HM August 2019

IN THIS ISSUE

HOT HOTEL TECHNOLOGY YOU NEED ON YOUR 2020 RADAR

NEW ZEALAND HOTELS STAKE THEIR CLAIM AT NZHIC 2019 THE ESSENTIAL KEYS FOR DESIGNING TO BRAND STANDARDS THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.23 No.4 Bi-monthly August 2019

Accor’s

Phenomenal Momentum Some of the world’s most innovative hotel brands coming online in 2019 have one thing in common – they’re all part of the Accor family.

HOT THIS MONTH Hayman Island, in–room fitness, TAFE addressing skills, new AAoA chief and more

Holistic Hospitality Solutions.

On Display.

Deliver superb customer experiences and help boost operational efficiency to all your hotel areas.

Backed by exceptional picture quality, Samsung displays are designed to deliver refreshing content that engages, informs and entertains customers across multiple hotel environments, while helping hospitality businesses achieve efficiencies through streamlined operations.

SMART Experience

Offer customers a personalised and differentiated experience

Check-in Desk

Guest Room - Bedroom

Restaurant/Lounge Bar

Business Centre

SMART Information Show optimised event guides, special offers and facility information

SMART Management

Help improve operational efficiency with the use of Samsung MagicInfo and REACH software*

Samsung Display Solutions, for inviting and modern customer experiences.

For enquiries please contact our Business Desk T: 1800 31 32 33 | E: businessdesk@samsung.com Please visit www.samsung.com.au/business for more information. *Samsung MagicInfo and REACH software are sold separately.

CONTENTS

August

48

2019

Vol. 23 No.4

22 NEW ZEALAND RALLYING

Despite plenty of positives in the New Zealand accommodation sector, the industry is bracing to defend its position in the wake of revenue-hungry local councils

30 HOT TECH FOR 2020

Our tech experts have seen the future and it is on our doorstep. What technology should hoteliers be considering to further improve business efficiencies? We take a look at 15 hot trends that should be on your short-term radar

36 SOFITEL SO/ AUCKLAND

It calls itself “rebellious luxury” and is doing things its way. Beginning as a spa offshoot, Accor’s SO/ brand is now all grown up and ready to stand on its own feet

38 MIDSCALE AND SELECT SERVICE Why the midscale and select service brands are in strong demand in Australasia

42 DESIGNING FOR INSTAGRAM

Interior designers are increasingly being given new freedoms to flex their creative muscle and push the envelope in hotel design

48 POST-GRAD COURSES

Hospitality training and education institutions are rapidly developing their Masters degrees to deliver a higher level of industry placements and opportunities to explore in-depth issues

HM Q&A

28 THE SUSTAINABILITY SUPERSTAR 06

Now open: Hayman Island by InterContinental

How IHG's CEO, Keith Barr, continues to ensure the company is one of the most sustainable on the planet

Regulars

04 EDITOR’S LETTER

James Wilkinson on another great single-use plastics ban

IN THIS ISSUE

HOT HOTEL TECHNOLOGY YOU NEED ON YOUR 2020 RADAR

NEW ZEALAND HOTELS STAKE THEIR CLAIM AT NZHIC 2019

06 NEED TO KNOW

THE ESSENTIAL KEYS FOR DESIGNING TO BRAND STANDARDS THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.23 No.4 Bi-monthly August 2019

The 21 essential stories you need to know this month - spanning operations, development and tourism industry news

16 OPINION

Accor’s

Phenomenal Momentum

Columns from the AAoA, TIA and TAA

Some of the world’s most innovative hotel brands coming online in 2019 have one thing in common – they’re all part of the Accor family.

20 KEY NEWS

HOT THIS MONTH Hayman Island, in–room fitness, TAFE addressing skills, new AAoA chief and more

Presented by the Accommodation Association of Australia

On the cover

Accor COO Pacific Simon McGrath with his executive team at Hyde Paradiso Gold Coast.

26 COVER STORY

Presented this month by Accor

42

50 PEOPLE

A look at who is moving where in the industry hotelmanagement.com.au 3

EDITOR’S LETTER Managing Director Simon Grover

All hail the continued single-use plastics axing

Publisher

James Wells

Editor–In–Chief

I

nterContinental Hotels Group’s CEO, Keith Barr, is continuing to show brilliant leadership when it comes to protecting the environment.

Barr has just ordered the removal of 200 million single-use bathroom amenities from 843,000 guest rooms globally by 2021 – a move that comes on top of the removal of 50 million straws from hotels by the end of 2019.

“It’s more important than ever that companies challenge themselves to operate responsibly,” he said. “We know it’s what our guests, owners, colleagues, investors and suppliers rightly expect.”

Sustainability was one of many topics Barr and I spoke about when I visited the popular CEO at IHG’s global headquarters in Denham, UK, in early August, as this edition was going to the printers.

As you’ll read about on page 28, removing single-use bathroom amenities is a key element of Barr’s broader sustainability agenda and it is something he is incredibly passionate about, particularly given the lack of focus from many global governments when it comes to the environment.

As IHG continues to grow – including the remarkable continued supply of new properties in Australasia, China, Europe and the United States – Barr is more than aware of what the company needs to do for the environment and the local communities the new hotels open in.

Alongside the environment, there is the recruitment of local staff and procurement of goods and services from the nearby area, all ways that new hotels can help both economically and sustainably.

It is fantastic to see leaders like Barr – and industry colleagues Christopher Nassetta, Sebastien Bazin, Mark Hoplamazian, Arne Sorenson, Geoff Ballotti and more – actively working to help the environment, support local communities on a daily basis and use their positions of influence to help champion these initiatives.

Early next month we will see the 2019 HM Awards - our 17th annual event - which coincides with this edition of HM. I would like to take this opportunity to wish the finalists the best of luck. We had a record number of entries (over 60 in some categories) this year – and I hope to see you at ICC Sydney for the Gala Presentation Dinner on September 6.

Enjoy this issue of HM and as always, I look forward to your feedback.

Yours in hospitality, The 2019 HM Awards are being held on September 6 James Wilkinson Editor-In-Chief

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

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

Contributing Writers

Sally Attfield, Michael Johnson, Peter McBrearty, Dean Long,

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Acting Circulations Manager

Troy Brookes subscriptions@intermedia.com.au

Subscription enquiries

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

Published by

41 Bridge Road, Glebe NSW 2037, Australia. (PO Box 55, Glebe NSW 2037, Australia) Tel: +61 (0) 2 9660 2113 Fax: +61 (0) 2 9660 4419 ABN 940 025 836 82

In association with

Sustainability superstar: Keith Barr

MEET THE HM TEAM…

James Wells Publisher

James Wilkinson jwilkinson@intermedia.com.au

Matt Lennon Deputy Editor

4 HM The Business of Accommodation

Adam Daff Group Sales and Sponsorship Manager

Adrian Tipper Creative Director

DISCLAIMER This publication is published by FAB Media Pty Ltd (the “Publisher”). Materials in this publication have been created by a variety of different entities and, to the extent permitted by law, the Publisher accepts no liability for materials created by others. All materials should be considered protected by Australian and international intellectual property laws. Unless you are authorised by law or the copyright owner to do so, you may not copy any of the materials. The mention of a product or service, person or company in this publication does not indicate the Publisher’s endorsement. The views expressed in this publication do not necessarily represent the opinion of the Publisher, its agents, company officers or employees. Any use of the information contained in this publication is at the sole risk of the person using that information. The user should make independent enquiries as to the accuracy of the information before relying on that information. All express or implied terms, conditions, warranties, statements, assurances and representations in relation to the Publisher, its publications and its services are expressly excluded save for those conditions and warranties which must be implied under the laws of any State of Australia or the provisions of Division 2 of Part V of the Trade Practices Act 1974 and any statutory modification or re–enactment thereof.

To the extent permitted by law, the Publisher will not be liable for any damages including special, exemplary, punitive or consequential damages (including but not limited to economic loss or loss of profit or revenue or loss of opportunity) or indirect loss or damage of any kind arising in contract, tort or otherwise, even if advised of the possibility of such loss of profits or damages. While we use our best endeavours to ensure accuracy of the materials we create, to the extent permitted by law, the Publisher excludes all liability for loss resulting from any inaccuracies or false or misleading statements that may appear in this publication.

Copyright © 2019 – FAB Media Pty Ltd.

21

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

Read more at HotelManagement.com.au.

02

db yI nt e

o rC

tal en n i nt

Main pool a t Ha yma n Is

lan

Tech-hotel brand YOTEL announces entry to Australia Disruptor brand latest marque to hit Melbourne

01

Doors open at Hayman Island

by InterContinental First of brand’s four resorts for 2019 now open

GUESTS ARE NOW able to enjoy the new–look and newly–managed Hayman Island by InterContinental, with doors to the highly–anticipated resort now open.

More than AUD$135 million has been spent on the complete restoration and rejuvenation of the Whitsundays island, some two years after the previous iteration was destroyed by Cyclone Debbie in 2017. The new InterContinental is the first of the brand’s four resort properties to open in 2019 – to be followed by resorts in Beppu, the Maldives and Phuket.

The 166–room resort caters to guests arriving by catamaran, seaplane or helicopter, with three separate accommodation wings consisting of rooms, suites and villas – the Beach Wing, Pool Wing or Lagoon Wing. At the highest echelon is the three–bedroom Hayman Beach House, which fronts the beach and offers private swimming pools for each bedroom as well as a dining and living room, entertaining area and sun lounges. Each room is fitted with energy conservation systems designed to maintain rooms at comfortable temperatures.

Sustainability is at the heart of operations, with the resort being plastic–free and operating a glass recycling system which crushes used bottles into sand for use on gardens. All guests are provided with a reusable water bottle on check–in and encouraged to use refilling stations.

6 HM The Business of Accommodation

MELBOURNE’S SOUTHBANK PRECINCT will become home to the brand entry to Australia of disruptor brand YOTEL. In a management agreement with site owners Cornerstone Partners Group, the 244– room YOTEL Melbourne will be developed and become the flagship property for the brand as it expands its footprint further into the Asia Pacific region beyond its Singapore base.

Designed for the busy professional as a tech–focused hotel giving travellers a range of basics and no clutter, YOTEL rooms will be fitted with the next–generation adjustable SmartBed, rain showers in bathrooms and Smart TVs. A multitude of power points and USB outlets catering to travellers with multiple devices will also be in each room.

Guests will have access to the signature “KOMYUNITI” co–working space which will also be fitted with chillout zone, socialising area and space for informal meetings, with Workshop Coffee and signature cocktails being served on an outdoor terrace. A 24/7 fitness centre, restaurant, bar and viewing deck will also feature within the new hotel.

YOTEL Melbourne will be situated close to major city landmarks including Federation Square, the MCG and the Arts Precinct. The new property is scheduled to open in 2022.

The entry of YOTEL to Australia is the first step in a growth plan which will also see sister brands YOTELAir (positioned at airports) and YOTELPad (for extended stay travellers) also enter the local market.

THINGS YOU NEED TO KNOW 04

03

Former IHG and Hyatt executive moves to Quest

HIGHLY EXPERIENCED HOTELIER David Mansfield has joined the senior leadership team at Quest Apartment Hotels as the company’s new Chief Operating Officer.

Central to his role will be the leadership of Quest’s Business Transitions team, which works to simplify the adjustment of new franchisees into the Quest network. He will also oversee the Quest Academy Team, which provides training to newly acquired franchisees.

Mansfield, who has spent close to two decades working with Hyatt Hotels Corporation and most recently as IHG's Area General Manager for Melbourne and Canberra, will work with Quest General Manager – Franchise Operations, David Ridgeway, in his new role. In addition, Mansfield will continue as the existing Chairman of the AAoA National Advisory Board of Employment.

Among his areas of particular expertise, Mansfield brings experience in hotel management and operations, asset management, strategy and alignment, concept development and culture change.

05

Hilton’s in-room fitness coming to New Zealand Aimed at guests preferring to exercise privately DOUBLETREE NAPIER HOTEL in New Zealand has been confirmed by Hilton as the pioneer Australasian hotel for the company’s wellness initiative ‘Five Feet to Fitness’.

‘Five Feet to Fitness’ sees personal Gym Rax workout stations installed across a selection of rooms in participating hotels, providing guests with the ability to exercise with added privacy within their room. Hilton says the rooms are aimed at travellers who may only be able to access the hotel gym during peak times when many machines may be occupied.

Stations include apparatus for guests to participate in 11 different workouts for strength, core and suspension. High and low–intensity workouts are also available along with facilities assisting guests in wheelchairs.

A secondary partnership between Hilton and Aktiv Solutions has seen Hilton create 200 fitness videos installed within the fitness station. These allow guests to exercise along to instructional videos. Guided Meditation is also available, while

rooms will also offer a stationary spin bike used for indoor cycling or focused interval training.

Additional equipment in each room include a BOSU Ball, Resistance Bands, Sand Balls, Exercise Ball, Yoga Mat and Therapeutic Accessories. A selection of sports beverages including electrolytes, water and protein drinks will also be available in the minibar.

e id

Scheduled to open six months after Melbourne

different wor Eleven kou ts a vai lab le

be ds

MARRIOTT INTERNATIONAL HAS signed a second Australian location for its energetic contemporary brand Moxy Hotels, with Perth set to join the brand’s network from the end of 2021.

Expected to open in December that year, the 150–room Moxy Perth will open roughly six months after the first – Moxy South Yarra in Melbourne – announced earlier this year. Construction in Perth is expected to commence in October 2019.

True to its brand standards, rooms at the simplistic, affordable yet youthful and functional midscale brand will be situated at 195 Hay Street, close to the WACA cricket ground, Swan River and Herrison Island. Rooms will suit tech–savvy travellers with plenty of power outlets and free WiFi for guests. The hotel will include the brand’s hallmark Moxy Pickups 24/7 Grab and Go Bar serving cereals, noodles, soups and wraps designed for the busy professional on the go.

In addition, the Moxy Bar and Moxy Living Room will provide communal spaces for guests to enjoy a cocktail, socialise with friends and meet other guests. A fully–equipped fitness centre will also be among the hotel’s facilities.

eld

Second Australian location for Marriott’s select–service brand

David Mansfield joins Quest Apartment Hotels

fi ans David M

Moxy Hotels heads west for latest expansion party

hotelmanagement.com.au 7

THINGS YOU NEED TO KNOW

to Parramatta Nesu

06

Network rebrand to ‘Nesuto’ for Waldorf Apartments Rebrand comes as part of renewed growth objectives TWELVE OF 23 extended stay apartment complexes previously under the Waldorf Apartments brand in Australia and New Zealand have been rebranded as ‘Nesuto’, with the company positioning itself for a three–fold growth over the next five years.

The company’s future development pipeline will also be branded as Nesuto as efforts are intensified to grow the brand’s regional footprint from 1,500 rooms to 5,000 rooms by 2024.

Nesuto’s parent company, Daiwa House Industry Co Ltd, which late last year completed a full acquisition of outstanding shares under two subsidiary organisations, say the rebrand will bring a fresh, new feeling to the brand while referencing its core Japanese heritage.

Growth has already begun, with a newbuild development at Western Australia’s Curtin University underway as part of a $350 million transformation of the campus and its surrounding precincts. New properties in Brisbane and Melbourne are also in their advanced stages as Heads of Terms agreements have been finalised.

Le ss th a

n1 00

da y s to g

o until opening

08

Heritage a cornerstone for The Fullerton Hotel Sydney Singaporean brand ready to go in Australia

The proposed Hyatt Place Melbourne Caribbean Park 07

Hyatt Place to open latest hotel in Melbourne’s South-Eastern suburbs Select–service brand to add second hotel south of the CBD

A SECOND HYATT PLACE hotel will be added in Melbourne from 2021 as part of the evolving Caribbean Park logistics and business hub on the city’s South–Eastern outskirts.

Positioned on the eastern frontage of the business precinct, Hyatt Place Melbourne Caribbean Park currently comprises six towers and is the largest independent business development outside of the CBD. The addition of Hyatt Place will see the brand add to its existing presence at Essendon Fields, near Tullamarine Airport in the city’s north.

The hotel will offer 170 rooms aimed at busy professionals, with a café and bar, grab– and–go food market, lobby lounge and fitness centre. Development at the technology hub continues to see new office and commercial space built, along with new parkland and residential communities, retail areas and lifestyle attractions. To supplement weekday demand, the hotel’s positioning close to the Mornington Peninsula and Yarra Valley sets it up for ongoing popularity with leisure tourists. Construction is due to begin in the latter stages of 2019.

8 HM The Business of Accommodation

THE FULLERTON HOTEL SYDNEY will celebrate the culture, history and character of the building it occupies, while delivering a modern hotel experience to guests upon its opening on 18 October 2019, the company says.

Complimentary heritage tours at scheduled times will be available within the hotel, which sits within the General Post Office – once Sydney’s tallest building and dating back to 1869. In addition to a hotel, the building now houses high–end restaurants, bars and dining experiences, offices and the existing post office.

Fullerton Hotel Sydney will also expand The Fullerton Academy to its first site outside Singapore. The program is a volunteer initiative available to staff to participate in mentoring and training sessions to disadvantaged teenagers and young people.

Elsewhere, Fullerton Hotels and Resorts has set a 2021 opening date for its next foray outside Singapore, with an expansive resort under construction at Hong Kong’s Ocean Park.

Fullerton says it expects around 400 rooms and suites to make up the accommodation component of the new resort. These will be spread over two 10–storey blocks, both sitting atop a three–level podium which stretches to the waterfront. The new resort will be one stop on the MTR from Admiralty in the CBD.

THINGS YOU NEED TO KNOW 09

Murals inspired by Indigenous leaders

Matt Adnate named resident artist at Art Series Perth Giant murals to adorn new hotel’s exterior AUSTRALIAN BIG WALL street artist Matt Adnate has been selected as the namesake artist for Art Series Perth, which is due to open to guests in October.

Adnate is renowned for creating enormous spray painted murals of Indigenous Australians on the sides of buildings or in some cases, on the side of high–rise towers. Art Series Perth will now represent Adnate’s toughest challenge, with a 27– storey “mega mural” celebrating Perth’s cultural history set to become the largest building featuring one of his works.

The mega mural will consist of three portraits – one representing traditional Indigenous culture, one of contemporary faces and one on indigenous youth.

In addition, a laneway mural spanning more than 50m will be installed, made up of multiple portraits and completed in conjunction with a local artist. Two more original artworks will be placed around the hotel, while some of Adnate’s most recognised works will adorn the walls and rooms throughout the hotel.

New collection.

Exclusively commercial.

Sealy Commercial, designed and developed for hospitality.

Our extensive range ensures an exceptional sleep experience for your guests.

Every Sealy mattress is the optimal balance of comfort, support and durability for years of guest comfort and sleep satisfaction.

Proud sponsors for the 11th year of

sealy.com.au/commercial

National Sales | (07) 3718 2126 commercialsales@sealy.com.au

Sealy of Australia has manufacturing centres in Brisbane, Sydney, Melbourne, Adelaide and Perth. *Used under license from the Trademark proprietor by MADAD Pty Ltd trading as Sealy of Australia. ABN 57 009 678 344.

hotelmanagement.com.au 9

THINGS YOU NEED TO KNOW 10

Sequoia luxury lodge offers sneak peek inside

Fourteen–bedroom lodge to sit alongside Mount Lofty House GUESTS WILL BE welcomed from December at the Adelaide Hills’ new ultra– luxury sister lodge, Sequoia, with Accor releasing the first renderings inside.

Located in the Adelaide Hills adjacent to the award–winning Mount Lofty House, the AUD$15 million, six–star lodge nestles the Piccadilly Valley and will be managed by owner–operator business partners David Horbelt and Malcolm Bean.

Each of the 14 dual–level guest rooms will be 75 square metres in size and offer 180–degree views over the valley. A sunken lounge room will feature a gas fireplace.

Bathrooms will be highly spacious, with a rainfall shower and double vanities.

Guests will have access to a private club lounge, manicured gardens, sun deck and heated infinity swimming pool. The nearby three–hatted Hardy’s Verandah Restaurant, Arthur Waterhouse Lounge and Stables Day Spa will also be open to guests of Sequoia.

A variety of behind–the–scenes experiences not available to the general public have been put together for Sequoia guests, including private winery tours, encounters with local wildlife and exclusive access to premium local brands and attractions.

Each room will offer views over Adelaide Hills

New Oaks property continues the revitalisation of Ruthven Street

New program aimed at developing youth skills 11

Oaks eyes Toowoomba for Queensland expansion Brand eager to grow Queensland network

TOOWOOMBA WILL BECOME home to the newest member in the Oaks Hotels network, the company has announced, with a nine–storey complex currently under construction in the southern Queensland city.

Occupying the former Gladstone Hotel on Kwong Sang Walk, the 102–room Oaks Toowoomba Hotel will further progress the Garden City’s ongoing CBD modernisation, with the property expected to be open to guests from the first quarter of 2020.

Rooms at the new Oaks will be self–contained with a kitchenette, while guests will also have access to a lap swimming pool, fitness centre, café and meeting facilities. A public bar and a number of external retailers will sit at street level below the hotel.

10 HM The Business of Accommodation

12

Marriott launches youth training pathway Collaboration formed with Allara Learning

A NEW PROGRAM offering training and employment opportunities to Indigenous and disadvantaged youth in Australia has been launched by Marriott International.

In partnership with Allara Leaning, the new ‘Journeys to Success’ career pathway aims to help young people to get onto the career ladder within the hospitality industry through a mix of skills development, confident building and practical industry placements for on–site experience. Successful graduates of the program are granted a SIT30616 Certificate III in Hospitality.

The program collaborates with mentors working with youth to hone customer service, teamwork, conflict resolution, safety and hygiene. Five Marriott International hotels in Sydney have signed up to the maiden intake including Sydney Harbour Marriott, Courtyard by Marriott North Ryde, Pier One Sydney Harbour, Four Points

by Sheraton Sydney Central Park and Sheraton Grand Sydney Hyde Park.

Allara Learning is a national training organisation focusing on the hospitality and retail sectors. It is headquartered in Sydney, with five additional branch offices.

THINGS YOU NEED TO KNOW 15

Insta standouts Four global hotels you need to follow on Instagram

First Australian TRYP outside Queensland 13

Wyndham Hotels to take a TRYP to Adelaide Company boosting brand presence in the SA capital

CONSTRUCTION WILL BEGIN later this year on Australia’s fourth TRYP by Wyndham after the brand confirmed its entry into Adelaide via a newbuild mixed–use development.

Split between a 124–room hotel and office complex with separate entrances, the $35 million project from Ginos Group is on target to open in Q1 of 2021. The hotel will be Australia’s first TRYP branded hotel outside Queensland, with one currently operating in Brisbane’s Fortitude Valley and two others – one in North Lakes, Brisbane and another at Southport on the Gold Coast – set to begin development later this year.

In addition to the hotel room count, TRYP by Wyndham Pulteney Street will offer two restaurants, two bars, meeting and conference rooms and an elevator lounge.

The brand’s move into South Australia comes on the back of a seven per cent rise in visitors to seven million for the year ending September 2018, a strong events calendar, an increasing schedule of cruise ship visits and turnarounds and greater air connectivity.

01 Marina Bay Sands, Singapore

@marinabaysands

02 Ayana Komodo Resort, Indonesia

@ayanahotelsjp

14

Doors open at Marriott’s maiden Australian Element Lifestyle and wellness hotel marks brand debut ECO–CONSCIOUS AND WELLNESS lifestyle brand, Element by Westin, is now open and welcoming guests, marking the debut of the Marriott International brand to Australia.

Located in Melbourne’s new 'Botanicca' Corporate Park near the Yarra River, the hotel is owned by developer TRC (Aust) and is aimed at both short and long–term markets, offering both immediate and extended lifestyle programs for guests. Designed by Melbourne architects Rothlowman to curve around the riverbank, rooms feature a gentle colour scheme inspired by Australian flora, with large windows to enhance natural light.

Sustainability and environmental initiatives can be found throughout the hotel, typified by examples such as energy–saving LED lighting, water–saving taps and fixtures and CO2 sensors to monitor air quality.

A 24–hour fitness centre features within the hotel, along with the ‘Bikes to Borrow’ program, which as the name suggests, offers access to bicycles to use in nearby parkland.

Other wellness options include yoga classes and the Relax Reception, which takes place four nights per week and offers guests access to local beers, wines and snack bites.

03 Quest Apartments

@questapartments

Yoga and bike rental available at new hotel

04 Viceroy Santa Monica

@viceroysm

hotelmanagement.com.au 11

Is your hotel HD ready?

Now it’s much easier to upgrade to a best-in-class High Definition system

Only available for Foxtel commercial customers. Due to cabling infrastructure, some channels, services and High Definition installation may not be available in all premises.

The first and only Foxtel-backed HD equipment Is your hotel’s picture up to scratch? Foxtel Business makes it easy to upgrade to one of the finest HD technologies on the Australian market from ZyCast.® Provide a brilliant viewing experience for your guests with the only Foxtel-backed HD sports modulation equipment, and they’ll be able to watch over 50 live sports, including the 2019 Rugby World Cup™, NRL, AFL and Australian Summer of Cricket in HD.

Ready to kick off?

Talk to our team about how upgrading to HD can get your hotel ahead of the game.

Call 1300 731 892 or email foxtel.business@foxtel.com.au

foxtel.com.au/business

TM ©️ Rugby World Cup Limited 2015. All rights reserved.

BUS0345

l te Ho

wi

Sudima Christchurch City lobby

ll o ffe r

stu dios an

d multi–bedroom a

s nt me t r pa

16

Sudima Hotels debuts new Christchurch CBD property

New opening boosts Christchurch brand presence to two hotels SUDIMA HOTELS HAS declared it is receiving highly positive reviews from guests at its newly opened Sudima Christchurch City around a month after opening.

Indicating renewed confidence from investors and developers in building new hotels in the city following the devastating earthquake of February 2011, the AUD$40 million, five–star hotel features 86 rooms and is located on Salisbury Street in the CBD. In addition to the hotel, the property also includes the Vice and Virtues Restaurant and the Moss Spa facility. The hotel is plastic–free and operates a plant–based bathroom menu with guest rooms also including biodegradable slippers – making it the first hotel in New Zealand to do so.

Sudima Christchurch City complements the brand’s existing network, which includes properties at Christchurch Airport, Auckland Airport and Rotorua. The brand’s pipeline consists of two more properties, in Kaikoura and Auckland CBD.

17

Brady Hotels ready with second Melbourne hotspot Brand’s second CBD boutique property now open HELPING VISITORS DISCOVER Melbourne’s theatre district, hidden bars and cafes, laneways and shopping is the focus for the new Brady Hotels Jones Lane – the city’s newest boutique luxury hotel which opened to guests at the beginning of August.

The 21–storey hotel offers 153 rooms including four studio apartments, which offer induction cooktops aimed at the extended–stay market. More than half of the rooms offer a balcony and all offer open–able windows. Rooms benefit from floor–to– ceiling windows, black marble bathrooms and 40–inch smart televisions.

A ground–floor café, 24–hour reception and room service, two garden terraces, fitness centre, self–serve laundry and bicycle storage complement the hotel’s facilities.

The hotel has done away with uniforms for guests, allowing each member of the team 14 HM The Business of Accommodation

to express their individual personality while maintaining high levels of customer service.

Located on Little Lonsdale Street near Jones Lane, the new property is the group’s second hotel following the 2014 opening of its 146– room Central Melbourne location.

18

Sebel apartments brand makes its entry in Canberra Serviced apartment brand now open in Australian capital city ACCOR HAS INTRODUCED its serviced apartments brand to Canberra for the first time, announcing the opening of The Sebel Canberra Civic in the capital’s CBD. The 11–storey property adds 144 apartments to Canberra’s inventory, with 126 self–contained studios with kitchenette as well as nine one–bedroom suites and nine two–bedroom suites, both of the latter offering fully–equipped kitchens. On the ground floor are a variety of retailers, restaurants and bars, all leased to external and unaffiliated parties.

Behind the development is Canberra–based builder and designer Zapari, with whom Accor has worked previously on Mercure hotels in Goulburn and Wagga Wagga.

The newbuild hotel is located in Civic Square and is located close to national attractions such as the Canberra Museum and Gallery, Canberra Theatre and a host of cultural institutions.

THINGS YOU NEED TO KNOW 19

Hilton Garden Inn brand reaches Australian shores Newbuild scheduled to open in late 2020

Garden Inn brand offers homely public spaces HILTON HAS EXPANDED its Garden Inn brand into Australia, announcing it will open the Hilton Garden Inn Albany in Western Australia’s south–west coast late next year.

Less than three months after introducing the Garden Inn brand to the Pacific region in Fiji, the newest addition marks the fourth Hilton

brand to operate in Australia, alongside the Hilton flagship brand, DoubleTree by Hilton and Curio Collection by Hilton.

The midscale Hilton Garden Inn Albany is part of a management agreement with Foreshore Investments Albany Pty Ltd. Featuring 108 rooms including eight superior rooms and four

20

corner suites, the hotel will also offer guest facilities including a restaurant, bar, fitness centre and three meeting rooms totalling 165 square metres of space. The hotel will be positioned on the waterfront, next door to the town’s Entertainment Centre and boasting ocean views from most rooms.

Powerhouse Hotel Tamworth by Rydges

Industry lauds WHM visa program expansion Extra year available to workers in regional areas

help hospitality businesses fill vacancies for which the local talent pool didn’t respond.

in

ded program Expan now

AAoA campaigning on the industry’s behalf to simplify the application process along with visa costs to

ef fe c

ONGOING SKILLED LABOUR shortages currently hampering the hospitality industry are a step closer to a long–term solution after the Federal Government announced plans to expand the existing Working Holiday Maker (WHM) visa program.

Now in effect, the expanded program opens up a number of new countries eligible to apply for the WHM visa such as Greece and Ecuador. In addition, place caps for applicants from Spain, Israel, Peru, Argentina, Malaysia, Singapore, Portugal and Chile have been increased and the maximum age for French applicants raised to 35.

While remaining a two–year program, a third year extension is available to those who venture out of the cities to work in a regional area with a recognised labour shortage for at least six months in their second year.

Despite the positive news, the TAA said it was now hoping to turn the government’s attention to a shortage of migrant labour in skilled roles such as IT and trades to help the hospitality industry fill skilled positions.

Calls for the expansion have been growing for some time throughout the industry, t with both the TAA and

21

Tamworth and Armidale join Rydges regional network Powerhouse Hotels properties bolsters regional network

EVENT HOSPITALITY HAS boosted its regional Rydges network further, signing two properties under the Powerhouse Hotels banner in the country NSW towns of Tamworth and Armidale.

Both hotels have now rebranded to Powerhouse Hotel Tamworth and Powerhouse Hotel Armidale and adding the “by Rydges” suffix, while the duo will continue to be owned and managed by Greg Maguire while benefiting from the marketing and distribution nous of the Rydges stable.

Powerhouse Hotel Tamworth by Rydges offers 81 rooms, with a multimillion dollar upgrade set to result in a promotion from 4.5–star to five–star as new King Rooms are added to the hotel’s inventory.

Both properties have set themselves on a path to boost their appeal to the local corporate sector, global distribution, food and beverage innovation, digital strategy and increased business from the meetings and conference sector, while continuing to offer Australian guest experiences.

Powerhouse Hotel Armidale by Rydges offers 57 rooms and suites along with an on–site restaurant and tapas bar, fitness centre and meeting rooms.

OPINION

A whirlwind start It has been an action–packed start as the new CEO of the Accommodation Association of Australia, writes Dean Long.

TO SAY I have hit the ground running as the new CEO of the AAoA would be an understatement.

I haven’t stopped running.

Right off the bat, our recent event series in Adelaide, Ballarat, Bendigo, Melbourne, Perth and Sydney has allowed me to meet many members of the Association.

What was great for me personally was to see the biggest asset the accommodation sector has – the more than 190,000 magnificent people that make it.

The Association is really pleased to provide these opportunities for collaboration, as it is our role to make available forums for the sector to come together, share knowledge and to celebrate the successes of our colleagues. It was clear that from my many discussions with those attending each event there was a positivity about the sector, but there were also concerns about the state of the economy.

These concerns were shared when the majority of the State and Territory governments handed down budgets that significantly downgraded economic growth and saw the Reserve Bank of Australia (RBA) cutting interest rates. For the first time since 2012, the RBA cut rates for consecutive months to a record low of just one per cent, which demonstrates that while the economy is stable, it needs some assistance.

It was therefore great to see the Australian Government successfully pass tax cuts for millions of Australians and these should have a direct and positive impact on the economy and our sector.

This was a central pillar of the Morrison Government’s economic plan taken to the last election and positively it was passed with the support of both sides of politics. The bi–partisan support for this economic stimulus, 16 HM The Business of Accommodation

combined with the decision to cut interest rates, will start to improve consumer confidence and hopefully have more people choosing a domestic holiday.

While these actions are positive and welcomed, the State and Territory Governments around Australia have delivered a mixed bag for supporting their tourism marketing bodies in their 2019/20 budgets. While it is a well–worn path for an industry association to call for more funding to promote destinations and build a compressive business and leisure event strategy, maintaining or increasing funding is essential given the large increase in planned new hotels. According to STR, there are an additional 50,000 planned new rooms with 17,500 currently under active construction, which will significantly increase capacity at a time when consumer confidence is low. The AAoA is commencing discussions with governments around Australia to ensure tourism funding is maintained, as it will have a central role to play in growing demand for domestic tourism.

Finally, and importantly, the Association has welcomed two industry leaders to our National Board. Leanne Harwood, SVP – Managing Director Australasia and Japan for InterContinental Hotels Group and Heidi Kunkel, Vice President of Operations at Hilton will provide additional knowledge, expertise and leadership for the sector. In joining the AAoA National Board, they will be enhancing the leadership of the Association and I look forward to working with each of them and all members of the Board to deliver on our strategic objectives. n Dean Long is the Chief Executive Officer of the Accommodation Association of Australia (AAoA).

OPINION

A new era at the TAA

Already, 2019 has seen many positive changes in the rejuvenation of Australia’s peak tourism accommodation body, according to Michael Johnson.

IN THIS, MY first column for Hotel Management, I would like to touch on the exciting new era at Tourism Accommodation Australia both at the national level and in NSW. There have been many key changes which will ensure we deliver even better services for our members, with more yet to come.

These changes not only include the ‘physical’ – new multimillion dollar stand–alone offices for TAA located in the heart of Sydney’s CBD – but also personnel – a new National and NSW CEO in myself and a new TAA NSW board and chair. Just as importantly, there are also changes in service delivery for members, namely a major new energy deal which could revolutionise the accommodation sector by providing a greater level of focus and proactivity on the on–going skills shortage.

Firstly, I will touch on the obvious ‘physical’ changes at TAA. Our recent new top floor office purchase in Sydney’s Castlereagh Street gives us our very own space for the first time. At 380sqm, it features a glass atrium, meeting rooms, a balcony and city skyline views. It gives TAA the room it needs to grow. When it comes to personnel, I took over the role of TAA NSW and National CEO in May and have already been galvanised by the support I have received from people right across the industry. I look forward to improving the services we offer to members right across the board.

For those of you who don’t know me, I was previously the General Manager of PARKROYAL Parramatta for six years (and a TAA NSW board member). I am also a former GM of PARKROYAL Melbourne Airport and The Amora Hotel Jamison Sydney. I understand the issues of importance to our members, as I have actually lived them for a number of years.

We also have a brand–new TAA NSW board which brings together the sharpest minds in the sector. To put it simply, they are the best in the business.

The new TAA NSW board members are: • Richard Doyle – Park Regis City Centre • Bernhard Langer – Four Points by Sheraton Sydney, Central Park

• Antony Page – Sydney Harbour Marriott Hotel • Bahram Sepahi – Four Seasons Hotel • Glen Boultwood – Serene Capital • Gaylord Lamy – The Langham, Sydney • Fazila Farhad – Ramada Hotel & Suites Sydney Cabramatta • Philippe Kronberg – Shangri–La Hotel, Sydney • Jason Morrow – Chifley Apartments Newcastle Recently, Antony Page, GM of The Sydney Harbour Marriott – was elected unopposed as chair of the TAA NSW board. He is one of the most brilliant minds in our business and I look forward to working closely with him. The first meetings of the new board will be focused on service delivery and cost savings – namely the on–going skills and labour shortage and the high cost of energy to hotels.

When it comes to energy, TAA has put together a landmark new low price energy deal – an aggregated Power Purchase Agreement (PPA) which can help break the back of high electricity prices paid by our members whilst simultaneously reducing our carbon footprint.

This new deal means huge direct savings previously not available to the sector. The Power Purchase Agreement (PPA) price is expected to be significantly lower than both the current retail and wholesale price of power and should save participating hotels substantially over the life of the agreement.

TAA has a strong record of delivering business cost reductions for our members. Over the past decade, millions have been saved in workers compensation premiums via HEM and we are excited to be able to deliver further savings. When it comes to the skills and labour shortage, we are working closely with TAFE NSW, the Federal Government and stakeholder groups on practical measures to address this vital issue for our members.

It was nice to see the Federal Government recently expand its Working Holiday Maker (WHM) visa program. Stay tuned for more on this important issue. n Michael Johnson is the Chief Executive Officer of Tourism Accommodation Australia at both National and NSW level. hotelmanagement.com.au 17

OPINION

Challenges under the conference spotlight It might just be the mid–winter blues, but New Zealand hoteliers are wary of the clouds on the horizon, writes Sally Attfield.

THE GOLDEN GOOSE and its fate were regular topics from conversations and presentations at the New Zealand Hotel Industry Conference, held in late June. Although overall visitor numbers are still growing, the growth trend has softened. As I write this, the May TIA Hotels results show negative growth across occupancy, ADR and RevPAR. On a year–end basis, occupancy sits at just under 80 per cent and all indices are lower than 2018. That said, both ADR and RevPAR are higher than all other years except 2018, so our long–term trends are still positive.

However, with no major events on the horizon until 2021 – when both APEC and the America’s Cup will take place in Auckland – there seem to be few short–term prospects of seeing an upward swing. As has been reported, it’s clear that New Zealand’s tourism industry as a whole, and the hotel sector in particular, has entered a new phase where growth will be less spectacular than over the past five years.

Nevertheless, the hotel sector is facing increasing pressures from both central and local government.

At central government level, there seems to be no immediate prospect for any improvement to the delays in processing work visas. An Immigration New Zealand representative told the conference they have been caught out by an unexpected increase in applications, coupled with an internal restructure and, ironically, staff shortages.

His best advice was to start the application process as soon as possible but we all know a three–month lead–time is not always practical in a dynamic hotel environment. TIA will continue to push for improvements to these unacceptable and onerous delays.

Meanwhile, the government has cancelled the Commercial Accommodation Monitor – the official monthly measure of short–term commercial accommodation activity. Although we know this survey is not perfect – it doesn’t measure peer–to–peer accommodation activity – we are hugely disappointed at its abrupt cancellation and are keeping the pressure on the government to find a solution.

18 HM The Business of Accommodation

At local government level, Queenstown Lakes District Council has recently received a mandate from its residents to pursue its goal of introducing a local bed tax. This follows the targeted rate on commercial accommodation providers brought in by Auckland Council last year.

Although Tourism Minister Kelvin Davis has said that a bed tax would be specific to Queenstown if it goes ahead, local councils around the country are watching with interest.

It was heartening to hear strong support from conference delegates for TIA’s proposal that central government should return a proportion of the GST generated by international visitors to the regions.

These funds would be used for local tourism infrastructure.

The newly–formed Hotel Owners Association, announced at the conference, is supportive and we look forward to working collaboratively with this organisation to the hotel sector’s benefit.

With local government elections scheduled for October, this is an ideal time for hotels to ensure their voices are heard by their local candidates, and I encourage you to discuss these issues with your local councillors.

But amongst all the winter gloom, there are bright spots.

The recent Cabinet reshuffle saw the appointment of an Associate Tourism Minister, Peeni Henare. TIA called for this last November and Prime Minister Jacinda Ardern responded that she would consider it when she reshuffled her Cabinet. We are delighted that she has taken heed of our call and is giving Tourism Minister Kelvin Davis support with his busy workload. TIA will certainly continue to raise hotel– related issues with both Ministers.

Finally, the 2019 New Zealand Hotel Industry Awards confirmed that there is an abundance of great talent in our hotels. The winners of the 12 individual awards and the Environmental Initiative Award highlighted fantastic people and innovation across the sector.

Congratulations to all winners and best of luck with your careers. n Sally Attfield is the chief advocate for the accommodation industry as Hotel Sector Manager at Tourism Industry Aotearoa.

Wherever life takes you

We go with you

Wherever you go, take a top performing super fund.

Hostplus. We go with you.

Top performing balanced investment fund over 1, 3, 5, 7 and 15 years (SuperRatings Fund Crediting Rate Survey – SR50, 18 July 2018). Past performance is not a reliable indicator of future performance. Consider the Host-Plus PDS and your objectives, financial situation and needs, which are not accounted for in this information before making an investment decision.

Host-Plus Pty Limited ABN 79 008 634 704, AFSL No. 244392. INH1073_0719

PRESENTS

Outgoing AAoA Chief Executive, Richard Munro (right), passes the torch to the next era of leadership under new CEO, Dean Long (left)

New faces in high places The Accommodation Association of Australia welcomes new staff members Dean Long and Carol Giuseppi to its management team

DEAN LONG – CHIEF EXECUTIVE OFFICER

Dean is a Public Policy professional with over a decade of experience providing advice to governments around Australia and the business sectors with a focus on delivering advocacy outcomes that are mutually beneficial. Throughout his career, Dean has created and maintained strong and trusted relationships across the political, private and public sectors.

Dean was appointed the CEO of the Accommodation Association of Australia in June 2019 following roles as a Senior Adviser in the NSW Government, Head of Public Policy for the Australian Federation of Travel Agents and the National Manager of Government Acquisition (merchant services) for American Express.

20 HM The Business of Accommodation

CAROL GIUSEPPI – NATIONAL GENERAL MANAGER OPERATIONS/NSW

Carol is a senior business professional with a strong stakeholder management, advocacy and strategic business background. Since commencing her career at British Airways, she has previously held senior positions within the tourism and hospitality sector at Southern Pacific Hotels, Fox Studios, Sydney Olympic Park Authority and Tourism Accommodation Australia, as well as outside the sector with American Express and Amber Group.

Carol has an Executive MBA, a Masters of Business (Marketing), a Bachelor of Science and a Diploma of Market Research. She is also a graduate of the Institute of Company Directors. In her current position, her role encompasses policy, advocacy and member services.

KEY NEWS

Dea sd n Long addresse

Events Roundup

t ga ele

ADELAIDE & SA ACCOMMODATION MARKET UPDATE – HOSTED BY INTERCONTINENTAL ADELAIDE

es

at Sy dne A unique experience of presentations, industry results, y Market Update connection and conversation. A massive thank you to the presenting panel which included Richard Munro (AAoA), Elizabeth Alvaro (Deloitte Access Economics), Matthew Burke (STR), Jarrod Mander (Tourism Australia) and Karen Wales (Colliers International).

SYDNEY & NSW ACCOMMODATION MARKET UPDATE – HOSTED BY THE STAR SYDNEY

A fantastic opportunity to hear about the opportunities and challenges in the industry, with special thanks to Richard Munro (AAoA), Phillipa Harrison (Tourism Australia), Greg Clerk (Hostplus), Matthew Burke (STR), Karen Wales (Colliers International), Adele Labine–Romain (Deloitte Access Economics), Patrick Lonergan (Doma Hotels) and Michelle King for leading the event and presenting.

l

Hilton joins AAoA National Board

Heidi Kunkel to add strength to AAoA Board

Heidi Kunkel, Vice President of Operations, Australasia at Hilton has elected to join the National Board of the Accommodation Association of Australia (AAoA). Ms Kunkel is responsible for the overall performance of the growing portfolio of Hilton Hotels & Resorts in Australia, New Zealand and the South Pacific, which currently encompasses 27 hotels and over 10 new exciting properties in the pipeline.

Market Update in Adelaide

The AAoA's GM Briefing at MCEC

UPCOMING EVENTS TO LOOK OUT FOR! 9TH SEPTEMBER 2019 ATHOC Industry Awards and Conference – Hosted by Mantra Legends and Novotel Surfers Paradise

29TH OCTOBER 2019 Cairns & Queensland Accommodation Market Update – Hosted by Pullman The Reef Hotel

23RD SEPTEMBER 2019 Canberra & ACT Accommodation Market Update - Hosted by Hotel Realm

28TH NOVEMBER Gold Coast Christmas Drinks – Hosted

by Hyde Paradiso – Peppers Soul

ed

15TH OCTOBER 2019 Hobart & Tasmania Accommodation Market Update RACV/RACT – Hosted

by Hobart Apartment Hotel

s

ket Update is alway Mar sw ey ell n d –a Sy t

nd

10TH OCTOBER 2019 General Managers’ Industry Forum Hosted by Melbourne William Angliss Institute

te

Ms Kunkel joins the AAoA Board, which includes representatives of Australia’s leading accommodation names including Accor, Choice Hotels Asia–Pac, The Star Entertainment Group, Wyndham Hotels and Resorts, TFE Hotels, IHG, Classic Holidays and Independent operators.

Special thank you to the presenters – Peter Bingeman (Visit Victoria), Peter King (MCEC), Julia Swanson Melbourne Convention Bureau (MCB) and Matt Pearce (Talk 2 Media & Events)

AA oA '

nke Heidi Ku

GENERAL MANAGERS BRIEFING – VISITOR ECONOMY MARKET UPDATE – HOSTED BY MELBOURNE CONVENTION AND EXHIBITION CENTRE (MCEC)

hotelmanagement.com.au 21

IS THERE A STORM BREWING IN THE ‘LAND OF THE LONG WHITE CLOUD’? THE INDUSTRY IS BRACING FOR A BATTLE WITH LAWMAKERS OVER EXCESSIVE TAXES BUT DESPITE THIS, THE OUTLOOK IS BRIGHT IN NEW ZEALAND, AS MATT LENNON DISCOVERED.

for New Zealand

IHG Australasia Managing Director, Leanne Harwood

Zealand Prime M ini

m

y cit

w Ne er

pa ca

Fo r

22 HM The Business of Accommodation

As tro n

Key

st e

r,

oh n rJ Si

T

alk to anybody at the New Zealand Hotel Industry Conference (NZHIC) and the mood is generally relaxed, confident and optimistic at the state of the industry overall.

Major hotel groups are investing. Owners and developers are excited at the prospects on offer nationwide, the economy is strong, employment is robust tions kept the r oo m and performing well and most importantly, planes and senta e r at fp or ships into the country are full of eager tourists ready to po u n e ea lin r see and experience the sights and sounds. g InterContinental Hotels Group – just one of many of the major organisations which has been very active in New Zealand in recent times – says it has been blessed with many years of exceptional performance and the future is bright.

“We’re in it for the long term and you can see that confidence in the hotels we are opening in the next few years, including InterContinental Auckland, Hotel Indigo Auckland and Crowne Plaza

CONFERENCES

The forthcoming InterContinental Auckland

Queenstown Remarkables Park, as well as Holiday Inn Expresses in Auckland and Queenstown with our partner Pro–invest,” said IHG Managing Director, Australasia and Japan, Leanne Harwood.

However, not all is well at the Kiwi inn. New Zealand’s hoteliers are bracing for a battle.

Behind Tourism Industry Aotearoa, the country’s hotel owners, general managers and employees are united behind one banner. Targeted taxes are out of control and a major concern for the industry. Despite being one of life’s certainties, taxes at various governmental levels are increasingly showing indications the accommodation sector is being targeted purely for revenue raising.

Coast–to–coast and length to breadth, New Zealand is

NZHIC included the New Zealand Hotel Industry Awards, which was a spectacular endorsement of high achievement and recognition among the industry’s professionals for a job well done.

last year under the then–new Labour government and Tourism Minister Kelvin Davis at a charge of NZ$35 per person. Initially, the accommodation industry absorbed the impost with good grace, confident funds would not be misused and that the wider industry would benefit.

Addressing nearly 700 attendees at NZHIC 2019 as its keynote speaker, former PM Sir John Key said he wasn’t totally opposed to the notion of a slight charge on tourists however said all revenue from said charge should be reinvested back into the industry which >>

one of the world’s most naturally marvellous landscapes.

Hundreds of thousands of international tourists arriving each month would agree. Back in 2016, New Zealand first tabled the idea of an arrivals levy which would be applied to passengers through the fares paid on whichever form of arrival a tourist took, whether air or sea. This was temporarily shelved but eventually cemented in policy hotelmanagement.com.au 23

CONFERENCES generates it and not simply disappear into government It isn’t difficult to see why tourists love New Zealand coffers for general budgetary use.

In eight years as PM and almost as long as Tourism Minister, John Key was one of the most successful, affable and popular members of the New Zealand parliament. Most importantly as the primary figurehead for its tourism industry, he was available and seen everywhere. He personally opened the Novotel Auckland Airport, Hilton Queenstown, Sofitel Wellington and numerous others, was a mainstay at industry events and generally emblematic of the welcoming, friendly face that New Zealand needs no advice on perfecting.

Which leads to the problem. What began with the Tourist Tax or – to dress it up – the Arrivals Levy, has spawned similar ideas of grandiose revenue opportunity from more localised levels of government such as City Councils. Disguised as a “targeted rate”, Auckland City Council proposed a fee which the cost while visitors to Auckland were spending their would be charged to hotels money on more than just accommodation. to pass on to guests through “The commercial accommodation sector is willing to higher rates. pay its fair share. We want to work with the Council to Refusing to be a punching find an equitable and sustainable way for the sector to bag any longer, TIA sprang make an appropriate contribution to visitor promotion into action, swiftly rejecting activities provided through the Council’s economic the proposal and accusing the development agency, ATEED,” said TIA Chief Executive council of unfairly targeting Chris Roberts at the time. the accommodation sector.

Most recently, Queenstown – a poster–child for New Central to its argument was Zealand tourism – decided to try its hand at a similar game. that hotels were being asked Unlike Auckland however, the South Island city – which to shoulder 100 per cent of welcomes around 80 times its permanent population as Lani Hagaman, Scenic Hotel Group short–term visitors each year – polled the electorate via a referendum to determine its course of action. More than 80 per cent of these residents backed a proposal to impose Chris Roberts, TIA; Brett a bed tax to help pay for infrastructure and maintenance of Thomas, Airbnb; Simon local facilities used by both residents and visitors.

McGrath, Accor; Leanne For Scenic Hotel Group Executive Chairwoman, Lani Harwood, IHG; Kevin Sullivan, New Zealand Hagaman, this was the final straw and NZHIC provided Cruise Association and her the platform to express her views.

Tim Alpe, Jucy Snooze “The Queenstown accommodation levy is as flawed in debating the effects of terms of fairness as was the Auckland targeted rate.

‘Dealing With Change’.

“Again, the accommodation providers are being singled out and targeted to bear the financial burden on behalf of the wider tourism industry.

“I personally support the TIA’s final analysis of this issue where they concluded that the cleanest and fairest m method for collecting a contribution from visitors is the G an el –E ot GST system,” Hagaman said.

H xec c ni ut i v e Chairwoman, Sce In addition to a collaborative approach with TIA, Hagaman has formed the New Zealand Hotel Owners Association, which while still in its infancy, is looking to grow to include all individual and incorporated hotel owners nationwide. A push to recruit an Executive Director, based in Wellington, is now underway, while an interim Board is in place while formal corporate governance policies are designed.

It’s fair to say the battle lines are being drawn and discussions at various levels are set to take place, with the industry ready to fight for its position and to seek a beneficial solution for all parties concerned. n

a ag iH Lan

ro up

“Accommodation providers are being singled out and targeted to bear the financial burden on behalf of the wider tourism industry.”

hospitality

IT’S OUR JOB

TO MAKE YOU LOOK GOOD

Australia’s outsourced hotel housekeeping leader for over 25 years AHS Hospitality has been providing award winning housekeeping services to the Australian hospitality industry since 1993. Our expertise, professionalism, services and flexibility provide quality and compliant housekeeping results for almost every hotel brand in the region. With more than 250 senior housekeeping managers and over 6,000 trained housekeeping professionals, AHS delivers the highest quality service with unmatched efficiency.

Call us at 1800 026 036 or email us at info@ahshospitality.com.au and our friendly team will work together with you.

HM x ACCOR PROMOTION

Accor’s

Phenomenal A

Momentum

ccor had a clear vision of how it wanted to integrate Mantra Group into its business. The Group has established new and One year on from Australia’s largest and history–making hotel effective ways of working, continued to grow merger, Accor’s development growth remains in top gear as the Group its acquired brands of Art Series, Peppers, presents its largest and most diverse portfolio of brands ever.

Mantra and BreakFree and is on track to delivering distribution and loyalty in the second half of this year.

Accor’s Pacific portfolio now represents eight per cent of the company’s industry–leading loyalty and service concepts that helps drive global network and 27 per cent of the Asia Pacific market, so there is an our development pipeline and helps us expand into new markets,” ever–increasing focus and importance on this region. Now with over 390 says Accor Chief Operating Officer – Pacific, Simon McGrath. properties and 50,000 rooms across 17 brands, there is no slowing down in With 38 brands globally, Accor’s growth in the lifestyle sector has Accor’s growth plans in Australia, New Zealand, Fiji and French Polynesia. been accelerated with 14 new brands including SO/, Art Series, Mama “Currently, across Australia, New Zealand, Fiji and French Polynesia, Shelter, 25 Hours, 21C Museum Hotels and – in partnership with US we have more than 30 hotels and over 5,500 rooms in the pipeline hospitality group sbe – Hyde, Mondrian and SLS – to name a few. which we expect to open over the next three years. We are obsessed Earlier this year, Accor launched Tribe to the world. Tribe – an with the customer experience, and it’s this passion coupled with our Australian–born brand with a singular hotel in Perth. The Group has

26 HM The Business of Accommodation

COVER STORY

ten other Tribe openings already scheduled to take place by 2022 in Europe and Asia Pacific, totalling more than 1,700 rooms and further invigorating the Group’s lifestyle hotel offering, alongside its other leading lifestyle brands.

“Hotel guests are far more experienced and discerning than ever before, and Accor is continually responding by adapting our existing brands and introducing new ones; which is why we are actively pursuing opportunities to launch more SO/, Art Series, Swissotel, Movenpick, Tribe and sbe hotel brands across Australia and the wider Pacific region,” McGrath added.

“In part, our growth is being fuelled by our existing partners who have the experience and trust in Accor to deliver above market returns for their investments. It is so gratifying to see our hotel owners prosper and grow alongside us as we grow.”

Driving Accor’s ability to deliver on this diverse network of brands is loyalty, which continues to be a key priority for Accor. The Group will launch its new global loyalty lifestyle program ALL (Accor Live Limitless) by year end, which will bring together the Group’s booking

"The innovation behind our new lifestyle brands, along with the strength of our iconic global brand platform should not be underestimated."

Simon McGrath – Chief Operating Officer – Pacific, Accor Acc or’s new est Ar tS er ies

engine and loyalty program into a single platform to drive brands, services and experiences and guest engagement. Currently, with one in eight Australians already a member of Accor’s loyalty program, and Mantra+ members set to be invited into the program in coming months, the numbers are expected to increase when ALL goes live in Q4.

One of the great benefits of Accor’s acquisition of Mantra Group has been learning more about its management letting rights capability and ensuring experienced teams are in place to continue the successful management of the Accor Apartments and Leases business. This new business unit has enabled Accor to open up new conversations about residential opportunities not only in the Pacific region but globally.

Extended hotel stays have been identified as an area for growth, and the integration of Mantra Group has positioned Accor as a clear leader in this fast–growing sector.

Accor also continues to be very serious about shaking up the hotel restaurant and bar scene through innovation and investing in venues, chefs, mixologists and baristas among the best in the country. The Group has an in–house incubator of food and beverage specialists who are set to create a new wave of progressive, trend–setting concepts across the Pacific. And with the Group’s acquisition of a 50% stake in sbe – a leading luxury lifestyle hospitality company – Australia was thrilled to open the first sbe venue in the Asia Pacific region, Hyde Paradiso on the Gold Coast. More are in the pipeline.

“The innovation behind our new lifestyle brands, along with the strength of our iconic global brand platform should not be underestimated, nor should the way in which we are evolving our food and beverage operations in hotels. Providing innovative and exciting hotel, bar and dining experiences that connect our guests with the community is part of our Pacific strategy and is what will continue to build loyalty and drive business,” McGrath said.

McGrath has demonstrated Accor’s phenomenal growth, in terms of the company, its brands, apartments business and food and beverage offering, and continues to recognise the Group’s customer obsession as the key ingredient for this trajectory, which was established in region five years ago through the clever training and education of Accor’s 21,000 employees across the Pacific. n Tribe is focused on doing the essentials well by maximising space and giving guests what they need, such as storage under the bed

l– te

H o

– zzo tau an eF Th in ned ope rch. ane in Ma Brisb

hotelmanagement.com.au 27

HM Q&A

The

Sustainability superstar nterContinental Hotels Group (IHG) has taken its anti-plastic commitment one step further by transitioning to bulk-size bathroom amenities over the next two years.

The move is part of IHG CEO Keith Barr’s broader sustainability agenda and will see the chain become the first global hotel business to commit all brands to removing bathroom miniatures.

Barr said it was important that corporations – no matter their business – took a stand to help reduce landfill across the planet.

While Governments across the world did not do enough to help reduce global waste, he added it was essential that corporations – as seen by fellow hospitality giants Accor, Hilton, Hyatt, Marriott and Wyndham – made the move to reduce as many single-use plastic items as they could because “every little bit helps”.

“It’s more important than ever that companies challenge themselves to operate responsibly,” Barr said. “We know it’s what our guests, owners, colleagues, investors and suppliers rightly expect.

“Switching to larger-size amenities across more than 5,600 hotels around the world is a big step in

BY THE NUMBERS: IHG’S SUSTAINABLE COMMITMENT Some of the ways IHG is helping to protect the environment.

200 MILLION

How many bathroom miniatures will be removed from 843,000 guest rooms in 5,600 IHG hotels by 2021

50 MILLION

Number of plastic straws removed across hotels globally by the end of 2019

200,000KGS

Amount of soap prevented from going to waste

30 PER CENT

Reduction in food waste globally from new F&B technology

100 PER CENT

Level of recycled materials in voco Hotels’ duvets and pillows

28 HM The Business of Accommodation

INTERCONTINENTAL HOTELS GROUP’S CEO, KEITH BARR, WANTS THE GLOBAL HOSPITALITY LEADER TO BECOME A HERO WHEN IT COMES TO REDUCING WASTE AND PROTECTING THE ENVIRONMENT, WRITES JAMES WILKINSON IN LONDON.

the right direction and will allow us to significantly reduce our waste footprint and environmental impact as we make the change.

“We’ve already made great strides in this area, with almost a third of our estate already adopting the change and we’re proud to lead our industry by making this a brand standard for every single IHG hotel.

“We’re passionate about sustainability and we’ll continue to explore ways to make a positive difference to the environment and our local communities,” he said.

Barr said the move would affect almost 843,000 guest rooms globally and IHG would remove some 200 million bathroom miniatures in use across its global portfolio every year.

One of the keys to success, Barr said, was that the quality of bathroom amenities manufactured by the world’s leading suppliers had reached a level where bulk-sized and refillable items could be procured for all of IHG brands.

“I’m happy with the quality and confident the products will work for all of our brands,” Barr said.

As the new brand standard is adopted between now and 2021, the company expects to see a significant reduction in plastic waste.

Barr said this commitment builds on IHG’s pledge to remove plastic straws from its hotels by the end of 2019. This was being supplemented by a number of broader waste reduction initiatives already in place.

In October 2018, Barr announced IHG would remove single-use plastic straws from its hotels globally by the end of 2019, a move that would see an average of 50 million straws removed from IHG’s hotel estate each year - enough to stretch all the way from New York to Tokyo.

HM Q&A

“IHG is in almost 100 countries and we touch the lives of millions of people each day,” he said. “This gives us a responsibility to protect the environment and an opportunity to make a real difference.

“There is always more we can do to minimise waste, but the work we’re doing to reduce single-use plastic is a powerful example of how we can come together with guests, owners and colleagues to drive positive change.

“This work is not going unrecognised. Very recently we were named an industry leader on the Dow Jones Sustainability Indices for the second year running, which is a real point of pride for us and recognition of the hard work and dedication of our people and partners around the world,” he said.

Barr said IHG remains a constituent of the FTSE4Good Index, and recently joined the Ellen MacArthur Foundation’s Circular Economy 100 network, signalling its commitment to working with cross-industry partners to build a more sustainable world.

Switching to bulk-size amenities is a tried and tested approach at IHG, according to Barr: “Whether for business or leisure, hotel guests increasingly want their stays to be more sustainable without any impact on the quality of their experience.”

Several IHG brands are already achieving Barr’s goals today, part of the reason the CEO was able to initiate a company-wide commitment.

Six Senses Hotels Resorts Spas offers bathroom products in refillable ceramic dispensers across its entire luxury estate, whilst Kimpton Hotels and Restaurants are already moving to larger-size amenities.

IHG’s voco Hotels, EVEN Hotels and avid hotels brands have all offered bulk-size amenities since launch, working closely with suppliers to offer dispensers and products that retain a quality feel.

More than 1,000 Holiday Inn Express hotels in the Americas have implemented the change, alongside a number of Staybridge Suites and Candlewood Suites properties in the region.

More than just the removal of single-use plastics, the company and key brands are making a sustainable difference with several other initiatives.

is IHG

ing miniature am remov eni

ties fro m

all ho

ORGANISATIONS PRAISE IHG Making a difference is creating global traction.

ELLEN MACARTHUR FOUNDATION

“We welcome IHG’s action to reduce plastic waste through this new commitment. Achieving a circular economy will be a challenging journey, but by working together we can find solutions to design out waste, keep materials in use, and regenerate our environment.”

Joe Murphy, Lead of the CE100, Ellen MacArthur Foundation

INTERNATIONAL TOURISM PARTNERSHIP

“IHG’s committed action to reduce plastic waste demonstrates its ability to be a force for good in local communities around the world. With initiatives like these, and through close collaboration, the hotel and tourism industry can continue to lead the way in setting clear and quantifiable commitments that improve sustainability. This was central to ITP’s 2030 Agenda for Sustainable Development.”

Madhu Rajesh, Director, International Tourism Partnership (ITP)

WINNOW

“Food waste is a global issue, and one that kitchens around the world are struggling with.

Without visibility into what is being wasted, kitchens are wasting far more food than they think.

It is a privilege to work with such a forward-thinking hospitality chain as IHG and help them become the first global hotel brand to significantly reduce food waste globally by using Artificial Intelligence while improving their responsible processes in their food and beverages offer.”

Marc Zornes, Founder and CEO, Winnow

“We’re passionate about sustainability and we’ll continue to explore ways to make a positive difference to the environment and our local communities.”

l te

Keith Barr - CEO, InterContinental Hotels Group

s om ro

ws ra

ff help clean up p S ta las tic st

m th fro

e Thames

Voco Hotels works with suppliers to provide duvets and pillows that are filled with 100 per cent recycled materials. This equates to 150 plastic bottles diverted from landfill per guest room. IHG also has the Green Engage system, a well-established online sustainability program, which recommends ways for IHG branded hotels worldwide to manage their waste more effectively.

This includes guidance on how hotels can handle, store, recycle and dispose of waste both on and off-site, to minimise environmental impact and costs.

Several IHG hotels have partnered with technology company Winnow to automatically track, measure and reduce food waste for more sustainable and efficient restaurant and bar operations. Winnow’s AI-enabled technology will help IHG hotels achieve a 30 per cent reduction in food waste.

Through partnerships with ‘Clean the World’ in the Americas and ‘Soap for Hope’ in Asia, nearly 450 IHG-branded hotels have collectively prevented nearly 200,000 kilograms of soap from going to waste. Instead of heading to landfill, the soap has been recycled into nearly three million new bars for redistribution to communities who need it the most.

IHG is also making a difference to local communities across the world. Launched in collaboration with the IHG Owners Association, the Renovation Donation Initiative is an industry-leading effort which allows IHG-branded hotels in the US and Canada to manage the removal of furniture, fixtures and equipment during renovations by donating them to non-profit organisations, including United Way Worldwide and Good360. n hotelmanagement.com.au 29

TECHNOLOGY

resource management. Each room has been fitted with a smart automated thermal efficiency system to ensure optimum energy conservation whenever guests are not in the room. When unoccupied, energy use on lights, air– conditioning, curtains, blinds and appliances is minimal.

A motion detection system identifies when a guest enters, returning the room to full functionality – even opening the blinds to welcome the guest back to their cool abode.

ITEMS FOR YOUR HOTEL’S RADAR IN THIS SPECIAL HM TECHNOLOGY FEATURE, WE LOOK AT SOME OF THE MAJOR PRODUCTS, SERVICES, INNOVATIONS AND SYSTEMS THAT SHOULD BE IN YOUR PERIPHERALS HEADING INTO 2020.

H

1: LESS IS MORE

2: THERMAL EFFICIENCY

4: Foxtel for Business

30 HM The Business of Accommodation

4: FOXTEL FOR BUSINESS

Magazines akin to a doctor’s waiting room generally don’t cut it these days when it comes to keeping a guest occupied – whether in a lobby, fitness centre, hotel café or bar – during any transit time outside of their room. A Foxtel for Business subscription can provide the ambience needed to transform this. Three in four sports punters will be drawn to a venue showing live sport, according to Foxtel Business Claims Research. Similar results can be achieved from venues screening the latest news or business reports or even a music channel.

Emergencies can happen anywhere in a hotel and being prepared for them can avoid a situation escalating in severity. Assa Abloy Global Solutions recently unveiled its Vostio Location Solutions system at HITEC in Minneapolis, designed to pinpoint the exact location n is on trend dmi – down to the floor and room number – where sa s rle

3: Branded smartphone charging coasters

e

5: Vosti o Lo ca t

ion

So lu ti

s on

InterContinental Hotels Group’s newest star resort on Hayman Island has given the hotel group a prime opportunity to set an example in sustainability and

Smartphone charging docks haven’t been around for long but already have been usurped by the sleeker, more sophisticated and brand–able charging stands now doing the rounds at many hotels proficient in event hosting.

Whether available in–room or provided to guests as an exciting promotional gift, these stands can be lasered with corporate or hotel logos. Made of clear acrylic with silicone feet, stands hold phones and devices of almost any size.

5: VOSTIO LOCATION SOLUTIONS

1: P ap

otels are increasingly studying the virtues and operational merits of adopting cashless and paperless systems in their day–to–day running. From the manual accounting and cash till maintenance headaches – not to mention making sure the stationary order has been submitted and all machines loaded – cash and paper are headaches of days past. No longer the domain of the ultra– trendy lifestyle hotels, cashless and paperless systems are now the preferred way for brands such as Skye Suites and Frasers Hospitality Australia, among others. From iPad check–in to mobile keys, virtual concierges and digital compendiums, less really is more.

3: BRANDED SMARTPHONE CHARGING COASTERS

TECHNOLOGY 6: Artificial Intelligence and Machine Learning

2: Rooms are smart enough to know if and when guests are there

7: LG CURVED SCREEN WALLS

an emergency may be playing out. The device utilises Bluetooth Low Energy for prolonged use and can equip staff with the ability to rouse assistance when needed for any unfolding situation in minutes. Cloud–based and operating on a gateway system, the nearest router is alerted whenever the alert button is pressed, sending a signal to a hotel’s security officer on duty.

"There's no reason hotels cannot also benefit from chat-bots and machinelearning"

6: ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING

In today’s sharing economy, customer reviews can be the sword by which hotels of any size can live or die. With guests widely proficient and highly active on services which utilise chat–bots and machine–learning, there’s no reason suppliers can’t also benefit.

According to Expedia, AI can revolutionise the way a hotel manages its customer reviews and online star ratings. Utilising bot software, hoteliers can be notified whenever a negative review focuses on a particular area, such as breakfast service or even something as simple as coffee service. By being alerted to and acting on customer feedback, guest ratings can rapidly head back in the right direction. Similar bots can also inform a hotelier of the rate activity of its competitors to ensure it stays not just in, but ahead of the game.

Drew Bowering, Expedia

Recently unveiled in Sydney by the electronics giant, the latest range of B2B Display Technology sees LG throwing a curve–ball – literally. Its newest range of Flexible Curved OLED Walls, Transparent Displays and Touch Screens are an entirely new approach to the technology, created with the hospitality industry in mind. Displays in the new range are lightweight, thin and able to be curved to suit space requirements. With ultra–thin bezels, the new displays are interconnectable and can be joined to create a display wall with minimal screen overlapping to ensure messages are not segmented by screen.

8: BANDWIDTH

According to leading wireless connectivity firm Hospitality WiFi, bandwidth management is a premium issue facing hotels in terms of delivering the speed requirements expected by guests these days. With so many devices needing uninterrupted connections, both within the room’s key components – such as televisions – and devices brought in by guests, hotels are greatly underestimating their bandwidth needs. Of course, greater speed is coupled with greater cost and the decision on balancing guest satisfaction with operational costs takes on a new element. Retail plans are constantly changing too, so the expert advice is to get your infrastructure right and then shop around for the best plan.

9: Samsung 'Space' aims to declutter back office desks

9: SAMSUNG SPACE

s su

dwidth - Spee dv er

t cos f i ciency is ef a

th or

ue iss

B an

ny

8:

7: LG’s new Flexible Curved OLED Walls

An organised team is a productive team and the recent launch of 'Space' from Samsung Electronics Australia can go a long way toward maximising the effectiveness of hotel staff, which in turn will filter down to improved customer service.

According to a Desk Hygiene Study of 1,000 Australians, more than a quarter admitted to having a messy working space. In addition to lower productivity, this can lead to an unsightly work experience, frequent distractions and anxiety among team members.

Samsung Space incorporates a design which clamps to the back of a desk, tilting screen and cables running through the arm to present a clean look.

The monitor is available in two sizes with 4K UHD and QHD resolution. >> hotelmanagement.com.au 31

TECHNOLOGY

10: WINNOW FOOD RECYCLING SYSTEM

12

Here’s a statistic worth digesting. One–third of all food Po produced worldwide is thrown we ro out and wasted. One–third. Tech ver Ether n et platform Winnow is working to correct these scales. In fact, using scales, a camera and machine learning, hotels can be equipped with a system which will measure and calculate how much money a hotel can save in its kitchen by ordering food stock closer to what it actually uses.

With the help in Australia of ForPurposeCo, the app works alongside OzHarvest, which helps to distribute unspoiled leftover stock to turn into new meals for the less fortunate in society.

:

13: Mood alerts ages and genders of patrons and log this information for future use – without recording any guest identities or storing any personal information.

14: WARE–WASHING

11: SLEEPING PODS

As we all know, time zones can throw our body clocks off their normal rhythm and checking out of a hotel with a 10–hour wait or more until departure can ruin any mood. At Next Hotel Brisbane, a small collection of sleep pods is helping to put this issue to bed. Coupled with full bathrooms, a fitness centre and lockers, guests can wind down the tempo and enjoy a nap prior to setting off.

12: POWER OVER ETHERNET

A handy advancement known as POE – Power Over Ethernet – whereby power to a device is carried over the same cables as the network connection. This can be adapted to include the automation of blinds, in–room lighting and other in–room fittings, which can all be daisy–chained from one data cable.

13: MOOD ALERTS

The next evolution of facial recognition technology is one worth investing in for hotels with on–site bars. Technology is available which will scan a public space, identifying the ratio of customers to staff and sending out automatic alerts when the average mood of guests is falling below happy due to slow or poor service. Systems can assess

11: Sleeping pods

"The greatest adoption is achieved when a customer's own device is used to attain a product or service" Craig Simpson, Standing Rock Technologies

15: API connectivity for content services / Intelligent Retailing

In the ongoing efforts to maximise the efficiency of water and energy usage, Four Points by Sheraton Sydney Central Park has implemented the Ecolab ware–washing system for its commercial kitchens. Already in use at over 6,000 restaurants worldwide, the water management system can save a hotel operator over 300 employee hours and over $500 a year on its water bill for each unit. Tests found the system reduced rewash by 61 per cent, based on washing of 500 racks per day with 15 per cent rewash.

15: API CONNECTIVITY FOR CONTENT SERVICES / INTELLIGENT RETAILING

In an effort to ensure the most comprehensive collection of hotel retailers and that each is displaying the most accurate descriptions and inventory levels, Sabre Corporation has launched Sabre Content Services for Lodging. Essentially an aggregator of content across multiple suppliers, the API–driven solution puts the power in the hands of travel agents to put all rooms and rate levels, from multiple providers, in one screen.

Accommodation providers can ensure consistency of voice by maintaining one message and seeing it displayed across every sales channel. n 10: W inn o

w

fo o d ng cli cy re

em syst 14: Ware-washing 32 HM The Business of Accommodation

Let your guests feel right at home

LG 4K Ultra HD Pro:Centric Smart TV ÂŽ

*

You can add and manage content on our high-quality 4K, HDR TVs to make your customers’ in-room experience even better, while reducing set-up costs or having to manually update each unit.

lg.com/au/commercial-tv * The display is Pro-Centric ready and requires a third party supplier to install.

65UU761H

TECHNOLOGY

Expert Insights Self–service check–in and kiosks To date, I don’t think the perfect hotel self–service solution has hit the market yet.

THE CUSTOMER ACCEPTANCE and preference for self– service in other industries is a clear signal the hospitality sector is way behind guest expectations in this space.

The greatest adoption is achieved when the customer can interact with their own trusted mobile device to gain the product or service. A barrier is created when clunky kiosks are in public areas.

If we look at the airline evolution, they challenged the entire process of getting the passenger into the aircraft cabin and did not simply focus on digitising the check–in process. Claiming a booking, identifying themselves, luggage management and getting onto the plane is all achievable via a device. If any service is required at the airport, it is quick, often seamless and accessed via scanning a QR code (or similar).

I think as an industry, we are too focused on the reason why we cannot offer a modern self–check–in platform and not paying enough attention to applying solutions to problems. As a General Manager with

Rydges for 15 years, I appreciate the problems of booking channels, guest profiles, payment methods, security and the wealth of other unique challenges in our industry.

The question I pose is if we are currently applying the fix to unique challenges via humans, why can we not do it via electronic means and place the solution in the guest’s palm. We train our staff how to resolve challenges so why can we not set business rules within a system to do the same thing.

The modern traveller is looking for a service where they can get to the hotel room entirely via their mobile device or at worst, scan a QR code or ID in the lobby to receive the room key. I feel the integrators and hotel leaders that invest in a modern solution will surely provide themselves market difference and lead the way into the future.

CRAIG SIMPSON Founder, Standing Rock Technologies

Talking back to hotels

I believe voice assistants have the capacity to redefine the guest experience in hotels.

TED HORNER Founder, E Horner and Associates

EARLIER THIS YEAR I visited a hotel in Seattle that had installed an Amazon Alexa Device in every room. By allowing guests to access a range of services from room service, extra toiletries and tourist information by merely talking to the device in the guestroom, this hotel was maximising the capabilities of its in–room voice assistant deployment.

There are close to 100 million of these devices in households in the US and this number is expected to grow dramatically now that Amazon and Google are actively marketing these products not just to consumers but to the hospitality industry. In addition, with the expectation that the number of connected Internet of Things (IOT) devices will exceed 31 billion by 2020, the hotel industry is well placed to use these devices to automate and streamline processes. Marriott and Hilton are among those already creating next gen smart rooms using IOT technology to personalise the guest experience.

Great hospitality experiences drive guest loyalty. Guest loyalty drives recommendations and revenue. While larger chains have more customer and performance data to tap into, smaller operators have historically had a tougher time maximising reputation, revenue and the customer experience.

34 HM The Business of Accommodation

Artificial intelligence (AI) is changing all that. With its ability to streamline processes, provide valuable insights and optimise experiences, it is driving the new wave of responsive, guest–centric hospitality.

Personalisation is just one way AI is reshaping hospitality as we know it.

Personalised experiences boost revenue and loyalty, and this is an area where hospitality has long been ahead of the curve. Tailoring your offering with thoughtful touches such as a guest’s preferred newspaper, toiletries, pillows and views keep guests coming back.

Now, that top–shelf bottle of Merlot or the inclusion of extra–plush towels is something associated with high–end vendors and patrons. AI can level the playing field, easily identifying the personal touches that draw people to your hotel (or your competitor’s) and tailoring your experience to the individual. You can also use AI to personalise your rewards program, not just for what to offer, but for whom to include.

In summary, there are exciting times ahead for technology in hotels. Not all guests are going to like it, but more and more millennials want to embrace this technology and hotels must be seen to be offering this to guests who have grown up in the digital age.

CONNECTED EcoStruxure for Hotels provides a connected experience for your guests Your guests expect comfort, convenience, control, and connectivity EcoStruxure for Hotels guest management solutions deliver a seamless, connected experience for guests, one that builds loyalty and boosts your reputation.

se.com/au/hotels Š2019 Schneider Electric. All Rights Reserved. Schneider Electric | Life Is On is a trademark and the property of Schneider Electric SE, its subsidiaries, and affiliated companies. •998-20637228

INTERIOR DESIGN Kiwi designer WORLD believes in colour. A lot of it.

tn

tt es

O –S HI The

36 HM The Business of Accommodation

igh t

spots .

ersonality, individualism and the ability to express these traits are critical ingredients for IT LAUNCHED AS SO/ AUCKLAND BY SOFITEL LAST a successful career at SO/ Auckland. Or any SO/ for that matter. That’s the inherent beauty of NOVEMBER BUT IN LESS THAN SIX MONTHS, the brand, which first spun from Sofitel as a spa offshoot THIS QUIRKY HOTEL HAS MOVED OUT FROM label back in 2009 and evolved into an accommodation UNDER ITS PARENT BRAND AND IS STANDING ON ITS brand which now stands independently.

OWN FEET, AS MATT LENNON DISCOVERED. Entrenched in the SO/ DNA is a passion for connecting with its community and for this reason, travellers will always see a unique personality attached to each hotel.

A ‘Vapour’ room It’s what makes SO/, SO/.

MIXO Bar is the It was evident soon after launching that SO/ was a lobby. And the brand capable of standing on its own feet quite early in lobby is the bar. its development. Late last year, the decision came down after opening in Auckland that the “By Sofitel” suffix would be dropped from future branding and marketing.

SO/ was ready to graduate and face the world on its own.

General Manager Stephen Gould truly gets the SO/ philosophy. He described this branding change as similar to a child eventually growing up and leaving its parents to head out on its own journey in life.

“The way that we describe it, which may be a nice analogy, is that Sofitel were our parents. We were born from their ideals – French elegance, attention to detail, flair for design and passion for excellence when it comes to our service. We’ve just taken it into a new generation in a very modern way and the longer we go on, the stronger our own identity becomes, hence the decision last year to drop the word Sofitel and become SO completely.”

You don’t need to go deep into SO/ Auckland to see this brand’s attitude firmly on display. There’s a better than excellent chance that on entering, you’ll be greeted by one of the hotel’s colourfully dressed team members inviting you to take lo ho un a seat while the check–in “informalities” are ge d’s n a an d ckl u club A is now one of

INTERIOR DESIGN

A‘ Liq uid’ r o om completed. A simple signature on a tablet and you’re issued with your keys and directed towards the elevator.

SO/ Auckland offers three different room designs, which can be requested if a guest has a preference, however it can also be just as fun to roll the dice. In reference to Auckland’s volcanic history, room types – Cozy, Comfy, Club or Studio – may be themed on ‘Solid’ (offering an abundance of black and gold), ‘Liquid’ (featuring a fiery orange colour scheme) or ‘Vapour’ (stone walled tiles amidst a pink hue). Penthouse suites on the top floor are different again, with a gold and turquoise style all their own.

Decorations and artwork around the hotel can inspire a mixture of emotions ranging from head–scratching through to a curious desire to try it at home if you can.

Take the upturned sofa resting on its side, turning a conventional seat for at least three into a quirky

Mega Chandelier with Moooi Works Portrait: Nobody tells SO/ how to do a lobby. Take a seat and enjoy a drink while completing the check–in formalities via an iPad.

throne for one. Or the extravagant ultra–low–hanging chandelier in the lobby. Only at SO/.

“We call ourselves ‘rebellious luxury’,” Gould says.

“Rebellious in the context of SO/ means thinking differently. It doesn’t necessarily mean what a lot of people think it means in terms of breaking rules or being overly provocative. Rebellious luxury for us is about thinking differently and approaching things differently.

“When we designed the lobby, it was always intended to have a bar and the longer my involvement went during the pre–opening, the smaller the reception facilities got, to the point where people were saying ‘In the end, we’re going to have no reception at all’ and I said ‘you know what, that’s my ultimate goal’.

SO/ is a brand that at Gould's insistence will never be "cookie-cutter". It has not just thrown tradition out the window, but rather thrown it into the shredder. Its adoring public wouldn’t have it any other way. n

“We’re trying to move away from the traditional stuff because people are bored with it.”

Stephen Gould – SO/Auckland General Manager

HM x XN PROTEL PROMOTION

SUPPLIER PROFILE

Craig Chait – Xn protel HM chats to Xn protel Managing Director ANZ, Craig Chait, on the challenges associated with finding the right tech system for your hotel.

What new features and upgrades have recently been built into Xn protel’s systems?

Hotel operators want more information, deeper insights into customers, trends and demographics, they want simpler and more intuitive workflows, and wish to offer more tech to their own guests, be that guest self–check–in on their own mobile device, to a self–service POS kiosk for food & beverage for example.

What are some of the new projects Xn protel has been working on of late?

We have been working on a number of great projects of late. For instance, Premier Mill Hotel (by Dome) which integrates room lighting and energy controls to Protel Air PMS and enables their own guest–app technology to book and integrate. We’ve also just completed the installation of Reservation Assistant spa, sport and activity management system for the new InterContinental Hayman Island.

What are some of the issues or challenges in the market today when it comes to PMS or POS systems? rface

r inte

T

o use otel.i he Pr

There is no shortage of PMS and POS companies, yet for almost all, these are still managed, developed and designed using old–school thinking and old–school t hai Craig C technology. So the marketplace needs to weed through the many, to find a tech–savvy, agile company that still believe that their success is determined by the last project they did.

What is one key advantage for the cloud system and one for the on–premise data system?

Cloud is simple. Just add a web browser and you are set. The advantages of cloud far outweigh on–premise or hosted deployments. Cloud solutions enable many advantages. Zero server requirements at the hotel and removal of upfront software licensing fees, moving to lower–cost software as a service model.

What sort of immediate booking upturns do properties generally see post–installation of an Xn protel system?

We see a higher yield per room, often with the help of partner revenue management companies’ two–way real–time integration. We also achieve incremental revenues from Xn POS, where upsell tools or guest– facing kiosks are deployed. hotelmanagement.com.au 37

DEVELOPMENT

Rising demand

They are two of the hottest segments in development right now and JAMES WILKINSON speaks to the leading hotel operators to find out just why midscale and select service brands are so popular in Australasia.

ACCOR

Lindsay Leeser – Vice President Development Pacific

Ramada

Graham Perry - Managing Director, Australasia

As the luxury end of the market continues to grab the attention of the industry and media, midscale continues to slip under the radar whilst remaining an essential part of the Australian hotel landscape for guests, owners and investors alike.

Midscale properties have broad appeal. They meet the needs of a large section of the corporate travel market, particularly managers and salespeople, plus the budget conscious family and leisure segments.

They exceed expectations by providing consistently good, clean no-frills accommodation in the right place and at the right price point.

The midscale segment has strong potential to scale further and is Best Western Hotels and Resorts’ heartland. Our strategy is focused on filling our gaps in regional areas and growing in fringe areas of capital cities. Investors and Developers are very much part of this strategy.

We have a number of exciting projects underway with opportunities right across the board including with newbuilds and conversions and with independent hoteliers increasingly seeing the value of linking to global brands and their distribution. Midscale requires minimal investment and cap ex requirements to transition existing stock to trade at the highest returns.

Dictated by economic infrastructure and population growth, midscale is set to expand throughout city fringe areas and across key regional centres. We’re seeing an increasing focus on mixed use, where commercial and retail developments add a hotel component to provide a sense of place and destination that reduces financial risk and rd will tap into Ad y fo makes the investment more attractive by linking directly ela a l P ide m ’s to the local community and its environment. ha Investors, developers and owners are seeking solid returns on their investments and are looking for support and expertise from trusted global hospitality brands like Best Western to provide the insights and knowledge required to help steer projects in respect of overall design and planning from industrial usage right through to the front and back office spaces. north

38 HM The Business of Accommodation

BEST WESTERN HOTELS AND RESORTS

ing om bo

by W yn d

Today’s modern travellers have different priorities to traditional guests, which reflects the demands of today’s fast-paced, demand-centric style of living.

They’re seeking a more convenient, fuss-free hotel experience.

With this, we’re seeing continued growth in demand for the delivery of affordable product offerings that are more adaptive to travellers needs and more accessible in their delivery.

Accor continues to be a leader in this segment, offering more than 160 midscale and select service hotels across our Mantra, Novotel, Mercure and Tribe brands in Australia, New Zealand and the Pacific.

So far, 2019 has already proved to be a year of growth for our midscale and select service brands with developers responding to the growing demand for quality hotel product at an affordable price…and our development pipeline reflects this.

Our Mercure brand alone will open five new Australian hotels in the next two years, including the 125-room Mercure Canberra Belconnen, 181-room Mercure Melbourne Doncaster, 125-room Mercure Melbourne Albion, 123-room Mercure Sydney Bankstown and 78-room Mercure Sydney Rouse Hill. Two new Novotel hotels will also open – Novotel Sydney Cabra Vale and Novotel Christchurch Airport.

More than ever before, developers and owners are exercising imagination and flair to deliver assets that offer guests greater flexibility and functionality in the midscale and select service segments.

A perfect example of this is the excitement and interest f o A t c r c a o p r ’ – s mids erth cale we’ve experienced with be P i r p T ort fo our Tribe hotel lio brand, which we

launched to the world earlier this year. We currently have ten other Tribe openings, totalling more than 1,700 rooms, already scheduled to take place by 2022 in Europe and Asia Pacific.

TFE

To maximise financial returns, midscale developments not only need the developer and investor to provide the right infrastructure in the right place but also need the brand to provide advice and drive demand, and the management company to run the business in a way that exceeds the needs of customers whilst delivering the right ROI to stakeholders.

nd to Ad elai de

DEVELOPMENT

ls te Ho

is ta k

ing

it s m

CHOICE HOTELS ASIA-PAC

Trent Fraser - Chief Executive Officer

At Choice Hotels Asia-Pac, we are pleased to be leaders in the midscale accommodation space. Our Comfort and Quality brands are excellent examples of midscale offerings, equally as attractive to owners and guests alike.

Midscale properties under our Quality brand are well-positioned to thrive in a range of market conditions. In a positive or buoyant market, these properties can compete and perform well; however, in more challenging times, they remain competitive with flexibility in rates.

Over the last 12 months, our properties in the midscale space are up three per cent RevPAR year-on-year, which is ahead of the market. This speaks to the importance of maintaining and growing our midscale presence and is attractive to owners.

At a global level, the full rebrand and relaunch of our Comfort brand serves to cement our commitment to the segment further, as well as presenting owners and guests with a brand suited to their needs.

Increasingly, owners are interested in the franchise model agreement, particularly in the midscale space. Looking at the South-east Asia market, many owners are in a lease ownership agreement, and the popularity of HMA agreements continues to grow.

We are well positioned in Australia and New Zealand with a strong footprint across both regional and capital cities. We are seeing strong demand emerging from cities for midscale offerings, with a focus towards serving the corporate market.

HILTON

Robert Scullin - Vice President Development, Australasia

At Hilton, we have made a commitment to double our footprint across Australasia within the next five years. This will be achieved with an organic growth

ra eb odg l e v idscale Tra

Quality brand hotels are attractive to owners and investors, says Choice Hotel Asia-Pac

strategy where we want to fill the gaps in the market with the right brand, in the right location, at the right time.

From a brand perspective, we currently see immense opportunity with our award-winning midscale brand, Hilton Garden Inn, due to the rise of the middle-class traveller which is now our largest segment of business; both domestically and internationally.

Hilton Garden Inn welcomes guests at more than 840 hotels in 45 countries and territories around the world and we are pleased to soon be launching this brand in Australasia.

We know that travellers have varying needs and wants when considering accommodation - many of whom are looking for value for money. The great thing about Hilton Garden Inn is that guests will receive quality accommodation and facilities, as well as our worldrenowned Hilton Hospitality, at a more affordable price.

When considering the location for Hilton Garden Inn, we believe the brand will have the most success in key cities, specifically just outside of the CBD and in secondary business centres. In addition, we also see opportunity in smaller cities with both leisure and corporate business.

We now have several Hilton Garden Inn projects in the pipeline, with an ambition to have at least ten projects in planning or under construction in Australia, New Zealand and Fiji by the end of 2019. The first Hilton Garden Inn property will open in Albany, Western Australia, with growth to continue throughout 2021 and 2022.

Franchising however has become quite a big focus for us. It currently represents 86 per cent of our trading estate globally and with the emergence of owner-operators and white label management companies in Australasia, we see big opportunity in the future. hotelmanagement.com.au 39

DEVELOPMENT

re Q ue st Pr est on

e

Numerous factors are driving this shift, although our industry most often correctly points to “the changing needs of today’s travellers” along with “historically high costs of land and construction” as the dominant reasons Th for the proliferation of hotels which offer ill ef st v ort r u smaller rooms, and less facilities. hco H e ming Travelodg Distinctive select service brands including Moxy and AC Hotels by Marriott will soon make their debuts in Australia, each with multi-hotel roll outs in Melbourne, then elsewhere in Australia and New Zealand. These designled contemporary lodgings will be certain to challenge traditional rivals in their respective sub 20m² and sub 25m² markets.

Meanwhile, expansion is also confirmed for our classic select service brands including Four Points by Sheraton and Courtyard by Marriott, which is today our company’s largest single brand, with more than 1,100 hotels globally. This fact alone speaks volumes of the “less is more” appetite of global travellers and hotel owners alike, whose shared interests are undoubtedly changing the face of hotel development.

tu fu Ja me he t t sS hie te a lds, n si o , s Ques l t Apartment Hote

INTERCONTINENTAL HOTELS GROUP

Abhijay Sandilya - Senior Director, Development – Australasia

Quite simply, midscale and select service brands make great sense, which is why we’ve had such success in this space. The price point makes it attractive to both valueconscious leisure guests and corporate travellers complying with per diem requirements, and local labour costs makes select service and midscale attractive from a cost and profitability perspective.

IHG is leading in this segment globally, and in Australasia we have been focused on bringing Holiday Inn - the largest hotel brand family in the world - to satellite cities and micro markets.

These markets are often defined by lower rates and a broader demand segment that seeks value for money, so we have better ability to make midscale and select service brands stack up from a feasibility perspective. We also find in these destinations that an internationallybranded hotel, such as Holiday Inn, is likely to be the hottest offering in town, especially when compared with the existing options that often include motels, serviced apartments, and guesthouses.

Already we’ve signed some fantastic properties in Geelong, Ringwood, Dandenong, Wagga Wagga, Werribee, Queenstown Remarkables Park and Coburg, as well as city locations such as Melbourne Bourke Street Mall.

Holiday Inn Express is also growing dramatically, with an impressive pipeline including in Melbourne Southbank, Sydney Airport, Queenstown, Canberra, Auckland and the recently-announced Sunshine Coast.

We expect the momentum of the Holiday Inn brand family to continue in Australasia, with cities to continue to dominate, but with an added focus on the Pacific Islands. We always have an interest in destinations with population growth, significant commercial activity, lack of international brands, good access, busy event calendar, and tourism growth forecast.

MARRIOTT INTERNATIONAL

Richard Crawford - Senior Director of Hotel Development, Australia, NZ, Pacific

As the world’s largest hotel company, Marriott International manages and franchises hotels across all tiers of accommodation. We are, however, experiencing global momentum that is seeing our historic dominance in the upper-upscale and luxury segments balanced by a surging pipeline of new build select service hotels.

40 HM The Business of Accommodation

QUEST APARTMENT HOTELS

James Shields - General Manager Growth

The demand for Midscale and Select Service hotel models is strong, with increased demand in suburban and regional growth areas for these accommodation formats. This drive comes from both business and leisure travellers, who are looking to explore what the destination has to offer, rather than limiting themselves to restaurant and entertainment facilities at hotels.

Further, Midscale and Select Service are highly preferred formats for operators and investors alike, likely in part to the ability to cater to a larger proportion of guest types, an increase in demand overall, and a relatively future-proofed asset (in comparison to typical hotel rooms).

There is significant demand for Midscale and Select Service offerings across the eastern seaboard due to state government investment in large-scale infrastructure in major Australian cities and burgeoning regional towns which is driving demand for large Australian corporates.

This is well evidenced by the increasing scale of regional centres such as Newcastle, Geelong and Wollongong, as well as major regions such as the Sunshine Coast rising in prominence on the back of strong population growth, committed infrastructure investment and increasing business counts. Demand continues to be strong in New South Wales, Victoria, Queensland, and Western Australia. We expect progression in this segment to continue with volumes of rooms expected to increase as corporates shy away from using full-service hotels.

Developers and investors prefer the security of a lease over HMAs, providing certainty of income and mitigating risk of hotel underperformance. Quest strongly advocates the importance of an equitable partnership between developer and operator under a leasing model, providing a stable, long-term collaboration that provides all parties with a long-term income stream and security of tenure.

Quest’s development pipeline is robust, driven by locations which service the needs of the extended stay business traveller and locations which have a demonstrable and sustained level of demand, without an over-reliance on one particular industry. Many new apartment hotels are under construction, with our plans to open 12-15 properties across Australia, NZ and the UK in the next three years progressing well.

DEVELOPMENT

Mark Bullock - Director, Development, Australasia

Radisson Hotel Group is experiencing unprecedented growth across Asia Pacific in all sectors of the market. We achieved a record 26 new hotel signings in 2018 and are confident of exceeding this total in 2019.

In Australasia, primary markets such as Sydney, Melbourne and Adelaide continue to generate the highest level of interest for our company, and we are also experiencing strong enquiries from New Zealand, especially in key markets like Queenstown and Auckland.

As major cities reach the peak of the development cycle however, opportunities for growth lie in suburban locations. These destinations are appealing to investors as they attract price-sensitive travellers, who are finding themselves priced out of CBD locations.

Naturally, the midscale and select-service sectors are a key driving force behind this growth. Radisson RED, our cutting-edge lifestyle brand, is leading the charge in terms of enquiries from the region’s owners and developers. This concept is fulfilling the modern desire for select-service lifestyle hotels with a focus on connectivity. We plan to introduce Radisson RED to a series of new CBD and suburban locations over the next three years.

In general, we are experiencing higher demand for management agreements, due to our company’s proven ability to drive results. With a wide range of brand concepts and business models available, Radisson Hotel Group is perfectly positioned to meet the needs of hotel owners and developers, and to maximise the value of their investment.

TFE HOTELS

Michael Herman - Executive Development Manager

addition of an extra two levels offering 52 executive rooms by the end of the year. Rounding out the activity, 2022 will see the 220-room Travelodge Adelaide open for business in the heart of the CBD. Adelaide is ripe for new accommodation offerings, given the growth and development underway in the city. This midscale property complete with a ground floor bar offering outdoor seating and a firstfloor restaurant - will help revitalise Bentham Street and give travellers looking for convenience and comfort more choice around Adelaide’s financial precinct

WYNDHAM HOTELS & RESORTS Matt Holmes - Director of Development- South Pacific

The Midscale and Select Service segment will always be in demand. Its mass market corporate and leisure appeal helps to insulate owners and operators across any cyclical downturns. The cost to construct is reasonable and owners can expect better returns through higher yielding departments and creating operational efficiencies through considered, practical designs.

In New Zealand, we will be opening new Ramada hotels in Auckland CBD, Queenstown and Manukau over the next three months, with additional Ramada hotels starting construction in Newmarket, Queenstown and Wellington towards the end of the year. In Australia, we have recently announced a new Ramada in Playford just north of Adelaide and will also be expanding the brand’s presence in the Victorian market with the addition of a couple of great hotels in the high growth regional areas of the state. We are also seeing good traction with our Wyndham Garden brand and the Wyndham Garden Christchurch will be starting construction early next year.

For the Midscale and Select Service space, the franchise model is favoured. The ability for owner/operators to create a very lean operating structure yet have the safety and comfort of utilising the branding, distribution systems, loyalty program, corporate and global accounts and training programs of a major brand makes a lot of sense - and creates further cost efficiencies in what is already an efficient segment of the market. We are still seeing demand with HMAs as well and generally pride ourselves on creating really efficient solutions for owners/ developers to have their hotels’ day-today operations fully managed lia’s first Hilton

by Wyndham. n o Austra Gard me t o en I h nn l be l i w y n ba Al

ed

ea nd Pe rth so

n sig has Moxy

Positioned between upscale and economy, the Travelodge Hotels brand in Australia and New Zealand continues to offer budget-conscious travellers the all-important promise of value for money.

In cities with high rates, midscale hotels are best located on the fringe, or in the CBD if the rate is lower. After location, a good bed, shower and comfortable room are always going to be priorities.

Along with the convenience of Grab & Go snacks and hearty breakfasts, Travelodge Hotels offer smart accommodation and affordable conferencing packages in 18 locations across Australia and NZ. Travelodge Auckland Wynyard Quarter is one of several new CBD projects currently in the development pipeline for Sydney-based TFE Hotels. The 157-room Travelodge, due to open in 2020, will add a much-needed mid-tier offering to the Wynyard precinct, which attracts thousands of workers and visitors each week.

In Sydney’s southern corridor, construction is well underway on the Travelodge Hurstville, conveniently located just 7km from Sydney Airport.

In Greater Western Sydney, tw n oA ur Travelodge Hotel Bankstown will ust lbo e ralia literally reach new heights, with the n locations in M

far

RADISSON HOTEL GROUP

hotelmanagement.com.au 41

INTERIOR DESIGN

The Churchill Rooftop Bar at the new Four Points

by Sheraton Auckland

PICTURE PERFECT

T

IS THE BEST MARKETING A HOTEL CAN DO THESE DAYS MAXIMISED THROUGH CREATIVE PUBLIC SPACES AND SHARED VIA SOCIAL MEDIA IMAGES? MATT LENNON CHATS TO TWO INNOVATIVE DESIGNERS TO FIND OUT.

Four Points

by S

her ato nA uc kla

nd

is

pa ex

ns

a ive

he old saying that ‘A picture tells a thousand words’ has never been more apt in today’s Instagram universe. Provide that picture and the ‘Insta–verse’ will tell it for you.

Most hotels and designers will never admit to deliberately designing a space to make it a drawcard for social media. As the hotel industry moves away from cookie–cutter brand uniformity – case in point being the global reinvention of Sheraton – to more authentic, community–driven connections, the scope for creativity gives way for hotels to deliver some spectacular scenes in their lobbies and public spaces. The ‘Instagrammability’ and attention of that space ends up being a welcome by–product.

“I think architecture has always been partly about how things look,” says Richard Dalman of Dalman Architecture, who has recently completed work on Auckland’s new Four Points by Sheraton on Queen Street in the city’s CBD. “It’s also always been about how things feel, the atmosphere created and the experience that you get when you’re there. There does seem to be a rise in the image and with Instagram and other social media that people obviously like to post what they’re doing at the time.”

While beauty and aesthetic charm are key to a designer’s remit, functionality remains paramount. Looks will only take you so far if nobody can actually serve its purpose. A hotel bar for example, stunning as it might be, is no good without a wide selection of drinks or comfortable seating. In order to achieve that perfect marriage, designers are being granted a wider scope in which they can flex their creative muscle.

“There is more [freedom] now than there was 10 years ago because 10 years

f nd

a ures eat

café lobby

42 HM The Business of Accommodation

ago the owners were just wanting to create a space that would be acceptable to guests. Now they’re wanting us to create a space that will surprise and wow them. Give them something to remember.”

One brand pushing the design envelope in interior design is Skye Suites, which will open its third Sydney presence later this year at Green Square.

Nicknamed “The Doughnut” because of its curious curvilinear roof which rises and falls some ten storeys in different parts, the interiors of

INTERIOR DESIGN

Embracing brand personality

this futuristic property were entrusted to Koichi Takada – a Japanese–born, American– trained architect passionate about incorporating nature into his designs.

Zoned as a mixed–use development of both residential and short–term serviced apartments, the challenge was set for Takada to fit everything needed inside the uniquely–designed building, including a small retail village at ground level.

“This part was very complex but we managed to separate the residential entry as well as the hotel entry. The hotel entry is rather cave–like. We originally wanted to combine as one space between residential and commercial, so it’s the one big lobby, but we had to negotiate with the City of Sydney. Eventually we had to split entries.

“I think you see the hash tag and a lot of people pause and some people go to the extent to dress up and find an angle and find the right light. And we look at it and go, ‘Wow’, this must be professionally done but it’s normal people who are staying in the hotel who are making an effort to do so.

Takada was also tasked with designing Skye Suites Sydney CBD, which will celebrate its first birthday in November. A similar cave–like concept was employed here and the public has embraced it, organically turning it into one of Sydney’s most Instagrammed lobbies. Central to this is the head–turning indoor lobby swimming pool, which plays a part as a guest’s first impression of the building.

“I think the Instagram photo is not just about, hey, here I am in front of the Eiffel Tower,” adds Richard Dalman.

Te Waonui Forest R etre at

MARRIOTT INTERNATIONAL

Sean Hunt – Area Vice–President Australia, New Zealand and the Pacific, Marriott International.

b f, se

“It’s, here I am, experiencing something unique or special. It's the image of being somewhere Fra and experiencing something special. For nz Jo me, that’s the fun that, as designers, we can acknowledge and design for.” n alm yD

ct rchite an A

The indoor lobby swimming pool at Skye Suites Sydney

s

OVOLO HOTELS

e Th

ro

of to p

“HOTEL DESIGN IS changing. But at Marriott we see it less about Instagram likes and more about the shifting desires of travellers, who are increasingly looking for their hotel to connect them with their destination, and for social spaces within the hotel to connect with other travellers and locals. For us, design is very deliberate, and the social media shares are added benefit.

For example, the new Element Melbourne Richmond has a living room for its lobby, including a fireplace and books, for guests and locals to socialise and relax.”

ba

ra nd

dn Sy even tes t space at Skye Sui

ey

Girish Jhunjhnuwala – Founder and CEO, Ovolo Hotels.

OVOLO PUT A lot of our energy into designing interesting and intriguing spaces to enhance the guest experience as opposed to being Instagrammable.

For us, these designer spaces are an expression of our identity and personality; we see our hotels as extensions of creative spaces and art galleries – although galleries have opening hours, and guests experience our hotels 24 hours a day. So for us, we never set out to make our hotels ‘Instagrammable’ as such, however it’s definitely a welcome consequence of social media. When we find that our guests are capturing and sharing photos of our hotels on social media, it’s proof they are inspired, we’re doing something right and our approach is resonating. hotelmanagement.com.au 43

ROOMS DIVISION

IN HOTEL FURNITURE

The Amari low–back lounge chair and capsule side table

44 HM The Business of Accommodation

AS HOTELS UNEARTH THEIR MOJO AND SET THEIR IMAGINATIONS LOOSE WITH DESIGN, THE PRESSURE MOVES TO FURNITURE SUPPLIERS TO DELIVER, AS MATT LENNON FOUND. Functionality and aesthetics are vitally important considerations with outdoor furniture

tan petite side Rat ch i r a ai m

r

A

H

otel markets differ throughout the world in many ways, even so far as the standard and style of room furnishings. From cost and labour parameters to modularity and styling needs – particularly as boutique and ultra–modern brands continue their rise – suppliers are always under pressure to deliver.

For Fairmont Designs, joinery can prove a tricky obstacle to furnishing a hotel. While many rooms may look identical, its philosophy is that no chances on measurements should be taken at any point – especially as nearly 90 per cent of product sourced for hotels must be tailored to ensure it is a perfect fit into each space.

“Not every room is the same,” says Fairmont Designs APAC Business Development Manager, Kang Liu. “Some have additional turns, the others may have less width, and we’ll need to have a design for each type of room. Thus, a hotel may have twenty different configurations of TV wall units but only one kind of nightstand in all rooms. Each room needs to be carefully

T he

tive Lounge at t Execu h

eJ

W

rr

M a

rq Ma tt io

ROOMS DIVISION

ur nit ure

typ es

ubai uis D

Ah otel room

r may offer space fo

tf en r e iff yd man

measured and planned in order to deliver a successful joinery project.”

As rooms get quirkier in their design to suit the boutique, lifestyle–centric interests of modern travellers, so too do furniture designs. Social media and the ability to share the world’s designs has dramatically broadened the inspiration landscape and designers are often coming up with furnishings that in some eyes can double as a work of art in their own right.

“We are proud to provide some of the most design– forward, sculptural pieces at any level to help create “Instagrammable” moments,” says Janice Feldman, Founder and CEO of Janus et Cie. “It is part of a cultural movement towards experiences – moments and memories captured in time – and the hospitality industry is intimately and uniquely involved in designing the environments that foster this type of engagement. We are really thrilled about the ways technology has changed the industry and continues to influence how we design.”

Highlighting the diversity of the sector, different suppliers often have individual concerns as client needs evolve. For some, it can be as simple as cost and attempting to do as much as possible with ever– tightening budgets – forcing creativity to come to hand.

“The cost of developing a room in Australia is much greater than it is in Asia. So it falls down to what the developer is prepared to spend on it,” says Harvey Norman Senior Business Development Manager – Hospitality, Armand Domingo.

“They don’t necessarily skimp on their construction but they’ve got to cut costs and the way they do that is through the furniture layout in terms of what items they can use in those furniture layouts.”

According to Domingo, for a hotel room to be fitted out to a brand standard which in many cases is four to five star, the cost to do this can be anywhere up to

Solaire Resort & Casino Manila, Philippines

“Space management is vitally important when working with designers to ensure a room is not too cluttered or too sparse.”

Mark Flintoff – Hotel Interiors

AUD$20k (USD$14k) or even $25k (USD$17.6k) for luxury and higher. Developers and owners are increasingly looking to do more for less and bring costs per key down to around AUD$10k (USD$7k) per room.

This is forcing room furniture suppliers to explore alternate fabrics for items such as bed heads, upholstered chairs and couches while maintaining a certain standard of durability. A difficult task by anybody’s measurements.

“An armchair can cost you anywhere from AUD$300 (USD$211) up to $3,000 (USD$2,110) and anywhere in between so we have to look at the foam backing that we use – all commercial grade of course – the style of the chair, the fit within the room and also the materials that we use to make it cost–effective for the operator.

When it comes to maximising space in a room, wall mounting is a tactic being adopted by ever more lifestyle hotels. Rooms can get very crowded if all major furniture is placed on the floor, a table or other low–lying surface.

Everything from hangers to kitchenware has been known to be affixed to the wall. With the space saved, there is ample room to increase the dimensions of other pieces of furniture.

“Space management is vitally important when working with designers to ensure a room is not too cluttered or too sparse,” advises Mark Flintoff from Hotel Interiors.

“Furniture overlays are created using the client's plans and elevations to make sure everything is in the right proportion. We supply workshop CAD drawings to ensure that the joinery and furniture is produced to the correct size.”

For Fairmont Designs, size does indeed matter.

“Furniture designs must change according to the size of a room. A room can be very crowded if there’s not enough space.

“Thus, the scale of furniture would need to change accordingly. For example, furniture in a Las Vegas casino could be twice the size of hotels in Tokyo to fill up the over–sized room space.” n

The new Campbell Gray hotel in Amman, Jordan

hotelmanagement.com.au 45

FOOD & BEVERAGE

SKY-HIGH ph Ze

yr

THE ERA OF ROOFTOP DINING IS THRIVING. AFTER THE ELEVATOR RIDE, THE MOOD ADJUSTS TO COLOURFUL COCKTAILS, HIGH–END DINING AND POSTCARD VIEWS. MATT LENNON LOOKS IN ON THREE OF AUSTRALIA’S LEADING ROOFTOP BARS AND EATERIES.

U

QT Melbourne

QT MELBOURNE

Delivering an alternate meaning to taking Melbourne’s elegance and sophistication to new heights, Rooftop at QT exudes sassiness and charm.

Honest to a fault, the bar makes no bones about the fact it’s an ideal place to witness the city’s famed ‘four seasons in one day’ lifestyle. Having recently installed a retractable weatherproof awning, the lounge is well positioned to handle the notoriously fickle weather.

Set within the main bar area, you’ll want to check out the Secret Garden, which delivers a delightful garden setting to the CBD bar. It makes a great spot for a peaceful lunch or drinks with friends or colleagues after work or on a weekend.

46 HM The Business of Accommodation

ar,

Hy a tt

Reg ency S

ydney

If you like movies, and who doesn’t, keep an eye on the hotel’s Facebook page for the inside word on the venue’s Rooftop Cinema, which screens classic films during the warmer months to enjoy with your food and drinks.

Rooftop at QT Melbourne is open from noon to late Monday to Friday and from 2pm to late on weekends.

RILEY, A CRYSTALBROOK COLLECTION RESORT

ZEPHYR SKY BAR

nder the tutelage of Operations Manager Didier Nahum, nestled at the summit of Hyatt Regency Sydney is the Zephyr Sky Bar – a rooftop venue where Sydney’s elite meet to eat…and drink. Nicely sheltered from winter’s curse with an array of carefully positioned heat lamps, the million– dollar views overlook the Australian National Maritime Museum directly ahead and a sweeping look at Darling Harbour and Cockle Bay. Open from Tuesday to Sunday each week, Zephyr caters to 200 people, with a space for 100 able to be separated from the main part of the bar. The venue is rarely made available for exclusive use as the interests of house guests are kept first and foremost in mind, however applications can be made direct to the hotel for consideration.

Now is the time to get in and try the Winter Menu before it disappears with more summery alternatives at the end of September 2019.

Sk yB

Rocco at Riley, a Crystalbrook Collection Resort

It’s less than a year old and already, Cairns’ highest rooftop bar and restaurant has a cult following.

Influenced by Mediterranean cuisine, it makes sense as like the Med, Rocco provides views over another great waterway, with the Coral Sea practically at the doorstep.

You’ll find Rocco at Riley, Crystalbrook’s maiden hotel in the North Queensland city. A menu designed to take diners on a journey through the history of southern Europe awaits, loaded with flavourful and locally sourced produce. Of course, having access to the Great Barrier Reef's seafood bounty makes every pick a winner.

The wine list will leave you struggling to decide, guaranteeing more than one visit at least.

Rocco’s doors are open to welcome from 4pm until late Monday through Wednesday and noon until late Thursday to Sunday. n

Presenting the

2019 HM Awards “It’s Show Time” at the HM Awards, for hotel and accommodation excellence.

The HM Magazine and Online team is proud to host this event for the 17th time in 2019. The HM Awards independently recognises excellence in accommodation across Australia, New Zealand and the South Pacific. The gala dinner returns to the ICC Sydney on September 6 where, after more than 1,500 expected nominations are judged, over 40 winners will be announced across categories celebrating the best in properties, departments and people across the accommodation industry.

Finalists Announced!

KEY DATES FOR 2019

Ticket Bookings Close: Friday, August 23, 2019 HM Awards Gala Presentation Dinner: Friday, September 6, 2019 Venue: ICC Sydney Dress: Black tie or dress to theme Ticket bookings: T: 0422 419 343 W: hmawards.com.au

SPONSORSHIP ENQUIRIES Adam Daff T: +61 (0)2 8586 6207 E: adaff@intermedia.com.au

For more information:

HMawards.com.au

48 HM The Business of Accommodation

em en t

ng

re ca

tart w ay s m ers

ith a standard ind

ustr y

pla c

to

es rop the n r lea

Stu

Post–graduate courses run for two years and are taught on–campus

Applied in–depth learning projects are assigned to students on placement

gi

I

ndustry placements are a key component of any hospitality qualification. The opportunity for a student to sink his or her teeth into the line of work in which they are attaining their qualification provides a real–world perspective surpassing the simulated classroom environment.

In many cases, depending on the opportunity available, an undergraduate student working towards their first degree or an industry–specific MBA will be placed into a front–of–house role such as Food and Beverage, Housekeeping or Reception in order to experience these front–line operational demands.

Students wishing to take their studies further and progress into more advanced and potentially managerial or executive roles can opt to undertake a Post–Graduate Masters Degree. Study at this level has been offered for several years by both the International College of Hotel Management (ICHM) in Adelaide and the Blue Mountains International Hotel Management School (BMIHMS) at campuses in Sydney and Melbourne.

“We have been very successful in Sydney and we saw a lot of demand in Melbourne. We have the right contacts so we decided to open a campus in

an

OPPORTUNITIES TO RESEARCH HOT–BUTTON ISSUES AFFECTING THE HOSPITALITY INDUSTRY ARE AVAILABLE TO STUDENTS STUDYING A MASTERS DEGREE, AS MATT LENNON EXPLORES.

de n ts ch

YOUR WAY

Melbourne. It’s been proven right,” said BMIHMS Hospitality General Manager, Jerome Casteigt.

A Post–Graduate Masters is a new addition at William Angliss Institute in Melbourne, with the first intake beginning in September last year and the first crop of graduates yet to come.

Courses comprise between 9–12 core subjects primarily looking at the management level oversight of many key operational aspects of hotel leadership, including Guest Experience, Rooms Management, F&B, Finance and Revenue and more. Specialist subjects including Entrepreneurship, Critical Analysis and Strategy are in place to give students broader skills looking at market performance and positioning, rate and brand development and broader property skills which can be applied in back–of–house management roles.

For a student already holding a degree in a hospitality discipline, Industry Placement as part of a Masters qualification is more in–depth and gives students a chance to tackle a problem which may affect an entire region rather than just an individual hotel.

“We have some students, sometimes in Masters who are changing careers and in that case, we recommend

HUMAN RESOURCES

them to do a standard industry placement, such as in Food and Beverage or Housekeeping so they learn the basics. It doesn’t mean they won’t go into management positions when they graduate but because they’re new to the industry, they will know the basics and will understand what a standard job in those fields entails.

“The students who, on the other hand, have more experience and have already done that in previous studies or previous work, then we will work with them and the industry to find them a placement more about people management or project management where there is a dimension of supervision,” Casteigt added. “[Research placements are] positioned different in so much that the Industry Placement component of the Masters degree is called a Research semester,” says ICHM Principal, Dr George Brown.

“So what the student does is a Research project for six months in industry which will either place them in – or they may already be working in the industry – and

“We have the right contacts and can find industry placements for students so we decided to open a campus in Melbourne.”

Jerome Casteigt – BMIHMS General Manager – Hospitality Food and Beverage Management is one stepping stone to a Masters degree

Be the Hotel Leader of tomorrow, start today with an online 6-Weeks Course From short courses to an MBA - Flexible and online. Grow your professional skills and become a talented hotel executive studying at the...

#1 Hotel Management School in Australia and Asia Pacific.

*TNS Survey 2017

Unique 6-weeks courses for busy industry professionals

Fully online and customisable

As a working professional, study needs to be flexible and able to fit around your lifestyle. The benefit of these online 6-weeks courses is that all content is applicable, timely and appropriate for the hotel industry. You can study when and how you like, from anywhere in the world.

These special courses are designed to help hotel professionals take the next step into senior leadership roles. You will learn from leaders in the industry, who are at the peak of their career.

To find out more information visit https://info.bluemountains.edu.au/onlinecourses/

Torrens University Australia Ltd trading as Blue Mountains International Hotel Management School at Torrens University Australia ABN 99 154 005. RTO No. 41343 HEP No. 4449. CRICOS Provider Code: 03389E.

www.bluemountains.edu.au

they act as an industry consultant that will identify a question or problem that their employer has – and they’ll go through the appropriate approvals to conduct a Work–based Applied Learning Project.

“They see a market niche they want to capitalise on but they’re not sure how to approach that. Our students, through the program, have acquired all the necessary research and applied skills to be able to do that through the appropriate channels and to design their methodology around a suitable approach.”

William Angliss Institute Associate Dean of Higher Education, Andrew Dolphin, said research projects offered to its Masters students do not currently involve direct industry involvement.

Intakes for Post–Graduate studies occur at all three major institutions, either twice–yearly or quarterly. n

PEOPLE

ON THE MOVE Your update on the latest key personnel movements across the hotel industry

Hilton Hotels and Resorts Australasia VP, Heidi Kunkel, has joined the National Board of the Accommodation Association of Australia.

Bringing 20 years in the hospitality industry to her new role, Kunkel says she is set on applying her experience and expertise to help the AAoA to advocate the benefits of career opportunities in the sector to students and up–and–coming young professionals. The latest addition comes in the year Hilton celebrates its 100th birthday.

Returning to familiar pastures in Fiji is the new General Manager at Outrigger Fiji Beach Resort, Darren Shaw. Prior to his most recent position with Centara Hotels in Thailand, Shaw held the role he has returned to, albeit back when the property operated under a different name. A former HM Award winner for South Pacific General Manager of the Year, Shaw will report directly to Outrigger Hospitality Group CEO, Jeff Wagoner.

The newly former NSW Board at Tourism Accommodation Australia has elected Antony Page as its new Chairman. Page is the General Manager of the Sydney Harbour Marriott and was elected to the position unopposed and will serve on a board featuring many of Sydney’s leading hotels. Having recently relocated offices and welcomed Michael Johnson as its CEO, Page’s appointment kicks off a new era for the TAA in NSW. Travel industry relationships and corporate accounts for Best Western Hotels and Resorts are now being handled by Philip Hancock, having recently been appointed to the role. No stranger to the travel trade and the accommodation sector, Hancock has held senior account management roles with companies including GDS tech platform Travelport and Egencia (Expedia’s corporate arm) and a lead partnerships position with Hotelbeds.

Multi–generation Melbourne family business Zagame’s – a long–time leader in the city’s pub scene – has appointed Adam Taloni as General Manager of its maiden boutique hotel, Zagame’s House. Formerly of Ovolo Hotels, Mantra Group and Vanity Group, Taloni brings two decades of experience to his new role overseeing the Lygon Street establishment as it carves out its niche into the city’s booming boutique network.

Long–serving Hilton veteran Todd Grierson, highly familiar with northern

Australia, has commenced in his new role as Cluster General Manager of DoubleTree by Hilton’s three properties in the Northern Territory. Backed by his highly capable team, Grierson will oversee DoubleTree by Hilton Darwin, DoubleTree

by Hilton Esplanade Darwin and DoubleTree by Hilton Alice Springs. Beginning as Assistant Restaurant Manager at Hilton Cairns 16 years ago, Grierson has worked his way up and will now apply his customer service skills to ensure the continued success of the brand in the NT. 50 HM The Business of Accommodation

Lancemore Group has bolstered its culinary ranks at two of its key properties, with a pair of high–profile recruits set to oversee the ongoing development of the resorts’ gourmet dining experiences.

At the helm of Joseph’s Restaurant at Lancemore Mansion Hotel is David Green, who brings training from multiple Michelin starred restaurants across Europe and will develop the restaurant’s four and six–course tasting menu. Over at Lancemore Lindenderry Red Hill, a new Executive Chef in Adam Beckett will drive the informal elegance of The Dining Room by emphasising natural ingredients and regional character.

Onyx Hospitality in Asia has appointed home–grown Aussie, Paul Halford, as the new General Manager at OZO Phuket. Bringing two decades of industry experience with various Radisson properties in Australia, the South Pacific and Asia to his new role, Halford joined the team prior to the hotel’s opening in June, leading it through final development and construction and on to welcoming its first guests.

The Kate Beach property features 255 rooms and is positioned close to the region’s vibrant tourist scene.

Relocating to Australia from London, Mark Sainsbury has taken on the role of Executive Chef at Park Hyatt Melbourne. Bringing 25 years of culinary experience to the role, Sainsbury continues his journey and career path within the Hyatt Hotels Corporation. Highlighting seasonal produce, the hotel’s new curated menu designed by Sainsbury will seek to attain similar accolades to the critical acclaim achieved at The Montagu Kitchen in his native UK. Based in Singapore, Derek Goh has taken on the responsibilities of Vice President Legal and Compliance, Asia for Wyndham Destinations Asia– Pacific. Goh will report to Liz Collinson and will provide strategic advice on corporate acquisitions, franchising, commercial contracts and more. Goh joins from his most recent role with Straits Real Estate. n

Save the Date

AHICE IS RETURNING for its 11th year!

6-7 MAY 2020 GRAND HYATT MELBOURNE

Sponsorship enquiries contact Adam Daff at adaff@intermedia.com.au Speaking or ticket package enquiries contact James Wilkinson at jwilkinson@intermedia.com.au www.ahice.com.au

is back!

Diamond Sponsor

Hosted By

Diamond Sponsor

5 MAY 2020 Colocated with AHICE

SUPERRATINGS PLATINUM 2019 MYCHOICE SUPER

SUPERRATINGS PLATINUM 2019 PENSION

10

10 YR PLATINUM PERFORMANCE 2009–2019

MYSUPER OF THE YEAR FINALIST 2019

CAREER FUND OF THE YEAR FINALIST 2019