experienced resident managers view these stakeholders as important clients and never take them for granted. Failure to do so could result in pushback or lackluster effort when it comes time to take action or require their support, as there is no

A robust understanding of every part of the caretaking agreement, and perceived role, will also help to demonstrate value. Mapping out a strategy for success and a timeline with key dates and milestones will also allow you to anticipate stakeholder needs and plan ahead to identify ways to add value at each opportunity to do so.

The sooner a resident manager can grasp and deliver on the needs of the complex, the quicker they can work towards more efficient workflow and begin delivering cost efficiencies.

There is no more effective way to highlight the beauty of management rights than to deliver a superior rental return for the letting pool or more value for money as a caretaking service contractor.

Australian Resident Accommodation Managers Association is the peak industry body representing the interests of people who are involved in management rights.

Perception is everything, and the manner in which the manager is viewed is also worth a holistic assessment. Not only is it important to maintain a professional appearance and clear and concise written communication, but they should also possess an overall ‘can-do’, positive attitude that projects friendliness and reliability.

For membership enquiries: www.arama.com.au

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

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It should be the resident manager’s business to know more about the complex than anybody else. This includes understanding the scheme’s by-laws and the Community Management Statement (CMS), keeping abreast of local news and developments, meeting with lot owners annually (at least), and even getting to know the neighbours.

Reliability can evolve into integrity and trust through displaying an unwavering

INDUSTRY

commitment to the best interests of the complex. While different stakeholders come and go, the property will always remain, and driving a ‘best for building’ approach to decision-making will go a long way towards building good relationships with both the unit owner clients and the committee.

One area even the most experienced resident managers can find challenging is regular communication with all stakeholders. Reporting achievements and promoting them to lot owners indicates your positive intent and sending clear and concise reports with recommendations to the body corporate committee reinforces your management value.

Investing in professional development opportunities such as the Management Rights Industry Training Program (MRITP) and the online committee training program, and encouraging the committee to undertake relevant online training, will also help to foster a culture of learning and collaboration.

It is also advisable to have a succession plan in place for committees to maintain momentum. Consider the diversity on the committee and invite investors or proactive lot owners to join, bringing with them additional balance to aid in decision-making.

ARAMA encourages resident managers to build cooperative and collaborative relationships with all parties in a community title complex and to act at all times with integrity and good faith in the best interests of lot owners.

Those with strong committee relationships are the resident managers who avoid division and disputes, and who create capital value in their business when it comes time to sell up and move on to the next stage in their journey.

ResortNews | March, 2019

Building management made easy Conceptualised and developed in Australia for the Australian market, the MYBOS Application Suite is a comprehensive management tool to help onsite managers run a building effortlessly.

customer service to building owners, tenants and body corporate members.

Built upon a network of powerful modules, Mybos can be utilised for keeping track of budgets and streamlining invoices, the scheduling of move-ins and move-outs, the management of building amenity bookings, key management for owners, tenants and contractors, the recording of apartment inspections and most importantly, providing a rich communications portal – offering 15-plus language options - for the community to interact among themselves and with the management.

on top of your maintenance work easy. An advanced defect management module, integrated and automated work orders, and a comprehensive preventative maintenance calendar enables managers to keep up to date and manage daily maintenance and bookings, even if you’re not on site. This module also allows managers to easily maintain a contractor’s database of contact information, relevant documents and insurances.

Mybos also makes keeping

Other essential features include a comprehensive asset register, a residents and contractors’ database, parcel tracking, visitor logs, customised informational lobby displays and SMS and email broadcasting tools for notices and urgent notifications.

The Mybos intuitive design assists managers by keeping the community integrated and the management in control of the property while delivering better

Mybos subscriptions are offered at a building level, so the owners corporation can invest in the system, effectively guaranteeing improved property management, timely maintenance and quick repairs yielding better rental and sale value. More importantly, should the building be sold, it can be onsold to the new manager together with comprehensive reporting of an efficient management history and entire building management record.

The Mybos system is cloudbased, which not only adds to product reliability but also eliminates the need to purchase new hardware, effectively reducing overall costs to the users.

MYBOS is smart. MYBOS is simple. MYBOS is powerful.

Manage your Caretaking and Building Management.

- Work Order Management

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- Monthly Reporting

SMS / Email Broadcast -

- Inspections

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Only $2 per apartment per month.

Sold directly to your body corporate at no cost to you.

MYBOS.COM March, 2019 | ResortNews

INDUSTRY

13

When do we need a returning officer?

When it comes to elections of any kind, one of the more common phrases one hears is “returning officer”.

determine and set itself. The key message here is that these responsibilities should be clearly established at the outset. This will avoid a situation where a body corporate gets to a point where a returning officer is required and then either they or the returning officer is not clear on their responsibilities.

There are slightly different meanings and responsibilities for returning officers depending upon the type of election or the country in which the election is held.

In general, a returning officer is the officer responsible for ensuring that the election in question is properly conducted, in accordance with the relevant rules for that election. One of their most important roles is calling the result of the election.

A returning officer has similar responsibilities in a body corporate context. Those responsibilities are provided for under section 91 of the Body Corporate and Community Management (Standard Module) Regulation 2008 (Standard Module). Responsibilities may vary according to the applicable Module and for the purposes of this article I will refer to the Standard Module.

The key points to consider about a body corporate returning officer are: •

the scope of their responsibilities

•

when a returning officer must be appointed (as opposed to the body corporate deciding to do so)

•

eligibility to be a returning officer.

So, then, when must a returning officer be appointed?

Chris Irons, Commissioner, Body Corporate & Community Management

In terms of responsibilities, the Standard Module provides that a returning officer has any or all of the following responsibilities: •

deciding questions about eligibility to vote and voting entitlements

•

receiving secret voting papers

•

counting votes, or inspecting the counting of votes, and

•

deciding whether a vote is valid.

The body corporate decides on which of these responsibilities are applicable to the returning officer, while the officer’s instrument of appointment (e.g., their contract) should also state their responsibilities.

What this means in practical terms is that the Commissioner’s Office cannot tell a body corporate what the responsibilities of its returning officer are—that is something the body corporate needs to

The Standard Module provides that a returning officer must be appointed “for each general meeting where a motion is to be decided by secret ballot”.

The regulation modules, as well as the Body Corporate and Community Management Act 1997, provide for a range of situations in which a secret ballot is required. Secret ballots are generally required for matters of high significance, e.g., where there is a significant contract or appointment to be decided upon. A body corporate may also decide by ordinary resolution that a motion be decided by secret ballot, or the committee may recommend a motion be decided by secret ballot.

Otherwise, it is up to the body corporate whether it decides to appoint a returning officer for any other general meeting.

Finally, in relation to eligibility to be a returning officer, the Standard Module provides that the following persons are not eligible: •

a lot owner

•

a person engaged as a body corporate manager or service contractor, or authorised as a letting agent, or

•

an associate of any of the people mentioned in the dot point above.

The Standard Module does not state who should be a returning officer. That said, it stands to reason that when a body corporate is appointing a returning officer, they would want to consider things such as what background as a returning officer – or similar profession – the person has, or whether the person might be sufficiently focussed on detail to ensure they can carry out their responsibilities.

The Office is unable to tell a person how to carry out their role as a returning officer, which means that the onus is on the returning officer at all times to ensure they are aware of their responsibilities.

As I am sure you can appreciate, the responsibilities and execution of those responsibilities, of a returning officer can be crucial in deciding significant matters for a body corporate. Accordingly, if a body corporate has any doubts or concerns about who or how to appoint a returning officer and what that officer will then actually do, they may wish to seek qualified legal advice.

For further general body corporate information please visit www.qld.gov. au/bodycorporate.

A returning officer is the officer responsible for ensuring that the election in question is properly conducted

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INDUSTRY

ResortNews | March, 2019

You’re not alone A person’s home is usually the biggest investment they will make in their lives, so it’s understandable that emotions run hot when their lot or scheme is involved.

Rightly or wrongly, body corporate managers often bear the brunt of owners’ frustrations and it can be difficult to separate the anger from the actual issue.

Over the last few years, client expectations across most industries have risen, and the anticipation of instantaneous responses can greatly impact relationships. As customer service representatives we must fight the urge to become defensive while listening compassionately and attempting to resolve problems in such a way that complies with the building by-laws, state law, and the complainant, as well as in some cases, a building manager and dozens of other lot owners.

When put like this, it’s clear that it’s a tough ask, and unanimous approval is frequently unobtainable. If I can quote Abraham Lincoln, “you can’t please all of the people all of the time�.

Recently, the reporting of workplace bullying has increased, and the issue has reared its ugly head in every industry.

Research has shown that nearly 40 percent of Australian workers will experience some variety of bullying during their careers and, unfortunately, the strata profession is no different.

The growing awareness of mental health has led us to make it a topic at our upcoming SCA (Qld) annual conference. Graeme Cowan, co-founder of “R U OK?�, will be presenting mechanisms to cope with stress, bullying and unreasonable pressure. After struggling through a five-year episode of depression that his psychiatrist described as the worst he had ever treated, Graeme emerged from this crisis with incredible insight into how we can increase our resilience, mood, March, 2019 | ResortNews

perfect; they will make mistakes, they may misinterpret, or have a bad day, but there is no place for abusive or intimidatory language. This is classified as a form of workplace bullying and constitutes unacceptable behaviour. If you believe you are being personally attacked, it is best to let the parties know that you are willing to converse but only if the tone is respectful and be prepared to end the discussion if the behaviour continues.

Simon Barnard, President, SCA, Qld

and performance. I look forward to hearing Graeme’s advice for the strata community, as I’ve heard of instances of lot owners emailing and phoning managers dozens of times per day, monopolising time, and demanding changes that are either illegal, impractical, or both.

Bullying is legally defined as repeated unreasonable behaviour directed towards a worker that creates a risk to health and safety. Is it too much of a stretch to describe excessive (and escalating) communications or continued abusive contact as unreasonable behaviour? Last year, after examining a dispute between a caretaker manager and a body corporate committee chairperson, the Fair Work Commission determined that these kinds of actions were indeed unreasonable.

Given that body corporate managers are responsible for multiple schemes, this type of bullying can potentially occur on several different fronts simultaneously. It is therefore essential that strata staff, like anyone who works in a customer service related role, understand that lot owner frustration often stems from the situation and the complexities of strata regulations rather than the manager’s actions. This can be especially difficult for those just starting their strata career but separating the emotion from the issue and focussing on what you are legally and ethically allowed to change is a trait that all body corporate managers should learn.

There are currently over three million Australians living with anxiety and depression but thankfully, the stigma surrounding mental health has lessened in recent times. It is no longer hidden from view but openly discussed at the workplace with outstanding charities such as Beyond Blue, Headspace, SANE, Black Dog

Institute, R U OK? and Lifeline providing assistance and advice.

These organisations do exceptional work and I encourage all employers and employees to visit their websites and use their resources.

The life of a strata manager or caretaker can be stressful and full of pressure, but it can also be highly rewarding. While successfully working with members of different bodies corporate and receiving positive feedback can keep motivation levels high, it is important to realise that disapproval doesn’t necessarily mean that you’ve made a mistake. However, when the negativity does get to you and you inevitably take it personally, take some deep breaths, recognise that you’re good at your job, and remember that you’re not alone.

 ���

Body corporate managers aren’t INDUSTRY

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Nominations are open!

Visit arama.com.au and download the ARAMA TOP Awards Nomination Booklet and Application Form.

Entries close on 30th April 2019.

Awards Presentation Awards will be presented on 23 July 2019 at the Tattersall’s Club Brisbane.

For more information contact 1300 ARAMA Q (1300 27 26 27)

Awards Categories • Short Stay Resident Manager of the Year • Long Stay Resident Manager of the Year • Sales Broker of the Year • Service Provider, Supplier, Professional of the Year

Short Stay Resident Manager of the Year Award Recognising an individual who can demonstrate that they are worthy of the title Resident Manager of the Year (Short Stay).

Entry is open to people who are eligible to be an ARAMA practising member by way of application in accordance with the rules.

Entry is free of charge for ARAMA members.

Entry fee = $600 + GST for non-members which includes an ARAMA membership for one year.

Long Stay Resident Manager of the Year Award Recognising an individual who can demonstrate that they are worthy of the title Resident Manager of the Year (Long Stay).

Sales Broker of the Year Award Recognising an individual ARAMA member who is a Sales Broker and who has demonstrated commitment to membership recruitment by introducing the largest number of new members to ARAMA during the judging period. Based on total number of new ARAMA memberships sold by volume, first past the post.

Service Provider, Supplier, Professional of the Year Recognising an individual ARAMA associate or practising member who has demonstrated commitment to membership recruitment by introducing the largest number of new members to ARAMA during the judging period. Based on total number of new ARAMA memberships sold, by volume first past the post.

Proudly supported and sponsored by:

Dear Kenneth I trust this letter finds you well. Please forgive me for not writing earlier but I have been meeting clients all weekend and every evening for some time now.

Thanks so much for your recent correspondence, albeit at 950plus pages I must confess I have not read the entire document in detail. Sufficient to say that what I have read, particularly in relation to finance brokers and mortgage brokers troubles me, not least because your findings seem to reflect a lack of understanding of what it is that finance brokers actually do.

How could this be I wondered?

Surely, the many days that you and Rowena spent imbedded in finance broker businesses combined with the hours of testimony from individual brokers, would have been most informative, or so I thought. Sadly, I can’t seem to find any evidence in your report that these activities took place. Not sure how you came to a view without visiting the scene of the crime but surely you are a wiser man than I. Anyway, it seems that based on some pretty flimsy evidence you have decided that finance brokers shouldn’t be paid by the banks and that cost should be shifted to consumers. I did note that at least one major bank CEO shares your view and why wouldn’t he? The last thing the majors want is robust competition, and especially external service providers who hold them to account. Heaven forbid!

I know you must be very busy, but I thought I might take the opportunity to give you some idea of what we do for a living and perhaps some thoughts on the nature of commissioned sales.

Believe it or not most of our time is spent educating consumers, helping them understand their own financial situation and the broader financial system, the economy and the bank lending system. We run modelling and

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Mike Phipps, Director, Mike Phipps Finance

analysis for individual transaction’s and provide feedback on a raft of matters. It is not unusual for us to spend days, weeks and sometimes years supporting a consumer as they investigate options and work toward their goals.

We charge no fees for this service, while maintaining a fully staffed office and carrying all the overhead associated with a professional financial services business. This is time and money that the lenders need not commit.

Indeed, given cost cutting the banks wouldn’t fund consumer support of this sort anyway.

Once a client decides to acquire an asset, we compile a detailed finance tender and compel the banks to compete for the business. We present the client with a comparison of lender proposals and assist them to make a decision.

We don’t need a best interest rule to act professionally. Frankly, if we did then we shouldn’t be in this business. Should you suspect that we recommend the lender who pays us the most think again. It’s tough enough getting deals approved without narrowing the field to the top commission payers. In any event the differences are immaterial.

Once a lender is chosen, we allocate a file manager to assist the credit representative in finalising the application, collating information and supporting documents and moving the transaction to approval and settlement. This process is incredibly time consuming as we cajole, badger and harass

the lender to perform. Imagine how the orphan borrower with no experienced advocate must get on. It is not unusual for us to encounter a new client who comes to us after their bank has had an application for weeks and sometimes months. Interestingly enough, when we intervene things start happening, and the borrower often finds themselves with a lower interest rate and more flexible loan terms. You got to love competition.

Anyway, enough of the process, lets get on to the remuneration.

Currently, we are paid by the lender when a deal settles. We can spend hundreds of hours on a file, if it doesn’t settle, no win, no commission. We get an upfront fee and we are paid trailing commission. On many occasions the upfront barely covers our costs, and if the loan is paid out early our commission is taken back.

This is the nature of commissioned sales. We are a service delivery channel for the lenders, and we save them the cost of having to find the prospect, service the prospect and convert the prospect to a client. We also look after the client post settlement which is a good thing if you have ever had the dubious pleasure of experiencing day-to-day bank service. Oh sorry, silly me. I am sure a gentleman in your position need not trouble yourself with sitting in a bank call centre queue or justifying your borrowing capacity to a credit manager. It must surely have been challenging bringing your personal experience to bare when weighing the evidence. Thank goodness you and Rowena had such a sound finance industry background so you could sort the facts from the fluff.

I know what you’re thinking. How can you work for the borrower and be paid by the bank? Surely you are compromised. Not so. We work for the borrower and we are paid by a bank, not the bank.

Unlike the lenders, who have only their wares to sell, we can access industry wide products and ensure our client has a range of options

MANAGEMENT

to choose from. We can use our industry status and business volumes as competition levers and advocate for consumers in a manner that the stand-alone borrower cannot hope to replicate.

Given the cost savings to lenders in having us manage the process, our commission is not added to the borrower costs, and in many cases, we get better deals than the general public. As such, if the lenders are compelled to stop paying us, I would expect the cost savings to be immediately passed on to consumers by way of lower loan fees and wide-ranging interest rate cuts. I would also expect the banks to go on a huge recruitment drive to replace the thousands of brokers who currently do the heavy lifting.

Given the impact your recommendations have had on bank share prices I suspect no one thinks the banks will do so. For certain the champagne glasses were clinking in board rooms when your report went public.

I am sure you are more than aware of all of this, but I feel better for having got it off my chest. Your recommendation to move from a best interests’ advocacy model that benefits consumers and is paid for by the people whose products we deliver, to a user pays model must have some merit. Unfortunately, in 950-plus pages I can’t find it. I have noted various discussions relating to civil and criminal investigation of some banks and a couple of high-profile resignations. Maybe I missed it, but I can’t find any such discussions relating to the finance broking profession.

In closing, I want to thank you for reminding me of an old black and white movie I saw years ago. There’s a great scene where a conniving, devious and slippery young man convinces his aging grandfather to change his will. The dialogue between the grandson, the grandfather and the grandfathers wellmeaning lawyer is priceless.

Your sincerely, Mike.

ResortNews | March, 2019

The compliance challenge

In this modern world of extreme regulatory control, it should perhaps come as no surprise to most readers that there are many aspects of operating a management rights business, which in order to achieve regulatory compliance, require a multitude of certificates, reports and records.

Whilst little attention may have been placed on such compliance in the past we are today seeing more and more bodies corporate insisting on resident managers meeting all of the relevant regulations.

It is hard to argue that insistence on regulatory compliance is a bad thing although sometimes the motives of a body corporate are questionable, particularly when no interest has ever previously been shown in such things but out of the blue, when there is an element of concern (however justified that might be) about a manager’s performance, there is suddenly a demand for absolute compliance and criticism levelled at the unsuspecting manager for any noncompliance, however minor.

March, 2019 | ResortNews

most managers have a general or even specific awareness of many of the documents they need to have and maintain, in our experience few if any managers are fully aware of all of the requirements.

John Mahoney, Mahoneys

We have unfortunately seen hostile committees, armed with an audit report of the manager’s lack of compliance, seek to breach a manager for failing to meet in all respects, the extensive regulatory regime.

The committee can of course justify its actions by pointing to the manager’s failures as highlighted in the report and claiming it is only taking such action in the interests of the scheme and the owners.

So, what is the best way for a manager to avoid being found in such a position? The simple answer of course is to ensure you are compliant so as to not give the committee the opportunity to breach you.

However, that may not be as easy as it sounds due to the extent and complexity of what managers need to do. While

Where to look then? A good starting point is the ABMA Code; although many managers may struggle with the technical nature of parts of the Code, and would be better off to seek some practical training from one the various experts or training organisations within the industry.

Mahoneys have also developed a list of the various certificates and records which a manager should maintain, and have in recent times been making these available to our clients.

An example of these include the display of a certificate of classification for the complex, fire hydrant test records, electrical thermographic survey results, backflow prevention certificate, daily pool water testing records, annual termite treatment certificate, WHS plan, contractor sign-in register and hazardous materials management system.

These are only a selection from the full list, and even by themselves they may appear daunting. However, with help from an appropriate expert it

MANAGEMENT

will not take a manager long to gain a better understanding of the requirements, nor to put together what is needed to ensure compliance.

I strongly encourage all managers to turn their minds to this issue. You never know when one or more disgruntled committee members might have a compliance audit undertaken, or take you to task over a missing record or certificate. Such a scenario can be easily avoided by seeking the appropriate help and putting in the effort to ensure compliance.

Once you have everything in place it is prett y easy to keep it that way and avoid a hostile committee taking you to task.

I should also mention that while some of the requirements may appear overly prescriptive or bureaucratic, they have been designed to ensure the safety of your owners, occupants and contractors, such as you working at the complex, as well as to ensure the complex is well managed and maintained.

Apart from avoiding trouble for noncompliance, a proactive approach may well avoid personal or property damage, will impress your committee and limit your exposure to liability in the event of a range of accidents or failures.

19

Protecting intellectual property rights in strata Unlike more mainstream commercial ventures, we regularly see instances in the strata industry where intellectual property protection may not be given the attention it deserves.

It is never too early to take steps to protect the relevant intellectual property, and ideally strategies should be implemented early in the development stage.

Reservation and registration of desired building name In Queensland, a proposed identifying name for Community Titles Scheme (CTS) may be reserved by a developer. This then prevents third parties obtaining registration of an identical CTS name, at least in the same state.

ownership or enforcement rights in relation to the relevant name that has been registered.

Trade mark protection Whilst unregistered rights may exist in the form of a claim for passing off or misleading or deceptive conduct, the strongest protection that can be obtained in relation to a particular brand name is a registered trade mark. Provided the name of the building is sufficiently distinctive, trade mark protection should be available.

Col Myers, Small Myers Hughes

Domain names and business names Similarly, registration of any desired domain names and business names should be obtained to avoid third parties (whether inadvertently or intentionally) registering the desired name. However, reservation or registration of a CTS name, domain name or business name, will not of itself grant any

When applying for a trade mark, you must specify the particular goods or services in respect of which protection is sought.

Trade mark protection cannot be sought in respect of a building itself, however can potentially be obtained in relation to specific goods or services that it is intended will be provided. In a management rights context, this

would ordinarily include property management, property leasing or sales, or other accommodation services.

Where a valid trade mark has been registered in relation to particular services, it will provide the owner with a potential claim against third parties who use as a trade mark, a sign (eg. a name or logo) that is substantially identical or deceptively similar to the trade mark that is registered: in relation to the specific services in respect of which the trade mark is registered (registered services); or in relation to services of the same description as the registered services, or goods that are closely related to the registered services.

It should be noted however that trade mark protection will not have the effect of simply stifling all competition and preventing any third parties from using the name that has been registered.

Expected selling time “Business valuers in Australia typically define market value as: the price that would be negotiated in an open and unrestricted market between a knowledgeable, willing but not anxious buyer and a knowledgeable, willing but not anxious seller acting at arm's length.” (“Meaning of Market Value” n.d. https://www.ato.gov.au/general/ capital-gains-tax/in-detail/marketvaluations/market-valuation-fortax-purposes) So, what sort of timeframe is reasonable to expect the above to occur? There is no definitive answer here or no one size fits all, especially where some properties or businesses are unique and don’t fit under the banner of others.

Looking at the motel industry, in general terms, if a motel is priced correctly an acceptable

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Even when markets are running hot the logistics of buying a business take some time to formalise and complete Andrew Morgan, Motel Broker, Qld Tourism & Hospitality Brokers

selling timeframe will be around four months. If the business or property is overpriced then it will most likely sit on the market for longer than this. Again, in general terms, we believe that from the marketing commencement date to settlement of a Contract of Sale, up to a six-month period is acceptable if it is priced and marketed correctly.

The strength of the market will dictate market prices and

marketing campaign timeframes, however, the times mentioned are a good guide in most markets.

Even when markets are running hot the logistics of buying a business take some time to formalise and complete.

Currently, external factors seem to be extending timeframes.

Delays in finance approvals are a given, particularly where clients are awaiting finance approvals for the Contract of Sale to progress

MANAGEMENT

forward. Once finance is approved however, timeframes to complete settlement have been relatively quick.

In the field of accommodation business and property sales, there can also be a situation where the vendor does not wish the business sale to be displayed publicly so as to avoid ‘browsers’ from having access to the business data, and an off-market sale campaign will be conducted. As accessing ResortNews | March, 2019

A registered trade mark will only be infringed where it is used as a trade mark – which occurs where the trade mark is used as a ‘badge of origin’ indicating a connection between the services provided and the person supplying the services with reference to the trade mark. The name may therefore still be used by third parties in a descriptive manner, such as the identifier of the geographic location of the units in the building. However more care would need to be taken to ensure infringement is avoided than if there were no registered trademarks.

A recent example in the management rights space is the 2017 Accor Full Federal Court decision in which off-site letting agents were found to have infringed Accor’s registered trade marks. The conduct in question involved registering domain names containing those trade marks and using the trade marks in website metadata, the latter of which would favourably influence search results.

Whilst trade mark protection is certainly not required, a valid trade mark registration provides greater enforcement rights for any management rights or motel

information online has become easier, this approach has become more relevant, and it prevents those who either cannot finance the transaction, do not have a genuine buying interest in the business, or wish to find out information about the business or owner from accessing it.

Enquirers often ask why we do not include the locations of the businesses on our website. The answer is that we normally do, however, more and more of our clients have realised the value of confidentiality and do not want their business compromised in any way by those who are not genuine, potential buyers.

Off-market campaigns will often see a motel offered to genuine buyers that the broker is aware of, and who are actively seeking such a business. These campaigns will allow a sale to occur, generally in a reasonable marketing timeframe, and the first any non-genuine buyers know about it is when it shows up as a completed sale.

It is also relevant to add that off-market campaigns suit certain property types and business types more than others. Again, there is no one size fits all.

Achieving the highest price March, 2019 | ResortNews

operator and therefore a more attractive and valuable brand. We recommend seeking registration of a trade mark at the earliest possible opportunity, ideally prior to the scheme being registered and any business commencing.

Protection can always be sought later down the track, however, difficulties can potentially arise, particularly if competitors have commenced using similar names in the interim. Whilst not necessarily insurmountable, these issues can often be avoided where protection is obtained at an early stage.

As a final note, even the most carefully implemented intellectual property protection strategy can be thwarted by inadvertence or inaction, such as by allowing registered domain names or trade marks to expire. It is therefore imperative to ensure appropriate monitoring and procedures are put in place, or a suitably qualified professional engaged, to assist with managing and ensuring the IP portfolio is maintained.

Liability limited by a scheme approved under Professional Standards Legislation.

Disclaimer – This article is provided for information purposes only and should not be regarded as legal advice.

possible is any vendor’s goal but out-pricing the property is an obvious issue. A seller must do their research and come to their own conclusion of value based on all the collated information.

Things to consider are sales evidence that was not an “arm’s length” transaction, or incorrect information (or lack of information) that may have been provided by external parties. The way to protect one’s self from this is to collate information on genuine recent sales of a similar nature, what properties are currently available for sale and how do they compare, as well as general market information on what may affect potential buyer’s assessments of value, such as interest rates rising or falling, access to finance, economic issues, and so on.

A successful sale at the highest possible price will not be achieved by being on the market for a long time. All that happens is the price will be forced down until it eventually meets the market price, or it sells below it. Obviously, meeting the market within a reasonable time is the best way to avoid a protracted selling timeframe and underselling.

MANAGEMENT

21

Are you doing the two-step?

China has done it and now Russia is in the process of following suit… Are these nations just trying to impose overarching censorship or have they something more sinister in mind?

The internet is changing shape and character as never before, nor as ever intended, but it appears ‘isolationism’ is spreading.

These nations are disconnecting themselves from the internet as we know it. Or at least putting the circuit breaker in place that allow them to do that at the ‘push of a button’. Both these nations are of similar political persuasion, but since the Cambridge Analytica saga and the US elections, one has to wonder what next? The web is a scary place, and for the everyday user it has its own threats; there are scams, malicious links and other vulnerabilities hiding everywhere.

One of the major concerns is created by tabbed browsing.

Malicious web sites may have the ability to "jump" between pages in different tabs despite each tab running in its own isolated environment. It is this feature which can, and does, cause much of our data and identity theft while using our computers. All possible if, for example, one has one's bank logged on in one tab and unknowingly, some malicious code running on a website being viewed in another tab.

This issue was recognised some time ago and Google's Chrome browser was the first to respond with a modification called site isolation. The Chrome browser is known for using a lot of system resources, but with good reason each tab in the browser is dedicated a single process.

This uses more power, but if a website causes one tab to crash, the other tabs continue working without issue and without crashing the entire browser.

As an example, when an email client that has one tab open then opens a new tab by clicking on a link inside an email both of

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The web is a scary place, and for the everyday user it has its own threats; there are scams, malicious links and other vulnerabilities hiding everywhere Arvo Elias, Cybercons

those tabs share a single process.

Another example, is if open tabs share a domain but use different URls then these will also be sharing one single process.

That changes with site isolation in Chrome 63. Each tab will get its own process, no matter what.

That simply means that each window will be a stand-alone system without any relationship with anything else. This does have an impact on system memory: the Chrome browser will use significantly more RAM, never-the-less, I've used site isolation on Windows machines with low RAM and didn't notice any performance impact.

Chrome has protection against deceptive sites and malware turned on by default.

It will notify you when a site contains malware, is actually a phishing site or isn't secure.

Firefox and others have followed suit. Mozilla, to harden Firefox defences with site isolation, a la Chrome has come up with 'Project Fission’, which the developer hopes to wall off malicious sites and attack code so websites don't bring down the whole browser.

Version 62 onwards will incorporate Firefox Monitor.

Indeed, it may be useful to sign up for this automated service now by logging onto https://monitor. firefox.com/ that will provide an instant report and through email verification put you on the list for future breach notification, should you ever be so unlucky.

Firefox Monitor relies on the HaveIBeenPwned.com backend created by renowned security expert Troy Hunt. I described the system a few months ago.

The service is a database of all email accounts that have been compromised in data breaches. Mozilla says that users' email addresses entered into Firefox Monitor will be handled in an anonymous manner.

So, what's special about this add-on when you can directly visit HaveIBeenPwned.com from just about any browser? Well, apart from querying data from the backend, Firefox Monitor lets users sign up for alerts if their email address eventually appears in a newly compromised database. The add-on will also display a notification if the user visits any of the breached sites indexed by HaveIBeenPwned.com.

While using the Firefox browser, when you land on a site that’s been breached, you’ll get a notification to scan with Firefox Monitor whether or not you’ve been involved in that data breach.

The initial rollout of the addon was gradually rolled out to 100 percent of EN-US users on September 25 last year. If there are any issues with the rollout, the service will be made available only via the Firefox Monitor website.

For the technically minded, or those who wish to disable Firefox Monitor altogether and know how to navigate through the browsers configuration file, they can do so by going to :about:config?filter=extensions. fxmonitor.enabled and setting the preference to False. Do note that this flag will only be available in Firefox 62 onwards; even the latest Nightly builds do not have this flag yet.

While HaveIBeenPwned.com maintains a highly comprehensive

MANAGEMENT

database, new entries, with respect to latest breaches might still take time to get enlisted.

Therefore, the usual advice of being careful online still applies.

This also applies to Chrome users.

One thing to remember is that Chrome stores all your passwords in your associated Google account, so if that account is hacked you will have made all your passwords available to the infiltrator. The consequences here are too horrible to even contemplate.

It is for this reason alone that I am a great advocate of two step verification. Using that feature ensures that even if your account is breached the bad actor will still not gain access unless he is also in possession of your nominated verification device which is usually your mobile phone.

As an aside: here we have another example of misguided use of our language. To me and every dictionary I access describes an actor as a pretender, someone who portrays another being.

But the actor referred to here is not pretending anything.

He is undeniably out to harm you as much as possible.

So, another reminder: you should note that two-step verification is available on many sites and certainly on any banking or credit card facilitators. Please use it.

In a similar vein, it appears that eight letter passwords are no longer considered adequate. Does that mean we should start using 16-character ones? This point highlights the absolute need for a good password manager, which I also encourage you to get.

ResortNews | March, 2019

Managing a defective building work claim Building defects are not always a sign of “shonky” building work. The reality is, building defects are a fact of life and even Tier 1 builders leave defects behind, despite their best internal quality control and compliance management efforts.

According to research conducted

by Dr. Nicole Johnstone at Deakin University, Melbourne, 100 percent of new buildings inspected by qualified building inspectors have defects.

Pro-active bodies corporate and developers/builders are ensuring a thorough professional building inspection is done as early as possible into the life of the newly registered scheme as the earlier defects are picked up, the better – for both the lot owners and whoever holds the obligation to rectify under the statutory builder’s warranty.

Defect liability period Non-structural defects (previously referred to as “Category 2 Defects”), such as delaminating tiles, missing grout, fraying carpet, fouling doors/drawers/ windows, paint scratches, minor cracks, efflorescence, etc. have a 12-month defect liability period.

These defects typically present inside apartments and offices, or in the recreational facilities within the common property.

would be, as soon as practical after the first AGM of the scheme:

Lynda Kypriadakis,

1.

Engage a professional building inspection company to undertake a full inspection of common property

2.

Issue the Register of Defects upon the builder, with a request for rectification within a reasonable time period

3.

Director, Diverse FMX

scheme, in the riser cupboards and service areas, plant rooms and basement car park areas.

These defects need to be picked up and reported to the builder as soon as possible, or by no more than six years past the Certificate of Classification in order for these to be rectified prior to the expiration of the Structural Defect Liability Period.

Duty to report The body corporate has a duty to report defects in a timely manner to the builder. If the builder can prove that the body corporate knew about a defect (e.g. a water leak) and left it for an extended period of time before reporting it, the Queensland Building & Construction Commission (“QBCC”) may fail to issue a Direction to Rectify upon the builder and leave the defect up to the body corporate to rectify at their cost.

The ideal process for avoiding potential building defect issues

Failing rectification, lodge a defective building work complaint with the QBCC

NOTE – As soon as structural defects are notices - especially water leaks, significant cracks or defects in fire safety installations - it is vital that the body corporate acts promptly and reports to the builder for rectification.

Value of ‘As Constructed’ documentation and the building contract In order to lodge a defective building work claim, the QBCC will ask for a copy of the building contract, which should have been handed over by the developer to the body corporate at the first AGM of the newly registered scheme. Along with the building contract, should be the full suite of ‘As Constructed’ plans, warranty certificates, Form 15’s and Form 16’s and operations manuals for all plant and equipment installed on site.

From this suite of documentation, the body corporate will be fully prepared to make successful

warranty claims against the original builder, or, in scenarios when the builder is bankrupt, against the individual signatories of Form 16’s and sub-contractor warranties.

When it comes to successfully managing a defective building work claim, three things really go in the body corporate’s favour: 1.

Early identification of issues/defects

2.

Full suite of ‘As Cons’ and building contract

3.

Tenacity

Insured or not insured Buildings up to three-storeys in height may be covered by the QBCC Home Warranty Insurance, however this does not mean that the QBCC can’t help you with your building if it is over three stories high. The QBCC is there to support all consumers of construction products including bodies corporate of high-rise and commercial schemes.

Builder bankrupt?

There is generally recourse for bodies corporate determined to make a successful warranty claim in circumstances where the builder is a deregistered entity, bankrupt or has deactivated his/her QBCC License. In these circumstances it is necessary to consult with professional service providers that operate in the legal and building management services.

These defects need to be picked up and reported to the builder within 10 to 11 months past the Certificate of Classification in order for these to be rectified prior to the expiration of the ‘Nonstructural Defect Liability Period’.

Structural defects (previously referred to as “Category 1 Defects”) such as water leaks, significant cracks, delaminating waterproof membranes, defects in the fire protection system, safety issues, etc. have a six years and six months defect liability period.

These defects typically present on the common property of the March, 2019 | ResortNews

MANAGEMENT

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Car parks: the ‘not-so-pretty’ essential first impression If the surface has been relaid, ensure that the safety line marking application is prepared with durable, longlife products, designed for Australian climatic conditions, and featuring UV stability and colour fastness.

By Trish Riley, Editor

It’s easy to understand why car parks can be neglected or overlooked by developers and facility managers as they are often stark and functional, or dark and cold places and not much thought is given to the fact that drivers become pedestrians as soon as they leave their cars.

As the parking lot is the first touch point with the visitor however, and a bad impression can set a negative mood that could continue inside the lobby, all aspects of your customer’s car parking experience need to be considered.

From accessibility, ease of manoeuvring and parking, plus traffic flow, all can influence someone’s overall impression of your property. Even the quality of the surface of your car parking area, clear signage and line markings, effective lighting and even storage can either attract or deter guests from visiting your premises.

available parking area, as is normally the case in multistorey car parks. And if they are extensive or multi-level, ensure there is a system that makes it easy for visitors to easily find their car location.

Different colours, letters and numbers on each sector of the

car park are the traditional way of helping drivers to remember where they parked - although nowadays, technology can make it easier for users: there are mobile applications that save the GPS location of the car which can be accessed later.

So, provided one has an existing car park and the design aspects are in place, there are a number of companies that offer pot-hole repair and asphalt resurfacing.

Ensure the pot-holes are taken care of immediately as one doesn’t want to invite a personal injury claim.

Cleanliness is yet another aspect of carpark maintenance and there are a wide range of mobile or ride-on dust-free car park sweepers and car park scrubbers available.

A critical consideration, particularly in undercover parking facilities, is how the design of the car park is experienced from the pedestrian’s perspective. It is important that lighting enables a person to clearly identify vehicles, objects, people approaching and permit colour rendition.

The first question to be asked is why does the area need to be lit? This may seem obvious, but the answer may well determine the solution. For example, security lighting for a storage yard may not require good colour rendering, whereas locations that are used by people during the evening and night time will appear more inviting if a ‘white light’ source is used. Conversely, much greater uniformity may be required for the storage area so that CCTV picks up activity in shadowed areas.

Asphalt resurfacing or overlaying can be applied to structurally sound existing concrete or asphalt car parks and surfaces and is a simple, yet cost effective way to up the value of the property while enhancing visual appeal.

Consider the installation of clear directional and/or dynamic signage that can be applied to enhance user experience, especially in large car parks where the driver can’t easily see all the

24

Local company, Kenex Stencils focuses on safety line marking in factories, complete basement packages including cleaning, scrubbing, line marking and sealing, shopping centre car parks, schools, and minor road works such as bus lanes and offer a range of additional services such as surface cleaning and preparation, sealing and hardware installation.

While different approaches are required for interior and exterior car parks, lighting is a key factor in determining how safe people will feel and it’s not only lighting fixtures MANAGEMENT

ResortNews | March, 2019

that can achieve an overall feeling of safety, lighter colours on ceilings can also increase levels of illumination.

The choice of fittings to achieve these results is also important; they should be robust and vandal resistant.

A key area to consider when lighting stairwells and ramps is emergency lighting.

For obvious reasons emergency (or evacuation) lighting has become increasingly important in all public buildings.

It is essential that escape routes are clearly visible in emergency situations with adequate lighting levels in all areas to ensure the prompt and safe evacuation of buildings.

And as with most industries across Australia being transformed from the inside out as new technologies come into play, technology in car park management is no different.

With the Australian Bureau of Statistics showing there are over 19 million motor vehicles

in Australia, technology offers parking management a number of benefits.

From higher turnover to more efficient processes, as well as a much smaller carbon footprint, the future of car park management is no doubt digital.

The rise of automation offers businesses a means to make improvements to lot turnover, security and the efficiency of management processes.

With contactless payment methods and RFID technologies offering customers advantages offer conventional payment methods, consumers also have access to additional value.

It appears there’s an awful lot more to carpark rectification and maintenance that meets the eye, suffice to say that they are often the veritable welcome mat to your property, and should be included as an important (and regular) review item on your maintenance schedule.

Has your

EVACUATION LIGHTING

been tested recently?

Queensland Evacuation Lighting has conducted emergency lighting testing and repairs within Brisbane for 15 years.

emergency lighting tests rather than replacing all fittings (with a 1 year warranty). When replacing old or faulty fittings is required, we use premium quality products with a 2 year warranty. Our prices are competitive and only include a 20% mark-up and labour to install with no extra or unnecessary costs or inflated mark-ups.

QEL currently provides services for a number of apartment complexes, aged care facilities, industrial sites as well as larger sites including our main clients including Private Hospitals, CBD buildings and other largest client Queensland University of Technology (QUT) with the majority of these clients contracting our services every 6 months for more than 10 years. These sites include various systems such as stand alone, self-test, central battery system, and computerized systems all completely serviced by QEL.

Queensland Evacuation Lighting completes testing to all AS2293 standards with trained electricians.

This will include checking the AC functions of fittings, changing lamps prior to testing (when required) and cleaning fittings when required at least once every 12 months.

We are also the Queensland distributor for JB Battery and sell all the various emergency lighting batteries at competitive pricing including Ni-Cad, Lithium and Ni-MH.

QEL will exchange (with reconditioned fittings) or repair good quality fittings that have failed

Get in touch with one of our knowledgeable consultants about your next project on 0411 537 459.

Specialists In Long-Life Marking Applications As Well As Standard Line Marking, Delivering Prompt And Professional Line Marking Services In Qld And Nsw We offer a range of additional services such as surface cleaning and preparation, sealing, hardware installation and all our line marking products are RMS approved.

We also specialise in our own range of long life products which we are exclusively licenced to, giving us control over quality and supply.

These products are highly successful in basement carparks as it outlasts standard line marking paints and has a very fast cure time.

Contact QEL after your next emergency lighting test for a competitive repairs quote.

Services include; ✓ Emergency lighting battery sales ✓ Emergency lighting repairs ✓ New premium lithium replacements with 2 yr warranty ✓ Testing as per AS2293 including lamp replacements And cleaning ✓ Audits of new sites, renovations and wiring problems For more information or battery sales contact us on www.qel.com.au qel@optusnet.com.au 0411 537 459

P: 1300 536 391 E: info@kenexstencils.com.au www.kenexstencils.com.au March, 2019 | ResortNews

MANAGEMENT

25

Achieving an at-home feel begins with the bathroom Staying at a resort or hotel should be a relaxing, worry-free, and clean experience.

When it’s not, guests are sure to complain.

Today, most travellers read online reviews about a property well before booking their stay, meaning that any negative reviews could be detrimental to the business, and you would be surprised at home many of those refer to cleanliness.

In fact, a 2018 poll found that 91 percent of travellers say that negative online reviews about bathrooms would deter them from visiting a hotel.

Maintaining spotless bathrooms will help guests feel comfortable and at home during their stay, and may even impress them enough to leave rave reviews for the property.

Common bathroom complaints Because online reviews have the power to influence future business, it’s important for the operations team to understand key issues that might drive patrons away. The following are common restroom issues

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listed in online reviews that would give travellers a reason to avoid your facility: Unpleasant odours. Sixtynine percent of travellers say if smells are mentioned in an online review, this would deter them from visiting. Cleaning bathrooms regularly is a simple way to ensure that they are always fresh and welcoming.

Clogged toilets. If a toilet is clogged, guests see– and likely smell– the problem right away.

Therefore, it’s no surprise that two in three travellers would avoid booking at a property if clogged toilets are mentioned.

Closed or out-of-order bathrooms. Closed stalls in public bathrooms near pools, spas, and lobbies or even having entire bathrooms inaccessible due to maintenance issues can quickly lead to time-consuming lines, irritated guests, and front desk complaints. An open and functional bathroom is key to a worry-free and seamless guest experience.

Out-of-stock essentials. There is nothing worse than the sinking feeling of reaching for toilet paper and finding none or pushing on an empty soap

dispenser. Items like toilet paper, soap, and paper towels need to be regularly stocked and checked frequently to ensure a full inventory at all times.

they should also dedicate time to cleaning and restocking restrooms near main guest areas such as restaurants, event spaces, and fitness centres.

Greeting guests with cleanliness

Managers should also consider purchasing paper products that are proven to reduce the risk of toilet clogs. To help eat away dirt in pipes, advanced biodegradable toilet paper activates nonpathogenic microorganisms when it contacts the water. The enzymes then biodegrade and flush away without leaving behind any residue or odour. Fewer clogs reduces costly plumbing issues and maintenance downtime down the line.

Regularly maintaining bathrooms is an effective way to show guests and patrons that the operators value their business. A dirty bathroom may give the impression that rooms or restaurant kitchens within the property may also be dirty, which could cause guests further unease. Plus, with wellmaintained bathrooms, you limit the chances that negative reviews mentioning cleanliness will be posted online, helping to secure repeat business from guests and future business from those who have not yet stayed at the property.

Managers should create and review their daily cleaning schedule and train workers on cleanliness standards to ensure housekeeping staff understand their responsibilities and maintain consistent results throughout the property.

In addition to tidying up guestrooms and bathrooms,

MANAGEMENT

A home away from home Don’t risk the property’s reputation by overlooking the bathrooms. Travellers often have busy schedules, and entering clean, functional facilities is a simple way for them to see that they are valued.

Providing clean, well-stocked facilities ensures guests feel at home in your hotel–and leave glowing reviews.

Source: Lodgings

ResortNews | March, 2019

Delivering on the promise of automation for the hospitality industry Automation can help by tailoring the experience to the customer based on country or buying behaviour.

In the hospitality industry, customer experience is king.

At the same time, companies face fierce competition for each customer dollar and have to deliver outstanding service with ever-increasing efficiency.

Automation - especially voice processing, artificial intelligence, smart devices, and robotic process automation - can help with all three of these competing challenges.

Today’s customers are becoming increasingly sophisticated. From research, to bookings, to their actual en route or on-property experience, customers demand more. They want to use any device, tailored to the way they live and work. They want to

immerse themselves in their leisure experience, and they don’t want to have to worry about the technology.

Hospitality firms are improving customer experience through natural language interaction, high-end digital experiences and with AI algorithms to help guide their leisure choices.

They are also increasingly using automation and smart devices to reduce loss, speed up checkin and check-out and provide entertainment and comfort features exceeding those found in a typical home.

Customers are increasingly seeing service where the curtains gently open 15 minutes after the alarm goes off, where they can ask Alexa for room service, or they can have their room cleaned based on the service team knowing the room is vacant.

Improving service to their

customers drives repeat business and the tailored experience provided by automation helps enable that part of the growth curve. Additionally, hospitality firms want to grow by capturing more market share, opening up new and emerging markets.

in most properties, energy costs account for six percent of all expenses. Using smart in-room devices (thermostats, automatic curtains, heating and cooling) can help lower energy costs by reducing use.

Automation can also be used to join together legacy systems to enable more efficient team deployment – connecting reservations to housekeeping for more efficient room cleaning or connecting airframe or in-room systems with maintenance to dispatch repair teams more efficiently.

Automation can help by tailoring the experience to the customer based on country or buying behaviour. A customer in China books differently than a customer in France!

Furthermore, automation can help hospitality firms use detailed quantitative analytics to drive what routes generate the most revenue, which locations are best for new properties and how to distribute luxury versus budget offerings based on customer spend and feedback.

Automation is a win-win-win proposition in the hospitality industry. When properly deployed, the components of automation – voice processing, robotic process automation, smart devices, and AI – all help enable a world-class customer experience, while enabling growth and driving down costs.

Finally, because of the intense competition in the industry, cost efficiency has become paramount. As a simple example,

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OTA price parity unfair on resident managers The world’s largest foreign-owned online travel agents (OTA’s) are forcing price discounts on Australian resident managers and their clients, and leaving a wake of confusion and distress across the management rights industry.

According to the Australian Resident Accommodation Managers Association (ARAMA), the forced discounts are hurting members’ returns and the returns of unit owner investors.

“We appreciate the importance of OTAs and the way in which they can help bring our members’ properties to a world market, however there should never

up another overseas based competitor is unsustainable and will affect service and quality across Australian tourist accommodation. Imagine if the price you charge were suddenly controlled by an outside entity based overseas who has no interest in the suitability or sustainability of a quality tourism product."

the pitfall with the dominance

By designing a new way of letting

“Overseas-based online travel agents may claim to be acting in your best interests, however forcing discounting and rate parity is clearly detrimental to the industry,” he says.

He said operators should evaluate their marketing practices to limit exposure to overseas online travel agents, and encourage consumers to book directly with the property to avoid the huge commissions that these overseas-based travel agents impose on the Australian provider.

“Consumers will not be any better off. A race to the bottom on price, just to beat

Graeme Hollands, director of Gold Coast-based Jump On and Stay, states that they have identified

an equal opportunity to all

be a scenario where they are setting the property rates,” says ARAMA CEO Trevor Rawnsley.

“The issue is compounded when these foreign-owned online travel agents punish the property by downgrading their listing because they have fallen foul of their imposed rate parity policy.”

Mr Rawnsley said resident managers should always remain in control of their pricing.

of the giant overseas OTAs. “Indeed because of the listing and booking methods imposed by the monopoly of booking giants, accommodation service providers are left vulnerable to unfair policies and unjustified rate control”. the customer view and compare properties, Jump On and Stay eliminates the need for rate parity, and by providing a suggestion of accommodation based on factors other than commission paid, the local company gives accommodation service providers to stand out to the customer.

Positioning Australia’s tourism industry for the future Consultations are now open on Australia’s next national tourism strategy, with industry stakeholders encouraged to have their say on a draft report developed by the Beyond Tourism 2020 Steering Committee.

Minister for Trade, Tourism and Investment Simon Birmingham urged stakeholders, from local and state governments to peak industry bodies and individual tourism operators to have their say on the future direction of the industry.

“Australia is currently experiencing a tourism boom with record numbers of international travellers flocking to our shores and spending record amounts,” Minister

28

an increasingly competitive global tourism market.

“The Beyond 2020 Tourism strategy is an opportunity for Australia to develop a new longterm vision for the industry and address key challenges such as technology development, aviation access, attracting more investment in infrastructure, boosting regional tourism and meeting workforce needs.

Birmingham said. “We’ve also seen strong recent growth on the domestic front with more Australians choosing to holiday at home and deciding to get a taste for the diverse and unique experiences on offer around our country.

“With tourism now attracting $136 billion in expenditure each year and employing 1 in 13 Australians, it’s vital we keep this momentum going by seizing on new market opportunities and ensuring Australia remains a must-visit destination in

TOURISM

“I look forward to hearing the feedback from stakeholders on the Committee’s draft report about how we can continue to attract record numbers of visitors and position Australia’s tourism industry for the future.”

To read the Steering Committee’s draft report visit www.austrade. gov.au/beyond2020.

ResortNews | March, 2019

Tourism Australia announces Aussie Specialist Ambassadors After a rigorous judging process, nine frontline travel sellers from the USA, Canada, UK, Germany, France, Italy, Indonesia and New Zealand have been chosen as their region’s first-ever ‘Aussie Specialist Ambassadors’.

The Ambassadors will join a

tailor-made trip ‘Down Under’ in March to experience and share incredible Aussie experiences with other international travel sellers. Tourism Australia managing director John O’Sullivan said frontline travel sellers are a critical part of the travel distribution system and the Aussie Specialist Ambassadors will create peerto-peer advocacy amongst their colleagues.

The wait is almost over The highly anticipated Hayman Island by InterContinental Hotels and Resorts is now taking reservations from July 01 for 2019.

Located on a pristine 400-hectare private island, the 166-room luxury resort has undergone a spectacular, multi-

million-dollar refurbishment where guests will experience a truly immersive stay in one of the world’s most unique and iconic destinations. The luxurious hotel will feature new, world-class restaurants and bars alongside a plethora of bespoke experiences including a spa and remarkable event and meeting spaces.

Hayman Island will officially open in July 2019.

Five ways to make your staycation count While staycations are often touted as a moneysavings option for people who can’t afford to travel, they’re also a fun way to discover some of the attractions near where you live.

If you’re a regular traveller, a staycation can be an inexpensive bonus trip – even if it’s just over a two- or three-day weekend.

you never do while you’re there on a daily basis.

a top-floor observation area, pony up the money to get a different perspective on things. This is the version of your city that visitors see.

Maybe it’ll give you a new appreciation for where you live.

Find a cute café for breakfast.

Check out the rooms in that new high-rise hotel they just constructed. Go to a show without worrying about parking or dragging yourself all the way home afterward, late at night.

2. Try the suburbs – the other ones

Do all the things you never see/do in your own city; if there’s a local building with

In most cities, the suburbs are very split east vs west or north vs south.

Take the time to spend a weekend “over there” on the other side.

Visit different retail and dining outlets – you will be amazed at how much more you have to talk about on Monday!

Just because you’re not in another country, it doesn’t mean you can’t shop, eat, or drink at the hotel bar like you are out-of-towners.

It’s so much easier than packing up and making all those tedious arrangements, plus, you may discover some shops and restaurants that you will now gladly make the drive to return to.

Here are five simple tips to plan the perfect local trip with your spouse or the entire family.

1. Explore local If you live near a large city, book a hotel in the downtown area and make it an urban adventure weekend.

3. Check out local discounts

Even if you happen to work in the city centre, there are likely plenty of things

A lot of cities’ attractions offer discounted or free admissions for local residents.

March, 2019 | ResortNews

TOURISM

29

Check out the tourist attractions, markets and live music. Some may even have ‘free nights’ that you may not have been aware of.

Some simple online searching may help you figure out when the best time is to plan that local trip.

4. Pick a theme Maybe there’s something you’ve been meaning to do and can make a weekend out of it. Is there a handful of museums or historical sites in one part of the region? Is there something you need to shop for? Maybe there’s a nearby outlet mall that you’ve wanted to hit, but don’t want to be rushed. Are there some local parks or hiking trails that you have never been to? Or maybe you can take in a few different sporting events in a single weekend.

Even if it’s just romance, having a theme can inspire the planning and activities.

5. Plan around food and/or drink Most travellers enjoy eating good food when they travel, so why not support the local restaurants that you’ve never gotten around

How to survive, even thrive, outside the peak season to trying? Plus, if you’re walking to restaurants, you can enjoy that extra drink without worrying about having to drive home afterward.

Many cities are now creating their own drink-focused experiences, such as ‘food and wine’ tours.

It’s also easy to find multiple microbreweries or pub crawls in many areas, and a local staycation oriented toward that could be a memorable experience.

What’s more, the next time you have friends visiting from out of town, you’ll have all sorts of new ideas for restaurants and bars to take them to in your city.

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It doesn’t have to be. Here are some marketing and revenue management tips to lift occupancy and maintain revenue during the low period.

Create packages and promotions to pique interest You don’t have to lower your prices to attract an audience. In fact, in the low season with a drop in occupancy you may not be able to sell enough to compensate the decrease in revenue. Offer package deals with add-ons to add value such as a complimentary breakfast or spa as an incentive to book. Promotions can also be pushed out via Promo Codes.

Understand your audience and build a loyalty programme

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Seeing bookings slow down because of seasonality can be hard.

All Preferred Suppliers have been recommended by other accommodation properties for their service and have qualified for inclusion in the programme. The next time you need to use a new supplier, why not make life easier and use a Preferred Supplier.

Pull out your database of existing customers, find the frequent visitors and attract them with deals. If you’ve invested in a loyalty programme, the low season would be the time to leverage it. Giving loyal customers a value-add in the low season is a win-win for all – the guest is happy to get the experience and you get customers through the door when you need them.

Attract local events and seminars If you have the capacity, look at creating target new markets such as events and conferences at your property. This can help attract corporate clients during the low season as they are familiar with your property.

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If you have a seasonal business,

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TOURISM

you are no doubt always trying to plan ahead and trying to figure out what are the best options for your ‘off season’. What you do during the off season depends a lot on how well your business performs in season. Do you make enough money during your peak season that you don’t have to worry about additional sources of income during the rest of the year?

Don’t forget social media Even though you may be having a bit of down time, it is still best to keep up to date with your social media content to keep people’s interest and stay in front of potential visitors. Content is king! Keep up with the imagery, video content as well as any of your promotions you have over the off-season. Spread the word across all channels and engage with your audience. You can also use this time to follow up with previous visitors if you need to.

Brainstorm new strategies and start working on ways to get more people into your door once the peak season arrives. Start getting the word out about your business before the peak season. Try to get a step ahead of your competition while you have the time to think about these types of things.

Keep your website and business listings up to date Keep your online presence up to date in the off-season. Tell your audience why they need to come and stay at your hotel in the off-season over others. What can you offer them? Provide information about local activities, restaurants, promotions and events to increase the buzz and excitement of what is on offer.

This article was originally published by STAAH. ResortNews | March, 2019

Palace of Salt, Bolivia The current Palacio de Sal sits in Bolivia over 15 miles from the nearest town or sign of life, but this is actually the second such salt lodging to be built in the area after the first was abandoned.

The Salar de Uyuni, the world’s largest salt flat, is over 4,000 square miles of hot, barren crust in which almost nothing can grow. Despite the inhospitable climate, the natural phenomenon has long been a popular tourist destination.

In order to capitalize on this trend one enterprising businessman decided to build a small hotel in the middle of the salty sea. With no other natural resources in the area, the builders simply mined blocks of salt to create everything in the establishment; from the walls to the beds to the tables and chairs. There was even a strictly enforced rule against licking the walls and furniture.

Unfortunately, the hard ground made creating proper waste management systems difficult and soon the site was overcome with waste and unsanitary conditions. Built in the early 90’s the original Palacio de Sal was closed by 2002.

The current Palacio de Sal was built in 2007 closer to civilisation and with better plumbing, but from the same type of salt blocks as the original. The

March, 2019 | ResortNews

expanded site features 32 rooms built of salt blocks and is far more upmarket than the first one, however the no licking rule is still firmly in place.

Despite the desert dryness, freezing night temperatures, and fierce desert sun, this landscape is not devoid of life. Pink flamingos, ancient cacti, and rare hummingbirds all live in the Salar de Uyuni.

During the wet season, the salt desert is transformed into an enormous salt-lake, albeit one that is only six to twenty inches deep, traversable by both boat and truck. During this time, the shallow salt-lake perfectly mirrors the sky, creating bizarre illusions of infinity.

Also worth traveling to, are the nearby Laguna Colorado and Laguna Verde. Laguna Colorado is a red-hued lake filled with thousands of pink flamingos, while Laguna Verde is a blue-green salt-lake found at the foot of the volcano Licancabur. Its shifting aqua colour is caused by copper sediments and microorganisms living within the lake.

THE LAST RESORT

31

www.ozbreaks.com.au/learnmore

T&C’s apply

2019 Queensland Tourism Awards

Salute to Excellence Awards

How quick does time fly! #QTA19

•

Submission due: Monday 19 August 2019

Queensland Tourism are excited to announce they key dates for 2019 awards entrants.

•

Gala Ceremony: Friday 8 November 2019 at Novotel Twin Waters Resort, Sunshine Coast

They are:

Don't miss your chance to showcase your tourism business and achievements, and be a part of the tourism industry's 'night of nights' by entering the awards!

•

Nominations open: Monday 25 March 2019

•

Nominations close: Friday 31 May 2019

The QTIC Salute to Excellence Awards recognises Year 11 and 12 students that are undertaking or have completed vocational education and training in tourism, food and beverage or cookery.

The Awards highlight the importance of promoting

vocational education and training among secondary schools across the state. The student's qualification can be achieved through one of the following delivery methods: • • •

VET in schools School-based traineeship School-based apprenticeship

Nominations for 2019 opened on Thursday 1 November 2018 and close on Tuesday 30 April 2019.

For more information on QTA19 visit www.queenslandtourismawards.com.au.

Parrtjima – A Festival of Light to shine in the Red Centre

UnDiscover Australia launches in the United Kingdom High value British travellers are being given compelling new reasons to take a holiday ‘Down Under’ with the launch of the UK version of Tourism Australia’s UnDiscover Australia campaign in partnership with Singapore Airlines.

The promotion showcases slightly more unusual, unfamiliar and unexpected attractions and experiences as well as offering itinerary suggestions and special offers with Trailfinders, one of Tourism Australia’s key distribution partners in the UK. The content is supported by a broader digital campaign and print advertorials.

The Red Centre will light up for the annual event Parrtjima – A Festival of Light, set to take over the outback town of Alice Springs from April 5 – 14. Visitors and locals will have plenty to look forward to with a spectacular ten-night celebration of art and culture, based on the theme ‘Language Expressions’ which recognises the UN Year of Indigenous Languages.

A completely free event, Parrtjima is the only authentic Aboriginal light festival of its kind, showcasing the oldest continuous culture on the planet through the latest technology.

Refresh for events on Australia.com Tourism Australia has launched a new digital calendar to promote major events and festivals from across the country at www. australia.com/events. The refreshed design makes it easier for international visitors to find an event that matches their holiday itinerary. Tourism Australia’s events marketing activities aim to build travel intent and reinforce that Australia is a vibrant and exciting destination to visit.

UK spotlight on Queensland Tourism and Events Queensland has launched a new UK trade

34

EVENTS & APPOINTMENTS

campaign to show travel agents the latest offerings and experiences of ‘Australia’s Nature Coast’, with the aim of attracting more British travellers to the Sunshine and Fraser Coasts.

Never be alone with ‘Opera for One’ in Sydney and Melbourne Opera Australia has introduced a new experience for opera loving solo-travellers in search for likeminded company. Be greeted by a host and mingle with other solo-guests over pre-show canapes and drinks before being escorted to the theatre to be seated with your new companions to enjoy the show. ‘Opera for One’ is available for selected Sydney performances now and will expand in to Melbourne later in the year.

Destination Australia Conference 2019 Registration is open for Australia's top tourism marketing conference to be held on Thursday 14 March at the new Howard Smith Wharves in Brisbane. Tailor-made for Australian tourism businesses serious about attracting high yield international travellers, an impressive line-up of experts have been hand-picked for the Destination Australia Conference to delve into the big issues and tackle today’s most important tourism marketing questions.

ResortNews | March, 2019

ARAMA Launches TOP Awards A campaign to celebrate the management rights industry The Australian Resident Accommodation Managers Association (ARAMA) has this month launched its inaugural awards campaign to showcase an industry that generates $55.5 billion to the Australian economy annually.

30 million people annually. “The industry employs a significant number of people who either operate management rights directly or are associated with it and it continues to grow as more Australians live in community title schemes,” adds Trevor.

“Management rights is the most effective method of serving the interests of unit owners, bodies corporate, tenants and guests and we exist to represent members and the industry as a whole.

The 2019 ARAMA TOP Awards celebrate the variety of stakeholders instrumental to the strength and success of the management rights industry, from resident managers in short and long stay rental properties to sales brokers and service providers.

ARAMA CEO Trevor Rawnsley said the initiative would highlight the professional skills, experience and opportunities within the industry as well as its economic significance.

“Around 38,000 people stay in resident managed accommodation in Australia daily and there is a thriving industry underpinning everything from

March, 2019 | ResortNews

“The ARAMA TOP Awards will be an important step in acknowledging the individual leaders contributing to the strength and success of the industry.”

TARG E T I N G O U

the upkeep of properties to guest satisfaction,” says Trevor.

“It contributes more than $55 billion to Australia every year and we are lifting the industry’s profile by establishing high professional standards and showcasing our best operators to attract even more people to participate.”

‘Management rights’ is a business that a resident manager conducts

in a property operating under a corporate, strata or community titles legislation. The model is most suited to community title schemes (CTS), which currently accommodate 40 percent of Australians.

As the peak body for the industry, ARAMA represents 2500 members nationally whose properties accommodate at least

EVENTS & APPOINTMENTS

Awards include the Resident Managers of the Year (Short Stay and Long Stay), Sales Broker of the Year and Service Provider or Supplier Professional of the Year.

To nominate, visit the website arama.com.au and download the ARAMA TOP Awards nomination booklet and application form.

Entries close on 30 April 2019.

35

Tourism chief in controversial bid for eco-development contract A company partowned by the chair of Queensland Tourism has been shortlisted for a lucrative deal to build eco-accommodation in Queensland national parks.

Brett Godfrey, the multimillionaire founder of Virgin Australia, was appointed to head up Tourism Queensland in 2017. In that role, he has overseen the move of commercial accommodation operators into the state’s national parks, a sector traditionally limited to Parks and Wildlife Servicerun huts and lodges.

Now his Australian Walking Company has been named among applicants shortlisted by the state government’s department of tourism to build accommodation on 60-year leases in three parks, including on Hinchinbrook Island in the Great Barrier Reef Marine Park.

“This is purely a tourism exercise, they don’t give a stuff about what the parks were set aside for, which legally under the Nature Conservation Act is primarily for the protection of native plants and animals,” he said.

“The department of tourism is being given a free hand to make money in national parks, and it’s got somebody in charge of TEQ who is a master of making money of out of national parks elsewhere.”

Mr Godfrey argues Tourism Queensland needs to get to grips with promoting such facilities globally if it is to compete in the eco-tourism space.

disclose and manage the perceived conflict of interest between his position on the tourism body and directorship of the company.

Australian Walking Company promotes luxury ecoaccommodation, developing a new commercial hut development on Cradle Mountain in Tasmania and recently winning a South Australian government contract to build luxury lodges on Kangaroo Island.

Tourism Queensland (TEQ) is separate to the state tourism department which is running the expressions of interest process, but the two “work collaboratively … to identify opportunities to increase tourism,” Mr Godfrey acknowledged in a submission to the integrity commissioner.

The tourism chief has defended his perceived conflict of interest over the Queensland developments, saying: “The problem arises if you don’t resolve it in the public interest and I would argue that it’s in the public interest that the best operators in the country … be putting their hat into the ring.”

He has followed all recommended steps to

But Ross Grantham, a corporate law and conflict-

of-interest expert from the University of Queensland said, the situation would be unlikely to meet community standards, even though the regulatory boxes had been ticked.

“It is unlikely to satisfy public expectations where you have a direct business and personal interest in the outcome of a tendering process and you’re allowed to continue to participate in that process,” he said.

“It departs increasingly from public perceptions and community expectations as to how a conflict of interest ought to be handled.

“I think a lot of people would probably be uncomfortable with that.”

Former Queensland Parks and Wildlife manager Peter Ogilvie said the commercialising of national park trails is financially driven.

“The state has had no experience in in-park commercial tourism.”

“That’s why I’ve been a big proponent of trying to get this, because it needs another string to our bow where we’ve been losing market share for the past 15 years.”

He argues eco-tourism in Queensland Parks is about providing two different types of products.

“It’s just like for my aviation business, you know we provided an economy class for those that wanted a budget-conscious experience and we provided a business class for those that wanted something different,” he said.

“I don’t think there’s anything wrong with providing the full spectrum, but I come back full circle and say that national parks should be accessible to all.”

Architect, consultants to pay builder LU Simon for Lacrosse cladding fire Builder Lu Simon has been ordered to pay $5.7 million in damages to owners over the Lacrosse building fire, but it’s the contractors who have been ordered to reimburse the builder 97 per cent of costs, a Victorian Tribunal case has ruled.

While the builder will have to pay the 211 applicants in the case, in a ruling made, Justice Edward Woodward has found Lu

36

DEVELOPMENTS

Simon’s consultants — architect Elenberg Fraser, building surveyor Gardner Group and fire engineer Thomas Nicolas — liable.

“The sum to be paid by Lu Simon to the owners based on my findings today total is $5.748 million and each of Gardner Group, Elenberg Fraser and Thomas Nicolas will be ordered to reimburse Lu Simon,” Justice Woodward said.

Further sums claimed totalling at least $6.8 million are yet to be resolved.

ResortNews | March, 2019

Changes to negative gearing would be very bad news for new housing

AXA goes on $300m hotel shopping spree French investment company AXA has spent $330 million acquiring four hotels from Australia's biggest hotel group AccorHotels, in the biggest deal in the sector to date.

By now you’d know that the Australian Labor Party has promised to abolish negative gearing on future investments in established property, and to increases the capital gains tax on new and established property investments.

They say this will increase new housing supply and make properties more affordable for new home buyers, but that just doesn’t seem to be the case.

New research from the Property Council reveals that demand from property investors for newly-built housing will fall significantly under proposed changes to negative gearing and capital gains tax.

The survey of more than 1,000 current and potential investors were asked how the proposed policy changes would influence their future investment decisions and the key findings include: •

•

33 Percent of potential investors surveyed said they would “probably or definitely” buy a newlybuilt investment property in the next five years under the existing tax arrangements. This number drops to 24 percent under proposed changes.

Current property investors’ intention to buy a newly-

March, 2019 | ResortNews

built property drops from 34 percent under current arrangements to 27 percent under proposed changes.

•

Around half (49 percent) of all those surveyed would be discouraged from investing in property if proposed changes are made, while a further 42 percent would reconsider the type of property investment.

•

Current investors would be the most discouraged from investing in property under the proposed changes (58 percent) compared to potential investors (40 percent).

The play is the largest the AXA investment unit has made in Australian property since it bought the Eureka funds business in 2016.

AXA has snapped up 831 hotel rooms across the five-star Pullman Sydney Olympic Park, with 218 rooms, Novotel Sydney Olympic Park, with 177-rooms, Ibis Novotel Sydney Olympic Park, with 150-rooms and the Novotel Canberra, with 286-rooms.

The acquisitions reflect the shift in investment sentiment towards the hotel sector that is currently reaping dividends The acquisitions reflect the shift in investment sentiment towards the hotel sector that is currently reaping dividends from Australia's booming tourism industry. The move also looks to tap into the Sydney Olympic Park's bustling event schedule having hosted 5,500 events between 2017 and 2018 attracting 10.5 million visitors.

According to Property Council chief executive Ken Morrison, the survey results directly challenge a key assumption of the ALP policy: that changes to negative gearing would stimulate new housing supply and construction.

“The survey shows that investors will be less likely to invest in newly-constructed housing under the ALP’s tax changes, not more likely,” Morrison says.

“This is a critical new insight, because if less new housing is being created for people to rent it can only mean higher rents in the medium term.”

Nearly half of all current investors intend to “probably” or “definitely” buy another investment property if the Labor Party is not elected at the next election.

DEVELOPMENTS

37

Apartments and townhouses no longer welcome in Brisbane’s low-density suburbs The call to “protect the Brisbane backyard” triumphed, with a vote passed by Brisbane City Council to remove provisions allowing for multiple dwellings on blocks of more than 3,000 square metres.

Councillors voted unanimously in favour of the temporary local planning instrument, provided for in the Planning Act 2016, to restrict multi-residential development in low-density areas.

When the interim measure was passed, city planning chairman Matthew Burke said the proposal will stop townhouses and apartments being built in areas for single homes.

“Council wants to put a stop to cookie-cutter townhouse developments and instead protect the Brisbane backyard and [its] unique character,” Bourke said.

townhouses and apartments continue to be developed on low-density residential zoned land,” planning consultant Mia Hickey said.

“A blanket ban feels like a political stunt.”

The vote, which was carried out as council awaits state government authorisation, has been derided as politicking by planning experts.

For its part, the state government said council has not responded to requests for further information or addressed how the proposed amendments would affect housing supply.

“Council is drawing a long bow in saying that the city is at risk of adverse cultural or social affects if

“Finding the missing middle, where the goal is to offer greater housing diversity such as townhouses, duplexes, low-

and medium-rise apartment buildings is an important way to ensure people can stay within their communities throughout their lives,” a government spokesperson said. “It is crucial that a range of housing options are available and affordable for all Queenslanders.”

Property Council executive director Chris Mountford echoed the government's concern. “It is entirely appropriate for the state to examine the overall impact this policy will have on housing supply into the future.”

“One of the big challenges facing South East Queensland as we continue to grow into the future is ensuring we have enough housing to keep pace with population growth.

“Council’s decision to implement a broad ban on the delivery of townhouses is a backward step.”

The proposed ban comes as Brisbane’s temporarily oversupplied apartment market begins to level out – with recent data indicating that Brisbane apartment prices will stablise over 2019.

Singaporean co-living giant moves into Sydney Singaporean co-living company Hmlet will make its Australia debut in Sydney with the launch of two co-living properties.

Late last year, Hmlet secured a $9 million Series A investment from Sequoia India, the Indian affiliate of US venture capital giant Sequoia Capital, to accelerate its expansion.

The company's foray into Australia comes at an opportune time with softening residential property prices, prompting developers and investors to shift focus away from the traditional build-to-sell model and toward build-to-rent.

Hmlet has announced two housing projects to be opened in Sydney's inner-west suburbs Newtown and Marrickville, previously launched by local co-living provider Caper Living.

The emerging company has found success in Singapore and Hong-Kong with 15 co-living locations up and running.

38

Hmlet will now look to leverage Caper’s local expertise and presence in order to build a network of co-living properties in Australia with the target of 1,000 members within 12

months. “With the growing demand for more flexible, community-based options of living in cities like Sydney, we felt that Australia was the next natural move for us” Hmlet cofounder Yoan Kamalski said.

Hmlet identified the Australian market, which is the third most popular destination for international students and young professionals starting their careers, as its next venture with millennials accounting for 29 percent of the country's population.

Hmlet recently completed its 2,400m2 six-level project in

DEVELOPMENTS

Marrickville, with rooms for 70 tenants, a garden terrace and outdoor kitchen.

The second project in Newtown on King Street will house 20 tenants and will feature a co-working space and a rooftop terrace.

"Following a recent tour across Australia's major capital cities, it is clear that build-to-rent will become an important part of the Australian property market and co-living helps to drive the momentum of the burgeoning build-to-rent sector," Kamalski said.

ResortNews | March, 2019

Victims can now break leases without penalty Following the push for ten-ancy reform in NSW back in October 2018, victims of domes-tic violence can now break a tenancy lease without incurring any penalties.

From 28 February, 2019, the changes to tenancy law, as referred to in Residential Tenancies Amendment (Review) Act 2018, are now enacted, which allows for tenants who are suffering domestic violence to be able to break a tenancy lease without incurring any financial penalty.

For a tenant to give a domestic violence termination notice and break a lease without penalty, there must be some proof that the tenant or co-tenant has a legal document detailing the domestic violence.

If landlords or co-tenants have questions regarding the validity of a domestic violence termination notice, they can apply to NCAT to dispute this.

Peter Koulizos, chairman of the Property Investment Professionals of Australia, said it was a good thing to allow for victims of domestic violence to be able to break a lease, but there should have been further provisions for perpetrators to be held accountable for their actions.

“There needs to be the opportunity for the investor to go for the person that

Gold Coast holds on to its sporting mantle

caused the damage,” Mr Koulizos said at the time.

“Now that’s probably through some other court rather than the residential tenancies court – we understand that these things happen from time to time, but the wrong thing has been done by the person that caused the damage, so they need to be liable for the damage.”

However, Tim McKibbin, CEO of the Real Estate Institute of NSW, said that the onus of cost on property investors would not be appropriate in this instance.

“If somebody was an investor in one of the big companies, they own shares, and their dividend cheque came along and somebody turned up and said, ‘You’ve just got a $100 dividend, but I’m going to deduct from your dividend because there has been some domestic violence in your suburb,’ we would all say in those circumstances, ‘No, that's a ridiculous response’,” Mr McKibbin said.

The Gold Coast has been named the first Australian city to host SportAccord, a major world sport and business summit.

“But in the residential environment, when we have an investor in this area, because of the nature – and I think that’s the key word – because of the nature of their investment, somehow we’ve arrived at the conclusion that they should bear the costs attaching to the circumstances of the domestic violence within their investment property.”

The convention will host delegates from the International Olympic Committee and heads of state, organising committees for the summer, winter and Youth Olympic Games, the World Games and delegations from other major events.

Queensland tourism minister Kate Jones said: “This event will bring 1500 representatives

from up to 100 countries, representing 500 different international sports federations, rights holders, organising committees, businesses and other sporting organisations to the Gold Coast.

“This is the most significant meeting of international sport representatives held every year and securing it for the Gold Coast shows the world that we have one of the foremost major events destinations on the planet.”

The summit will run from May 5 to 10 at the Gold Coast Convention and Exhibition Centre.

QUEENSLAND WIDE

 (07) 5443 5266 www.simpsonquinn.com.au Level 1, 13 Carnaby Street, Maroochydore

Management Rights Transactions Conveyancing and Property Law Estate Planning March, 2019 | ResortNews

DEVELOPMENTS

39

New Managers The Lychee Tree, Port Douglas

www.accomproperties.com.au

Sales Report MANAGEMENT RIGHTS Gold Coast Myrina Apartments

Andy Chen

Southport

MRS

CBD on Broadwater

Emmanouel Gaganis

Southport

MRS

Atmosphere Ashmore

Waters Edge Group P/L

Ashmore

SC

Marina Residences

Resort Property Services P/L

Benowa

SC

Villas on Brentford

Charles Chiou

Richlands

RB

Chasely Apartments

Pranil Vishwa

Auchenflower

RB

Waters Edge Apartments

Woody Point

Sam & Yenni Yuen

RB

& Parkside on Whitby

Brisbane

L- R: Edward Moyle, Alex Barker-Ré and Leo van Dort

Alex Barker-Ré of Calvin Bailey Management Rights congratulates Edward Moyle and Leo van Dort on the successful purchase of Lychee Tree Apartments

New to this industry, but well

in Port Douglas.

Port Douglas holiday property.

Sunshine Coast / Wide Bay / Fraser Coast

equipped with life experience

Cilento

Amanda Preece & Mark McKay Mooloolaba

and the essential business skills,

The Village

Robbie & Kim-Leigh Judge

Leo and Edward are looking forward to running this charming

MRS

Sippy Downs

ARMS

Edward Moyle and Leo van Dort Port Douglas

CBMR

North Queensland The Lychee Tree

MOTELS & OTHER

Kingsway Apartments, Caloundra Queensland Jumbuck Motel (LH)

Ivar Hunt

Longreach

RB

Jumbuck Motel (INV)

Ivar Hunt

Longreach

RB

Cosmopolitan Motel

Alice Wen Lin

Rockhampton City RB

Henry Chen

Mount Gravatt

RB

Matador Motor Inn

Tim Vincent

Coffs Harbour

RB

Vikas Ski Lodge

Da Wang

Jindabyne

RB

Otway Central

Greg Whitford

Lavers Hill

CRE

Edwards Tavern

David Flavell

West Wodonga

CRE

Warburton Hotel

Andrew Borer & Naree Taylor

Wesburn

CRE

Royal Hotel

John Clohesy

Sea Lake

CRE

Grand Hotel

Lisa McKay

Healesville

CRE

Caledonian Hotel

Peter Belokozovski

Murchison

CRE

Bendigo Homestead Motor Inn

Terry Williams

Golden Square

& Serviced Apartments Viking Motel

Cathy McGuire with Karen Ison

Think Management Rights agents, Karen and Mark Ison would like to congratulate Cathy and Mick McGuire on their purchase and appointment as the new managers of Kingsway Apartments in Caloundra.

Cathy has a background of working in a local permanent complex, but the couple decided it was time to purchase and operate their own management rights business.

Cathy said “Having decided it was time for us to pursue a management rights business, we started looking and were very happy to come across the property listed by Karen and Mark. We found them to be very friendly, approachable, professional and best of all

40

not pushy. Not only that, they have been very patient with us throughout the whole process, offering advice, and even more importantly, encouragement when things took longer than we thought they would. They were able to offer so much insight into the business that we have found to be very helpful, and although settlement was a while ago we can still call them when we have a question. We are very grateful to them for their willingness to share their experience with us, it has made the whole process much more enjoyable than it might have been. Thankyou Karen and Mark for helping us”.

The Think Management Rights team wish Cathy and Mick all the best in their new business venture.

New South Wales

Victoria

RB

Note: Agent/Broker involved in the sale is listed last.

Agent - KEY: ARMS - Australian Resort Management Sales; CBMR - Calvin Bailey Management Rights; CRE - CRE Brokers; MRS - MR Sales; QTHB - Queensland Tourism & Hospitality Brokers; RAAS - RAAS Rights; RBA - Resort Brokers Australia; RS - Resort Sales; TO - Tom Offermann; TB - Tourism Brokers; TMR - Think Management Rights; SC - Stratacorp. * In conjunction

PROPERTY

ResortNews | March, 2019

info@premiersales.com.au

www.premiersales.com.au

Exceptional Complex Alexandra Headlands Great Location • • • • • •

34 X two bedroom self-contained modern and tastefully decorated apartments 27 In the letting pool Large balconies with stunning views over the pacific ocean 2-Bedroom, 2 bath open plan living manager’s unit with ocean views Well positioned opposite a beautiful patrolled beach Excellent recreational facilities including a pool, spa, games room

Price $2,320,000 Net $300,714

Prestigious Permanent Carrara • • • • • •

Impressive permanent management rights business Substantial letting pool Fantastic remuneration Excellent business systems in place and minimal office hours Fantastic body corp Great residence suitable for a family in a central gold coast location

Price $1,950,000

Net $253,500

Two Complexes Managed As One Sought After North Brisbane • • • • • •

Excellent permanent townhouse complexes side by side Security gated, no pool and minimal gardens to maintain Complexes have been run as one for 5 years 135 Townhouses in the letting pool Average rents $330 per week 4 Bedroom, 2.5 Bathrooms, managers residence with private courtyard and dlug

Price $3,330,000

Spectacular Rainbow Bay

Under Contract

Net $490,000

Boutique Holiday Complex Scarborough

Asking Price $2,860,000 Net Profit $405,000

Excellent Permanent Complex - Sunshine Coast

Asking Price $2,970,000 Net Profit $434,010

Iconic Holiday Complex Surfers Paradise

Under Contract

Asking Price $1,611,000 Net Profit $180,000

David – 0414 706 600 david@premiersales.com.au

Under Contract

Jim – 0429 444 066 jim@premiersales.com.au

Under Contract

Asking Price $7,420,500 Net Profit $1,057,000

Scott – 0432 144 822 scott@premiersales.com.au

Your Management Rights Financing Experts Management and Letting Rights Quarterly Pulse • January 19 - Sixth Series

Market Snapshot - January 2019

Data provided by The On-Site Manager website.

STOCK LEVELS…have abated over the summer months June 2017

October 2017

January 2018

May 2018

Aug 2018

Jan 2019

$950m 629 Properties on the market

$864m 673 Properties on the market 

$835m 604 Properties on the market 

$932m 677 Properties on the market 

$1,040m 728 Properties on the market 

$969m 697 Properties on the market 

Permanent Stock has decreased and Holiday have remained around the same June 2017 Holiday - 359 Permanent - 278

October 2017

January 2018

May 2018

Aug 2018

Jan 2019

Holiday - 337  Holiday - 328  Holiday - 346  Holiday - 355  Holiday - 358  Permanent - 260  Permanent - 250  Permanent - 307  Permanent - 338  Permanent - 309 

and Multipliers…are DECREASING BUSINESS MULTIPLIERS (ave) OVER $1m Purchase Price 5.1x

5.1x

5x

4.9x

4.4x

4.3x













and Businesses are remaining on the market in the main categories around the same time DAYS LISTED October 2017

DAYS LISTED January 2018

DAYS LISTED January 2018

DAYS LISTED May 2018

DAYS LISTED Aug 2018

DAYS LISTED Jan 2019

Has reduced by 7 days to 84 days

Has reduced by 4 days to 80 days

Has reduced by 4 days to 76 days

Has increased by 10 days to 86 days

Has reduced by 16 days to 71 days*

71 Days













*Remained 79 days for Holiday and Permanent

Market Movers Stock levels have decreased now from the record highs of last month which has mainly taken place in Permanents and Multipliers have remained steady.

Over the last 12 months (Jan18 to Jan19) there is: ~ a 16% increase in $ value of stock (up by $134m) ~ there are 23% more Permanents on the market and 9% more Holiday Building ~ Mulitpliers are on average are slighly less

‘On the Market Analysis’ - Market Pulse Comparison by Agreement Type - January 2019

P F E

Purchase Price

BUSINESS MULTIPLIERS (ave)

Ave Purchase Price

Standard Agreements

4.2x

$1.43m

Accommodation Agreements

4.3x

$1.55m

(07) 5574 0500 (07) 5574 0333

info@fnx.com.au

www.fnx.com.au company/fnx-finance

FNX Finance Group Pty Ltd ACN: 602 814 620 ABN: 75 602 814 620

Management and Letting Rights Quarterly Pulse • January 19 - Sixth Series

Management Rights For Sale - Market Analysis - January 19 Letting Pool Coverage – proportion of the total units to those within the Pool. Agreement Coverage – refers to % of total agreement term available upon purchase.

Total stock

Total stock

Days listed

Average price

Multipliers

Gross return %

Letting pool coverage

Agreement coverage

Resort / Holiday

$532,235,588

358

84

$1,486,692

4.20

25%

59%

83%

Permanent

$371,139,580

309

87

$1,201,099

4.41

28%

39%

85%

Corporate

$50,286,500

17

80

$2,958,029

5.04

23%

59%

79%

Off The Plan

$13,049,200

10

83

$1,304,920

4.08

25%

32%

100%

Student Accommodation

$1,590,000

2

57

$795,000

3.76

27%

92%

80%

Retirement

$1,100,000

1

45

$1,100,000

2.81

36%

78%

48%

Grand Total or Average

$969,400,868

697

71

$1,390,819

4.3

26%

51%

84%

Historical Comparison of the Market Stock Numbers of buildings Building…which havedecreased.. been in Permanents less Corporates… numbers of has slightly which hasand been in so Permanents and corporates...

NO. OF BULDINGS ON THE MARKET BY TYPE (Holiday & Permanent)

NUMBER ON THE MARKET 800

360

728

725

697

307.5

677

673 650 575 500

359 278

260

255

604

630

355 337

328

346

358

338

309

307 250

202.5

June-17

Oct-17

Jan-18

May-18

Aug-18

150

Jan-19

June-17

Oct-17

Number on the Market

Jan-18

Resort/Holiday

May-18

Aug-18

Jan-19

Permanent

As the total dollar value of properties on the market also increase… is also decreasing...

NO. OF BULDINGS ON THE MARKET BY TYPE (other)

TOTAL $ VALUE OF PROPERTIES ON THE MARKET

20

16 15

$1,100,00,000

20

15

17 12

13

11

10

$1,004,344,005 $825,000,000

$550,959,664 $532,235,588 $378,006,577

$275,000,000

June-17

Corporate

Oct-17

Jan-18

Off the Plan

May-18

Aug-18

Student Accommodation

P F E

(07) 5574 0500 (07) 5574 0333

info@fnx.com.au

Jan-19

$0

Retirement

www.fnx.com.au company/fnx-finance

$969,400,868

$834,728,496

$550,000,000

5 0

$956,296,140

June-17

Oct-17

Grand Total

Jan-18

Resort/Holiday

May-18

Aug-18

Permanent

Jan-19

Corporate

FNX Finance Group Pty Ltd ACN: 602 814 620 ABN: 75 602 814 620

MANAGEMENT RIGHTS RESORTS

WATERFORD

ARUNDEL

CONVENIENT AND PROFITABLE

EXCELLENT RETURN ON INVESTMENT Generous Body Corporate salary of $173,000 represents over half of the significant profits generated by this business. Over 20 years remaining on Management Rights agreements. No requirement to live on site. No set office hours. Minimal investment in real estate provides for excellent ROI. Onsite facilities include a pool only. Popular rental location conveniently located near Griffith Uni, shopping centre and public transport. Businesses of this calibre are hard to find!

Bobo Qi

This well maintained gated townhouse complex is straight forward to manage. A substantial stand-alone four bedroom manager’s villa makes living onsite a dream. Centrally located with easy access to the best schools, Westfield Shopping Centre, Golf Clubs, Train Station, Harbourtown and the M1. Long management agreements in place and a stable income makes this business one to strongly consider.

0438 027 771

bobo@propertybridge.com.au

NETT $294,000 PRICE 1,807,000

NETT $116,000 PRICE 1,077,000

ROBINA

ROBINA

PRISTINE GOLD COAST PERMANENT It’s got the lot! Brand new 25 year Management Rights Agreement.

Ultra-convenient central Gold Coast location. Beautiful residence with privacy, space and style. Immaculate compact grounds and pool and minimal maintenance required. Outstanding office with separate entry and no office hours. Sizeable rental pool with excellent income.

Supportive Body Corporate and Gallery Vie compliant.

NETT $182,000 PRICE $1,500,000

LIFESTYLE

Rhonda Perkins 0418 767 115

rhonda@propertybridge.com.au

Ultra-modern waterfront permanent inner-city lifestyle. Secure and commanding in tree lined boulevard. Public transport, education and retail convenience. Long agreements in Accommodation Module.

Impressive 2 bedroom, 2 bath residence and office.

Love at first sight!

NETT $122,000 PRICE $1,070,000

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Broadbeach Holiday – Live Off Site • • • •

Accommodation module agreements with no requirement to live on-site Only 5 owner occupiers, minimal lawns and gardens to maintain 1 bedroom manager’s unit rented out earning $13,000 income per year Quiet but centrally located, well maintained complex

Located just out of the heart of Broadbeach, walking distance to beach, cafes, restaurants

Exclusive Agent Phil Trimble 0418 478 966

ID8530

$124,000

$748,000

Gold Coast Permanent • • • •

Stable, easily run business. Owners moving on after 17 years Ideal for newcomers to industry or downsize from larger complex New 20 year agreements, generous Body Corporate salary 3 bedroom managers residence with air-conditioned living and outdoor areas

If you are looking for a business with security of income in a central Gold Coast location with further potential to increase the net profit, we suggest you contact us now to organise your inspection.

Exclusive Agents Deborah Tilley 0424 428 489 & Ian Forbes 0432 988 625

ID8926

Caloundra Waterfront Complex

$148,000

Fantastic Gold Coast Waterfront • Large 3 bedroom unit with expansive Broadwater views

• 2 bedroom managers unit with views from balcony • Watch the sun set over Pumicestone passage

• Mix of permanent & holiday let units, 27 in total

• Low maintenance gardens, no set hours, minimal caretaking duties

• Low maintenance grounds and gardens

• Adjacent to boat ramp, ideal for keen fisherman or boatie

• Quiet but central northern Gold Coast position

Secure your piece of paradise now

• Would suit a family or a couple

Tony Johnson 0433 335 679

Tony Johnson 0433 335 679

ID8291

$110,000

$700,000

Boutique Permanent

ID7968

$1,525,000

• Well-presented complex on canal front with own boat ramp • All the hard work is done, move in and enjoy the fruits of the current managers labour

• The hard work has been done, very friendly and cooperative committee • Fully renovated 3 bedroom managers residence offering private living

• Stylish & well appointed 3 bedroom managers residence • Pet friendly complex with first class resort style facilities

• Minimal common areas, no office hours

ID8523

$195,000

Up-Market Permanent Complex • Easy to manage and maintain permanent complex, easily run by one person

Ian Forbes 0432 998 625

$1,149,000

• Location and lifestyle rolled into one!

$44,000

$570,000

Ian Forbes 0432 988 625

ID8052

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

$135,000

$1,120,000

Riverside Hotel:

Home away from home shook hands and agreed on the terms of the purchase. We like to call that “a fair dinkum deal!”

By Trish Riley, Editor

The year was 1991. Mikhail Gorbachev resigned as president and the Soviet Union officially ceased to exist, apartheid was being dismantled in South Africa and the internet was made available to unrestricted commercial use.

In that same year, as the UN started a successful campaign known as Desert Storm, Mike and Sue O’Farrell started their journey into management rights.

Both have always been ‘people’s people’, but with Mike working full time and Sue managing the family’s portfolio, they decided it was time for a change and when the opportunity of purchasing the management rights for the luxury Gold Coast-based Biarritz presented itself, they jumped on it and have never looked back.

The rest, as they say, is history.

That was the first of many successful ventures.

Mike and Sue have owned and managed over 12 properties, always delivering them in much better shape than when they acquired them, but when they realised that the market was slowing down on the Gold Coast they decided it was time

to move to Brisbane. They had always wanted to focus on a corporate style building, a hotel to cater to needs of business people along with tourists in need of true ‘Aussie’ hospitality.

Two years went by and they heard of Riverside Hotel in 2005.

Literally twenty minutes into the conversation, they simply

In the words of many of their guests, the Riverside Hotel is a hidden gem. Tucked just a short walk from the meandering Brisbane River and the heart of Southbank with its abundance of theatres, museums, the Brisbane conference centre, Suncorp Stadium and other ‘must-visit’ destinations, Riverside Hotel continues to offer guests a ‘home-away-fromhome’ experience that keeps them coming back for more.

Mike and Sue converted the ‘motel-like’ premises to a boutique hotel under the management of best friend and business partner, Liz Magill, who ran the property smoothly for four years, and the business and property went from strength to strength…

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46

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Call us on 07 5574 4990 www.hirum.com.au ResortNews | March, 2019

Devastatingly however, muchloved Liz passed away suddenly in 2009 - impacting heavily on staff, suppliers and guests, and just as they were recovering from that and the slow-down caused by the GFC, the property was inundated during the 2011 Brisbane floods resulting in a significant loss to plant and equipment, and ultimately hundreds of thousands of dollars in lost bookings.

While overwhelming at the time, Mike and his team recall the deep-seated sense of camaraderie between the staff and suppliers as they cleaned up the aftermath, side-by-side.

Of particular note were John Christopher of Kone, the first supplier on site and the one who worked tirelessly to repair the electrical lift ; and Chris Traill of EBM Insurance who guided and advised the management team to ensure the property

would be adequately protected by the right type of policies going forward.

“The personal service provided by our suppliers and owners when we needed it most have resulted in solid working relationships and trusted friendships that continue to this day,” says Mike.

Riverside’s reservations are made directly – almost unheard of for a building comprised of over 100 units.

Unsurprisingly, Rod believes that hospitality runs in his blood.

With a trade chef background that took him overseas and saw him serving for the British royal family, Rod returned to

That same service philosophy is apparent throughout the current operation and general manager Rod Argyle says: “The overriding objective at Riverside is to make our guests feel at home and well taken care of. It’s all about building value for guests: if they have a good experience, they are more likely to make referrals and return themselves."

Australia with his new wife to run his own restaurants before opting to join Riverside to further his understanding of management and operations.

Rod was promoted to general manager in 2014, and together he, the assistant manager Chris Podmore and duty manager Luiz Prebianca run a tight ship.

TheManagement Rights Lawyers

And it appears to be working.

Despite being listed on the first page of all the international OTA’s, over 50 percent of

BUYING/SELLING ASSISTANCE

OFF THE PLAN IMPLEMENTATION

RENEWAL STRATEGY

DISPUTE RESOLUTION

Member

Mahoneys are proud to be associated with and to be long-time legal advisors to Mike & Sue at Riverside Hotel.

For membership enquiries: www.arama.com.au

www.mahoneys.com.au

national@arama.com.au 1300 ARAMA Q March, 2019 | ResortNews

PROFILES

47

Indeed, ROI on units at Riverside Hotel are reportedly much higher than the average in Brisbane, with owners seeing between four and seven percent nett return.

This shows that, not only is this hotel cost effective for guests, it is also a great investment opportunity for those looking for a solid real estate opportunity.

“Riverside’s location is both a blessing and a challenge,” says Rod. “Over the past few years the inventory in the immediate vicinity has increased by 3000 rooms, so rates can be volatile.

"Other hotels are trying to capture our market, and while we’re not prepared to devalue the hotel by engaging in price wars, it keeps us on our toes. Now, more than ever, we rely heavily on our customer focus and first-class service.”

On top of that, Rod believes that it is important that the team works together. “All of the key staff are our own, we don’t outsource and that makes it easier to ensure we all have the same mind-set,” adds Rod. Riverside is a unique property, in that it operates as a hotel offering short-term stays and 24-hour services, but as each apartment and room is independently owned, the property is run under a management rights model.

“Independent ownership in this model has provided a few challenges in the past,” says Rod, “The units are entirely free-hold, which means that room décor and finishes are subject to an owner’s individual choice, and we have sometimes needed to manage guest expectations.”

48

L-R: Chris Podmore, Mike O’Farrell and Rod Argyle

The hotel is comprised of two buildings housing 162 lots; made up of 92 one-bedroom apartments with kitchenettes and 65 standard hotel rooms. It also has a penthouse, a director’s suite and a manager’s unit.

wifi and secure parking. On the software front, Gold Coast-based HiRum has been a partner from the very beginning, and as the leading PMS catering to strata properties, they work closely with the team to provide hassle-free IT solutions.

Unlike most serviced apartments and strata buildings, Riverside also prides itself on its signature restaurant, Montague’s. Breakfast is served daily with lunch and dinner being served Monday to Saturday. Other facilities include a large conference centre and meeting room that is used extensively by businesses for seminars, group meetings, events and training; a large private pool, a rustic décor biergarten, high-speed

“We have a sound and very supportive relationship with the body corporate and committee,” adds Rod, “and I am confident that the scheduled building repaints, soft renovation of the common areas and ongoing program of room refurbishment to achieve a standardised presentation will reinforce our 4-star rating and Trip Advisor ranking of 8.5 and ‘overall consistently good.’”

PROFILES

When asked if he had any advice for managers considering a corporate property, Rod responds quickly: “I love the management rights model; it provides the perfect platform for consistent and long-term business growth – both for the manager and the unit owners.

“One needs to remember the reason you got into the service business. As a general manager, it’s easy to get caught up in the mandatory cycle of reporting, desk work and day-to-day details of running a facility, so I always plan ‘people time’ and ‘team responsibility’ into my day. It’s refreshing, and reminds me why I got into the business in the beginning.

“Motivation and communication (across the board) plays a big role in achievement and success; if you’re driven and willing to put yourself out there, the rest will follow.”

ResortNews | March, 2019

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They have our utmost respect & partnership for their professionalism, service & quality” Rod Argyle & Chris Podmore Managers at Riverside Hotel

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Chris Podmore: Just a little bit psychic It’s not often that I feel compelled to write about someone I hardly know, but having experienced Riverside’s assistant manager, Chris Podmore’s uncanny ability to preempt my questions and needs as a visitor, almost before they formulated in my head, I thought it worthy of recognition… so I asked some questions.

Like Rod, Chris says he has always known he wanted to be in hospitality. He began vocational training during his senior years in high school where he gained valuable practical experience at West End Central Apartments, The Albert Park Hotel and the Diana Plaza Hotel, where he later gained employment during his final year.

In 2009, Chris gained employment as the restaurant supervisor at Riverside Hotel where he worked alongside Rod Argyle who was food and beverage manager. In mid2010, Chris was promoted to restaurant manager. He’s even done some time as functions and groups coordinator and then housekeeping where he learnt accounting and staff management – and he’s not shy in telling me that he met his wife when she came for an interview and he didn’t want to employ her because he wanted to date her! Fate intervened however, his decision was overridden and she became Mrs Podmore anyway.

Chris remembers the 2011 floods like yesterday, and it has gone on to shape his life outside of

Chris Podmore

"It’s been a roller-coaster, but a thoroughly fulfilling experience as well. I am passionate about creating a memorable experience for our guests, and grateful to be working with the people I am. his hospitality career. Having stayed to ensure that all guests were evacuated that day, he waited on the edge of the no-go zone until the waters started receding and he could find a way back to the hotel. Together with friends and family, and then an army of volunteers they had the property ‘generally’ restored to such an extent that the next guests thought they had been spared completely.

The experience however, ignited

another flame in Chris and in addition to his work at the hotel, he threw himself into the world of volunteering, and joined the Queensland State Emergency Service. Throughout his years serving the community, Chris has been involved in missing person searches, responding to storm damage callouts and assisting at community events.

Chris believes that the vital skills of team work, leadership and anticipating situations stems

from his work with the SES and at Riverside Hotel and that they and mutually beneficial, and of value in both environments.

“It’s been a roller-coaster,” says Chris, “but a thoroughly fulfilling experience as well. I am passionate about creating a memorable experience for our guests, and grateful to be working with the people I am.”

Chris and his wife live with two rescued mini fox terriers.

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PROFILES

T: 07 37373102 W: www.parkavenuestrata.com.au Level 15, One One One Eagle Street, Brisbane QLD

ResortNews | March, 2019

Transformation is the name of the game As the saying goes ‘slow and steady wins the race’, and it has been just this type of approach that has seen the measured transformation of Riverside Hotel from ‘motel’ to ‘preferred hotel’ with a high value ranking.

Working to achieve the most impact for the least investment, Home & Apartment Solutions have now been involved in the refurbishment of bathrooms, kitchenettes and furnishings throughout the property and each was handled in conjunction with the owners but with a view of standardising the look and feel to ensure they tie in with the balance of the property.

Lisa Beisel, CEO of Home & Apartment Solutions recalls meeting Mike O’Farrell in 2012 as he had concerns regarding returns on some of the properties, and was looking to improve the standard of rooms in order to build occupancy and attract a better calibre of guest.

“We project managed the whole assignment,” says Lisa, “effectively taking the onus off absentee owners and the risk off hotel management.

We were also able to work within body corporate rulings and time frames, ensuring minimum disruption to guests.

Speaking of the project, Lisa says: “We started initially with six bathrooms, but always had the bigger picture in mind. We provided strategies and colour options that would be suitable for the immediate project but also for the modernisation of the entire facility over time.

“Some owners did a full upgrade and others just did the essentials, but without exception they have all seen the advantage of the improvements.

Together, we have improved occupancy and their return within 12 months, and it was all done stress free.”

Home and Apartment Solutions are passionate about strengthening assets and businesss values.

We are a consulting company who work specifically with property managers to reduce the risk of losing asset value in their letting pool.

We do this by providing a strategy and guidance for their lot owners to improve their property and maximise the value and returns on their investment without over-capitalising.

BEFORE

PROPERTY OWNERS HAVE: • Increased property equity • Increased rental yield (income) • Additional tax advantages and deprecation All with NO Cost MANAGERS & BUSINESS OWNERS HAVE: • Increased value of letting pool • Increased occupancy and return guests • Organically increased Business value • Reduced risk of losing lots from letting pool

AFTER

FREE Function Room, AV Equipment and Parking*

Clients love that they have complete control, but we do everything for them.

for Resort News readers when booked direct*

For more information contact Lisa Beisel

0412 666 093

p: 07 3846 0577 e: functions@riversidehotel.com.au 20 Montague Road, South Brisbane Qld 4101 www.riversidehotel.com.au

lisa@renovation-advisors.com

www. renovation-advisors.com March, 2019 | ResortNews

*T’s & C’s apply

PROFILES

51

Property services:

The benefits of a Programmed approach

By Trish Riley, Editor

The appearance and maintenance of property assets is a major concern for most organisations, and when aesthetics have a direct impact on the day-to-day success and longevity of a business, as with the accommodation sector, it becomes of paramount importance.

And not only does a wellpresented and maintained property look good, but its lifespan is also prolonged by reducing the need for expensive repair and replacement.

Helping customers do this since 1951, is Programmed Property Services (Programmed).

With expertise in painting, landscaping, grounds maintenance, interior fit-out, signage and corporate imaging, audio visual, and electrical, Programmed has helped businesses and organisations meet their every property maintenance requirement,

irrespective of industry sector.

Programmed has more than 60 years’ experience in providing complete maintenance solutions to Australian and New Zealand customers. The key to their ability to take care of a property lies in their diverse range of services and unique approach to end-to-end project delivery.

Best known for their broad range of commercial painting services, Programmed has painting teams capable of completing jobs of any size and at times convenient to their customers, irrespective of whether it’s a national scale

project involving multiple sites or once-off repaints.

their sites, buildings and grounds will keep on looking good.

They also offer long-term maintenance programmes that can be tailored to meet the needs of individual businesses or organisations. These are extremely useful for alleviating budgetary woes, as most if not all the works can be completed upfront without having to incur the full costs immediately.

Rather, flexible options for predetermined payments over a set period of time, in conjunction with a maintenance agreement, help to amortise costs.

Meanwhile, sites continue to look ‘as new’ throughout this time.

And due to the company’s extensive branch network and directly employed workforce, there is never a site which is too far for Programmed. Even when faced with tight deadlines, their ability to mobilise large crews quickly means they can complete projects within short time frames. Across this web of offices, the same standards to service and safety are practiced, assuring clients of consistency in quality.

These long-term maintenance programmes are the cornerstone of Programmeds business.

Many a customer has leveraged the benefits of these programmes to make achieving and maintaining a high level of impressive presentation affordable and sustainable over an extended period of time.

Because all costs are made known prior and a clear schedule of work outlined from the outset, customers can budget with confidence while being sure that

52

PREFERRED SUPPLIER PROFILE

Specialist painting expertise include teams experienced in working at heights, the use of elevated work platforms and trained abseil painters able to tackle difficult-to-access projects. They undertake unique jobs requiring skills in heritage work and specialised finishes – including gold leafing and wall papering; as well as graffiti removal and anti-graffiti coatings application. To ensure durable outcomes, they combine key preparatory work such as lead paint containment, spalling concrete and render repairs as part of their service suite.

ResortNews | March, 2019

“We are well placed to deliver projects to sectors such as retirement living, aged care, education, state government agencies and local councils,” says Shane, explaining that Programmed are able to manage all aspects of the design and construction process customers in these industries typically need. This includes initial concept design through to construction and defects liability.

So whether it’s a refurbishment, a fit-out, a make-good, an extension or demolition project, Programmed is a one-stopshop service provider.

They recognise clients need to maintain operations and trade, so accommodate this if required, by carrying out work during public holidays, shut down periods and non-business hours.

When asked what makes them the leading property services maintenance provider in Queensland, Shane Brotherton, State Sales Manager Queensland says: “It’s our partnership approach, where we work with customers to tailor a solution that is right fit for their needs.

Customers can engage us for a single service or have the flexibility to include multiple maintenance requirements within just the one project or contract. We assign just one point of contact for personalised service and look to partner clients for the long term.”

For instance, to complement a repaint, customers could include building and minor civil works type projects as part of their upgrade. This helps to reduce operational and administration time as any refurbishments, reinstatements as well as landscaping involved in creating a newly presented space can be incorporated as just one project.

Programmed will oversee all aspects of implementation as part of their end-to-end service.

Their strong buying power and supplier arrangements for materials such as paint, building and garden supplies could pass

ResortNews | March, 2019

“Our proven track record makes us a partner of choice,” adds Shane. “And our services extend to open spaces as well.

on some savings to customers for a more cost-efficient result.

“The importance of our local knowledge also cannot be overstated. We have an extensive footprint and expertise throughout Australia and New Zealand. And with offices

across each state we have a very strong understanding of local needs and considerable experience across a wide range of industry sectors. This helps us customise on-target solutions able to meet individual customer and project requirements.”

PREFERRED SUPPLIER PROFILE

“Grounds and gardens come in all different shapes and sizes, so our grounds services are scaled to match. Our teams are extremely passionate and knowledgeable. From simple mowing and garden maintenance to large scale grounds management spanning multiple sites, we will ensure your grounds look great, no matter what time of year it is.

They also provide landscape master planning, design, construction and project management, often being able to build into these water conservation and management strategies, as well as weed and pest control.

53

If this comprehensive Programmed approach isn’t remarkable enough on its own, the company further underpins service with a strong safety track record.

Shane says safety is in their DNA. “Safety starts even before we begin work at the site.

We conduct tailored site risk assessments and implement robust daily risk and hazard management to mitigate identified problems. We keep clients informed and updated constantly.

“Safety is at the forefront of our business operations and we take the right steps each day to ensure our employees return home from work in the same state they arrived – injury free. For the last four years, our lost time injury frequency rate has remained under 2; this with over 20,000 staff working across more than 10,000 customer sites across the wider Programmed Group.

“Our people are encouraged to take part in delivering safety leadership. That means regardless of where our employees are working,

Specialist painting expertise include teams experienced in working at heights, the use of elevated work platforms and trained abseil painters able to tackle difficult-to-access projects. they’re actively contributing to delivering our services in a safe manner, keeping an eye out for potential hazards and conducting safety conversations amongst one another and with our customers.

“You will always know when Programmed are on site,” adds Shane. “Our staff are neatly dressed in clearly identifiable uniforms and equipped with the correct personal protective equipment. We make it a point to safely cordon off work areas, especially where high-risk activity around height access and elevated work platforms are involved.”

Diversity is also central to Programmed. Their commitment to diversity currently focuses on generational and cultural diversity, increasing

54

PREFERRED SUPPLIER PROFILE

Aboriginal and Torres Strait Islanders' employment, providing opportunities to people with disabilities, and improving gender balance.

“The business has been built around the provision of people, and it’s our people who continue to deliver the ‘Programmed Difference’, says Shane. “We’re committed to ensuring our workforce reflects the diversity of our community.

“We also have many women in our trades teams and are continuing to actively build on this. A diverse workforce helps us meet the needs of our customers, builds stronger relationships across the communities we serve, and engages the many talents of our team.”

ResortNews | March, 2019

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ACCOUNTANTS & AUDITORS

The Preferred Supplier Programme assisting the industry

It allows managers to access industry specialists who are committed to the highest levels of service and dedicated to the accommodation and hospitality industries.

Brisbane: 07 3421 3421 shodgetts@mcadamsiemon.com.au

Listed below are the stages of the process that ensure only the best industry suppliers can participate in the Preferred Supplier Programme:

Noosa Heads: 07 5474 8955 Buderim: 07 5408 4622 porielley@mcadamsiemon.com.au

4.

Subject to the satisfaction of these processes and commitments suppliers then go on to the Preferred Supplier Database. Only Preferred Suppliers in this database have the opportunity to utilise the Preferred Supplier logo and make their contact details available to managers via the Preferred Supplier Directory, located in every issue of Resort News (and online at accomnews. com.au/business-directory).

For your own peace of mind when dealing with any supplier ask if they are a Preferred Supplier. This can be verified by viewing a Preferred Supplier logo – made available for use in any of their stationery or marketing material or more simply by locating them in the Preferred Supplier Directory.

So when looking for products or services give yourself the peace of mind that you are dealing with a recognised industry specialist and support these suppliers who are committed to servicing your needs. ■

• Due Diligence Reports • Trust Account Audits • Structure Advice & Tax Compliance Brisbane Level 4, 97 Creek St, Brisbane Gold Coast Level 3, Southport Central 3, 9 Lawson St, Southport

 Due diligence reports  Structure and taxation advice  Trust account auditing  Risk and superannuation Telephone 07 55202144 Paul Shannon paul@brownandbenson.com.au www.brownandbenson.com.au

Specialist Management Rights Accountants

Contact : PETER MEYERS 155 Varsity Pde, Varsity Lakes, Qld 4227 t : (07) 5630 6559 m : 0402 943 549 e : peter@pmag.com.au

accountants

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

Fixed Price Available

(07) 5343 1000

Ask for David at the Mooloolaba Office or Ask for Angela at the Noosa Office

managementrights@ascendia.com.au

www.ascendia.com.au

March, 2019 | ResortNews

Specialist Business Advisors to the Management and Letting Industry

www.mcadamsiemon.com.au

Preferred suppliers have their status reviewed every 12 months to ensure they still qualify and that their commitment to the industry is being met.

With these criteria in place it means that you as a manager have access to a complete range of specialist suppliers who are actively seeking to improve their services to the accommodation industry.

info@hostrata.com.au www.hostrata.com.au

www.archergowland.com.au

All nominations received are then qualified through a secondary questionnaire process to ensure nominated suppliers are able to provide the highest levels of service required and expected by managers.

Suppliers that still qualify are then asked to commit to the required levels of service for the next 12 months guaranteeing their commitment to the industry.

07 5631 6900

Smiljan Jankovic 0423 595 910 SmiljanJ@archergowland.com.au

All suppliers must receive a nomination from a property currently using their services that is completely satisfied with their levels of service and are prepared to recommend them to another complex in the industry (ie. if asked by another manager they could comfortably recommend the required supplier).

3.

5.

McAdam Siemon Pty Ltd Specialist Accountants & Business Advisors to the Accommodation Industry

All Engagements Are Fixed Price.

This is extremely helpful for all accommodation providers but especially new managers as it allows them to benefit from the positive experiences other managers have had with their suppliers.

2.

Audits ~ Taxation Feasibilities ~ Due Diligence Reports

• Verification reports • P&L for Sale • Motel Due Diligence • Motel Business Plans • Trust Account Audits • Training & Setup on Cloud Accounting Software for MR and Motels

For over 21 years in Australia the Preferred Supplier Programme and directory has been an extremely valuable and effective tool for accommodation managers.

1.

Specialist Advisers to the Accommodation & Hospitality Industry

PREFERRED SUPPLIER DIRECTORY

www.pmag.com.au

Due Diligence Auditing Taxation Business Advice 07 5557 8700 Paul Gaffney

mail@mbapartnership.com.au mail@mbapartn

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

57

AIR CONDITIONING

BEDS & BEDDING

BODY CORPORATE MANAGERS

Online Wherever, Whenever! www.accomnews.com.au/business-directory

Structuring  Income Verification  Audit Accounting/Taxation  SMSF  Estate Planning

A H A P PY GUEST

Email: jhanaghan@jonathangrant.com.au

Phone 07 5534 4333

07 3220 9400 abcm.com.au

Industry leaders with an active approach to body corporate management

STARTS WITH When your Business Needs a Tune or a Service

A GOOD N I G H T 'S R E S T

• Bookkeeping • Marketing • Business Management • Human Resources

Where Value & Service are No.1!

www.businessmechanic.com.au (02) 6583 8386

1300 654 000 ahbeardcommercial.com

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

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

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

Hi-Rise Air Conditioning New name...

Bigger range...

manufacturers of quality bedding QUALITY WITHOUT COMPROMISE

with the same great

service

- SUNSHINE COAST “YOUR GUIDING LIGHT ON MANAGEMENT RIGHTS”

Personal Service. Trusted Advice.

Gold Coast: (07) 5592 0266 w w w. L M g o l d s t a r. c o m . a u

FACTORY PRICES DIRECT

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

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

Your Sunshine Coast

Management Rights Specialists FOR OVER 20 YEARS

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

07 5443 7789

Supplying the Gold Coast, Southern Brisbane and Northern New South Wales regions with quality air conditioning services since 1977.

Call 07 5522 1044

enquiries@climatecontrol.net.au

www.climatecontrol.net.au

1800 425 903

www.sleepmaker.com.au

BEDSPREADS & BEDCOVERING PRODUCTS

www.kampba.com.au

07 5341 6500 bcs_sunshinecoast@bcssm.com.au

ASBESTOS REMOVAL BROCHURE DISPLAY

“Holbrook House” 48-50 Sugar Road Maroochydore

info@kampba.com.au

Talk to our body corporate experts.

ALL ASBESTOS REMOVED - QUEENSLAND WIDE

Sunshine Coast Brochure Display The regions’ original and leading brochure service and provider of information displays

Accounting & Taxation Trust Account Audits Tax Planning & Structures

07 5499 6222

P: 5456 4018 Eagle_Dad_Print.pdf 1 31/03/15 10:47 AM E: renee@rcbaccounting.com.au W: rcbaccounting.com.au BATHROOM RENOVATIONS

info@SunshineCoastBrochureDisplay.com.au

- NORTH QUEENSLAND C

M

www.SunshineCoastBrochureDisplay.com.au

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Look for the sign of an Industry Specialist

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www.accomnews.com.au/business-directory

58

PREFERRED SUPPLIER DIRECTORY

ResortNews | March, 2019

BUILDING MAINTENANCE

ELECTRICAL CONTRACTORS

CLEANING CONTRACTORS

SEE THE SPECIALISTS IN L.E.D. REPLACEMENT LIGHTING

Repairs - Maintenance - Installations Testing & Repairs of Emergency Lighting Appliance Repairs

(07) 5591 9191 office@emerlite.com.au www.emerlite.com.au

QLD LIC. 9107 NSW LIC. EC29426

Risk or Repair?

ASSET MAINTENANCE

• CONCRETE FATIGUE & CRACKING? • WATER INGRESS? • POOL JOINTS FAILED; TANKS? • BASEMENT LEAKING; RISING DAMP? • ROOF MEMBRANES FAILED? • CAR PARK JOINTS?

LIFESTYLE

CLEANING

ENERGY MANAGEMENT CONSULTANTS & SERVICES

RESORT & COMMERCIAL CLEANING

S

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U

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SERVICING THE SUNSHINE COAST FOR OVER 15 YEARS

ƯŮȡ˕Ȝȡȫȫƚ˕ȡƚǗǗǗȡȡ ƁǒȀȳƲȍƲƁȕŖǍȱŤȕǷŤǜǍǷÖȳ ˃˃˃ǷǍƁȥƁȍȱŤÖȕƯȕǜǃȳȥƲǜǒȕǷŤǜǍǷÖȳ

Reservations and Trust Accounting



0435 818 380

www.hirisemaintenance.com hirisemaintenance@gmail.com

CARPET & CARPET TILES

Serving the Gold Coast

Management Rights Specialists

Daily Reconciliation – Systematic Distribution

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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FROM NOOSA TO KAWANA

HIRISE

FINANCE

FR

jporter01@bigpond.com

d an d o io ad m er lo de ial p wn tr do a vi

CIWREMEDIAL.COM.AU

Meter Provider Bulk Conversion Asset Management

Energy Tendering Tariff Review Meter Reading

Bill Presentment Payments & Receipting Debt Collection

David: 0421 618 566 1300 88 53 70 service@ciwremedial.com.au

QUALITY, COST EFFECTIVE UTILITY INFRASTRUCTURE & BILLING ADMINISTRATION

S

A professional service for resort cleaning

✆5474 3299 FAX 6474 3099

Year 1 $1,100 Year 1 $990

Holiday Resident

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

Puma Light

CLEANING CONTRACTORS - REFUSE CHUTES

Year 2+ $599 Year 2+ $440

No trust accounting

Phone (07) 5446 2135

www.pumasoftware.com.au

Shute Cleaning Services Pty Ltd

Chute Cleaning / Upgrading - All Repairs - Associated Work TWEED HEADS / GOLD COAST TO SUNSHINE COAST / NOOSA Mb:0437 542 968 E: shuteman@ymail.com

CURTAINS & CURTAIN FABRIC

Gold Coast Paul Geary

0401 992 632

Brisbane Lina Jin Blake McLucas

0422 646 388 0434 367 812

Sunshine Coast / Noosa Mark Hancock

0411 023 531

Sunshine Coast / Lake Kawana Bruce Baird 0411 772 182 Suzanne Copelin 0428 385 923 Townsville Brett Sievers

COMPUTER SOFTWARE

0422 009 731

Cairns / Northern Beaches Patrick Brown 0401 141 276 Port Douglas Patrick Brown

0401 141 276

Expert Advice • Great Range Friendly Service • Quick Turn Around

M 0476 327 736 darrensbsc@bigpond.com

www.wizardcarpets.com

CARPET & FURNITURE CLEANING/PROTECTION

• We clean carpets, tiles, mattresses and upholstery • Professional maintenance and emergency cleans • Water extraction and flood restoration

Across the Sunshine Coast Call 0438 302 591 www.firstresort.com.au March, 2019 | ResortNews

 Trust Accounting Module  Built-in CRM  Channel Manager  Automatic Communications  Cloud & Desktop Solutions  99% of our support requests

darrensblindsshutterscurtains.com

ELECTRICAL APPLIANCES

Quality Electrical Appliances

are attended to within 20 mins

New name...

Bigger range...

Mention this ad to receive 3 months FREE subscription

with the same great

1800 671 179

www.reimaster.com.au * Contact us for the T&C’s

Australia and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522. Australian Credit Licence Number 234527. ANZ’s colour blue is a trade mark of ANZ. Item No. 75143 06.2013 W349544

Whatever, Wherever, Whenever! service

Personal Service. Trusted Advice.

Gold Coast: (07) 5592 0266 w w w. L M g o l d s t a r. c o m . a u

PREFERRED SUPPLIER DIRECTORY

www.accomnews.com.au/ business-directory

Look for the sign of an Industry Specialist

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The sign of an Industry Specialist.

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Management Rights Finance Specialists

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Brisbane: 07 3252 2219 • Gold Coast: 07 5576 7059 enquiries@pcsfinance.com.au

Whatever, Wherever, Whenever! www.accomnews.com.au/business-directory

FURNITURE - OUTDOOR

Suppliers of Quality Commercial Outdoor Furniture & Accessories • New Chairs • Tables • Sun Lounges • Umbrellas • Cushions & Accessories • Prompt Service Guaranteed REPAIRS - RESLINGS AND SUPPLY OF REPLACEMENT SLINGS TO P.V.C AND ALUMINIUM OUTDOOR FURNITURE

www.pcsfinance.com.au

- NORTH QUEENSLAND -

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0418 765 257

www.casualfurniture.com.au

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coastalcasualoutdoors@gmail.com

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VISIT OUR SHOWROOM AT: Unit 4, No. 2 Cnr Captain Cook Drive and Kendor St, Arundel, QLD

FLOOR COVERINGS

Buy direct from our friendly family business and save...

ACL (364 314)

W I D E

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GYMNASIUM EQUIPMENT

* Carpets, Carpet Tiles and Vinyl ecialists * In stock lines, short ends, room sizes Sp since 1987 * Rental Properties (Budget Lines) * Engineered Timber, Bamboo and Laminate

Unit 1/41 Olympic Circuit, Southport, QLD, 4215 P: 07 5571 1177 F: 07 5503 0057 Leon Bell: 0466 912 786

www.southportcarpetsqld.com

FURNITURE

A U S T R A L I A

Est. 1987

Residential & Commercial Floor Coverings

INSURANCE

Commercial Specialist Direct Importers Sales, Service & Repairs ¾LARGEST RANGE¾FURNITURE ¾UMBRELLAS¾SUN LOUNGES Cnr Main Drive & Nicklin Way, Warana, Qld 4575 | Ph 07 5493 4277 Acres Centre, 1/37 Gibson Rd Noosaville 4566 | Ph 07 5449 9336

www.daydreamleisure.com.au sales@daydreamleisure.com.au

GLASS INSTALLATION/REPAIRS

fresh finance...

Mike Phipps

0448 813 090

mike@mikephippsfinance.com.au

Paul Grant 0448 417 754 paul@mikephippsfinance.com.au Cameron Wicking

0477 776 859

cameron@mikephippsfinance.com.au

Specialising in furniture for hotels, motels, serviced apartments, resorts and refurbishments

4/31 Mary Street, Noosaville, Qld - 07 5470 2194

1300 876 055

www.mikephippsfinance.com.au

dennis@hotelinteriors.com.au www.hotelinteriors.com.au

TAILORED FURNITURE SOLUTIONS

Red

F I N A N C E

Professional & friendly service Over 30 years finance experience Accommodation funding specialists

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

Nick Smith - 0450 179 677 www.redtenfinance.com.au nick@redtenfinance.com.au PPS3955_A

60

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

info@perps.com.au 1300 884 914 www.perps.com.au

They’ll thank you for it!

PREFERRED SUPPLIER DIRECTORY

ResortNews | March, 2019

Whatever, Wherever, Whenever!

The sign of an Industry Specialist.

AUSTRALIA’S LEADING MANAGEMENT RIGHTS BROKER

www.accomnews.com.au/business-directory

Specialising in management rights sales Australia wide

LINEN &/OR LINEN GOODS

Thinking of Buying or Selling?

For the right advice contact the experienced management rights brokers today

Looking for cover?

Phone: 1300 928 556 Email: sales@mrsales.com.au

• Residential & Commerical Strata • Resort and Accommodation • Professional Indemnity • Resident Unit Managers • Property Insurance

Head Office: Suite 1 Ground Floor Equinox Sun Resort, 3458 Main Beach Parade, Surfers Paradise Qld 4217

Australia’s Leading Hotel Bedding Suppliers

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

www.mrsales.com.au

www.accomnews.com.au/ business-directory

07 5437 8544

ref2076-0518-1.1

AUSTRALIA’S LEADER IN MANAGEMENT RIGHTS, MOTEL, HOTEL & CARAVAN PARK SALES

info@mainlinen.com MAIL BOXES

Nationwide

1300 665 966

…When you need us most!

 Business  Strata  Landlord Protection

Quality Aust Products to meet All Building & Government Standards

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

Call us today on (07) 3720 6000 or email: quotes.brisbane@mga.com

YOUR PARTNERS IN SUCCESS

MANAGEMENT RIGHTS AGENTS

Management Rights Insurance Specialists stry e indu Leading insurance broker to th

Narelle Filmer 0459 229 744

Wayne & Linda Stoll 0452 181 505

www.thinkmanagementrights.com.au

Property Bridge ▪ MANAGEMENT RIGHTS ▪ RESORTS

Calvin Bailey LREA

 Discreet Silent Listings  Free Market Appraisals

0414 889 593 calvin@cbmr.com.au

Alex Barker-Re LREA 0414 835 128 alex@cbmr.com.au

Supporting and servicing the needs of both buyers and sellers of management rights throughout Tropical North Queensland PO Box 1037 Gordonvale 4865 • P 07 4056 6366

info@resortsales.com • www.resortsales.com

CALVINBAILEYMANAGEMENTRIGHTS.COM.AU

Professional Indemnity Public Liability Loss of fee income Home & Office contents Landlords ...and more

Bobo Qi 0438 027 771

SPECIALIST AGENTS COMMITTED TO MAKING EVERY DEAL A SUCCESS

1800 111 622

www.managementrightscover.com.au

LIFTS - MAINTENANCE & REPAIRS

2017 Winner of the Gold Coast’s Best Emerging Business

Servicing: Australia Wide & Offshore

1300 851 554 info@orbitzelevators.com.au www.orbitzelevators.com.au

The sign of an Industry Specialist. www.accomnews.com.au/ business-directory

WWW.STRATACORP.COM

Specialists in management rights Off the plan sales qld & victoria Buying or selling best advice Rod Askew 0411 758 236 (QLD & VIC) Eric Brizuela 0413 060 683 (QLD) Philip Robison 0410 663 111 (VIC) Nationwide: 07 3554 0040 Email: sales@rcabb.com.au

Rhonda Perkins 0418 767 115

info@propertybridge.com.au www.propertybridge.com.au

PAINTERS & DECORATORS

www.rcabusinessbrokers.com.au

In All Areas . . .

Whether buying or selling we have you covered U Gold Coast U Brisbane U Sunshine Coast U Townsville U Cairns . . . & Beyond

MOTELS, CARAVAN PARKS, HOTELS & MHE’S NATIONAL COVERAGE sales@tourismbrokers.com.au 1300 512 566 www.tourismbrokers.com.au The M anagem ent Right s S pecialist s SUNSHINE COAST Matt Campbell 0410 343 219 Barry Davies 0438 554 995

MANAGEMENT RIGHTS RN006

RUGECU009-170704

Discount for ARAMA members

March, 2019 | ResortNews

Andrew Morgan m 0417 608 041 p 07 4953 1611 | w qthb.com.au

Think – Buying or Selling Management Rights

DELIVERIES QLD WIDE – INSTALLATION & SERVICE IN SE QLD

With quick quote turnaround and hassle-free claims service

AFSLN 246986 ABN 31 009 179 640

Specialising in Motel & Resort Sales Qld wide

resortbrokers.com.au

MGA was founded in 1975 and has since opened up 38 offices around Australia, offering Insurance products for:

Call 1800 688 820

Whatever, Wherever, Whenever!

Phone 07 55 930 007 www.raas.com.au

contact@managementrights.com

Aust ralian Resort M anagem ent S ales

www.managementrights.com

PREFERRED SUPPLIER DIRECTORY

61

• Painting • Grounds Maintenance

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

& Landscaping • Signage & Branding

SOLICITORS

• Electrical Services • Audio Visual • Data Communications • Sustainability

Call 1800 620 911 or 07 3718 1600

Simply send their details with a short testimonial to: psp@resortpublishing.com.au or call (07) 5440 5322 They’ll thank you for it!

programmed.com.au

MANAGEMENT

RIGHTS AND MOTEL

EXPERTS EXPERIENCE COUNTS We have the largest team of specialists across Queensland and New South Wales, covering management rights and motels businesses.

Find them online Wherever, Whenever! www.accomnews.com.au/business-directory

ASBESTOS REMOVAL QUEENSLAND WIDE

FREE CALL

1800 766 366

FREE QUOTES &ADVICE

GET THE RIGHT ADVICE Don’t put your accommodation industry investment at risk. Our industry knowledge is second to none.

CONTACT US

PEST CONTROL Specialising in:  Hi-Rise Repaints  Large Complexes  Interior and Exterior  Hi-Pressure Cleaning  Concrete Spalling Repair (Concrete Cancer)  Waterproofing & Roof Membranes

Servicing Brisbane & Gold Coast

PEST

PEST-NETT SERVICES

CALL TODAY TO GET YOUR PEST PROBLEMS SOLVED

Residential &Commercial

Call Now 07 3206 6721 www.terminett.com

Receive the best information. Subscribe today to receive continual practical, useful and relevant content.

Visit hyneslegal.com.au/subscribe or call +61 7 3193 0500 info@hyneslegal.com.au www.hyneslegal.com.au

LOCALLY-OWNED FOR OVER 25 YEARS

Ph 5520 1256

www.anppainting.com.au QBCC Lic No 1050861 NSW Lic No 179886C

SHEET METAL

Experienced Management Rights Lawyers • Purchase or Sale

We deliver

strategic solutions in management rights Buying or selling

Fixed Price Available

Stainless Steel Handrails Restaurant Fit-Outs Exhaust Duct Work Ph 07 5593 4183 Fx 07 5593 4194 | M 0413 432 294

(07) 5343 1000

Renewing or reviewing Negotiation and dispute resolution

Michael Kleinschmidt Legal Practitioner Director

Ask for Natalie

www.stratumlegal.com.au

managementrights@ascendia.com.au

PH: 07 5406 1280

www.ascendialawyers.com.au

info@stratumlegal.com.au

Leading Sunshine Coast Law Firm

adrian@sheetmetalimprovements.com.au

COOLANGATTA TO BEENLEIGH

SIGNS

The sign of an Industry Specialist. www.amalgamatedgroup.com.au info@amalgamatedgroup.com.au

62

Whatever, Wherever, Whenever! www.accomnews.com.au/business-directory

PREFERRED SUPPLIER DIRECTORY

Need advice regarding: • Buying / Selling • Legal due diligence reports • Variations including top up of term • Renewals/Extensions • Management & Letting Agreements • Body Corporate Issues • Off Plan Developments Get it right the first time…call

Griffiths Parry Lawyers T: 5390 1400 www.gplaw.com.au

ResortNews | March, 2019

SWIMMING POOL SUPPLIES/REPAIRS

TRAINING & DEVELOPMENT

The sign of an Industry Specialist.

Classes from Coolangatta to Cairns TRAINED BY THE EXPERTS

VALUERS - REAL ESTATE RELAX… AND LET US TAKE CARE OF ALL YOUR POOL NEEDS.

MANAGEMENT RIGHTS VALUATION SPECIALISTS

◆ DEDICATED ACCOUNT MANAGER for Orders, Installs, Service and Sales ◆ COMPLIMENTARY equipment assessment – why not get a 2nd opinion ◆ YOU WON’T BE DISAPPOINTED ◆ PRICE IS IMPORTANT, but so is SERVICE AND SUPPORT 9/99 LOWER WEST BURLEIGH ROAD, BURLEIGH HEADS, QUEENSLAND 4220

PHONE: 07 5535 6161

EMAIL: POOLGEAR@BIGPOND.COM

WWW.POOLGEARAUSTRALIA.COM.AU

1800 080 349 www.propertytraining.edu.au TV & VIDEO HIRE/REPAIRS

Australian Valuers have proven to be the No.1 choice for this highly specialised work. Our valuation team operate on a national level providing advice to the majority of Australia’s Banks

australianvaluers.com.au mlr@australianvaluers.com.au 1800 664 094

Appliance Rentals The Management Rights Lawyers

Heat Pumps

New name...

Bigger range...

Proudly installed and serviced

Servicing Resident Managers throughout Australia

with the same great

BRISBANE: 07 3007 3777 GOLD COAST: 07 5562 2959 info@mahoneys.com.au

service

www.mahoneys.com.au

SPECIALIST EXPERIENCE IN MANAGEMENT RIGHTS Short Punch & Greatorix Cnr Bundall Rd & Crombie Ave Surfers Paradise PO Box 5164, GCMC, Bundall QLD 9726 Fax: 5539 8745 Email: mnp@spglawers.com.au

Call Martin Punch on 5570 9304

CERVETTO COURTICE

Noosa 5449 7855 | Maroochydore 5443 2111 Caloundra 5438 1588 Personal Service. Trusted Advice.

20

Gold Coast: (07) 5592 0266 w w w. L M g o l d s t a r. c o m . a u

• equipment • repairs • regular servicing • maintenance • chemical supplies • swimming aids & toys

153 Cooyar Street, Noosa Junction (07) 5447 3896 shop@noosapoolandspa.com

The sign of Whatever, an Industry Wherever, Specialist. Whenever!

L AW Y E R S

Q U E E N S L A N D

Management Rights Sales & Purchases Phone: (07) 3202 2266 Fax: (07) 3812 1128 Email: cervetto@gil.com.au

Flood Legal offers all the experience & expertise of a big firm while delivering accessible, personal & affordable service that comes with dealing with a small firm

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

Call Sharon Flood, Director - 0459 070 871 or 02 6674 5118 sharon.flood@floodlegal.com.au - www.floodlegal.com.au

The sign of an Industry Specialist.

March, 2019 | ResortNews

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

They’ll thank you for it!

PREFERRED SUPPLIER DIRECTORY

63