HM August 2018

NEW LOOK!

HM gets a makeover with new features, opinion columns and more THE HOTTEST HOTEL TECHNOLOGY TRENDS

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC

GLOBAL LEADERS TALK BRANDS & GROWTH

Vol. 22 No.4 Bi-monthly August 2018

TOP NOTCH IN-ROOM ENTERTAINMENT WRAP-UPS OF NYU & NZHIC CONFERENCES

ACCORHOTELS’

ADVANTAGE How human interaction, digital transformation, expanding brands and loyalty is combating digital disruptors

ACCOMMODATION EXCELLENCE

Finalists announced for the 2018 HM Awards

HOT THIS MONTH Sydney hotel bars, new brands arrive on our shores, rival airlines get cosy, Fiji resorts

handy is a centerpiece of modern travel.

Revolutionize hospitality. handy.travel

HOW CAN HOTELS UPLIF T RE VPAR WITH MOBILE TECHNOLOGY? “The best way a hotel can win is by exploring innovations and implementing new ideas at a quicker pace than its competitors — using informed data to increase guest satisfaction.”

The future of hospitality is shifting — globally, there is weakening brand loyalty at hotels right alongside a steady increase in competition.

Construction Global reported a 39% increase in hotel room construction since 2017 across the Americas, Europe, Asia-Pacific, Middle East, and Africa. STR, global data benchmarking company recorded 2017 as the ninth consecutive year of positive growth in the hospitality industry. So how can hotels get ahead of the game?

Increase Guest Satisfaction & Reviews

Understanding Your Guests Through Data The rise of technology makes data

To learn more about handy Smartphone contact:

more readily accessible and with With guests holding the key to building

integrated systems, hotels can gain

strong businesses, the hotel industry

access to guests’ behavioral insights

is stepping up its game in technological

to tailor each stay. By understanding

advances. Public reviews are one

how to utilize this data, hotels can stay

way of understanding guests better,

ahead of the curve, elevating the guest

but how can hotels garner a greater

experience to the next level.

number of consistently positive reviews? According to TripAdvisor’s 2016 TripBarometer report, online reviews are rated second to price as the most important decision-making factor when booking accommodation.

Hospitality technology provider Tink Labs, the innovator of the handy Smartphone, has integrated with TripAdvisor to allow guests to rate their stay while at the hotel and on-thego — handy can be taken outside of the hotel as a guests’ travel companion.

Incentivizing guests to make a review more often than not, this feature taps into the ease and convenience of providing feedback instantaneously. handy has seen its hotel partners boosting TripAdvisor ratings by an average of 0.31 points with 11% increase in review submissions. With an increased chance for hotels to react faster and set right unsatisfied guests before check-out, the higher chances of improving guest satisfaction. handy itself improves travelers’ experiences by helping them stay connected abroad, with all the added benefits of free connectivity, indestination city guides, and speed dial to guest services anytime, anywhere.

Justin De Villiers GM—Australia & New Zealand justin.devilliers@tinklabs.com +61 (0) 401 747 383 Justin began with handy in

The first step to identifying your guests’

2015, developing the company’s

needs is taking control of your data.

London team and growing

With a deeper look into the likelihood

new partnerships instrumental

of guest responses, hotels can define

to today’s 4000 global hotel

better strategies and direct awareness

partners. The success of this

of specific promotions they know will

fourth largest market brings

resonate with guests.

Justin to Australasia, helping hotels harness the power of

The data platform from handy HotelPortal is substantially useful in understanding the purpose of a guest’s

technology, and tap into guest satisfaction with handy’s signature value-added services.

stay. Whether on business or holiday, this determines the expectations of a traveler’s time spent at a hotel, helping guests get the most out of their stay.

What This Means for Hotels Timing is just as important as utilizing the data toward overall satisfaction.

With proven powerful tools effectively tackling ROI, ancillary revenue and operational management positively, hotels should start to analyze the data available to them and how they can use this to improve their current offerings.

Robust analytics through platforms such as handy HotelPortal can provide hotels with decipherable information that translates to uplifted RevPAR. With captured behavioral data, hotels are given an upper-hand in personal care. Brand loyalty is fueled and lasting relationships with guests established for the long term.

www.handy.travel

CONTENTS

August 2018

Vol. 22 No.4

Features

25 H IGHER LEARNING

One of Australia’s leading hotel schools has launched a new MBA

38 N ZHIC 2018 WRAP

The news, issues and key voices from NZHIC 2018 in Auckland

40 T ECHNOLOGY SPECIAL

Our 2018 tech special including: the latest innovations from hotel chains, a wrap-up of HITEC 2018, supplier expectations, the latest in-room entertainment and Dr Jerry Schwartz on why Australia isn’t keeping up with the global hotel tech pace

HM Q&A

32 O PERATIONS

Marriott International President and CEO, Arne Sorenson

36 I NVESTMENT

Ovolo Group Founder and CEO, Girish Jhunjhnuwala

36 40

James Wilkinson on the global plastic straw ban

The 26 essential stories you need to know this month spanning operations, development and tourism industry news

THE HOTTEST HOTEL TECHNOLOGY TRENDS GLOBAL LEADERS TALK BRANDS & GROWTH

Vol. 22 No.4 Bi-monthly August 2018

06 E DITOR’S LETTER 08 N EED TO KNOW

HM gets a makeover with new features, opinion columns and more

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC

Sealy of Australia’s National Commercial Account Manager, Antony Raiteri

Regulars

Don’t miss HM’s annual hotel technology report

NEW LOOK!

37 S UPPLIERS

TOP NOTCH IN-ROOM ENTERTAINMENT WRAP-UPS OF NYU & NZHIC CONFERENCES

18 C OVER STORY

ACCORHOTELS’

Presented this month by AccorHotels

ADVANTAGE How human interaction, digital transformation, expanding brands and loyalty is combating digital disruptors

26 K EY NEWS

ACCOMMODATION EXCELLENCE

Industry news in association with AAoA

Finalists announced for the 2018 HM Awards

HOT THIS MONTH Sydney hotel bars, new brands arrive on our shores, rival airlines get cosy, Fiji resorts

28 O PINION

On the cover

AccorHotels execs Chris Mills, Renae Trimble and Simon McGrath photographed exclusively for HM at Sofitel Sydney Darling Harbour

Howard Kemball, Les Clefs d’Or, AAoA, TIA and TAA all speak out

16

50 P EOPLE

Who’s on the move this month

hotelmanagement.com.au 5

EDITOR’S LETTER Managing Director Simon Grover

Publisher

Good riddance plastic straws

James Wells

Editor-In-Chief

James Wilkinson jwilkinson@intermedia.com.au

absolutely love this world-wide approach to banning single-use plastic straws, a move which is spanning hotel chains, airlines, fast food operators and many more, with seemingly more companies adopting the move on a daily basis.

It was a key topic of discussion during breakfast with my friend and leading hotelier Chris Nassetta, Hilton’s President and CEO, in Washington D.C. a couple of weeks ago.

Hilton announced in May it would remove plastic straws from its 650 managed properties by the end of 2018 and since then, Hyatt revealed it would begin phasing out single-use by September this year and as HM went to press, Marriott announced disposable plastic straws and plastic stirrers would be banned at over 6,500 properties around the world.

Within the travel space, American Airlines became the first major airline to also eliminate single-use plastic straws and stirrers both onboard aircraft and in lounges.

In Europe, Middle East and Africa alone, the commitment will see Hilton remove more than five million plastic straws and 20 million plastic water bottles annually. Laid end to end, the straws saved each year in the region would exceed the length of the River Seine.

Chris is displaying incredible leadership when it comes to sustainability both on the corporate front with Hilton and also in his role as Chairman of the World Travel and Tourism Council, where he can make an even greater difference. On top of plastic straws, Chris has also revised Hilton’s sustainable goals and has authorised the company to double its social impact investments and cut its global environmental impact in half by 2030, with the help of science-based targets.

Hilton’s ‘Travel with Purpose’ policy means travellers can be sustainable when staying at the company’s hotels and in-turn reduce their environmental footprint.

It’s vitally important that hotel, hospitality and travel companies lead the charge in banning single-use plastic straws because it will also lead to the banning of single-use plastic in every possible form in the not-too-distant future.

You’ll notice HM magazine has had a makeover and I hope you enjoy our revamped sections, opinion columns and much more. We strive to always make HM a better product so please do send me your feedback.

It’s one of a few changes here at HM, alongside welcoming a new team member, Matt Lennon as our Deputy Editor. I trust you will join me in welcoming Matt to the HM team.

I’d also like to take this opportunity to wish the 2018 HM Awards finalists the best of luck and I hope to see you at the gala presentation dinner in Sydney on September 7.

Yours in hospitality,

Single-use plastic should be banned in every form

James Wilkinson Editor-In-Chief

Meet the HM team…

James Wells

Publisher

Matt Lennon

Deputy Editor

6 HM The Business of Accommodation

Adam Daff

Group Sales and Sponsorship Manager

Hilton’s President and CEO, Chris Nassetta

Adrian Tipper

Creative Director

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

Group Sales and Sponsorship Manager Adam Daff adaff@intermedia.com.au

Contributing Writers

Sally Attfield, Carol Giuseppi, Ted Horner, Howard Kemball, Peter McBrearty, Richard Munro, Dr Jerry Schwartz

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Circulation and Subscriptions Manager

Chris Blacklock cblacklock@intermedia.com.au

Subscription enquiries

1800 651 422 Subscribe to HM magazine - 6 issues for AUD $88 (inc. GST) subscriptions@intermedia.com.au

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26

Things You Need To Know The essential hotel and travel news and trends from across the globe

01

Barry Robinson has a new global role Popular hotelier Barry Robinson has been elevated to a new global role with Wyndham Destinations

8 HM The Business of Accommodation

BARRY ROBINSON HAS been named President and Managing Director of International Operations for Wyndham Vacation Clubs, overseeing operations of the company’s timeshare business outside North America.

Wyndham Destinations is the new company that has been established following the spinoff of Wyndham Hotels and Resorts from Wyndham Worldwide. Both companies were listed on the New York Stock Exchange in early June.

In his new role, Robinson will lead the international growth strategy for the company’s seven vacation clubs.

“I’m delighted to lead the international growth strategy for Wyndham Vacation Clubs,” Robinson said. “We’re passionate about the memorable holiday experiences we offer nearly 900,000 families around the globe and our seven vacation clubs offer unmatched travel possibilities.

“As Wyndham Destinations, we will be focused on growing our member base and adding resorts at even more of the world’s most desirable and unique locations.”

Prior to his current position, Robinson served as President and Managing Director of Wyndham Vacation Resorts Asia Pacific for 14 years. He was also responsible for leading Wyndham Hotel Group’s growth across South East Asia and the Pacific Rim.

THINGS TO KNOW 02

AccorHotels hops into bed with sbe French global powerhouse to acquire half of hip luxury lifestyle chain

Hip hotel: Mondrian Park Avenue New York

03

The Westin brand heads to Adelaide’s GPO Marriott International set for South Australian debut

10 HM The Business of Accommodation

ACCORHOTELS AND SBE Entertainment Group have signed a Letter of Intent and entered into exclusive negotiations for AccorHotels to acquire a 50% stake in sbe, further illustrating AccorHotels’ strategy to expand its offering in the luxury lifestyle hospitality segment.

This partnership will combine the expertise and savoir-faire of the two groups: AccorHotels will acquire the 50% of sbe’s common equity held in part by Cain International for $125 million. sbe Founder and CEO Sam Nazarian will continue to own the remaining 50% of sbe.

This long-term investment will allow sbe to leverage AccorHotels’ leading global hospitality platform while remaining an independent luxury lifestyle operator.

“I am delighted to announce this strategic partnership with one of the most innovative Groups in the luxury lifestyle space worldwide,” said AccorHotels Chairman & CEO, Sébastien Bazin.

“It marks a new step in expanding AccorHotels’ footprint in this fastgrowing segment in key US cities such as Miami, Los Angeles and Las Vegas and in other international destinations.

“The ‘new luxury’ is all about exclusive experiences and incredible lifestyle concepts and sbe brands have the perfect know-how that will complete perfectly the AccorHotels portfolio.” sbe will continue to be led by its Founder and CEO, Sam Nazarian, and his expert management team while retaining its global headquarters in New York.

“Building on our acquisition of Morgans Hotel Group in 2016, this investment will further accelerate our growth both domestically in the United States and in new markets internationally, particularly in Europe,” Nazarian said.

“Moving forward, sbe and AccorHotels together are committed to bringing our unique lifestyle experiential offering to more destinations and serving our discerning guests with unforgettable memories,” he said. sbe’s leading hospitality and residential brands include SLS, Delano, Mondrian, Hyde, The Originals (Sanderson, St. Martin Lane, Hudson, 10 Karakoy, Shore Club) and the Redbury Hotels.

MARRIOTT INTERNATIONAL HAS signed an agreement with Greaton Group to debut Westin Hotels and Resorts in South Australia.

The Westin Adelaide is set to open in 2022 as part of a redevelopment of the iconic Adelaide General Post Office (GPO) building.

“We’re delighted to collaborate with our longstanding partner Greaton to expand the Westin brand in South Australia,” said Marriott International Senior Director Development, Australia, New Zealand and Pacific, Richard Crawford.

The hotel will be housed in a 15-storey tower, with all 285 guestrooms offering views of the city skyline or Victoria Square. “We are thrilled to partner with Marriott International to deliver a fivestar wellness experience to the city of Adelaide. The Westin brand’s reputation precedes itself and we’re certain the growing number of tourists and locals will welcome the hotel when it opens in 2022,” said Greaton Managing Director, Nicho Teng.

THINGS TO KNOW 05

Hotel cocktails are the toast of Sydney The top drinks from Time Out’s Sydney hotel bar comp

Havana’s Market

Twist on a mojito by Christian Comparone, Zeta Bar at Hilton Sydney Behzad Nvaziri and his ‘Thyme Out’ 04

Sydney’s top hotel bartenders battle it out Gun bartenders from five Sydney properties go head-to head in Time Out mag’s Hotel Bars Cocktail Competition

THE SHAKE-AND-STIR-OFF saw elite cocktail-makers from hotel bars in Sydney reinventing classic cocktails for the judges at Hilton Sydney’s Zeta Bar. The bartenders each selected a classic cocktail to reinvent from a list of three: an Espresso Martini; a Mojito; or an Old Fashioned.

Taking out the competition was Behzad Nvaziri from Sokyo Lounge at The Star, with his cocktail ‘Thyme Out’ – a twist on the classic Old Fashioned made with bacon fat-washed Irish whiskey, chardonnay vinegar, honey and thyme lemon syrup.

Second was Hilton Sydney’s Christian Comparone, third was Pullman Sydney Darling Harbour’s Kevin Londero, fourth was Hyatt Regency Sydney’s Hemant Kumar and rounding out the top five was Ovolo Woolloomooloo’s Leonid Zaytsev (see cocktails opposite).

Time Out Australia CEO, Michael Rodrigues, said that the competition was an opportunity for top hotel bars to stamp their place in the local hospitality scene.

“Sydney’s inbound tourism numbers are only headed in one direction,” he said.

“Therefore authentic Australian hospitality, delivered to a world-class standard, is essential to ensuring a memorable visitor experience that encourages repeat visitation.”

Multi award-winning bartender and competition judge, Tim Philips-Johansson, agreed and said: “Hotel bars are generally the first and last experience an international or interstate visitor has in a city. Their importance to lay a hospitality yardstick is vital. After judging today’s competition, it’s safe to say Sydney’s hotel bars are in safe hands.”

Philips-Johansson is co-owner of Sydney bars Bulletin Place and Dead Ringer and was the 2012 Diageo Reserve World Class Global Bartender of the Year. Joining him on the judging panel were Emily Lloyd-Tait, Time Out’s National Food and Drink Editor, and Matt Linklater, bar manager of the award-winning Melbourne bar Black Pearl.

The drinks were scored on their taste, appearance, creativity and the explanations behind them, as well as their suitability to be made behind a bar on a busy night.

Old Ron

Twist on an Old Fashioned by Kevin Londero, Hacienda at Pullman Sydney Darling Harbour

Spirit of Sydney

Twist on an Espresso Martini by Hemant Kumar, Zephyr at Hyatt Regency Sydney

Fashion of the Dead

Twist on an Old Fashioned by Leonid Zaytsev, Alibi at Ovolo Woolloomooloo hotelmanagement.com.au 11

THINGS TO KNOW 06

W Hotels returns to Australia in Brisbane

W Brisbane ‘s hip elevator

As the brand gets set to debut in Sydney again The new ‘Ribbon’ development will be home to a W hotel

Marriott’s uber-cool W Hotels brand is back Down Under

THE W HOTELS brand is back on Australian shores with the opening of Brisbane’s newest luxury hotel.

W Brisbane features 312 guest rooms including 32 lux suites featuring river views and the latest in technology and entertainment.

The rooms prominently feature a white wall inspired by VJ wall panels found on traditional Queenslander homes, a cheeky nod to Australiana throughout and a 10-gallon drum ‘outback bath experience’.

The penultimate Extreme Wow Suite (the brand’s modern interpretation of the traditional presidential suite) on Level 33 showcases a limitless panoramic vista from the river to the mountains and beyond.

W Brisbane showcases three distinct venues to tempt the appetite for cocktails and cuisine – including the Wet Deck bar by the swimming pool – plus an Away day spa, gym and 1,100 square-metres of event space.

“W Brisbane is the first of its kind in Australia,” said W Brisbane General Manager, Haldon Philp. “From the Whatever/Whenever service that drives the W brand, delivering whatever our guests want, whenever they want it, to event programming centred around Design, Music, Fashion and Fuel (the brand’s unique take on fitness) to coveted partnerships such as Three Blue Ducks (from Byron Bay), now is the time for a hotel of this calibre to come to Brisbane as the city enjoys its coming of age.”

Guests can also take a piece of their stay home from ‘W The Store’ by Becker Minty, stocked with a treasure chest of hidden gems and collections including handbags, artwork, home decor and fine jewellery.

W Brisbane General Manager, Haldon Philp

12 HM The Business of Accommodation

07

MARRIOTT INTERNATIONAL HAS signed a deal for W Hotels to make its long-awaited return to the Emerald City.

Built and developed by Grocon and funded by Greaton Group, W Sydney will be part of ‘The Ribbon’, a new development designed by HASSEL in Darling Harbour that’s set to be complete by 2020.

“Sydney – with its glamorous energy, cultural diversity and statement architecture – is the perfect match for W Hotels,” said W Hotels Worldwide Global Brand Leader, Anthony Ingham.

“With the long-awaited return of the W brand in Sydney, Australia will now have three W hotels, along with W Brisbane and W Melbourne – demonstrating just how important and exciting this continent is for global travel,” Ingham said.

W Sydney will feature 593 guest rooms, suites and serviced apartments alongside the ‘wet deck’ the brand’s take on the hotel pool that will feature views of Darling Harbour.

A restaurant serving up local flavours as well as two bars, including the brand’s signature Living Room will round out the hotel’s cocktail and cuisine scene.

W Sydney will also be home to the W brand’s signature Away Spa, as well as a state-of-the-art ‘FIT’ gym, and 925 square metres of event space, including a grand ballroom.

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THINGS TO KNOW Now open: Peppers Silo Hotel

09

Air NZ and Qantas cosy up Former airline rivals become partners

08

PEPPERS OPENS IN TASMANIA’S EDGIEST SPACE Former grain silo the location for Tasmania’s newest hotel LAUNCESTON’S NEW PEPPERS Silo Hotel opened its doors to the public in early June with an official celebration of more than 1000 guests and dignitaries gathering to commemorate the landmark hotel’s debut.

Originally erected in 1960, the Kings Wharf grain silos were left unused for decades until two years ago when construction began to breathe new life into the structure, transforming the silo barrels into a state-ofthe-art contemporary hotel. The redeveloped site is now a ten-level hotel featuring 108 guest rooms, including 52 inside the barrels of the former silos, a restaurant and bar called Grain of the Silos, undercover car parking, conference facilities for up to 500 people, and an integrated lobby and reception space.

Located in a prime position on the edge of the River Tamar and close to the beautiful Cataract Gorge, the once unused silo barrels have transformed into a AUD$25million luxury-by-design redevelopment, which includes one and two-bedroom apartments.

Amenities at Peppers Silo includes a fully equipped gym, relaxing day spa, child minding facilities, hairdressing salon, function centre, private dining rooms, restaurant and cocktail bar with views overlooking the water all the way to Cataract Gorge.

For all day in-room dining options, Grain of the Silos, the property’s onsite restaurant and bar, is open to the public for breakfast, lunch and dinner and features a range of decadent meal options, focused truly on local Tasmanian produce and supporting local farmers and producers.

14 HM The Business of Accommodation

RIVAL AIRLINES AIR NEW ZEALAND and Qantas have announced plans for a reciprocal codeshare agreement that the carriers say “leverages the strengths of each carrier’s domestic networks, making travel within Australia and New Zealand easier”.

Under the codeshare, Qantas intends to add its QF code on up to 30 routes on Air New Zealand’s domestic network and Air New Zealand intends to add its NZ code on up to 85 routes on Qantas’ domestic network.

Coordination of check-in and handling at airports will mean shorter connection times, opening up more onward flights for customers on each carrier’s domestic networks and faster journey times overall.

Qantas Group CEO, Alan Joyce, said the two national carriers had a lot of shared history as well as a common goal of making travel easier.

“Our relationship with Air New Zealand goes back almost 80 years,” he said.

“We’ve been partners at various stages over that time and we have a lot of respect for them as a competitor.

“A codeshare deal on our domestic networks makes sense for customers because it leverages the strengths we each have in our home markets.”

Air New Zealand Chief Executive Officer, Christopher Luxon, said the codeshare will see two of the world’s best airlines offer their customers a full service experience when they make domestic connections within New Zealand or Australia.

“While the two airlines will continue to compete very strongly across all markets, Air New Zealand and Qantas are known for having a commitment to innovation, customer service excellence, operational performance and safety,” Luxon said. “We are confident that our respective customers will enjoy the reciprocal benefits on both sides of the Tasman.”

The codeshare and customer offering will exclude Trans-Tasman and all other flights on the respective airlines’ networks and Qantas will continue to codeshare on all connecting Jetstar New Zealand services. Tickets for the codeshare services are available now for travel from October 28, 2018.

Mates: Qantas CEO Alan Joyce and Air New Zealand CEO Chris Luxon

THINGS TO KNOW 10

Insta standouts Four global hotels you need to follow on Instagram

11

TFE to manage new Britomart hotel New property in hip Auckland hood to be part of the TFE Collection portfolio

01 Four Seasons Hotel Maui at Wailea, Hawaii @fsmaui

Construction has begun on a new boutique hotel in the trendy Britomart precinct of Auckland, with the 104 room and suite property to be managed under the TFE hotels flag.

Spread across ten floors on the corner of Gore and Galway Street, the hotel will comprise 99 hotel rooms and five ‘Landing Suites’, three of which will feature outdoor sky gardens. Hotel Britomart is slated for an

opening date some time in 2020.

On opening, guests will find a hotel entrance linked to a cobblestone laneway and feature a brightly lit café-style lobby. The ground floor will also offer retail boutiques and a variety of food and beverage outlets.

The new building is aiming for a 5-star Green rating as part of the region’s wider agenda of sustainability.

02 The Ritz London, England @theritzlondon

03 Wythe Hotel, Brooklyn, New York @wythehotel

12

AC Hotels heads Down Under Melbourne is set to become the home of Australia’s first hip AC Hotels by Marriott property

04 La Sultana, Marrakech, Morocco @lasultanamarrakechofficiel

16 HM The Business of Accommodation

SET TO OPEN in 2020, the 200-room AC Marriott hotel will be located in the trendy Southbank precinct and comprise part of the 40-storey ‘Normanby Melbourne’ mixed-use development.

It is the second project the company has signed with the Capital Alliance development firm, following the Melbourne Marriott Hotel Docklands currently under construction.

Marriott’s premium lifestyle brand originated in Spain and has gradually expanded throughout continental Europe, the USA and South America. The brand’s portfolio currently consists of 18 outlets, with a further 17 in the pipeline including Melbourne.

THINGS TO KNOW

14

The Westin Coolum’s approval a huge win for tourism The Sunshine Coast is getting its first 5-star resort in years

New Best Western Australasia MD, Graham Perry 13

Best Western has a new leader in Australasia New MD for Best Western as global brand takes over local office

TRAVEL, TOURISM AND HOSPITALITY industry leader Graham Perry has been appointed Managing Director of Best Western Hotels and Resorts, Australasia.

The appointment follows Best Western International taking management control of the brand on June 1 from the Motel Federation of Australia.

His first few weeks have been spent bedding down the operational transition as BWI moves to a Property Direct Relationship with hotels and resorts in Australia and New Zealand.

Perry said he’s excited about the opportunity.

“Best Western has a positive position in Australia and New Zealand with more than 100 properties and tremendous customer loyalty,” he said.

“It’s a fantastic organisation, great history, great people, great hotels. Many of the head office staff have been here for a long time – same with the hotels – and we really have an excellent foundation.

“I want to add to that and to give a sense of vision, leveraging the strength of the Best Western brand and its people to expand the business.”

Perry said immediate goals are to boost the level of services Best Western provides properties such as increasing revenue management capabilities and growing Best Western Rewards, already one of the best programs of its kind.

For Perry, the Best Western role is the latest step in a varied and high-profile career that has included leadership roles in travel, tourism, hospitality, media and technology.

Perry was most recently Chief Executive Officer, Inland NSW while previous roles include CEO See Australia, CEO Traveland, Managing Director Classifieds at Fairfax Media and Managing Director Utell International.

VISIT SUNSHINE COAST (VSC) has declared the decision by Sunshine Coast Council to approve the Westin Coolum Resort and Spa integrated resort development a “win for the region’s tourism sector and the overall community”.

Sunshine Coast Council recently approved the development of the Yaroomba Beach project, which will create a new coastal village just ten minutes from Sunshine Coast Airport comprising a 220 room 5-Star Westin Coolum Resort and Spa, serviced apartments and extensive conference and recreation facilities. The hotel is expected to be completed by 2021.

“The go-ahead for the Westin resort is an endorsement of the region’s commitment to sensitive and appropriate tourism development,” said VSC CEO, Simon Latchford.

“Councillors deserve high praise for their careful consideration of both the Westin and Badderam resort developments, because while the region is in desperate need for new high-quality tourism accommodation, we also believe that it is essential for projects to be appropriate to the Sunshine Coast’s character.

“Both projects have gone out of their way to incorporate industry-leading environmental initiatives, and both significantly changed their original plans as a result of community and Council feedback.

“The new Westin resort will play a fundamental role in attracting domestic and international business to the Sunshine Coast – particularly high-yielding conference and incentive business, which was deeply impacted by the departure of the Hyatt brand from Coolum.

“The Sunshine Coast has not had a new-build internationally branded hotel for over three decades, which has put our tourism sector at a major disadvantage compared to other Australian destinations.”

Luxury approval: The Westin brand is heading to Coolum

hotelmanagement.com.au 17

AN HM x ACCORHOTELS PROMOTION

ACCORHOTELS’

ADVANTAGE How human interaction, digital transformation, expanding brands and loyalty is combating digital disruptors.

he business of ‘owning the customer journey’ is a key lever for international hotel operators with scale. Not only because major hotel players and new brands are upping the ante in terms of product design and guest experience, but it’s the technology giants who are now firmly on the radar as disruptive competitors.

Global data powerhouses like Facebook, Google, Amazon, Alibaba and rising Chinese players are increasing their might in the travel sector, becoming the ‘big data brother’ along all parts of the customer journey, and thereby placing themselves on the ‘watch list’ of AccorHotels.

AccorHotels Global CEO Sébastien Bazin has said he spends 5% of his time worrying about hotel competitors and 50% of time worrying about disruptors. He argues hoteliers needed to take advantage of every opportunity to interface directly with their customers and points out that Google and Amazon never actually meet the guest.

While this may ring true, AccorHotels is tackling this challenge head on and has never been more focused on the in-house guest experience, investing in its digital platforms and delivering its central brand strategy.

18 HM The Business of Accommodation

“We have the human interaction advantage over digital disruptors. We obsess over our guest culture and empower our teams to create heartfelt experiences and memories for travellers in our hotels that simply can’t be replicated through a device,” says AccorHotels Chief Operating Officer – Pacific, Simon McGrath.

“Travellers are attracted to our world class brands and most importantly how we make them feel. This is reflected in our latest multi-million dollar brand campaign ‘From the Heart’ which depicts how our teams are charged with the freedom to provide spontaneous gestures that transform people’s hotel stays,” he says.

Maintaining marketing momentum behind the AccorHotels brand strategy is reaping rewards for the hotel group. Brand awareness of accorhotels.com has never been higher – it remains the highest visited hotel website in Australia and has the highest brand awareness of any hotel group website in Australia – and is supported by continued investment in a seamless distribution experience, targeted tactical campaigns and a direct booking advantage.

Investment in digital platforms and campaign activity has enabled accorhotels.com to strengthen direct performance throughout 2018.

AccorHotels has reclaimed share of bookings via direct channels

COVER STORY Stars of AccorHotels: (L-R) Chris Mills, Director of Loyalty & Digital Commerce; Renae Trimble, Vice President Sales, Loyalty and Digital Commerce; and Simon McGrath, Chief Operating Officer – Australasia. Photographed exclusively for HM at Sofitel Sydney Darling Harbour

“Our ambition is to make guests feel like they belong with AccorHotels, they are part of our family and will be welcomed in their own special way.”

- SIMON McGRATH

including the AccorHotels App from OTAs. Mobile app bookings growth has increased by 115% and Australia’s volume growth in direct web bookings is the second highest for the group globally.

Not surprisingly, after 27 years as a major player in the local market, Australia has highest brand awareness of AccorHotels outside of its birthplace France. As a result, Australian travellers have contributed to the strong growth across major outbound AccorHotels destinations.

Just as much as Australians love to travel, they love to be rewarded for their loyalty. The Australian Privacy Commissioner reports that 80% of Australians are part of a loyalty program and there are now more than three times as many loyalty cards as there are credit cards in Australia. The business of building loyalty is set to continue as companies constantly seek new ways to stand out from their competitors.

As AccorHotels continues to grow, it is continually enhancing its loyalty offering and personalisation for hotel guests, delivering true value that the OTAs can’t replicate based on an inhotel guest experience.

AccorHotels has developed a new customer relationship management tool to make it easier for hotel employees to better personalise and enhance guests’ experiences. The tool enables guests to share their personal preferences (with their permission) in order for the hotel to act on this information – from allocating a room with a bath, special pillow type or high floor level to providing a guest’s preferred newspaper – and deliver even greater value from the heart.

“Our ambition is to make guests feel like they belong with AccorHotels, they are part of our family and will be welcomed in their own special way no matter which hotel or brand they stay at around the world,” McGrath says.

Food and wine is such a key part of why people travel and AccorHotels hotels are constantly animating the food and beverage experience in hotels from new venue design to working with celebrity chefs and local producers.

“We are constantly refining our Le Club AccorHotels loyalty program and are pleased to recognise our Platinum members with complimentary breakfast and premium WiFi throughout our hotels in the Asia Pacific,” he says.

“Capturing the hearts and loyalty of our guests is core to our business and we’ve seen loyalty membership go from strength to strength with one in eight Australians and one in 10 New Zealanders now members of Le Club AccorHotels. We are on track to exceed three million members in Australia.”

Globally, AccorHotels boasts over 120 million loyalty members.

According to The Point of Loyalty Research, For Love for Money; Le Club AccorHotels is the only top rated hotel company in the Top 20 Australian loyalty programs alongside airlines, banks and supermarkets.

In order for AccorHotels to maintain its market-leadership position and compete with giant tech companies, the group will continue to transform and grow its brands. The group has added a raft of new business and platforms ranging from concierge services, restaurant reservations, co-working spaces, and high-end private rental, to the largest local hotel acquisition the industry has seen in decades with Mantra Group.

“The guest will always remain at the centre of our business and we are constantly building on the number of touch points we have with them along the customer journey, whether it’s delivering more value through our loyalty program or delivering new brands and business concepts,” McGrath says.

“Our innovation in new business models, brands and customer initiatives has fuelled our growth over the last 27 years, and while we’re facing new challenges in the digital world, the outlook for our AccorHotels and the hotel industry has never been brighter.” n For more on the AccorHotels advantage, visit www.accorhotels.com.au hotelmanagement.com.au 19

THINGS TO KNOW 15

Mantra makes its mark in Albury

The NSW regional town of Albury has opened its first hotel in three years MANTRA ALBURY HAS officially opened at an event welcomed by local dignitaries and brand executives during July.

Located in the Riverina town’s CBD, the eightstorey property took 18 months to build and comprises a AUD$40 million investment in the region by the short and long-term stay brand, which now sits under the AccorHotels umbrella.

A total of 146 studio, one and two-bedroom apartments offer views out to the Bongong High Plains and Victorian Alps via floor-toceiling windows. Apartments feature a fully equipped kitchen and laundry.

Albury Mayor, Kevin Mack, joined Mantra Group’s Executive Director of Operations, Mark Hodge, to cut the ribbon (pictured). The new hotel is expected to contribute more than AUD$7 million each year to the local economy and will employ more than 40 full-time staff.

Additional property facilities include an all-day restaurant to complement an in-room dining alternative, 24-hour reception, fitness centre, internet lounge and conference facilities for up to 200 people. A top-floor Sky Lounge features sky lighting, lounge seating and a wet bar.

Guests are invited to take advantage of an opening special of AUD$129 per night for a studio room, which also features a 1GB WiFi download allowance daily as well as a drink voucher on arrival and midday checkout.

20 HM The Business of Accommodation

16

The Mitchelton Hotel and Spa opens in Victoria The Mitchelton Hotel and Spa, a AUD$16 million hotel on the banks of the Goulburn Valley in Victoria has joined AccorHotels’ boutique MGallery by Sofitel network

LOCATED WITHIN THE spectacular surrounds of Mitchelton Winery Estate, the 58-room hotel boasts a four-treatment room day spa, sprawling restaurant, a 20-metre lap pool and extensive banquet and meeting facilities.

Designed by award winning architects Hecker Guthrie, the hotel’s interiors complement the property’s existing Robin Boyd structures and feature earthy tones and a minimalist aesthetic, with all guest rooms boasting floor-to-ceiling windows with views of either the Goulburn River or the vineyards.

AccorHotels’ Chief Operating Officer – Pacific, Simon McGrath, said the group was thrilled to be adding to its boutique hotel collection.

“The Mitchelton Hotel and Spa is a beautiful property on spectacular grounds and we are thrilled to be welcoming the hotel into our network,” he said. “It will be the 10th MGallery by Sofitel hotel in Australia.

“There is a lot to see in the Goulburn Valley region and with the addition of such a quality hotel it will no doubt help attract more visitors to the region, boost local tourism and support the domestic travel market. The Ryan family has done a wonderful job of transforming the property into a thriving food, wine and hospitality destination. The hotel will be a special addition to our network and we look forward to welcoming guests.”

The Mitchelton Managing Director, Andrew Ryan, said: “The Hotel and Day Spa is something that we wanted to develop early on with our acquisition of the estate.

“It has always been the missing piece in the puzzle for Mitchelton,” he said. “Goulburn Valley and Nagambie have so much to offer, we have high hopes that the addition of the accommodation facility will help attract more visitors to the region and boost local tourism.”

The Mitchelton Hotel and Spa is the 10th MGallery by Sofitel hotel in Australia and joins other iconic properties such as Hotel Lindrum, The Como Melbourne, Elements of Byron, Harbour Rocks Hotel, The Reef House Resort & Spa Palm Cove, Fairmont Resort Blue Mountains, Mount Lofty House in the Adelaide Hills and the Playford Adelaide.

THINGS TO KNOW THINGS TO KNOW

17

The Hermitage partners with Event The Hermitage Hotel at Aoraki Mount Cook is teaming-up with Event

AORAKI MOUNT COOK Alpine Village Ltd, owner of The Hermitage Hotel, and Event Hospitality and Entertainment, owner of Rydges and QT Hotels, have entered into an agreement to link The Hermitage Hotel’s management team into the wider Event Hotels network.

As part of the partnership, the Hermitage Hotel will be distributed on www.rydges.com and while retaining its iconic brand and continuing to run operations, including sales and marketing.

Sir John Davies, Chairman of AMCAVL and founder-director of parent company Trojan Holdings, said the partnership enables The Hermitage management on the ground to tap into the vast resources and knowledge of a well-established international hospitality brand.

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18

DoubleTree by Hilton Wellington debuts Wellington’s first DoubleTree by Hilton hotel has opened in the city’s iconic T&G building

LOCATED ON LAMBTON QUAY, in the city’s premier shopping area, the new 106-room DoubleTree

by Hilton Wellington is being managed by Hilton under a franchise agreement with Sarin Investments.

DoubleTree by Hilton Wellington joins two other DoubleTree–branded properties in New Zealand, which are located in Queenstown and Christchurch.

“Opening a DoubleTree by Hilton property in the country’s capital is a huge milestone and really represents the brand’s confidence in the continued growth of the Wellington market, and reinforces our commitment to double Hilton’s footprint in New Zealand within the next five years,” said Hilton’s Vice President of Operations for Australasia, Heidi Kunkel.

The historic T&G building, which was built in 1928, was one of the city’s first office towers.

The hotel design complements the rich history of the building; attributing Chicago-style architectural elements and fine art deco interiors with marble, copper and wooden accents throughout.

The property features 106 stylish guest rooms, including 14 spacious suites, all accessible with digital key through the Hilton Honors app, a restaurant, a bar, a gymnasium, secure parking and a boardroom.

Spring Bar and Restaurant is an invitation to embrace the art of fusion dining with exquisite Asian inspired dishes, fine wines and glamorous cocktails in central Wellington.

Event rebrands Darwin Central Hotel

The Darwin Central Hotel has been rebranded as a Rydges EVENT HOSPITALITY AND ENTERTAINMENT Limited has taken control of the former Darwin Central Hotel, reopening the 132-room property as the Rydges Darwin Central.

Features of the hotel include an outdoor swimming pool, café and three function rooms for parties of up to 100. The on-site restaurant is set to undergo a renovation, transforming it into Marco Aurelio’s – an Italian family-style eatery.

Rydges Director of Hotel and Resort Operations Norman Arundel welcomed the property to the group, saying the addition gave travellers to the Top End another option for their leisure or business requirements.

The Knuckey Street property promotes sustainability high on its agenda, having been designed with local materials in the building concept and receiving a number of accolades in the process including Building Of The Year by the Royal Australian Institute of Architects. hotelmanagement.com.au 21

THINGS TO KNOW IHG has launched a new upscale brand called voco

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IHG launches new upscale brand ‘voco’ New upscale brand for IHG as chain continues global expansion

INTERCONTINENTAL HOTELS GROUP (IHG) has launched a new upscale hotel brand called ‘voco’, with the first signing globally in Australia.

IHG said voco will focus primarily on conversion opportunities and “will strengthen IHG’s offer in the $40 billion upscale segment, which is expected to grow by a further $20 billion by 2025”.

Working with high-quality individual and locally-branded hotels, IHG said this distinctive brand “will offer owners the ability to drive higher returns through delivering a compelling guest experience and leveraging IHG’s powerful systems and this includes best-in-class revenue management and technology capabilities and IHG Rewards Club, one of the world’s largest hotel loyalty programs”. voco, inspired by the meaning ‘to invite’ or to ‘come together’ in Latin, will combine the informality and charm of an individual hotel, with the quality and reassurance of a global and respected brand, according to IHG. “We’ve talked about the significant growth opportunity we see for

IHG in upscale and voco will help us deliver against this,” said IHG CEO, Keith Barr.

“We’ll work with owners of attractive properties, who appreciate the power and expertise that a global business can bring to the table.

“Guests will be able to enjoy the appeal of a more individual hotel, alongside the reassurance of a name above the door that they trust.

“The versatility of the brand, means a voco hotel can retain and celebrate all of the elements that make that existing hotel successful.”

The company said the roll-out of voco will begin in IHG’s Europe, Middle East, Asia and Africa (EMEAA) region, with plans to take it to the Americas and Greater China over time.

IHG announced plans last month to expand its luxury and upscale estate in the UK through a conditional agreement with Covivio (formerly Foncière des Régions) to rebrand and operate 12 high quality open hotels and one pipeline hotel into its portfolio across the UK.

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PROPERTY INVESTMENT FIRM SB&G Hotel Group has revealed its latest acquisition the Watermark Hotel and Spa Gold Coast will be managed by InterContinental Hotels Group (IHG) under its new, upscale hotel brand, ‘voco’.

SB&G Hotel Group Managing Director, Paul Salter, said: “As a longstanding partner, we are excited to be working with IHG to launch its new global brand in Australia.

“As we expand into Queensland, we look forward to our continued growth with IHG, given the synergies with our existing portfolio of hotels across Sydney, Melbourne and Canberra, which we acquired in December 2015.”

The settlement of the property moves SB&G Hotel Group closer to its stated target of AUD$1 billion of assets and adds scale and geographic diversification to its Australian hotels portfolio.

Following completion of the Watermark acquisition, IHG will operate six SB&G Hotel Group properties in Australia.

IHG Managing Director – Australasia & Japan, Leanne Harwood, said: “We are thrilled that Watermark Gold Coast will be the first global signing for the voco brand, and even more so that it is with a great partner like SB&G. “We look forward to building on the success of this hotel, along with some additional voco flair to create a hotel with a bold, distinctive identity,” she said.

The 388-room hotel is due to transition to the voco flag in late 2018 and SB&G said there would be no changes of employment for Watermark Hotel & Spa Gold Coast staff.

First global voco on Australian shores Watermark Hotel and Spa Gold Coast to rebrand as voco Hi, voco: Watermark Hotel and Spa Gold Coast is rebranding

22 HM The Business of Accommodation

THINGS TO KNOW 22

Novotel Brisbane South Bank officially opens Around 70 guests were at the Novotel Brisbane South Bank for its official ribbon cutting ceremony

NOVOTEL BRISBANE SOUTH BANK has officially opened to the delight of tourism leaders in Queensland.

Notable guests in attendance included: Brisbane Lord Mayor, Graham Quirk; South Brisbane Novotel Managing Director Arthur Liu; Grace Jeng, president, First Commercial Bank Taiwan; Matt Young, VP Operations, AccorHotels Queensland and Northern Territory; Jean-Philippe Lagarde, GM, Novotel Brisbane South Bank, Jessica Kao, Director, Taipei Economic and Cultural Office, Brisbane and Venerable Yi Lai, a spiritual leader in Australia’s Buddhist community (pictured).

AccorHotels Vice President of Operations for Queensland and Northern Territory, Matt Young, said: “South Bank is bustling! Over 12 million people visit the area annually for conferences and business events generating $391 million in economic impact to Brisbane.”

Speaking to HM, Liu said: “For me, the Novotel Brisbane South Bank holds a special significance. My family first came to Brisbane during World Expo ’88, a marvellous time in Brisbane’s history, and the reason I fell in love with the city.

South Bank is the legacy of Expo ’88”.

“My children were born just near here at the Mater Hospital, and my temple celebrates the Buddha Birth Day Festival in South Bank every May. “Friends and family from home and abroad love to visit the South Bank Parklands, and this space holds many memories for me on a personal level. Where thirty years ago Brisbane welcomed my family; today the Novotel Brisbane South Bank will welcome families from far and wide.”

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THINGS TO KNOW

23

Fiji’s National Provident Fund acquires top Denarau resorts Fiji’s FNPF increases its portfolio of top resort assets

THE FIJI NATIONAL PROVIDENT FUND (FNPF) has acquired three of Fiji’s best-known hospitality assets, the Sheraton Fiji Resort, The Westin Denarau Island Resort and Spa and the Denarau Golf and Racquet Club.

As part of the transaction, the hotels – which were acquired from Marriott International – will undergo substantial renovations by FNPF, including their guest rooms, meeting space, lobbies and other public areas.

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A FISHY ARRIVAL AT SOFITEL SYDNEY DARLING HARBOUR Guests checking into Dr Jerry Schwartz’s five-star hotel will get a fishy welcome

24 HM The Business of Accommodation

FNPF Chief Investment Officer, Viliame Vodonaivalu, said he was thrilled with the acquisition.

“This is an important acquisition for FNPF on behalf of the people of Fiji,” he said. “These are very important assets in Fiji’s tourism history and are representative of Fiji’s rich history and culture.

“The Sheraton and Westin, whilst already two of the most popular resorts in Fiji, will be further enhanced with significant refurbishment of both in the near future.”

AUSTRALIA’S LARGEST HOTEL fish tank has been unveiled at the Sofitel Sydney Darling Harbour.

The aquarium is a central focus for all guests arriving at the hotel, with the 12 metre, 12,000 litre fish tank boasting over 50 marine species, including many fish varieties from ‘The Tank Gang’, which starred in ‘Finding Nemo’, the famous animated film set in Sydney Harbour and along Australia’s east coast.

The giant fish tank is the inspiration of the Sofitel’s owner, Dr Jerry Schwartz, who has introduced aquariums to a number of his other hotels in Sydney and the Blue Mountains.

“Australia is dominated by its seascape, and we wanted to give visitors a really meaningful and vivid experience when they checked in,” he said.

“We have had tremendous reactions wherever we’ve installed fish-tanks because they are not only so colourful, they provide a very calming experience, especially after someone has flown around the world to get to Sydney.

“Of course, this aquarium had to be particularly memorable given that the Sofitel Sydney Darling Harbour was the city’s first new-build international 5-star hotel this millennium and is housed in such a prominent building.

“Just like our guests, the fish originate from all over the world, and even if our guests can’t get to places like the Great Barrier Reef to see ‘Nemo’ in the wild, they will be able to appreciate them during their stay in Sydney”.

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Watermark Brisbane moves to Event Watermark to become The Park Hotel Brisbane

EVENT HOSPITALITY AND ENTERTAINMENT LIMITED entered into an agreement to manage The Watermark Hotel, Brisbane from July 1, 2018.

“Event Hospitality and Entertainment is delighted to welcome this Brisbane property to our growing portfolio of hotels and resorts,” said Event Hospitality and Entertainment’s Director of Hotel and Resorts Operations, Norman Arundel. “We look forward to refreshing The Watermark as The Park Hotel and providing new and returning guests a comfortable and welcoming experience.”

The Watermark will be rebranded as an independent, local brand – The Park Hotel Brisbane – under the management of Event. The Park Hotel will be a full participant in Event’s Priority Guest Rewards loyalty program and all Event distribution channels, including rydges.com.

THINGS TO KNOW

26

BMIHMS is breaking down leadership barriers Top hotel school gets set to launch a new MBA program in October

Laureate Australia’s Jerome Casteigt

EXCITING TIMES ARE on the way for Blue Mountains International Hotel Management School (BMIHMS).

The universally acclaimed hotel industry institution is putting the finishing touches on a new MBA program designed to help mid-level hotel employees take the next step in their careers and gain the skills needed to thrive at the big business end.

The fully-online course has been designed to work around an employee’s existing workload and will be available 100% online. This ease of access is expected to draw significant interest from entrepreneurial individuals eager to progress.

HM sat down with Laureate Australia General Manager – Hospitality, Jerome Casteigt, for a sneak peek under the lid prior to launch.

What inspired you to launch this MBA programme? Was it needed? Was there a gap, or was it something that people were asking for?

Basically, yes, it was needed. It was needed by the industry and that’s probably the most important thing.

We’re very good at the school taking young people, who just finished their high school or are starting their education and preparing them for industry. But more and more, industry needs life-long learning. So, a lot of people have done their first qualification when they were 18. They went to work, but when they’re arriving at

a mid-management level, they do not necessarily have the skills, the knowledge, or the qualification to go to the next level.

What can you tell me about some of the subjects or topics to be covered?

One of the things that the industry was telling us is that they were not interested in having traditional subjects.

We haven’t built the course saying, okay, we’re going to do one subject a month being one on finance, one on HR, one on this, one on that, which is very traditional.

Nobody works like this. When you’re a GM, you don’t work like, on Monday, I’m going to do finance.

On Tuesday, I’m going to do this. So, we’ve approached it to be as real as possible, as industry-like. In most industries, how do you work? People work on projects.

So, we’ve decided, rather than having subjects, to have projects. Projects could be opening a hotel. A project could be managing a crisis.

“We’ve decided rather than having subjects, we’re having projects.”

When will the course be available?

We will start in October. It’s been accredited, so from a regulatory and internal compliance perspective, everything is ready, we’re now working on the learning experience, having a lot of visual content, videos and things which are engaging. Hopefully the first enrolments come in October. n hotelmanagement.com.au 25

PRESENTS

WAGES MATTERS The AAoA’s Noel Teskey offers a perspective on the national wage increase and the penalty rates decrease

26 HM The Business of Accommodation

KEY NEWS

THE EXPERT PANEL of the Fair Work Commission (FWC) has ordered an increase to the minimum award wages. The 3.5% increase applies from the first full pay period commencing on or after 1 July 2018. To coincide with the increase, the second phase of FWC’s order to decrease Sunday penalty rates for permanent employees, comes into effect.

Public statements by United Voice and other unions in relation to the penalty reductions has confused many members of AAoA. Statements like “The majority of today’s minimum wage rise is wiped out for weekend-working hospitality staff” are gross exaggerations.

The facts are that on 1 July 2018, the penalty rate reduction applied only to award covered permanent employees and only on Sunday shifts.

Accordingly, the reduction has little impact on a few members of AAoA. Many of the larger member properties are covered by Enterprise Agreements which are immune from the Sunday penalty rate decrease. The impact on all other members covered by the Hospitality Industry (General) Award is minimal in most cases.

Typically, in a medium size property with 60 employees, only 10 permanent employees may be rostered for a Sunday shift, and only 20% of their weekly wage is impacted.

A substantial number of members are smaller businesses where the decrease has no significance because generally, only Casuals are engaged on a Sunday.

Here is the background to the penalty rate decreases.

The FWC spent almost two years weighing evidence from more than 140 witnesses and 6000 written submissions. The AAoA and other employer groups argued penalty rates of up to 200% on Sundays were too high, no longer reflected community standards and were forcing businesses to close their doors on weekends and holidays. The Productivity Commission mostly supported the employer groups.

The trade union movement strongly opposed any cuts to penalties, saying penalty rates provide critical and fair compensation for low-paid Australians who work unsociable hours.

On 23 February 2017, the FWC handed down a decision to vary certain penalty rate provisions in some awards, including the Hospitality Industry (General) Award. All the variations occurred on 1 July 2017, except for Sunday penalty rates for Permanent Employees. The Sunday penalty rate reduction for full and part-time employees is being phased in over three years, as follows.

From the first pay period on or after: • 1 July 2017 - from 175% to 170% • 1 July 2018 - from 170% to 160% • 1 July 2019 - from 160% to 150% The Association believes the FWC’s decision to reduce excessive penalty rates is a step in the right direction and will continue to lobby for a healthy Accommodation industry with greater capacity to take on more employees and give them more hours.

ATHOC/AAoA race day at the Gold Coast Turf Club

Victorian state advisory board executive lunch

EVENTS WRAP-UP

Accommodation Association of Australia events that have been recently held around the nation ATHOC/AAoA RACE DAY AT THE GOLD COAST TURF CLUB

WHAT A TERRIFIC day was had with over 170 in attendance at the ATHOC/AAoA Race Day sponsored by AccorHotels.

All dressed to the best and ready to have a great day at the track.

Like any race day there were winners and losers on the horses, but never a dull moment to be had.

Our very own winter carnival with the best dressed, the best hat, the best dressed couple. And no doubt some people went to a lot of effort for the day.

We had so much fun we have already booked Saturday June 22, 2019.

So, start thinking about what outfit you might wear.

VICTORIAN STATE ADVISORY BOARD EXECUTIVE LUNCH

The AAoA’s Victorian State Advisory Board had an executive lunch with Visit Victoria CEO Peter Bingeman that was a terrific insight into the leading tourist board’s forward plans.

UPCOMING EVENTS

Put these events down in your calendar: • Regional Forums in Ballarat, Cairns, Coffs Harbour and Bendigo • Hotel Market Updates in all states with Canberra, Brisbane and Hobart upcoming • State Advisory Board Lunches with key stakeholders to address local advocacy agenda • ATHOC Golf Day and Race Day 2019 If your property is interested in hosting one of our events, contact events@aaoa.com.au hotelmanagement.com.au 27

OPINION

“Less payroll tax equals more industry jobs”

Richard Munro on why the latest measures from the NSW Government to lift the payroll tax is welcome news

EMPLOYMENT IN THE accommodation industry will be stimulated by the New South Wales Government moving to lift the payroll tax threshold from AUD$750,000 to AUD$1 million by 2021-22.

This measure, together with other tourism and infrastructure initiatives in the latest NSW State Budget is welcome news for the industry.

Payroll tax is unproductive because it is a tax directly on jobs. Therefore, any policy which decreases the payroll tax burden on operators of accommodation businesses is positive, especially given the labour-intensive nature of our industry.

Unlike offshore online giants who rake in millions from the visitor economy, the accommodation industry employs thousands of people across all parts of the state and increasing the payroll tax threshold will give accommodation businesses a greater incentive to employ more people.

The Accommodation Association is also pleased with the tourism commitments the Berejiklian Government has announced in the NSW State Budget.

The mix of investment in tourism for events, promotion and supporting regional NSW is set to benefit the accommodation industry.

While Sydney continues to be the mainstay for NSW tourism, backing family-operated small businesses in regional areas – many of which are struggling to stay profitable because of the unfair regulatory advantages Airbnb enjoys – is vital.

The Government’s investment in infrastructure, such as major city roads – which facilitate regional dispersal – and country highways is to be commended.

Richard Munro is the CEO of the Accommodation Association of Australia

28 HM The Business of Accommodation

“Local bed taxes are not the answer” Sally Attfield on the new taxes being proposed in New Zealand and all the talk from NZHIC 2018

TAXES WERE THE hot topic at the recent 2018 New Zealand Hotel Industry Conference (NZHIC).

The Government’s proposed Border Tax (aka the International Visitor Conservation and Tourism Levy), the Auckland targeted property rate on commercial accommodation providers, and the growing calls for the introduction of local bed taxes were all subjects for formal presentations and informal conversations. These are issues that TIA is actively addressing.

At the time of writing, we have held a series of top-level meetings with the Government on its Border Tax, and we are finalising our formal submission.

The tax would see most international visitors, with Australia and Pacific excluded, required to pay a levy of between NZD$25 and NZD$35 each before they come to New Zealand, raising an estimated NZD$57 million-NZD$80 million in the first year.

TIA’s priority is to ensure the tax revenue is directed to where it can do the most good, relieving pressure on infrastructure and ensuring we continue to deliver outstanding visitor experiences.

We must also clearly explain to our international visitors why they are being asked to pay, and how their contribution will be used. We are now calling for any further discussions on tourism taxes, levies or rates at a local or central government level to go on hold.

At central government level, there will now be three funds to draw on for new tourism infrastructure – the Tourism Infrastructure Fund, the Provincial Growth Fund, and the new Border Tax. These should address many of the priority funding issues.

Once the approved infrastructure projects get underway, at least some of the public’s concerns about the impact of tourism should be allayed.

Hoteliers at the conference were united in their belief that local bed taxes are not the answer. The statistics are clear – only a quarter of traveller bed nights are spent in commercial accommodation in New Zealand. So charging taxes against one sector, when others like bars, restaurants, retail and transport also greatly benefit from increased visitor nights is grossly unfair. A review of local government funding in New Zealand is scheduled to get underway later this year, which is sure to consider whether local councils should be given the legislative ability to impose new levies in addition to property rates. TIA will be closely involved in this review, on behalf of our hotel members and the wider tourism industry.

Finally, I would like to congratulate all finalists and winners in the 2018 New Zealand Hotel Industry Awards. With a record number of entries, the judges had a challenging job to select just 12 winners. A special mention must go to Kathy Guy, winner of the New Zealand Hotel Industry Achievement Award in recognition of her outstanding contribution to our hotel and tourism industry over the term of her career.

The calibre of all our winners shows our hotel sector is providing people with excellent career opportunities across a range of disciplines, and in locations ranging from the small resort town of Franz Josef to our biggest cities.

Sally Attfield is the Hotel Sector Manager at Tourism Industry Aotearoa

OPINION

“Dundee will help grow the US and UK markets” Carol Giuseppi on the increased funding for Tourism Australia and major issues facing the industry at present

WE ARE NOW midway through 2018 The report recommends the Tourism Australia’s Dundee campaign in a year that has seen continued need to continue to benchmark strong growth of the visitor economy visitor visa fees and to reduce fees, demonstrated in the release of the where required, to compensate June National Visitor Survey and for the increase in the PMC. It early data from the International also recommends a need for Visitor Survey. The National Visitor governments to commit to a fixed Survey figures show that domestic global standard processing time to overnight visitor numbers across provide greater certainty to visitors all accommodation categories is planning to travel. up by 6.66% to 97.7 million, while Airline access also remains visitor nights grew by 4.5% to over central to international visitor 350 million. This points to some of growth. Australia now has over 100 the great programs and funding by bilateral air services agreements and State Governments to drive visitation associated arrangements. The historic particularly in regional Australia.

‘Open Skies’ agreement with China in While the reporting of December 2016 has provided strong international visitor figures is lagging, impetus for growth in travel between there is no doubt that Tourism Australia and China.

Australia’s bold and exciting ‘Dundee’ This is reflected in the 53,920 campaign has firmly put Australia in seats currently available between the the consideration set for travellers two countries. The recently signed from the US and the UK in particular. bilateral air services agreement We congratulate the Government for its vision in supporting between India and Australia is likely to drive similar levels of the campaign and welcome the further recognition of Tourism growth, providing for open capacity between the major airports.

Australia’s important role in the 2018-19 pre-election budget which As a major employer, the biggest issue facing the industry is saw a funding increase. the shortage of skilled workers. With increasing skilled migration This is a significant improvement from the 2017-18 Budget, constraints, the focus continues to be on attracting Australians to however there remains a need to protect Tourism Australia funding jobs in the sector. TAA in conjunction with industry is developing against international media-cost inflation in overseas markets, a range of policy responses to shortages particularly around to ensure that these ground-breaking campaigns are effectively attracting culinary apprentices and driving visitor growth. leveraged to grow inbound tourism demand.

At the same time we continue to advocate for a Skilled Central to increased visitation is ensuring Australia is Migration program that recognises the important role that intracompetitive in terms of cost and ease of access. corporate transfers play in skills exchange and development and TAA’s recently released report into ‘Visitor Visas for Asian for pathways to permanent migration for International Hospitality Markets’ clearly showed that continued improvements in creating a Students and skilled employees in regional Australia. seamless, automated experience for travellers has been essential in We look forward to continuing to work with the Government improving Australia’s competitiveness and driving visitation. and Opposition in the pre-election period to building The past four years have seen the rollout of initiatives like understanding and promote policy responses that benefit the the removal of outgoing passenger cards, online visas, multiple accommodation sector. entry visas, next generation Smart Gates and trials of biometric Carol Giuseppi is the Cheif Executive Officer of Tourism processing. These all simplify the process for travellers.

Accommodation Australia hotelmanagement.com.au 29

OPINION

“Build it and will they come?”

Howard Kemball on the expectation from owners that a wave of guests will arrive at their brand-new hotel from day one

THERE’S A HECK of a lot of talk these days about hotel development. Or haven’t you noticed?

Every major (and not so major) operator featured in HM magazine continues to claim growth at a frenetic rate which begs the question: “build it and will they come”?

True, tourism globally is increasing. To quote the UN World Tourism Organisation: “International tourist arrivals grew by a remarkable 7% in 2017 to reach a total of 1.3 billion, according to the latest UNWTO World Tourism Barometer. This strong momentum is expected to continue in 2018 at a rate of 4%-5%.”

In our part of the world (Oceania), that 7% figure quoted above also applies and for the year ending April 2018, Australia welcomed 9 million visitors – an increase of 6.3%.

Leisure arrivals (Holiday + VFR) continued to drive international arrivals growth, with an increase of 7.4% per cent over the 12-month period. China is now our biggest market (and biggest growth at 10.3%) followed by NZ, the UK and the USA, according to Tourism Australia.

According to STR (Feb 2018), overall demand into Australia still exceeds supply but that hides the detail. Hobart and Perth have supply exceeding demand as does Melbourne and Sydney CBD. And in these cities much more supply to come.

Other major centres around the country have healthier supply/ demand ratios albeit smaller numbers.

According to the most recent Dransfield Hotel Futures report, “live projects (recently completed, under construction, proposals) have increased from 166 to 266 as the supply cycle moves towards the peak”. Also “our forecast assumes 41,000 additional rooms to enter the market over the next 9 years”. Having said that, Dransfield is relatively optimistic that “supply will be absorbed over the long term”.

30 HM The Business of Accommodation

However, I have concerns relating to demand. Namely, these are: • Airline travel into our part of the world is still relatively expensive compared to other destinations available to our major and growing markets.

• Visa costs can be high and the process cumbersome – as I understand it.

• Axing of the 457 Visa program won’t help our skills needed in hospitality.

• The increase of alternative accommodation (i.e. home sharing) can keep ADR growth low.

• The eventual and certain rise in interest rates may deter some domestic travel.

• The consistency of product and service quality at key tourism locations vary to the extent that our reputation as a welcoming and service oriented country will be damaged.

• ‘ Tourism’ as an export industry is still not recognised at senior government level (no separate seat at the Cabinet table).

• ‘Hospitality’ as a career option for high school leavers is still regarded as a ‘nonprofessional’ choice.

What’s not to love about this country and the hotel business?

I also think that our diversity as a nation – our people, places, experiences – make us an attractive destination.

However, I don’t think it’s just enough to build more hotels and believe they’ll be profitable from day one. (In fact, there’s an old adage that the third owner is the one that makes the money!)

The costs involved to finance, build, open then operate can be prohibitive and risky. And there’s no guarantee of revenue every day.

Owners, please take care. n Howard Kemball is one of Australasia’s leading asset managers. It’s his job to ensure that the marriage between the operator, the hotel General Manager and the owner is productive and profitable. Find him at howard@kcom.com.au

OPINION

“Welcome new office holders”

Les Clefs d’Or Australia’s now past-President Peter McBrearty on a changing of the guard, expos and new members

JULY WAS VERY much a landmark month for Les Clefs d’Or Australia, as we held not only our national AGM, but also our first Victorian Tourism Expo at The Langham, Melbourne.

While we have previously run Tourism Expos in both Sydney and Brisbane, this was the inaugural Melbourne event, and saw 25 exhibitors from across the Victorian Tourism industry given the opportunity to interact directly with a range of Concierge from a variety of Melbourne hotel properties.

The concept behind the Expos is to allow the exhibitors to provide information on their attractions and services directly to the hotel staff charged with providing information to their guests, while at the same time increasing the knowledge base of the staff themselves.

The Expo was run on a speed dating format, with the attendees being rotated at regular intervals between exhibitors, and was followed by an informal networking session.

Given the positive feedback we have received to date from both exhibitors and attendees, and the fact the event was very quickly oversubscribed by exhibitors wishing to participate – it seems likely that the 2019 Expo will be even larger still.

Following the Expo, AGM welcome drinks were held at The Point in Albert Park, overlooking Albert Park Lake, where our members and honorary members took the opportunity to catch up and discuss the year past and also developments in their states and at their respective properties.

Our AGM took place the following day in Alto at The Langham, and commenced with a welcome from Langham Melbourne Managing Director, Ben Sington, after which Head of Event

Marketing and Relationships at Visit Victoria, Joanna McEwan, provided us with an informative insight into Victoria’s marketing strategy and a number of the major events in store for our guests over the upcoming year, before we then moved on to our executive and state reports, general business, and bi-annual elections.

We now move into the years to come with a number of new office bearers, including National President David Luff (Four Seasons Hotel Sydney), Secretary Mark Anderson (InterContinental Sydney) and Treasurer Rhett Constantine (Pullman Albert Park Melbourne), along with a very strong coterie of State Directors, and a refreshed membership interview committee – and with the plethora of talented new office holders, the future for Les Clefs d’Or Australia is looking brighter than ever.

Of course the good news wasn’t limited just to the successful Tourism Expo, AGM and elections, as immediately prior to these events our mid year membership interviews were also held, and we were delighted to be able to welcome Lex Chandrasiri of Pullman on The Park Melbourne, and Quintin McLeod of The Emporium Hotel Brisbane as our 57th and 58th members.

Our membership was also equally happy to welcome our newest mini Concierge, with the Marriott Melbourne’s Chief Concierge Anthony Szostak and his lovely wife Samantha announcing the arrival of Ethan Geoffrey Szostak, born Sunday June 10th, and by our calculations – eligible for his golden keys somewhere in the vicinity of 2038. n Peter McBrearty is the Past President of Les Clefs d’Or Australia and Chief Concierge at The Langham, Melbourne. hotelmanagement.com.au 31

Q&A

ARNE SORENSON’S

Global leadership MARRIOTT INTERNATIONAL’S CEO ARNE SORENSON SITS DOWN WITH JAMES WILKINSON DURING THE 2018 NYU HOSPITALITY CONFERENCE IN NEW YORK TO TALK ABOUT REINVIGORATING SHERATON, THE RISE OF BLEISURE AND HEALTHY TRAVEL, AUSTRALIA’S DEVELOPMENT BOOM, TAKING ON AIRBNB IN THE UNITED KINGDOM AND MUCH MORE

32 HM The Business of Accommodation

Q&A Arne, thank you so much for your time today. We are here in New York and it’s a very exciting time for the Sheraton brand isn’t it?

W

e have been revealing something that we have in mind for the public space of Sheraton, which is an iconic brand. It’s a big brand for us. It’s third biggest brand we’ve got in our portfolio of 30 and we’re really showing this to the hotel owners and developers so they see where we’re taking the brand.

You’re going very design driven from what we have seen from the design mock-ups.

Well the idea with Sheraton is really two-fold. One is of course about design and the other is really about Sheraton being the centre of the community. And we think it’s got that sort of lineage where people have come together from all around the world and we want to make sure we’re bringing them back to that place. So we’re developing space, which is active through all parts of the day. We’ve got a communal table here which really is almost like a library table that allows you to come and do your e-mails or do your work maybe have a small conversation. We’ve also got a bar and coffee space so that we can bring people in and make sure that they’re engaged with each other.

Doing that, however with a design flavour, which needs to be curbed and needs to reflect the locale it’s in and we’re really excited about it.

It’s always exciting to rejuvenate a brand isn’t it and that you’ve done that a few times throughout your career and now you’re rejuvenating one of the most iconic brands and while the word iconic is thrown around a fair bit in this industry, but Sheraton really is one of those brands.

It is a brand that’s known everywhere and it’s a brand that didn’t have enough discipline applied to it these last few years.

Australia has some of the best hotels in the world W Hotels is heading back to Sydney

I think there were different reasons for that, but part of it was that Starwood wasn’t growing fast enough independently and so they really did not act hard enough on the hotels that didn’t meet standards.

And of course if you don’t act for the hotels that don’t meet standards, it means you have a hard time enforcing those standards.

So we knew when we stepped into Starwood we wanted to make sure we work with our brand teams, including legacy Starwood teams, we wanted to make sure we work with our hotel owners to develop standards that people understood and bought into.

And then basically we said ‘okay, these are the standards which we’re going to apply and if you apply them then great, we’d love to have in the system... but if you’re not committed to applying them, then you’re going to be out of the system’.

It’s usually when you look at what’s going on from a brand standpoint and legacy brands and a lot of that comes back to loyalty again doesn’t it and you’re the one the biggest players in the world from a loyalty standpoint and these are very brandloyal members that want to stick with their brand.

Yeah that’s right. I mean the SPG loyalists were fierce partisans if you will and from the moment we announced the acquisition of Starwood they said ‘oh my goodness, what’s going to happen? What are you going to do to our beloved program?’ So we really have worked with them in the last year to say ‘what do you want?’ Now of course that’s within reason, but we explained about a month ago how we were going to merge the two loyalty programs – Marriott Rewards and SPG – with a name yet to be revealed and what the terms though generally would be and I think what we heard from our loyalists, both the Marriott Rewards and SPG was ‘we like that and this is a more powerful program than we had before and we’ll continue to stay with you’.

“Look at Australia, which is in a hotel boom for the first time in really decades and we will see extraordinary hotels that open over the course of ’18, ’19, ’20 and ’21 and that will lift the whole sense of the quality of the hotel industry in Australia.”

Now open: W Brisbane

- ARNE SORENSON You get a significant number of bookings from your loyalty programs as well don’t you?

A high 50s percentage of all of our business comes from loyalty programs, nearing 60%, so it really is a powerful tool for us to make sure that the bulk of our customers are really our customers and not intermediary customers.

We’ve heard you talk a lot previously about the ‘bleisure’ space and it’s one of the most exciting spaces in the industry right now isn’t it?

Yeah, that’s right. I think it’s driven by a couple of things but we are all kind of working all the time

hotelmanagement.com.au 33

Q&A A mock-up of Sheraton lobby design

because we have devices that allow us or require us to work all the time depending on your perspective.

What that also means is I think we all feel better about combining leisure even while we’re working, so a business trip is no longer purely a business trip.

It may be principally a great business trip, but we’re going to really want to experience the restaurant that we’ve heard so much about or maybe go to a club or as I did this morning, go for a run in a local setting and experience something about that location and make sure we’re getting joy not just from the work we’re doing, hopefully but also from the fun we get out of it as well.

“A high 50s percentage of all of our business comes from loyalty programs, so it really is a powerful tool for us.”

When you look at reinvigorating brands, Sheraton is a great example because in Asia-Pacific, compared to some other parts of the world, you have great hotels and that makes you want to really lift the legacy brands globally doesn’t it?

Well that’s right. I mean as travellers move around the world and as hotel owners move around the world, they say ‘okay, if I’ve got some extraordinarily beautiful 34 HM The Business of Accommodation

You’re also offering home rentals in the United Kingdom within the Tribute portfolio. How’s that going?

It’s going great. We announced in May 2018 a pilot where we have about 200 entire homes in London and it is a way for us to offer a product which is a bit different from a traditional hotel room because they’re whole homes. So they’re better for larger families or for groups that are traveling together where an individual hotel room may not work that well, but we are bringing to it design services, hospitality services, great linens and branding, which will allow people to say ‘you know what, I know what I’m getting and not making a flying bet that I’m going to end up with experience that’s great, I’m going to end up with an experience which is highly local but also can be reliably good’.

You were talking before about before learning from Starwood and it’s a good example right there with the Westin brand and the running teams that go out in the mornings to take guests out for a run. Health and fitness is a big thing for you and you have got brands that are focused on that and you have other brands that are starting to think more about that.

Well I think with Westin of course it’s a brand that has claimed the fitness and health space for many years. It was a Westin associates group I ran with this morning, including their ‘Run Concierge’ who takes customers out two times a week. They also have a [running] gear lending program. We also recently announced a program about contributing to charity miles, which is non-profit, in connection with our guests out there running.

So you also see that in a brand like Element, which Starwood had of course and was another healthfocused brand. But in all the other brands what you see is an increased focus on fitness centres, an increased focus on the menu, for example does the menu give us healthy options as well as sinful options because what your favorite local comfort food is, we want that, but we also want to have the option to be healthy and we like to have it made easy and fun.

new Sheraton hotel in some big city in China and I’ve landed in some city in the United States and I see a Sheraton hotel and it doesn’t feel comfortable to me’, I could be disappointed if I’m a travelling guest or if I’m a hotel owner. We’ll never have the same standards in every market in the world. Obviously, some markets are all about new-build hotels. Look at Australia, which is in a hotel boom for the first time in really decades and we will see extraordinary hotels that open over the course of ’18, ’19, ’20 and ’21 and that will lift the whole sense of the quality of the hotel industry in Australia.

Different markets are otherwise and in some markets you can’t afford to build, so how do you keep making sure the renovation dollars are going to keep them up to standard.

Are there a few market segments that you’re happy with that at the moment? We are seeing midscale and luxury as two that are really performing well globally.

Stylish: W Brisbane’s ‘wet deck’

It’s a big world out there obviously and I think the hotels, which are most aspirational for folks still are about luxury, lifestyle and resort destinations.

Resort destinations could include urban markets if they are really strong leisure markets and that’s what tends to turn our fancy.

But we can’t necessarily all afford those hotels all the time and so we’re looking for value.

We’re looking for upscale or mid-market hotels that are quality that a sense of design, that have a sense of food and beverage, but are affordable for maybe the bulk of our trips so that we can splurge on ourselves when we do that special trip. n

CO-HOSTED BY

FINALISTS ANNOUNCED! HM AWARDS 2018

GALA PRESENTATION DINNER

Presenting the 2018 HM Awards The HM Awards are being held for the 16th time in 2018 and HM magazine is proud to confirm finalists have been announced. These awards independently recognise excellence in accommodation across Australia, New Zealand and the South Pacific.

The gala presentation dinner will be held at ICC Sydney on Friday, September 7 where, after more than 1,500 nominations are tallied, over 45 winners will be announced across categories for properties, departments and people.

Date Friday, September 7 Venue ICC Sydney Grand Ballroom Dress Black tie Table bookings T: +61 (0)2 8586 6101 E: bookings@hmawards.com.au

Sponsorship enquiries, contact: Adam Daff T: +61 (0)2 8586 6207 E: adaff@intermedia.com.au

View the finalists at:

www.HMawards.com.au

Q&A

Girish Jhunjhnuwala wants to buy a hotel chain OVOLO GROUP FOUNDER AND CEO, GIRISH JHUNJHNUWALA, FIRMLY HAS EXPANSION IN HIS EYES IN THE FORM OF BUYING ENTIRE HOTEL CHAINS, HE TELLS JAMES WILKINSON AT THE RECENT BLLA CONFERENCE IN NEW YORK CITY

Girish, thanks so much for your time today.

We’re here in New York and there are a lot of conferences going on. How’s the energy in the hotel industry right now globally?

I

t’s electrifying absolutely amazing, especially here in New York. The energy levels are so high and everybody at the conference is excited because there are lots of things happening [across the hotel industry].

You’re expanding quite rapidly in Australia, adding three properties in recent months. Are you still looking at the United States and United Kingdom for growth or is Australia the target?

Yes, we’re looking at growth for Ovolo everywhere, including the U.K. and the United States now. We definitely have plans to come in here [the U.S.].

Australia continues to be our focus. We want to acquire more in Australia and we’re probably looking for a portfolio of hotels that we can buy out.

Because you’ve been growing one by one and it’s quite an arduous process in this industry isn’t it?

Visionary: Ovolo’s Founder, Girish Jhunjhnuwala 36 HM The Business of Accommodation

Yes it is James and you hit the nail on the head. That was the way to go in the early times to grow slowly and steadily. Now that we know our model well, we know our customers and customers know us and now we can take a bigger leap and start buying larger hotels and maybe a portfolio of hotels.

Q&A You’re one of many chains looking to buy hotel groups at present. This whole merger and acquisition activity in the hotel industry right now isn’t slowing down by any means, is it?

No it’s not. It’s getting more and more exciting and I think there are a lot of prospects for boutique operators like us and I think we could do a lot more.

There are a lot [of properties] we could reposition and turn into an Ovolo or another brand, which we just started called Mojo Nomad. It’s a take on the whole co-living, micro-hotel concept, which is quite cool and interesting.

It’s about effortless living where the guest doesn’t have to think much and while the hotels have a small room that works well, you have a lot of communal spaces so you’ll have a space that you can go and work, go and eat and drink and so on. So, we see that concept working quite well.

We also see that working quite well here in New York and I’ve seen a number of hotels here that have been following the same concept.

When the rooms are that size that you’re talking about, it is about spending less time in your room and more time actually doing work off the lobby or using a meeting room or having a drink isn’t it?

Absolutely and we’ll have a lot of communal spaces. While the rooms might be small in size, they are really comfortable. I mean every single thing is thought out. So, you will not feel that anything’s missing or something that’s been squeezed out of it. So, everything is there.

“Now that we know our model well, we can take a bigger leap and start buying larger hotels and maybe a portfolio of hotels.”

GETTING TO KNOW…

Sealy of Australia

- GIRISH JHUNJHNUWALA

In the first of HM’s new ‘meet the supplier’ features, James Wilkinson sits down with Sealy of Australia’s National Commercial Account Manager, Antony Raiteri

When you start looking at opportunities for Mojo Nomad, you’re based in Hong Kong and real estate is a very tricky proposition in Hong Kong. So this kind of concept is almost designed for cities where they are very built up isn’t it?

How long has your company been supplying the hotel industry for?

Oh, absolutely. I think certainly in New York, Hong Kong and Japan, where this [concept] is very popular. I think this can grow into other cities too where people are happy just to have a small room and other spaces where they can go. It’s great for single [leisure] travellers as well as business travellers as it works both ways.

You’re also notably getting a lot more business travellers coming through your doors now as well.

Absolutely, we are getting a lot of both business and leisure travellers.

Girish, you’re a business traveller yourself. What things do you think Ovolo Hotels offer business travellers from your travels and what your group offers at the same time?

Well, I think it’s about our philosophy on the effortless living. I mean we just believe that a guest does not have to think about anything. So with our all inclusive amenities – which is the free mini bar, the free breakfast, the free social happy hour – there are things that guests shouldn’t have to think about and it’s all included and this is great for the business traveller. Especially with the free social hour, where you can meet the GM, meet other guests, talk about restaurant experiences or anything like that. We get a lot of comments back from guests that it’s something they really enjoy.

When you do take over hotels like HotelHotel, the New Inchcolm or the Emporium Fortitude Valley, you are buying very good boutique hotels that are very impressive in their own right already. Do you need to do much to these hotels to bring them up to a standard for the Group?

Oh absolutely. We literally almost gut them all out and redo the whole thing because some of them are quite dated and auspicious. So this is how we do things. It has to feel a bit more effortless, it has to feel a bit more vibrant and we need to make it more Ovolo like all of our other properties.

Approximately 40 years.

What are the leading products you offer hotels?

The Sealy Posturepedic Commercial Range, which is the pinnacle of commercial bedding products in Australia.

Can you offer bespoke and unique one-of-akind products for hotels?

It’s our specialty to develop and produce a specifically designed bed to meet the needs of the customer and guests.

How important it is for hotels to buy quality products from the outset?

You only get one chance to make a good impression and it all starts with a great bed. Guests just wont come back and return business declines.

Who you are working with at present and what have been some recent installations?

The Westin Perth, The Westin Brisbane, W Brisbane, Emporium Brisbane Southbank, Aloft Perth and we have a few other special projects in the pipeline. Watch this space.

hotelmanagement.com.au 37

CONFERENCES implored the industry to make direct submissions.

An engaging presentation by keynote speaker, Air New Zealand CEO Christopher Luxon, was a highlight as he announced new routes to Taipei and Chicago, Luxon outlined that tourism is 10% of the New Zealand economy; 12% of the NZ workforce; 17% of New Zealand’s total GST; and 21% of New Zealand’s total exports as well as sharing more data which proves how critical the tourism industry is to New Zealand.

In a panel about “managing This year’s New rapid change” Andrew ScottZealand Hotel Howman, Barrister, Port Nicholson Chambers said in an Industry Conference age of immediate and widespread in Auckland turned negative feedback, it was important out to be the best on for controversy to be addressed many fronts, writes quickly rather than ignored.

Nikki Birrell “[Silence] creates a vacuum which will be filled by the media if you don’t react accordingly,” he said.

On the hotel leader’s panel, Ryan Sanders, Founder, Haka Tourism Group, said it was Katie Milne on stage at NZHIC important to reach out to those who are inspirational and aspirational in their industry.

Sanders said it was a strategy he employed himself to record number of over 630 people launch his business and noted nobody had said no to attended the 11th New Zealand Hotel him yet.

Industry Conference (NZHIC) held over On the F&B panel, Site Hospitality Managing two days in Auckland during July (4-5) Director Dave Galvin, said dining environments are incorporating a conference, exhibition and hotel changing more frequently than in the past to meet awards dinner. ever-changing consumer demand. To keep up, Galvin Several key issues raised repeatedly throughout said F&B staff needed to be aware that customers are day two were outlined by Scenic Hotel Group viewing everything through a lens – meaning their Chairwoman of the Board, Lani Hagaman, in her phone cameras – and eating with their eyes via apps welcoming address. such as Instagram.

Hagaman questioned legislation and costs incurred Todd Wynne-Parry, Vice President, Global by hotels in comparison to Airbnb. She also captured Acquisitions and Development, Two Roads Hospitality, much of the resentment established accommodation gave an overview of the US hotel market and made a providers have about the Auckland targeted rate – a heartening plea to get more females into leadership, tax – set by Auckland Council, as well as the proposed onto the conference stage and into the audience, border tax by Central Government and how it would especially considering women make up at least 50% of be distributed and spent. tourists and the local industry workforce.

“Treat us all the same. Regulate us all the same.

Dominick Stephens, Chief Economist, Westpac, Tax us all the same. Let’s not kill the goose who lays gave the audience an economic outlook: with the golden egg – be fair,” she said. key news being that the dollar looks set to drop Tourism Industry Aotearoa (TIA) CEO, Chris substantially, meaning increased visitors.

Roberts, focused on the New Zealand Tourism Matthew Griffin, Professional Service Manager Sustainability Commitment, which aims to see every New Zealand tourism business committed to of BlockchainLabs NZ, outlined an increasingly sustainability by 2025. popular way of managing data and how it could The border tax is proposed as a NZD$25-$35 become increasingly more relevant for hospitality per-international visitor levy by the new Labour groups. Griffin explained how the ease of sending, government, with those from Australia and the receiving, storing, and trading digital currencies with Pacific Islands exempt. blockchain technology would make it hard to ignore.

It’s projected to result in NZD$57-80 million The conference ended with the 2018 New Zealand revenue a year, to be split between conservation and Hotel Industry Awards gala dinner, where it was tourism. Further consultation on how the money noteworthy that several of the awards were handed would be distributed closed on July 22 and Roberts out to regions outside the main centres. n

Record crowd, top talks at NZHIC 2018

“Treat us all the same.

Regulate us all the same.

Tax us all the same.”

38 HM The Business of Accommodation

CONFERENCES

CHRIS LUXON’S KEYNOTE PACKED WITH LEARNINGS AIR NEW ZEALAND CEO Chris Luxon’s keynote speech at this year’s New Zealand Hotel Industry Conference (NZHIC) in Auckland on July 5 was one of the highlights of the event.

His presentation had many take-home messages for the hotel industry and Luxon started by explaining that the four years he spent as a porter concierge in his youth were pivotal to his learnings around service values.

“It’s here that you learn about following good guidelines and having good process but also stepping up and demonstrating can-do spirit and your judgement and your intellect to solve a problem for a customer or a visitor,” he said.

“It’s here we learn to welcome people as a friend and to treat our visitors as we would want our families or friends to be treated.

“It’s here we learn how to be ourselves, to be our best selves, what it means to be a New Zealander to people who are new to our country,” Luxon said.

His speech was also heavily focused on the importance of investing in the culture of a company.

“Culture really matters,” Luxon said. “Everything we do at Air NZ can be copied – people talk about us as a small and irrelevant airline, so how are we so successful?

“Why do we punch above our weight? It all comes back to our people. [We want] fired-up people who want to come to work and are more

than engaged than those doing the same jobs for the competitors, who give that 2-5% differential effort and goodwill to improve the customer service, to improve the commercial results – those things are highly interdependent on each other.”

Luxon said there were five challenges and provocations he wanted the hotel industry to think about.

1. He said it is about increasing high productivity by diving into more high-value customers. Value over volume.

2. Luxon acknowledged the critical constraints around infrastructure but encouraged people to keep investing in this.

3. He asked “how well do you know your customer?

How do you remove pain points and frustrations for them?”

4. Luxon pointed out that the industry would do better to work together on common issues. He used the example of the competition between airlines in the Tasman. “When there is a common issue, we unite strong. We form an alliance to go and lobby for what we all need. I would love to see more of the hotel industry coming together united to delve into the big issues of common interest.”

5. He also implored businesses to invest in leaders, in people and culture and to “build a quality system”. n

“Culture really matters.” says Air New Zealand CEO, Christopher Luxon

Roberts gives comprehensive industry outlook

The border tax is a major issue for the New Zealand hotel industy, says TIA CEO, Chris Roberts

TOURISM INDUSTRY AOTEAROA (TIA) CEO, Chris Roberts, did an outstanding job of standing in for the Tourism Minister at this year’s New Zealand Hotel Industry Conference (NZHIC) in Auckland on July 5.

His presentation focused on two key areas and the first was the New Zealand Sustainability Commitment, launched by the TIA at the end of last year.

“We think it’s a crucial initiative, we want the industry to embrace this and so far it has really taken it on board,” he said.

Over 300 companies have already signed up to the initiative and the aim is to have 1000 signed up by the end of the year.

The initiative is based around 14 businesslevel commitments made across the four parts of sustainability: economic, environment, the host community and the visitor.

“Nobody can sign up to this lightly,” said Roberts, “But these are aspirational values”.

He congratulated the hotels already signed up and encouraged everyone else to do the same.

HM put some questions to Roberts after the presentation to clarify how the initiative will be measured.

He said: “The sustainability commitment has eight industry level goals in it. We are developing measures for each one of those goals, one of those remains

a financial one. We can measure industry progress towards a sustainable tourism system in 2025.”

The second key issue of Roberts’ address was the proposed border tax. HM asked for the TIA’s views on the levy and Roberts confirmed that the TIA would not be arguing for the border tax to be dropped but rather making submissions around improving the design of it.

“Our main focus is what is the money going to be spent on and there’s no detail for that currently,” Roberts said. “It says the money will go between tourism and conservation and there’s nothing there on who controls it.

“There needs to be some kind of industry advisory council, non-government influence on how the money is spent.”

The idea is for the money to go into a memorandum account that can only be drawn out for identified spending, which Roberts is an advocate of to ensure the money is going to improve the visitor experience, relieve a constraint and make a difference.

“We’d hate for it to disappear into general lines of funding. We’ve looked across to Australia – the departure tax in Australia is a horrendous example of a border tax. It’s been raised about six times, it’s now sitting at about NZD$60 per passenger, none of it can be tagged back to making a difference to the visitor, it’s all just in the general budget,” Roberts said. n hotelmanagement.com.au 39

TECHNOLOGY

HM LOOKS AT HOW THREE OF THE LARGEST ACCOMMODATION CHAINS GLOBALLY ARE CHANGING THE GUEST EXPERIENCE FOREVER THROUGH THE LATEST HOTEL TECHNOLOGY

Hilton’s Connected Room in D.C IHG goes robotic in China

H

ilton’s ‘Connected Room’, a first-of-itskind, high-tech guest room that enables guests to personalise and control every aspect of their stay from one central point – their mobile device – is set to be rolled-out in scale during 2018 after successful testing.

Currently in beta testing, Connected Room is live in several US hotels and Hilton says it will soon be available to hotels across the United States.

Guests who stay at Connected Room-enabled properties will soon be able to use the Hilton Honors app to manage most things they would traditionally do manually in a room, from controlling the temperature and lighting to the TV and window coverings.

Hilton guests will also be able to personalise their room with technology that loads the most popular streaming media and other accounts to in-room TVs. In the longer-term, Connected Room will support a range of connected devices, engagements and experiences.

Guests will able to use voice commands to control their room or access their content, and to upload their own artwork and photos to automatically display in their room.

“Innovation has been in Hilton’s DNA since entrepreneur Conrad Hilton purchased the first Hilton property and pioneered the hospitality industry nearly 100 years ago,” said Hilton’s President and CEO, Christopher J. Nassetta.

“Many innovations later, we are once again setting a new standard for the industry by giving our guests 40 HM The Business of Accommodation

a travel experience where the room knows them, and they know their room.”

With Connected Room’s introduction, Hilton is delivering the industry’s first truly mobile-centric hotel room, building on the success of the award-wining Hilton Honors app.

Hilton Honors members are already using the app to check-in, select their room, and open their hotel room’s door with Digital Key. Nassetta said Hilton knows their guests value this type of access from their smartphones based on the wide usage already seen from Hilton Honors members: 34 million digital check-ins, four million room key downloads and more than 18.7 million doors opened. In the month of October 2017 alone, a door was unlocked with Digital Key every 1.5 seconds.

Designed and built by Hilton from the ground up, Nassetta said Connected Room is a natural extension of the Hilton Honors app’s existing capabilities. Its creation was rooted in the unique needs of guests, who have voiced an increasing desire to personalise their stays.

Connected Room also has implications for Hilton’s corporate responsibility program, Travel with Purpose. The technology will give guests the option to help conserve energy by syncing the air conditioning with their schedule and allow hotel operators to monitor how their hotels are managing energy in real time to ensure they are effectively reducing environmental impact.

Hilton Team Members will also benefit from Connected Room since the platform will provide them with better insight into guest preferences.

TECHNOLOGY of using the robot in hotel industry is to set up a co-operation between people and robots. Robots can help to increase the effectiveness at some particular position and release people from some simple and repetitive low value-added work.

MARRIOTT’S FACIAL RECOGNITION CHECK-IN

The joint venture of Alibaba Group and Marriott International has revealed it is spearheading Marriott

“We are giving our guests a travel experience where the room knows them and they know the room.”

IHG’S IN-ROOM ROBOTS

Over 20 of IHG’s hotels in China now offer a robotic room service tool in rooms.

HM asked IHG’s Director of Corporate Communications for Australasia and Japan, Chris Waite, how it works.

How many robots do you have at your hotels and where?

So far, 20 hotels across four IHG brands in China are using robots.

What services do the robots provide?

In general, there are three things that robots are programmed to do at the hotel.

Firstly, they are a ‘runner’: Robots can deliver amenities (bath amenities, towels, sleepers, mineral water that guests requested), and welcome amenities (fruit basket or flowers) to guest rooms. Robots can take the lift by themselves and they will call the guest via in-room telephone to inform the guest that they are outside of the door.

Secondly, they are a Guest Relations Officer: Robots can escort the guest from the entrance to hotel lift lobby. Some robots can speak to guests and tell jokes.

Thirdly, they are a promoter: The robots promote hotel promotional info on the screen and move in some certain areas like the hotel lobby or meeting room floor.

International’s facial recognition check-in pilot with Fliggy, Alibaba’s travel service platform.

This announcement comes hot on the heels of the joint venture’s recent global rollout of the Post Pay functionality and redesigned storefront on Fliggy, to continually elevate the travel experience for techsavvy Chinese travellers.

“We are excited to partner with the joint venture yet again to offer an innovative and convenient check-in alternative for Chinese travellers. Marriott International has a track record of embracing cutting-edge technology to create memorable experiences for guests,” said Marriott International’s Chief Operations Officer and Managing Director of Greater China and Board Member of the Joint Venture, Henry Lee. “With technology, our hotel associates can work more efficiently to do what they do best. by delivering personalised service to guests.”

With the adoption of facial recognition technology, the check-in process can be completed in less than a minute. n Facial recognition check-in at Marriott

Why have these hotels decided to use robots?

Robots are effective especially as a runner, for example, in one of our hotels in Hangzhou, the record of robot deliveries in one month was 1809 and the completion rate was 100%.

In addition, the robot also brings very positive social reviews on OTA website such as TripAdvisor and Ctrip (China’s leading OTA website). For example, a newly opened hotel receives 15 positive reviews on TripAdvisor in two weeks.

Do the robots replace workers?

Robots can replace part of the labor. For example, the two robots at InterContinental Suzhou already replaced three runners. But the initial purpose hotelmanagement.com.au 41

TECHNOLOGY

generation: next Leading consultant Ted Horner looks at the latest technology trends for hotels to emerge from HITEC 2018, held in Houston, Texas

his year’s event was held in Houston with a record number of more than 6,650 attendees and 350 vendors plus 120 speakers covering a wide range of topics.

I regard HITEC as the premier hotel technology conference and exhibition in the world and this year was my 30th year in succession at this event.

Here are some key points and ideas that emerged from this year’s event.

ENHANCING THE GUEST EXPERIENCE

The phrases of “guest-centric”, “guest experience” and “guest satisfaction” are almost everywhere in the tradeshow.

Using technologies to improve guest satisfaction is definitely one big theme I observed at HITEC in Houston this year.

Many exhibitors showcased how they can provide better customer service for hotels by integrating their tech products with the hotel’s existing Property Management System (PMS).

At HITEC, Amazon released a new video about its popular Alexa device that’s now available for hotels.

To get a better understanding of what Alexa can now offer I encourage you to watch the video on YouTube.

Also worth checking out is the latest Artificial Intelligence product that Google has developed called Google Assistant, where a machine allows an assistant to make calls in a human voice.

IMPROVING SERVICE OPERATIONS

There are also many tech products at the exhibition that are designed to help hotels run smooth operations.

On one hand, technologies can assist human resources in attracting and recruiting the right talent and retention management. Billing the payments can also be handled by machines.

On the other hand, big data and Blockchain can help hotels gain better insights into what the customers want.

42 HM The Business of Accommodation

“Hotels are managing a tremendous amount of personal information about customers.”

Many companies at the exhibition want to provide business solutions for hotels to connect the dots or various footprints that a consumer left in the hotel, allowing operators to see the “whole journey” of their customers. I saw products that can predict consumer behaviors using big data analytics. The ultimate goal of these types of services is to encourage customers to spend more in the hotel (mainly through crossselling and up-selling), helping the business maximize the revenues.

Other tech products that got my attention include “smart” linens that use RFID (Radio Frequency Identification) to help hotels automatically manage inventory as well as facility management systems that allow managers to keep track of the utilisation, lighting, and air conditioning of the space available inside a building (hotel).

SUPPORTING SUSTAINABILITY

Amazon’s Alexa is now available for hotels

Many hospitality businesses have already adopted green practices and pay close attention to sustainability.

It is hence not surprising to find companies in HITEC Houston 2018 that provide solutions to hotels, helping them reduce consumption on energy, water, and other resources (for example, paperwork).

PROTECT CYBER SECURITY

Hotels are managing a tremendous amount of personal information about customers and often become the target of hackers or victims of cybercrimes. As a result, cyber security remains a critical issue and should remain on top of a hospitality business’ top agenda.

We must do our best to protect the customers who trust us and do business with us. n Ted Horner is Managing Director at E Horner and Associates Pty Ltd.

Hotels have always been spaces full of life. Now those spaces themselves can come alive.

Ultra HD 4K, another amazing display of innovation LG Ultra HD 4K offers a breathtaking viewing experience enhancing customers in-room entertainment.

Contact your local LG Authorised Dealer or LG representative for more information.

LG.com.au

TECHNOLOGY

Sofitel Sydney Darling Harbour

“Hotel apps have more potential than just seamless check-in: I want an app that allows the guest to order room service and book hotel dining facilities.”

- DR JERRY SCHWARTZ Hot product: GuestFolder

Future proofing challenges Australia’s leading private hotel investor, Dr Jerry Schwartz, looks at the challenges in delivering world-leading technology in Australia

O

ver two years ago, I went to Dallas, Texas to attend my first HITEC conference and exhibition. This is the world’s largest exhibition of technology designed specifically for hotels. My mission was to find the app which would run the keyless check-in for the Assa Abloy door locks that I was installing in the new Sofitel Sydney Darling Harbour.

As a result, I selected iRiS, a French company, which had developed a concierge and room service menu app for AccorHotels. Not without difficulty, and only after speaking with AccorHotels’ head of technology in Paris, they agreed to let me trial the keyless door app at Novotel Newcastle Beach.

Fast forward two years, and we are still waiting for iRiS to have an upgraded version of Opera to allow 44 HM The Business of Accommodation

the interface, because they now state that their app doesn’t work for old versions.

In a world where technology is meant to be changing things ‘instantly’, this was like returning communications to snail mail.

Meanwhile, I was approached by McLaren who wanted to be the ‘first’ to introduce keyless technology into an Australian hotel, which they duly did at my Crowne Plaza Hunter Valley. Yes, it worked – once we resolved internet security issues with IHG. We do have a pre-arrival app for checking in and obtaining an electronic key for our villas, but it works only for those that have paid their room in advance, and is terribly labour intensive for the back office to process each and every guest.

And just to cast the net even further, I commissioned a New Zealand company called GuestFolder to trial the pre-arrival check-in app and keyless door locks for the Sofitel, but AccorHotels has requested that the interface is security tested at their expense, so this remains an ongoing project.

Hotel apps have more potential than just seamless check-in. I want an app that allows the guest to order room service and book hotel dining facilities. The latter is possible through another Australia-first called Jeeves, an SMS concierge which allows guests to send an SMS message to the hotel switchboard, where it is immediately acted upon. HotSOS, connected to Opera, verifies that the guest is currently in-house. We are working with Alcatel, to then turn the guest’s smartphone into the actual room phone, so that the guest can be connected to their Sofitel room anywhere (in Sydney) that has WiFi. Once the guest downloads the app, which hopefully he does for his room key, this will allow geolocation of his mobile, through dongles within the hotel, and maybe even in the adjacent convention centre, so that push messages can be sent either from the conference organisers, or the hotel (for example, the keynote lecture will start late, or, we have a two-for-one drink special in our bar).

Futuristic? No, the technology is being used and improved overseas right now, but in Australia PCI compliance, security and validation checks along every single rung of the IT ladder cause unbearable delays, with compliance tasks given to consultants, who then pass them on, rather than actually solve the issues. To say the least, I’m frustrated. n Dr Jerry Schwartz is a Director of the Schwartz Family Company, owners of Sofitel Sydney Darling Harbour, Mercure Sydney, Mercure Canberra, ibis Sydney World Square, ibis Sydney King Street Wharf, Rydges Sydney Central, Rydges World Square Sydney, The Victoria Hotel Melbourne, Crowne Plaza Newcastle, Crowne Plaza Hunter Valley, Fairmont Resort Blue Mountains MGallery by Sofitel and Novotel Newcastle Beach. The company will soon take ownership of Four Points

By Sheraton Sydney, Central Park.

TECHNOLOGY

HM x YARDLEY PROMOTION

Delivering the latest TV technology How TFE’s newest hotel is at the forefront of in-room entertainment

hen Vibe Hotel North Sydney explored its options for what televisions to have in its rooms, the most important consideration was choosing a reliable brand and a quality supplier.

For this reason, TFE Hotels made the decision to work with Yardley Hospitality to install Samsung HG49AE690 49-inch TVs in its newest property, Vibe Hotel North Sydney.

TFE Hotels Chief Operating Officer, Chris Sedgwick, said it’s about exceeding guest expectations in the millennial and digital age.

“In the age of TripAdvisor and social media, guest expectations are at their highest levels ever,” he said. “This has evolved most noticeably in the fields of in-room technology, connectivity and entertainment.

“Guests tend to expect more from a hotel than they do in their own home, which makes us as hoteliers more competitive about lifting our service delivery standards.”

The TV that Vibe Hotel North Sydney chose is not only a SMART TV but it also comes with a 3-year commercial warranty and a dedicated service support area.

These large in-room TVs provide excellent channel choice, good signal quality and the ability for guests to stream their own content from their mobile device or tablet.

As one of the world’s leading technology companies, Samsung knows how important it is to meet and exceed guest expectations in hotel rooms.

“What we’ve seen in terms of guests when we did our research is that 72% of people see the TV as an important feature in the room that improves their stay,” said Samsung Electronics Australia Director of Display and Memory Business, Claudio Cardile.

“They see picture quality and larger size as a must and information sharing (for example things to do around the area) and connectivity (screen mirroring) as a plus and very desirable features.”

Yardley Hospitality is one of Australia’s leading suppliers of hotel televisions and have worked with some of the nation’s leading hotels since 1999.

“Yardley Hospitality specialises in hotel TVs and we truly are your hotel TV specialist,” said Yardley Hospitality Director, Paul Yardley. “We offer a full project management service from ordering right through to re-selling or recycling when you upgrade TVs at a later date.”

Yardley Hospitality, a Quality Assured business, has long-term experience and history as a supplier to the hospitality industry.

To discuss your in-room television requirements, contact Paul Yardley on 1300 659 053, 0412 974 878 or email paul@yardley.com.au. For more information, visit www.yardley.com.au hotelmanagement.com.au 45

TECHNOLOGY

Supplier

Expectations Half a dozen of the world’s leading technology suppliers tell HM at what to expect in 2018 and beyond

JEFF RHODE Director of Operations, Liveport Australia

Liveport is a family owned company that has been serving the Hospitality industry for over 19 years. We began when the boom of personal devices started becoming more common for travellers and have continued to grow and adapt to handle guests demands.

Liveport offers a 24/7 call centre (toll free) that guests can call day or night in case they have connectivity issues. Working with big brands like Best Western and Marriott, we have had to stay on top of our certifications continually.

Proper Wireless tools like Ekahau or AirMagnet need to be used.

Wall attenuation tests need to be done on site to know the signal loss of each wall to properly measure how many access points are required and where they need to be mounted for maximum output.

Hallway deployments are a thing of the past and most five star brands are starting to move away from it. Guests are in the rooms and that’s where the access points need to be as well.

We have introduced an IPTV solution called BeyondTV for hotels that allows guests to cast their content onto the TVs in the hotel. This future-proofs the hotel, giving the guest the ability to play whatever they prefer onto the TV. If they want Netflix, Twitch, Amazon Prime, Stan, you name it, they can cast it using their own personal profile.

BeyondTV integrates with the PMS, allowing for in-room messaging and advertising for restaurants and spas. It will also completely wipe clean any user login information once the guest checks out, making sure the guest is protected and the room is secure and ready for the next guest.

Amazon Alexa was a huge part of the HITEC show in Houston this year. Dozens of large vendors were offering an Amazon Alexa service just like us. Luckily our BeyondTV solution integrates with Amazon Alexa! You can tell Alexa to order food for you, turn on the TV, set alarms and even inform the guest about what’s on in the city.

The hotel can also fine tune Alexa’s answers so that it tells the guest more about your services, not a competitor’s next door.

We have found that hotels that choose the cheaper provider and cut corners with the wi-fi site surveys and enterprise wireless equipment will always pay for it double-fold in the future. Guests 46 HM The Business of Accommodation

are demanding faster connections and want to watch HD or 4K streaming applications on their devices and if you have not invested in a professional wireless solution it will come back to haunt you.

MATTHEW WHITE CEO, McLaren Technologies

McLaren Technologies delivers a range of best-in-class cloud-based solutions designed to enhance the guest experience and deliver operational benefits to hotels.

These solutions include the Intelity Digital Guest service platform, incorporating an in-room tablet and mobile app allowing access to rich dynamic content and full guest services including spa and dining, mobile check-in/check-out and digital mobile key.

The Intelity platform now also includes a voice operated guest service module based on Amazon Alexa and an Apple TV Platform that provides guests with access to all TV services while also allowing access to guests’ own content via providers such as Netflix.

As we see more and more guests wishing to access their own content and moving away from traditional video-on-demand offerings, it is essential hotels offering this functionality do so in a managed and secure way, with integration into the PMS. The McLaren solution set is the most widely installed of its type across the globe with the Intelity platform now installed at over 1000 properties. Current projects in Australia include the Burbury Hotel Canberra from the Doma Hotel Group, the new property by Crown Group – Sky Suites Sydney and the upcoming Crystalbrook Collection property in Cairns – The Riley.

GRAHAME TATE VP Hotel Sales, JAPAC, Oracle Hospitality

To gain a competitive advantage, hotels need to deliver personalised guest experiences, increase operational efficiency and effectively manage distribution. Oracle’s cloud-based property management solutions bring significant advantages in these areas while simultaneously simplifying IT infrastructure and accelerating innovation. Oracle

TECHNOLOGY OPERA Cloud services streamline and improve most aspects of hospitality management. Among them: Guest experience – Personalised experiences will enhance loyalty and drive membership in loyalty programs. With OPERA Cloud’s guest profiling capability, hotels can capture the guest preferences they need to personalise and differentiate the guest experience.

Occupancy and revenue – Maximise sales with the Oracle Hospitality Distribution Cloud, an add-on suite of services that allows hotels to effectively manage room rates and allocation of room inventory to various distribution channels.

Reporting and analytics – OPERA Reporting and Analytics Cloud enables key personnel to unlock the power of data and execute decisions based on facts, not hunches.

Food and beverage operations – Oracle OPERA Cloud comes with pre-built integration to Oracle Hospitality Simphony POS solution.

By delivering its full suite of solutions via the Oracle Cloud, Oracle makes it easier for hotels to implement new features and business functionality. The result: simplified IT infrastructure that accelerates innovation, enabling exceptional guest experiences.

Today, property management systems handle much more than conventional hotel processes such as check-in and check-out.

They have transformed into dynamic, operational platforms that integrate with reservations and distribution, drive day-to-day activities and help determine strategic decisions.

Mobility has also become a differentiator. With the ability to access information instantly via mobile devices, guests now expect a personalised, mobile-enabled hospitality experience.

Oracle OPERA Cloud enables operators to efficiently and costeffectively make that vision a reality. It runs on Oracle MICROS tablets and other leading tablets and smart phones, untethering hotel personnel to provide exceptional service virtually anywhere on the property.

There’s no doubt that having a powerful, flexible and adaptable core technology solution is integral to any hotel operation. Being able to personalise guest experiences, gain actionable business insights through powerful reporting tool and access mobile-enabled platforms that quickly deliver new features and business are key enhancements that will prepare hoteliers to seize opportunities.

MATT MITCHELL President & Managing Director, InterTouch

Our iQx solution set focuses on enhancing guest experiences the minute they become a customer. The essential areas we focus on are: Digital signage for public areas and outside meeting spaces as reservation indicators and marketing tools for revenue generation.

Providing network infrastructure to support growing technology for millennials and future millennials enabling them to quickly stream increasing video content through in room wi-fi.

Hotels have to cater for 5G and the growing data requirements, provide network capability to cast / stream onto televisions as we shift away from traditional VOD to BYOD and BYOC including gaming, providing the ‘home away from home experience’.

The correct TVs in hotel rooms, which cater for streaming ensure a seamless experience to ensure the guest returns. In turn, this increases RevPAR for the property and hotelier and improves customer retention.

It’s essential that hotels adopt a future proofed and convergenceready infrastructure. Making a strong infrastructure investment, which allows the move to cloud-based products and services, is essential and gives hotels the ability to tailor their solutions to meet their individual needs, improving the overall guest experience and ultimately guest satisfaction.

ARTHUR ORSBORN Director, Capital Interactive Systems

The advent of the internet has given rise over a comparatively short period of time to a plethora of entertainment options. These options not only gave viewers more choice, it also gave them more control over what they watched and when. People have moved away from watching TV shows at scheduled times. They expect to be able to binge watch an entire season wherever and whenever they want.

At Capital Interactive Systems, we’ve seen hotels catch up to this trend recently, and now operators are looking to shore up their IPTV systems and ensure smooth functioning and control, whether for a single property or across multiple hotels. BYO content is here to stay, but how it’s delivered can be a costly exercise for hotels.

Capital Interactive Systems is an appointed Pro:Idiom Adopter.

We were the first systems integrator to be appointed by LG Electronics Australia and are licensed by Zenith Electronics USA. There are a few things hoteliers and managers should consider when looking to upgrade their systems. Firstly, be clear on the objectives for a particular property and ensure you review options to understand what you are purchasing and the limitations of each.

Next, look for ease of self-management. A system like the LG PCS400R Pro:Centric Server in conjunction with the LG Pro:Centric Smart TVs makes it easy for hotels to Channel Map their own content – free-to-air, satellite and Foxtel – without license fees.

Finally, quality control. Buying from a Tier 1 OEM can help ensure products work to the expected standard. After-sales support is an extremely important consideration. Operators know that in the hotel business, time is money – and good support can help ensure rooms are 100% functional when a guest checks in.

Having the latest entertainment technology can only benefit guests when it is working.

GERRY COMNINOS CEO, RMS – The Hospitality Cloud

The future of hotel technology is mobile.

Mobile technology is already having a significant impact at every level of staff and guest interaction, but at RMS we believe this is only the start of a revolution. The impact will be felt at both front and back of house and it’s vital that hotels deploy mobile-friendly technology throughout their operation or risk falling behind.

Statistics say it all. Smartphone penetration rates are between 80% to 90% across Europe and Asia-Pacific, according to global digital marketing agency Zenith. Meanwhile, eMarketer predicts that the volume of online travel reservations through mobile devices in the United States will overtake desktop computers by 2022 or 2023, growing at 11% a year.

Mobile is also becoming increasingly important within the workplace – an area in which the hospitality industry is leading the way. One day, it will be possible for a guest to do everything – checkin, check-out, lock and unlock the room – on a mobile device using RMS technology without interacting with a hotel staff member.

It’s clear some guests would prefer to bypass reception and get straight to their room. This leads to greater staffing efficiencies while the deployment of tablets by housekeeping means staff can instantly update the system, allowing immediate check-in and increased guest satisfaction.

At the end of the day, giving your guests the best possible experience is what it’s all about. n hotelmanagement.com.au 47

TECHNOLOGY

Getting in-room entertainment right for your guests IN-ROOM ENTERTAINMENT IS VIRTUALLY UNRECOGNISABLE FROM WHERE IT WAS BARELY A DECADE OR TWO AGO. WHILE IT MAY SEEM THIS FIELD IS CONSTANTLY BEING REINVENTED, THERE ARE SOME KEY CONSIDERATIONS FOR HOTELS WHICH WILL NEVER CHANGE. BY MATT LENNON.

TV remotes control more than ever

B

ack in the day, if you felt like a night in your hotel room, in-room entertainment consisted of flicking through a catalogue and selecting one or two VHS tapes, phoning the front desk and having them physically delivered to your room by a staff member if they were available… repeat, if they were available.

Such a concept is laughable today as we all carry our media libraries, or access to it at least, with us in our pockets or bags wherever we go. Hotels have evolved too and are overhauling with amazing frequency the ways in which a guest can engage with their hotel room’s entertainment systems. Do hotels need to compete with media banks such as Netflix or should they be supporting them?

48 HM The Business of Accommodation

HOW MUCH DO HOTELS NEED TO LEARN ABOUT WHAT THEIR CUSTOMERS WANT?

Personalisation is critically important in these days of data ubiquity, but the tightrope of how much data a hotel can collect on its guests and potential guests versus what it needs is a nervous one. What sort of personalisation does a casual guest really need in their stay?

My expectations may be low but speaking from what I would like my hotel to offer, an in-room Chromecast which can be easily configured to my device would be a great start. Services such as BeyondTV from Liveport appear to do that very thing.

Like most modern city-dwellers, I subscribe to at least one on-demand service (specifically Netflix and Foxtel Go) so give me a fast and reliable internet service and I am easily pleased. Most of my hotel stays though are for business purposes so rarely do I have time to kick back and catch a movie while away. But that’s just me.

If hotels learned more about the media subscription and viewing habits of their most loyal and regular guests, having all their data pre-loaded and ready for a guest’s arrival would surely be a tick in the ‘Satisfied’ column for many. Major events could be a key method of monetising this – imagine for example if a hotel was able to learn about a guest’s interests in football and cue up their team’s two or three most recent matches, all ready to go at the tap of a button? Not bad.

TECHNOLOGY

Irrespective of circumstances, on-demand is the key driver behind in-room entertainment. There needs to be little to no waiting in how a customer’s demands are met.

Hotels know this.

Better still would be the ability to resume viewing something you had previously started. Singapore Airlines is already offering this to guests, who can create playlists using a smartphone app and sync them to the system onboard. If they don’t finish a movie in time before the flight lands, they can simply pick up where they left off on their next flight.

Can hotels offer the same thing? Imagine a business traveller on a multi-stop itinerary changing hotels (likely within the same brand but that’s beside the point) and being able to resume a movie or sporting match where they left off, without having to remember how much they had watched? What if by purchasing a program in your room, you could even download it (or streaming access to it) to your device and finish it at home for a predetermined period of time afterward, if your trip comes to an end before your show does? For mine, that would be another tick.

IN-ROOM VIRTUAL ASSISTANTS ARE EVERYWHERE THESE DAYS.

Screen mirroring is a must-have in hotels

If Apple kicked things off with Siri, competitors have replicated and evolved into Alexa, Bixby and every other aristocratic English landed gentry moniker ever conceived. Following the further evolution of these services from inbuilt mobile phone features to standalone devices, it is clear there is significant growth potential in this sector. Hotel tech companies are latching on to these, however in this period of relative infancy, it isn’t yet clear how consumer behaviour can really drive the ongoing development of these services just yet.

While it is a fairly well known fact that verbal Google searches are exploding in popularity, the role

of these smart assistants is still being determined.

Aside from asking the weather, sports results or local traffic conditions, are these devices seamlessly being integrated into hotel rooms as either a source of entertainment or a remote control for the in-room television beyond a traveller’s existing habits of simply unlocking their device as they would any other time? Are they easy enough to use that a traveller would instantly engage its abilities as soon as they walk into a room? As I said, further development of these devices and consumer behaviour trends will determine their role in hotel rooms going forward.

In-room iPads, such as the Intelity Digital Guest service platform, are a slightly different matter. Having been around longer and being more widespread than smart assistants, travellers are likely able to engage more easily with an in-room iPad as users are already familiar with the operating experience. Being able to book in-room dining, spa services or control room lights and air conditioning is likely going to be more readily adapted and adopted than speaking to an empty room and expecting an outcome.

HUMANS AREN’T ROBOTS. SYSTEMS MUST BE EASY TO USE.

Critical to any personalisation of in-room entertainment is the user experience. If a customer can’t figure out how to use the system, they’ll put the remote down and won’t touch it again.

For companies such as InterTouch, this is their bread and butter. As technology grows, so too much the infrastructure which supports it. It may not be a secret to many that hotels are shifting away from ‘old fashioned’ VOD to BYOC and BYOD, which includes video gaming software, but the crux of the problem may be the television itself. All modern sets these days incorporate streaming capabilities and coupled with a hotel’s wi-fi system, may be highly suited to the guest and lead to a positive social review, a returning client and hopefully even increased RevPAR. Says InterTouch Sales Director Victor Khong: “It’s essential that hotels adopt a future proofed and convergence ready infrastructure. Making the investment in infrastructure is essential which allows the move to cloud based products and services, giving hotels the ability to tailor their solutions to meet their individual needs improving the overall guest experience and ultimately guest satisfaction.”

HOW MUCH CAN THE IN-ROOM ENTERTAINMENT EXPERIENCE CHANGE, AND HOW MUCH DO WE WANT IT TO CHANGE?

At the end of the day, quite literally, a hotel needs to get the three Bs right – a bed, a bathroom and (if it offers it) breakfast. People will never book a hotel room if they didn’t need at least two of these three things.

Which begs the question. If a hotel is doing these three things consistently right and well, how much personalisation is really needed? The short answer is that there’s no reason to panic that if your hotel isn’t at the cutting edge right now – if you’re getting the three Bs right and offering a reliable wi-fi connection, customer loyalty is still in play. But you won’t want to be too slow to the party. n hotelmanagement.com.au 49

PEOPLE

ON THE MOVE A look at who’s moving where across Australasia and the South Pacific

Michael Thomas re-joins AccorHotels as General Manager of Pullman and Mercure Melbourne Albert Park. Thomas first joined AccorHotels as the acting General Manager of Novotel Lotus Bangkok and went on to manage Sofitel Shanghai, Sofitel Raja Orchid Thailand, and was the Executive General Manager of Novotel Bangkok on Siam Square and Novotel Bangkok Suvarnabhumi.

John Korkou has been appointed General Manager of The Hotel Lindrum, MGallery by Sofitel.

Korkou began with AccorHotels in 2008 as a key member of the Sofitel Melbourne on Collins sales team, working across various roles before holding his most recent position of Director of Sales and Marketing at The Como Melbourne, MGallery by Sofitel.

Andrew Dvash has been appointed General Manager of Mercure Melbourne Treasury Gardens.

Dvash joins the Mercure Melbourne Treasury Gardens team from Ibis Budget Melbourne CBD, where he previously held the position of General Manager, since January 2017.

Wyndham Destinations Asia Pacific has appointed Brad Downton as General Manager of Wyndham Resort Denarau Island in Fiji. Downton was formerly in leadership roles at the Fiji Beach Resort and Spa, managed by Hilton, and the Warwick Fiji, where he led a team of 450 staff as General Manager. Downton has worked in leadership roles within the hospitality industry since 1995, at hotels and resorts across Australia, the South Pacific and the United Kingdom.

Event Hospitality and Entertainment New Zealand has welcomed newly appointed Tracy Martin to the position of National Director of Sales for Event Hotels and Resorts New Zealand and Director of Sales and Marketing for Rydges Wellington. Martin joins Event with an impressive resume with over 30 years of travel sales experience. Having worked for several companies including Protea Hotels, Southern Sun, Mantis Collection and Red Carnation Hotel group, Martin emigrated with her family from South Africa to New Zealand in 2008 joining Mirvac Hotels and in 2012, following an acquisition by AccorHotels, she transitioned into the Accor sales team as Director of Sales for Corporate.

Daydream Island Resort has announced Executive Chef, Bradley Martin, will lead the Resort’s premium dining destinations when it reopens later this year. A passionate Queenslander, Martin will bring his extensive resort experience to the island and will lead the opening of three restaurants; Graze, Infinity and Inkstone Kitchen and Bar and four bars; Lovers Cove, Barefoot Bar, Tonic and Silica. Classically trained with European cuisine and Asian fusion, most recently Martin was the Executive Chef at Taumeasina Island Resort Samoa where he opened and led three dining destinations including a fine dining restaurant, casual pool deck and a la carte restaurant.

World Resorts of Distinction (WRD) has bolstered its dynamic, young team with the recent appointment of marketing professional, Nina Richards, to the role of Resort Marketing Manager. In this role, she is responsible for working closely with a selection of the Creative Resort Agency’s luxury clients across a suite of personalised services including the execution of all marketing, social media, sales, branding and publicity.

50 HM The Business of Accommodation

Stephen Wellsteed has been appointed General Manager, Novotel Twin Waters. Starting his hospitality career as a Head Porter at Daydream Island Resort, Wellsteed has held numerous Front Office management positions. His most recent position was General Manager at Mercure Townsville.

Scott Eger has been appointed General Manager, Novotel Sydney Darling Square. With an extensive Food and Beverage background, Eger has held many management positions at hotels including Hayman Island and Fairmont Hotels and Resorts, Dubai, before joining AccorHotels in 2012 as Director of Food & Beverage at Pullman Reef Hotel Casino.

Christopher Chaffe has been appointed General Manager, Mercure Kakadu Crocodile Hotel.

Christopher has an extensive Food and Beverage background working for Royal Caribbean International, Cairns International Hotel, Pullman Sea Temple Resort and Spa and Rydges Esplanade.

In 2010, Chaffe moved into Business Development roles with Fosters/ Treasury Wine Estates and Diageo before returning back to AccorHotels in 2016 as Director of Food and Beverage at Pullman Reef Hotel Casino.

ver a makeo HM gets tures, opinion a new fe and more columns

TH E B U N Vol. 22

HM, now in its 22nd year, is the leading accommodation trade magazine in the region and is distributed to most large accommodation properties in Australia, Fiji, New Zealand, Noumea, Vanuatu and Tahiti.

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