Hotel Magazine // October/November 2016 by Review Publishing Ltd

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THE BUSINESS OF HOTEL MANAGEMENT

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October/November 2016 â&#x20AC;¢ Vol. 2 No. 6

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GETTING COUNCILS ON BOARD

HOTELIERS USING SNAPCHAT

While the general tourism industry is enthusiastic about the growing number of visitors to our country and encouraging domestic travel, it needs substantial support from local bodies that for many years have ignored tourism. Not part of their role has been the general attitude but that must change for the benefit of everyone. As Tourism Industry Aotearoa says, only a fraction of the $82m a day generated is spent on hotels and attractions – the rest is in local cafes, bars, supermarkets, petrol stations, vineyards and other local businesses, all of whom need to be regionally supported to provide ongoing excellence. And this mean even simple infrastructure such as public toilets. But most of all, local bodies need to stop clogging up the growth of accommodation properties with miles of red tape and slow approvals. The industry is now finding that visitors want to experience the real New Zealand and get out of the cities and that’s where regional development comes into play. Certainly many of our beautiful country regions need local body support in both infrastructure and recognition of tourism’s value to its ratepayers.

Promoting hotels and accommodation via Facebook, Twitter and Instagram is now considered social media marketing 101 and almost all establishments are doing it. However, the new kid on the block, Snapchat, should be on your radar and this platform has over 100 million daily active users and has been the fastest growing messaging app. Brands can create profiles on Snapchat and post photos and videos to their story for people to view. The app can be a very useful tool to be in front of a highly engaged and youthful audience. Marriott Hotels is one accommodation provider that is using the app and initially started as part of the brand’s strategy to reach the younger traveller using its new creative content studio. Marriott partnered with storytellers who produce compelling stories with the hotel being the hero in the story. Accommodation providers can potentially create a wide range of content for their Snapchat platform that can be either promotional or editorial. Video tours of the property to discount codes only available for 24 hours can be featured to engage a new audience. If you have your eye on next generation travellers, Snapchat just might be the right tool for you to capture that audiences’ attention.

@nzhotel

@cardronahotel

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

Sarah Mitchell, Editorial Director, sarah@reviewmags.com

Turkish hotels average 95 guests per room per year.

The US is the land of the biggest beds around: the Grand King Bed is the longest double-width bed available at 2.5m, but travellers can go even further and request a custom oversized bed, which is an impressive 3.6m by 3m.

The highest hotel is the Hotel Everest View, located nearly 13,000 feet above sea level in the Himalaya Mountains.

@mgmgrand

The United States leads the world in number of hotel rooms with nearly 5 million rooms. China is second with 1.5 million rooms.

www.hotelmagazine.co.nz PUBLISHER: Peter Mitchell, peter@reviewmags.com MANAGING DIRECTOR: Tania Walters, tania@reviewmags.com EDITORIAL DIRECTOR: Sarah Mitchell, sarah@reviewmags.com EDITORIAL TEAM: Rossella Quaranta, rossella@reviewmags.com Caitlan Mitchell, caitlan@reviewmags.com

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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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PILLOW TOP FOR GRAND MILLENIUM

FIRST NEW HOTEL IN FIVE YEARS Ramada Hotels and Suites Queenstown Remarkables Park was officially opened in September with a celebration attended by the companies behind the development and local political leaders. With an influx of overseas tourists spending an incredible $1.18 billion locally in the year March 2015, second only to Auckland, the need for hotel rooms in Queenstown to keep up with

demand has been well-documented. The 54-room hotel is within walking distance of the airport, driving distance of the world-class Remarkables and Coronet Peak ski fields, and in close proximity to the heart of Queenstown. Ramada Queenstown Remarkables Park is a franchise agreement with New Zealand developer Robert Neil’s Safari Group and is managed by Marsden Asset Management Group. l

(From left to right): Greg and Pauline Ewan, General Managers; Mike Osborne, Managing Director of Marsden Asset Management; Barry Robinson, President and Managing Director of Wyndham Hotel Group South East Asia and Pacific Rim; Todd Barclay MP, the sitting member for CluthaSouthland; and Robert Neil, Founder and Director of Safari Group.

IHG HAS PLANS The InterContinental Hotels Group (IHG) has revealed its plans for a

significant expansion in New Zealand. Amongst its plans are two new South Island hotels including the country’s first Holiday Inn Express. The first is in Queenstown where it will shortly open a Holiday Inn in the former Goldridge Resort. And in 2018 it will launch its Express brand in Christchurch. l

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Grand Millenium Hotel Auckland recently completed a refreshment of their 452 rooms and suites. The fit out and design was by Space Studios in Auckland, and their design has given the hotel stylish new lobby areas, public spaces and updated rooms with new paint, carpets, lighting, and Grand Millenium beds from AH Beard. The beds are pillow top and were designed by AH Beard to Grand Millenium specifications, with no need for additional toppers. Given that generally beds are one of the top line areas complaints from guests, Paul Gallop, Area General Manager for Grand Millenium Hotels, is delighted that guests have been quick to compliment, and there have been no issues regarding quality or comfort. For Gallop managing the refit was easy given that the last refurbishment back in 2011 meant that the existing room quality was such that the floor by floor refreshment did not impact on guest expectations. “The process took just a year, and though managing guest expectations was easy, noise issues were a challenge given the occupancy rate was high”, said Gallop. “The team at Space Studios and our staff did a great job in managing the project and maintaining our guest’s expectations. We are delighted with the finished result and our guest feedback has been excellent”. l

INTEGRATED SOLUTIONS IN NZ The French-owned but global

technology supplier, Schneider Electric, is certainly making its mark in New Zealand where it has been a key player for the past 20 years. But to most people, it is less than well known although its products appear in most local buildings. The international giant has played a key part in commercial building developments and is Schneider Electric’s now recognised as an important national sales manager, supplier in the increasingly Ras Jayawickrama. technical hotel industry. National sales manager Ras Jayawickrama is proud of the company’s New Zealand role in energy management with its integrated solutions in a particularly diverse market. In addition to its international products, many from Europe, the company bought the well-known 80-yearold local company PDL some years ago and also owns the Clipsal brand from Australia. With its head office in Auckland, the company is also spread through Hamilton, Wellington and Christchurch with its 300 staff providing distribution and field service. “We are seen as a technology specialist with a great product reputation that includes off-the-shelf and customised solutions for industrial projects,” said Ras.”Being in touch with the world market’s trends and innovations is critical and it adds to our R&D investment as manufacturers.” The company’s technology now available covers many solutions for hotel guest comfort as well as extensive energy savings. It believes that smart buildings are the real emphasis in construction today and being in the solutions business means it also has a strong interest in connectivity. “The technology trends in hotels means sophisticated controls and internationally we have developed specific hotel solutions in a variety of languages,” said Ras. “So being up to speed internationally, we can talk to our customers about trends in the technical space. Of particular interest recently has been our work in attacking wastage and ensuring continuity with automated reports. Part of the company’s success has been in its $20m worth of stock holding and its 24-hour, 365 days a year technical support. l

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Tourism Organisations inbound trade event will be staged at the Heritage Hotel in Auckland from April 4-5 bringing senior decision makers from inbound travel businesses to the city. l

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The contract for the new $200m Park Hyatt in Auckland’s Wynyard Quarter has been let to China Construction NZ (CSCEO), part of the giant China State Construction group in a joint venture with the McConnell-owned Hawkins

company. The joint venture is also bidding for the $175m Sir James Apartment tower in the city’s Queen Street. CSCEO is reported to be the world’s biggest builder by revenue currently standing at over $US100 billion. l

NEW SPACE FOR JET PARK HOTEL Burns and Ferrall and Jet Park embarked on a journey together more than two years ago, when they decided to build a new Convention Centre to add to their offerings at Jet Park Hotel in Auckland. We worked closely with the design team from Ignite Architects and the owners/management of the hotel to come up with a design solution for the production kitchen, Coffee station, Buffet, up-stairs Finishing Kitchen and Bar area. Jet Park Conference Centre production kitchen boasts the top of the range equipment throughout with world leading brands such as Rational,

Winterhalter and Garland to mention a few, all supplied and installed by Burns and Ferrall. The kitchen has all round functionality, which enables them to cater to large groups as well as a number of small groups at the same time, taking into account for any special dietary needs.Â The buffet area has a unique design, which incorporates induction, carvery, and a bespoke built cold display unit, while the Coffee station is inviting and surrounded by comfortable lounge seating. The upstairs bar is situated in the middle of the room with beautiful views of the city and the equipment behind the bar is all gleaming glass with a Blue Light Glass Winterhalter glasswasher, which adds to the theatre of the room.Â The owners and management of Jet Park are extremely happy and are proud to show off their jewel. l Burns & Ferrall sales@burnsferrall.co.nz 0800 428 733

October/November 2016

GUESTS GET TALL EXPERIENCE

PAY TO STAY AT HOSPITAL A US study of over 400 people online who had been in hospital in the past six months has revealed that patients were willing to spend 38 percent more for a hotel room if it had hotel-quality upgrades. Luxuries like marble bathtubs, upgraded technology, televisions and butlers topped the list.

“In the past, traditionally, the hospitality industry has been focused on restaurants or lodging and hotels, but now I think a growing focus on patient satisfaction has hospitals turning a more customer-centric model,” said lead researcher Courtney SuessRaeisinafchi. l

Since 1930 a small hotel located in Nairobi, Kenya has been drawing in guests that has all the comforts of home, but with the added bonus of giraffes. Giraffe Manor operates a breeding program for a number of local endangered Rothschild giraffes. These tall guests are free to roam the 115 acres of land and occasionally pop their heads in guest bedroom windows to see what they are having for breakfast. The hotel is so popular that guests have to book a year in advance. Guests are free to go outside

and see the giraffes up close and personal, and feed them right from the outside dining tables. Richard Branson, Ewan McGregor and Mick Jagger are just a few celebrities that have stayed at the manor. l

MICRO HOTEL TREND Urban cities such as New York have seen a growing trend in ‘micro-hotels’. Arlo Hotels in Lower Manhattan has recently launched its new hotel brand that specialises in micro-sized hotel rooms. The hotel has 325 guest rooms and is said to maximise the tight 160 sq-ft spaces with efficient storage spaces and modern multi-functional furniture. “Our hotels are designed so that

everything is in its place and nothing is in excess, leaving you free to focus, think, feel, plan, create and experience what you want to the way you want to,” said Oleg Pavlov, founder and CEO of Quadrum Global, the parent brand of Arlo Hotels in a company statement. A second hotel of its kind is due to open in November in Midtown Manhattan near the Empire State Building. l

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LEADING BEST WESTERN BACK LOCAL Best Western, the brand that for many years was perceived as a motel franchise, is now bringing new life to its operation as it returns to New Zealand and moves into the motor inn and hotels market. And the good news for the brand is that it has appointed a resident general manager for New Zealand and the South Pacific based in Christchurch. Around the world, Best Western has dumped its old image and many of its traditional properties and has taken a stronger role as a true multi-national marketing co-operative. The co-operative approach means its members own the organisation and the marketing office answers to its members. This is a re-invention of the old brand with a totally new business model where it doesn’t manage or own

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Kevin Gough

any properties. Already it has established nine properties in New Zealand and although the biggest market gap has been in Christchurch, there is a new five star launch just taken place there where the core business is corporate clients. With this and four properties already set up in the Pacific. Its now a smart local operation under the Best Western and Best Western Plus banners. What has been interesting is that formerly Best Western in Sydney had been running the New Zealand operations and as many

other industries have found, that’s a bit of a stretch. Hence the local appointment of Kevin Gough Changing the organisation and its image has been quite a path especially for the home base of 2,200 properties in the United States and Canada. But the approach taken is being closely and successfully followed in this part of the world. In New Zealand, the new life being breathed into Best Western and its Plus operation has brought a new logo and new life along with its new added brand. Fortunately it still is a high recall brand and its chequered past has all but been forgotten. While other hotel operations have tended to brand diversify, Best Western has stuck with its original name and its relevant single brand name has made it quite powerful and internationally trusted. New Zealand may well be a one man band at present, but it is looking to expand its local management with more sales and marketing thrust and there is a possibility of its international group conference being held in New Zealand in the not too distant future for its 4000 international properties.

Changing the organisation and its image has been quite a path especially for the home base of 2,200 properties in the United States and Canada. But the approach taken is being closely and successfully followed in this part of the world. Kevin Gough is no newcomer to the hotel industry. He has spent the past 40 years in tourism and started out with TNZ. His last three roles have been with the Top 10 Holiday Parks, the Golden Chain Hotel group and of course Best Western. “Finding success as a hotel owner means finding the right partner and with our Best Western membership, there’s increased profitability and owners can keep their independence and personality,” he said. l

CRITICAL SHORTAGE

New Zealand’s relatively small hotel and accommodation inventory are under severe pressure after an unprecedented tourism boom according to Dean Humphries, national director of Colliers International’s Hotels division. “The massive increase in international tourists over the last three years, a 26 percent increase or nearly 700,000 additional visitors per annum, has caught many in the industry by surprise leading to a critical shortage of hotel rooms in some of New Zealand’s key tourism destinations,” said Humphries. “It would appear we simply don’t have the resources to build hotels at an adequate pace to satisfy the growing demand, and this is leaving the tourism industry in a precarious position.” Nick Thompson, director of Colliers International’s newly created Tourism and Leisure division specialising in accommodation assets of under 80 rooms, said the major shortage across the accommodation sector is expected to reach peak levels with the onset of three major sporting events in NZ next year. The shortage of rooms is most noticeable in Auckland and Queenstown, which will likely see their existing hotel inventory run at close to maximum occupancy during the upcoming

summer period. “It’s getting harder and harder to find appropriate sites to develop new hotels, and the cost of building them is rising rapidly on the back of an increasingly constrained building industry,” said Humphries. High quality hotel building costs have escalated beyond $6,000/sqm and along with high land values, and design/consent fees, the feasibility of new hotel developments is very marginal right now. Solutions need to be found and Humphries has suggested encouraging tourists to travel to regions that do have accommodation capacity or considering alternative building solutions such as modular or prefabricated construction techniques, something that has been adopted in Asia and Europe. l

SPECIALIST EARNS REINZ RECOGNITION Dean Humphries, one of New Zealand’s leading hotel advisors has recently been recognised as the country’s top Commercial and Industrial Salesperson of the Year by Real Estate Institute of New Zealand. This is the first time a salesperson that specialises solely in the divestment of tourism assets has won this coveted prize. In the year ending 31 March 2016, Humphries successfully brokered 11 hotel transactions with a combined value of over $325 million. l

GONDOLA APPLICATION LODGED Skyline Queenstown is a step closer to starting its proposed $60 million gondola redevelopment with its application for resource consent lodged this week. Coinciding with the consent application, Skyline has unveiled pictures of what the new iconic complex will look like when complete in 2018. The application to the council is publicly notified and contains details of the extensive work required for the project. The proposed development includes the replacement of its gondola, as well as a major expansion of its upper complex and a brand new lower terminal building. l

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THE LATEST IN HOTEL TECHNOLOGY TRENDS 95% of online shoppers get suspicious and think that online reviews have been censored if they see no negative reviews. When it comes to hotel technology trends, this is why it is important to implement plugins (otherwise known as widgets) on hotel sites as it brings in the good reviews, but also ensures the experience is authentic for potential hotel guests reviewing your hotel website. By implementing plugins, a hotel is actually increasing their chances of creating a very positive online reputation. Why? Customer relationship management, that’s why. For example, 60% of TripAdvisor users believe that a good online response from management to a negative online review entices them to book. If they see no response at all, their likelihood of making a booking decreases. Embedding a review widget is just one element of the many technology trends that the hotel industry is now embracing or for many, yet to embrace. Have a look at this infographic created by Killarney Hotels for more trends.

HOTEL TECHNOLOGY TRENDS — You Need to Know —

Except for Facebook, no other social media channel is used intensively across the hotel industry. Only 1 in 3 currently have videos on YouTube, even though video has become the single most important online format predicted to account for 80% of global internet traffic by 2019.

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NAVIGATION FOR VISUALLY IMPAIRED CQ Hotels Wellington has become the first hotel in the country to install an app to help the visually impaired. The app, Blindsquare, has been developed for the blind and visually impaired and acts as a navigation system by providing information to guide the person as they travel. The app is free and works by broadcasting a Bluetooth signal that the app recognises and converts to a voice message on the user’s iPhone, providing a spoken description of the business, its goods and services and the shop layout. The ‘Wellington Blindsquare Enabled’ project is a partnership

between Wellington City Council, the Blind Foundation, Radiola Smart Transit and Blindsquare. Fifteen iBeacons have already been installed throughout the hotel after just two months of the trial and is currently being rolled out to 200 retailers in the Wellington CBD. The iPhone navigation system also provides users with other information such as the names of the roads they are walking along or where the bus stops are. l

APP REDUCES JET-LAG

A new ‘Stay Well’ programme has been implemented in several US hotels that equip rooms with high-tech features that have health in mind. Features include a slowly increasing light that stimulates the dawn, air purification systems, aromatherapy, memory foam mattresses, nutritious meals, and ambient sound that gradually increases in volume which are all meant to improve air and water quality, regulate sleep patterns, and keep travellers from being exposed to allergens and germs. Each of the hotels also offer guests an app that give travel local travellers local recommendations and offers detail on the wellness features guests can expect in their room. The app also includes a jet lag tool that give personalised jet-lag fighting itineraries based on what time the flight lands and how far the guest has travelled. l

STRONG GROWTH FOR CLARITY

It’s easy to associate strong business growth with the general increase in tourism that the industry has been experiencing over the last 12-18 months. However, at Clarity the growth is more than that. Since the acquisition of the business in 2011 from the then UK owners, Clarity set out with clear goals to reinvent its support and to deliver quality software that focused on NZ client needs. Once they had begun to achieve this a brand and marketing refresh was rolled out. “We’re proud of the results and of the focus we have on delivering quality solutions,” said Jenny Vaughan, marketing manager for Clarity. “This year in response to requests from UK sites still using Clarity (110 Hotels and Groups) we approached the then UK reseller about purchasing that business back. After some negotiation we achieved this and in June reopened a UK office. We were fortunate enough to secure as general manager one of the previous employees who not only has strong hospitality industry experience at a management level but retains a good technical knowledge of Clarity systems.” The company is now well into upgrading these sites and have a UK team beginning to deliver a high standard of service that clients deserve. Locally it has been a very busy 12 months with more new clients and groups than ever upgrading their systems to Clarity. “It seems that the focus we’ve had on delivering feature rich and easy to use systems, the cost effectiveness of cloud hosting and the local development and support is proving popular.” Naturally this demand has also driven systems development, as does its roadmap focused on guest profiling and data analysis. “At Clarity, we’re proud to be helping our industry achieve record results and we’re delighted in our own growth.” l

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SOUTHLAND HOTELS HEARTLAND HOTEL CROYDON, GORE

The first stage of the Heartland Hotel Croydon renovation was the reception and restaurant which was completed in April 2013. The next stage was conference rooms and the main entrance which were both completed in October 2014. In 2015, the upgrade to the exterior of the building was completed along with the roof and the refurbishment of 22 superior rooms. “The initial goal was to give the hotel a lift in all areas as it was starting to look tired and business was starting to reflect this,” explained Mathew Brettell, general manager. Based on their location, the hotel hosts a range of national seminars and wanted to show what Southland has to offer outside of the main business areas. “There is nothing like this in Eastern Southland,” he added. The new fit-out was designed by Lynn Gray Interiors who worked with Jones & Cooper for the construction and McDowall Painting for the finishing. A highlight of the new room design is the skirting board direction light in the bathroom. Lynn Gray Interiors placed these lights based on past experiences staying in other hotels and the need for a small light as a guide at night. The superior rooms all feature exclusive ‘Scenic Bedding’ (Brand Standard for Scenic Hotels Suites and Resorts which is a brand of the Scenic Hotel Group), that includes; feather toppers, platinum triple sheeting and super king beds. There are still 16 rooms that have not been refurbished yet as the owners (The Mataura Licensing Trust) have already heavily invested in the current refurbishment. In the meantime, this gives their guests an option of a standard non-refurbished room or a superior room, and this cost range offers guests a choice based on their budget. Brettell was extremely excited about the completion of the 22 rooms with the prospect of changing the hotel from a three-star property to a luxurious four-star. “The hardest part of the renovation was balancing the building process while hosting guests which was tricky at times,” he said. As one of the leading restaurants in Gore, executive chef Trish Boyes recently travelled to Fiji where she found some great island ideas and inspiration for the spring and summer menus and also passed some of her knowledge onto Sous Chef Jessica O’Neill who has been helping to design the upcoming new menus. As a company Scenic Hotel Group has always invested in our future leaders and Jessica has embraced the challenge. The team is constantly busy catering for; Gore Hospital, Meals On Wheels, Conference lunches or dinners for up to 250 guests, private event catering, sports teams and of course breakfast, lunch and dinner seven days a week at the hotel. Boyes believes a good lamb rump will always be on her menu and said she is more of a meat section chef than patisserie. Originally trained in Christchurch, Boyes has worked at the Heartland Hotel for the past 29 years. In those years, she has helped mentor and train young chefs, and one ventured on to become the executive head chef at a five-star hotel in Franz Josef. To keep her menu fresh and on trend, she meets with her general manager regularly, goes to conferences through the hotel chain, dines out where possible and researches further through magazines and of course the internet. l

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LEFT TO RIGHT: Restaurant Manager Karla Vetters, Executive Chef Simon Henry, Interior Designer Lynn Gray, Hotel Executive Manager Bryan Townley.

ASCOT PARK HOTEL, INVERCARGILL The Ascot Park Hotel in Invercargill recently finished refurbishing their restaurant Emberz as part of a planned staged upgrade for the hotel. Spanning 17 acres the 40-yearold hotel has differing wings, Classic, Deluxe Wing and Apartment. The Classic rooms are the first being refurbished and during the process, executive manager Bryan Townley said they are managing customer expectations well by marketing the hotel in a very transparent manner. “The Hotel has a Qualmark fourstar rating, however, our room types are clearly identified. Our website and online booking engines all have good pictures and descriptions of each room type,” said Townley. Lynn Gray Interior Design designed Emberz restaurant. All the furniture, carpet, paint, paper and fixtures were on site before the builders arrived and the refurbishment was completed in just under four weeks. The goal for the restaurant’s new look was to create a functional space that offered good utilisation of the area available in order to maximise dining numbers. “We also wanted to provide a haven for the diner. That when you walk into Emberz, you feel that you are in a totally different environment from the rest of the hotel which makes the area more of a destination rather than an extension of the business,” he said. Townley also stated that fortunately there were no hurdles and everything was seamless, on time and on budget.

A highlight of the process so far has been working with Lynn Gray and the tradespeople. “The process was well planned and organised, and the disruption to our diners was minimal,” he added. The finished product is exactly what they set out to achieve and has been well received by customers and the restaurant team love working in their new environment. The next step for the Ascot Park Hotel is upgrading their 53 ‘Classic’ hotel rooms that is divided into two wings. They are starting with setting up a prototype room and from here they can analyse the overall design, functionality and practicality before they go into full refurbishment mode. These 53 rooms have cathedral style ceilings, which Townley is now considering squaring off. Otherwise, the room structure will remain the same. Ferryway Mattress Company supplies the Imperial Luxury beds paired with a polyester and wool blend pillow top. Locally owned McCullum’s Laundry provides all linen. The bathrooms will be re-tiled and will feature new updated fixtures. “I believe the refurbished ‘Classic Rooms’ will provide a new level of comfort for our guests, offering modern surrounds which will lift the overall standard of the entire Hotel. No doubt some guests will still have a room type preference, which they do now, however the classic wings will be as equally appointed as the rest of the Hotel,” explained Townley. l

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COLOURS THAT REFLECT YOUR STYLE AND AMBIENCE Every accommodation provider knows the importance of having furnishings that reflect the style and ambience created throughout the hotel, motel or luxury lodge. Here we look at ideas to refresh a look using Resene colour palettes and eye catching statement pieces for a common space or hotel rooms and suites. From cool hues to warm tones, we have colour matched signature pieces with Resene paints to inspire your next refurbishment or a refresh before the summer season begins. This year, pastels similar to Resene Gelato are more natural and pigment-infused than the popular shades of the 80s. They appear rich and vibrant but at the same time are subtle and subdued. Think tranquillity and strength for these hues that build on the resurgence of last yearâ&#x20AC;&#x2122;s paler tones. A sense of serenity is created with the brown-hued neutrals similar to Resene Peach Schnapps. These beachy driftwood natural tones are warm and down to earth, an aesthetic relief from the saturated greys and blacks that give a more modern and earthy colour scheme to any space. l

Dawson & Co Fawn Sofa

Mingâ&#x20AC;&#x2122;s Heart Poltrona Frau

Resene Cooled Green

Resene Coastal Blue

Matisse Showtime Table

Rapee Whisper Blue Rapee Hayman Blue

Matisse Archibald Chair Matisse Husk Sofa

Colours available from Resene ColorShops www.resene.co.nz 0800 737 363

ARTSOME FURNITURE – THE ART OF LUXURY Rembrandt are proud and exclusive stockist of this vast array of designer furniture, with pieces to match many occasions and surroundings, to bring the “the Art of Luxury” to you. Vintage Leather pieces to the Black Velvet Sofa Deladuo, there truly is a touch for any theme. No matter what you’re looking for from Hotel to Café we here at Rembrandt can help you. Enquire now to find the luxury in every detail. For more information visit www.rfa.co.nz or email sales@rfa. co.nz or call, 06 8310150. Want your product featured? Contact sarah@reviewmags.com

ENHANCE YOUR IMAGE Custom Tags is a specialist supplier of customised key tags for motels and hotels. The team have over 20 years experience helping hoteliers enhance their image, improve guest experiences and reduce the hassle and expense of lost key tags. To increase the security of lost key tags, Custom Tags recommend anonymous designs. The return address for lost tags can be your PO Box or Custom Tags PO Box. These options give guests an easy way to return tags without compromising security. See the variety of designs that Custom Tags can create for you on their website www.customtags.co.nz. For a free no obligation design and quotation for your key tag requirements contact Custom Tags on 09 528 8102 or email info@customtags.co.nz.

BREAKFAST WITH PERSONALITY Brainchild of Scotty Baragwanath, Auckland-based brand Blue Frog Breakfast is all about wholefood ingredients, ingenious flavour combinations and top-notch innovation, with no compromise on quality. The company has just re-launched its award-winning product range with new packaging to drive strong taste cues and provide clear on-shelf navigation. In addition, it has introduced its new Zesty Raspberry, Coconut and Toasted Almond cereal, which is a finalist in the 2016 Food Awards. Finally, the brand has also created the first premium Kids Cereal range in collaboration with premium category enhancing partners such as All Good Bananas, OOB and Fix & Fogg Peanut Butter. Blue Frog’s range is now ready to roll out nationally. For more information, visit bluefrogbreakfast.co.nz.

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ECO-FRIENDLY DISBIN Disbin is a disposable, biodegradable sanitary bin for short and long term accomodation. Accommodation providers can reduce the amount of toilet blockages with the addition of Disbin and can replace it when full. The bin can either sit on the floor or hang on a wall clip and discreetly conceals all tampons, pads, condoms, dental floss and cotton buds etc. Disbin can last over two months and is a proven powerful sanitiser that prevents odour. When it is full, it can be sent to landfill like all sanitary waste. The product is available in two sizes and is commonly used by YHA’s, backpackers, hotels, motels, beach baches, and top ten holiday parks. Disbin provide double-lined paper sanitary bags as well as the bin and it is all discretely flat-packed. For a no contract option for sanitary bins for your establishment visit www.disbin.com or call 027 22 44 154.

MINIBAR ADDITION Phoenix Organic have crafted a range of delicious premium mixers - made from the finest organic* ingredients. These mixers are a great addition to your restaurant bar and minibar, complementing the finest spirits with the ideal balance of clean, authentic flavours and perfect carbonation. Try these mixers in your signature cocktail or serve them in your minibar – they will enhance your drink naturally. The Phoenix Organic* Premium Mixer range includes five variations, Tonic Water, Ginger Ale, Soda Water, Dry Lemonade and Premium Cola. They are available in 15 x 250ml packs. * Phoenix Soda Water is not certified Organic – Water cannot be certified organic»

LUXURIOUS ‘MM’ DOWN & FEATHER The ‘MM Down’ duvet inner, pillow and mattress topper collection offers an extensive range of warmth and fill levels in premium goose down & feather… with superior lofting and natural fibres to ensure your guests the most blissful & cosy night’s sleep. The duvets are stitched in a square construction to ensure even distribution and the range is covered in 300 thread count pure cotton sateen, with silver piping and double stitching. With the effective Swiss technology hygiene treatment ‘Sanatized’ it ensures long lasting freshness, comfort & protection. ‘MM Down’ is part of the ‘MM Linen’ bedding and cushion range, which can be viewed on www.mmlinen.com, or for more information emailinfo@mmlinen.com or ph. (03) 3776006.

SPECIALIST CLEANING SUPPLIES CATERING TROLLEY The Catering Trolley is 103cm wide from the outside of the top handles and 95cm high to the top of the handles, and is 51cm wide. Available in black only, the latest design has optional side buckets. The Catering Trolley has proved to be very popular in a variety of markets including hospitality, offices, healthcare and schools. For more information contact Specialist Cleaning Supplies on 0800 477624.

SPECIALIST CLEANING SUPPLIES TOP QUALITY CLEANING TROLLEY The Top Quality Cleaning Trolley is a standard, traditional cleaning trolley with heavy-duty construction and quality wheels. Colours may vary. For more information contact Specialist Cleaning Supplies on 0800 477624. Top Quality Cleaning Trolley is $125.00 +GST

PREMIUM HOUSEKEEPING TROLLEY The Premium Housekeeping Trolley is the latest edition to the range at Specialist Cleaning Supplies and is a large, robust, well-built trolley. The Premium Housekeeping Trolley is designed specifically for the hospitality industry to carry supplies on top, clean linen inside and dirty linen or rubbish in the outside bags. They measure 1190mm high, 535mm wide and 1460mm long. Premium Housekeeping Trolley is $449+GST. For more information contact Specialist Cleaning Supplies on 0800 477624, David on 0274 476999 or email david@scspn.co.nz.

POSTURE PERFECT One of the fastest growing bed brands in New Zealand, Slumberzone provide innovative and luxurious beds to commercial establishments. The new Posture Perfect bed features a Tri-Pedic pocket spring mattress that is unique with distinctive design giving a firmer and supportive response when body pressure is applied. The mattress also has an enriched side encasement with enhanced centre support. It is available in a wide range of colours and fabrics and an option upgrade to a pillow top for a plush feel at nominal cost. All with a five year warranty. When compromise is not an option contact Slumberzone to ensure guests get the perfect night’s sleep. For more information call 0800 424 3769.

PREMIUM ORGANIC SKINCARE Bohemian Skin is one of the few natural skincare products to really care. It’s 100 percent natural, with no nasty hidden ingredients and is suitable for women to use throughout their life even during pregnancy and still actually work. Morgan Littler fell pregnant in early 2015 and found it was near impossible to find natural skincare products that you could use while pregnant. For someone who also struggled through her teenage years with acne, she searched high and low for a miracle product that was safe as well as effective. Littler began to search through her pantry and fridge for ingredients to create her own natural remedies for very basic natural skincare. It was then her husband, and now co-founder, suggested that she create her own line of tailored skincare products for women to use no matter what stage of their life they are at. The current Bohemian Skin range includes a Gel Cleanser, Purifying Toner, Facial Moisturiser and Spot Assist. There is also a Facial Mask to be added to the collection by the end of this year. For more information or to order this product to offer your guests visit www.bohemianskin.com.au or email hello@bohemianskin.com.au.

ECOYA CHRISTMAS COLLECTION The festive season is a time for tradition, creating memories, eating delicious food and being surrounded by friends and family, and fragrance is a key element to any space during this time, enhancing emotions and evoking memories to recall for years to come. Ecoya have launched the limited edition Christmas collection. Evoking the sense of Christmas through scent, the range once again features the iconic Ecoya festive fragrance, fresh pine, now in its fifth year, along with the hugely popular scent, Sweet Fruits, which debuted last Christmas. The two fragrances are available in a full size candle, mini candle and mini reed diffuser.

October/November 2016

CREATING BIG MEMORIES In my last article I wrote about the changes B&Bs have experienced in recent years and how that has affected us, in particular having to embrace new technology and the need to re-engineer our businesses accordingly. Even though we have moved with the times, like many small to medium sized businesses in New Zealand, we still feel we’re lagging behind.

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

The Bed & Breakfast Association New Zealand has a duty of care to its members to help them manage the consequences of the unprecedented growth in international tourist arrivals. The Association is the connection point for members, and is well placed to provide them with all the information they need to run their businesses successfully; this includes helping them keep up with technology. Most B&Bs have enthusiastically embraced the increase in guests, especially when those travellers choose to stay with them because they know they’ll get a unique experience. It is fair to say that all players in the accommodation industry struggle to get direct bookings and B&Bs are no different. To be in the running for any direct bookings, our B&B members have to fully embrace technology and be prepared to factor in the cost as an everyday business expense. Like it or not we accept that some of our bookings will come through the OTAs and now that we no longer have print advertising as an expenditure we accept that our marketing budget needs to

include OTA commissions. They provide a service to the accommodation sector and guests alike, and given their deep pockets and broad reach they will remain a part of our distribution strategy. It is therefore necessary for B&Bs to continue working with OTAs but there is no reason why we should not pursue direct bookings. Recognising that travellers have changed the way they are booking and the types of devices they are using, in an effort to market their B&Bs we looked at options to help our members get noticed more and to get direct bookings. By working with Welman Technologies in Wellington, the Bed & Breakfast Association New Zealand upgraded its own marketing website and launched www.bedandbreakfastnz.co.nz solely dedicated to marketing our member properties to potential guests, allowing them to make direct bookings online with instant confirmations. We didn’t stop there though. Given the demise of print publications and the increase in bookings made from mobile devices we saw the opportunity to develop a mobile app, and

once again, working with Welman Technologies we were able to create an app which has been released on both android and i-phones. Now our members have access to affordable products that allow them to connect using the Welman systems and provide travellers with the option of making instant bookings via the bedandbreakfastnz.co.nz web site or via the mobile app B and B NZ. If we can be instrumental in helping our members connect with guests in this way then we will be able to say “job well done”. We feel very satisfied that we have provided our members with a high tech marketing web site and mobile app giving their guests a first class quality experience from the time they start thinking about booking their stay, through to the day they leave. If the travellers choose to book direct with our members via the bedandbreakfastnz.co.nz web site or mobile app B and B NZ, they are at the beginning of an incredible journey – and we couldn’t be happier to know that we’ll share in the big memories they’ll be creating of their visit to New Zealand. l

SHARING EXPERIENCES Nick Steele, President of Les Clefs d’Or New Zealand

Hospitality can be very demanding on your time with family and friends. Holidays and weekends appear to disappear once one has embarked on a career in this field. At my hotels I have always tried to ensure that my staff, and myself, have a good work life balance. This is far easier said than done. But are there things we can do at work that assist in making this a little easier. I wish to share one of the big actions I take to remind my staff that they have interests outside of work to which they are passionate about. As a Concierge we certainly have the privilege of making suggestions to our guests about

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things to see and do. In some ways while we are working we can live vicariously through our guests and their experiences. I take a lot of time in finding out what interests and hobbies my staff have. Whenever there is a guest request that fits within the scope of their interest or hobbies I ensure that they are included in suggesting options and providing information. They may be at work, however in doing so their thoughts have been taking far from the routine and their excitement to please the guest is infectious. Upon the guests return to the hotel, you clearly see the sharing of stories and experiences, laughter, joy and the unification of a shared experience ensures that all involved have had a wonderful interaction. Move over the staff member has been reminded of their passions that exist outside of the hotel.

This also has a second influence on the operation of a Concierge Desk. In knowing the key strengths and experience of staff outside the hotel, I now have 30 people, with 30 different hobbies and passions. When there is a Golf enquiry, I know exactly who to pull into the conversation. When a guest wishes to go Mountain Biking, there is similarly a different staff member who is ideal to suggest routes and bike hire options. Hand picking the best knowledge within the team ensures that the guests are not only getting information, but first hand experienced information. I is truly a win/win for all involved. Sure, the staff are still at work while friends and family are missing them. However by pulling their passions and hobbies into their work day I certainly see their moral and interest in their work increase dramatically. l

0800 ARTWOOD artwoodfurniture.co.nz

FOOD CRAWL IN HAVELOCK NORTH Following the campylobacter outbreak in Havelock North, Napier Hospitality New Zealand members put together a ‘food crawl’ to support fellow operators. Local transport company Nimon and Sons donated a 48-seater bus for the occasion ensuring everyone got to and from their destination safely. “When the going gets tough, we can count on our fellow hospitality and accommodation operators to rally around for support, and we thought a ‘food crawl’ to Havelock North to visit our members, who have had a tough time, might be just what the doctor ordered,” said Hospitality New Zealand branch president for Hawke’s Bay, Shaye Bird. “The impact on businesses in Havelock North has been devastating, with many of our members in the area having suffered significant cancellations or loss of business since the campylobacter outbreak occurred. One motelier

NEXT GENERATION ON TOUR Australia’s First Families of Wine (AFFW)

who has run at around 80 percent occupancy at this time of the year for the last ten years is currently sitting on 31 percent occupancy, and that’s a huge hit to take.” The bus was filled with Napier hospitality people, who headed to Havelock North on a ‘food crawl’ to Deliciosa, Loading Ramp, Namaskar, Pipi and Hugo Chang to put some money in their tills. l

‘Next Gens’ will be immersing themselves in New Zealand’s wine culture in the spirit of collaboration and education. The three-day tour in October will see 17 ‘Next Gens’ travelling around the country tasting and tweeting about their various experiences. The group will be sharing tasting tables with members of the Family of Twelve during the first consumer tasting event at Glengarry Wines in Auckland to taste and talk about the variations of flavours and styles that come from the varying terroirs across the Tasman. After visiting each other’s Australian wineries over the past four years, it was time for the ‘Next Gens’ to look further afield for their next educational trip. Australia’s First Families of Wine include Brown Brothers, Campbells, d’Arenberg, De Bortoli, Henschke Wines, Howard Park, Jim Barry Wines, McWilliams, Tahbilk, Taylors, Tyrrells and Yalumba. 10 of the 12 brands will be represented through the New Zealand tour. l

Back row L-R: Sam Barry, Andreas Henschke, Ben De Bortoli, Anna De Bortoli, Jeff McWilliam, Tom Barry Middle row L-R: Chris Tyrrell, Katherine Brown, Scott McWilliam, Georgia Hill-Smith, Jess Hill-Smith, Jane Campbell Front row L-R: Justine Henschke, Sally Webber, Olivia Barry, Claire McWilliam, Lucy Hill-Smith, Caroline Brown, Jane Tyrrell, Hayley Purbrick, Richard Burch, Karen McWilliam

APPETITE TO BE THE BEST

Over the next few months, red meat will be the star on the menu as chefs compete in the Silver Fern Farms Premier Selection Awards. Currently, in their fourth year, the awards have seen over 200 entries from New Zealand’s best chefs and restaurants in the competition since its inception. The awards provide the opportunity for New Zealand’s top chefs to showcase their talent and craft using the best quality red meat. “We are excited about the growth of the Premier Selection Awards over the past few years and the positive feedback we have had from chefs, who tell us they enjoy the opportunity to create a new dish using Silver Fern Farms cuts,” said Sharon Angus, Silver Fern Farms general manager marketing. The new categories introduced in 2015 will be maintained this year and include; Best Beef Dish, Best Lamb Dish, Best Venison Dish, Best Metropolitan Restaurant, and Best Regional Restaurant. The supreme winner will receive the title of Premier Master of Fine Cuisine. “The awards give professional chefs an avenue to create a memorable taste experience for diners while also being recognised for their creativity and skills,” said Angus. “We want to provide them with the finest ingredients so they can harness their creativity and innovation to produce extraordinary results for diners.” Invited chefs can enter online and find further information at www.silverfernfarms.co.nz/ premierselectionawards l

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CAFÉ FAILS TO PAY MIGRANT WORKER A motor inn and café in Lewis Pass has been ordered to pay $19,296 in penalties and arrears by the Employment Relations Authority (ERA) for failing to pay a migrant worker minimum wage or holiday pay. Alpine Motor Inn and Café was fined a $5000 penalty for taking advantage of a vulnerable migrant worker as well as an additional $7500 in penalties for failure to maintain records, or pay minimum wage. While director Jerry Hohneck argued that the worker was a volunteer and not an employee during the three-month period, the ERA said the evidence provided did not stack up. l

NO LONGER BEVERAGE SPECIFIC Sacred Hill Wine Company has announced its rebrand to Quench Collective. The new look and name, no longer brand or beverage-specific, allows flexibility and diversification for building the business in the future. Set up in 2012, Sacred Hill Wine Company solely managed domestic sales and distribution of the Sacred Hill portfolio of wine brands. “From the beginning, we set out to grow this as a key area of the business,” said founder and managing director of Sacred Hill Vineyards, David Mason. “The journey has been a successful one so far and now the time has come to move on from the Sacred Hill name and set Quench Collective on a new course.” Following two rewarding years distributing Panhead before its acquisition by Lion, Quench Collective now has a proven track record in growing agency brands. In Recent months Quench Collective has become the national distributor for Paynters and Zeffer Ciders, alongside craft beer brands Liberty Brewing and 8 Wired. Quench Collective will remain wholly owned by Sacred Hill Vineyards. l

October/November 2016

DIRTY BATHROOMS OFFPUTTING

NEW WINERY FOR ROCKBURN After leasing premises at the industrial McNulty Road site for ten years, the team at Rockburn Wines recently completed their first vintage at their new winery in Ripponvale Road, Cromwell. The awardwinning producer acquired the existing winery site in September last year to meet increasing demand and future-proof its operation. “Due to rapid growth and remarkable popularity of our wines, we were forced to outsource some processes in previous years due to capacity shortfalls,” said Paul Donaghy, general manager of Rockburn Wines. “We’re very pleased to bring everything back under one roof from this vintage onwards. The old McNulty Road winery was getting near breaking point, and we’re thrilled to have found a site at Ripponvale Road that sets us up for further growth.” After an extensive refit and upgrade of the winery, winemaker Malcolm FrancisRees successfully managed the transition to the Ripponvale Road site within a four-week window before the 2016 harvest getting underway. The Cellar Door remains at McNulty Road and is open seven days. l

HEART FOUNDATION KIDS GUIDELINES

The Heart Foundation’s Kids Choice menu guidelines are being picked up by many restaurants nationally and proving a great success according to Food & Nutrition manager Dave Monro. The guidelines were developed following a survey last year of various venues around the country, and the results showed there was plenty of scope for work in this area. “Many young children are developing sophisticated tastes as they are increasingly eating out with a parent,” said Monro. “The guidelines have been developed to make it easy for foodservice operators to include healthy meal options and the kid’s menus can promote a key point of difference.” l

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A nationwide study has revealed that 70 percent of Kiwi diners prefer casual dining over a formal setting, and that excellent food is what will keep them going back to a restaurant. The ‘What Matters?’ survey also found that New Zealanders are most likely to avoid a restaurant due to poor food quality, dirty bathrooms and rude staff. Despite being relatively forgiving of slow service, around 20 percent of Kiwis will cite this as a reason not to return. Smartphones have become an integral part of the modern dining experience with 80 percent of Kiwis using their phone to

find a restaurant to go to, 55 percent take photos of their dishes to share online, and 45 percent check-in to restaurants on social media. “The amount of Kiwis following restaurants and chefs via social media is interesting,” said Jennifer Boyes, managing director of Salt & Pepper PR who carried out the survey. “Hopefully, those figures will encourage them to invest more time in their online presence. Those actively engaging with their customers on social media have a definite advantage over their competitors. It’s an area that many Kiwi restaurants and cafes could improve on.” l

100% PASTURE FED LAMBS Following the successful launch of Coastal Spring Lamb in 2010, Richard and Suze Redmayne from ‘Tunnel Hill’ and a select group of 12 family farms on the North Island’s west and east coasts continue today to produce lambs for Coast Spring Lamb and Coast Lamb. Coastal Spring Lambs are some of the first spring lambs born in New Zealand each year and are sold exclusively throughout New Zealand retail and are also exported to Belgium, Singapore, Hong Kong, Macau, Vietnam and Thailand and also through a renowned food service company to hotels and restaurants. Coastal Lamb was launched in early 2015 and is available from February through to the end of September each year, to provide a 12-month supply of lambs for its export customers. Both Coastal Spring Lamb and Coastal Lambs are tender, succulent and full of flavour. The secret lies in the pasture the lambs are raised on, which is lush ryegrass mixed with clovers and herbs, and naturally seasoned by the sea. The company is all about providing a very real connection between the families who produce the lambs and the customer. As farmers, they are proud to produce consistent, succulent, tender lamb that is 100 percent pasture fed for customers who like to know where their food comes from. For more information contact Simon at Neat Meat on 021 404 705 or Dean at Chef’s Choice on 027 659 5111. l

COFFEE AND BAR AWARDS

Coffee and liquor also played a role at the National Salon in August, despite the main emphasis on food. In the barista section, Johnny Leung of the Brew Group (previously Bell Tea and Coffee) took out the Barista of the Year title. Chief judge Janine Quaid spoke of a more relaxed style of presentation now coming through that showcased competitors’ personalities. The Bartender of the Year title went to Varun Kumar of Rotorua’s Sudima Hotel and this year’s Cocktail Champion was Suchit Chhetri of Auckland’s Rendezvous Hotel. l

ORA KING FINALISTS ANNOUNCED The Ora King Awards are back for 2016 and with that comes the creation of innovative dishes such as gin cured salmon belly, brown-spiced sugar salmon, raw confit of salmon and tomato cured salmon. The finalists for the Best Ora King Dish New Zealand award have been announced with chefs from Auckland, Wellington and Featherston making the final four. Now in its fourth year, the annual Ora King Awards recognises outstanding contributions from chefs working with Ora King salmon. Finalists include Jinu Abraham from Hector’s Restaurant at the Heritage Hotel in Auckland. His dish consists of raw confit of Ora King salmon, with yacon and apple slaw, caramelised cauliflower puree, avocado wasabi and coconut vanilla crumbs with pickled onions. The competition is not complete until each of the four finalists’ dishes are re-judged by industry experts Geoff Scott and Anna-King Shahab. “Entries have been whittled down from 63, and the Ora King judges have spent the past four weeks visiting ten semi-finalist restaurants from around the country to get to our final four,” said New Zealand King Salmon general manager marketing Jemma McCowan. Winners will be announced mid-October. l

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WHAT DOES YOUR WINE LIST SAY ABOUT YOU? Putting together a successful restaurant wine list is no easy thing. It takes knowledge of wine, a good culinary sense, a mind for business, a good dose of humility and the ability to really listen to what customers want.

brands they see ‘outrageous’, ‘rip-offs’ they see the price triple what they have paid in the supermarket.

BUDGET House wine at less than $10 a glass. Lots of blends in a bottle and no ‘single vineyards’ on offer here. Wine quality is acceptable but the 2nd bottle sales won’t happen ( unless it’s a wake or 18 year olds having their first night away from the back seat of the Skyline). Varieties well known in New Zealand are on offer but they will be from Australia – Chile etc.

CONNOISSEUR What does your wine list actually say about your Hotel? Your wine list is an important tool in the advertising of your Hotel, some say it tells your guests a lot more about your property than most of the pretty pictures do. Your wine list should be aimed specifically at your particular guest demographic, domestic – corporate – tour groups or internationals.

SUPERMARKET Your wine list is filled with brands that are readily available in Countdowns & Pak’n Saves throughout the country. Household brands you might argue, and indeed they are, which means your domestic and corporate customers know them, they trust them, heck they drink them on a regular basis and as such they know the price. So when they sit down in your restaurant to peruse what their drinking pleasure will be, they don’t see recognised

Either a Sommelier or wine buff F & B Manager has taken great care to source those bottles that can’t be found in a competitors Hotel. Contacts strong enough to get hold of some cellar stock or a few cases of the Reserve that is boxed and ready to be shipped overseas. Your F & B staff will be well trained, they will have your permission to open a bottle for a guest to sample with the belief your staff have made the right recommendation and the bottle will be bought. Your wines will have a story, one that your staff will regale to your guest in a captivating way adding another layer to the guest experience. The prices are not cheap but you are paying for quality and you get that quality with every glass.

DON’T CARE Overpriced glass prices with the wastage built in because the staff turnover is as high as the mark ups are. The wine list has a number of wines that are out of stock, vintages are wrong and you

THE BEVERAGE MARKET HAS EXPERIENCED AN EXPLOSION OF NEW BRANDS AND VARIANTS ACROSS ALL SECTORS. 24

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will have a very average Sauvignon Blanc that is at least two years old. The $0.50 increase in house wine from the supplier means you can push the glass price up by a $1.

DO CARE Wines are priced to compliment the menu on offer. You may be carrying a few supermarket brands but they are priced to encourage a sale and therefore become value for money. Wines of the month are supported by POS material and the staff have been well educated in order to ‘sell’ the wines. Wine makers are supportive of doing one off events like ‘meet the wine maker’s dinner’. Your list has been complied in conjunction with the Chef and is changed at least twice a year.

HIDDEN GEM The wine list here resembles a good book, you keep it at the table throughout the meal. Your customer has confidence in the wait staff after their first recommendation worked so well that they can’t wait to see what comes with the next course. The Restaurant feels like a Restaurant and not a Hotel Restaurant, your customers are happy to take that glass of sticky to the lounge to finish with a coffee or digestive. If you ever need examples of how your customers view a Hotels wine list then jump on TripAdvisor in the first instance and see what they say. Generically it’s the same comments when written in the positive and the negative. It doesn’t take a brain surgeon to fix the negative, price quality & training are areas in which you actually do have total control and yes I get it that you don’t make the wine yourself so therefore what’s in the bottle is beyond your control but as you have a massive say in the actual list, you should have tried what’s in the bottle before it becomes part of your list. If your Hotel Group is on your back about getting that extra 0.5% out of your F & B department have a closer look at your wine list. Don’t go putting your prices up without going through your list with a fine tooth comb and look at adding value to it. By looking at ways of encouraging your customers to have another glass you might even move your list from ‘don’t care’ to the ‘do care’ and that alone will deliver the 0.5% required to keep the bosses happy. l www.martarni.com

In our special supplement, The Beverage Report we will have market commentary from industry experts on the value of the market, consumer behaviour patterns and consumption trends. ORDER YOUR COPY NOW!

$19.95

Contact beverage@reviewmags.com or call 09 304 0142 ext: 701

October/November 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

ROCKBURN STOLEN KISS ROSE 2016 The slightly frivolous and fruity side of Central Otago Pinot Noir is all wrapped up in this bottle of Stolen Kiss Rose. It has a candy-floss and crème-brulee aromas shall sashay into a flirtatious toffee-apple and simmering strawberry palate smeared with cherry lip-gloss.

1 THE PAPER NAUTILUS SAUVIGNON BLANC 2015

The inaugural release of The Paper Nautilus exhibits subtle aromas of lemon peel, mango and hazelnuts. The palate is full with a rich midpalate and a dry lingering finish. This wine will improve for 3-5 years post vintage and is delicious upon release. It is perfectly matched with chilli and lime – dressed oysters. [ Negociants ]

4 TIO PEPE JEREZ XERES SHERRY PALOMINO FINO

An elegant and authentic quality white wine, it is pale golden in colour, clean and bright. On the nose it is elegant with pungent aromas, as a result of the ‘flor’, and almond notes, characteristic of the Palomino grape variety. The palate is full-bodied; crisp and very dry with a complex long finish. Good food tastes better with Tio Pepe, the perfect accompaniment to many types of cuisine from typical Spanish tapas to sushi. [ Negociants ]

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E.GUIGAL CÔTES DU RHÔNE RED 2012 “A big success in the vintage, the 2013 Cotes du Rhone has lots of Syrah character in its smoked earth, pepper, dark fruits and olivescented bouquet. Medium-bodied, with good mid-palate density and plenty of tannin, it should round into form once bottled and drink well for a 7-8 years,” said Jeb Dunnuck. It is best matched with cold meats, meat, game bird and cheese. [ Negociants ]

YALUMBA THE SCRIBBLER CABERNET SHIRAZ 2012 The 2012 Scribbler opens with floral notes of red compote berries. Very coastal aromas, the wine is fresh on the palate, with a very direct line of fruit running through with hints of cool mints and rich mid-palate textures. Energetic, the wine has a mouth coating powdery tannin finish. It is best paired with a classic beef wellington. [ Negociants ]

SAINT CLAIR CABERNET MERLOT 2014 The Saint Clair Cabernet Merlot is dark and inky with purple hues. Aromatic ripe red plums mixed with milk chocolate feature in the aroma alongside coffee, spring floral notes and a hint of blackcurrant. A delicious blend displaying ripe plum, the wine has aromatic floral notes, fresh blackberries and fresh coffee on the palate that is full and round with silky tannins, well-balanced acidity and interlaced spicy oak. It is ideal with barbequed or grilled beef or lamb. [ Negociants ]

CABLE BAY SYRAH 2014 This Cable Bay Syrah is a picture of elegance. Violets, brambles, fresh coffee bean, and rose – this wine has a certain wild child feel about it. The palate is seamless, with the fruit being the star of the show. It has great integration of oak and tannin, it’s harmonious, the length prodigious. All of Cable Bay’s vineyards are accredited with Sustainable Wine Growing New Zealand. It is best matched with slow roasted venison. [ Cable Bay ]

ROCKBURN STOLEN KISS PINOT NOIR 2015

PALLISER PENCARROW PINOT NOIR 2013 Dark, deep-hearted purple-red colour, this Pinot Noir is lighter on the rim and youthful in appearance. On the nose it is softly full with aromas of ripe, dark red berry and plum fruits, entwined with subtle herb, liquorice and spice notes grow in volume in the glass. It is a full-bodied and full-flavoured wine that is juicy and bright fruit flavours of dark red berry fruits, plums and violet florals are enlivened by fresh, racy, elevated acidity. Most red meat dishes are best matched with this wine. [ Negociants ]

The fruity and saucy side of Central Otago Pinot Noir is bound up in this bottle of Stolen Kiss Pinot Noir. Once unleashed into a glass its bright berry and cherry aromas shall sashay into a lip-smacking Black Forest gateaux and poached plum drink, palate, fortified by toasty oak.

WAIPARA HILLS PINOT NOIR ROSÉ Known for its free draining qualities, this Waipara Hills Pinot Noir Rose is right at home on the Glasnevin gravels in the Waipara Valley, North Canterbury. The harvest of 2016 was stable and warm, allowing for slow development of flavours. The resulting Pinot Noir Rose boasts bright red berry fruit with notes of watermelon and rose petals. With a touch of sweetness, followed by a crisp lively finish and lingering flavours of red berries and cream, this wine is best served lightly chilled, and is the perfect aperitif for those warm summer evenings around the barbeque. [ Accolade ]

We want to help you achieve your goal as a Future Leader in our industry.

FUTURE LEADERS

Scholarships

Apply for one of eight Hospitality New Zealand / SKY scholarships, each valued up to $3,000. Complete the application included in this Hotel Magazine issue or email us at scholarships@hospitalitynz.org.nz to request more information. All applications must be received by 23 September 2016

For more information go to www.hospitalitynz.org.nz/careers/scholarships or call us on 0800 500 503.

October/November 2016

DISCOVERING THE BEST COFFEE BEANS

Born in 1959, Coffex has a rich heritage in Melbourne. Their founding goal was to deliver premium, roasted coffee to baristas and coffee lovers – and they have been doing so ever since. Locally roasted in Brunswick using a state of the art enclosed loop roasting system, Coffex is now one of the largest coffee roasters in the southern hemisphere. At its heart, a cup of coffee is all about the bean. Through dedication of time and research, they have been on a continual quest to discover the very best coffee beans from around the world. Sourcing from over 25 countries across 4 continents, they take their time to visit and talk to their growers and sample their produce to ensure their customers receive the finest cup of coffee. Coffex has offices all over Australia and South East Asia, with a sister roastery in Selangor, Malaysia. Coffex has been in New Zealand for 15 years, and has garnered a reputation for consistent delicious coffee, innovative machinery solutions, and reliable service. One of their long term relationships developed over the last 9 years has been with the Sudima Hotel Group. “Coffex has worked in partnership with us to increase our coffee sales, and raise the coffee standard across all our hotels, they have provided us with solutions to any issues we’ve had, as they come up,” said operations

manager, Les Morgan. “Working with a dynamic company like the Sudima Hotel group is really exciting. As they continue to grow and evolve as a company, it challenges us to do the same, to keep extending ourselves to come up with new ideas,” said New Zealand manager for Coffex Coffee, Shamsi Röck. “Coffex has developed a great working relationship with the staff and management of each hotel, as well as the owners and senior management over the years, we have found Sudima to be a fantastic company to work with.” “Coffex supplies Sudima with an organic and Fairtrade certified coffee, served via espresso, filter and in-room plunger sachets. This choice of coffee reflects the values of the Sudima hotel group. We also have state of the art Curtis bulk filter equipment, as well as a La Cimbali M39 espresso machine adorning the bar in Auckland and Christchurch.” Coffex has just launched its New Zealand website www.coffex.co.nz l

ROAST E D I N T HE SU B U RB S SOU RC E D F ROM T HE W ORL D

ESTABLISHED IN BRUNSWICK 1959

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ASTRO HOSPITALITY Astro Hospitality is a vibrant, passionate and innovative team dedicated to delivering exceptional care to its valued clients and innovative products that create a point of difference for customers. With the market becoming more focused on providing a better guest experience, the industry can be assured that the product Astro bring to the market will enhance your guest experience which of course will result in great reviews, more referrals and repeat customers. Therefore, increasing your profitability. Recently, Astro has partnered with JVD, which is a global manufacturer, to bring to New Zealand a unique range of hotel-specific in-room appliances. JVD has been supplying large hotels for over 30 years and has become a preferred supplier of

many international hotel groups. Every product they manufacture is solely designed for the hotel environment. This results in many features and benefits that makes life easier for housekeepers and also gives better return on investment while at the same time ensures great guest experience. The range includes an alarm clock/docking station that is a single use alarm, meaning no risk of interrupting guest sleep and features a Housekeeper’s Key that allows a maximum volume level to be set and ability to change the time. It also features room specific Bluetooth so there is no chance of connecting to next door guests’ phones and a back up battery in case of a power cut, so you won’t have to reset the time. A silent minibar is available in the range that has thermo-absorption technology, is silent and ammonia free. The range also includes a kettle that fits under the bathroom faucet, has a large lid and concealed element making it easy to clean and is low wattage meaning significant power savings without compromising performance. For more information call Reuben or Sam on 0800 466 966 to discuss JVD for your property or visit www.astro.net.nz or email sales@astro.net.nz.

“Look for the Lime Green Dot of the Gilmac Logo. It represents a whole new fresh approach to welcoming the new and the old customers of Gilmac. Our loyal customers are very important to us, they are what Gilmac had worked hard to achieve in the very early years of its establishment in 1978. Relocating the business in April 2016 to the more central hub of Palmerston North will take the company to a whole new level. Bringing back the values that the company had in its early days of prominence in the marketplace. A higher level of awareness and an increased presence on the internet through SEO and social media. Along with great customer service, we like a more personal approach with our customers. By increasing our staffing levels and concentrating on what we are offering and sourcing profoundly influences customer satisfaction. Our brand new staff have been selected because of their enthusiasm and drive, they are energised by being part of a growing company with a strong vision. Products are sourced locally and internationally with containers arriving every three months with excellent products including both stainless and wooden luggage racks, Dual layer rubbish Bins, sheeting, Quilts and much more. There is a great range of Amenities and Consumables, these all move quickly and with international and local travel ever-increasing we look forward to working with you all and helping to supply your accommodation requirements We welcome new customers. Please visit our website www.gilmac.co.nz or call 0508 888 834.”

COUNTRYWIDE DISTRIBUTORS Across New Zealand, Countrywide’s passionate owner-operators deliver wholesale food to clients within the food service sector. The company was established to provide the personalised service and local knowledge of regional operators alongside the systems and purchasing power of a larger company. Countrywide Distributor’s CEO, Dennis Cox and his team coordinate the network from a head office based in Christchurch to offer a wide range of chilled and frozen foods from the country’s top bulk food suppliers. The company is dedicated to providing personalised service and in-depth product knowledge, keeping you informed. The individual energy of members combined with group buying power, purchasing systems and shared information of the wider group strikes a balance between affordable pricing,

GILMOURS

personalised service and reliability. For more information visit www.countrywidedist.co.nz or call 03 335 0206.

Gilmours are proud to have been supplying New Zealand businesses since 1924 with food and beverages. With seven Cash and Carry stores located across the North Island and a delivery network that services the entire North Island, Gilmours are one of the largest food and beverage wholesalers in New Zealand. It stocks a full range of supplies for any foodservice or convenience business across a wide range of

categories including Fresh Meat and Produce, Chilled and Frozen, Dry grocery, Wine and Liquor and General Merchandise. Its stores are all locally owned and operated and are proud to deliver a great range and great prices every day. Pop into a store and check out how you can start saving on your food and beverage supplies now www.gilmours.co.nz or phone 0800 270 414.

October/November 2016

SHINING THE LIGHT ON INSECTS Winter can be cold, and most of us look forward to the arrival of the warm days of summer. But one unwelcome aspect of the change of the seasons is the arrival of flies and other insect pests.

Having overwintered in cracks and crevices, they come out to feed and breed. Within weeks the relatively small number that have survived the cold will have laid literally thousands of eggs, and what seemed like a minor nuisance in early spring will have become an all but unstoppable plague. Obviously the time to strike is before this stage is reached, but how? One tried and trusted method is to lure flying insects into traps. Plants like Venus flytraps

WHILE we are concerned about service levels in New Zealand, not all is well in Australia either. Last month I had a five-day break at the expanding Jupiters on the Gold Coast and while a major refurbishment programme was under way, there was no excuse for such poor housekeeping. The bathmat was taken away the second day and never replaced. No fresh towels over five days, the bathroom tissue box remained empty for the entire visit, coffee sachets were never replaced and the same old bed linen was five days old when I left. I didn’t complain but just wanted to see how long it took for a supervisor to check the team – never! Booking.com is being pursued by French and Italian authorities for what is claimed to be unpaid tax with the French alone claiming an assessment of 356 million Euros, most of which is in penalties and interest. Owners Priceline insist that it is in compliance with French law. Italian authorities are yet to determine their claim and we need to watch this space in New Zealand where the Government is carefully watching offshore owned operators. ONE of the key meals that hotels provide is breakfast so it has to be good. Some years ago when the industry was told it needed to provide healthier meals, it just took fat and sodium out of some offerings that also removed most of the flavour. The result was a poor report that was taken as proof

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and pitcher plants have been successfully employing this technique for millions of years, using scent to attract their prey. But a kitchen or restaurant environment presents such a plethora of attractive odours that flies are unlikely to respond to such a lure. We need another attractant and fortunately one is available: ultraviolet light. Insects find ultraviolet light irresistible, and what’s more they see light in this range of the spectrum far more clearly than we do. So a light trap that looks small and discreet to us looks like a flaming beacon to them. Using this fact, it is possible to install one or more light traps in a kitchen or restaurant without them being obvious. The insects are then killed, either through electrocution on a grid, or by becoming trapped on ultra-sticky fly paper. The latter method is preferred since it avoids the risk of insects “exploding” upon striking the electric grid,

and spraying the surrounding area with bits of extremely unwelcome detritus! A wide range of BRC Insect Light Traps are available from BRC NZ or ALPECO Ltd. Designed in France to comply with European food hygiene

standards and CE safety rated, their long-lasting (15,000 hours) bulbs ensure many months of effective fly control. And installing them now, before flies reach plague proportions, will ensure their effectiveness. l

that our customers didn’t want healthy items. Healthy has inspired a whole new generation brought up on a diet of tv food channels and magazines that have pushed out this barrow. It’s not easy to get it right but more does need to be taken in becoming a successful morning operator.

TALKING with a local operator the other day, he bemoaned the fact that his inhouse restaurant trade continued to drop off. Firstly this was because much of his clientele were on business and they didn’t return for lunch and often were taken out at night to an array of local restaurants. This is a monumental challenge for him and others in the wider market. We have seen some hotels change their restaurant concept without much success and seen the success of some who have snared top and name chefs. Executive chefs cost money and the higher profile they are, the more they cost. But they do attract customers, especially if the restaurant is promoted properly. Unfortunately being an executive chef in a hotel is often not the end culinary goal for the new elite but putting them in place even temporarily, is a great start. The restaurant is no longer just a side issue but it can be the largest draw card a hotel can offer and its revenues can rival most room rates.

WORLDWIDE refurbishment expenditure is being forced on many established hotels to improve their offerings to stay competitive with the rise of online competitors such as Airbnb who are now beginning to threaten the market share of traditional hotels. The spend is becoming obvious in New Zealand and is vital to capitalise on domestic tourism and the growing international market where visitors expect at least the equivalent of what’s on offer in their own country. THE third year repeat of eight scholarships by HospitalityNZ is again welcome, but for an industry crying out for more skilled people, it is a drop in the bucket. Developing our brightest staff and turning them into future industry leaders is an important but only one side of the equation. For years, many of our senior management, particularly with the international brands, have come from overseas and some of our local potential managers have had to take a back seat. That’s understandable but improvement of the many other layers of staff who actually keep our hotels running, are also an important development area that is sometimes overlooked.

INTERESTING to see that the holiday park operators are claiming they have 36% of New Zealand’s commercial accommodation capacity and in 2015 provided over seven million guest nights. While not querying the records, it does sound like a bit of a tall order. Nevertheless, its industry body HAPNZ said confidence is high among its 300 or so members and a recent survey showed increasing optimism over times ahead. THE increasing television presence of the OTA’s is becoming a challenge for the industry. In Australia, the same advertising that we see in New Zealand but more intensive, is wooing the public away from direct contact. But we do need to admit that our hotel marketing budgets are terrifying low compared with many other industries. To accomplish this direct sell, we do have to spend money, especially the money we are currently giving as OTA commissions. Hotel owners who want their pound of flesh are surely shortchanging their hotel marketing team believing that media and marketing ideas are free. The tools for the job of attracting customers direct cost money and there is no such thing as a free lunch.

INTERESTING to see the proliferation of brands in the market place. Just look on any of the OTA sites or dial in some of our Australian and New Zealand cities and see fresh names appearing. The Marriott merger with Starwoods has brought 30 brands together under the one umbrella but in truth, the variants are just confusing the public – so much so that when booking direct, they are likely just to stick with the familiar names. Unless there is massive advertising and promotion highlighting a new branded property, it would seem better to ride the camel that everyone knows.

PETER MITCHELL Publisher, peter@reviewmags.com

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