Hotel Magazine // August 2015

www.hotelmagazine.co.nz

$

THE BUSINESS OF HOTEL MANAGEMENT

9.95

Aug/Sept 2015 • Vol. 1 No. 2

“While most of the time an OTA helps to increase the revenue, it does not really change the percentage of direct reservations in the overall channel mix.” Roland Leemans, CEO of ReserveGroup Consulting (see page 9)

INDUSTRY ASSOCIATIONS IN PRELIMINARY MERGER TALKS NOVOTEL STAR BEST RECEPTIONIST

RISING hospitality star Victoria Hillman from the Novotel Queenstown Lakeside has been named the 2015 New Zealand Hotel Receptionist of the Year.

The AICR international competition regional final at SkyCity earlier this month has given Victoria the chance to represent New Zealand at the world final in Vienna in January.

The 19-year-old Victoria is studying for a Diploma in Hospitality Management at Queenstown Resort College and is nine months into her role as a guest services agent at the Novotel. l

HOSPITALITY New Zealand and the Motel Association have begun preliminary talks to merge the two organisations to create a new sub brand representing commercial accommodation business across the country. But a word of caution has been issued by the Tourism Industry Association (TIA) who clearly thought MANZ should be merging with it.

“The voice of accommodation in New Zealand has been fractured for many years,” said HNZ president Adam Cunningham. “The need to ensure all accommodation providers are being well represented whether they are hotels, motels serviced apartments or any other accommodation style, is essential in an industry that is the backbone of tourism.”

MANZ president Peter Nash said: ”We have initiated this to help ensure we maximize benefits and advocacy for business owners who need all the help they can get. Gone are the days where our industry could have a myriad of small associations all fundamentally doing the same thing.

We really want to see a united voice and a united industry.”

But TIA believes an open mind

Chris Roberts

Adam Cunningham

should be kept by MANZ as to how their collective interests could be best represented. CEO Chris Roberts has said that TIA was happy to extend its current relationship with MANZ and its relationship with other groups in the industry could be a suitable forward model.

He said HNZ was a fine organisation but it was more focused on hospitality issues whereas motels were first and foremost in the tourism business – and TIA was the voice for the tourism industry including the accommodation sector. HNZ represents around 2500 hospitality businesses of which over 500 are in the accommodation sector while MANZ has over 800 motel members across the country. Both organizations say it is early days and there is much work to do to ensure a positive outcome but already talks have been running for several months and the feedback has been positive. The two agree that they are looking to the future to ensure operators have every opportunity to prosper, and have the government understand industry needs for growth.

Both associations have upcoming annual meetings and an outcome from these current talks is expected to be announced in October. l

WHERE TO WITH THE OTA’s ?

THE rising tension between OTA’s, the megasearch engines and hotel properties is intensifying, not only here but around the globe and the eventual outcome has never been more uncertain. Commission levels are high with OTA’s and their market share is increasing as more venture into what is becoming a lucrative business.

The situation has created a quandary for many owners and operators because OTA’s can become both a friend and a foe.

Often described as the lazy man’s approach to hotel marketing, many hotel operators are now looking at driving guests direct to themselves and in the past month, one local chain has even resorted to television advertising.

It is recognized that there are no silver bullets in the marketing mix that can obviate substantial and growing commissions. Certainly online travel and accommodation bookings are a growing feature of the marketplace but what is a hotelier to do ? The major question of rate parity is certainly a serious issue and it is only a matter of time here, as it is overseas, that it will come under fire. No doubt there are benefits to be had from the relationship but it is a question of balance. And hotels still need to make rapid changes to convince internet users to book on their own website using best rate guarantees, stronger rewards programmes, more effective social media and decent content marketing on their sites.

Clearly the industry cannot allow OTA’s to control supply and this particularly applies to regional hotels and motels that don’t have their own booking engines. Already there is a European and US trend of plus-20% commissions and the signs are ominous here unless a stand is taken. l

CONTENTS 05 The Concierge 10 Sustainable Practices 16 Keeping it “Sacred” 20 Meet the Chef 29 Changes mean flexibility

4

8

18

22 25

industrynews

PUBLISHER’Snote CONCERN OVER INCREASING CRIME AND SECURITY THE hotel industry around the world is expressing increasing concern over crime. The word itself tends to infer violence and of course there is little of that in our industry, particularly in New Zealand. But the commercial aspect of crime is becoming an issue.

Our hotels and motels are prime candidates for bounced payments and theft and the truth is that real identification and addresses are rarely, if ever, checked. The scams continue unabated and several companies have recently reported a reoccurrence of that old chestnut of refunds on cancellation of stolen credit card bookings.

The key of course is simply more vigilance at the front end where in our eagerness to please a guest, bad cards and blatantly false information is sometimes overlooked. The oil channel has been able to catch card and driveoff offenders by well positioned cctv and perhaps it’s not such a silly idea in our industry.

In terms of general security for our staff, guests and premises, we do need to take all aspects of risk very seriously as stories abound world-wide of loss of bookings because of security uncertainty.

While our industry can’t guarantee hotel safety and security, it is a major step forward promoting the fact that properties are fully compliant with all aspects of safety and have confidence that staff are trained to respond.

It is also imperative that staff are reassured that the employer accepts a duty of care and the workplace is secure in that all necessary steps have been taken to protect them, the guests and the assets. There may well be the possibility of developing an industry audit and certification process to add to our appeal.

BUILDING PUBLISHING STEAM

LANGHAM PLEDGES YOUTH AID

WITH this second edition of HOTEL, we are starting to get up a small but growing head of steam.

The enthusiastic backing of the first issue from a wide spread of readers was encouraging – so here we go again with an easy scan of the news and opinions.

Confidence levels are high in the industry and for those who would be interested in featuring their property, their people or their ideas, we are just a phone call away. And of course news, our mainstay, is always welcome.

PETER MITCHELL peter@reviewmags.com

THE Langham Auckland’s managing director Franz Mascarenhas has signed a pledge with Auckland Council to help support more young New Zealanders into employment.

The new partnership will help youth into more F&B and Housekeeping positions at the hotel giving increased work experience, training and internship opportunities.

At present, it is thought that 27% of Auckland’s youth is unemployed and there was clearly room to improve the city’s productivity.

The recruitment philosophy at The Langham is based on finding

the right fit by recruiting young people with the right attitude and competencies to excel. Every new employee undergoes a two-day induction programme and can further develop their skills with optional training programmes including department SOP training through to learning high level management skills.

The Langham has also recently introduced an extended 60-day induction concept called the “Passion” to help employees provide the best possible service to meet the high demands of guests. l

ADINA APARTMENT HOTEL OPENS SOON

NEW NOVOTEL GM 100% OWNED PUBLISHER Peter Mitchell, peter@reviewmags.com EDITORIAL Sarah Mitchell, sarah@reviewmags.com Thomas Fowler, tommie@reviewmags.com MARKETING Tania Walters, tania@reviewmags.com ADVERTISING Robyn Lambert, robyn@reviewmags.com SENIOR DESIGNER Raymund Sarmiento, raymund@reviewmags.com CIRCULATION & DISTRIBUTION Kieran Mitchell, kieran@reviewmags.com www.hotelmagazine.co.nz

ISSN 2423-1193 Suite 9, Level 3, 20 Augustus Tce, Parnell, Auckland.

PO Box 37140, Parnell, Auckland Tel (09) 304 0142 or Fax (09) 377 2794 HOTEL is published monthly under license. Please direct all enquiries and correspondence to HOTEL. The opinions and material published in this edition of HOTEL are not necessarily those of the publishers unless specifically stated.

All material appearing in HOTEL is copyright and may only be reproduced with the consent of the publisher. Copyright 2015.

2

hotelmagazine.co.nz

100% OWNED

Sam Sherer

THE new Novotel New Plymouth currently under construction is expected to be open during November with a new general manager. AccorHotels has appointed Sam Sherer to the role after spending 18 months as executive assistant manager at Novotel Queenstown Lakeside. Sherer has been a passionate hotelier for the past 13 years working for major hotel groups in the UK, Australia and New Zealand, the last 10 years with AccorHotels. l

TFE Hotels newest New Zealand property, the Adina Apartment Hotel, is scheduled to open in Auckland in October.

Overlooking Auckland’s Queen’s Wharf, the property will have 128 stylish apartments and adds to the TFE portfolio of 70 hotels across Australia, New Zealand and Europe.

The company is taking over a major apartment block and the conversion includes two conference rooms, an on-site

gym, undercover parking and contemporary apartment designs.

It will also feature a lobby bar and café.

CEO Rachel Argaman said the thriving Auckland market was a perfect fit for the company’s premium style apartments. She said the company was seeing a rising trend of bookings for apartment-style accommodation that had fuelled forward growth with a further seven hotels to date in the Adina pipeline. l

Extensive range.

Exclusive feel.

industrynews

The Duni range of napkins and tableware – style, quality and convenience direct from Europe.

Our range includes linen-quality napkins, table skirts, banquet reels, slip covers, cutlery pocket napkins, cravattes and more.

es.co.nz w w w.ser viett

Available nationwide from the Southern Hospitality outlets listed below

AUCKLAND: 79 St George’s Bay Rd, Parnell. (09) 300 3044 26G William Pickering Drive, Albany. (09) 4151290 WHANGAREI: 9A Commerce Street. (09) 430 3958 HAMILTON: 47 King Street (07) 849 1383 NEW PLYMOUTH: 90 Gill Street. (06) 758 9888 TAURANGA: 18 Aerodrome Road, Mt Maunganui. (07) 928 4840 NAPIER: 120 Taradale Road. (06) 845 2957 WELLINGTON: 80 Kent Terrace. (04) 385 0378 PETONE: 17 Te Puni Street. (04) 568 2110 NELSON: 12 Paru Paru Road. (03) 546 9703 CHRISTCHURCH: 94 Tuam Street. (03) 377 3835 QUEENSTOWN: 159 Gorge Road. (03) 441 1190 DUNEDIN: 12 Roberts Street. (03) 477 6969 INVERCARGILL: 87 Ettrick Street. (03) 214 6192

•

•

•

•

•

EMAIL: order@southernhospitality.co.nz

• WEBSITE: www.southernhospitality.co.nz • PHONE: 0800 503 335 August/September 2015

3

industrynews

TRAINING IN THE ART OF CUSTOMER CARE New accommodation programme at MIT has students snapped up into hotel work FIRST impressions count. The customer service a guest receives when they first walk into a hotel is often the reason they return to stay again. So finding the right staff, with energy and enthusiasm for the job, is crucial.

With over 17 years’ experience in hotels in the UK and New Zealand, Manukau Institute of Technology (MIT) lecturer Wendy Remmington knows the importance of developing customer service skills in her students.

“We need more people with excellent customer care in the industry,” she says. “Hotels can offer similar services, facilities, location – but it’s the people that make the difference.”

To answer industry demand, she’s developed a specialised accommodation programme at MIT, with industry training and experience for students before they enter their careers. As part of the programme, students complete 150 hours of voluntary work in hotels across Auckland.

This real world experience has led to a nearly 100% employment rate for students – often in the place they’d worked in during their internship. “These internships are a real win for hotels. It’s essentially a 150 hour free trial period for a new

QUALITY SUITES JOINS CHOICE

KAIKOURA’s Quality Suites, a 19 room operation an hour and a half drive south of Blenheim, has joined the Choice Hotels Australasia franchise portfolio. That takes organisation’s New Zealand interests to 35 properties operating under the banners of Econo Lodge, Comfort, Quality and Clarion. The waterfront area is best known for its whale-watching activities. l

MOLLIES GOES ON THE BLOCK

IT may be small in the accommodation sector, but Mollies in Auckland’s Herne Bay is a landmark property that is now up for sale. The hideaway retreat famous for housing international celebrities has only 13 luxury suites along with dining room and restaurant, bars, library, meeting suites and drawing room but has a top of the line reputation. The business itself is not for sale but tenders close in early September for the land and buildings - the home of Auckland’s first mayor

4

hotelmagazine.co.nz

100% OWNED

staff member. We screen, interview and match the best candidate for each position.”

“The students have chosen to study accommodation because they’re passionate about a career in the industry and have committed to learn about it – rather than just taking any job. That’s what sets them apart,” says Wendy.

“They have that experience and drive, coupled with an understanding of how the industry works – meaning they can hit the ground running,” she says.

MIT offers two certificates: the New Zealand Certificates in Accommodation (Level 3) and in Hotel Reception (Level 4). From arrival to departure procedures, front of house customer service, portering and concierge, and hotel reception skills - the programmes develop students’ practical skills and knowledge of the industry.

The students also learn the importance of working as a team, rather than as just a receptionist or a concierge – “my students know that service extends beyond job titles,” says Wendy.

Wendy has developed strong connections with hotels across Auckland – and has placed interns at Novotel Airport and Novotel Ellerslie, the Hilton, Sofitel, Sudima, The Grand and the Grand Chancellor, among others. But she’s always on the hunt for new hotel placements for her students; if you are interested in having an intern, give her a call on 09 968 7832. l and for years was a Little Sisters of the Poor convent although a hotel for the past 10 years. l

NEW AUSSIE CEO FOR HORWATH HTL

AFTER more than 20 years with the company, John Smith has resigned as CEO of Horwath HTL Australia and is replaced by Ron de Wit. Smith is to concentrate on his other commitments to capital advisory and event management. De Wit is a long standing hospitality industry professional with a consulting background of over 30 years. l

MANAWATU SPOT

PALMERSTON North’s Hacienda Motel in Victoria Ave is up for sale.

The 17 apartment operation has recently climbed to No 2 in the Manawatu on Trip Advisor guest reviews and has recently been refurbished by its original owners who regained the business about two and a half years ago. The operation is now 26 years old but has a high level of repeat guests and long term business contracts. l

HOTEL POTENTIAL FOR AUCKLAND CBD

FOUR land parcels in the heart of downtown Auckland have been pinpointed as a potential hotel site and already resource consent has been obtained for a multi-story operation. Planning is currently for a 48-storey possible hotel or apartment building in the Commerce St and Fort Lane block that could hold 222 apartments as well as eight levels of carparking.

Bayleys and CBRE are marketing the site that neighbours the Britomart hospitality precinct and the adjoining five star Sofitel currently under construction. The site is understood to be owned by the Krukziener property group that has developed the plans to demonstrate what can be done with the location. l

WORLD’S TALLEST HOTEL PLANNED CURRENTLY London’s ShangriLa at the Shard is the highest hotel in Western Europe but this will soon be toppled by a new mountain-top project in Switzerland. The spa village of Vals will house 7132 Hotel that will stand at 1250ft with 107 guest rooms and suites. Projected completion is in 2019. l

AGODA CUTS TIES WITH TRIVAGO THE Priceline owned hotel booking site Agoda has severed its ties with Trivago and pulled its entire accommodation inventory from Trivago’s site. Agoda says it intends to invest its advertising spend and resources elsewhere. l

QUEST APARTMENTS OPENED IN TAUPO QUEST serviced apartments has added a new property in Taupo to its New Zealand portfolio taking the group properties here to 36.

The 38 apartment operation has a configuration of studio, one, two and three bedroom units with full facilities including an outdoor heated pool private spa pool. Other amenities include a pantry shopping

service, high speed internet, chargebacks with local restaurants and valet dry cleaning.

Quest Taupo is managed by franchise directors Shanmu Sundram and her sister Hema. It is the second of three new properties opening this year. Quest Nelson opened in June and Quest Whangarei is due to open in September. l

industrynews

THE CONCIERGE – TRADITIONALLY A GUEST’S PILLAR OF KNOWLEDGE TRADITIONALLY the Hotel Concierge was seen as a pillar of knowledge for travelers visiting foreign cities. They were able to answer a plethora of questions and requests without the assistance of online tools.

Their expertise and knowledge of their city has become something of folk law. Their personal connection with the local restaurateurs, shops or transport were invaluable when information was a lot more difficult to access.

In a new era of smart phones and well informed travelers the demands on a Hotel Concierge has been changing and developing.

With many apps and smart phones allowing easy access to a wide range of information our hotel guests arrive with a depth of information they traditionally would not have.

Online review websites and booking tools provide our guests with an opportunity to provide themselves a service without contacting their Hotel Concierge.

Using a smart phone for directions is quick and easy, finding your closest

ATM has never been so simple.

So why use your Hotel Concierge?

Sure there is a lot of information available online, at times too much information. How do you decipher through good and bad reviews for a restaurant? Choosing between multiple tour operators providing what appear to be the same activities? Is the walking route on my phone a safe part of town to walk?

Even though information is readily available, having a knowledgeable professional whose job it is to ensure they are up to date with what is happening in their city is invaluable.

A Hotel Concierge spends years cultivating their knowledge and contacts within the city.

Keeping this information up to date and adjusting to changes in the environment ensures that the Concierge can provide suggestions and inside hints to guests wanting to experience the best a city has to offer.

A Concierge can make dreams come true, finding that special gift for a loved one, ensuring that details of a request is attended to from start to finish. Concierges pride themselves on working miracles and making the impossible possible.

In keeping up with technology we have needed to embrace changes to the way we serve our guests. With this a lot of Concierge now have their own blogs, twitter accounts, facebook pages and actively advertise what is new and happening.

However the tradition of a Concierge remains, personal service and up to date local knowledge, making dreams come true and the impossible possible. l

Nick Steele, Executive Concierge Barclay Suites President Les Clefs d’Or New Zealand www.hotelconciergesocietynz.org

JASONS TRAVEL MEDIA CHANGES TRADE STRATEGY THE long established travel media specialists, Jasons, is changing its operation to focus on its core capability and area of growth – brochure distribution, third party warehousing and digital solutions for the tourism industry.

The respected Auckland-based business is ceasing publishing and a selection of its printed publications are being brought to the market for the last time. These include the 2016 Holiday Parks & Campgrounds Accommodation Guide, the 2016 Jasons’ Route Planner and the current winter edition of Jasons What’s On series.

The company has sold its South Pacific and Australian titles to new publishers and some of the New Zealand titles have also been sold, all with contracting positions back to Jasons on distribution. Titles not sold are being closed.

One print title being retired is the Motels, Hotels & Apartments Directory although the current 2015 edition will continue to be distributed through October or until stock is exhausted and all other titles will continue to be distributed for their entire shelf life.

The company has been

SOUTH PACIFIC TOURISM GROWTH THE South Pacific Tourism Organisation (SPTO) has reported a 7% rise in visitors in the first quarter of this year, predominantly from a major rise in Chinese tourists. Fiji was the most visited (38%) followed by Palau and Papua New Guinea. l

operating for over 46 years and has become synonymous with travel information and has committed to being a continuing key part of the industry said general manager Kelly Harland. It has brochure displays in over 2000 high visitor frequented outlets throughout the country. l

SLEEPING ROUGH

HERITAGE Hotels ceo Graham Yan was one of 150 influential Aucklanders who slept rough on the streets recently to raise awareness of the growing issue of homelessness. He had a no frills night camped out in the AUT quad where his bed was a cardboard mat and a sleeping bag. The fundraising sleep out continues to raise money and is in its sixth year. In central Auckland alone, over 100 people sleep rough each night and thousands more are living in unsafe conditions. l

Do you need to replace your beds?

Happy customers bring in more money!

We manufacture and supply a wide range of beds in standard sizes, suitable for commercial and high end residential use, at very competitive pricing.

Contact us on +64 7 579 5702 or go to www.bedrumours.co.nz August/September 2015

5

industrynews

MOTEL COUPLE JUST LOVE THEIR LIFESTYLE CHOICE IF you want a job done, give it to a busy man. The old saying certainly applies to Pat Taylor who with his wife Bernie, runs the Grange Lodge motel in Auckland’s Manukau.

“In his spare time, he comes to the motel,” says Bernie of her community spirited husband who plays a leading role locally and also in the Motel Association of NZ. Pat is a Justice of the Peace, president of the Auckland Motel Association, on the MANZ national executive, chairman of the local Manukau Beautification Charity Trust and in his spare time plays a part in the local Citizens Advice Bureau every Friday.

The couple have become passionate about the motel business and have owned Grange Lodge for over 20 years – a far cry from both their earlier roles as bankers.

The 30-year-old property is an oasis in the midst of suburban Great South Road and like many of their fellow motel operators, the Taylors as owner occupiers have developed many personalised relationships with their regulars.

“Motels are an under-valued business that can provide a wonderful lifestyle and lifelong friendships. Owners on site can work as hard or as little as they like because hiring other staff is a real choice,” said Pat. “We have been terribly fortunate in finding staff who have become our friends but also who have taken on a sense of ownership and take pride in the property.”

The “girls” on the staff even have their own business cards and have become a tight little team who chat to the visitors offering them directions, shopping advice and help. As Pat and Bernie say, that’s part of the business.

For a 12 unit operation like

Grange Lodge, 60% of the guests are regulars who clearly like what the couple are doing. And the friendships don’t stop at the door – Pat even gave one of his guests away at her wedding. As a suburban property, it does get the ongoing strange requests but they are adamant about the great reputation and offer no day rooms although they say it isn’t a moral choice.

Talking about the motel business generally, Pat says they were naïve and innocent when they first entered the industry.

“We had to reinvent ourselves after the banking industry and become very professional with a fresh approach and even develop marketing plans,” he said.

Over the years Pat and Bernie have given advice to many wouldbe moteliers and the mentoring goes on to provide positive enthusiasm and skills to others in the industry.

Amongst the ideas they pass on is sleeping in empty units as a checkpoint to ensure the right guest experience.

Grange Lodge has its own onsite laundry, free fast feed wifi, offers cooked and continental breakfasts, a selection of heat and eat meals if required and even on arrival each guest gets a couple of Bernie’s home cooked muffins. As they say, “why nickel and dime your customers …”

Marketing of the operation is primarily word of mouth after so many years but Trip Advisor and the AA as the only two OTA’s involved, are the major outside bookers. About 14% of the business comes from those two sources and the rest are direct bookings that are often regulars and corporate.

They say that owning a motel is part of the overseas visitor excitement and a “lovely lifestyle” So much so that the daily diary they keep is eventually going to be turned into a book. l

INDUSTRY OPPOSED TO BORDER CLEARANCE TAX

Bernie and Pat Taylor of the Grange Lodge motel.

6

hotelmagazine.co.nz

100% OWNED

THE Government’s budget decision to impose a Border Clearance Levy could become a handbrake on the growing visitor economy according to many in the industry. So much so that the TIA and CATT (the Coalition Against Travel Tax) have appealed to the Government for a rethink over what is believed to be a bad policy.

“The tax was put together in haste immediately before the May Budget with very limited analysis and no industry consultation,” said TIA ceo Chris Roberts. “The introduction shows a focus on balancing the

Crown books rather than supporting one of the country’s biggest export earners to grow further.”

He said it ignored a long standing concept that border services were a public good and should be funded from general taxation and the Government had downplayed the potential negative impact of the tax. An independent analysis has estimated the proposed tax would reduce visitor numbers by around 44,000 a year and cut spending by around $104 million – and this is thought to be under-estimated. l

management

CONFERENCE TIME FOR THE MOTEL INDUSTRY WE are heading into our annual conference in Dunedin. The local members are working very hard to put together all the Dunedincentric parts of the programme while the office here is putting together the conference programme and trade show.

Every year it is a fantastic event and this year we are focusing on technology!

We live in a changing world; the technology changes alone are mind boggling. How do small and medium businesses keep up with it all? This year the conference will be looking at the Online Travel Agent explosion and what it means. We need to learn how to work with it not against it because the customers have already chosen their favoured distribution channel.

We need to understand how OTAs impact on our bottom line and what can be done and should be done to work their power to the advantage of the property. OTAs need to understand that they derive their product from the commercial accommodation sector and consequently they need to learn how to make it easier for properties to work with them.

They also need to understand that a profitable accommodation sector makes the OTAs life easier, consistent product that adds to the value of the customer rather than properties struggling financially because of the cost burdens they bear!

How do small and medium businesses keep ahead of the game? They need to be affiliated to someone who does that work for them. A group like a trade association that provides tailor made information and advice and facilitates education and harnesses the combined power of the businesses. Conferences provide not only useful information and education they also provide inspiration and companionship from

like-minded people who understand each other’s situation. Conferences also provide a central point where suppliers of product and services can both provide opportunities for attendees and also keep delegates abreast of what is happening in the industry.

The pace of change and the opportunities will only increase. The ability of businesses to keep up and take advantage of the situation will depend on access to reliable information and support. Trade associations including the Motel Association provide that channel for support.

Association conferences are an investment in the future of the business.

We are looking forward to our conference in Dunedin and we are looking forward to catching up with all those members that will be there. l

No one likes to be left hanging...

Michael Baines, Chief Executive Motel Association of New Zealand

ONLINE TRAVEL AGENTS – Love them or hate them LOVE them or hate them, online travel agents (OTAs) are not going away and will continue to be a significant source for hotel bookings going in to the future. However, it is critical in terms of yield that hotels endeavour to optimise direct bookings through their own websites through all the mechanisms available.

One of the impediments to doing this is the rate parity clause in most OTA agreements.

The parity agreement precludes a hotel from advertising a rate on their own website lower than that which they make available to an OTA. Currently those agreements mean that for the consumer there is little advantage in booking direct. Hospitality New Zealand believes that parity clauses are anti-competitive and should be removed.

This view is certainly shared by the national competition authorities in France, Italy and Sweden whose intervention has resulted in amendments to OTA parity commitments allowing properties to offer different pricing and booking policies than those they make available through the OTA. To date there is no indication that OTAs operating in New Zealand will amend their parity requirements unless required to do so.

Hospitality New Zealand has asked the Commerce Commission to investigate and

rule on whether the parity clause in OTAs’ agreements contravenes New Zealand’s competition law. We, along with the industry, hope the Commerce Commission will rule that the parity clause does contravene New Zealand’s competition law and require its removal from OTA agreements.

Such a move will enhance accommodation providers’ opportunities to improve margins through direct sales to their customers.

The increased use of OTAs by the public is having an impact on the bottom line of hotels, limiting the ability to reinvest in marketing and upgrades. Improving margins is critical to profitability and reinvesting in delivery a quality customer experience. l

Bruce Robertson Chief Executive Hospitality New Zealand

August/September 2015

7

industrynews

AUCKLAND HOTELS SHOW OCCUPANCY AT FIVE YEAR HIGH

TWO HOTELS FEATURE IN GLOBAL HIGH TEA AWARDS WELLINGTON’S Museum Hotel restaurant, Hippopotamus, took top honours in the Dilmah Real High Tea Global Challenge held in Sri Lanka last month. The team of executive chef Laurent Loudeac and assistant maitre’d Camille Furminieux beat off 20 teams from 13 other countries and brought home an epic win for New Zealand.

The gold medal was backed up by a silver medal won by the team from The Langham in Auckland – executive chef Volker Marecek and tea sommelier Benjamin McManus.

The Hippopotamus pair wowed the judges with their

high tea degustation menu which involved pairing Dilmah teas and tea cocktails with three savoury and three sweet recipes including two creations featuring tea.

Loudeac commented that it was becoming increasingly popular to make tea part of cooking as it was so versatile to use in gastronomy.

High tea is a feature of afternoons at The Langham and Hippopotamus has been offering a high tea experience for the past four years with a distinct French influence that included madeleines, macarons and mousse amongst its treats. l

A STELLAR 2014 for Auckland hotels had the occupancy rate running at a five year high of around 82% - up 3.4% on the previous year and well above the national average of just 75%. From a revenue point of view, the average daily rate across all grades was up $7 at $147 and the positive trend has continued through the first half of 2015, according to TIA. The national daily average rate for the past year was $144, up by $5 on 2013 and total room capacity was 17,900 with a big boost coming from the Christchurch region.

TIA also reported that its 140 hotel members nationally enjoyed a 75.7 occupancy rate, up three points on the previous year. l

SHERATON BRAND REVAMP

SHERATON worldwide has unveiled a 10-point plan called Sheraton 2020 aimed at modernizing the brand image, expanding its portfolio and improving guest service. The first phase is a new website with improved booking technology, updated menus and maps along with added property details.

There will also be a launch of a new sub-brand called Sheraton Grand with more than 100 existing sites being moved to this status and property owners being encouraged to renovate to meet new Grand standards.There will be a new focus on the MICE sector and new hotel concepts including new lobbies, guest rooms, public areas and invigorated f&b offerings. Starwood is planning to open at least 150 new Sheraton properties by 2020. l

CONCIERGE APP TRANSLATIONS HERITAGE’S RAW BREAKFAST BAR THE Heritage Queenstown has introduced a raw breakfast bar in addition to its regular breakfast buffet in an initiative to change the perceptions of hotel breakfast food.

“We are preparing food that retains its natural flavours and nutritional value – and our guests are loving it,” said executive chef Adrian Lowrey. The breakfast

8

hotelmagazine.co.nz

100% OWNED

includes Bircher muesli complete with pipettes of raw berry coulis, raw granola, coconut yoghurt, nuts and raw cabbage linseed bread.

Unprocessed and uncooked plant foods are the key component with nothing cooked above 41degC as doing so can destroy enzymes and absorption. l

THE European app for concierges known as Alice is now offering a new translation feature that will enable communication between providers and foreign language speaking guests. The company said it was obsessed with the simplification of service and breaking down the barriers that exist in hotels.

The latest release of this language solution works in real time and breaks down the barrier to service between international guests and the diverse staff team who can converse seamlessly in their native language. l

SAME OLD, SAME OLD… AT the recent hotel conferences in both Australia and New Zealand a familiar topic was once again under the microscope. The lack of hospitality staff !

At the Australian conference the figures thrown about were in the 30,000 plus region while in NZ it was said that in five years we would be closer to 10,000 short.

No matter which hotelier spoke, they all basically used the same excuses that are rolled out year on year. Training – transient workforce – not a career – locations and other such dribble. The fingers were pointed at governments, national training institutions with everyone to blame but themselves, the actual hotel groups.

The Dr is sick and tired of hearing and reading the same claptrap year on year from those running the hotel groups who constantly cry wolf. I think they need to get down from their spreedsheet covered desks and have a wee walk around one of their own hotels and ask the staff a few simple questions.

The answers won’t be new to anyone who works in HR, the very people whose job it is to retain, train, nurture and cajole workers into making hospitality a career.

Nearly all HR people the Dr speaks to are serious about what they do yet are frustrated that those above them don’t share the same passion in people.

Yet we are in the ‘service’ industry and that ‘service’ can only be provided by the staff. No matter how you break down any hospitality business, if the staff can’t or won’t then you will not survive, no matter how good your physical product is, it means nothing to your paying customers if your staff can’t do or don’t want to.

Hospitality is not an easy career, the hours suck, the wage not much better, transport logistics are a pain and getting up the ladder is never that easy yet we continue to just shrug the shoulders and say “yeah that’s Hospo”. I wonder how far Lydia Ko or Lorde would have gone if those around them had that same attitude.

Staff who are continually learning will stay with one company in an effort to progress so forget the blame game, get out amongst your staff, identify the talent and work with them in developing the skills.

www.martarni.com

hotel /comment

WE HAVE HAD ENOUGH OF THE OTA’S! REALLY…?

By Roland Leemans

WE always hear complaints about the OTAs. How they cannibalise our bookings, they advertise against our brand, their commissions are becoming unbearable, and we’ve had enough of those evil corporates doing nothing but taking our hard earned profit.

Then suppliers of services come along and tell us that a better IBE or a better website is all it takes to shift bookings back to our hotels, and we get persuaded. We throw more money at it, often more than the commission we would have paid to the OTAs… While most of the time it can help to increase the revenue, it does not really change the percentage of direct reservations in the overall channel mix.

In this series of four short articles, we will discuss what independent hotels can do to maintain a healthy mix between their direct reservations and their OTAs.

concepts. They are simply better at it than us.

The second challenge to be addressed: Change consumer perception Yield Management is a great tool – for the OTAs If we drop the price, they will come! Our yield manager has identified low occupancy gaps and wants to use the only lever at their disposal - rates. Our website and all OTAs get updated instantly through our channel manager. Now we just have to wait for consumers to flood through the doors. Will they? Or is it too late for any marketing and promotions to be effective? Maybe…

Third challenge to be addressed: Align strategy and sales In the next articles, I will address each one of these challenges with practicals tips, starting with devising a successful OTA strategy. l

Avoid the panic Contact us to see how we can help with your commercial paper needs

CHOICE HOTELS MARKETING

CHOICE Hotels Australasia is running a new marketing programme to all registered New Zealand golfers that offers a trip for two to the luxurious Mission Hills golf resort in China.

Golfers enter the draw that culminates in December this year – and of course have their names entered in the company’s online marketing database.

NEW LOOK FOR PAIHIA RESORT Roland Leemans, B.Sc., MBA is CEO of ReserveGroup Consulting. He is ex PriceWaterhouse Coopers and has worked for over 20 years in the travel industry. His expertise ranges from business strategy, pricing and marketing strategy, public speaking at industry events and travel software architecture.

Are we losing the battle?

Let’s look at it for what it is not. It is not a battle - us against the OTAs. It is counterproductive to look at it this way. While some OTAs don’t always play a fair game, having a strong OTA strategy is critical to create and maintain a healthy OTA mix.

First challenge to be addressed: An OTA Strategy My consumers should book direct Our website clearly shows that when booked direct, we will provide free WiFi, a free bottle of wine, and the best rate guaranteed; so why are they still not booking direct! Common sense dictates that consumers will book direct, but not all consumers are driven by common sense.

What is often forgotten is simply the human element. We are creatures of habit.

We like what we know. We are lazy. We like things to be simple and the OTA systems and communications are all based on simple

THE award winning Paihia Beach Resort and Spa Hotel has launched a new restaurant along with a new direct booking website. Manager Lyndsey Morrison said that since taking over ownership in August last year, the new owners have developed the most indulgent resort experience for guests. The new poolside restaurant called Provenir is headed up by well known executive chef Peter Thornley and sits alongside the award winning La Spa Naturale featuiring a team of extremely expert beauty, massage therapists and hair stylists.

HOTEL MARKETS WITH SWIMWEAR

0800 223 411 cottonsoftb2b.co.nz

Your partner in paper solutions

AS a marketing thought that may appeal, LUX Hotels & Resorts has just gone into a partnership with luxury swim and beachwear brand Heidi Klein with the collection debuting internationally next February. The hotel group has partnered with the famous brand as part of its marketing programme with the brand being promoted in around 40 countries globally.

August/September 2015

9

industrynews

ACCOR TENNIS

TENNIS Australia has announced a three year partnership with AccorHotels to provide a dedicated concierge service for fans at the Australian tennis open, provide service training for staff and give exclusive benefits to its Le Club loyalty programme members.

AccorHotels has a strong history of supporting sports across the Tasman which in turn promotes Australia as a travel destination. The company will also continue to stage and sponsor other major events across the region.

QUEENSTOWN ACCOR BACKS CURE KIDS

SINCE 2003, AccorHotels in New Zealand has been fundraising for Cure Kids and its contribution has now hit over $4m with the latest effort of $28,000 coming from Novotel Queenstown. The southern hotel ran a “frozen” themed entertainment night last month and general manager Jim Moore said he was delighted with the other local sponsorships and the community response to the evening.

FACELIFT FOR OLD HOTEL

ONE of Auckland’s oldest buildings, the Loombs Hotel built in 1862, is getting a facelift and being converted into an early childhood centre. The old wooden twostorey hotel in Panmure has been in a dilapidated condition for decades but the exterior is to be restored with its original chimney and architraves with other items sourced to match archival pictures. The building was moved forward on the site to lay a concrete base and to allow for some archaeology and will be moved back once the work is complete.

AN expansive programme by global hotelier Ramada has seen the first of eight new Ramada properties opening in China. This hotel is beside the Nanjing and the Lokou international airport and is a 156 room unit. The second one will open before year end as a 245 Ramada Plaza in Hubei. Currently, Ramada has 60 hotels in China.

hotelmagazine.co.nz

Mitigating the Competitive Advantages of Air BnB Through Sustainable Practice and Communication WE are at the beginning of a new economic paradigm where the rise of the sharing economy is growing at an exponential rate and showing signs that it could seriously disrupt industries based on the 20th century economic model.

For the hotel industry, I am of course talking about Airbnb.

In fact it would be unwise to believe that Airbnb poses no real threat, as some may think, and only serves to fill a gap in the market of New Zealand’s growing tourism industry.

We have to remember that this model is still in its seedling phase and represents a cultural shift in consumer’s approach to how they wish to interact with business, and a new relationship between the exchange of money for services.

Let me ply you with some numbers…Since its beginnings in 2008 Airbnb has grown into 34,000 cities, with 37 million guest nights a year and projected to increase to 129 million per year by the end of 2016.

With a current valuation of $25 billion (http://money.cnn. com/2015/06/27/technology/ airbnb-funding-valuationupdate/)it is nearly 3 times the valuation of the Hyatt Hotel chain ($9.18 billion - http:// www.macroaxis.com/invest/ratio/ H--Current-Valuation) which has been in operation since 1957.

Here in New Zealand people will book almost half a million nights on Airbnb in 2015 across 6,000 properties around the country. The number of Kiwis using Airbnb is set to double year on year.

We can see that in the blink of an eye the ground has just moved, but why? Why are potential guests opting more and

more for this kind of experience instead of the known and trusted experience of a hotel and how can hotels regain the competitive edge? What we know is that people chose to stay at Airbnb because of its competitive pricing options, a more local and homely experience, but also because it’s highly customisable as well as more sustainable.

On the whole what this translates to is a more engaged and participatory experience which amounts to the guest having a more valuable stay.

The relationship is one of Host to Guest rather than Servant to Master which engenders more mutual respect and personal responsibility. There is more sharing going on.

This is the part in the equation where hotels could make a difference and where I see a vast untapped resource in their philosophical approach to guest engagement.

An area where hotels could make a real difference is in their approach and their communication around sustainability. Currently hotels engage in individual efforts but this is still largely done behind the scenes and poorly communicated to guests.

It also appears as if Hotels are only focused on continuing economic growth that essentially requires very little change from dominant economic driven practices but effectively works to defuse opposition, increase legitimacy and allow business as usual.

As a result the hotel industry is still largely perceived as being wasteful despite individual efforts as well as initiatives such as Trip Advisor’s Green Leader’s Programme.

By Nigel Zhang, managing director of Auckland-based industry consultants The Greenfield Ltd who says the competitive advantages of Air BnB can be mitigated through sustainable practice and communication.

The Hotel industry needs to put sustainability at the heart of its business model and effectively engage guests to participate in this sustainability journey.

It’s a win win situation where the hotel will inevitably make savings, win hearts through properly engaging its guests and accumulate what has been coined as ‘reputation capital’.

With the right structures in place both the hotel and the guest have the possibility to share experiences, knowledge, and stories, and then benefit from the rewards that this brings.

This offers a way for the industry to tap into the spirit of the sharing economy while at same time lightening its ecological footprint in a real and meaningful way.

And in terms of reputation this would be a game changer for the whole hotel industry as its ability to adapt its business model to the current paradigm is not only observed by other business sectors, but is also reflected across the all the tourism industry and then the whole economy. l

TOURISM INTERNET GROUP EXPANDS

RAMADA GROWTH

10

SUSTAINABLE PRACTICES AN INDUSTRY GAME CHANGER

100% OWNED

A MERGER of two of the country’s dedicated tourism hotspot and internet access providers will see a Queenstown company expand into servicing around 400 tourism hotspots nationally.

Headquarters Network Consultancy (HQ) has recently bought the Internet Access Company (IAC) linking HQ’s Queenstown base with the existing IAC team in Tauranga, Auckland and Christchurch.

HQ currently provides managed guest internet services of over 140 locations in the southern lakes region and IAC has 260 sites throughout the country including many in the North Island.IAC also has strong links with the TOP 10 holiday parks. l

HQ ceo David Ovendale (left), HQ managing director Uan Spijkerbosch (centre), and chairman Lloyd Lusty.

industrynews

500 ACCOMMODATION SITES NOW HAVE SKY GUEST SELECT MOST hotels and motels offer SKY, now 500 or one third of them offer Guest Select with a Sky decoder installed in every room.

Guest Select is growing at a rapid rate. But the most pleasing result is the satisfaction guests report, a recent survey reported. For 78% of guests, the service had a positive effect on satisfaction. Sky is in the entertainment business and Guest Select certainly does that. In fact Sky is at the point now where customers expect to find this service.

These 500 sites have more than 9,000 rooms, with a Sky decoder. That’s almost a third of accommodation venues that Sky provides the service to. Some cities like Tauranga, Mt Maunganui and New Plymouth have more than 50% of properties with Guest Select -Christchurch has 48 sites alone.

“When travelling, guests love the comforts of home and that includes

having their own Sky decoder and the choice of 50+ channels of entertainment,” Grant McKenzie, general manager of Sky Business, said. “This variety of channels means there is no more missing out on big sporting events.”

So why is Guest Select so popular? “Guests are surprised and delighted by the full Sky experience.

But having happy guests is one thing - having returning guests is a real tangible benefit and 38% of sites told us they experienced repeat business as a direct result of the Guest Select service. We now know that guests are actually making conscious decisions to only book sites with Guest Select when they travel,” he said. And the million dollar question does it represent value for money for the operators?

77% of survey respondents said Guest Select was good to excellent value for money and that 34% of

respondents reported receiving new bookings directly due to the Guest Select service. If you would like any further information on the Guest

Select service please feel free to give SKY a call on 0800 759 333. l * Survey results are from an in house survey of Guest Select operators in April 2015.

HANMER SPRINGS LODGE SALE IF you have a spare dollar and fancy a resort town, the Hot Springs Motor Lodge, a hotel and conference centre in the South Island’s Hanmer Springs, is for sale. The 32 superior room hotel is a premier complex set on 8000sqm with a conference room and two manager’s residences on site.

The property underwent a signi-

ficant refurbishment about two years ago modeled along the lines of a high country hunting lodge.

The nearby thermal pools attracted over half a million visitors a year, many of whom are international tourists.

The operation only 90 minutes from Christchurch is being handled by Peter Harris at Bayleys in that city.

HYATT PLACE EXPANSION

AUSTRALIA is getting its first Hyatt Place hotel with the expected opening in Melbourne in 2017. The eight storey property will have its own adjacent conference facility that will hold up to 420 people with an exhibition hall and restaurant operation. Hyatt already has five Hyatt branded hotels in Australia under various banners.

St yle to Compliment An y decor

THE LARGEST MOST COMPREHENSIVE RANGE OF CATERING EQUIPMENT & REFRIGERATION Supplying the Hospitality Industry for over 45 years!

NEW ZEALAND & AUSTRALIA’S LARGEST RANGE OF COMMERCIAL KITCHEN CATERING EQUIPMENT & REFRIGERATION

Complete your guests’ quality experience using soft 2ply facial tissues combined with matching premium quality 2ply 400 sheet toilet tissue.

Facial tissues available in boxes of 90, 100 and 200 sheets. It is also available in 220 sheet and 700 sheet toilet tissue.

We have the tissue for your issue

www.kiwitissue.co.nz

0800 828 4428

• Full range of equipment for shop fitouts • Kitchenware, Cutlery, Glassware and Cookware • Gasmax Ovens For great customer service and an extensive and competitively priced product range visit our new showroom at

146 Neilson St, Onehunga, Auckland Ph: 09 415 6470 www.fedproducts.co.nz

August/September 2015

11

industrynews

DREAM JOB COMES TRUE FOR GRADUATE

NEW ZEALAND IN TOP LIST FOR CHINESE TRAVEL NEW Zealand has been revealed as the country where Chinese travelers spent the most on global hotel accommodation and it was on the top 20 list of countries Chinese travelers intended to visit in the next 12 months.

This is from the latest Hotels. com international Travel Monitor that highlighted younger millenials and affluent travelers fuel around 20% in Chinese outbound figures.

There’s little doubt that Chinese travelers will continue to take the world by storm with the 2014 global figures up by 20% in twelve months.

More than 264,000 visitors arrived in New Zealand from China in 2014, up over 15%on the previous year and only second to the Australians.

The Hotels.com report highlighted the need for hoteliers to cater to Chinese traveler needs such as Chinesespeaking staff, Chinese language tourist guides and dedicated websites.

A feature of this year’s report was the growing financial muscle of the top 10% of

12

hotelmagazine.co.nz

100% OWNED

travelers in terms of their travel spend – at around $NZ2900 a day including accommodation, they parted with more than four times more than the average traveler. But this paled into insignificance in comparison with the top five per cent of Chinese travelers in the super luxury class who average over $NZ4400 a day.

The report also showed the preference for booking online which had become the norm for Chinese travelers while the use of mobile phones for planning and booking had skyrocketed.

In the past 12 months, 80% of Chinese travelers had used an online device including mobiles, desktops and laptops to plan and book travel compared with only 53% the year before.

Commenting on this Travel Monitor, Katherine Cole, regional director ANZ & Singapore for the Hotels.com brand said that the report was a reminder for countries like New Zealand to pull out all stops to accommodate Chinese travelers and tailor their services for this market as the potential was huge. l

SHANNON Lings, MIT graduate and receptionist at the Hilton, Auckland. On her first day at MIT, Shannon Lings wrote down her dream career goal – to work at the prestigious Hilton Hotel.

Seven months later, the twenty year old has been offered a permanent front of house position at the Hilton in Auckland, following a successful 150 hour internship. Shiju Oommen, Front Desk Supervisor at the Hilton Auckland, says Shannon earned the position because of her passion for the industry.

“She can be herself, because she’s genuinely happy to help people – not just because she’s in a customer service environment. That’s important,” says Shiju.

“The internship is a great opportunity for both the hotel and the intern,” he says. “We get to know the intern, and coach them about what makes a memorable experience for guests. When we next have a position available, we’ll consider an intern first.”

Shannon is excited about her new role. “From the start I wanted to work at the Hilton,” she says.

“It’s such a well-known brand, and there are huge opportunities to work in its hotels in the US, Canada, Hawaii – everywhere.”

Why did she want to get into the industry? “I love people. I love meeting people and learning where they’re from, making them smile,” she says.

“I try to learn what’s happening all over the world, so I can make guests feel comfortable away from home. The other day I was sympathising with Canadian guests about the Canucks losing. It’s about understanding that you’re the first point of contact for guests, and helping them relax.”

Shannon completed two New Zealand Certificates at MIT in Accommodation (Level 3) and Hotel Reception (Level 4). She says the amount she’s learnt is incredible. “The first day at MIT I was pretty doe-eyed and nervous, but I’ve learnt so much in that time.

It’s been a journey.”

“I wouldn’t be in this job if I didn’t come through the MIT programme,” she says. “It has really opened doors, being able to go into work experience with knowledge of the industry. I think I’d still be looking for work if I hadn’t studied,” says Shannon. l

RYDGES POST RYDGES Hotels & Resorts has appointed Danelle Ayers as its new director of sales and marketing managing the sales and marketing function across five New Zealand properties. She joined Rydges in Wellington in 2011 when the local property first opened and two years later her role expanded to Christchurch when the new hotel there opened its doors. l

JAPANESE GO FOR ROBOTS A JAPANESE hotel with robot staff and face recognition instead of room keys is expected to be open this month. The hotel is in the Huis Ten Bosch theme park in Nagasaki and will initially have ten robot staff but expects eventually to have 90% of the hotel services operated by robots. The first ones will handle check-in and carry bags to rooms as well carrying out cleaning functions.

But it is not alone in the robot stakes. IHG has announced the launch of a new delivery robot at the Crowne Plaza in San Jose.

Named Dash, it is the latest version of an autonomous delivery service . The metre tall 100lbrobot travels at human walking speed, can navigate between floors and even call the elevator. When it arrives at guest rooms, it phones the guest to announce its arrival, delivers the item and goes back to the front desk where it can dock itself into a charging station.

Based on current testing, the

Crowne Plaza brand will determine whether to roll the robot out at other properties. l

CHECK-IN GIFTS FOR CHILDREN ALL Le Meridien hotels and resorts worldwide are now providing a free wel-come gift to children 12 years and under following a deal done internationally with the Lego group as part of the company’s family programme. l

August/September 2015

13

industrynews

BROOK SERENE PORTFOLIO ADDS TWO NEW PROPERTIES

NEW BATHROOMS AT ST MORITZ

QUEENSTOWN’S boutique St Moritz hotel has introduced stunning new bathrooms and Molton Brown amenities using designer Stewart Harris of Macintosh Harris. St Moritz is New Zealand’s only M Gallery property, a collection of memorable high end hotels that form part of the Accorhotels group. l

CHRISTCHURCH’S luxury boutique hotel, The George, has brought two high-end properties under its Brook Serene Hotel Management umbrella – Hotel Montreal in Christchurch and The Regent in Rotorua.

Hotel Montreal is a Qualmark five-star property opened last year and will be called Hotel Montreal

by The George Three months ago, the company took ownership and management of boutique property The Regent of Rotorua.

Owners TJK NZ Ltd and its management company, Brook Serene have owned and run The George for the past 28-years. A member of Small Luxury Hotels of the World, The George has won many awards, including New Zealand’s #1 City Hotel in Travel + Leisure World’s Best Awards and this country’s leading boutique hotel in the World Travel Awards.

Bruce Garrett, general manager of The George for the past 10 years, will become managing director of the hotel collection.

“Everything from our style and service, food and beverage to our staff training and sales and marketing is being aligned under our banner,” he recently told the media. “Developing and retaining good staff has been a large part of the motivation for the company to expand. This is the perfect

INNOVATIVE BEDDING KEY TO SLUMBERZONE SUCCESS HIGH quality at affordable prices has made Auckland-based bedding supplier Slumberzone an attractive deal for hotels and motels around the country. And it is winning support for its innovative products using the latest technology.

While Slumberzone only started in 2011 as a debutant manufacturer of mattresses and bases, the company has expanded massively and believes it is the fastest growing manufacturing brand in the country.

In its four years of trading it has not only gathered strength locally, but is now about to touch on the Australian market.

“We have introduced unique and superior technology products such as Tripedic and Techno 10X spring systems,” said Sales & Marketing Manager Vikram Nagpal. “As well as having a five to 10 year warranty on our products, we have introduced beds with Breath Soft foam, Puralax Latex, Orth Cool Gel Memory Foam and Aircool Memory Foam – the latter regulates

14

hotelmagazine.co.nz

100% OWNED

the temperature of the sleeping surface.”

For the accommodation industry, the company has introduced the Tripedic range of beds that have enhanced support in the sides and central horizontal zone to give better back support, longer durability and no flip comfort to the housekeeping staff.

“All these features make Slumberzone unbeatable in terms of quality and comfort,” said Vikram.

“With FR fabrics and local pine solid bases, the beds are ideally suited for hotels and motels and of course we make fully customized

beds to client requirements.”

He said Slumberzone works at offering minimal partner disturbance, enhanced back support, ease of body movement, total edge support and different comfort feels by using various foams or combinations.

More information from Vikram Nagpal on 022 412 4444 or commercial@slumberzone.co.nz l

way to provide exciting career opportunities for our talented staff,” he said.

In Christchurch the hotel has 100 staff based at The George and is taking on the 20 staff based at Hotel Montreal, with 20 staff based at The Regent of Rotorua. Nathan Maynard, The George’s operations manager, has moved to The Regent of Rotorua as hotel manager. The George has also expanded its reservations and accounts office in Christchurch as a single group operation. The George’s director of sales and marketing, Jan Stuart will handle all three properties. She is heading to Luxperience in Sydney in September, while Bruce Garrett will be representing the group in the United States and the UK later this year. l

ISTANBUL BUSY

ISTANBUL is now the busiest city in Europe for hotel construction according to new figures. There are currently 804 hotels with 131,389 rooms under contract on the continent of which Istanbul has 4584 rooms in 23 hotels under construction.

Others under construction are London (22 hotels), Moscow (13 hotels), Amsterdam (8 hotels).

LONDON REFURB

FOR many New Zealanders who have worked in the Hilton London Euston, the property is now undergoing a $NZ16m revamp of all its 150 bedrooms as well as adding 17 new rooms and a fitness centre. September was the date for the opening of the first refurbished rooms. The hotel is made up of two Victorian townhouses joined together in central Bloomsbury.

AMEX SPEED UP DISPUTES PROCESS

FROM last month, American Express simplified the way hotels can manage disputes online making the whole process easier and quicker. The upgrade included clearer labeling and simple navigation of the status of cases with chargebacks and inquiries now in one table making it easier to action all outstanding cases. The quicker and more streamlined system means that responding to cases is now simplified from two steps to just one. Any questions on merchant accounts can be answered on 0800 800 855.

industrynews

Is it time for an upgrade?

We have what you need for your rooms, restaurant, kitchen and housekeeping.

The trusted name in table linen, sheets and healthcare products since 1987.

We are leading importers, manufacturers and wholesalers of high quality commercial linen and mats nationwide.

0800 800 366 adam@britannia.co.nz

6 Natalie Street, Nelson. PO Box 113, Nelson, New Zealand

www.britannia.co.nz

August/September 2015

15

liquor

LOW BEER PRICES

A NEW global study has found that Auckland was ranked way down at 30th for the average price of a 330ml bottle of beer. The average price in Auckland was found to be $5-53 in comparison to the most expensive average of $9-24 (in Geneva).

On average, Aucklanders consume 77 litres of beer each year spending around $1272 each.

KEEPING IT “SACRED” Sacred Hill’s Deerstalkers Vineyard at the Gimblett Gravels.

OLD PARCHMENTS ON OLD WALLS

WHILE carrying out flood repair work recently, historic old newspapers dating back to 1885 have been uncovered on the walls of Hokitika’s Kaniere Empire Hotel.Owner Grant Symons said the papers were a clue to the age of the hotel which is thought to be the second on the site.

The June floods that wrecked at least six rooms provided a chance to refurbish the accommodation but also provided a glimpse into the hotel’s past.

CCA PARTNERS BEAM SUNTORY

COCA-COLA Amatil and Beam Suntory have launched a new distribution partnership in New Zealand similar to that in Australia.

Starting on October 1, the two companies’ brands will be linked into CCA’s sales and distribution network handling the Beam Suntory spirits portfolio that includes Jim Beam, Canadian Club, Midori liqueur and its Japanese whiskies as well as its rtd spirits portfolio.

Beam Suntory’s sales team will transfer to CCA but all marketing, supply chain and other functions will remain with Beam in this 10 year partnership.

CALORIE DISPLAY ON PUB MENUS

THERE has been a call for UK pubs to display the calorie content of the food and drink on their menus in a bid to tackle the country’s obesity problem.

A new survey has shown around 70% of UK residents support the labeling call.

Industry leaders such as Wetherspoons already lists calorie contents and Marstons offers some meals with less than 500 calories.

SINCE it began with three guys whose simple philosophy was making more wine than they could drink, Sacred Hill has become one of the New Zealand wine industry’s major players by building on the core values of its founders and focussing on the future.

Back in 1986 the idea of making wine to share with family and friends inspired David Mason, together with his brother Mark and winemaker friend Tony Bish, to start the Sacred Hill journey in the shadow of Hawke’s Bay’s Puketapu (sacred hill).

Since then Sacred Hill has blossomed into one of Hawke’s Bay’s most highly regarded producers, developed an increasingly important presence in Marlborough and has firmly established itself on the New Zealand wine landscape.

Having overseen that growth, David remains at the helm of Sacred Hill, a passionate guardian of the brand who personally epitomises Sacred Hill’s energy, humour and thirst for quality.

“We live and breathe the wine industry. We are still about sharing our wines with family and friends – just on a larger scale. It’s about being authentic and engaging consumers in what Sacred Hill stands for,” he says.

The heart of Sacred Hill will always be Hawke’s Bay, the source of its much lauded Special Selection wines – the Chardonnay Collection from the historic Rifleman’s Vineyard and three top tier Gimblett Gravels reds from the Deerstalkers Vineyard. The volume

of Special Selection wines produced are tightly controlled meaning that the Chardonnays, Bordeaux blends and Syrahs in Sacred Hill’s restaurant-focused HALO range and popular Orange Label tier frequently feature fruit from these premium sites (as well the original home vineyard at Dartmoor) as is the case with the outstanding 2013 and 2014 vintages.

But for Sacred Hill to continue its development and meet the changing demands of the market, David made the decision in 2000 to invest in Marlborough.

The company’s Marlborough presence is now a significant

Sacred Hill managing director David Mason (right) and winemaker Tony Bish relax.

operation centred on the Hell’s Gate Vineyard (Waihopai Valley) and Hammond Estate Vineyard (Wairau Valley). As well as providing the fruit for Sacred Hill’s award winning Marlborough Sauvignon Blancs, these sites are the source of HALO and Orange Label Pinot Gris and Pinot Noir

The Dartmoor Valley’s Cellar Door operation.

16

hotelmagazine.co.nz

100% OWNED

– two wine varietals which are ubiquitous in New Zealand today but barely featured on the Kiwi wine landscape when the Mason family first planted grapes.

“Our Marlborough wines are made with the same objective as all our wines - ‘sheer delicious drinkability’. Our Marlborough footprint is growing with new plantings currently underway,” David says. “Marlborough will continue to be a big part of our export focus, especially in the United States.”

But while much has changed in the company’s lifetime, David’s foundation values endure, coming to the fore through a distinctively Sacred Hill brand campaign themed around the things that should be kept sacred. “It’s Sacred Hill to the core. It’s about family and friends and enjoying quality times and moments of real connection in today’s often virtual world.”

David wants Sacred Hill wines to be the facilitator of face-to-face interactions – time out from the hustle and bustle of modern life.

“The things Sacred Hill holds sacred are about a quality and pace of life that is more nourishing and less distracting.” David says the campaign illustrates that the company understands the importance of talking to consumers

and supporting customers. But as in all its endeavours, Sacred Hill’s authenticity and a certain quirkiness continue to be its hallmarks. While the brand is more engaging than ever and its wines have established an enviable following, David is not resting on his laurels.

“As well as growing our exports, we’re certainly looking at how we might add to the existing range to meet the demands of our domestic trade customers and consumers and we’ll continue to find new ways to back the brand and engage with our customers.” Of course, equally high on David’s priority list is practising what he preaches - enjoying those special times with family and friends down by the river below the vineyard in Hawke’s Bay. “It’s Sacred Hill. It is our home, our life.” l

industrynews

NEW UNIT HELPS IN RUNNING TABS A DISTINCTIVE tower shaped unit that fits behind bars is now available from Auckland-based CardSafe. It can reduce costs and losses from walk-outs and puts an end to mistakes behind the bar on customers running tabs.

Running a tab for customer purchases on their credit or debit cards is an everyday thing in the hospitality and bar business but it is only as secure as the methods that are used.

Many establishments rely

LANGHAM LOOKS TO LAUNCH NEW CORDIS BRAND

on old school methods that are confusing and costly. Handling cards is a situation wide open to fraudulent misuse, cloning, ghosting and other forms of identity theft and many international visitors simply refuse to hand their cards over.

CardSafe is a tamper-proof and virtually theft-proof unit that is said to increase card usage by up to 35% over cash customers.

More detail at info@cardssafe. co.nz l

RUGBY WORLD CUP TV LICENCES WITH most of the Rugby World Cup matches in England later this year falling outside normal

on-licence hours, there has been only limited appeal from licenced premises applying to stay open late. The first All Black match on September 20 starts at 3.45am, well outside trading hours. All applications needed to be lodged 20 working days before the first event.

Interestingly, the ACT party is proposing a Bill to remove what has been described as

“ridiculous hurdles” being placed on hospitality outlets wishing to screen matches.

The move was supported

by HospitalityNZ’s ceo Bruce Robertson who said the Police conditions such as ticket only sales, fancy dress, live music, quizzes, guest speakers or themed food would simply increase the cost of providing the service to the public. l

THE Langham Hospitality Group sees New Zealand as an incredibly important market and is looking to establish its latest hotel brand, Cordis Hotels & Resorts, in this country according to the group’s chief executive Robert Warman in Auckland last month.

He said the company would consider either managing a property on behalf or investing in a new hotel build if the right opportunity was seen. While no definite plans have been made for the introduction of a Cordis property, Warman expected it would ideally happen inside the next two to four years.

He said a Cordis property was likely to be of a similar size and scale to the 411room Langham but an upscale unit as opposed to the more luxurious The Langham and aimed at the more family, convention and MICE market.

August/September 2015

17

tradeshows

ACCOR WORLD TRAVEL SHOW

AUCKLAND’S Pullman was the venue for the 2015 AccorHotels trade show this month where representatives from hotels and resorts around the world met up with 500 corporate staff and travel agents.

The AccorHotel venues represented included Germany, the Americas, Vietnam, Thailand,

Australia, Fiji and New Zealand.

Around 100 AccorHotel delegates representing 80 destinations and 3500 hotels were on hand to discuss the company’s properties ranging from luxurious Sofitels to economy Ibis hotels.

And from a visitor point of view, the national food and beverages were a key attraction along with several competitions. The function was led by mc’s Jesse Mulligan and Samantha Hayes. Giveaways for the evening included three Peugeot motor scooters (see pictures) and three travel prizes.

The travel prizes were taken

by Hayley Purdon (Orbitz Worldwide), Richard Fletcher (Fine Travel) and Shona Bray (House of Travel). l ABOVE: Peugeot scooter winners Warwick Andrew (Travel Managers), Sally Brassell (Kristin Edgeworth Travel) and Emma Christiansen (FCM Travel Solutions) at the AccorHotels function.

LEFT: The 2015 MKR winners Steve Flood and Will Stewart pictured with Michael Parsons of AccorHotels.

HILTON REACHES MILESTONE

HILTON has reached an international milestone with the company now having a million bedrooms open or under development in 94 countries. In its second quarter results for 2015, the company has opened 82 hotels and RevPAR was up 5.2% over the same 2014 quarter.

As a side issue, Hilton in the US has recently moved to employ over 500 full and part-time work from home positions to provide inbound reservation support for guests through its reservations and customer care operation. l

LANGHAM’S CORPORATE TRADE SHOW OVER 300 industry guests turned out in force for The Langham in Auckland’s trade show last month with a number of the company’s international executives on hand.

Among those greeting the travel trade and corporate guests was the ceo of the Langham Hospitality Group Bob Warman and the vicepresident of sales and marketing Simon Manning. Other senior

executives had flown in from London, China, Los Angeles, Hong Kong and Sydney to introduce their properties.

Several prizes were given away during the evening with a Hong Kong and China package going to Stephen Ecclestone of Kuoni Group Travel Experts and a Sydney trip going to Robyn Henry of Events ‘n Venues. l

ABOVE: Scott Woolright, Kate Coulson, Krystal Ikitoelagi and Admir Mallaaliu enjoy The Langham trade function.

LEFT: At The Langham trade show were Natasha Stoddart and Kate Wenden of Orbit World Travel in Wellington.

18

hotelmagazine.co.nz

100% OWNED

TOURISM AWARD NOW WORTH $10,000

THE Supreme Award winner in this year’s Tourism Industry Awards will take home $10,000 in a prize sponsored by Air New Zealand. The reinvigorated award programme recognises those individuals, businesses and organizations that help reach the Tourism 2025 goal of almost doubling tourism revenue to $41b. Registrations for the awards closed last month and winners will be announced at a gala dinner on October 2. l

August/September 2015

www.ServiceIQ.org.nz

0800 863 693

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

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

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

Some people have the talent for service, but they still need to learn the right skills to do it well. The tricks of the accommodation trade. The art of satisfying customers and making them feel like guests.

IT TAKES A LOT MORE THAN HANDING OVER A KEY TO MAKE YOUR GUESTS FEEL WELCOME.

TRAINED

THEY ARE

H O S T S AREN’ T B O RN

industrynews

19

f&b

Meet the Chef MARC SOPER After building a motorbike from scratch at the young age of 14, and seeing that there were nuts and bolts left over at the end, Marc Soper thought it best to leave the mechanics to his Grandfather and follow in his mother’s footsteps into hospitality where he soon found his love for cooking.

“I STARTED out washing dishes at the restaurant where my mum worked, so I guess it was always in my blood and I never really realised it till I was given a push in the right direction,” said Soper.

Currently employed as the executive chef at Wharekauhau Country Lodge located in Palliser Bay in Featherston, Wairarapa, Soper is also the Conseiller Culinaire for La Chaîne des Rôtisseurs.

Recently returning from a two-week trip in Asia working with NZ Beef and Lamb, Soper demonstrated different dishes using brisket, cube roll and fillet in Japan and Korea and also involved in a demonstration with some of Korea’s top culinary students.

“I also participated in a BBQ function at the NZ ambassador residence in Seoul before taking off to Taiwan where I worked with culinary students to put on a demonstration and finally Hong Kong where I worked with suppliers and visited local restaurants and chefs.”

In between work, Soper found the time to be immersed in local cuisine that soon found him eating pork blood sticky rice, stinky tofu and chicken feet.

“I really enjoyed the Japanese breakfasts, the food was so fresh and healthy with lots of vegetables and fish.

Kimchee and BBQ featured heavily on the menu in Korea and I struggled with some of the sweet sauces (being diabetic) and the fresh fruits in Taiwan were out of this world along with the variety of street food.”

Born and raised in Marlborough, Marc started his training there before moving to work at many hotels, restaurants, cafes and large scale operations around NZ

20

hotelmagazine.co.nz

100% OWNED

before embarking on a journey around the world that led him to working in kitchens such as the French Laundry (USA), Residents Heinz Winkler (Germany) and Taggenberg (Switzerland).

“I would love to go back to Switzerland, it was amazing there and I really miss the foie gras but I really love where I am working currently. The lodge is located on a 5500 ha farm and loving the outdoors, fishing and hunting is right on my doorstep.”

Training and working with young chefs is, and has been, an important part of Soper’s career to date.

“Last year I assisted Compass Group with a couple of young chefs who had never competed before. I had two weeks to train them and I was so proud watching them debone quails like pros, and come out with a second place.

They are both still working with the company but have climbed the ladder since, it’s great to watch their career developing.”

Soper has won and held many competition titles for his culinary skills including Wellington Chef of the Capital 2011, NZ Chef of the Nation 2005 and having been a member of the NZ Culinary Team.

His most recent accomplishment was being named as a NZ Beef and Lamb ambassador in 2015.

As a young chef, Soper loved to watch how beef Wellington was cooked and put together, amazed at how the beef was wrapped in pastry and mushroom and when cooked and cut open it was perfect.

“I like to take these ideas now and re-interpret them in my own way. I do a beef blade with chicken farce, rolled in bread and serve it with a smoked mushroom ketchup, which works a real treat.” In his current kitchen the menu is changed daily and is focused around the

farm, garden, seasonal and local.

Guests arrive and the menu is changed according to diets, likes and dislikes and Soper loves how different each day can be.

Although menus and kitchens change there is one dish that will stay with the chef.

“A dish that would follow me wherever I go would be my Manuka honey and roasted chicken soup, it’s finished with thyme milk foam, chives and truffle. It’s made in the same process as a bisque and is very time consuming, but the flavour is amazing and has been with me for a few years now so I won’t leave it just yet.”

Soper’s favourite dish to eat however is beef schnitzel, served with creamy mashed potato and minted baby peas.

With a daily menu change, Soper is always looking for inspiring ingredients to bring to the plate and at the moment is using wild fennel that grows around the local beach.

“I also am inspired by the elephant ear fungi which grows on dead kawakawa or karaka trees and I’m using stinging nettle in various ways on my menu.”

Trending locally and internationally is the use of kale and ancient grains

which Soper is also using that he says is fun to create with other ingredients like wild rice and fry it to puff it up and add to a granola or salads. However, Soper’s favourite ingredient is free-range egg.

“I love being able to use fresh seasonal products and being able to use lamb off the farm and beef from a neighbouring farm.” Techniques are also important to Soper as he stays up to date, balancing trending techniques with tried and true favourites.

“Sous vide is still a favourite, I’m able to take the less tender cuts and cook them over a long period of time to still retain a pink flesh when serving but to be beautiful and soft.

Ribs are a favourite, otherwise I’m still very classical and love braising, slow cooking meats. I think it is a great winter dish and it fills the room with comfort and you can just relax.”

Soper said he is seeing a lot of rational ovens cooking on low temperatures but with a combination of moist heat and dry (about 30 per cent humidity at 52 degrees).

“I recently saw this with some strip loins in Japan. The finished beef amazed me it was so tender.

Also while I was away, I worked alongside a chef in Taiwan who was marinating blade steak and smoking, the meat was so tender, so I am looking forward to using his techniques back here with wild pork and goat.”

Over the years Soper has refined his dishes and cooking techniques.

His future plans include to keep cooking and working hard but most importantly to have fun and finding a work/life balance that keeps his creativity and passion alive and well in the kitchen. l

industrynews

HOTELS FEATURE IN LATEST CULINARY COMPITITION THREE hotel F&B professionals took out awards at last month’s National Salon, the culinary programme staged in Auckland by NZChefs.

The Service Professional of the Year title went to Meng Ly of the Pullman. To win this title required

an outstanding level of customer service skills complemented by a superior range of technical skills and knowledge that included beverage service, table setting along with creative and classic cocktails.

The ServiceIQ cookery Modern

Apprentice of the Year went to Peter Dann of the Copthorne Hotel. Competitors in this category had ninety minutes to prepare and present four identical and individually plated main courses with a bistro or casual dining theme. His menu was a Saveur duck breast served with black rice, medjool date, snap peas, watercress salad and beetroot chutney finished with Cointreau

& Nicolas Feuillatte Champagne sabayon. The runner-up in this section was Nico Parry from Hilton Worldwide, Queenstown.

The Pastry Chef of the Year title for 2015 went to Su Jung Anita Chung of the Pullman Hotel. This highly competitive sector was a triathlon event judged on a variety of skill sets requiring ingenuity and innovation in celebration cakes, petit fours and dessert. l

SCHOLARSHIP WINNER

CHANAKA Jayabahu of Terrace Downs Resort in Canterbury was the recipient of a $3000 scholarship from NZChefs last month. Sponsored by training establishment Artisan, it was one of the association’s key platforms in investing in people in the culinary industry.

The award provides for studying the National Diploma in Hospitality Level 5 covering operational management. l

LIVING LEGENDS

Meng Li

Peter Dann

Su Jung Anita Chung

HUW Morris, executive chef at Auckland’s Spencer on Byron hotel along with chef Phil Neverman of kitchen equipment supplier Moffat, have been named as the 2015 Living Legends by NZChefs for their work behind the scenes in supporting the culinary industry. l

Foodfirst distributors operate over 240 temperature controlled vehicles delivering a range of over 10,000 frozen, chilled and ambient products daily throughout the country.

FOODFIRST DELIVERS THE SOLUTION AND EXPERIENCE TO ADD VALUE TO ALL PARTNERSHIPS. For more information call 09 365 2000 www.foodfirst.co.nz

August/September 2015

21

profile

Candles Varieties Offer New Atmosphere Approach A NATIVE of Canada, Jennifer Duncan came to New Zealand originally to study at Otago University and decided to make her home here. Sixteen years later, in launching illumina, she decided to make her first scent, Coconut and Lime, inspired by a trip to Hawaii and Fiji. Today, with her hardworking team of five, they create thousands of signature candles for weddings, events, retail and hospitality. Since its inception in 2012, illumina soy candles has developed into a full time business for Duncan.

“I have always loved candles, and after seeing a friend make them, I wanted to start myself. I went from making six a month to over 1000 a week.” The candles are handmade with soy wax, with no genetically modified materials or paraffin. No unnatural additives are added to the candles and there is no lead or zinc in the wicks. Being non-toxic and using a vegetable base, the product is 100 per cent biodegradable. By also offering a candle refill service, recycling old tumblers or candle vessels is “a great way to contribute to keeping New Zealand clean and green”.

Supporting local Kiwi business is top of mind for Duncan and she believes that by using a New Zealand box manufacturer, small import businesses, candle supply and printing companies are a point of difference when selling locally and internationally. With a growing demand for New Zealand made products in Asia, particularly in the luxury brands sector, Duncan exports the artisanal candles to Singapore and Hong Kong and is looking to enter the European market in the near future.

For Duncan and her team at illumina it is more about creating a brand identity rather than driving sales. In the age of the internet, it is important to create a customer experience that is more emotional with customers. “The process of coming up with a signature scent for a client takes time. I meet with a client and look at their product and try to establish a feel for their clientele and aesthetics.”

The sound, the shapes and the target market all translate into a smell. A subtle smell is often best, believes Duncan, “A smell is one that you should remember how much you enjoyed being in that space”.

According to international studies, 65 per cent of people can remember a memory associated with a scent after one year. A mere whiff of the fragrance can take people back to a specific place or experience. l

Jennifer Duncan

22

hotelmagazine.co.nz

100% OWNED

August/September 2015

23

industrynews

JACOBS DOUWE EGBERT LAUNCHED NEW Zealand became the world’s first launch of the new Jacobs Douwe Egbert pure play coffee business last month. The company formed from the partnership of D.E. Master Blenders and Mondelez International is about to go live in around 20 countries but New Zealand was first off the block.

Pictured at the Auckland launch are directors (from left) John Rutledge, John Jennings and Brian Tomlinson. A traditional Maori blessing began the day and was used to showcase the changeover to JDE to staff nationally and to sister operations around the world. l

IMMIGRATION CHANGE WELCOME HOSPITALITY NZ has welcomed the change to the immigration points system for provincial New Zealand because there are a number of bars and restaurants with managers working on temporary work permits with not enough points to apply for residency. CEO Bruce Robertson said these people were important and valuable staff members and the changes would allow them to apply for residency.

He said there simply were not enough New Zealanders able and prepared to take on those management roles. l

BOOST FOR JUNE GUEST NIGHTS NATIONAL guest nights for June were 3.1% higher than in the same month last year with the main boost coming from international visitors and was spread across both islands.

Statistics NZ reported that domestic guest nights were up slightly at 0.6% with ten of the 12 regional areas reporting more guest nights.

North Island guest nights were up 2.7% while the South Island had an increase of 3.8%. This also followed a rise in May. For the year ended June 2015, national guest nights were up 5.3% over the previous 12 months. l

24

hotelmagazine.co.nz

100% OWNED

FINDING PUB CHEFS WITH ongoing growth of training in the culinary area, New Zealand pubs are still finding it difficult to employ the right chefs for this particular sector of the market. There are plenty of young graduates available but the problem continues to be finding the right one.

The young graduates, many with excellent skills but little experience, see cooking as an exciting and vibrant industry – but they all want to work in more high profile properties.

Many of the country’s pubs employ older and more experienced cooks as opposed to executive chef level so new kitchen recruits are generally commis and demi-chefs that need further training but are constantly looking for a move up the ladder, particularly into popular restaurants.

Those who have been successful in finding young staff have linked themselves with the local colleges and

professional cookery schools where undiscovered talent can sometimes be found.

Certainly it is easier to train and adapt them to a particular style than those who boast of their ability. Certainly a young person’s cooking ability counts for little if they don’t have the right attitude.

It was once that an advertisement in the paper would have cv’s pouring in and a pub could be fussy about who it employed.

Today it is taking longer and longer to recruit. And once they are there, it’s critical that the role is kept interesting and progression is a possibility.

There’s little doubt that many of the junior chefs graduating today want to leap to the top without learning the full skill set and that’s an issue making it tough for the pub trade. l

ACCOR HOTELS GROWS REVENUE

THE restructuring of the French company AccorHotels has seen its international revenue grow by 4.1% in the first half of this year to over $NZ3b.

In November 2013, the company split into two as HotelInvest as the ownership arm and HotelServices, the operating and franchisor part.

The company has since been focused on restructuring the property portfolio by rolling out its digital plan, undertaking selective hotel development and revamping its f&b offering. l

NZ WINE GUIDE WINS BEST BOOK

Celia Hay’s New Zealand Wine Guide has won the Gourmand World Book Award’s Best in the World title for Wine and Tourism.

“The award will help shine the light on NZ as a key wine tourism destination,” said Hay. “There are enormous opportunities in this tourism niche that need to be explored and developed in the next few years.” The New Zealand Wine Guide offers a comprehensive review of the spectacular growth of NZ’s wine industry. It focuses on wine regions, using a selection of local maps, explanation of grape varieties and winemaking processes with useful diagrams and breath-taking photographs from well-respected winemaker/ photographer, Kevin Judd. l

TAURANGA HOTEL ON MARKET TAURANGA’S blue chip location Armitage Hotel and conference centre is on the market for $10.5m – about $6m under its reinstatement value.

The 81 room hotel with a QR of 3.5 has two large kitchens, a 24 hour liquor license, several

large conference rooms and on a large corner site that overlooks the city and water.

The profitable business has more room for growth according to the retiring owner of 18 years. l

industrynews

WELLINGTON TRAVELODGE UP FOR SALE COLLIERS’ Hotel Division has been appointed to handle the sale of Travelodge Hotel Wellington that is under a new 15 year management agreement to TFE Hotels.

“This is a rare opportunity for an investor to acquire a hotel in the heart of the tightly held capital city market,” said Colliers National Director – Hotels, Dean Humphries. The purpose built 132 room property was fully retrofitted in 2009 at a cost of around $11million.

Travelodge is located in the heart of the Wellington CBD, has five conferencing rooms together with a restaurant and gym, is a freehold property and is a seismic grade A. the contact is Auckland (09) 358 9896. l

RAMADA BOSS ON FRAUD CHARGE

THE general manager of the Ramada Birmingham Mailbox hotel has been jailed for three and a half years for stealing around $NZ650,000 over a six year period.

The 47 year old mother of three, Hayley Barry, stole money on 1100 occasions using false cash refunds on a dummy room system. l

SUITEPADS CUT PRINT COSTS

SUSTAINABILITY was the prime reason that Swissotel has equipped all 316 rooms in its Berlin hotel with Suitepads. The devices digitally offer information that was previously only available in printed form and needed to be regularly reprinted. In just a few digital steps, guests can now place orders and find information about the hotel and the city facilities directly on one single device. The Suitepad includes access to tv programmes, important local phone numbers and data on all of Berlin’s tourist attractions. l

CARLSON ROLLOUT IN OCEANIA A PLAN to grow its portfolio of hotels in Australia, New Zealand and the South Pacific has been announced by Carlson Rezidor. Asia presidentThorsten Kirschke said the company would introduce its Radisson Red, Park Inn by Radisson and Country Inns & Suites by Carlson. He said the company decision to base a development function in Sydney followed a positive tourism outlook for the region and the demand for rooms that was predicted to outstrip supply over the next three years. l

August/September 2015

25

industrynews

www.anuga.com TASTE THE FUTURE

ECONOMY IBIS FOR INVERCARGILL

10 TRADE SHOWS IN ONE

THE former Invercargill Apartment Hotel is being rebranded and re-opening in October as Ibis Styles Invercargill. The AccorHotel’s 65 room property will offer a range of contemporary studio, one, two and three bedroom apartments along with a new breakfast

Your ticket to the food & beverage world An impressive array of food and drink: International industry innovations and trends.

Anuga impresses as the most important and largest food trade fair once again in 2015 with a diverse line-up of international exhibitors.

The ten Anuga trade fairs bring the interests of the exhibitors and the visitors together in a focused manner. Look forward to top-class evening events, an inspiring supporting programme and trends that move the industry.

Cologne, 10.–14.10.2015 Buy admission tickets online now and save up to 44%: www.anuga.com/tickets

For further information and assistance with travel and accommodation planning Robert Laing Messe Reps. & Travel 09 3031000 robert@messereps.co.nz

26

hotelmagazine.co.nz

100% OWNED

102x312mm_GB_Anuga_2015_Anzeige_Allgemein_Supermarket_News.indd 1

18.05.15 09:14

restaurant, fitness facility, inhouse cinema and games room, complimentary wifi internet and guest carparking.

This is the 32nd AccorHotel property in New Zealand and an addition to the 1800 network of Ibis branded properties worldwide. l

August/September 2015

27

industrynews

SERVICEIQ HOTEL PROGRAMME IS WINNING INDUSTRY SUPPORT WITH endorsement by the major industry organisation, the HotelIQ training and assessment programme is getting strong support from operators around the country.

Already it has been recognized that qualifications gained have done

FRENCH LAW BANS OTA RATE PARITY

THE French hotel industry has applauded the decision of the National Assembly to force the deletion of rate parity clauses from OTA contracts with hoteliers. This now permits hotels offer lower room rates on their own websites. France has followed the German decision to ban rate parity clauses and this likely to spread throughout the European hotel industry.

French industry leaders said it was a major decision that restored complete entrepreneurial freedom.

much to provide a consistently impressive guest experience.

“The assessment programme appears to work well for employees who get professional satisfaction from doing an exceptional job and building their careers with NZ Certificate qualification Level 3 or Level 4,” said ServiceIQ CEO Dean Minchington.

He said it allowed employees to refresh their important foundation skills including personal presentation, greeting guests, safety and security and other specialist areas.

Restaurant service (Level 3) covers professional waiting staff who take ownership of the guest experience but also learn complaints handling, food safety and many other facets of the industry.

Functions service (Level 3) builds on essential skills and covers greeting guests, providing streamlined buffet and beverage service nad making sure everything runs smoothly for special occasion guests.

Housekeeping (Level 3) ensures a crisp and clean room presentation adding in politeness and helpfulness for guests. The housekeeping assessment perfects practical skills

MA CHERIE

WITH Italian grandparents, Guillaume Nicoli was never far from the kitchen and loved to watch his family cook traditional Italian and French dishes. Later studying under the master and award-winning chocolatier patissier Thierry Mulhaupt, Guillaume Nicoli knew that he would one day open a patisserie of his own. Fast-forward a couple of years and Nicoli found himself in New Zealand after friends convinced him to come over to join them. He soon found himself working for some of Auckland’s top restaurants, however, not as a pastry chef. He knew it was time to start something of his own and with the encouragement from his wife and business partner began making his beloved macarons for restaurants and cafes.

Quintessentially French, macarons are not only delicious but very much labour intensive.

Production of the macarons grew to over 10,000 a week with cafes and restaurants loving the flavour and taste of Nicoli’s macaron creations. The macarons are still all handmade and assembled in Auckland. Besides their delicate texture and iconic shape, the beauty of macarons is that they can be made in an infinite variety of flavours and colours. Always looking to innovate, Nicoli recently unveiled a whole new range of ‘fusion’ macarons which blend both French and New Zealand flavours including passionfruit, peanut butter and jelly, lemon ginger and milo and cookie cream.

Ma Cherie has one retail store in Ponsonby, Auckland and a commercial kitchen in Sylvia Park where the outstanding pastries and incredible macarons are made. If you wish to order for your establishment please contact Guillaume at info@macherie.co.nz.

28

hotelmagazine.co.nz

100% OWNED

and develops staff communication expertise.

Portering (Level 3) ensures vital first impressions and a polished porter service.

This assessment Dean Minchington is about seamless arrival and departure services,

teamwork and communication skills with people from different cultures as well as hotel knowledge and local information.

Reception (Level 4) turns out professional front desk employees who can attract guests by offering a warm welcome and exceptional organizational skills. They are shown problem solving skills, advanced communication, how to see fresh sales opportunities, process accounts and manage complaints.

How the programme works is detail provided by the ServiceIQ training advisor on 0800 863 693 of at intel@ServiceIQ.org.nz l

QUEST FOR BEST DRIVES SERVICED APARTMENTS

By Stephen Mansfield, CEO of Quest Serviced Apparments, New Zealand AS the gloss starts to come off New Zealand’s rock-star economy, the tourism sector is running red hot.

Predictions are it will overtake dairy as New Zealand’s biggest export earner, and for the first time, the country will soon reach the three million visitors a year mark.

Even Prime Minister John Key, who is also the Tourism Minister, was quoted in a recent interview saying tourism is growing and he expects this summer to be the country’s biggest for the sector.

Of course, tourism is not all about overseas visitors – domestic travel is a vital part of the sector, accounting for $13.4 billion of spending in the year ended March 2014.

And for Quest, this is our primary focus. We especially see good growth in the domestic corporate market, with 62 percent of bed-nights booked by the corporate sector. Quest Serviced Apartments is the fastestgrowing accommodation group in Australasia, and in New Zealand, Quest has been growing 10-15 percent per annum year on year.

New property openings, a refreshed brand direction and new initiatives across the group will all assist in taking the business successfully into the future.

Despite the hit from the global economic crisis, and de-branding of some Quest properties, the group grew its revenue performance over the last year by 17 percent.

In addition, around 90 percent of properties in the network achieved revenue growth over the previous year, while the remaining 10 percent were only slightly behind the previous year’s result.

Quest continues to increase its presence in New Zealand, and already we have two new property openings planned for 2016, in both Petone and Christchurch.

We have largely completed this round of regional growth for the foreseeable future and our focus now is to improve our representation in the key centres of Auckland,

Wellington and Christchurch By the end of this year, we will have opened three new Quest properties – Quest Nelson opened in June, Quest Taupo opened in July, and Quest Whangarei is set to open in September.

By the end of 2015, there will be 36 Quest properties throughout New Zealand, making us the fastest-growing accommodation group in the country. Our domestic corporate business comes from 4,700 corporate companies and SMEs, and the length of stay is increasing with some of our corporate accounts. The nonbusiness related traveller is still performing strongly with 38 percent of bed-nights booked by this sector.

An evolved brand direction was also partially revealed at our Business Forum to reflect the Stephen Mansfield values of Quest as a reliable, customer-focused and modern accommodation provider.

The evolved logo is designed to appeal more to the young, creative, innovative business traveller. As part of the Quest brand evolution, a new uniform will also be rolled out to all Quest team members, all of this complimenting the recent change in property signage.

As Quest continues to grow, we must also manage the challenges that come with success. It is imperative we maintain the guiding core principles on which the group was founded. These include continuing our sharp focus on meeting key stakeholders’ outcomes and exceeding the expectations of our guests, landlords and franchisees.

As we introduce new initiatives to meet these objectives, we mustn’t be distracted by side issues that may distract from our goals. Maintaining the long-term sustainability of the business is the key. l

hospitalitynz opinion

CHANGES MEAN FLEXIBILITY FOR SME’S Hospitality businesses are often bought and sold on a regular basis. One consideration for all sellers and purchasers of hospitality business is business continuity once the business has sold.

This gives rise to the question of what staff the purchasers of a business are required to take into their employment; and how much scope purchasers have to decide who to keep and who not to retain.

Part 6A of the Employment Relations Act deals with the issue of which staff must transfer to the new employer where a business is sold.

to the employment of the purchaser.

However an amendment to the legislation earlier this year means that SMEs with 19 or fewer employees are now exempt from the obligations under this legislation. This will be of benefit to a number of employers within the Hospitality Sector. There are however a couple of requirements which must be met.

Firstly, the 19 or fewer employees is a total figure, which includes all employees within a group of companies, therefore larger groups will not benefit even where their corporate structure arranges their businesses into separate entities. There is also a requirement for the purchaser to provide what is called a ‘warranty’ to the vendor of the business.

The warranty is a simple document which confirms that the purchaser of the business has 19 or fewer employees and as such meets the requirement for exemption

The purpose of the legislation is to protect particular groups of workers whose employment is classified as vulnerable.

The purpose of the legislation is to protect particular groups of workers whose employment is classified as vulnerable. These roles are often classified as vulnerable due to the often insecure nature of the roles (for example cleaning staff). The law came into effect a few years ago and has until recently effectively required the transfer of all employees classified as ‘vulnerable’

from transfer. Once the warranty has been received by the vendor the vendor can act accordingly and does not need to take steps to transfer any ‘vulnerable employees’. The purchaser may seek then to enter into dialogue with existing employees (before completion of sale) to determine which employees they would like to take into their employment.

The vendor should assist in any dialogue regarding transfer, but any such dialogue needs to take place well before completion so steps can be taken with employees who will not enter the employment of the new entity. These changes will be a welcome reprieve for a number of SMEs and provide more flexibility to employers to decide which staff they may wish to retain and which staff will not be required within their new business. l Nick Fagerlund is Hospitality NZ’s Legal Advisor.

0800 500 503

RED PLANET TARGETS VALUE THE Asian hospitality group Red Planet Hotels is transforming 24 of its properties into the Red Planet brand to redefine the value hotel experience.

The aim is a high quality, comfortable, technologically enabled stay in desirable locations at attractive prices.

Almost all of the brand’s guests are between 20 and 30 years old and this online generation has changed the dynamics of the hotel industry, the company says.

It has invested heavily in its IT platforms and launched a new loyalty programme called Remembered that is currently enrolling over a thousand members a month. l

FREEPHONE 0800 663 272 P +64 9 431 2470 E info@archerconcepts.co.nz www.archerconcepts.co.nz

FURNITURE FOR

ALL HOTEL AREAS ROOMS, SUITES, LOBBY, OUTDOOR, RESTAURANT, BAR, CONFERENCE, BOARDROOM & OFFICE

londiniumespresso.com helping you improve your guests experience

August/September 2015

29

newproducts

Schweppes Targets Adults

Schweppes has announced the launch of its new traditionals range, designed to appeal to adults looking for refined packaging, quality ingredients and authentic flavours. With more than 230 years in the soft drink market, Schweppes was the first ever soda brand in the world. The new Schweppes range has been supremely crafted and celebrates the brand’s heritage as a trusted and established brand. The range includes Classic Ginger Beer with brewed ginger, a new Spicy Ginger Beer in response to consumer demand for an ‘extra strong’ variant with an intense ginger kick, Light Ginger Beer with just four calories, Lemon Lime & Bitters and Old Fashioned Lemonade made with real lemon juice. “The new recipes have been established to meet consumer demand for an authentic taste,” said Jodie Timmins, brand manager adult and flavours at Coca-Cola NZ.

Pic’s Peanut Oil

After a customer used the layer of oil that had accumulated at the top of his forgotten peanut jar to cook chicken wings, Pic’s decided to create a really good peanut oil.

Pic’s Really Good Peanut Oil is cold pressed, extra virgin and made from the first crush of Australia’s unique hi-oleic peanuts. Pic’s Peanut Oil is full of flavour, natural antioxidants and is low in cholesterol.

For more information visit www. reallygood.co.nz.

Vegetable Hybrids

Cross-breed vegetables are gaining traction on menus. Kalettes are a brand new vegetable that combines the flavours of kale and brussel sprouts. The inspiration behind the new hybrid came from a desire to create a vegetable that was versatile, easy to prepare and looked good. A fusion of sweet and nutty, the result proved to be a new vegetable with great flavour. Similarly a combination of broccoli and cauliflower saw the rise of broccoflower also known as Romanesco that has been tapped as one of the trending vegetables for restaurants in 2015. There isn’t just hybrid vegetables sprouting up, but also a collection of hybrid fruits including pluot (plum and apricot) and tangelo (tangerine and pomelo).

Fruit Fix

Charlie’s legendary smoothie’s may not be the prettiest but are packed with flavour and are now available in a 1L pack.

Fruit Fix smoothie’s contain six serves of fruit, and in some cases vegetables and are dairy and gluten free. The new range is available in four different flavours including Spirulina, Kiwi Aloe and Kale, Berry and Acai and Mango and Coconut.

Charlie’s Fruit Fix contains no added sugar or preservatives and is not made from concentrate.

New Seafood Offering AUCKLAND’S Markwell Foods, the country’s largest importer of high quality frozen seafood, has a new product that looks ideal for hotels, pubs and restaurants. This newest product is Snap’n Crab and Lobsters. The line is ready to eat, has easy consumer access to the meat and carries a great taste and texture. The company is well known for its other brands of Shore Mariner, Markwell and Lamb Weston which are available from leading food service distributors. There is more information on the new product and the other lines at www.shore-mariner.co.nz or on the company’s sales line (09) 270 3311.

Organics For All

Chantal Organic is passionate about organics and whole foods and believe that they offer a better way of life for your health and the environment. The company has Chantal Organic and Chantal Natural brands present in the category. “We have Kale powder as a main product, emerging new products are kelp, beetroot, carrot powders,” says business development manager, David Alexander. The company’s dedicated team works together with local and international providers to ensure that the highest quality bulk, retail and fresh goods are available for its customers.

Charcoal Ovens Proven Over Time Josper ovens are an elegant combination of a grill and an oven in a single machine that is aimed at a very demanding profession. They are highly rated by steak houses, brasseries, tapas bars, bistro-cafes, traditional restaurants and haute cuisine. Josper Charcoal Ovens feature a combination of craftsmanship and technology in the manufacturing process allows us to achieve these standards in grilling. Josper uses the best high technology steel alloys created by and for Josper.

This means they can guarantee that their product can work continuously at an average temperature of between 300 and 350 degrees Celsius.

Design, robustness, technology, engineering and tradition make Josper a unique machine on the market. Their quality is reflected in our seals of approval and compliance with the highest international safety, health and environmental standards. A unique product out of Spain, the ovens are at

30

hotelmagazine.co.nz

100% OWNED

the high end of the market. The first one was supplied to Whitebait Restaurant (Old Whitehouse) in Wellington and Chef Paul Hoather has been very impressed. NZ distributor BCE Catering is currently installing another unit and the third one is on the way with more to come after receiving interest from Auckland, Hawkes Bay and Queenstown chefs wanting to use such an efficient, unique product.

Not only does it work 100 per cent with charcoal, it is a unique closed barbecue design allowing different levels of grilling. The charcoal grill stands out from other ovens for many reasons that include achieving optimal results with all types of food. Its high operating temperature allows chefs to grill and roast, preventing the product from baking.

For more information or to order visit www. bcecateringequipment.co.nz.

newproducts

Breakfast Toast

AUCKLAND specialist bakers Venerdi have come up with and organic sourdough bread called Six Seed that could become a healthy breakfast favourite over traditional buffet products.

The artisan bread has been developed for toasting and is a step up from previous product with the addition of 40% more seeds, including increasing the ratio of pumpkin seeds to create a nutty flavour.

The bread is a country-style loaf packed full of sunflower, pumpkin, linseed, quinoa, sesame and poppy seeds making it organic, gluten free, dairy free, low in sugar, vegan and low in fat. More information on www. venerdi.co.nz

Watercress Overtakes Kale

Despite kale surging in popularity, watercress ranks as the number one “powerhouse” vegetable, with the greatest concentration of 17 nutrients believed to be most important for preventing chronic disease. While the peppery, fresh and super healthy salad green has long been a staple in other countries, New Zealanders have only recently acquired a real taste for it.

Watercress is a member of the mustard family and despite being slightly bitter is a great addition to soups, sandwiches, egg dishes, dips or salads, working well with fruity dressings.

Also gaining popularity with restaurants is Japanese microherb Shiso. This herb is mainly used as a substitute for basil in many recipes.

The Skinny One

Not one to do things by halves, Charlies has launched a new sku with half the calories.

Customers wanted the same great taste but with less calories and Charlie’s have done just that with a range of different fruits, pure water and a dash of natural sweetener, Stevia. The Skinny One is available in four flavours, Orange, Tropical, Blackcurrant & Apple, and Raspberry & Apple.

Libertea Kiwi & Proud

Established in 2013, Antsun Ltd, a husband and wife team began selling Libertea at farmers markets. Now sold in selected Auckland stores, Libertea is looking to reach more health conscious consumers across New Zealand. An all-natural ‘fizzy’ drink with less than a pinch of sugar, Libertea ticks all the boxes for people that are increasingly becoming aware of the link between sugar and obesity and diabetes.

Focussing on the health giving benefits of organic green tea, containing L- thianine, an amino acid known for its fat- burning properties, Libertea uses stevia with zero calories to obtain the extremely low calorie profile. At less than ten calories a serving, the three flavour variants of orange & cranberry, rosehip & mint, lemon & ginger, offer a refreshing fizzy drink without the guilt.

Irinox CP ONE

Bakery and Pastry Holding Cabinet CP ONE is the new Irinox Holding Cabinet, designed to help bakeries, ice creameries, pastry chefs and the like, preserve their creations in perfect condition, while safeguarding the quality of flavours, colours and taste. These cabinets work with both positive and negative temperatures (ranging from -30°C to 15°C) and with up to 3 humidity levels you are guaranteed no sudden temperature change, even if the door is opened frequently, ensuring maximum levels of quality preservation.

Three functions, one unique cabinet Air Management System: This innovative ventilation system keeps sudden temperature changes inside the cabinet to a minimum. It also provides perfect air circulation between the trays for ideal preservation of products, without them getting too dry or moist.

Sanigen® (Optional): The patented Sanigen® sanitising system keeps the entire holding cabinet purified, without bacterial contamination. With round the clock sanitisation, Sanigen® guarantees fresh, healthy air and improves the shelf life of products. It also eliminates odours and blocks the exchange of fragrances between food products.

Humidity Management System: The humidity control system has 3 different settings ranging from 50% to 90% and temperatures from 0°C to 15°C, allowing the preservation of any food type and guaranteeing maximum levels of customised preservation. * Available as standard in two half solid doors (glass doors & single door options available on order)

0800 947 5673 skope.com

August/September 2015

31

32

hotelmagazine.co.nz

100% OWNED