Hotel Magazine // August/September 2016 by Review Publishing Ltd

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THE BUSINESS OF HOTEL MANAGEMENT

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August/September 2016 â&#x20AC;¢ Vol. 2 No. 5

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DIRECT ONLINE BOOKINGS Over recent years, the number of online bookings has increased at an enormous rate but it is every operator’s dream to have most of them direct. That’s not a huge ask when you consider probably more than 70% of New Zealanders own a smartphone and it is likely to be higher overseas. The problem simply is getting their attention and attracting them to your property. While OTA’s are an acceptable addition to your business (and for some smaller operators, the main driver), many are now recognizing that the time for complacency in booking sources is over despite the industry enjoying a healthy hospitality economy over recent times. It is now time to focus on bottom line profits by shifting share to direct business. And for some, the promotional cost of sourcing direct business is now paying off even though millions are being spent by the OTA’s on television all around the world – including New Zealand. Of course the most successful in attracting direct business are the big brands that are recognized internationally with many local or different names missing out. The danger of OTA’s and group booking sites that every man and his dog are now running is that your establishment may finish up attracting

bargain hunters with the battle becoming a race to the price bottom not unlike the competitive grocery industry. We’re fortunate that there are still enough travellers to fill our rooms in New Zealand as the tourism market continues to grow but our problem continues to lie in the shoulder and off seasons that only direct promotion by the industry can solve. Certainly the OTA’s are doing nothing to bolster activities and bookings at these other times of the year – their booking facilities are just that and don’t drive traffic when we need it. That’s over to us and to the industry bodies set up to drive the country’s appeal. Our real target is driving visitors from opposite seasons and offering appealing reasons on direct bookings will go a long way to dragging those OTA commissions back to our bottom lines.

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@thereeshotel Peter Mitchell, Publisher, peter@reviewmags.com

thenumbers In 2015, the average daily hotel rate for Asia Pacific was $108.79USD The Crystal Lagoon at San Alfonso del Mar Resort in Chile is the world’s largest pool holding 66 million gallons of water.

Cruises are predicted to expand their passenger capacity globally from 415,000 to 521,000 by 2018.

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PUBLISHER: Peter Mitchell, peter@reviewmags.com MANAGING DIRECTOR: Tania Walters, tania@reviewmags.com EDITORIAL DIRECTOR: Sarah Mitchell, sarah@reviewmags.com EDITORIAL TEAM: Thomas Fowler, tommie@reviewmags.com Rossella Quaranta, rossella@reviewmags.com

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The first Capsule Hotel was opened in Japan in 1979 featuring the first ever Sleeping Pod.

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Occupancy rate in America in 2015 was the highest it has been in over a decade at 65.6 percent.

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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.

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August/September 2016

TOP KIWI LUXURY SPOTS MAKING THE DIFFERENCE IN LAUNDRY

With a staff complement of 12 in its Auckland office and more than 50 accredited service agents supporting the company across NZ and the Pacific Islands, ELS New Zealand Ltd has built a solid position in the laundry business. The company has over a century of combined experience, marked by a continued commitment to meeting its customers’ bespoke needs. Having been part of the Electrolux group until becoming an independent wholly owned NZ business in 2000, ELS has traditionally carried the Electrolux brand, renowned worldwide for creating the best, most reliable and efficient commercial laundry equipment. Since its inception in 1902, Electrolux has become the number one commercial laundry solution in Europe, and the preferred supplier for hotel chains such as Marriott, Radisson, Hilton, Louvre and NH, just to name a few. Suffice to say that the first front-load washer was an Electrolux invention, along with the Barrier Washer solution in 2003 to help reduce healthcare associated infections. Customers span a broad range of industries, including hospitality, laundromats, healthcare, and public and private industry. Sustainability is, of course, an integral part of the business. “It talks to the heart of increasing profitability for our clients,” said Justin Treagus, general manager, ELS. “So, for us, it is built on a passion for providing our customers with efficient, longterm, smarter laundry solutions that reduce the overall cost of ownership and running inputs.” ELS provides the most energy efficient dryers in the market, and washers with unique water and detergent saving features, making a significant impact on both the environment and bottom line over an expected machine life of 30,000 hours. In latter years, ELS has complemented its service range to include solutions ranging from niche professional use to large-scale industrial work. Its latest addition is the LG range of commercial laundry equipment, whose size, product reliability, low maintenance cost, and energy and space saving is an excellent fit for NZ smaller hotels, motels and guest laundromats. “Whilst we are confident that we provide the best equipment to the NZ market, it is our special commitment to after-sales service that sets us aside from our competitors, said Treagus.” l

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Travel and Leisure magazine has named a Kiwi hotel, island and airline among the world’s best. Taupo’s luxurious Huka Lodge came third on the list of the 100 best hotels in the world, ranked above any Australian accommodation providers. When it came to ranking the top islands in the world, Auckland’s very own Waiheke Island was ranked fourth in the world, beating out Maui and Santorini. The magazine also rated Air New Zealand as the seventh best international airline. Top spot for best hotel in the world went to Niwhitu hotel in Sumbu, Indonesia. l

GOUGH APPOINTED AT BEST WESTERN

Best Western Hotels and Resorts have appointed Kevin Gough to the new role of New Zealand general manager. Based in Christchurch, Gough will be responsible for growing the brand in New Zealand. He previously managed Golden Chain Motels and Top 10 Holiday Parks and held the role of Conventions/Incentives manager with Tourism New Zealand based in Sydney. “I’m really excited to be selected by one of the largest hotel chains globally, that is also quite uniquely a not for profit international marketing cooperative, solely existing for the benefit of members,” said Gough. “I’m looking forward to rolling out our fresh new rebrand and launching our new premier sub brands in New Zealand, Best Western Plus and the Best Western Collection.” l

MAKING WAVES IN INDUSTRY Nelson-based company Capstone Hotels & Resorts is making waves in the Australasian hotel management industry with two of the properties in its portfolio being named as finalists across three categories in the hotly contested Australasian Hotel Management Awards. The awards consist of 41 award categories and attract a large number of entries from hotels and resorts in Australia, New Zealand and the south Pacific. The industry recognition came in the same week as Capstone signed a sales and distribution agreement with Castaways Resort in Waiuku, bringing Capstone’s portfolio to seven properties including Mahana Estate near Nelson and Raetihi Lodge in the Marlborough Sounds. Captsone’s Australasian Hotel Management Awards entry resulted in

Mahana Estates executive chef Alistair Forster being named as a finalist in the Hotel Chef category, one of only three New Zealand chefs to make the list of finalists. Mahana Estates Villa was named as a finalist in both the New Zealand Lodge and New Zealand Regional Property categories and Raetihi Lodge was also named in the NZ Lodge category. “This is a very exciting time for our growing business,” said Capstone managing director Clare Davies. “We are delighted that the very high quality achieved by properties within our portfolio is being recognised internationally and we are proud to provide our expertise to some of New Zealand’s best travel destinations.” Winners will be announced in Sydney in September. l

SHOWCASE TO EXCITE INDUSTRY One of the most respected hotel exhibitions in the Asia Pacific region is set to arrive in Auckland this September. The AccorHotels Showcase (formerly known as World of Accor) will take place at the Pullman Auckland and will provide New Zealand travel agents, wholesalers, corporate clients, tourism partners and MICE organisers the opportunity to discover AccorHotels accommodation trends, news and stunning resorts from across the world. Joined by AccorHotels’ executives representing more than 4,000 hotels and

resorts worldwide from South America, Asia, Australia, Fiji and New Zealand, the Showcase will offer an insight into the group’s new developments, products and services alongside key industry partners, and it will be the first time that the group’s newest acquisitions including Fairmont, Raffles, Swissotel and OneFineStay will be included. This year, the AccorHotels Showcase celebrates its 13th visit to New Zealand. To register, visit www. accorhotelsshowcase.com/client-rsvp. l

IN TOWN ON ‘BUSINESS’ Three hotels in New Plymouth have been conned by a Taranaki man who racked up a bill of $15,000 worth of food and accommodation costs. Although guest Javon Laurie Paul Reweti-Evans promised operators to settle the bill, he escaped out the back door of one luxury accommodation property when confronted by staff. He told staff across the three hotels involved that he was in town on business and would settle the bill at a later date. The man was tracked down after an extensive police investigation,

where they found him living at his parents’ home in Hawera and he pleaded guilty in court to two counts of obtains by deception. “He’s 25 with no previous convictions and then gets into this sort of situation,” said Judge Garry Barkle, who was intrigued by the situation. Hotels involved in the case were Waterfront Hotel, Auto Lodge Hotel and the Quality Hotel in New Plymouth, all representatives declined to comment. l

FINO WELCOMES PETS Christchurch’s newest central city hotel has opened and is welcoming humans and their pets. Fino Hotel & Suites is believed to be the country’s first pet friendly hotel allowing pets to sleep, stay and play in the same room as their owners. The 52 suite 4.5 star Qualmark hotel is a seven story building that has recently completed a major $15 million refurbishment and earthquake strengthening. Located in Christchurch’s CBD, Fino Hotel & Suites is owned by Select Hotels and Resorts International

who also own the Braemar Lodge in Hanmer Springs. “We are excited about our location, our hotel will cater to a wide range of guests looking to stay in Christchurch’s CBD, we’re just a three-minute walk to restaurants, shops and city amenities,” said hotel general manager Dilan De Silva. “We are also unique being the first hotel in New Zealand to welcome pets to stay with their owners.” There are three pet suites, where domestic and house-trained pets will be allowed to check-in and stay with their owners. l

TEKAPO HOTEL GETS TICK

A new commercial development in Tekapo has recently revealed its plans for the first stage. Located on Lot Six of the Lakefront Development site, the proposed facility will feature a café and hotel accommodation as well as covered and open-plan car parking and is expected to be completed in stages. Plans for the other sites part of the development include a 92-bed hostel, a licensed café, five-star hotel, supermarket, as well as the existing town centre. l

HISTORIC ESTABLISHMENT NOW HISTORY After 123 years, The Café de Paris hotel and bar has been demolished in the heart of Palmerston North. Neighbouring New Railway Hotel backpackers owner Gary Young told the NZ Herald there was significant

damage following a fire 18 months ago and the cost to repair would be just too expensive to ensure it was brought up to current building standards including earthquake strengthening and fire safety requirements. l

August/September 2016

FOCUS ON FUTURE

As apps integrate themselves into every aspect of daily life, hotel giant Marriott International has recognised the importance of integrating new technologies to improve customer experience. Alongside its merger with Starwood Hotels & Resorts Worldwide Inc, the company is rolling out new technology driven amenities including the ability to skip the front desk at check-in, order room service via a mobile app and log in to Netflix from the hotel-room television. “Technology is much more pervasive in the company than it once was, which allows us to have interactions with our guests at many more touch points during their stay, and not just when they’re within our property,” said Bruce Hoffmeister, global chief information officer, Marriot International. The integration has opened up new lines of communication with guests, which can occur before, during and after their stay, which gives the company the opportunity to craft an excellent customer experience. Mobile check-in and check-out has been fully implemented across the chain, with digital entry using smartphones as a key to open the room in its pilot stage and expected to grow rapidly. l

IN-ROOM TALKING INTERFACE Voice commands in hotel rooms are in the near future for guests. Simple voice command technology is already available with many American homes using Amazon Echo, an internet-connected voice interface that connects people with Amazon’s Alexa voice service providing on-demand music, TV audio books and travel information. Geeky guests are looking forward to finding an Amazon Echo or similar device in hotel rooms, but not everyone is convinced saying it could be confusing and even frustrating for some guests. Some hoteliers are behind the new technology saying it would not only add value to their guests’ stay but also lead to cost savings on concierge services, or reduce the number of phone operators answering

guest questions. Picture guests lying in bed and call out, “housekeeping, I would like some extra towels please,” or, “room service, I would like to order the steak, medium-rare for 7pm”. l

LITTLE APP EXPANSION Existing customers of Little Hotelier can now add the App to their iPhone or iPad free of charge, taking the service mobile. The company, which provides a front desk and reservation system for small hotel owners have taken the step into mobile applications, beginning with the Apple AppStore. “We have learnt through out customers that small accommodation providers the world over are recognising that modern technology can give them the freedom they need to keep an eye on their property without physically being there,” said Nicolay Alexiev,

product manager, Little Hotelier. The app can be used by existing customers to manage multiple properties, while receiving instant notifications of new guests booking, being able to check room availability, and having full control over reservations, room closures, check-ins, and check-outs. While the app is only available for Apple devices at this stage, an Android version is planned to be released later in the year. l

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CLASSIC AND CHARACTER IN CBD

Four beautifully presented freehold strata units set up as a bar, restaurant, kitchen, conference facility and office are for sale within Auckland’s Old Magistrates Courthouse at Metropolis with a total area of some 933m2 over two levels. The lounge bar can cater up to 120 guests, the dining room

seats 70 for dinner at round tables and 110 for cocktails and the meeting room has seating for theatre style events. In its existing state the neutral, tasteful and modern décor complements this grand old building, and is the perfect blank canvas to operate a hospitality business. An outstanding opportunity now exists to secure one of the most desired character spaces in Auckland’s CBD. There is the option to purchase in sections or whole. For Sale by Deadline Private Treaty closing 4.00pm, Wednesday 31 August 2016 (unless sold prior). Level 3, 50 Kitchener Street, Auckland City www.barfoot. co.nz/71940 For more information and a detailed Information Memorandum please contact Andrew Clark, 021 500 074, a.clark@barfoot.co.nz or Reese Barragar, 027 555 2122, r.barragar@barfoot.co.nz. l

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SIGNIFICANT TOURISM ASSET One of Hamilton’s largest hotels, the Ambassador Hotel is being offered for sale as a freehold going concern through Dean Humphries of Colliers International. Prominently located on the doorstep of Hamilton’s CBD with frontages to Ulster, Victoria and Mill Streets, the Ambassador Hotel is uniquely positioned in the local marketplace offering a wide choice of room types ranging from 3.5 star selfcontained units through to new 4.5 star self-catering studio apartments. Hotel amenities include a restaurant, bar and café, two conference rooms, reception/lobby, fitness centre, outdoor swimming pool and 72 on-site carparks. According to Humphries, Colliers International’s national director of hotels, the hotel represents an exceptional opportunity to acquire a significant tourism asset in one of New Zealand’s fastest growing regions. “With many hotel investors electing to hold on to their assets and take advantage of extremely buoyant trading conditions, the Ambassador Hotel represents an exciting opportunity to buy into the fast growing New Zealand tourism sector, especially given it represents an exceptionally well-located and established hotel,” said Humphries. A recent report, called ‘Project Palace’, commissioned by Tourism New Zealand, New Zealand Trade and Enterprise and the Ministry of Business,

Innovation and Employment identified a ‘critical shortage’ of hotel rooms throughout the country’s five largest tourism regions with international visitor arrivals forecast to increase by 45 percent from 3.1 million per annum in 2015 to approximately 4.5 million per annum by 2022. Humphries, a co-author of the Project Palace report, noted trading conditions in the New Zealand hotel market is now at record highs buoyed by continued growth in visitor arrivals and virtual hiatus of new hotels being developed. The report also suggests that regions such as Hamilton would likely see immediate benefits as a result of the current tourism boom given Auckland is now at virtually full capacity during peak trading periods, forcing visitors to look elsewhere for accommodation. “Hamilton has become a major ‘hot spot’ for hotel assets given it is only 90 minutes from Auckland International Airport, is home to a wide range of demand drivers, and is located in close proximity to many of the North Island’s key tourism destinations such as Hobbiton, Waitomo Caves and Rotorua,” said Humphries. The Ambassador Hotel is currently operated under franchise agreements to Choice Hotels and is available for acquisition with vacant possession if required. For more information please contact Dean Humphries on 09 358 9896. l

August/September 2016

NOW IS THE TIME TO SELL

The accommodation industry attracts individuals from all walks of life from retiring farmers to young couples, families and professionals looking for a change. Over the past few months LINK has noticed a huge shift in the market, sales are increasing in the central North Island and the value of tourism businesses are being driven up. We believe this is due to a lot of factors, from the house price inflation, downturn in dairy, low interest rates, increase in tourism into NZ and rising population numbers. According to LINK hotels and taverns with gaming machines and/or wholesale liquor outlets are particularly popular. “There wouldn’t be a week go past where we are being asked by buyers when our next opportunity is coming to market,” said Nuree Allan, managing director, business broker at LINK Bay of Plenty and Waikato. “Also 80 plus room hotels, they rarely come on the market and are in high demand from other hotel operators and overseas buyers. Recently LINK BOP and Waikato had the pleasure of completing the sale for the Hotel Armitage in Tauranga for an undisclosed eight figure sum.” If you are thinking about selling your tourism business, here are a few tips to help in obtaining the best value.

PROFIT & LOSS ACCOUNTS “The purchaser and their advisors will calculate the return on investment from the previous 2-3 year profitability illustrated in the financial accounts, therefore it is important these financial documents are up to date and completed for the purpose of sale by your accountant.”

CHATTELS “It is important to have a complete and current list of chattels to present to a purchaser, as this also forms part of the business assessment. Any

TOP PERFORMING MOTEL LEASE 18 rooms, 35 year lease from 2009

A beautifully presented motel located in a prime location on Western Hills Drive (SH 1) in central Whangarei.

The motel has a range of room sizes, some with interconnecting doors for added flexibility. The chattels have been upgraded on a regular basis during the past couple of years. The complex is presented in ‘as new’ condition. Owners accommodation comprises of a spacious 3 bedroom, 2 bathroom home with ample storage. A fully enclosed, private courtyard, with easy access from the lounge area provides good indoor outdoor flow. The business has traded consistently well for the last three financial years (under present ownership) and has established a name for itself, as a quality accommodation provider. The strong business performance will appeal to a variety of potential purchasers and generous vendor finance is available to approved purchasers. The vendors are very experienced in the industry and have developed excellent systems to ensure smooth business operations are in place. Naturally, they will offer plenty of assistance to a new owner.

Asking Price: $850,000 Contact Michael Osborne on 027 242 6881

Link Business Broking Ltd REAA08

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damaged chattels should be removed or repaired as many buyers see these defects as an opportunity to support a lower offer to purchase.”

PRESENTATION “You only get one chance to make a great first impression, so eliminate any opportunity for a purchaser to be negative, ensure all required maintenance has been completed. Have the gardens groomed and the complex looking at its absolute best. Ensure all the information on your website is also up to date and professional. As the saying goes ‘a picture paints a thousand words’, this is your opportunity to entice a buyer within moments of viewing.”

REGISTERED VALUATION “If you are selling the freehold it will speed up the sale process if you have a current registered valuation in support of the price, as most lenders will request this valuation when considering the borrowing capacity of a purchaser. This is likely to be the biggest sale you will make and investing in a registered valuation will increase the chances of a satisfactory outcome and a shorter sales process.”

LEASES “Motel leases account for a high percentage of motel transactions, therefore along with financials, the length and terms of a lease are critical to the overall business value. Typically the longer the lease, the higher the value, it is more common for new leases to be in excess of 30 years and most buyers are looking for a minimum of 25 years. Lease extensions can be granted by lessors at an extra per annum cost of the requested extension. There is no specific formula when calculating the ‘per year’ lease cost to extend a lease, each situation is different and negotiated between the lessor and the lessee, giving consideration to the location, age and condition of the motel. If the remaining lease is less than 15 years it is advisable to seek confirmation of a lease extension for the landlord prior to selling to maximise the motel value. When choosing a LINK Business Broker you will experience respect, confidentiality and generosity of spirit from a team with knowledge and negotiation skills essential to achieving premium results with integrity.” For more information contact Nuree Allan, nureea@linkbusiness.co.nz or 0800 225 999. l

Classic, Character & CBD

Four strata units, 40 Kitchener Street, City Centre An outstanding opportunity to secure one of the most desired character spaces in Auckland’s central core is now available in the Old Magistrates Courthouse at Metropolis. Comprising four freehold units set up as a bar, restaurant, kitchen, conference facility and office of some 933m2 over two levels offers owner-occupiers and investors the ability to take advantage of this iconic slice of Auckland’s CBD.

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This property has it all – bar, restaurant, kitchen, office and conference facilities. Keep the same or change use.

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933m2 over two levels comprising 4 Freehold Units

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Combined CV’s: $4,660,000 (July 2014)

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Vacant possession

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There is the option to purchase in sections or whole. Don’t miss out on the high growth area undergoing significant development and enquire today for a full information memorandum.

Fully restored heritage building finished to a very high standard, including lasting materials

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Opportunity for operators, owner-occupiers and investors

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Add-value, occupy or lease up

For Sale

Andrew Clark

Deadline Private Treaty closing 4:00pm, Wednesday 31 August 2016 (unless sold prior). L3, 50 Kitchener Street, Auckland City

021 500 074 | a.clark@barfoot.co.nz

www.barfoot.co.nz/71940

027 555 2122 | r.barragar@barfoot.co.nz

Reese Barragar

August/September 2016

HISTORIC BUILDING TO BECOME HOTEL The iconic Admiralty Arch in Westminster, England will soon be transformed into a 100-room hotel. Built in 1910, the Grade 1-listed historic building was a monument to the British Navy and a memorial to Queen Victoria and serves as a gatehouse to Buckingham Palace. Former residents included Sir Winston Churchill, James Bond creator Ian Fleming and Queen Elizabeth II. The new refurbishment will see the hotel include a spa, private residences and a private members club. Owners of the private residences will have access to a 24-hour concierge service and security team, valet parking services and al lifetime membership to the private members club. Currently, there are 12 premier hotel groups worldwide that have expressed interest in managing the property. It is expected to be finalised next year. l

OPEN-AIR HOTEL

Accommodation provider Null Stern in the Swiss Alps has taken on a new approach to the traditional bed and breakfast scenario with its new open-air hotel where they have completely eliminated all walls and has no roof. It is located 6,463 feet above sea level and costs around US$210 a night. The room consists only of a bed and lamps on nightstands, and the bathroom is a five-minute walk down the mountain Translated into English, Null Stern means ‘zero stars’. “The star is not the hotel but each guest,” said Daniel Charbonnier, co-founder of Null Stern. “We got rid of all the walls and the only thing left is you and your experience. Each room offers guests a wonderful panoramic view of mountains and the stars at night. Switzerland becomes the hotel.” Instead of room service, a personal butler stays in a cabin nearby preparing guests’ meals including dinner and breakfast in bed. l

HILTON BEACHTHEMED PROPERTIES

The great-granddaughter of Conrad Hilton, Paris Hilton has announced she will launch her chain of luxury beachthemed hotels, with three properties planned for Dubai, New York and Las Vegas. Following the opening of a series of beach-themed nightclubs in the Philippines, Hilton was inspired to launch three new hotels in some of her favourite cities. Sister Nicky Hilton operates properties under the Nicky O brand in Chicago, Miami and Paris that are the latest to join the family tradition. The new properties will not form part of the wider Hilton group. l

FLYING POD HOTELS

A conceptual proposal has been put together by global architecture firm HOK that details a fleet of drones serving as portable hotel pods giving people access to remote locations. The proposal was recently named a finalist in the Radical Innovation Awards that are acknowledging forward-thinking designers in the hospitality industry. “The Driftscape hotel allows guests to experience breathtaking locales from the comfort of their personal Driftcraft,” said the design team for HOK. “While inside the unit, guests have the ability to experience a pre-selected excursion path of their choosing.” The design looks to connect the three of the larger pods for guests with an Oasis base that would offer a communal lounge, a restaurant and a courtyard. Plumbing and biosystems for the pods would be developed by the aerospace industry. l

ROOFTOP GLAMPING

Luxury camping is now available for guests wanting to stay in New York’s concrete jungle. The ‘Outdoor Glamping Suite’ at the W New York in Manhattan gives guests the sweeping views of the city and enjoying an urban ‘rustic-luxe oasis’ on the deck of it’s 17th floor. The terrace suite has been fitted out with fairy lights, lanterns, and egg chairs giving it a modern chic feel all on a patch of fake grass. This isn’t the first time a high-rise hotel has offered guests the chance to sleep under the stars AKA Central Park set up a penthouse suite in an outdoor bedroom that was even complete with a high-tech telescope for stargazing. l

FLUID DESIGN FOR PARIS Spread over two floors the new OFF Paris Seine Hotel has finally launched after several years in the making. The structure is made from two catamaran-style vessels and is a floating hotel along the Seine River and is the latest and coolest new place to experience the city. A first for France, the floating

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hotel includes a restaurant, bar, 54 rooms and a dipping pool right down the middle. An indoor-outdoor flow was taken into consideration when designing the new hotel, designers Maurizio Galante and Tal Lancman wanted to embrace the water that surrounds the boat. l

SOUTHERN OCEAN TO COUNTRY HUTS “Nothing is tougher than a Speed Queen,” said Duncan Gardiner, NZ sales director for Speed Queen. “We’ve had customers deploy our washers and dryers in incredibly harsh environments to handle almost ridiculous laundry loads. Imagine how tough your equipment has to be to dry clothes on a fishing vessel in the Southern Ocean! When durability is a fundamental requirement, customers nearly always choose Speed Queen. There are back country huts in the remote New Zealand bush that have had our equipment airlifted in – you don’t want to have to call a service agent too often in those locations.” For over a century Speed Queen has produced commercial laundry products that are not only built better, they last longer. As the world’s oldest manufacturer of laundry equipment, the company understands that every establishment has different needs, so provide a range of products to suit the smallest bed and breakfast or the largest hotel. In 1908 Joe Barlow and John Seelig, two industrious hardware store owners, purchased several hand-powered washing machines. After experimenting with the washing machines, the duo devised a way to increase their efficiency through high-speed gearing. Shortly after they purchased the manufacturing rights from a company in Kansas to start Barlow & Seeling Manufacturing, they began producing washers. In 1928 they changed the name to Speed Queen, and the legend was born. Word spread quickly about the inventors after they built the first washer that was powered by an electric motor. A first in the industry, Speed Queen invented nickel copper tubs, which were changed out for stainless steel in 1939 and are still used in its machines to this day. Today, the company continually strives to build the best washers and dryers backed by the industry’s finest service and support. Currently, the production facility in America has expanded from its humble beginnings to over 120,000 square feet. This opened up what Speed Queen can offer its customers as it continues to push the boundaries of laundry performance with ground breaking innovations like Dynamic Balancing Technology and the revolutionary patentpending baffle designs that combine to deliver even cleaner clothes. From the largest hotel or holiday park, to the smallest bed and breakfast, Speed Queen provides ultimate quality and reliability. Whether establishments need to maximise laundry

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throughput and efficiency or provide robust, simple-to-use self-service laundry equipment, Speed Queen’s extensive range has a perfect solution. “The majority of new laundromats choose Speed Queen equipment” said Mr Gardiner. “That’s partly because of their environmental footprint, but it’s also because they are so rugged they can withstand the tough environment of a self-service laundromat.” When it comes to the machines, all are tested to deliver on being commercial grade, built for long-lasting performance made using metal instead of plastic. They are built with rugged, commercial grade construction materials and

Commercial laundry customers depend on wash quality for their livelihood, which is why they rely on Speed Queen to deliver laundry equipment that makes no compromises. pushed beyond their limit in the company’s state of the art test lab, ensuring unmatched durability. Strength comes from within, and Speed Queen machines aren’t just domestic washers in a bulky shell and stand up to any commercial laundry challenge. ” It shouldn’t be too much to ask that linen and clothes are clean and undamaged after a wash and dry, so Speed Queen has continually strived for the best possible clean with machines that move water through clothes and clothes through water for a more thorough wash. “Our new smooth stainless steel wash tubs are easier on linens when they brush against it so Speed Queen

machines don’t wear on fabric,” said Gardiner. “Commercial laundry customers depend on wash quality for their livelihood, which is why they rely on Speed Queen to deliver laundry equipment that makes no compromises.” The company has developed ground-breaking innovations to maximise cleanliness, evidenced by the revolutionary Speed Queen front load washers. In 2014, this leading manufacturer raised over US$20,000 to support breast cancer research and awareness following a two-month partnership with the Breast Cancer Research Foundation and the sale of limited-edition pinkaccented washers and dryers. “This is the second year of our partnership with BCRF surrounding Breast Cancer Awareness month and we decided to set our fundraising goal even higher,” said Jay McDonald, Vice President of Speed Queen’s parent company Alliance Laundry Systems. “With the help of our distributors, independent retailers and customers, we are pleased to donate more this year to the organisation.” Speed Queen has over 100 representatives around New Zealand that will visit owners and managers on-site and not only set up the equipment for customers, but also train staff. Schedules and strategies are put together to guide customers through every aspect of on-premises laundry, from initial setup to laundry design, to service and maintenance alongside their unrivalled support. “We make sure that they’re not overcapitalising and getting the right amount of equipment to meet their needs. Establishments should be saving between 30 and 40 percent of what they spend to have it laundered off-site.” Another benefit is the control that it hands back to the establishment, the turnaround is sufficiently faster with a better result because of it being on-site. “That saving includes lease payments on the equipment, utilities and electricity as well as staff costs.” The company provides machines to hotels, Housing New Zealand Corporation, prisons, and universities. “When customers purchase a Speed Queen machine, they are investing in a global network that offers comprehensive service and support. We offer everything they need to take total control of laundry systems, with the most profitable machines in the industry.” With over 100 years of commercial quality and expertise, Speed Queen has continued to offer its customers a dependable line of washers and dryers it claims every cycle, every day, out performs any other machine on the market. l

MINUTES WITH...

SHAUN RYAN

SKYCITY

After stumbling into the role, Shaun Ryan began his hospitality career as a porter at the bottom of the ladder and has worked his way up to Chief Concierge at Auckland’s SKYCITY hotel. With no formal training in hospitality or tourism, he has taken the challenge to learn as he goes, picking up tips and tricks from various senior figures he has worked with. “My first Chief Concierge and mentor had worked in hotels in London and was a huge influence on me in regards to my professional development and learning what the traits and skills of a good Concierge are,” said Ryan. His day starts with a 4 am alarm, getting ready to catch the shuttle at 5 am for handover from the night staff at 5.30. Greeting guests, booking taxis, reserving restaurants, arranging couriers and giving out maps are part of the expected list of responsibilities, although he finds it exhilarating to be given daily out-of-thebox challenges. Some of which include making plans for a last minute wedding or finding a replacement part

for a guest’s boat in New Caledonia requiring quick thinking and innovative problem-solving skills to meet customer requests. As the Chief Concierge, he is expected to have a thorough understanding of the city and is constantly on the lookout for new spots for guests to enjoy. This way he can ensure the guest’s stay is as seamless as possible, all with a big smile on his face. Learning from the best is Ryan’s ultimate advice, explaining that it is not always about what you know but rather who you know. Being a part of the concierge society, Les Clefs d’Or, has been a huge help in this, an organisation designed to bring different concierge workers together forming a community of supportive people. “It would be great to have a full concierge team at SKYCITY who were all Les Clefs d’Or members.” To this day he says his biggest accomplishment has been receiving his gold crossed keys when he was accepted into the society. As technology and the freedom of information continues to grow, guests are now coming to the concierge already equipped with researched places and plans, asking for advice rather than having them create a plan from scratch, which is the biggest change Ryan has witnessed in his career. With a young family to look after, he does not see any work travels on the horizon, although he is interested in areas including Queenstown, Hawaii, Tahiti, and Brazil when he has more freedom to work around the world. l

August/September 2016

CQ HOTELS WELLINGTON

Beginning as ‘The People’s Palace’ in 1907, CQ Hotels in Wellington have taken a loved historical building and renovated it while keeping a strong ongoing relationship with the surrounding local organisations. The space was originally owned by Phil McGaveston and Rex Nicholls before being joined by a team of three directors, Tim Holmes, Les Armstrong, and Robin King in 2007 when two new sites were built, the Quality Hotel and the Wellington Apartments. Olivier Lacoua, who joined the team as general manager in 2010 brings to the company international experience, having worked in places including France, America, the United Kingdom and here in New Zealand. His time working for Accor NZ, Mercure Wellington, and Louvre Hotels has equipped him with the skills needed to ensure CQ Hotels thrives. “We are particularly passionate about working with and supporting local organisations within the community and feel being socially responsible as a workplace is the right thing to do,” said Lacoua. The focus on providing a great workplace has led to a range of awards and accolades being swept up by CQ, including the 2015 Best Employer award from the ACC Attitude Awards which recognised the hotel’s dedication to providing equal employment opportunities. Also on its list of awards is the 2014 Good Business Eggs Awards which are run by Business and Community Shares, a growing membership of national businesses and community organisations that share information and skills between members. Most recently the team was awarded Team Gold at the Wellington Gold Awards in July, with specific recognition given to the hotel’s ongoing investment in team-bonding events which encompasses upskilling and mentoring programmes as well as staff involvement in the community. Accessibility is top of mind for CQ, being the first in New Zealand to be rated by the Be.Accessible organisation and the first to introduce staff sign language training as to communicate better with deaf guests. On top of this, it was also the first restaurant in the country to launch a New Zealand Sign Language Menu and employ three deaf people to assist in the unique dining experience. “The hotel made a commitment for staff to be engaged and learn New Zealand Sign Language since 2013. It has been a huge success with 12 staff completing the course run by Deaf Aotearoa, which will continue to be offered to more staff on an annual basis.” The dedication to providing an accessible and inclusive hotel has had great effects, with a 20 percent increase in turnover over the last three years and occupancy rates increasing 7 percent for the Comfort Hotel and 6 percent for the Quality Hotel. This also led to a $100,000 refurbishment to its café to ensure it was accessible for all. The process saw a step to the café being knocked out as to allow guests in wheelchairs and other mobility impairments to enter with ease as well as extending the café to offer a bigger space. There are also plans to undergo an extensive refurbishment of the Comfort Hotel, the 3.5-star property, in conjunction with Diana Potter from Fabrics Direct. The refurbishment is set to work with the character of the building while incorporating contemporary touches. A concept room has already been decided on, which uses elements of texture and colour to create more space, lending itself to developing a more comforting atmosphere for guests.

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“Diana has experience running her fabric company, with an excellent knowledge of how colours work in spaces to help lift people’s moods and feelings. This was demonstrated through the concept room that received great feedback from not only the board of directors but also from our guests.” Other improvements include working with a food consultant to revamp the dining options at the hotel, working at increasing its Be.Accessible rank from gold to platinum, increase international profile by working with organisations including Tourism NZ and Positively Wellington Tourism, as well as reaching a one million customer goal by 2023. “When the 100,000th guest was reached in 2014, we celebrated by surprising the guest with a prize, balloons and cake. As a team, we celebrate the key milestones in this journey and make this goal a number one priority in everything we do at the hotel, said Lacoua.” l

AESTHETIC ADVENTURE Change up your hotel’s look in an exciting new way with Wallpanels from Casamance. Let your guests go on an aesthetic adventure during their stay. Each piece is a rich, textured, opulent and dreamy work of art. Some designs feature mirror effects or iridescent sequins and foils that add to each piece. Unleash your hotel’s potential with 60 designs that are washable, wipeable and easy to install. Available through Westbury Textiles. For more information contact sales@westburytextiles.co.nz. Want your product featured? Contact sarah@reviewmags.com

NEW SUMMER EDITIONS Two scents from ECOYA’s limited edition range for summer has been launched. Sweet Papaya and Melon and a Citrus and White Magnolia have joined the collection and are available in the iconic ECOYA Madison Jar and recently released Mini Reed Diffuser. Both fragrances feature the classic metallic silver detailing and polished silver lid. Limited edition fragrances are released just twice a year and are blended with ECOYA’s natural soy wax and use pure lead-free cotton wicks, offering the most luxurious fragrance experience. Soy wax candles create significantly less carbon emissions than most other candles and offer a burn time of up to a third longer, as well as burning cooler than most other waxes. For more information phone 09 367 9488.

HIGH QUALITY DOWN For over 60 years, Ringsted Dun has produced high bedding lifestyle products. Down is one of the world’s best insulation materials and has a fantastic ability to regulate warmth and humidity. The quality of down is very much dependent on the raw materials. A healthy adult bird will give higher down qualities and will therefore give your guests better insulation and a longer lifespan. Ringsted Dun is the only manufacturer in the world who use down from ducks bred in Denmark and use only down and feathers from sea birds. For more information contact, 09 361 3311, info@designdenmark.co.nz or visit www. danishduvets.co.nz.

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KEEPING TIME WITH XAYALITH Auckland based online store Xayalith Design Co specialise in furniture, lighting and homewares. Founder Aroon Xayalith had an ambition to build a life around creative work and family and following completing a Design and Visual Arts Degree, with countless ideas and sketch books he found himself doing just that by starting his own design business. His aim is to create beautiful design within New Zealand while utilising the wealth of local manufacturing knowledge and the use of honest materials. “I strive to make design simple, elegant, accessible and most of all affordable,” said Xayalith. The range of wall clocks are designed in NZ and handcrafted using recycled pine plywood, each are unique, reflecting the grain of wood it’s made from, and is finished with a coat of bees wax to protect and enhance the appearance of the clock. It uses high quality US made Takane mini quartz clock movement and even features an on/off switch. For more information visit www.xayalithdesignco.co.nz or email xayalithdesignco@gmail.com.

NATURAL APPROACH TO TOOTHPASTE EBONiiVORY is a natural toothpaste company established in 2016 by Stacey Thomas and is based on the Gold Coast in Queensland. “After trying many different teeth whitening products on the market, many of which are chemical based, I went on the search for a more natural option,” said Thomas. Dating back to the ancient Egyptians, Activated Charcoal has been used as a holistic approach to cure food poisoning, diahorrea, and viruses and to whiten yellowing or stained teeth. EBONiiVORY powder will not only whiten teeth but it can also change the PH level of the mouth preventing tooth decay. It contains bentonite clay that not only binds to and draws out heavy metals and toxins, but it is alkaline and full of minerals. The powder contains calcium, magnesium and silica that is nourishing for the teeth. With the addition of organic Peppermint, Sweet Orange and Australian Lemon Myrtle oils it can also reduce inflammation of the mouth and gums and strengthen sensitive teeth. Each resealable sachet comes with a bamboo biodegradable toothbrush. The product is 100 percent natural, vegan and chemical free.

NOT LOST IN TRANSLATION Most travellers struggle with the language barrier when visiting other countries, but a new wearable-technology company Waverly Labs has developed ‘The Pilot’ an earpiece designed so that no one gets lost in translation again. The smart earpiece and corresponding app uses speechrecognition technology to translate in real time, so that two people speaking different languages can have a conversation without misunderstanding each other. In order for it to be successful, both people need to be wearing an earpiece allowing the person to speak in their preferred language. The product will initially be released in European-based Romance and Germanic languages, including English, Spanish, French and Italian according to the company’s website. It is currently being crowdfunded on the Indiegogo site. The earpieces would cost US$299.

DELAMORE CASHMERE BLANKET

HANDMADE COLD PROCESS SOAP Little Village Soapery first started out with Sarah Fulton making homemade presents for Christmas and birthdays. With encouragement from her husband, she went in search of basic ingredients locally and after a few batches of cold process soap she was hooked. “I started experimenting with ingredients and what ever I had at home that I could throw in,” said Fulton. “I took some into work and it grew from there.” Little Village Soapery is a range of 100 percent natural soaps containing only natural ingredients, and are naturally unscented. There are no added fragrances or colours. Natural colours used include, fresh carrot juice, red wine, coffee and coffee grinds, cocoa powder and activated charcoal. Some of the natural soaps have pure essential oils like the lavender and teetree, and honey has also been used. “Oils that I have used in the past include cocoa butter, shea butter, olive oils, coconut oils, castor oil, rice bran oils, sometimes sweet almond oil, avocado butter, sustainable palm oil.” To order unique soap for your guests contact Sarah Fulton for more information on 021 583 600 or email littlevillagesoapery@gmail.com.

Following her visit to the Annapurna region in Nepal, designer Caroline Sills was greatly taken by the culture and warmth of the Nepalese. Wanting to make a positive difference in any way and having a long love of genuine Pashmina, it was no hardship to contribute to the local economy by creating an export order. Each winter since, the company has offered 200 percent beautiful Pashmina scarves and wraps and has been really well received. Sills also brought back the ultimate in bedroom luxury, a pure Pashmina blanket which is now available throughout New Zealand in her Sills + Co stores. The sumptuous Delamore pure Pashmina blanket defines luxurious lifestyle at its very best. Spun, woven and finished in the foothills of the mighty Himalaya, these irresistibly soft blankets represent fine traditional craftsmanship and timeless elegance. A perfect partnership between contemporary style and natural luxury, the Delamore blanket adds exotic sophistication to the modern space. Offered in three beautiful understated colours, light grey marle, charcoal and natural. For more information contact toni@ carolinesills.co.nz.

THE FINISHING TOUCHES Founded in 1919, Parisian has been making ties and complementary accessories for four generations. Parisian understands how important your staff’s attire and appearance is and how it reflects the establishment. It’s the finishing touches that make all the difference and that’s where Parisian’s expertise will give your team the edge. Working across a broad range of market sectors from creative fashion through to functional uniforms, the options available are endless. Parisian can really help tailor a personalised solution to suit your brand’s aesthetic and colour palette. They offer a variety of accessories including ties, bowties, scarves, pocket squares, braces, tie bars and cufflinks. For the finishing touches to your establishment’s attire, contact Parisian on 09 303 4129 or info@parisian.co.nz.

August/September 2016

LEADING THE WAY WITH SOLAR A holiday in the sun has always been a popular way to unwind and restore wellbeing. Today, travellers are being offered options that also allow them to relax in the knowledge that their holiday is helping protect the planet from climate change. The trend toward green travel is well established. In a survey of TripAdvisor members 71 percent said they plan to make more eco-friendly choices. When asked what qualities are most important to making a hotel eco-friendly, conserving energy ranked number one. Customer-focused resort owners are looking for ways to meet the demand for sustainable travel options. Solar energy is one of the key ways in which they can respond. For some, the upfront cost of solar has meant the economic benefits take a while to be realized, but entrepreneurial companies are finding ways to resolve this issue. The luxurious Radisson Blu Resort on Denarau Island in Fiji is home to the South Pacific’s largest roof mounted solar power system for a resort. When Radisson Blu made the decision to go solar they considered traditional solar options before turning to an innovative solution provided by leading solar power provider Sunergise International Limited. Sunergise offers solar energy to corporate customers for no capital cost. Backed by the World Bank’s International Finance Corporation, Sunergise designs, builds, owns, and operates the systems. Customers receive clean, cost effective power through contracts that run for an agreed period, enjoying savings and certainty on their power costs for the full term of the contract. In May 2015 Sunergise launched the 415 kW roof mounted solar photovoltaic (PV) array at Radisson Blu Resort, Denarau. Through careful planning, the system was installed with no interruption to guests and now produces an impressive 600MWh of renewable electricity annually.

This has helped avoid the importation of 200,000 litres of diesel and displaced over 480 tons of carbon dioxide – the equivalent of planting over 12,400 trees. The solar panels enable Radisson Blu Resort to save tens of thousands of dollars in electricity costs while enhancing their reputation with international travellers, the tourism industry and the local community. As a result of the installation Radisson Blu has been recognized with a number of awards, including the Responsible Business Hotel of the Year Award and Silver certification by EarthCheck - the world’s leading scientific benchmarking, certification and advisory group for travel and tourism. “Carlson Rezidor Hotel Group is a pioneer of sustainability in the hospitality sector, putting in place the first ever environmental policy for a hotel in 1989. Every year we monitor our carbon footprint and energy usage as we improve on it,” said general manager of Radisson Blu Resort Denarau, Gerard Knight. “Collaborating with Sunergise gave us the opportunity to

Collaborating with Sunergise gave us the opportunity to put our commitments into action. We are now able to enjoy savings on our total power bill, and to share our solar credentials with our guests. put our commitments into action. We are now able to enjoy savings on our total power bill, and to share our solar credentials with our guests. Tourists to this region are aware of environmental issues and want the opportunity to make greener choices where they can. We are pleased that our initiative will help to create those options.” Sunergise chairman Bob Lyon added, “We are optimistic about the future for solar energy in the hotel industry. “Sunergise welcomed the opportunity to partner with Radisson Blu Resort on this flagship project. There is a real opportunity for responsible tourism businesses to offer guests world-class sustainable infrastructure while reducing their energy costs and preserving the wonderful natural environment for which this region’s tourism industry is so famous.” Sunergise has offices in New Zealand and Fiji. Its customers include resorts and hotels in Fiji, Vanuatu, and New Zealand. To learn more about Sunergise visit www.sunergisegroup.com l

SCHNEIDER ELECTRIC DRIVES EFFICIENCY

Boost your facility’s energy efficiency and guest experience. Schneider Electric’s Guestroom Management solutions use a combination of sensors and room control devices to automatically detect whenever a room is unoccupied, adjusting room conditions while guests are away and restoring those settings when they return. These solutions help drive greater hotel efficiency and cost savings, while maintaining exceptional guestroom experience. For more information call 0800 652 999 or visit our website.

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On average, guests spend less than eight hours per day in their rooms during the day. When unoccupied, the guest room is often left with the heating, ventilation, air conditioning (HVAC) and lights on. That’s not only wasting energy but also revenue. “Whether you are building a new facility or updating an existing hotel, there are simple, easy and cost-effective solutions that can help reduce your establishment’s energy consumption,” said Ras Jaywickrama, Eco-Buildings national sales manager for Schneider Electric New Zealand. “There are comprehensive solutions that can deliver even greater efficiencies, building intelligence, connectivity and insight, which means you can drill down into the areas of your business that are expending the most energy, and work out how to isolate them, or minimise their impact.” Solutions such as Schneider Electric’s guest room management uses a combination of presence detectors and door status data to detect automatically whenever a room is unoccupied, adjusting room conditions while guests are away and quickly restoring those settings upon their return. These solutions are also designed to complement the room décor. These kinds of solutions drive greater efficiency and savings that are all seamless to guests. Guests are greeted by an exceptional guest room experience that they have control over from the convenience of their room. “Schneider Electric guest room management solutions are designed to put guests in control, including options of tablet technology while at the same time automating the space. This can drive greater efficiency and savings and it’s all seamless to the guests. The solutions are scalable and can be used to manage the temperature, fan speed, lighting, blinds and AV within the room.” For more information contact Ras Jayawickrama on ras. jayawickrama@schneider-electric.com or call 0800 652 999. l

SAVING THOUSANDS ON ENERGY

For 35 years, SolarCity has installed more solar systems on Kiwi homes and businesses than any other company that has led them to be the nation’s leading energy services company. SolarCity installs one new solar system every four hours and is one of the five fastest growing green companies in New Zealand. Alongside this, it was the first solar company in the world to achieve carboNZero accreditation and is currently the only solar business in New Zealand with this certification.Backed by Sir Stephen Tindall’s K1W1 investment fund and the nation’s oldest private equity fund, Pencarrow, it is one of the Government’s Focus 500 companies that is targeted to contribute significant benefits to the New Zealand economy. With the company knowing that 85 percent of Kiwis loving the idea of going solar, it introduced its ‘solar-as-a-service’ model to the country in late 2014 to set aside consumer’s price concerns. Called solarZero, the smart new energy service allows customers to power their homes and businesses on solar without the cost of owning a system. SolarZero lets customers take control of energy bills and protect the environment by using the clean energy of the sun. Currently employing over 50 experienced and knowledgeable staff in the Auckland, Nelson and Christchurch offices, SolarCity can answer any of your questions or concerns about installing a solar system into any establishment. The company’s current range includes its SolarZero energy service, the only service of its kind in the country that allows customers to pay a low, fixed monthly fee for energy services providing solar power and improved energy efficiency that could save thousands in the long term. This price is guaranteed for 20 years, with no price hikes and the company will manage and maintain the system throughout, plus provide ongoing energy advice to consumers to reduce power bills and energy usage. SolarCity also offers a

SolarClassic range where customers can buy a solar power system outright and enjoy all the benefits of full ownership. The company’s vision is to provide every home and business with an alternative to their traditional energy bill that is cleaner and cheaper longer term than their current provider. SolarCity is committed to reducing New Zealand’s carbon footprint and helping the nation to become 100 percent powered by renewable energy. In 2015 SolarZero energy service won the SEANZ award for most innovative product and was a finalist in the Sustainability Business Awards. Sustainability and care for the environment are at the core of SolarCity’s business, and it promotes products and services that help customers reduce greenhouse gas emissions while enjoying renewable, independent electricity. As a largely paperless organisation, the company doesn’t just talk the talk about the environment but walks the walk and wherever possible use 100 percent recycled and carbon neutral paper should they need to print. With a fleet of low-emission and efficient vehicles to use when travel is unavoidable, staff are encouraged to carpool especially for company events. Sustainability is the key reason why customers switch to solar where they look to do their bit to help take action against climate change by replacing fossil fuel energy generation with clean energy like solar. Looking to the future and the trends around sustainability, SolarCity believes that the combination of solar, battery and electric vehicle technology is creating change that is predicted to be as rapid and as unforeseen as the switch from horse-drawn carriages to cars in the early 20th century. For more information contact SolarCity on, or visit www.solarcity.co.nz. l

Too busy to worry about your LPG?

• Elgas monitors your usage • Scheduled deliveries arranged to suit your needs • You only pay for the exact amount of LPG delivered each time • No more wasting your precious time checking your gas bottles • No more calling to order gas • Tanker driver conducts safety checks at every fill We can offer exchange bottle delivery if tanker service isn’t available in your area, or your site is unsuitable for Tanker deliveries.

Elgas is an energy partner you can rely on and has a strong commitment to safety and customer support. Wherever you are, there’s a local Elgas representative near you to provide technical know-how, staff training and personal service. We even have a 24-hour hotline should you need us after hours or in an emergency.

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New Zealand

August/September 2016

ADAPTING TO MARKET NEEDS

As the company continues to grow and evolve globally and adapts to different market leads, Cossiga has made changes to its range for 2016, particularly in the UK. This has meant building in flexibility within the product range, refining the look and offering customised accessories. The largest addition is its Ceramic Heated Glass displays, the newest way of presenting hot food. Sleek, easy to clean and a great merchandiser that enables establishments to display hot food in dishes rather than the less than pretty gastronorm pans. “We are excited about having a completely new product in our range and early feedback indicates it will be very well received in the market,” said Tim Rillstone, general manager – director of Cossiga. “This product is part of a major upgrade of the Linear Range of drop in wells. New straight line gantry and square glass options add to the already versatile range – certainly worth a closer look!” The release of the Ceramic modules coincides with a complete facelift of the Linear Range of Drop In Modules, now with square gantry’s with various glass options. Mix and match modules for buffet, food court line, breakfast bar or sushi display. For more information contact Cossiga on 09 580 8471 or visit www. cossiga.com. l

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SUSTAINABLE SOLUTION FOR COFFEE An innovative New Zealand packaging company has developed an alternative environmentally friendly solution to traditional oil-based takeaway coffee cups, which are not able to be recycled and have no end of life option other than ending up in landfill. Ecoware has worked for the past decade on solutions to the problem of coffee cups being consigned to landfill, producing a product derived from naturally-occurring plant sugar, and actively encouraging the composting of coffee cups. Recent media reports have highlighted that despite many takeaway cups being labeled recyclable, the vast majority of them end up in landfill due to the inner lining of the cups being made from polyethylene, or PE, a plastic material derived from oil. Some packaging companies have suggested that cups can be recycled and the paperboard component of the cup re-used, if you float the PE lining away from the paperboard. However, the cost and complexity of this process sees the majority of cups consumed from our daily coffee ritual sitting in landfill. “I don’t think many people are aware of the plastic lining inside a standard coffee cup, or the oil-based wax inside a standard cold-drink cup,” said Kim Renshaw, director of waste education social enterprise Beyond the Bin. “It’s my understanding that the attempts to recycle

coffee cups overseas have not worked due to the additional temperatures required to separate the plastic lining from the cardboard, the damage to machinery and cost of the process.” In recognising the problem, Auckland-based company Ecoware set out almost a decade ago in search of a more environmentally friendly alternative. The company partnered with US-based NatureWorks six years ago and using alternative raw materials have slowly transitioned the coffee industry towards a greener future. “Issues like this have been gaining momentum for decades and they won’t just fix themselves overnight,” said Ecoware director James Calver. “It’s going to take time, but the positive news is that there are more environmentally friendly alternatives out there and we believe with time, we can reduce the impact food packaging is having on our environment.” l

e g n a R e e r Waitoa F

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For more information on Waitoa products or for your local Waitoa Distributor please call Waitoa on 0508 800 785. ACU_ING_11406 August/September 2016 21

CAN SMALL HOTELS KEEP ON TREND?

For guests, breakfast options can make or break their stay even if the establishment has it all from pools to free wi-fi and beautiful rooms. Hotels.com surveyed a thousand global travellers and found that breakfast is now the number one most important hotel amenity for guests when booking accommodation. “Travellers seem to have become fixated on where their next meal is coming from,” according to Alison Couper, senior director of global communications for Hotels.com. There are many benefits that breakfast brings to guests that accommodation providers may not have thought of. A satisfying breakfast makes for an overall pleasant experience and can add ease and comfort to a guest’s stay. It is often hard for travellers to know where to go to get a good breakfast when they aren’t familiar with the destination and a lot of time is wasted searching for a good place to eat. Having breakfast available on-site can be a big selling point, guests are comforted by the fact that their first meal of the day is ready and waiting for them from the moment they wake up. Recently, Google conducted a consumer survey asking people to answer the question ‘Which hotel feature do you most look forward to?’, and 42.4 percent of respondents said they most look forward to eating breakfast with many of them thinking about what choices to make for breakfast from the moment they make a reservation for breakfast. Trends have been popping up all over the globe with the rise in popularity of breakfast with hotels and restaurants coming up with new and unique ways to serve meals. Small accommodation providers may be thinking where do I start? Well some of the most desired trends aren’t as far from reality as you may think. Ethnic breakfasts involve Asian flavoured syrups, and scrambled eggs with a spicy chorizo edge, and coconut pancakes where traditional ethnic includes menu options such as a Moroccan omelette with veggies and cream or a shakshuka, an egg dish from Tunisia. One of the biggest trends this year has been in the fresh, organic and raw food sector. Health conscious travellers will enjoy fresh fruit, organic and gluten-free breads. Fitness travellers will look for breakfasts high in protein, this includes egg-white omelettes and grilled vegetables.

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Depending on the direction the establishment wishes to go in, there are many ways in which to serve breakfasts to guests, being a buffet breakfast, an a la carte to in-room dining. Mostly guests are looking for convenience, new dishes, and traditional favourites. Kitchen facilities and equipment are an important factor to consider when you are developing your breakfast offering. A partnership with a local café or bakery in order to cater to guest needs may be a good option. In a European traveller survey, the most important breakfast type proved to be the English breakfast consisting of white bread, bacon, sausages, scrambled and fried eggs, cheese, grilled tomatoes, fruit juice, fruit salad and cornflakes. Breakfast offerings don’t just benefit guests; it can also generate revenue for a small property and is an easy upsell that can be added to guests’ reservations. l

the

breakfast table

They say breakfast is the most important part of the day, and what better way to impress guests than have quality, delicious breakfast options on the table. From frozen fresh to par-bake there are many options to up your establishment’s breakfast game – here are a few top offers.

1. Waitoa Free Range Chicken Rashers A brilliant new, lean alternative for your menu. Give your guests the leaner alternative to a Kiwi classic with Waitoa’s Free Range Chicken Rashers. The latest innovation to our free-range family offers a healthier menu option, without having to compromise on sizzle or taste. Waitoa Free Range Chicken Rashers can be prepared on the barbeque, the grill, in the oven, or even in a sandwich press. Grown in the sunny valleys of the Waikato region, Waitoa free-range chickens have been farmed and independently audited against the high welfare SPCA Blue Tick standards. Yet another free range first-to-market brought to you by Waitoa.

2. Watties Hash Browns In any Kiwi household, a meal is only complete when Wattie’s Frozen Potatoes are on the menu. Could there be a more popular meal mainstay in the history of eating? New Zealanders think not! Kiwis love spuds and since New Zealand’s early beginnings, potatoes have been a bit part of the diet, enjoyed at almost any time of day. Make sure that Watties Hash Browns feature on your breakfast menu – it’s a Kiwi favourite and international guests will love it too. For more information visit www. wattiesfoodservice.co.nz.

3. Emma Janes Gourmand Pastry If one word could be used to sum up the Gourmand Pastry range it would be delectable. Nothing can quite compare to a freshly baked European croissant and now you can achieve that right in your own kitchen.

The Gourmand “take & bake” range is made by chefs FOR chefs, you can be assured of consistent quality and taste every time. The Danish Crown in the Gourmand range is no exception. With a generous dollop of real custard and only the best ingredients used to make the pastry, Gourmand Pastry Danish Crown is second to none and makes the ideal cabinet snack or buffet option. Be sure to try Emma Janes line of original breakfast croissants, light and fluffy to bite with guaranteed quality and competitive pricing. For more information phone 06 355 5057, email info@emmajanes.co.nz or visit www.emmajanes. co.nz

4. Gluten Freedom Launched in 2012 by the family behind the business Venerdi, Gluten Freedom creates a quality range of gluten free bread options. The product is delicious, reliable sandwich bread with great flavour, soft texture and high fibre. After having excited retail shoppers for more than a year, the product is finally available flow wrapped and frozen in two-slice single serve portions, 18 per box. A delight for your discerning guests, Gluten Freedom is made in New Zealand from local and imported ingredients and is wheat free. For more information, contact Tim on 0274844160

5. Dilmah Apple & Elderflower There’s no replacing a classic Ceylon breakfast tea but for a refreshing alternative your guests can try Dilmah’s Apple & Elderflower loose-leaf fruit infusion with their breakfast. The citrus and green apples complement the elderflower and elderberries to produce a fresh

thirst-quenching infusion that is naturally caffeine free. Hot or cold, the loose leaf pairs perfectly with muesli, a bowl of fruit or French toast. Available through Cerebos Foodservice on 0800 DILMAH.

6. Grandpa’s Streaky Bacon Chefs and foodies alike will love the delicious Manuka smoked flavor of Grandpa’s Streaky Bacon. The product is now in demand throughout the foodservice sector for its consistent quality and portion control with each and every packet. Grandpa’s Streaky Bacon is sure to enhance any dish that calls for high-quality breakfast. Grandpa’s won’t disappoint. Available now in a 1kg pack. For more information contact foodservice@hobsonschoice.co.nz or call the office on 09 570 1912.

7. Benjer Drinks Co Benjer Drinks Co has been juicing in Central Otago for more than 20 years, specialising in locally grown juices. No added sugar to the apple based products, gluten free and no preservatives, Benjer drinks offers some unique flavours such as Nectarines and Apricots. Included in the range are breakfast favourites Orange juice and Tomato Juice. With a 24-month best before date and bottled in glass, Benjer juices are the perfect Hotel mini bar and breakfast option. Benjer is 100 percent locally made, owned and operated. For more information contact Tracy Levey 03 445 4474 or visit www.benjer.co.nz. l

August/September 2016

AWARDS CELEBRATE FIVE YEARS

CHRISTIS AUTHENTIC CYPRIOT HALLOUMI For centuries, a staple in the diet of the captivating Mediterranean island nation of Cyprus, Halloumi has now gone beyond these borders to be loved worldwide. Bluerock Ltd has just launched Christis Cypriot Halloumi that is indeed authentic, being sourced from Cyprus and is a blend of cow, goat and sheep milk. This fantastic gourmet cheese can be grilled, grated, marinated, fried or eaten plain.

Try a slice on a grilled portabello mushroom sandwich, cubed on top of a salad, or sliced and grilled and served for breakfast with your eggs. It comes in a practical 850g size and is totally vegetarian friendly! Combining the texture of mozzarella with the briny moisture of feta, Halloumi is easily one of the world’s most versatile cheeses. Contact Bluerock Ltd on 0800 258 376 for your supply! l

Four hundred guests attended the fifth annual Rotorua Hospitality Awards that celebrated businesses and individuals for their successes and superior service to the industry. Finalists were a range of rustic to fine dining establishments, seasoned individuals and rising stars of the industry. The Hospitality Awards committee were ecstatic to see so many old and new faces coming through the awards and providing a platform for these people to be celebrated with their industry peers, friends and family. This year, all of the finalists really put their best foot forward in their bid to stand out from peers, competing to be the best within their categories for 2016. “All finalists have undergone

a judging process to determine the winners,” said Sharon Wallace, Rotorua Branch President of the Restaurant Association of NZ. “The results that came in were extremely close, showing Rotorua has something special to offer within the New Zealand hospitality industry.” Industry icons were celebrated alongside this year’s finalists with a special tribute to John Knight, Triple One 5/ CBK, as one of the original drivers and committee members of the event. Pipiana Whiston, general manager of Millennium Hotel was recognised for her expansive career in hospitality as the recipient of the Icon of Hospitality Award. Supported by a voluntary committee, the Rotorua Hospitality Awards are proud of all finalists and congratulate all the winners’ successes. The awards are also well supported by sponsors who provide the committee with the ability to deliver the event each year. For the full list of winners visit www.restaurantandcafe.com. l

TOP RESTAURANTS CONTEND FOR AWARDS

The Bakery Wholesale co-owner and pie maker Jason Danielson (left) and co-owner Ian Warner.

VEGETARIAN DELIGHT Queenstown and Wanaka-based The Bakery Wholesale have won the title of best vegetarian pie in New Zealand. The gold award for the bakery’s Kai Pai vegetarian pie at the 2016 Bakels Supreme Pie Awards is the latest chapter in its business’ success story. Containing the usual mix of pumpkin, broccoli, cauliflower, swede and carrot in a creamy pumpkin sauce, pie maker Jason Danielson has been making the sensation since 2010. “It’s a real honour to receive this award,” said Danielson. “Our vegetarian pie is very popular in Queenstown and Wanaka as well as throughout the country so to have nationwide recognition is fantastic.” With over 25 years experience, Danielson started working at the Queenstown

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Bakery in 2009 and was instrumental in turning the small retail bakery into a large retail/wholesale business. A year later Danielson with his sister Delwyn and her husband Ian Warner purchased the business with a view to significantly grow operations. “We’re immensely proud of what we’ve achieved in the past few years,” said Warner. “From humble beginnings in Queenstown, we have gone from making 1000 handcrafted pies a day, to now employing 45 staff across Wanaka and Queenstown and producing 10,000 pies a day.” With over 5200 entries across the Bakels Supreme Pie Awards, The Bakery Wholesale was just one of 11 bakeries in the country to receive an award. l

Eighty-three restaurants around New Zealand have been announced to compete for this year’s Cuisine New Zealand Good Food Awards. Now in it’s twelfth year, the Cuisine NZ Good Food Awards remain the only national restaurant awards, proudly presented by Vittoria Coffee. More than 40 of New Zealand’s most talented and dedicated food and drink experts have anonymously assessed restaurants from all over the country. Out of these 83 finalists, only 12 will be the category winners, including Restaurant of the Year. “It’s great we get to bring together the people responsible for New Zealand’s vibrant and evolving dining-out culture,” said Kelli Brett, editor of Cuisine Magazine. “Being relatively new to New Zealand’s food culture, I’m blown away by the level of skill, creativity and innovation the chefs and restaurateurs show. Narrowing down the top 83 is going to be incredibly difficult.” The hat system will be used when it comes to the judging process, being it is acknowledged as the benchmark of quality in the New Zealand and Australian hospitality industry. The highest score is three hats, last year achieved by Auckland’s Kazuya, Sidart, The French Café and The Grove. A selection of category

winners are also announced each year, with the coveted Restaurant of the Year title awarded to Lyttelton-based Roots in 2015. A new award category has been added this year, Opawa Wine Best Drinks List, and the Best New Restaurant award has been divided into regional and metropolitan categories. Winners will be announced on 8 August 2016 at an awards gala dinner at the Auckland War Memorial Museum, for the list of winners please visit www. restaurantandcafe.com. l

QUEENSTOWN TAKE DILMAH CROWN

Josie Geimecke and Jaimie Stodler.

Queenstown’s Cup & Cake store owner Jaimie Stodler and her German-born pastry chef Josie Geimecke won this year’s Dilmah High Tea competition at the NZ Chefs National Salon final. The prize includes a trip to Sri Lanka to attend the Dilmah School of Tea, to help mentor students at the MJF Charitable Foundations’ culinary training centre and to see the tea plantations and spice gardens for which the country is renowned as the Isle of Spices. “We are so proud to have had the honour to compete and to have been recognized for our efforts is amazing,” said Stodler. “I am really into to tea, so winning this competition and having the honour of travelling to Sri Lanka, the home of tea, is a dream come true for me. Josie and I couldn’t be happier and are so thankful to Dilmah for this amazing opportunity.” Their winning menu consisted of three dishes all showcasing Dilmah tea infusions. One of the dishes included a pate a choux swan filled with Dilmah Italian Almond Tea infused crème patisserie, a piece of raw ‘cheesecake’ topped with Dilmah Italian Almond Tea pearls and spiced pinot noir cherry pearls and was served with a Dilmah Green Tea kombucha shot. l

IT’S A DOG’S LIFE Auckland café group Hipgroup has teamed up with natural New Zealand dog food company K9 for a new collaboration that will see a special canine menu be launched called ‘Bone Appetit’. Café patrons at any either the group’s Kohi Beach or Takapuna Café’s will be offered a free doggy menu for their pooch during weekends. K9 Natural CEO, Neil Hinton said that while the doggy menu is a bit of fun, he hopes it will get dog owners thinking about the type and quality of the food they feed their pets. “We are all making better nutritional choices for ourselves, but our dogs are still getting highly processed, carb-laden foods, that are adding to a lot of the common health issues they have,” said Hinton. According to Andrew Brown, head of marketing and media for Hipgroup, the Bone Appetit promotion is an opportunity to thank the many pets of its customers who patiently wait while their owners enjoy a long brunch or lunch. “Hipgroup has long looked after our customers’ canine companions with bowls of water outside our cafes, so this will certainly be a leap in to the world of fine dining for all of our four-legged friends,” said Brown. “Bone Appetit’s K9 range is made in New Zealand using locally sourced ingredients, which is something that ties in nicely with our own food philosophy.” l

TOP AWARD FOR UCOL Universal College of Learning students Kate Bryant, Summer Dennison and Keziah O’Connor were the winning trio at this year’s prestigious Nestlé Toque d’Or student culinary competition. Both Bryant and O’Connor proved to be champs in the kitchen, while restaurant service competitor Dennison dazzled diners. Battling it out against 20 other top culinary students from around the country, Bryant and O’Connor created their award winning threecourse menu that comprised of a starter of sous vide and smoked Akaroa salmon with pickled New Zealand vegetables, followed by a main of roasted New Zealand beef sirloin with a beef brisket and kumara strudel, spinach, carrots, turnips and a caramelised shallot jus.

The menu concluded with a white chocolate mousse and poached pears dessert. This is the first time that the top award has gone to Palmerston North.

The event, which has been running for 26 years is a key fixture on the culinary calendar and is hotly contested by the country’s leading hospitality institutes. l

HARRINGTON’S CELEBRATE July saw Harrington Brewery celebrate a marvelous 25 years of beer making. Over this time Harrington’s has been around the clock and back, with John, Val and their son Carl Harrington at the helm for the best parts of the nineties and naughties. The family business continues with Carl’s sons Mason and Bo on the brewery floor while his wife Trudy runs HR. To celebrate their exciting adventures this year they are restyling,

updating, remixing, collaborating and releasing limited brews to keep the parting going for another 25 years and beyond. Following a recent gold medal award at the Australian International Beer Awards, Harrington’s brew team are excited to launch a special brew called the Galactic Empire, an Imperial Pilsner. The brand also look to launch a raft of new products and offerings in the coming months. l

August/September 2016

MEET THE CHEF

MACLEAN FRASER

Having recently been named one of the three finalists for Best Dish in the Ora King Salmon Awards in 2015 and winning gold as a sous chef in the New Zealand finals for the Global Chef’s Challenge, Maclean Fraser is at the top of his game and has no plans on slowing down. While he has only been at the Bolton Hotel and Artisan Dining House for two years, Fraser brings to the kitchen experience working in establishments across the world. These include the Pacific Regency Hotel Suites in Kuala Lumpur, the Centara Ras Rushi Resort on a private island in the Maldives, different resorts in Rarotonga and Aitutaki, as well as several places in Wellington, most recently at the Rydges and Dockside. “I try to promote a calm, guest focussed environment. We don’t do yelling and screaming and throwing of pots and pans, all that carry on. Whenever a new team member is looking at joining us I re-iterate that we work as a team both in the kitchen and with the front of house as well as the rest of the hotel,” said Fraser. Inspired by the love of food, and after completing a Bachelor of Arts in Classical Studies at Victoria University, he followed his friend who had recently begun training as a chef at Massey University. Immediately he became wrapped up in the intense, disciplined and structured environment while thriving on the comradery between chefs and relishing the opportunity to be creative with food. The Ora King Salmon dish that was the finalist in the 2015 Awards is a signature dish on the menu, which he is reluctant to remove because of its incredible response from guests and food critics. Alongside that, he enjoys experimenting with different cooking techniques and is currently a frequent user of sous vide, but is still a firm believer in traditional methods. That being said, he does enjoy the on-trend wood fire cooking method on the kitchens Manuka wood fired grill, saying it brings great natural flavour to the dish. Recent menu changes were inspired by great local produce available in Wellington, featuring Albacore Tuna, which are often used on the same day they are caught by Scott McNeal

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of Awatoru Ltd in Kapiti Coast. Aside from tuna, great winter vegetables including brussels sprouts and celeriac are in abundance, two of his most favourite to use, which have sparked inspiration for new dishes. He is also partial to using wild game meats, using his passion for hunting and bringing it to the kitchen. Preparation and training are key in developing a new menu, with a full brainstorm and discussion surrounding possible additions happening before moving to development. From here the team will work on building the dishes and tasting, which then leads to the production of standardised recipes and prep lists to ensure consistency. Hesitant to name one favourite dish, he said the best meals are those that are not necessarily the most pretty or technical, but those that are cooked by family members or eaten on a plastic stool somewhere in Asia. A great meal for him revolves around enjoying it with friends and family, with the ability to transport the customer to another place or time. “I have a really good Chef de Cuisine, my right-hand man Jonathan Lowe, who I have worked with for several years at a couple of different establishments. He is the one ensuring the majority of the food across the pass meets our standards.” Simplicity is a hard thing to master, and as time goes on, Fraser finds himself producing less complicated meals, no longer feeling the need to make things complicated or introducing a wow factor. According to him less is more and the true magic comes from perfecting the basics and having confidence that what you put forward is the best quality produce with the perfect balance. At first thought, TV chefs and cookbooks would be the obvious choice for inspiration when it comes to finding inspiration. However,

Fraser is more inclined to draw inspiration from chefs that he has worked with, remembering back to the first chef he ever worked with, Tony Smith and Bouquet Garni, who he credits a lot of his early learning to. Especially the advice that a chef does not need to be fenced in by regional or cultural norms, and that it is okay to play with different ingredients from different cuisines to figure out what is most important to any one particular dish. This year will see the launch of phase two of Bolton Hotel’s new custom built iPad App, which works in conjunction with the iPad minis present in each room, one of the many accomplishments he has seen and pioneered during his time at the establishment. “I am really enjoying my time at the Bolton Hotel and Artisan Dining House. The plans we laid two years ago after I had just started are all coming to fruition, and the restaurant has been going from strength to strength over the last 12 months especially.” A new bar and private dining room are soon to be established, alongside a demonstration kitchen to be built in the next six months. Further development of the High Tea service, as well as events planned for during and outside Wellington on a Plate, are also in the works as he continues to push new developments for the restaurant. Outside of the hotel kitchen, he further embraces his love of hunting and has recently begun writing recipes for the NZ Guns & Hunting Magazine, which is geared towards providing easy meals for the hunter and home cook. A challenge he is looking forward to as it allows him to step outside of the usual style of cooking he does at Artisan. l

August/September 2016

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.

Itâ&#x20AC;&#x2122;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 ARENâ&#x20AC;&#x2122; T B O RN

t h n e vines e e w t e b

The story of Ata Rangi is centred on bravery, with the name translating to ‘dawn sky’ or ‘new beginning’, the Martinborough Terrace-based winery was founded in 1980 by enterprising farmer Clive Paton when he traded in his dairy herd for a bare block of land.

Clive Paton

While the locals at the time thought he was mad, Paton took his knowledge of a 1978 report on the land’s similar microclimate to Burgundy and set out to develop his vineyard. Just six years after its establishment, the Ata Rangi Pinot Noir won gold, the first in a long list of national and international accolades since. It is a story of struggle and reward, with Paton working tirelessly through the early days where there were no trees for shelter, with young vines struggling to survive against the howling nor-westers. Sales of pumpkin and garlic that he had grown between the rows sustained the business while he also raised his daughter Ness as a single father. An early partnership with a local farmer and friend of Paton, John Stephen, helped invigorate the business, bringing in 100 ‘barrel-share’ investors who each put forward $50 in a primitive en-primeur scheme to fund the first barrels. It wasn’t until after Ata Rangi won its first gold medal that Phyllis Pattie ran into Paton, to which she recalls him saying “within ten years we’ll be able to walk into the village and decide

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which café we’d like to go to.” So she left her wine-making job in Marlborough and took a leap of faith, buying out Stephen’s shares and moving north to join the family. Organic practices run deep in the familyowned-and-operated business, with extreme care given to the environment and respect for the land that they make their livelihood off. The result is a super-premium product that benefits from its hands-off winemaking techniques, indigenous yeasts and avoidance of additives. As a whole, the aim for Ata Rangi is to create wine with as little intervention as possible to be a true reflection of the season’s growing conditions. The cool climate, dry conditions and gravelly soils often produce wine with a fine balance, structurally complex and textural. The whites are bright and minerally and the reds being savoury with a long finish. “I am from a family that enjoys wine,” said Helen Masters, head winemaker for Ata Rangi. “From an early age, I found the history, diversity and culture around wine exciting. I was intrigued with the wines coming out of NZ in the 1990s and knew we were onto something here.” Wine is not the only award winning aspect of the business, with individuals and the business as a whole also scooping up various awards over the years. In 2010 the vineyard was awarded New Zealand ‘Grand Cru’ status, one of only two New Zealand producers to hold the title. While the company exports to around 30 markets across the world, and are represented in some of the finest hotels in various cities and resorts, the importance of family and keeping the operation as tight knit is of the utmost importance. This is seen in its wide variety of wine offered in smaller volumes than other bigger vineyards, including the ‘Crimson’ Pinot, which is sourced from its younger vines. It is so tight knit that the winemaking team consists of only Masters and his assistant winemaker, with only a dozen

other staff attending to the other aspects of the business. For Masters, the magic is in taking fruit and translating it through a simple process of fermentation to create a product that is reflective of the land on which it was grown. “The diversity is great. Taking wines and telling the story all over the world, resulting in meeting a huge array of wonderful, passionate people has to be the best part of the job.” Narrowing down one single biggest achievement is hard for a vineyard that has had so much success. However, the relentless effort to produce outstanding wine produces consistent rewards with are continually recognised by various medals and awards. Timing for the vineyard is always 5 to 10 years ahead, but each year is a new opportunity to reflect the growing conditions of the time, which at times can prove to be a challenge. Like the summer of 2014 where half the season’s rain fell in February and March, the critical ripening period, which demanded extra work in the vineyard and careful sorting of the fruit. On the other hand, excellent seasons also happen, allowing for the production of truly beautiful wine like the entire range of its 2013 varieties. In talking about climate change, Masters has yet to see any real effects on the wine, with the vines having more impact than the climate at this point. Winemaking in New Zealand is an open and encouraging industry that Masters urges new and aspiring winemakers to embrace. He said people are generally willing to share their thoughts and ideas with newcomers and that they should take every opportunity to learn from seasoned professionals. Ultimately it results in a better industry overall. l

GROWING OUR OWN TALENT Adam Cunningham, National President, Accommodation NZ

A recent media expose on the use of WWOOFERs (Willing Workers on Organic Farms) in the backpacker and motel sector has offered some interesting insights into the lengths some in the industry will go to, to access staff. It also had me pondering, have we really got to this level of dependency when it comes to staffing our businesses and, what are we going to do about it? The operators interviewed may well have thought they are doing nothing wrong - that it simply, very conveniently and

inexpensively, solved an issue around staffing. As a result of this expose the Labour Inspectorate within the Ministry of Business, Innovation and Employment are now looking into the use of WWOOFERs in the backpacker and motel sector and are these ‘willing workers’ being treated fairly and appropriately. Legally a worker can work for remuneration other than wages or salary ie: accommodation or room and board. The value of the payment must be equal to or more than the minimum wage, PAYE must be paid and the requisite IRD returns must be filed. In other words, using ‘willing workers’ is not a way to access cheap labour that that can fly under the radar and off the books. Additionally, there should be no control over hours and type of duties, as these workers are volunteering rather than guaranteeing their time. This means if a ‘willing worker’ is on the roster doing set hours or has no control over their duties,

they have now crossed over from volunteer to employee. For me the deeper issue here is – what are we doing to grow our own talent? As a member association we are well aware of the difficulties operators have finding and retaining good staff. In 2013, as a result of these concerns, Hospitality New Zealand, with support from SKY launched the Hospitality NZ/SKY Future Leader Scholarships. These are awarded annually and applications are open now for 2016. Each of the eight scholarships has a value of up to $3,000 are available to anyone working in the hospitality and commercial accommodation industry. Applications close on 23 September 2016. Now you might think eight scholarships isn’t going to solve the problem, but we have to start somewhere and growing our own talent seems like a far better way to future proof businesses and the industry than asking for volunteers. l

BIG CHANGES FOR BED AND BREAKFAST HOSTS

Like many small businesses in New Zealand Bed & Breakfast operators have experienced a great deal of change over the last couple of years. B&Bs are not excluded from the tourism boom and many are now fully booked well in advance of the busy tourism season. How did we get to where we are now? It’s been an interesting journey and there’s many old timer B&B operators who would have lots of stories to tell us.

Kathryn Officer Association President, Bed & Breakfast Association NEW ZEALAND www.bandbassociation.co.nz

Some of those old-timers started their B&Bs with a zip zap machine and a sign at the gate. No longer does that model work anymore. We’ve had to “get smart” literally overnight; embracing technology and re-engineering our businesses accordingly. Most B&Bs now have web sites, booking engines and use channel managers to connect with the OTAs. Some are even prepared to pay huge commissions to the inbound tour operators encouraging bookings from overseas agents. So why do we stand out from the crowd? What is it about B&Bs that make us different from the hotels, motels, holiday parks etc. Bed and Breakfast accommodation has always been popular overseas and now the overseas visitors are clamouring to come and stay with us here in New Zealand. They want to feel what it’s like to stay in a kiwi home where they can experience a true personalised service where emphasis is on friendly and generous home hosted hospitality and where they can

interact with their kiwi hosts. No longer should you see china dolls and fluffy teddy bears in the guest rooms. Take Riverview Terrace in Wanaka as an example, (Bed & Breakfast Association Excellence Award Runner Up) where you can expect to find your room “decorated with classic charm and modern finishes that evoke a sense of romance and warmth” – one of many of our members in the Five Star Lodge category. Whilst it is fair to say that anyone can open a Bed & Breakfast, owners are required to operate within their legal responsibilities and are required to comply with all relevant statutory and local government bylaws. It is for this very reason that many B&B operators choose to join the Bed & Breakfast Association. The Association has a responsibility to its members to educate them on how to run their B&Bs professionally, and within the laws so that travellers can be assured that the properties they choose to stay in provide a first class quality experience. We set rigorous and robust

standards for our members and to maintain these, independent assessments are carried out at time of joining and thereafter every three years. Members agree to abide by the Association’s Constitution, Code of Practice, Assessment Schedule and our policies as well as the various laws, regulations and bylaws that affect home hosting. Our assessment processes ensure that members comply in all areas with importance being placed on the necessity for any Local Body Resource consents and that they have appropriate insurance in place. We are a small niche market within the wider accommodation industry and are able to offer something different and in a different way from other accommodation providers whilst all being part of the same tourism industry in New Zealand. All B&B hosts I’ve ever met absolutely love what they’re doing; they do it with a real passion and for all the right reasons – because they love hosting people from all over the world in their homes. l August/September 2016

ASK THE PEST CONTROLLER! Mini vampires can survive up to 500 days without feeding on blood. Cimex lectularius are small, vicious bloodsuckers but chances are you won’t know they have attacked you until two days after their thirst-quenching feed because their saliva carries an anaesthetic.

We’re talking about the common bed bug, a tiny creature that can make its victim’s life a misery and destroy any hospitality business’ reputation at its sight. But there is far more to it than that. Bed bugs have become a worldwide epidemic in the last five or six years as they slip quietly undetected from one traveller to the next and from one environment to a less obvious one, be it a hotel bed, cinema seating or even a computer. Which begs the questions, “Why use chemicals when they fail and alternatives exist?” and “Why is there an epidemic and what can be done about it?”. The answer is in the treatment used to kill bed bugs. Many people will remember the 2011 case of a group of young New Zealand women on holiday in Thailand when they became ill at the hotel where they were staying. Sadly one of the girls died as a result and investigations eventually linked her death to harmful levels of toxin chlorpyrifos used to kill bed bugs in the room shortly before the women occupied it. Their case was one of many that surfaced as concerns grew about the chemicals used in bed bug control and it forced accommodation operators to do a re-think on pest control. In October 2011, Virginia Tech reported that: Bed bugs, largely absent in the U.S. since the 1950s, have returned to all 50 states with a hungry vengeance in the last decade. These insects have developed resistance to pyrethroids, one of the very few classes of insecticide used for their control. A research team at Virginia Tech had discovered some of the genetic mechanisms for the bed bug’s resistance to two of the most popular pyrethroids - deltamethrin and betacyfluthrin. It also discovered different levels of resistance in bed bugs from different states and from other countries and recommended continuous surveillance while another control solution was found. For Cimex lectularius it was like a monopoly ‘get out of jail’ card and the critters took off breeding rampantly and travelling the world. Up until then bed bugs had become virtually extinct and had those still alive been dealt with in a way that would exterminate them without

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cost to human life, the story might end there. Instead bed bugs became resistant to the less harmful chemicals introduced as replacements for the seriously toxic ones, and with the increase in human travel world-wide, they spread everywhere. In fact they may be under the chair you are sitting on while you read this. Because of their size and the fact that they are virtually invisible to the eye as juveniles (before they have their first meal of blood which colours their bodies), they can go unnoticed. As a result, they move easily between people through their luggage or on their clothing. The first indicator of bed bugs is that you may see a small beetle-like bug full of blood in the bed but chances are you are more likely to notice the presence of several bites in a row, small blood stains on linen or in cases where there are a number of bed bugs there may be a sweet insect-like smell in the room. Generally nocturnal and often more prolific in warmer humid weather, bed bugs tend to gravitate near beds because Co2 emitted from the human body at night alerts and attracts

Many people will remember the 2011 case of a group of young New Zealand women on holiday in Thailand when they became ill at the hotel where they were staying. Sadly one of the girls died as a result and investigations eventually linked her death to harmful levels of toxin chlorpyrifos used to kill bed bugs in the room shortly before the women occupied it. them. However, they can survive without feeding on blood for up to 500 days. So to question two, “What can be done?”. In New Zealand there are several treatment options with varying degrees of effectiveness. Some treatments have been widely reported as bordering on fraud due to their total lack of results. However, a breakthrough has come in the form of two treatments first used in Europe; both are 100 percent natural. The solution comes through understanding the nature of ‘the beast’ and changing the environment it occupies through adding extreme heat (52.8˚C) or extreme cooling ( -78˚C), literally cooking or freezing the eggs, larvae, nymphs and bugs to death. The two treatments, patented in Germany, are a totally new way of dealing with bed bugs and have been proven to be 100 percent effective killing all insects in one treatment.

Heiko Kaiser of ALPECO Ltd says that since importing the treatment machines from Germany, which are operated exclusively by ALPECO’s qualified team, his customers have reported their use as being completely effective without being invasive. The heat treatment, ‘Simply Heat’ with Thermo Bug, is ideal for rooms such as in apartments or hospitality-type accommodation and size isn’t a problem. The process is quiet and discreet and completely safe with no odors, fumes or residue build up. The room is sealed and gradually heated to about 55˚C which kills the entire life cycle of the bed bugs. Because the treatment is totally chemical-free there is no need for withholding times or to remove furniture. The intense heat can penetrate into small cracks and crevices, into electronic devices without harming them and through fabrics. Once the room has cooled and been vacuumed it is ready to be re-occupied. This method is perfect for larger areas or heavily infested locations. The advantages of the cooling treatment known as ‘Just Freeze’ with Cryonite are that it can be used where heat, such as in kitchens or anywhere food is stored is inappropriate. It is completely non-toxic, non-allergenic and non-staining on paint, plastic or glass. ‘Just Freeze’ eliminates insects by rapidly freezing them to a very low temperature with recycled carbon dioxide snow (dry ice). It kills insects immediately on contact, and is therefore suitable for treating a variety of infestations. As with the heat treatment, the room can be used straight away with very little down time. On a final note - be wary of how you deal with any reports of bed bugs in your establishment. There have been recent cases of bed bugs being ‘planted’ and then photographed on a smart phone to obtain free accommodation; other cases where bed bugs have been used to damage a business’ reputation etc. and there is the question remaining of who should be liable for the treatment costs. The best safeguard against all these threats is to set up an ‘ALPECO insurance- like’ fund and set aside money to have all your rooms inspected every six months and were necessary treated with the right method. Keep in mind we do use both treatment for other insects and pest problems. Average Treatment times: • Heat between 14-24 hours subject to size and infestation • Freeze normally 2-3 hours per standard room Find us at www.alpeco.co.nz l

STAYING IN THE LOOP Nick Steele, President of Les Clefs d’Or New Zealand

IT’S amazing that newspapers and magazines find it interesting to dig the dirt on hotels especially using overseas figures as the basis for a good story. There couldn’t have been any local operators pleased with the recent story published in Auckland about how dirty hotel rooms were – based on a US report. Especially as it found that tv remotes, bathroom counters and desks were cleaner in most three star properties than in four and five star hotels and concluding that the finest hotels were not necessarily the cleanest. SERVICED apartments are showing huge gains across Europe and the UK with high awareness among investors, lenders and developers. What was once a niche offer is now almost mainstream and this sector is evolving rapidly putting pressure on the standard hotel industry. The trend is now towards better technology, more efficient use of space and a tendency towards smaller units. But the fragmentation of the sector still fails to provide comparative data such as occupancy, average rates and operating margins.The serviced apartment sector does offer attractive yields and low operational costs.

One of the biggest challenges within the role of Concierge is staying up to date with constant change in your city. Whether this is restaurant openings or closings, shows and events or event local markets and one-off events. Being a Concierge in a hotel lobby, there is an expectation you have your finger on the pulse. It would be an embarrassment to send a guest to a recommended restaurant only to have this guest return to you upset because this establishment is no longer in operation. Further still, having a guest inform you of a musical which is performing in your city, to which you had little or no knowledge of. Being up to date and knowledgeable on what is happing is critical when providing advice to our guests. Some of the tools that I have found invaluable have in fact been the easiest to set up and manage. Subscribing to email newsletters from online booking companies such as Ticketek and Ticketmaster ensure that any new events are delivered straight to my email inbox. Most local theatres will also provide this service and once set up these emails are regular and very informative. Ensure that you keep a calendar with these events, especially when a concert or sporting event is many months away, reminders closer to the time

WE got told the other day that Donald Trump got it right about border walls being effective. They quoted China at installing a giant wall over 2000 years ago and they still don’t have any Mexicans. A NEW international survey has revealed that the state of hotel bed sheets was rated at the top of hotel guests concerns. Over a quarter of those surveyed worried about the cleanliness of their rooms and top of the worry list were sheets, pillows, bed covers and blankets. Despite this, 62% listed a big comfy bed as the top factor that made them feel at home. THERE’S a whisper going around in Europe and America that guests are losing trust in some OTA’s. A new international survey shows travelers are increasingly foregoing OTA’s in favour of booking direct and distrust had risen by 50% in the past 12 months. While most respondents said they wouldn’t book a hotel without reading a review, 95% said they preferred to trust the hotel’s own website over anything else. So clearly we need to keep up that direct advertising and marketing level that is becoming important for the bottom line.

ensure that you do not forget about an event. Walking your city, this is easy and helpful in many ways. It does seem very simple however walking the streets with the intention of observing is critical. Often we walk the same route daily however often miss the small changes in businesses when we have a destination in mind. I will often take a couple of hours to revisit areas I regularly send my hotel guests, with the only objective to spot what has changed. Communication with other Concierges is invaluable. With 18 Les Clefs d’Or members in Auckland, we have the benefit of many eyes and ears on what is

new and exciting in Auckland. We are constantly in contact with one another to ensure that any new information is shared, this in course is passed onto our respective team members at our hotels. With constant change within our cities, it is natural that your local knowledge will not stay up to date without taking an active interest in what is happening. Quickly your knowledge becomes outdated and irrelevant. Seeking information can, at times, seem daunting however with small, easy steps a passion for staying up to date quickly takes hold. We suggest our guests explore our cities, immerse themselves and get lost in our playgrounds, I think we should also do the same. l

OVERSEAS reports about gym facilities in hotels is also born out in New Zealand according to industry executives. While no local figures are available, there is a long held international belief that 70% of hotel guests base their booking decision on whether a property has a gym – but only about 7% ever use it. But apparently it is changing as the wellness travel sector grows bit by bit.

mates. It’s a bit of a harkback to last century but it seems to work and it’s a useful dollar at a slack time of day.

AN international study of nationalities most likely to steal from their hotel rooms had Argentinians and Singaporeans at the top of the list. 73% of Argentinians admitted to stealing followed by Singaporeans (71%,), Spanish (70%), Germans (68%) and Irish (67%). New Zealanders were well down the list at 49% with Norwegians and Colombians the most likely at 33% and 31% respectively. LOOK out for the new attraction of high tea. While some properties have been doing this fancy stuff for some years, cake stands and all, others are finding it a great reason to attract passing afternoon trade. And especially the older ladies and their

TELEVISION in New Zealand was once dominated by prepared food advertising by supermarket suppliers but the current change is quite noticeable with the travel and hotel industry coming into its own. Major property owners are now spending to create booking traffic to their own websites and contact centres and the OTA’s are also moving it up a notch with a strong push to their “knowledge” sites. Fresh players are now in the market with every man and his dog trying to be an authority (and also a commission taker) simply because it’s an easy business to get in to with no bricks and mortar at stake.

PETER MITCHELL Publisher, peter@reviewmags.com

August/September 2016

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