2017
Australasia’s Finest Winners have been announced for the 2017 HM Awards
THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol. 21 No.5 Bi-monthly October 2017
Hilton’s WORKPLACE RULES How Hilton is setting the benchmark as one of the best hotel companies to work for in Australasia
Hot brands
Why the select service sector is proving popular for development
New Zealand flying
How the NZ hotel market has become the hottest in Asia-Pacific
Top acquisitions
Hotel chains are being snapped up as Australian market soars
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contents Bi-Monthly – October 2017
20
Features.
Check In.
54 HMQ&A
06 Inside Word
One on one with Marriott International’s Asia-Pacific President and Managing Director, Craig S Smith
56 General Manager
Interviews with the GM of the Year winners at the HM Awards
60 Development
An in-depth look at select service brands
65 Hot Products
What’s hot for hotels in October
28
The editor’s letter
08 News
What’s made headline news in the hotel world across Asia-Pacific
20 Development News Interviews, news, profiles and new developments
66 Concierge Corner Interviews and news from Les Clefs d’Or Australia
2017
Australasia’s Finest
Winners have been announced for the 2017 HM Awards presented by Sealy Posturepedic THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol. 21 No.5 Bi-monthly October 2017
Hilton’s
WORKPLACE RULES How Hilton is setting the benchmark as one of the best hotel companies to work for in Australasia
Hot brands
Why the select service sector is proving popular for development
New Zealand flying
How the NZ hotel market has become the hottest in Asia-Pacific
In-room luxe
Bathroom amenities are on a higher quality than ever before
On the cover. 18 Hilton Worldwide. Why the Hilton brand is taking a worldwide lead. Photographed exclusively for HM at Hilton Sydney. A Hilton Worldwide promotion.
60 10 hotelmanagement.com.au 5
insideWORD
Australasian hotel industry performance skyrockets
Hotels on both sides of the Tasman are having a truly stellar year as the Australian and New Zealand hotel markets continue to post record numbers. As this issue of HM went to press, STR revealed Australia’s hotels had the best first half performance in history, out-doing any January-June period ever recorded. For H1 2017, Australian hotels recorded an occupancy of 74.5 per cent (up 0.5 per cent), Average Daily Rate was up 1.5 per cent to $184.97 and RevPAR was up 2.0 per cent to AUD$147.81. “While these figures indicate steady growth, it is important to note that these increases occurred at the same time as a 1.7 per cent growth in supply,” STR said. STR attributed the performance to Australia’s record 4.2 million international visitors during the first half of 2017, which resulted in a 7.2% increase in visitors compared with H1 2016. Australia’s hotels will want that surge in international travellers to continue, with approximately 30,000 rooms set to enter the market over the next five years and of those, 9,200 are currently in construction. Pressure to perform will come at the top end of the market, with 38 per cent of rooms currently in development falling in the luxury segment while 25 per cent are in the Upper Upscale segment. Across the Tasman, performance was the major talking point at the 2017 New Zealand Hotel Industry Conference (NZHIC), with STR revealing to HM that Auckland, Queenstown and Wellington are posting phenomenal numbers. Auckland has been the major standout, as the June 2017 figures showed, with Average Daily Rate (ADR) up 26.3 per cent and Revenue Per Available Room (RevPAR) up 27.5 per cent up compared to the corresponding month last year. For a full report on NZHIC and New Zealand hotel performance, see page 14. Also in this issue, we celebrate the 2017 HM Awards for Hotel and Accommodation Excellence presented by Sealy Posturepedic with a special 32-page feature on the winners, highly commended recipients and highlights from the night. The HM Awards in 2017 saw a record crowd of over 720, the most entries ever (over 3000) and the most funds raised for a charity (AUD$55,000) in what was our 15th year hosting the event. They are all very proud achievements for the entire HM team and our special feature starts on page 28. Enjoy the read and I look forward to your feedback. Yours in hospitality, Q&A
the c Hotelier of received on winning Asia-Pacifi how as the award Congratulations HM Awards… Year at the 2017 Hotelier ? the Asia-Pacific amongst colleagues
Q&A
I
it’s one Hong Kong and today at the W of the Starwood takepart We’re here chatting acquisitions as your more recent companies not transition going? two incredible over. How is the
great talent.
getting from interest are you What kind of a huge pipeline You have got coming and of new hotels nt teams are the developme than ever. signing more saw the owners Interestingly, we announced this as soon as the benefits on it and they saw the bottom line the top side, on them very quickly for profits for continues and so our pipeline a lot of we have to grow. And have owners interest and we Starwood that were traditional now asking owners that are legacy Marriott Marriott about versa. brands and vice
owners at present?
going in Asiae, how is everything changes? In terms of performanc as a given all of the year. Last year, Pacific, especially have had a great start to the really has been
to acquire you were able transition at the talent side, When you look from Starwood. How is that some great talent those staff members? that you have for road anytime coming along
in the different are some bumps bringing two Really good. There because you’re that. But we’ve of companies an integration to work through and they’ve and we continue got great leaders cultures together company and embraced our continue to I think our folks and the new ideas embrace them with them. they’re bringing
Dedicated TO SUCCESS
General Managers
carries an incredible halo brand that great Hotels. W is a that we also see St. Regis and W part St. Regis is one to grow in this the brands and which continues image across all in the luxury space, growth potential of the world.
IFIC
TO ASIA-PAC
of Asia Managing Director al’s President and Asia-Pacific Hotelier of the Marriott Internation named to talk about the S SMITH, was sat down with him much more. Pacific, CRAIG and HM Awards. HM Year at the 2017 ce, Chinese outbound travellers award, performan in Hong Kong By James Wilkinson
54 HM The
Business of Accommodati
you so much here luxury space excite Why does the c? may go on business for people that in Asia-Pacifi same time here. It’s aspirational tears. But at the Well, it’s huge or the moderate and even at select service in luxury hotels trips and stay that want to stay or when they growth of folks to go on vacation, there’s a huge wants to save up the younger generation a luxury products today. to stay work they want
potential to you have the c, such as brands growing, In terms of the global brands into Asia-Pacifi the bring more of in Japan. for us. We’re and that’s exciting Moxy which debuted
here in Moxy in Japan of our 30 brand Yes, we just launched we have 20 out but there’s still the brands and some others in, continue to grow still room to bring have today. Asia-Pacific. There’s to grow the brands that we room there’s plenty of be
market If you look at markets segments, which business segments like been solid and leisure have for you?
is actually The leisure segment than business growing faster in the world. travel everywhere in the United It’s happening in Asia Pacific. States and here of the outbound And for most it’s really it’s Chinese travellers, leisure. Interestingly, to Interviews by James Wilkinson really about me about fiveif you had asked have in resorts I would travellers to would we see Chinese big cities because they want seven-years ago of the Asiatravel to most destinations in said no, they only one of the resort today, in every is China. go shopping. But one source market Pacific, the number
and for the time for Marriott ions on is an exciting time and congratulat Craig it certainly Thanks for your region as well. it. n once again. a privilege to receive the HM Award Thank you. Again
it was an honour
HM flew to Hong
and
has over 80 PACIFIC, which Kong with CATHAY Melbourne, Brisbane, Perth, from Sydney,
Kong A350s thatof the Year winners: Hongthe new futuristic HMflights sits down with HMOnboard AwardstheGeneral Manager a week to and better Cairns and Auckland. mood lighting WiFi, Resort Adelaide, SCOTT WALTON from Wyndham Denarau Island Fiji, PHILIP HILTON from routes, expect inflight flatbed suite-style operate on several
Business Class,
in CLINTON FARLEY Novotel and ibistoWellington, and craft beer from Radisson on Flagstaff reduce jetlag, and continues to wines and a new cabin pressure Sheraton also cuisine, Gardens Melbourne to find outpremium the feet. secrets to their success. and western legacy brands, standpoint too, seats, Chinese In terms of the development for drinking at 35,000 brand from a called Betsy, brewed a very popular hotels and we Congratulations on winning an HM Award… how How is business at present and what are your www.cathaypacific.com requests for new doesn’t it? we have a lot of brand image was the award received amongst colleagues? expectations for the remainder of the year? certainly is and has built a great Sheraton Sheraton for a lot of them. on the product continue to open doing is working and what we are over the years Scott Walton
on
Philip Hilton
Clinton Farley
5 Resort Denarau Island is a little Scott Walton: I have received glowing praise from SW: Wyndham ent.com.au 5 hotelmanagem fellow Wyndham colleagues via email, Facebook, unique in that it operates year-round at capacity. We LinkedIn and WhatsApp – a literal bombardment of the have an extensive sales and marketing team that ensures inbox and string of ring tones as each app started to ding. occupancies never falter. The entire Wyndham team It was very nice to receive congratulations from several of contributes to the overall success of the property. 2017 will the nominees, all whom I have the highest respect for in see another record year for Wyndham Denarau Island. the industry in the South Pacific and Fiji. I must say it PH: The seasonality of Wellington has delivered a was extremely humbling to receive the award with such a challenging winter period, however as we move into prestigious list of finalists. spring we have the unwrapping of Sofitel Wellington Philip Hilton: I was genuinely truly surprised, and the success of the work we’ve been doing to establish especially due to calibre of other finalists, however in and position the newly refurbished Grand Mercure reflection, it’s our teams in Wellington across the four Wellington to look forward to. hotels that work tirelessly and at times in challenging Whilst we are not complacent, Wellington and unique situations. I’m very lucky to work with such traditionally has a strong final quarter and I expect this to talented and dedicated people. The feedback has been be the case again this year. remarkable and really has highlighted what an engaged CF: The hotel has experienced a solid year of industry we work in. performance against expectations with a cracker August Clinton Farley: Wow, what a response it’s been since just complete. Having said this, Melbourne like many the night of the awards and from a global audience as parts of Australia has seen an influx of short-stay and well. The HM Awards are truly the key industry awards unregulated offerings coming to market. Whilst this for Australasia and the Pacific, recognising the efforts has seen some impact to ADR over peak event periods, of industry leaders from the foundations of our industry the market has acclimatised fairly-well and occupancies up. Being recognised as Australian General Manager of have maintained steady. The last few months of the year the Year, I have received congratulatory messages from are appearing strong with key events such as the AFL industry contacts throughout Australia, New Zealand and Grand Final, Spring Racing and the Ashes to see the internationally. A post I put up on LinkedIn following year out before we all sit back with a glass of champagne the awards was viewed 26,000 times within three days. and fireworks to welcome in another impactful year of Absolutely amazed and flattered. hospitable visitor experiences!
James Wilkinson Editor-In-Chief HM magazine and hotelmanagement.com.au 56 HM The Business of Accommodation
Publisher
Bonnie Tai
Deputy Editor
6 HM The Business of Accommodation
Adam Daff
Group Sales and Sponsorship Manager
James Wells
Editor-In-Chief
James Wilkinson jwilkinson@intermedia.com.au
Deputy Editor
Bonnie Tai btai@intermedia.com.au
Group Sales and Sponsorship Manager Adam Daff adaff@intermedia.com.au
Editorial contributors
Sally Attfield, Carol Giuseppi, Howard Kemball, Peter McBrearty, Richard Munro
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General Managers What makes your property so unique in your opinion and what are some of the key things that you’re doing to both keep guests returning and attracting new guests?
SW: Our unique selling point is the Fijian people and we let them do what they do best. We have a highly dedicated and stable team at the resort who welcome guests in such a genuine manner that they never want to leave. When it comes time to go home many are already looking at dates for their return trip. Testament to this is that we are holding an average occupancy rate of 89 per cent across the next 12 months. Keeping the team energised and focused on offering our guests exactly what they are looking for is key. One of the beauties of having a full hotel year-round is that the team has been built in a manner to always offer consistent and memorable holiday experiences, enabling us to maintain the highest level of customer satisfaction. PH: Across all of our hotels I truly believe that it is our people that are at the heart of what brings success to a hotel, placing guest engagement at the forefront. Novotel and ibis Wellington have a strong loyal corporate and government dominated guest base who are really looking for the home away from home consistent experience, and that’s what we strive to deliver. The infrastructure around loyalty continues to evolve and this continues to be a key driver in allowing us to better understand our guests and their preferences. We have listened to our guests and their sentiment that in-room entertainment and WIFI is one of the highest valued expectations. As a result we have reviewed and invested in this space. CF: Radisson on Flagstaff Gardens is one of those Melbourne icons that has been in market for almost 20 years. In fact, February 2018 will see the hotel celebrate this milestone birthday. The location of the hotel offers the best of both worlds; within the CBD, immediately adjacent to one of the city’s most beautiful open-space recreational gardens, on the free tram route and within a few hundred metres of the metro and Queen Victoria Market. The hotel focusses on the little touches whilst ensuring each and every stay is a memorable one for all the right reasons. We do things differently and empower the team to think outside the square, driving both ownership and engagement with a Yes I Can! service focus. Integrity, leadership, caring, giving our all and never giving up are the foundations of welcoming many guests back over the years as regulars. Fluid hotel updates have been a key focus over the years as is an exciting full rooms refurbishment planned for 2018.
F&B is a key focus for the property… what are your standout outlets and how are you ensuring a top-notch offering on a consistent basis?
SW: Consistency is crucial. Reading your demographic and delivering what guests want is important too. Location and variety certainly make the job a little less difficult. The Beach Shack Bar and Grill is situated beach side so guests can enjoy breakfast, lunch and dinner with a water view or cocktails at sunset as the Fijian sun drops below Malolo Island. Mamacita Mexican Bar and Restaurant is an icon on Denarau Island, featuring exquisite Mexican fare, and it boasts a Lovo on Tuesday nights. Mamacita is frequented as much by our guests as it is by the surrounding hotels’ guests. I would highly recommend it for a great value and fun dining experience. A handy tip is to ask the Mexican chef for something authentic from his hometown. Brace your taste buds. PH: At Novotel and ibis we understand the importance of a good healthy breakfast offering is a key driver of guest satisfaction across all segments of the business. Breakfast variety, quality and consistency is highly scrutinised and we are competing with Wellington’s abundant café scene. Our focus on this part of the business has seen capture rates and guest satisfaction scores improve. CF: Food and Beverage plays an important part in the hotel’s overall guest experience journey. When I refer to experience journey, each and every guest is on a journey of touchpoints throughout each and every stay. At Radisson on Flagstaff Gardens Melbourne the hotels’ flagship Restaurant and Bar is HQ’s on William, named in honour of the building which was initially operated as the Police Headquarters for the top end of Melbourne CBD. Topnotch service is a clear focus as the team are encouraged to create memorable moments at each touchpoint. Within Food and Beverage, the team receive regular training and development, guest feedback is monitored closely as well as recruiting the services of a mystery shopper program to fine tune at every available opportunity. hotelmanagement.com.au 57
MEET THE HM TEAM…
James Wells
Publisher
In association with
we and I’m very happy… was ‘better together’ We have great internal tagline is just booming. company our we first quarter. Asia-Pacific RevPAR has been up and an incredible Our of the are doing well. to attract some talent. The hotels as we are, be able large a company continue to, as best talent.
Starwood Which of the a buzz for brands creating you at the moment?
arCESriS ott Leading MSUC
Simon Grover
more and bring in some it up a little bit Sheraton. we want to lift Sheraton because excited about growing brand. We’re really growth for the
of receiving and the privilege learn that my had the honour was humbled to HM Awards and outstanding It is due to the of the Year at the that voted on the outcome. our hotels across the region industry peers in all events like this. all our associates contribution of award at prestigious receiving the top results in Marriott of
together but itself is great – We really brought It’s going great. brand perspective together perspective – the and we brought just from a brand great loyalty programs we brought together
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News, Interviews, Opinions, Reviews
Art Series sold to Mantra Group
Art Series Hotel Group CEO and Founder, Will Deague
8 HM The Business of Accommodation
Art Series Hotel Group is set to be acquired by Mantra Group for AUD$52.5 million, with the hotel names and brand set to stay in operation. Joining Mantra Group will be The Cullen, Prahran, Melbourne VIC; The Larwill Studio, North Melbourne VIC; The Olsen, South Yarra, Melbourne VIC; The Blackman, St Kilda Road, Melbourne VIC; The Chen, Box Hill, Melbourne VIC (which is currently in the final stages of construction and was expected to open in November 2017 when HM went to press); The Johnson, Spring Hill, Brisbane QLD; and The Watson, Walkerville, Adelaide SA. Each hotel is inspired and dedicated to Australian contemporary artists, infusing the namesake artists’ works and personality throughout the hotel to create unique artinspired experiences. Mantra Group says settlement of the acquisition is expected to be completed in late 2017, subject to closing conditions. One upcoming hotel, however, wasn’t included in the deal and this also won’t mean the Deague Group will stop developing hotels, HM can reveal. Speaking exclusively to HM, Deague Group CEO, Will Deague, said the acquisition does not include the Deague Group’s upcoming ‘six star’ hotel at Brisbane’s Howard Smith Wharves and more projects will be developed in the future. “Going forward we will continue to develop high end boutique hotels such as the current 165 room hotel under construction on the river in Brisbane as well as residential and commercial assets,” he told HM. Deague said he was proud of what Art Series had accomplished since he came up with the concept of the company in 2001. “Over the past decade we have been deeply passionate about growing the Art Series Hotel Group around Australia and hosting millions of art-inspired experiences for guests,” he said. “The hotels have achieved countless accolades and awards and are regularly noted on the hottest hotel lists in Australia and overseas. “We are very proud of what our team has achieved and are excited to hand over the brand to Mantra Group who will build the brand to future success.” Deague told HM Mantra Group have confirmed it will be business as usual for Art Series Hotel Group and all agreements with namesake artists will remain unchanged and the new owners will focus on fostering new relationships with artists for future hotel properties. It is on the back of the strength of the brand in the market, Mantra Group says, that each hotel will continue to operate under the Art Series brand and more properties could be added to the portfolio. Mantra Group CEO, Bob East, said the deal represents a sizeable addition to Mantra Group’s already expansive Australian portfolio. “This acquisition enhances our existing portfolio and presents a unique opportunity for Mantra Group to increase its footprint across three key locations (Melbourne, Brisbane and Adelaide) in a single transaction,” he said. “And we have arrangements in place that should deliver new Art Series properties into the future.”
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News
Vale Val Cook:
REMEMBERING A HOTEL INDUSTRY LEGEND
The hotel industry is in mourning, following the passing of Val Cook, Alumni Manager, Ambassador and Vice Principal at Blue Mountains International Hotel Management School (BMIHMS) for the past 26 years. BMIHMS Alumni Chair, AccorHotels’ Vice President Operations NSW/ACT, SCOTT BOYES, shares his memories of a legend, a mentor and a great mentor and great friend. I met Val ‘Chef’ Cook for the first time in February 1992. I was straight out of school and sitting in the dining room of the Blue Mountains International Hotel Management School. It was day one of my post school career and I didn’t really know if I belonged or if I had made the right choice. I was apprehensive, nervous, and excited, while unsure of what my future career could look like. As we sat, eager for the day to commence, a tall man made his way to the lectern. He was introduced as Mr Cook. He was immaculately dressed and was commanding and caring at the same time. He spoke with a strong voice on teamwork, excellence, service and getting the best out of yourself. He spoke with a passion for the industry and with genuine care for all of us; I was hooked from that moment and have been ever since. He made me feel I belonged here and from what I have read since his passing, he made many others feel that way too. Following my time at the Blue Mountains International Hotel Management School, no matter where I was, Val would always make the effort to keep in touch. He would arrange Alumni events and had a wonderful knack of bringing people together in such a genuine and caring fashion. When Val held an event, no one was ever left out and everyone always felt welcome and included. As a result, over the years he built a network of hospitality professionals across continents, companies, brands and age brackets that would rival any other. More recently in our catch ups I enjoyed discussing the state of play, how things were and how things should be. We did not always agree, however I always appreciated that Val trusted me enough to share his
Rest in peace: Val Cook
point of view. I always came away from our conversations a little wiser and better for the experience. For many of us, Val was a link to where we’ve come from and how far we’ve come. He has seen us grow and grow up, and as a result the bond formed between us is a special one. He was always there in the foreground connecting us and in the background cheering us on. His commitment to me from February 1992 until August 2017 has evolved from teacher to disciplinarian, to mentor, to friend. Val leaves a wonderful legacy to the global and local hospitality industry and I am convinced he is still there bringing us together and cheering for us all. Mr Cook, your job is now done. We have all grown up, you can rest easy knowing we will be OK. We are all so much better for knowing you. Thank you for everything you have done for us all, you leave behind a wonderful legacy and will be greatly missed.
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Mantra staff supporting Citizens of the Great Barrier Reef
Mantra joins quest to preserve Great Barrier Reef Mantra Group’s North Queensland properties have signed on for the launch of Citizens of the Great Barrier Reef, actively joining in the quest to take reef preservation to the international stage. All 16 Mantra Group properties from Port Douglas to Hervey Bay have pledged their support for the launch of Citizens of the Great Barrier Reef – the initiative’s largest number of properties to sign on from any one Group (to date). Mantra Group Regional General Manager, Winston Hall, said reef protection and its health is very important to Mantra Group team members and guests, given the Group’s wide range of properties along the East Coast of Queensland. “As the largest accommodation provider in the state, we see this initiative as an amazing opportunity to become advocates for the
protection and health of the Great Barrier Reef through education, conservation and tourism,” he said. The Group’s North Queensland Peppers, Mantra and BreakFree resorts will be utilising the initiative’s tourism toolkit to feature Citizens of the Great Barrier Reef collateral and videos in hotel lobbies, guest rooms and staff rooms to generate awareness and encourage participation in the initiative. Team members in the region are also being encouraged to share their own ideas on ways to protect and enhance the Great Barrier Reef. “We want to be a leader in the industry in this area and take our role in assisting reef protection for future generations very seriously,” Hall said. “I think a lot of people want to help, they want to protect the reef, but they’re unsure what to
do. If we can empower our guests and team members to do one thing for reef conservation, it all adds up.” Citizens of the Great Barrier Reef Chief Executive Officer, Andy Ridley, said they’re aiming to have as many boats, hotel rooms, shuttle buses and booking forms proudly displaying the Citizens logo. “This will coincide with the unveiling of the Citizens Gateway sculpture in Cairns, and the launch of our new website encouraging people around the world to join us and take action to secure the future of the Great Barrier Reef,” he said. “We’re thrilled Mantra Group has signed on for the cause, helping to spread the important message of preserving the Great Barrier Reef for current and future generations.”
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An artist’s impression of Emporium Hotel Southpoint
Top environmental tick for new Emporium Hotel Before it has opened, the new flagship Emporium Hotel Southpoint is drawing an acclaimed line in the sand, having just received EarthCheck Design Certification, the first project in the country to achieve such status. Achieving EarthCheck Design Certification places the new hotel in a unique worldwide group of sustainable buildings that are certified to the internationally recognised EarthCheck Building Planning and Design Standard, with the exclusive EarthCheck science inside. Sister to the multi-awarded Emporium Hotel in Fortitude Valley, Emporium Hotel Southpoint will open in mid 2018, and feature 143 luxuriously appointed suites, Belle Epoque Patisserie, restaurant and Sky Bar, overlooking the spectacular 23-metre infinity edge pool with views to Brisbane’s CBD and beyond. Located in the same tower as the hotel are 217 premium residential The 70s Glam Studio at The Star in Sydney
THE STAR’S NEW IMMERSIVE SYDNEY SUITES The Star Sydney has launched three immersive spaces to stay and play called ‘The Studios at The Star’, each with their own unique inspiration. The development of The Studios has been a passion project of The Star Sydney’s General Manager of Hotels, John Autelitano, and he says whether guests step into the sumptuous retro wonderland of the 70s Glam Studio, the sci-fi chic Cyberpunk Studio or thrillingly passionate Dark Romance Studio, their sojourn at the Studios “will take then beyond the here and now, to their very own private playground”. Autelitano says these rooms provide not only luxurious accommodation, but also create an experiential stay. The Dark Romance Studio is a couple’s haven whereas the 70s Glam and Cyberpunk Studios offer an unprecedented experience where you can entertain friends, colleagues and family. Part penthouse, part suite, he says the Studios rise beyond the confines, providing a dash of opulence, attitude and showbiz. Each room is abundant with ways to play, from the latest in virtual reality gaming, to a karaoke lounge that have been brought to life in exquisite detail by means of tomorrow’s technology and superior craftsmanship. Autelitano says The Studios at The Star are a world away from reality, but carry all the benefits of The Star’s premium in-house services, with their dedicated staff and world-class catering available on request. “The Studios at The Star are a culmination of the very best in experiential hotel stays I’ve experienced from around the world,” he says. “The rooms are designed for guests looking for a hotel experience like no other. There really is nothing like it in Australia.”
12 HM The Business of Accommodation
apartments, with owners enjoying exclusive access to Emporium’s services. Of achieving the EarthCheck Design Certification, Anthony John Group Managing Director Tony John said it was a very proud moment, and one of many to come as the hotel nears opening. “This is an achievement we are all incredibly proud of. We created this building from the ground-up with a vision to deliver a hotel and precinct unlike any other in Brisbane, and achieving this design certificate brings with it global recognition, credibility, best practice performance markers, cost reductions and clever building benefits. We are very excited, and with our builder, Hutchinson Builders, we thank everyone who has been part of the journey so far,” he said. “Like its sister at Fortitude Valley, we expect Emporium Hotel Southpoint to create new pathways for tourism and service when we open next year.”
Melbourne to host global Lions Clubs Convention Melbourne continues to dominate in the business events sector, securing the Lions Clubs International Convention 2024 (LCIC24) forecast to be the largest conference ever won for Victoria, and anticipated to deliver $84.4 million in economic contribution for the state. This mega event for Melbourne will see 13,000 Lions Club members from around the globe meet in Melbourne for the five-day annual convention in June 2024, to be held at the Melbourne Convention and Exhibition Centre (MCEC). The LCIC24 will result in 48,000 room nights for the city, equivalent to filling every single hotel room across Victoria for one night, and will create 550 jobs. Melbourne beat six global cities to secure the conference, with Victoria’s Minister for Tourism and Major Events, John Eren, stating that Melbourne is setting the pace when it comes to securing and delivering business events. “Melbourne has an enviable reputation for hosting world class events, attracting the highest number of attendees for conferences held in Melbourne,” he said. “Our investment in the MCEC expansion is already paying dividends to the state by bringing more major events to Victoria, delivering more money and creating jobs for Victorians.” Through a partnership with the Victorian State Government, City of Melbourne and Lions Australia, Melbourne Convention Bureau (MCB) steered the proposal to secure the event for Melbourne.
The Lions Clubs International Convention 2024 will be a huge boost to Melbourne
News
New Zealand’s hotel market is the best performer in Asia-Pacific
New Zealand’s hotel sector soars
New Zealand’s hotel market is experiencing a ‘golden era’ as performance continues to soar across the nation. The hot markets of Auckland, Queenstown and Wellington were the top topics at the 2017 New Zealand Hotel Industry Conference (NZHIC) in Auckland on July 20, with operators from all major brands reporting solid results. “Auckland and Queenstown are ‘flying’ right now,” AccorHotels’ Senior Vice President Operations, Accor New Zealand, Fiji and French Polynesia, Gillian Millar, told the 500 delegates at NZHIC. The latest statistics from STR obtained exclusively by HM show just how remarkable the New Zealand cities are, with Auckland, Queenstown and Wellington continuing post what are phenomenal numbers. In Auckland, June 2017 was up significantly on the corresponding month last year, with Average Daily Rate (ADR) up 26.3% and Revenue Per Available Room (RevPAR) up 27.5%. With occupancy only climbing 1% year on year, the rate climbs are huge – ADR was up NZD$42.83 to NZD$205.60 and RevPAR jumped by NZD$34.33 to NZD$159.10. In Queenstown, June 2017 saw ADR jump 16.8% and RevPAR was up 29.5%, while in Wellington, ADR was up 22.4% and RevPAR up 28%. In Queenstown, that related to ADR climbing NZD$25.63 to NZD$178.20 and RevPAR climbing NZD$29.62 to NZD$129.86, and in Wellington ADR rose NZD$38.25 to NZD$209.29 and RevPAR was up $35.78 to $163.45. On a year-to-date perspective, Auckland and Queenstown have been the strongest in all segments, jumping 18.4% and 15.4% respectively on ADR increases and 19.5% and 16.5% RevPAR rises. Staggeringly, Wellington and Auckland had the second and third best ADR across all Australasian cities during June with the exchange rate built in, coming in behind Sydney on top at AUD$207.02. Overall, New Zealand is the leading market across Asia-Pacific in terms of ADR and RevPAR growth. Wyndham Hotel Group’s President and Managing Director for South East Asia and Pacific Rim, Barry Robinson, told HM the key metrics continued to be “phenomenal”. “Both the global inbound and trans-Tasman numbers continue to be very strong,” he said. “The New Zealand market is really exploding at the moment.” Robinson is so confident about the New Zealand market he says Wyndham could add up to 20 properties to the company’s portfolio in the next 2-3 years. IHG’s Chief Operating Officer, Asia Middle East and Africa, Alan Watts, told HM New Zealand is performing strongly on the global stage. “The New Zealand market at present is one of the strongest markets in the region I look after, which is Asia Middle East and Africa,” he said. “Particularly Auckland in Queenstown that will finish the full-year in the early 90s in terms of occupancy. Those numbers are helping boost the market from an investment and development perspective. “New Zealand is seeing unprecedented demand from investors both offshore and onshore and recognizing that it is undersupplied and the future is bright,” Watts told HM. “So, we’re expecting to see both more transactions and potentially rebounds but also some more new product in the major centres. “Ultimately, Queenstown and Auckland are hot markets and have a lot of room for expansion,” he said. 14 HM The Business of Accommodation
Watts said the upcoming America’s Cup sailing competition in Auckland during 2021 would see a flurry of developments that would be completed in time for the major sailing event. “There’s a number of large investors in the Auckland market that are seeking to apply for predevelopment approval now and they all have that America’s Cup timeline,” he said. “So I think we are going to see an accelerated supply influx and it’ll all be timed for the America’s Cup to make sense of those investments,” he told HM. AccorHotels’ Vice President of Development – Pacific, Lindsay Leeser, was equally as buoyant from a new project standpoint, with the region’s largest operator also expecting significant growth. “It’s a very exciting time in New Zealand right now,” he said. “We are going through a ‘golden era’ at the moment… it doesn’t get much better than this.” On the back of strong markets nationwide, particularly in Auckland and Queenstown, interest in developing new projects has been positive right across the nation. New Zealand Trade and Enterprise’s Investment Manager, Paul Burnaby, said interest was solid from international investors and a new target has been set of generating 4,500 extra rooms nationally by 2023, something that is on top of the existing strong pipeline.
BED TAX SLAMMED BY NZ TOURISM MINISTER
New Zealand’s Tourism Minister Paula Bennett has slammed Auckland’s ‘bed tax’, calling it “not fair” for hotel owners. Speaking at the 2017 New Zealand Hotel Industry Conference (NZHIC) in Auckland, Bennett said the targeted-rate tax would have a major impact on the industry across the board. “I have made it clear that I don’t think [the tax] is fair,” she told the 500-strong audience. “But it’s not my decision to make as I’m not in local government.” Bennett said wide-ranging effects of the tax included detracting possible hotel investors in the city, which was experiencing an accommodation boom at present. “We need to be attracting further investment into Auckland and it [the tax] is not a way to do it,” Bennett said. “Ultimately, it is unfair and it is putting a burden on our hotels.” On June 1, Auckland City Council controversially approved the new, targeted-rate tax on hotel owners, which is based on the valuation of properties. The tax is expected to cost properties between NZD$1 and NZD$3 per room, night for motels and between NZD$3 and NZD$6 for hotels. Speaking exclusively to HM at NZHIC, IHG’s Chief Operating Officer, Asia Middle East and Africa, Alan Watts, said at this point it is not known if or how owners will pass on the tax to consumers. “It’s still at the provisional and lobbying stage, so it’s not yet clear as an industry how that’s going to be passed on,” he said. “My understanding is that it won’t be passed on in a bed tax environment in its current proposal as it is in some other countries, but it still largely remains to be seen.” The targeted-rate tax was a major talking point at NZHIC as it is coming at a time when Auckland’s market is booming and more rooms are desperately needed in the city.
Marriott is teaming up with Alibaba
MARRIOTT SIGNS JOINT VENTURE DEAL WITH ALIBABA Alibaba Group Holding Ltd and Marriott International have announced the establishment of a joint venture to redefine the travel experience for the hundreds of millions of Chinese consumers traveling abroad and domestically every year. The joint venture will leverage Marriott International’s global portfolio of brands and unparalleled hospitality expertise to revolutionize the travel experience as well as Alibaba’s digital retail leadership and its role as a gateway for international brands to reach over 500 million mobile monthly active users across its platforms. Drawing on resources from both Marriott and Alibaba, the joint venture will manage Marriott’s storefront on Fliggy, Alibaba’s travel service platform. It will also market directly to Alibaba’s customer base, provide a link between Marriott’s loyalty programs and Alibaba’s loyalty program, and support Marriott hotels globally with content, programs and promotions customized for the Chinese traveller. “We have long admired Alibaba’s digital expertise and deep understanding of Chinese consumers’ needs and behaviours,” said Arne Sorenson, President and Chief Executive Officer, Marriott International. “By forming this partnership, we are pairing our hospitality expertise with Alibaba’s digital travel platform, retail expertise and digital payment platform, Alipay, and driving membership to our loyalty programs. With the growing number of Chinese consumers exploring new destinations, this venture will introduce our hotels worldwide to this new and growing traveling class.” As incomes rise, China’s middle class is looking for higher quality products and travel experiences. This new venture is designed to satisfy consumers’ expectations for seamless, integrated, personalised, and convenient travel solutions that connect travellers directly to Marriott’s portfolio of international hotel brands. The travel industry is an important growth opportunity as China’s travellers are expected to take an estimated 700 million trips over the next five years. Marriott’s owners and franchisees globally will benefit from the joint venture by capturing a greater share of this growing Chinese travel market and lower distribution costs associated with the joint venture. “We are proud to join forces with Marriott International – combining our large-scale consumer base, leading-edge technology and consumer insights with their unparalleled hospitality expertise,” said Daniel Zhang, Chief Executive Officer of Alibaba Group. “Together, we are elevating and redefining the travel experience for Chinese consumers to be more seamless and personalized as they embark on adventures to discover the world.”
The only bed in Australia recommended by the ICA
For more information contact 1300 654 000 or visit ahbeardcommercial.com
hotelmanagement.com.au 15
Key News
AAoA praises Bob East’s appointment as Chair of Tourism Australia
Accommodation Association of Australia CEO, Richard Munro, says the appointment of Mantra Group CEO Bob East as the new Chair of Tourism Australia is fantastic news for the hotel industry. “The accommodation industry welcomes the appointment of Bob East as the new Chair of Tourism Australia,” Munro said. “It is tremendous to have a hands-on operator from the accommodation industry in this vital position. “As Chief Executive Officer of the Mantra Group – the second-largest member of the Accommodation Association of Australia – for the past decade, East has been at the forefront of innovative and cutting-edge growth in the accommodation industry, and tourism more broadly. “His many tourism leadership roles have helped to secure a number of positive outcomes for the industry and the Accommodation Association looks forward to this continuing. “In an increasingly competitive global marketplace, the role of Tourism Australia as Australia’s international destination marketing agency will become more and more important,” Munro said.
New Tourism Australia Chair Bob East
Michelle King
New addition to the AAoA management team
The Accommodation Association of Australia is looking forward to the year ahead with the recent appointment of Michelle King as National Membership Manager. Michelle says that she is “looking forward to the opportunities that lie ahead as the newly appointed National Membership Manager of the Accommodation Association of Australia”. “I am thrilled to join an organisation with such an outstanding reputation as the Accommodation Association, the peak industry body in the accommodation sector which includes hotels, caravan parks, serviced apartments, integrated resorts and motels in metropolitan, regional and rural Australia.” Michelle is responsible for growing the membership base; sourcing sponsorship opportunities and servicing the needs of the Association’s members across Australia. Over the past 25 years, Michelle has enjoyed a very successful career within the hospitality and tourism industry at a State and national level as well as overseas. She started her career as a sales executive in a small hotel and worked her way up to National Manager of Sales. Michelle has also worked in the training sector and lectured in the areas of tourism, management and business. In her previous role she was the executive officer for a state industry association. “The Accommodation Association has as its mission to be the voice for thousands of operators and related businesses in Australia,” said Michelle. “Being a national association, we have a good understanding of both the big picture and smaller regional issues.”
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PRESENTED BY
Exciting year ahead for the Accommodation Association The Accommodation Association of Australia (AAoA) has some exciting plans ahead for the coming year to facilitate increased and improved member engagement. A series of regional forums are currently in the works, with plans to visit towns and speak with members, to share the Association’s advocacy agenda, to gain a better understanding of member issues and to conduct educational workshops led by industry experts. The first regional forum was held in Ballarat on Wednesday 4 October and will be followed by a series of events with dates to be released later this year. Recently, members in Ballarat approached the Association to meet with the local accommodation operators and provide an update on our advocacy agenda with a focus on unregulated accommodation. The local operators were keen to be involved in the process of influencing Government to introduce a regulated structure. AAoA also invited the event manager for the recent Western Bulldogs versus Port Adelaide Football match played at the Mars Stadium, who spoke about the success of the game and provided an overview of the positive economic impact such an event brings to the region. In 2018, the Association will be establishing Advisory Boards in each State. Members have requested that AAoA increase its State focus and presence with local events and forums. The State Advisory Boards will identify local issues and set an agenda platform to address these.They will also play an active role in setting the event program for the local members. AAoA will continue to be the voice of the industry, providing a range of services that deliver true benefits to the accommodation operators that form this dynamic sector. The AAoA team looks forward to meeting with many of its members and working together in the coming months. Exciting times are ahead for the accommodation industry in Australia. The recent International Visitor Survey results, conducted by Tourism Research Australia , revealed Australia’s tourism industry continues to grow at a strong rate, resulting in significant contributions to state and regional economies across the country.
Speaking on behalf of the industry, the Accommodation Association of Australia CEO Richard Munro said: “The Tourism Research Australia figures, which predict there will be 15 million international visitors to Australia in 2026/27, representing growth of 75 per cent on 2016/17, should increase business confidence. “Our industry goes from strength to strength, reflecting the exceptional product experiences, strong investment, and long-term commitment to tourism made by the accommodation sector which has significantly contributed to making Australia a top destination for international visitors,” Munro said.
For more information on the Association’s upcoming forums and other plans for the future, contact Michelle King, National Membership Manager on michelle.king@aaoa.com.au or 0425 767 867.
AAOA RELOCATES HEADQUARTERS IN SYDNEY AND OPENS NEW MELBOURNE OFFICE
The Accommodation Association of Australia is growing. We are now located in three states with the opening of our Melbourne office in August. We have also relocated our Head Office in Sydney.
THE OFFICE LOCATIONS ARE AS FOLLOWS: Head Office & New South Wales
*Suite 401, Level 4, 105 Pitt Street, Sydney NSW 2000.
Victoria
*Level 27, 101 Collins Street, Melbourne VIC 3000.
Queensland
*Suite 8, 37 Bundall Road, Surfers Paradise QLD 4217
Member Enquires (all offices): 1300 304 397
hotelmanagement.com.au 17
Cover Story AN ACCORHOTELS PROMOTION
Hilton’s WORKPLACE RULES How HILTON is setting the benchmark as one of the best hotel companies to work for in Australasia.
18 HM The Business of Accommodation
A HILTON PROMOTION
L
ast month (September 2017), Hilton was ranked as one of Australia’s best companies to work for by the Great Place to Work Institute, an accolade dedicated to companies with exceptional workplace cultures. Placed third on the top 50 list, this achievement bears testament to Hilton’s leading employment practices that provide Team Members with great work environments, careers and rewards to ensure they thrive in all that they do. Hilton believes that their Team Members’ commitment and dedication is what makes them the most hospitable company in the world, and in return, they aim to provide their Team Members with the world’s most hospitable workplace. With this in mind, Hilton have evolved their Team Member value proposition Thrive@ Hilton, focused on enabling their Team Members to grow and flourish in Body, Mind and Spirit. As a company, Hilton will continue to invest in their Team Members’ wellbeing and evolve the way they work and lead – in order to create space for what matters most: inspiration, creativity and meaningful connections. Hilton in Australasia’s Senior Director of Human Resources, Richard Todd, understands the importance of fostering and rewarding Team Members. “The hospitality industry is as exciting as it is diverse, so to continue to grow and sustain a talent pool across a wide range of functions and capabilities can be a challenge,” he said. “We understand this and know that by creating an environment where Team Members can thrive ensures they are motivated, passionate and dedicated to the company and therefore will deliver the best guest experience possible.” As a company that employs more than 1,300 people in Australia, across its 12 hotels and the corporate office, the diverse and rewarding opportunities available to Team Members are industry firsts and something that Hilton really pride themselves on.
FLEXIBLE WORK PRACTICES
Hilton have implemented a number of flexible work practices which allow for customisation and personalisation in order to meet the distinct needs of each Team Members’ lifestyle, their location and their role to encourage work/life balance. Key practices implemented include: • The ability for Team Members to work from home, as a one off arrangement or as an ongoing arrangement; • Casual dress code in the corporate office, with a ‘dress for your day’ concept and the flexibility for hotels to make decisions around dress codes for front and back of house areas; • One-off appointments – no requirement for Team Members to use annual leave for one-off personal appointments that matter; • Email management – office bound Team Members no longer have the requirement to respond to emails after 5pm on a Friday or before 9am on a Monday, all urgent matters that need addressing during these times are handled via phone or messenger; • Paid parental leave for all Team Members including casual Team Members, based on the hours they work; • Core working hours have been identified between 10:00am and 3:00pm; and • Compressed workweeks for hotel-based Team Members
Hilton believes that their Team Members’ commitment and dedication is what makes them the most hospitable company in the world. RECRUITMENT PRACTICES
Hilton believes that for their Team Members and guests, the Hilton experience starts with a dream. To ensure they support their Team Members in achieving their career dreams, Hilton have implemented internal recruitment practises so their Team Members can receive opportunities that really matter to them. In 2012, Hilton implemented a positive turnover metric to drive the promotion and transfer of Team Members within the Hilton network. Each hotel is tasked with achieving a positive turnover ratio of 20%, which effectively means that one in five people are promoted in every hotel, every year. Further to this, the Leadership Team have a bold commitment to ensure that all vacancies are filled internally. Management understands that statistically this is impossible so their secondary criteria is that if a Hilton Team Member has 70% of the skills, competencies and experience for the next level position, that management will support their promotion with a development plan to ensure they succeed in the role. In addition to Hilton’s leading employment practices, there are also a number of other programmes that allow for a strong Team culture.
TRAVEL WITH PURPOSE
Travel with Purpose is Hilton’s corporate responsibility strategy that empowers Team Members to make a difference and develop local solutions that positively impact their communities and environment. In the last 12 months, 1,567 Team Members in Australia have volunteered, completing over 12,000 hours and have activated over 170 solutions to local community challenges. Hilton is also a proud partner of the national children’s education charity, The Smith Family Australia where they collaborate in supporting disadvantaged youths. Richard Todd believes that Hilton’s partnership with The Smith Family really underscores Hilton’s global commitment to open doors to connect, prepare and employ one million young people around the world by 2019. “As a leading global hospitality company, we leverage our unique resources and expertise to support the needs of young people by providing meaningful work experiences.”
CELEBRATING DIVERSITY
Hilton recognises that women and men have differing development needs in order to progress to leadership positions, and from this the global Women in Leadership program was developed. Since launching in 2015, the Women in Leadership Program has empowered more than 100 female Team Members in Australia, assisting them in their career journeys. So far, 35% of participants have already been promoted or transferred within the company, and Hilton is well on its way to achieving its global commitment to having 20% of its General Management workforce as female.
GO HILTON
Go Hilton is a Team Member travel programme that provides exclusive travel discounts and benefits for Team Members, as well as their family and friends. Not only is the program great for Team Members, though it has also been beneficial for hotels across Australia with over 4,700 room nights booked in the past twelve months. n hotelmanagement.com.au 19
Development
Done deal: Simon McGrath and James Hines
Pullman set to re-brand Crowne Plaza Adelaide AccorHotels has revealed it will take over the management of Crowne Plaza Adelaide and rebrand the hotel to Pullman Adelaide as of 1 October 2017. Situated in the heart of the Adelaide CBD at 16 Hindmarsh Square and featuring 308 guestrooms, a popular restaurant and bar space, and top floor meeting room facilities, the hotel will become AccorHotels’ 15th Pullman hotel in Australia. “We are very proud to be partnering again with Hines Property to bring such a prominent, well respected brand to the city of Adelaide which continues to see strong levels of tourism growth, thanks to strong leadership by the Weatherill government and investment in infrastructure,” said AccorHotels Chief Operating Officer – Pacific, Simon McGrath.
20 HM The Business of Accommodation
“For some time we have been looking to bring the Pullman brand to South Australia, and through our relationship with the Hines Property we are thrilled to be operating Pullman Adelaide. “Pullman is now the fastest growing upscale brand in Asia Pacific and over the last three years, our Australian network of Pullman hotels has grown 77%. “With the strength of our distribution and loyalty platform, we are excited to be growing our network in Adelaide and giving our guests even more reason to travel to South Australia,” he said. Hines Property Managing Director, James Hines – whose company is the largest developer of hotel accommodation in Adelaide having delivered over 800 hotel rooms – said the transition will benefit guests. “Partnering with AccorHotels and the Pullman brand will enable the hotel to move from a 4.5-star
offering to 5 stars and it will be great for guests to have another 5 star option to choose from when visiting Adelaide,” he said. “We have already forged a fantastic local partnership with AccorHotels through their management of Hines Property’s award-winning ibis Adelaide, so we’re really pleased to now be able to build on this relationship through the Pullman brand and further enhance the hotel as one of Adelaide’s finest.” AccorHotels will add an Executive Club Lounge to Pullman Adelaide as well as implement signature Pullman elements within the hotel for which the brand has become synonymous globally. With the debut of Pullman Adelaide, Pullman will become the largest 5-star hotel brand in Australia in just under 10 years since its launch into the market.
Development
FIRST LOOK: SYDNEY’S NEW PARAMOUNT HOTEL The first renderings have been released for Sydney’s Paramount House Hotel, which is set to debut in Surry Hills in early 2018. Nestled on the edge of Surry Hills and the city, when completed, Paramount House Hotel will be a new kind of neighbourhood hotel for Sydney, offering what the owners say is a “unique take on Australian hospitality”. Located on Commonwealth Street, Paramount House Hotel is the first accommodation offering by Russell Beard, Ping Jin Ng and Mark Dundon, the team collectively behind Reuben Hills, Paramount Coffee Project, Seven Seeds and Bondi Hall. “Paramount House Hotel is not your average bed for the night,” the owners say. “It will think beyond the tourist market to deliver a rich, layered, local experience, unlike any other in the city. “Set to include a new dining concept from the team behind acclaimed restaurant Ester; which will join existing building residents, the award-winning café Paramount Coffee Project – which will act as a relaxed extension to the hotel lobby – and the art house Golden Age Cinema & Bar downstairs, as well as the popular design-led co-working hub, The Office Space. “Paramount House Hotel will foster community connections and offer a gathering space for travellers and locals alike,” the owners say. Designed by celebrated Melbourne architects Breathe, the hotel straddles two newly connected buildings, with the hotel’s entrance and lobby inside Paramount House (originally built to be the Australian headquarters of Paramount Picture Studios) and the restaurant and guest rooms in the adjoining 76 Commonwealth Street, the former film storage warehouse of Paramount Studios, which has had a twostorey copper-clad extension added to the roof. The 29 new bedrooms, designed for comfort with multiple personalities, feature a mix of heritage details alongside contemporary updates in a subtle palette of concrete, terrazzo and timber. There is expected to be plenty of planting and greenery – most rooms have a terrace space – and generous bathrooms come with Aesop amenities. Every detail has been carefully considered, from staff kitted out by Worktones – a new Australian specialist brand offering custom design and production of uniforms – to a welcoming lobby space offering some of the best coffee in Sydney. Paramount House Hotel is currently recruiting for all positions across the property.
1/3 v
Hip: artist’s impressions of Sydney’s new Paramount House Hotel (and above, below)
hotelmanagement.com.au 21
Development
SKYCITY’S LUXURY ADELAIDE HOTEL TO PROCEED SkyCity’s proposed 123-room luxury boutique hotel in Adelaide is set to be developed following an agreement with the Government of South Australia. SkyCity Entertainment Group Chief Executive, Graeme Stephens, said the company has committed AUD$330 million (including appropriate contingencies) to proceed with its plans to expand Adelaide Casino on the Festival Plaza forecourt, adding a luxury hotel, new VIP gaming facilities, three new bars and three additional signature restaurants. Stephens said after careful consideration, SkyCity has also decided to increase the number of hotel rooms in the proposed development from
89 to 123, adding an additional floor to the plans for the expanded building, which he said would be “the most luxurious hotel in Adelaide”. “We believe there is demand for more quality hotel rooms in Adelaide from both domestic and international visitors,” he said. “This provides a better-balanced product while also helping South Australia realise its full potential as a premium tourist destination.” South Australian Premier, Jay Weatherill, said he was pleased to see the project moving forward. “This re-development, and the wider development across the Riverbank Precinct is a welcome investment in the state,” he said.
Mantra expands in Canberra An artist’s impression of Mantra MacArthur Hotel
A former office tower transformed into a 176-room hotel as part of the city’s vibrant urban renewal program will meet Canberra’s growing demand for hotel capacity, according to Mantra Group. Owned by Canberra developer HTI Group, Mantra MacArthur Hotel is the only new hotel to open in capital in 2017 and Mantra Group Chief Executive Officer Bob East said the new property will provide muchneeded hotel capacity to support the growth of tourism in the Australian Capital Territory. “Not only will Mantra MacArthur Hotel be a major boost for the local economy from an international and domestic tourism perspective, but it also supports the local economy by creating numerous long-term hospitality jobs,” East said. The opening of the 10-storey Mantra MacArthur Hotel in late September will see Mantra Group operating just under 500 rooms across four hotels in Canberra. An AUD$19 million retrofit has transformed the office building into a full-service hotel featuring 136 hotel rooms and 40 suites as well as the brand new Podilato restaurant and bar serving Greek Mediterraneanstyle cuisine, a fully equipped gym, 24-hour reception, secure parking, internet lounge and express check-out. The overall design by AMC Architecture features a modern industrial approach with interiors of black steelwork, brass, mirrors and stone with areas of exposed structure such as visible soffit and ductwork in the bar and restaurant. The modern rooms use timber to contrast stylish industrial grey feature walls, kitchens and cabinetry, while the overall look is softened by upholstered bedheads and coloured scatter cushions to provide a welcoming comfortable feeling. The original building is barely recognisable and, while the designers retained the main precast facade elements of the original office building, the remainder was stripped back to a bare shell to create a modern hotel guest experience. 22 HM The Business of Accommodation
An artist’s impression of the new luxury SkyCity Adelaide hotel
“We look forward to offering both locals and tourists the opportunity to enjoy a world class entertainment precinct.” The expanded development includes a boutique, all-suite hotel, new signature restaurants and bars, including a rooftop bar, and function spaces for up to 750 people for banquets and events. Construction on the expansion of Adelaide Casino will begin in early 2018, following the completion of the early works. The redeveloped casino and hotel complex is expected to be completed by the third quarter of 2020.
SAGE SET TO OPEN IN MELBOURNE’S RINGWOOD
Sage Hotel Ringwood is set to open its doors this month (October) in Melbourne. The brand new 120-room Sage Hotel Ringwood spans five floors atop the Eastland Shopping Centre and will showcase the best of the Yarra Valley and surrounds to cuisine at Partake Restaurant with its modern EuropeanAsian inspired menu and share-plate focus on offer seven days. The High and Dry Bar will feature the best of Australia’s most prestigious wine region by highlighting the region’s wineries and local breweries and distilleries including the Yarra Valley, Heathcote and surrounding areas such as Punt Road Wines, Napoleone Beer and Cider, Hargrave Hills, 4 Pillars Gin and more from noon until late daily. Conference and co-working facilities are a priority at Sage Hotel Ringwood. ‘The Boardroom’ caters for 12 to 14 people, The Dandenong Room with views over the Dandenongs caters for up to 200 people and the hotel’s Co-working Space has a capacity of 80 desks which can be rented on a daily, weekly or monthly basis with a range of membership inclusions. The hotel lobby and lounge features polished exposed aggregate concrete floors, contemporary styling and sleek furniture to create a contemporary look in keeping with the modernity of the brand new facility. Melbourne artist Mike Eleven has been commissioned to create two feature artworks for Sage Hotel Ringwood to be positioned near Partake and the Boardroom, with a further three framed photo prints of his street art featuring throughout the podium level. The creation of the feature artworks by Mr Eleven will be filmed to share with guests via the hotel website.
Set to open this month: Sage Hotel Ringwood
Development
Veriu’s new Central hotel to open in Sydney during November
Set to open: the lobby of Veriu Central
Following the successful opening of Veriu Broadway in June, Veriu Hotels and Suites has announced a new 110-room hotel located at the gateway to Surry Hills near Sydney’s Central Station will open in November. Veriu Central is a AUD$15 million conversion of the heritage listed ‘Wentworth House’ and will add to the thriving dining scene of this inner city precinct, offering five quality restaurant and bar venues on-site. “One of the foundations of the Veriu brand is to incorporate the unique elements of each building and provide guests with a different experience
Re-branding under Mercure: Parklands Resort and Conference Centre in Mudgee
Mercure to brand Parklands Resort in Mudgee AccorHotels has signed a deal with Elanor Investors Group to re-brand the Parklands Resort and Conference Centre in Mudgee under the Mercure brand. The hotel will undergo a refurbishment to bring it in-line with brand standards, with the property to rebrand as Mercure Mudgee in 2018. Renowned for its conferencing facilities, Parklands Resort and Conference Centre has the capacity to host up to 1,200 people across five event spaces and features 68-rooms, a restaurant and bar, fitness centre, indoor pool and tennis courts. AccorHotels Chief Operating Officer - Pacific, Simon McGrath, said: “We are thrilled to add to our network of hotels in regional Australia and welcome the addition of Parklands Resort and Conference Centre to our network. “Our move into the popular regional NSW town of Mudgee is backed by the growth of tourism in the area thanks to the many wineries and boutique providores that have really helped to put Mudgee on the map. “The Mercure brand has a strong history in Australia, particularly in regional town centres, and Mercure Mudgee will deliver an internationally recognised, midscale hotel offering which will help drive tourism to the area. “We are delighted to be working again with owners, Elanor Investors Group, and we look forward to working with the local community and welcoming guests to the hotel,” he said. The resort joins AccorHotels’ growing network of regional New South Wales properties including Mercure Orange, ibis Styles Orange, ibis Styles Tamworth and Mercure Tamworth.
24 HM The Business of Accommodation
each time they stay in one of our hotels,” said Rhys Williams, Director of Veriu Hotels and Suites. “It’s our point of difference that no hotel is the same – but the core value of creating great spaces to enable guests to explore the local surroundings and feel connected to the city is consistent throughout the network.” Veriu Central’s multi-venue street level dining precinct will offer five food and beverage options for guests and locals to enjoy, situated in a ‘sweet spot’ between Central Station and the Surry Hills dining strip.
NEW-BUILD MARRIOTT IN MELBOURNE TO GO AHEAD
Marriott International is set to open its first Australian new-build hotel in 20 years in Docklands following the Victorian Government’s approval of Capital Alliance’s mixed-use scheme. Designed by DKO Architecture, the Melbourne developer’s project will deliver 200 premium hotel rooms as well as 110 contemporary residences across 17-level dual towers above the newly rebranded District Docklands, formerly AsheMorgan’s Harbour Town Shopping Centre. At its heart will also be another first for Melbourne – a public infinity pool on the Marriott rooftop complemented by world-class bar and dining facilities, all overlooking the CBD. Capital Alliance Managing Director and Founder, Mohan Du, said he expected apartments in the AUD$200 million project to attract strong interest due to their shared services and proximity to the five-star hotel. “This will deliver the first contemporary Marriott to Melbourne and its rooftop infinity pool will give the city an experience it has never seen before – akin to the renowned pool bars and lounges of New York City,” he said. “Marriott is the world’s largest hospitality company and the opportunity it sees in Melbourne and Docklands is a huge complement to our city. We are very excited to get started and deliver on our original vision. “This project will be a true destination in Melbourne and something special that will add to the city’s tourism potential,” he said. Marriott International Regional Vice President Hotel Development, James Doolan, said he was delighted with the progress achieved by Capital Alliance. “We are excited to bring our flagship Marriott Hotels and Resorts brand to Docklands as part of this visionary, mixed-use project,” he said. “The hotel will be a flagship in Australia and a true example of the Marriott brand’s sophisticated style and innovative functionality. We’re grateful for Capital Alliance’s support.” The new Marriott hotel and apartment project will be Capital Alliance’s second mixed-use development in Docklands, with the five star M Docklands project completed in February 2016. An artist’s impression of the new Marriott in Melbourne
AN ACCORHOTELS PROMOTION
AccorHotels News
HOT BRAND:
25Hours Hotels Australia is on the radar for AccorHotels’ hot 25Hours brand – a collection of design-oriented boutique urban hotels that currently operate in Germany, Austria and Switzerland – and to find out what to expect, HM sat down with Chief Brand Officer, BRUNO MARTI.
You’ve been operating 25hours for a decade, how did the concept first originate?
The first 25hours hotel opened in 2003 in Hamburg and was planned as a standalone hotel. 25hours was created as the fun ‘younger’ sibling that was more colorful, dynamic and louder than its sister property the Gastwerk Hotel which is more traditional, with a focus on conferencing. The project was so successful that the 25hours Hotel Company was founded in 2005 to further develop and expand the concept and brand. Can you explain the 25hours name?
The goal was to create a brand name that implied dynamism and surprise. We worked in collaboration with a creative agency to come up with the name. 25hours was the perfect fit for our brand vision is offer a little extra something, hence the extra hour. You talk of ‘hotels with personality’ – how do you design personality, or does it just evolve?
Personality, or the specific brand culture, is something that has grown slowly over the years. For every hotel we carefully choose designers, partners and friends to make sure each property has its own personality. Working locally is one our key success factors and we do so by collaborating with networks of likeminded people in each destination that we operate in.
You have invested heavily into innovation, what sort of areas does your ‘creative lab’ address? What innovations do you believe are most important for guests?
Most hotel companies think of technology first when it comes to innovation. We are more interested in new concepts to enhance the guest experience. At each 25hours hotel service innovation, food and beverage concepts, coworking and the social aspect of public spaces are the focus.
25hours has operated mainly in Germany till recently, how will the brand concept translate outside Germanic countries? Will you have to adapt to make it suitable for America or Australia?
We are confident that our brand concept will work around the world and in different cultural settings. Depending on the destination we will adapt to
ensure the product matches guest expectations. For example, room sizes and amenities may vary in different markets. Our team is looking forward to the challenge of ensuring that our internal communication and processes work internationally. This will include working in different languages and across different time zones. It’s an exciting time for the brand! What are the development plans for expanding globally?
Together with AccorHotels, we have made a list of roughly 70 urban target destinations across the world that we would like to operate in. Destinations like Cologne or Paris are already in our pipeline and are coming soon. What are the main guest target markets for 25hours?
25hours is a democratic brand open to all guests that are adventurous enough to spend the night with us. Across our current properties, we have an even split with guests travelling for business and leisure. Many of our future properties are anticipated to have a greater appeal to leisure travellers. Currently, almost half of our guests come from the German speaking countries however this is something that is also anticipated to change as we expand and grow as a brand in new destinations. How important was it to bring in a partner such as AccorHotels for your future development plans?
The strategic partnership with AccorHotels is vital for the global development plans for the brand. We have a good network around Europe and are currently following leads in a dozen of destinations. However, we felt limited in terms of our ability to pursue overseas projects. AccorHotels offices around the world will open doors and ensure the brand’s global success in the long term. How will a very individual, boutique brand like 25hours work in a large and relatively ‘traditional’ hotel group such as AccorHotels?
25hours and AccorHotels are delighted to be working together. A priority for both organisations is that 25hours preserves its unique culture to ensure the brand personality continues to develop and set these hotels apart from their competitors. AccorHotels will be there to support the success of the brand and the newly formed lifestyle division within AccorHotels is the perfect fit this. n hotelmanagement.com.au 25
Proud to partner the HM Awards again this year. Congratulations to all the award winners for 2017.
30
Supporting the Australian & Pacific Accommodation Industry
for over
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Sealy, Australia’s most preferred bedding brand and product of choice at leading Hotels and Resorts has been in partnership with the leaders in the accommodation industry for over 30 years.
1300 780 150
HM Awards
2017
28 HM The Business of Accommodation
HM Awards
Australasia’s FINEST
T
he winners of the 2017 HM Awards for Accommodation Excellence, presented by Sealy Posturepedic, were named in front of a record 730 attendees on September 1 at Sydney Town Hall. Hosted by television personality Larry Emdur, the HM Awards have, for the 15th time, recognised the accommodation industry’s finest staff, properties, brands and chains across Australia, New Zealand and the South Pacific. At the 2017 HM Awards, over 70 awards were handed out on the night and the full list of the winners can be found over the next 24 pages. On the night, over AUD$55,000 was raised for the Kids Cancer Centre at the Sydney Children’s Hospital Foundation. Once again, the Australasian hotel industry was right behind a major fundraising drive, with funds this year going to help find little ones in need. The 2017 HM Awards were hosted by HM Magazine; presented by Sealy Posturepedic; co-hosted by AHS Hospitality, Blue Mountains International Hotel Management School and Intrust Super; sponsored by the Accommodation Association of Australia (AAoA), A-List Guide, ARMA, Assa Abloy Hospitality, Australasian Hotel Industry Conference and Exhibition (AHICE), Big Review TV, Calabria Family Wines, Janus et Cie, Nespresso, SpiceNews and SPICE Magazine, Sanpellegrino, TravMedia.com and Withers Australia; and supported by Asahi, Blissful Events, Stoli and Tourism Accommodation Australia (TAA). n
2017
1. SERVICED APARTMENT PROPERTY Presented by:
WINNER:
Adina Apartment Hotel Bondi, NSW Highly Commended: Fraser Suites Sydney, NSW
Diana Quinones Silva (TFE) collects the Award from Kylie Maxwell (AHS)
2. ECONOMY HOTEL Presented by:
WINNER:
ibis Adelaide, SA Highly Commended: Breakfree Aanuka, Coffs Harbour, NSW
Jeremy Samuels (ibis Adelaide) recieves the Award from Richard Munro (AAoA)
3. MIDSCALE HOTEL Presented by:
WINNER:
Mantra 2 Bond Street, Sydney, NSW Highly Commended: Little National Hotel, ACT
Neil McDonald (Mantra Group) receives the Award from Ariane Lellman (BMIHMS)
30 HM The Business of Accommodation
Co-hosted by
4. UPSCALE HOTEL Presented by:
WINNER:
PARKROYAL Darling Harbour, Sydney, NSW Highly Commended: QT Canberra, ACT
Megan Knoetze (PARKROYAL) receives the Award from Daryl Whittaker (Intrust Super)
5. UPPER UPSCALE HOTEL Presented by:
WINNER:
Pier One Sydney Harbour, NSW Highly Commended: Radisson Blu Plaza Hotel Sydney, NSW The Byron at Byron Resort and Spa, NSW
Kim Mahaffy (Pier One) receives the Award from Antony Rateiri (Sealy)
6. LUXURY HOTEL Presented by:
WINNER:
Park Hyatt Sydney, NSW Highly Commended: Crown Towers Melbourne, VIC
Marc Von Arnim (Park Hyatt Sydney) receives the Award from Adam Daff (HM, on behalf of Calabria)
hotelmanagement.com.au 31
2017
7. AUSTRALIAN LODGE Presented by:
WINNER:
Emirates One&Only Wolgan Valley, NSW Highly Commended: Saffire Freycinet, Coles Bay, TAS
Anna Guillan (One&Only) receives the Award from Jason Trevethan (Intrust Super)
8. BUSINESS HOTEL Presented by:
WINNER:
Sydney Harbour Marriott, NSW Highly Commended: Next Hotel Brisbane, QLD
Jennifer Brown (Sydney Harbour Marriott) receives the Award from Mel Starbuck (Sealy)
9. RESORT Presented by:
WINNER:
qualia, Hamilton Island, QLD Highly Commended: Voyages Ayers Rock Resort, Yulara, NT
James Wilkinson (HM) receives the award on behalf of qualia from Richard Munro (AAoA)
32 HM The Business of Accommodation
Co-hosted by
10. HOTEL INTERIOR DESIGN Presented by:
WINNER:
Ovolo Woolloomooloo, Sydney, NSW Highly Commended: QT Melbourne, VIC
David Sude (Ovolo Woolloomooloo) receives the Award from Ally Gibellini (JANUS et Cie)
CONGRATULATIONS TO ALL NOMINEES AND WINNERS Blue Mountains International Hotel Management School at Torrens University would like to say congratulations to all the winners of this year’s HM Awards. As a sponsor, BMIHMS would like to use this opportunity to give a special congratulations to alumus (2016) Ira Frey, Ovolo Hotels who shared the title of Rising Star of the Year. This was one of this year’s most highly contested categories with over 100 entries. This award was presented by Daryl Whittaker – Executive Manager, Service and Sales – Intrust Super, (pictured).
CRICOS Provider No: 03389E
hotelmanagement.com.au 33
2017
11. BOUTIQUE HOTEL Presented by:
WINNER:
The Old Clare Hotel, Chippendale, NSW Highly Commended: Emporium Hotel, Brisbane, QLD
Timo Bures (The Old Clare Hotel) receives the Award from Chad Greenberg (AHS)
12. NEW HOTEL Presented by:
WINNER:
Crown Towers Perth, WA Highly Commended: The Johnson, Brisbane, QLD QT Melbourne, VIC
Antony Rateiri (Sealy) presents the Award to Andrew Cairns (Crown Towers Perth)
13. MEETINGS AND CONFERENCING PROPERTY Presented by:
inspiring creativity
WINNERS:
Crowne Plaza Hunter Valley, Lovedale, NSW Hyatt Regency Sydney, NSW Highly Commended: Voyages Ayers Rock Resort (Uluru Meeting Place), Yulura, NT Bonnie Tai (Spice, centre) presents the Award to Marjolein Chandler and Malcolm Zancanaro (Hyatt) and Tiffany Watt (IHG, right)
34 HM The Business of Accommodation
Co-hosted by
14. REGIONAL PROPERTY Presented by:
WINNER:
Halcyon House, Cabarita Beach, NSW Highly Commended: The Byron at Byron Resort and Spa, Byron Bay, NSW Fairmont Resort Blue Mountains, Leura, NSW
Bradd Broom (Halcyon House) receives the Award from Grace Chompuchan (BMIHMS)
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2017
15. DAY SPA Presented by:
WINNER:
Emirates One&Only Wolgan Valley, NSW (Timeless Spa) Highly Commended: Como The Treasury, Perth, WA (Como Shambhala Urban Escape)
Anna Guillan (One&Only) receives the Award from Malcolm Gordon (Intrust Super)
16. HOTEL BAR Presented by:
WINNER:
QT Melbourne, VIC (Rooftop at QT) Highly Commended: Hyatt Regency Sydney, NSW (Zephyr)
Anthony Mitri (BMIHMS) presents the Award to Troy Cuthbertson (QT Melbourne)
17. HOTEL RESTAURANT Presented by:
WINNER:
The Star Sydney, NSW (Sokyo) Highly Commended: Halcyon House, Cabarita Beach, NSW (Paper Daisy)
Chase Kojima (Sokyo) receives the Award from Joe Johnston (Sanpellegrino)
36 HM The Business of Accommodation
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THE DEVELOPER’S HOTELIER
VIBE HOTEL SYDNEY DARLING HARBOUR OPENING 2019
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TFE Hotels is the only Australian hotel group with in-house end-to-end development solutions and a leading hotel operator with 70 hotels across Australia, New Zealand and Europe. We are positioned to deliver market-leading returns on your investment, with over 50 years experience and proven efficiencies across vital areas including technical services, architectural and interior design, procurement, asset management, IT, payroll, project management, centralised accounting and finance, sales, marketing, HR, revenue and distribution. We speak the language of owners and developers, offering clear solutions that add value at every stage. Contact our Development Team today: P: +61 2 8705 8438 E: michael.herman@tfehotels.com E: andrew.dunn@tfehotels.com
2017
18. TECH HOTEL Presented by:
WINNER:
Next Hotel Brisbane, QLD Highly Commended: The Darling Hotel, Sydney, NSW
Brandon Evertz (Big Review TV) presents the Award to Justin McConnell (Next Brisbane)
19. NEW ZEALAND HOTEL Presented by:
WINNERS:
Sofitel Auckland Viaduct Harbour The Rees Hotel, Queenstown Highly Commended: Hilton Auckland
Steven Tochner (AHS, centre) presents the Award to Jeremy Healy (Sofitel Auckland) and Mark Rose (The Rees)
20. NEW ZEALAND REGIONAL PROPERTY Presented by:
WINNER:
Hilton Lake Taupo Highly Commended: Te Waonui Forest Retreat, Franz Joseph Glacier
Mel Starbuck (Sealy) presents the Award to Annika Worth (Hilton)
38 HM The Business of Accommodation
Co-hosted by
21. NEW ZEALAND LODGE Presented by:
WINNER:
Wharekauhau Country Estate, Featherston Highly Commended: Huka Lodge, Taupo
Jason Kuner (AHS) presents the Award to Richard Rooney (Wharekauhau)
22. FIJIAN PROPERTY Presented by:
WINNERS:
Outrigger Fiji Beach Resort, Coral Coast Vomo Island Fiji, Mamanuca Islands Highly Commended: InterContinental Fiji Golf Resort and Spa
Peter Hopgood (Outrigger, left) and Karen Marvell and Mark Leslie (Vomo, right) receive the Award from Robert Williams (WithersWorldwide)
23. SOUTH PACIFIC PROPERTY Presented by:
WINNER:
Four Seasons Resort Bora Bora, French Polynesia Highly Commended: St Regis Bora Bora Resort, French Polynesia Pacific Resort Aitutaki, Cook Islands
Jasmine Cook (Four Seasons) receives the Award from Michael Benikos (Assa Abloy Hospitality)
hotelmanagement.com.au 39
2017
24. MARKETING CAMPAIGN Presented by:
WINNERS:
The Ultimo, Sydney, NSW (The World’s First Astrology Hotel) Wyndham Worldwide (Tour With Wyndham) Highly Commended: Best Western Australasia (It’s Not Just a Hotel) Scott Hartley (The Ultimo) amd Alexandra Slingsby (Wyndham) receive the Award from Emma Castle (A LIST Guide)
25. SERVICE TO THE COMMUNITY Presented by:
WINNERS:
AccorHotels (Race to Survive Fiji) The Langham Melbourne (service to the community) Highly Commended: Outrigger Fiji Beach Resort, Fiji (service to the community) Ben Sington (Langham) and Paul Columbus (Accor) receive the Award from Antony Rateiri (Sealy)
26. CONCIERGE Presented by:
WINNERS:
Peter Brown, Hyatt Regency Sydney, NSW Peter McBrearty, The Langham, Melbourne, VIC Highly Commended: Allister Chick, Park Hyatt Sydney, NSW
Peter Brown (Hyatt, left) and Peter McBrearty (Langham, right) receive the award from Ariane Lellmann (BMIHMS) 40 HM The Business of Accommodation
Co-hosted by
27. HOTEL CHEF Presented by:
WINNERS:
Ben Batterbury, The Rees Hotel Queenstown, New Zealand Nancye Pirini, Novotel Auckland Airport, New Zealand Highly Commended: Josh Askew, Swissotel Sydney Nancye Pirini (Novotel) and Ben Batterbury (The Rees Hotel) receive the Award from William Lasses (Nespresso)
28. FOOD AND BEVERAGE ASSOCIATE Presented by:
WINNERS:
Aiden McLean, Hotel Realm, Canberra, ACT Erin Mules, PARKROYAL Parramatta, NSW Highly Commended: Julie Smith, Crowne Plaza Terrigal, NSW Erin Mules (PARKROYAL, left) and Aiden McLean (Hotel Realm) receive the Award from Kylie Maxwell (AHS)
29. HUMAN RESOURCES ASSOCIATE Presented by:
WINNERS:
Angela James, Sofitel Auckland Viaduct Harbour, New Zealand Cara Daley, Wyndham Vacation Resorts Asia Pacific Highly Commended: Aliesha Zuvela, Fairmont Resort Blue Mountains, NSW Angela James (Sofitel, left) and Cara Daley (Wyndham) receive the Award from Grace Chompuchan (BMIHMS) hotelmanagement.com.au 41
2017
30. SALES AND MARKETING ASSOCIATE Presented by:
WINNERS:
Michael Shah, The Langham Auckland, New Zealand Tim Birley, PARKROYAL Darling Harbour, NSW Highly Commended: Anita Abel, Ovolo Hotels Ali Simforoosh (Langham, on behalf of Michael) and Charmaine Hardwick (PARKROYAL, on behalf of Tim) accept the Award from Ben Chapman (Intrust Super)
31. COMMUNICATIONS ASSOCIATE Presented by:
WINNERS:
AccorHotels Pacific PR team Voyages Indigenous Tourism Australia PR team Highly Commended: Naomi Hammond, Mantra Group Team Accor (left) and Voyages (right) accept the Award from Kirsty Lucas (Travmedia)
32. FRONT OFFICE ASSOCIATE Presented by:
WINNERS:
Donna Barnes, PARKROYAL Parramatta, NSW Jack Dahl, Next Hotel Brisbane, QLD Highly Commended: Julie Lang, Mercure Penrith, NSW Jack Dahl (Next Brisbane) and Donna Barnes (PARKROYAL) receive the Award from Anthony Mitri (BMIHMS)
42 HM The Business of Accommodation
Co-hosted by
33. FINANCE ASSOCIATE Presented by:
WINNERS:
Ben Tyson, Wyndham Hotel Group Cathy Shen, Ovolo Hotels Australia Highly Commended: Barbara Liu, Pullman Sydney Airport, NSW
Ross Nicholas (Wyndham, on behalf of Ben) and Cathy Shen (Ovolo) accept the Award from Brendan O’Farrell (Intrust Super)
• MILAN
sanpellegrino.com
ENHANCE
MOMENTS
Tastefully Italian
2017
34. REVENUE MANAGEMENT ASSOCIATE Presented by:
WINNERS:
Tat Wai Ho, Mercure Sydney International Airport, NSW Santana Wicken, Wyndham Hotel Group Highly Commended: Chris James, Sofitel Auckland Viaduct Harbour, New Zealand Tat Wai Ho (Mercure) and Alexandra Slingsby (Wyndham, on behalf of Santana) accept the Award from Melissa Kalan (ARMA)
35. HOUSEKEEPER Presented by:
WINNERS:
Paul Baker, Sage Hotel Adelaide, SA Jai Singh, Crown Towers Melbourne, VIC Highly Commended: Kylie Bannister, Ramada Resort Phillip Island, VIC Jai Singh (Crown Towers, left) accepts the Award from Jason Kuner (AHS). Absent: Paul Baker
36. HOTEL ENGINEER Presented by:
WINNERS:
Adam Lane, RACV Royal Pines Resort, QLD Richard Phillips, Sofitel Noosa Pacific Resort, QLD Highly Commended: Cyrus Tolentino, Sydney Harbour Marriott, NSW Adam Lane (RACV, left) and Richard Phillips (Sofitel) accept the Award from Mel Starbuck (Sealy) 44 HM The Business of Accommodation
Co-hosted by
Amrita Verma (Quest), Marty Lamont (AccorHotels) and Ira Frey (Ovolo) receive the Award from Darryl Whittaker (Intrust Super)
37. RISING STAR Presented by:
WINNERS:
Marty Lamont, Ibis Budget Hotels NSW/ACT Ira Frey, Ovolo Hotels Australia Amrita Verma, Quest Dubbo, NSW Highly Commended: Chris Tannock, Outback Pioneer Hotel and Lodge, Ayers Rock Resort, NT
38. SOUTH PACIFIC GENERAL MANAGER Presented by:
WINNER:
Scott Walton, Wyndham Denarau Island, Fiji Highly Commended: Peter Hopgood, Outrigger Fiji Beach Resort, Coral Coast, Fiji James McCann, Yasawa Island Resort and Spa, Fiji Scott Walton (Wyndham) receives the Award from Anthony Mitri (BMIHMS)
Paul Columbus (Accor, on behalf of Philip), receives the Award from Mel Starbuck (Sealy)
39. NEW ZEALAND GENERAL MANAGER Presented by:
WINNER:
Philip Hilton, Novotel and ibis Wellington Highly Commended: Kaydee George, Ramada Resort Wanaka Scott Hamilton, InterContinental Wellington
hotelmanagement.com.au 45
2017
40. AUSTRALIAN GENERAL MANAGER Presented by:
WINNER:
Clinton Farley, Radisson on Flagstaff Gardens, Melbourne, VIC Highly Commended: Joleen Hurst, Mercure Sydney Parramatta, NSW John Autelitano, The Star, Sydney, NSW
Brendan O’Farrell (Intrust Super) presents the Award to Clinton Farley (Radisson)
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inspiring creativity
Co-hosted by
41. ENVIRONMENTAL PROGRAM Presented by:
WINNER:
Emporium Hotel, Brisbane, QLD Highly Commended: Radisson on Flagstaff Gardens, Melbourne VIC Novotel Barossa Valley Resort, SA
Julie Manega (Emporium) receives the Award from Antony Rateiri (Sealy)
42. HOTEL BRAND OF THE YEAR
Presented by:
WINNERS: Hilton
InterContinental Highly Commended: Quest Apartment Hotels
Karin Sheppard of (IHG) and Christine Hong and Ronald Van Weezel (Hilton) receive the Award from Mel Starbuck (Sealy)
hotelmanagement.com.au 47
2017
43. ACCOMMODATION CHAIN OF THE YEAR Presented by:
WINNER:
Mantra Group Highly Commended: AccorHotels Marriott International
Doug Flavell, Michael Coe and Patrick Cheok (Mantra Group) receive the Award from Steven Tochner (AHS)
44. AUSTRALASIAN HOTEL OF THE YEAR Presented by:
WINNER:
Park Hyatt Sydney, NSW Highly Commended: Crown Towers Melbourne, VIC The Darling Hotel, Sydney, NSW
Antony Rateiri (Sealy) presents the Award to Marc von Arnim (Park Hyatt Sydney)
48 HM The Business of Accommodation
Co-hosted by
Bridie Commerford (Accor, on behalf of Simon) receives the Award from Adam Daff (HM)
Presentation partner message
The HM Awards in 2017 took another great step forward breaking all previous participation records. This year over 700 people attended this event, which was held for the 15th year, and Sealy of Australia were proudly once again (for the 9th consecutive year) the Presentation Partner. The Annual HM Awards recognise the extraordinary people, properties and brands which make up the Australian accommodation industry and the calibre this year was nothing short of exceptional. Undoubtedly, the highlight of the evening was the courage, strength and commitment of Richard Munro, CEO of AAoA.
45. HM MAGAZINE AUSTRALASIAN HOTELIER Presented by:
WINNER:
Simon McGrath, AccorHotels Highly Commended: Bob East, Mantra Group Rachel Argaman, TFE Hotels
Jennifer Brown (Marriott, on behalf of Craig) receives the Award from James Wilkinson (HM)
It’s hard to explain feelings or put into words some things that happen in life but listening to Richard speak about the tragedy of losing his young son was inspirational and divine. Sealy would like to sincerely thank Richard for attending the awards with the support of his family and we were very proud, like everyone in the room, to help raise a record sum of over $55,000 for the Kids Cancer Program at the Sydney Children’s Hospital Foundation. Sealy would like to also congratulate the HM Magazine team for another wonderful evening, which has firmly become the hotel industry’s leading event in Australasia. We can’t wait till next year and see how they once again raise the bar and take this to another level. Finally, it’s fair to say that the HM Awards would not be possible without the support of Australia’s leading hotels and its key suppliers. At Sealy, Australia’s most recognized and trusted commercial bedding supplier to Australia’s leading hotels, we believe in giving something back to say thank-you to the hotel industry in this part of the world, which is why we took the lead and became Presentation Partner of the event nine years ago. Next year, we are proud to say we will be celebrating 10 consecutive years as presentation partner which is a very exciting and significant milestone. We all look forward to seeing you all again next year.
46. HM MAGAZINE ASIA-PACIFIC HOTELIER Presented by:
WINNER:
Craig S. Smith, Marriott International Highly Commended: Michael Issenberg, AccorHotels Asia-Pacific Girish Jhunjhnuwala, Ovolo Hotels
hotelmanagement.com.au 49
2017
David Seargeant receives the Award from James Wilkinson (HM)
Co-host message AHS Hospitality is proud to be a major sponsor of the HM Awards and to continue our support of the Australian and New Zealand hospitality industries. On behalf of our entire team, we would like to congratulate the nominees and winners at this year’s event. In addition, AHS were particularly excited to see so many high calibre candidates nominated for the Housekeeper of the Year Award. AHS would like to congratulate Jai Singh and Paul Baker for winning the top honours for this award. This recognition reflects the excellent work and results that housekeeping professionals provide to the hospitality industry every day. As the country’s largest provider of housekeeping services to the hotel industry, AHS have become the sole provider or preferred supplier for most of the hotel chains in Australia and New Zealand. After more than 20 years of operations, AHS now provide outsourced housekeeping services for more than 200 hotels and serviced apartments, servicing more than 11 million hotel rooms each year and employing more than 6,000 trained and dedicated housekeeping professionals. We look forward to continuing our successful relationship with our industry partners and providing them with award winning services. Equally important, we are excited at the opportunity to continue our partnership with HM Magazine and being a co-host of the HM Awards.
THE ASHLEY SPENCER SERVICE TO THE INDUSTRY AWARD Presented by:
RECIPIENT:
David Seargeant, Event Hospitality and Entertainment Adam Daff and James Wilkinson (HM) receive the Award on behalf of the Deague Family
HM AWARDS HALL OF FAME INDUCTEES Presented by:
INDUCTEE:
The Deague Family, Art Series Hotels 50 HM The Business of Accommodation
Co-hosted by
A big heart: Over $55,000 was raised at the 2017 HM Awards
Co-host message We would like to start by congratulating all of the nominees and recipients of the 2017 HM Awards. The event was, once again, a great success and it was fantastic to celebrate those individuals and properties that are at the forefront of the hospitality industry’s ongoing growth and success. We hope if you attended the evening that you were well looked after by our students who volunteer every year for the opportunities they can receive from participating in this industry event.
Over $55,000 raised for Sydney Children’s Hospital Foundation The hotel industry once again showed its massive heart at the 2017 HM Awards, raising a record AUD$55,000-plus for the Kids Cancer Centre’s Brain Tumour Program at the Sydney Children’s Hospital Foundation.
T
he 2017 HM Awards charity, the Kids Cancer Centre’s Brain Tumour Program at the Sydney Children’s Hospital Foundation, was selected to support a program that has touched one of the industry’s own over the past 12 months. Last year, Accommodation Association of Australia CEO Richard Munro’s son Millar was diagnosed with terminal brain cancer and it had been our intention all year long to support the Kids Cancer Centre’s Brain Tumour Program at the Sydney Children’s Hospital Foundation, which had been an incredible support to the Munros and hundreds of other families. Tragically, just a few days before HM Awards, little Millar, aged 6, passed away. In an amazing sign of courage, Richard came to the HM Awards a day after his son’s funeral to talk about the Brain Tumour Program and how much the Sydney Children’s Hospital Foundation helped his family during the toughest of times. His courageous speech was moving, emotional, incredible and passionate, and led to the audience supporting a cause like never before at the HM Awards. Richard’s words followed a speech from Millar’s doctor, Professor Richard Cohn (Head of Clinical Oncology at the Sydney Children’s Hospital’s Kids Cancer Centre), who spoke about the daily challenges the Munros and other families have faced and the funding that’s constantly needed. The hotel industry rose to the challenge, raising over AUD$55,000 – the most ever on a single night – at the HM Awards, through almost 150 generous attendees at the event. “The result is outstanding and will help meet ongoing efforts to improve outcomes for the patients,” Professor Cohn told HM after the event. HM magazine was proud to facilitate the fundraising at the 2017 HM Awards, which was also aided through some amazing silent auctions on the night from several sponsors and hotels. Special thanks goes to Sealy for donating a Posturepedic ‘Exquisite’ bed worth over AUD$8,000; The Rees Hotel and Luxury Apartments in Queenstown, New Zealand for a 3-night stay worth over NZD$5700; Outrigger Fiji Beach Resort for donating a 5-night stay valued at over AUD$2000; Sofitel Auckland Viaduct Harbour in New Zealand for donating a two-night stay worth over NZD$1200; Nespresso for donating a ‘CITIZ & MILK’ machine worth AUD$399; JANUS et Cie for donating an ‘Oursin’ candleholder worth AUD $395; and Sanpellegrino for donating a year’s worth of products worth AUD$310. n
With the sadness that has overcome our school in the past month, we would also like to thank HM for the touching tribute at this year’s ceremony to our greatly missed Alumni Ambassador Val Cook. The space that he has left both within our school and the industry is vast and we will miss him dearly. It was a moving experience to witness such large public recognition for our colleague and friend. This year, it was wonderful to see so many of our alumni nominated at the HM Awards, representing not only their brands but also BMIHMS. Always close to our hearts though is the Rising Star Awards in which we were represented by two newly graduated students. Once again, we would like to congratulate Ira Frey, Ovolo Hotels who shared the title of Rising Star of the Year. This was one of this year’s most highly contested categories with over 100 entries and we are extremely proud of Ira who only graduated from a Master in International Hotel Management in March 2016. All of the nominees are incredibly hard working and it’s wonderful to see their efforts being acknowledged by the industry in this way. Coincidentally, employability and innovation have recently come to forefront of the political agenda for the education industry, so it is exciting to see hospitality becoming a career of choice and being celebrated in such a way at events like the HM Awards. BMIHMS has always put employability and innovation at the forefront of its teaching model through strong partnerships with industry. We pride ourselves on making sure our students are work ready as soon as they graduate, and it is no coincidence that 96% of our graduates are in full-time employment within three months of completing their studies. We’d like to take this opportunity to thank our industry partners for giving our students such fantastic industry placements, networking opportunities, and guest lectures. It is through these partnerships that we are able to make our teaching model more real and engaging. Blue Mountains International Hotel Management School once again holds the title of the number one hospitality management school in Australia and Asia-Pacific (TNS, 2017) and we contribute our ongoing success to our close industry ties. Congratulations again to all of the winners and nominees – we are proud to be part of such a strong and talented industry and look forward to seeing where it takes us next.
hotelmanagement.com.au 51
2017
The Mercure Sydney Parramatta team
The Ovolo team
Co-host message As a long-term partner of HM Magazine, Intrust Super was proud to sponsor the 15th annual HM Awards for Accommodation Excellence. We were proud to help recognise the accommodation industry’s finest employees, properties, brands and chains from across Australia, New Zealand and the South Pacific.
Swissotel Sydney team
Congratulations to all the 2017 winners and finalists. Your outstanding efforts ensure the industry continues to raise the bar in delivering an exceptional experience that leaves a lasting impression on the customer. 2017 has also been a great year for Intrust Super. The Fund won several awards, such as SuperRating’s Platinum ‘Best Value for Money’ rating for the eleventh year in a row and Money magazine’s ‘Best Value Insurance in Super’ award for the fifth consecutive year. We couldn’t have achieved these results without all the input and feedback from our accommodation partners.
Ciaran Gribbin performs
Team Best Western
BMIHMS team
Thank you to HM for another outstanding effort and congratulations once again to everyone recognised on the night. Team Doma d and family Sofitel’s Catherine For
The Elements of Byron
52 HM The Business of Accommodation
team
Mercure Sydney Airpor
t team
Q&A
Leading Marriott TO ASIA-PACIFIC SUCCESS
Marriott International’s President and Managing Director of Asia Pacific, CRAIG S. SMITH, was named Asia-Pacific Hotelier of the Year at the 2017 HM Awards. HM sat down with him to talk about the award, performance, Chinese outbound travellers and much more. By James Wilkinson in Hong Kong
54 HM The Business of Accommodation
Q&A Congratulations on winning Asia-Pacific Hotelier of the Year at the 2017 HM Awards… how as the award received amongst colleagues?
I
had the honour and the privilege of receiving the Asia-Pacific Hotelier of the Year at the HM Awards and was humbled to learn that my industry peers voted on the outcome. It is due to the outstanding contribution of all our associates in all our hotels across the region that results in Marriott receiving the top award at prestigious events like this.
We’re here chatting today at the W Hong Kong and it’s one of your more recent acquisitions as part of the Starwood takeover. How is the transition going?
It’s going great. We really brought together two incredible companies not just from a brand perspective – the brand perspective itself is great – but we brought together great loyalty programs and we brought together great talent.
What kind of interest are you getting from owners at present? You have got a huge pipeline of new hotels coming and the development teams are signing more than ever. Interestingly, the owners saw this as soon as we announced it and they saw the benefits on the top side, on the bottom line for profits for them very quickly and so our pipeline continues to grow. And we have a lot of interest and we have owners that were traditional Starwood owners that are now asking about legacy Marriott brands and vice versa.
Which of the Starwood brands are creating a buzz for you at the moment?
St. Regis and W Hotels. W is a halo brand that carries an incredible image across all the brands and St. Regis is one that we also see great growth potential in the luxury space, which continues to grow in this part of the world.
Why does the luxury space excite you so much here in Asia-Pacific?
Well, it’s huge here. It’s aspirational for people that may go on business trips and stay at select service or the moderate tiers. But at the same time there’s a huge growth of folks that want to stay in luxury hotels and even the younger generation wants to save up to go on vacation, or when they work, they want to stay in luxury hotels nowadays.
Sheraton because we want to lift it up a little bit and bring in some more growth for the brand. We’re really excited about growing Sheraton.
In terms of performance, how is everything going in AsiaPacific, especially given all of the changes?
I’m very happy… we have had a great start to the year. Last year, as a company our internal tagline was ‘better together’ and it really has been an incredible first quarter. Asia-Pacific is just booming. We have great talent. The hotels are doing well. Our RevPAR has been up and we continue to, as large a company as we are, able to attract some of the best talent.
When you look at the talent side, you were able to acquire some great talent from Starwood. How is that transition coming along for those staff members?
Really good. There are some bumps in the road anytime that you have an integration of companies because you’re bringing two different cultures together and we continue to work through that. But we’ve got great leaders and they’ve embraced our company and Aloft Perth Rivervale I think our folks continue to embrace them and the new ideas they’re bringing with them.
If you look at market segments, which markets segments like business and leisure have been solid for you?
The leisure segment is actually growing faster than business travel everywhere in the world. It’s happening in the United States and here in Asia-Pacific. And for most of the outbound Chinese travellers, it’s really about leisure. Interestingly, if you had asked me about five- to seven-years ago would we see Chinese travellers in resorts I would have said no, they only travel to most of the big cities because they want to go shopping. But today, in every one of the resort destinations in AsiaPacific, the number one source market is China.
Craig it certainly is an exciting time for Marriott and for the region as well. Thanks for your time and congratulations on the HM Award once again. Thank you. Again it was an honour and a privilege to receive it. n
In terms of the brands growing, do you have the potential to bring more of the global brands into Asia-Pacific, such as Moxy which recently debuted in Japan?
Yes, we just launched Moxy in Japan and that’s exciting for us. We’re continuing to grow the brands and we have 20 out of our 30 brands here in Asia-Pacific. There’s still room to bring some others in, but there’s still plenty of room to grow the brands that we have today.
In terms of the legacy brands, Sheraton also continues to be a very popular brand from a development standpoint too, doesn’t it?
Sheraton certainly is and we have a lot of requests for new hotels and we continue to open a lot of them. Sheraton has built a great brand image over the years and what we are doing is working on the product for
HM flew to Hong Kong with CATHAY PACIFIC, which has over 80 flights a week to Hong Kong from Sydney, Melbourne, Brisbane, Perth, Adelaide, Cairns and Auckland. Onboard the new futuristic A350s that operate on several routes, expect inflight WiFi, mood lighting and better cabin pressure to reduce jetlag, and in Business Class, flatbed suite-style seats, Chinese and western cuisine, premium wines and a new craft beer called Betsy, brewed for drinking at 35,000 feet. www.cathaypacific.com
hotelmanagement.com.au 55
Dedicated TO SUCCESS General Managers
Interviews by James Wilkinson
A Novotel Wellington superior king room
HM sits down with the HM Awards General Manager of the Year winners: SCOTT WALTON from Wyndham Resort Denarau Island Fiji, PHILIP HILTON from Novotel and ibis Wellington, and CLINTON FARLEY from Radisson on Flagstaff Gardens Melbourne to find out the secrets to their success. Congratulations on winning an HM Award… how was the award received amongst colleagues?
Scott Walton
Philip Hilton
Clinton Farley
Scott Walton: I have received glowing praise from fellow Wyndham colleagues via email, Facebook, LinkedIn and WhatsApp – a literal bombardment of the inbox and a string of ringtones as each app started to ding. It was very nice to receive congratulations from several of the nominees, all whom I have the highest respect for in the industry in the South Pacific and Fiji. I must say it was extremely humbling to receive the award with such a prestigious list of finalists. Philip Hilton: I was genuinely truly surprised, especially due to calibre of other finalists, however on reflection, it’s our teams in Wellington across the four hotels that work tirelessly and at times in challenging and unique situations. I’m very lucky to work with such talented and dedicated people. The feedback has been remarkable and really has highlighted what an engaged industry we work in. Clinton Farley: Wow, what a response it’s been since the night of the awards and from a global audience as well. The HM Awards are truly the key industry awards for Australasia and the Pacific, recognising the efforts of industry leaders from the foundations of our industry up. Being recognised as Australian General Manager of the Year, I have received congratulatory messages from industry contacts throughout Australia, New Zealand and internationally. A post I put up on LinkedIn following the awards was viewed 26,000 times within three days. Absolutely amazed and flattered.
56 HM The Business of Accommodation
How is business at present and what are your expectations for the remainder of the year?
SW: Wyndham Resort Denarau Island is a little unique in that it operates year-round at capacity. We have an extensive sales and marketing team that ensures occupancies never falter. The entire Wyndham team contributes to the overall success of the property. 2017 will see another record year for Wyndham Denarau Island. PH: The seasonality of Wellington has delivered a challenging winter period, however as we move into spring we have the unwrapping of Sofitel Wellington and the success of the work we’ve been doing to establish and position the newly refurbished Grand Mercure Wellington to look forward to. Whilst we are not complacent, Wellington traditionally has a strong final quarter and I expect this to be the case again this year. CF: The hotel has experienced a solid year of performance against expectations with a cracker August just complete. Having said this, Melbourne like many parts of Australia has seen an influx of short-stay and unregulated offerings coming to market. Whilst this has seen some impact to ADR over peak event periods, the market has acclimatised fairly-well and occupancies have maintained steady. The last few months of the year are appearing strong with key events such as the AFL Grand Final, Spring Racing and the Ashes to see the year out before we all sit back with a glass of Champagne and fireworks to welcome in another impactful year of hospitable visitor experiences!
General Managers What makes your property so unique in your opinion and what are some of the key things that you’re doing to both keep guests returning and attracting new guests?
SW: Our unique selling point is the Fijian people and we let them do what they do best. We have a highly dedicated and stable team at the resort who welcome guests in such a genuine manner that they never want to leave. When it comes time to go home many are already looking at dates for their return trip. Testament to this is that we are holding an average occupancy rate of 89 per cent across the next 12 months. Keeping the team energised and focused on offering our guests exactly what they are looking for is key. One of the benefits of having a full hotel year-round is that the team has been built in a manner to always offer consistent and memorable holiday experiences, enabling us to maintain the highest level of customer satisfaction. PH: Across all of our hotels I truly believe that it is our people that are at the heart of what brings success to a hotel, placing guest engagement at the forefront. Novotel and ibis Wellington have a strong loyal corporate and government dominated guest base who are really looking for the home away from home consistent experience, and that’s what we strive to deliver. The infrastructure around loyalty continues to evolve and this continues to be a key driver in allowing us to better understand our guests and their preferences. We have listened to our guests and their sentiment that in-room entertainment and WiFi is one of the highest valued expectations. As a result we have reviewed and invested in this space. CF: Radisson on Flagstaff Gardens is one of those Melbourne icons that has been in market for almost 20 years. In fact, February 2018 will see the hotel celebrate this milestone birthday. The location of the hotel offers the best of both worlds; within the CBD, immediately adjacent to one of the city’s most beautiful open-space recreational gardens, on the free tram route and within a few hundred metres of the metro and Queen Victoria Market. The hotel focusses on the little touches whilst ensuring each and every stay is a memorable one for all the right reasons. We do things differently and empower the team to think outside the square, driving both ownership and engagement with a Yes I Can! service focus. Integrity, leadership, caring, giving our all and never giving up are the foundations of welcoming many guests back over the years as regulars. Fluid hotel updates have been a key focus over the years as is an exciting full rooms refurbishment planned for 2018.
Radisson on Flagstaff Gardens Melbourne (and above)
Novotel Wellington
F&B is a key focus for the property… what are your standout outlets and how are you ensuring a top-notch offering on a consistent basis?
SW: Consistency is crucial. Reading your demographic and delivering what guests want is important too. Location and variety certainly make the job a little less difficult. The Beach Shack Bar and Grill is situated beach side so guests can enjoy breakfast, lunch and dinner with a water view or cocktails at sunset as the Fijian sun drops below Malolo Island. Mamacita Mexican Bar and Restaurant is an icon on Denarau Island, featuring exquisite Mexican fare, and it boasts a Lovo on Tuesday nights. Mamacita is frequented as much by our guests as it is by the surrounding hotels’ guests. I would highly recommend it for a great value and fun dining experience. A handy tip is to ask the Mexican chef for something authentic from his hometown. Brace your taste buds. PH: At Novotel and ibis we understand the importance of a good healthy breakfast offering is a key driver of guest satisfaction across all segments of the business. Breakfast variety, quality and consistency is highly scrutinised and we are competing with Wellington’s abundant café scene. Our focus on this part of the business has seen capture rates and guest satisfaction scores improve. CF: Food and Beverage plays an important part in the hotel’s overall guest experience journey. When I refer to experience journeys, each and every guest is on a journey of touchpoints throughout each and every stay. At Radisson on Flagstaff Gardens Melbourne the hotel’s flagship Restaurant and Bar is HQ’s on William, named in honour of the building which was initially operated as the Police Headquarters for the top end of Melbourne CBD. Topnotch service is a clear focus as the team are encouraged to create memorable moments at each touchpoint. Within Food and Beverage, the team receive regular training and development, guest feedback is monitored closely as well as recruiting the services of a mystery shopper program to fine tune at every available opportunity. hotelmanagement.com.au 57
General Managers Tell us the path you’ve taken to your role and what are some tips you have for GMs of the future?
SW: I have been incredibly lucky in my career, starting in F&B and attaining a role as a director of food and beverage. I then jumped ship, stepping back from being a department head to take on a duty manager position. From these roles I was able to learn both sides of hotel operations intimately. My advice to aspiring GMs is to take the right opportunities when they present themselves to gain insight into how hotel operations function. In any forum, if volunteers were ever asked to get involved with projects, whether it was in the hotel or the community, I’ve always put my hand up first. Through watching the industry ebb and flow, learning what to do and what not to do, and learning from my mistakes, my tips are as follows (and they are ‘age old’ I am afraid): Always look for the strengths in your team and nurture these. Great people make you a greater leader. I was lucky to be accepted as a mentee as part of Wyndham’s mentor program. We have all had mentors in the past, some you will easily recognise, others not. I tell my staff, don’t ever not have mentors and always try to be one. I cannot stress how important it is to have a mentee/mentor relationship at every stage of your career. I am now a mentor in the Wyndham program and have a full understanding of the responsibility and how important it is. Another leadership tip for emerging GMs is to look at where you are, what you are trying to be and make the decision. Good or bad. PH: My hospitality career started in hotels as a Trainee and I still remember my first day working in a hotel, as a kitchenhand. I had various accounts roles which ultimately led to a role of a multi hotel Financial Controller. Following this, I then moved back into operations with the aim of being a General Manager. I always had a desire to be a General Manager and I have been fortunate to have been given some great opportunities by AccorHotels over the past 20 years. Wyndham Resort Denarau Island Fiji
58 HM The Business of Accommodation
The one thing I have learnt along the way is to not be in a hurry as every day in hospitality is an opportunity to learn. Work hard, learn from those around you and don’t be afraid to ask questions. In doing so this will provide a platform of growth and opportunities. CF: I entered the wonderful world of hospitality some 19 years ago, joining the Carlton Hotel in Auckland as a casual porter. Working my way up through the ranks, experiencing every role I could from concierge, front office, communications, reservations, touching on F&B, a stint in executive office and sales and marketing. A stint working in the 5-star luxury lodge market and then on to global brands Accor, Hilton Worldwide and Carlson Rezidor, across both New Zealand and Australia. I attribute my success to working from the ground up, understanding every facet of the business whilst never losing sight of the need to build a happy and engaged team who deliver the results. Tips for future General Managers? Firstly, engage your team, they drive the results. Be active within the industry, drive community impact engagement and grow personally through industry related board engagements. Secondly, live and breathe culture and company values whilst ‘walking the talk’, it’s an oldie but highly relevant to taking a team on a successful journey. n
We’re OWNERS, TOO The senior team of Mantra Group are all shareholders – owners. Everything we do is designed to deliver better benefits to the owner. We are just as passionate about our balance sheet as you are about yours. The success of our bottom line performance is as important to us as it is to you.
There is no secret to OUR S U CC E SS We have taken an innovative approach to lowering operating costs. We took an entrepreneurial route to centralising services for greater effect. Our average rate performance is above the rest and we own and operate three strong brands that are clearly differentiated to resonate with their customers.
With a mandate for expansion, Mantra Group is committed to securing new footholds throughout Australia.
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Management Agreements
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Management and Letting Rights
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Lease
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Freehold Ownership
DEVELOPMENT AND ACQUISITIONS ENQUIRES Australia
International (Singapore office)
Lisa Kirkup | Development Manager
Andrew Turner | Vice President Acquisitions
Andrew McTaggart | Development Manager
Phone: +65 9743 2460
Phone: 07 5631 2500 | development@mantragroup.com.au
andrew.turner@mantragrouphotels.com
Demand Development
SELECT SERVICE IN
HM speaks to some of the world’s leading chains about why Select Service is one of the hottest segments in the industry at present. ibis Styles Brisbane Elizabeth Street
ACCORHOTELS Lindsay Leeser Vice President Development Pacific and Vice President Franchise Pacific Why is the select service segment popular at present?
There is a strong demand for quality, affordable and convenient hotels that cater to travellers who are seeking a more convenient, fuss free offering. The number of low cost flights continues to increase alongside a robust self-drive market which is helping to fuel the growth in this segment. AccorHotels is the leader in the market offering more than 60 select service and economy hotels across the ibis Budget, ibis Styles and ibis brands in Australia.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
Up to 50% of AccorHotels’ pipeline across Australia and New Zealand is in the select service and economy sector. Regional towns within three hours of key capital cities are currently offering strong opportunities for economy hotels. This is because domestic travel continues to grow, with increasing demand from families and ‘free independent travellers’ on leisure road trips. The number of airport hotels is set to rise. These properties make a lot of sense when you think about how economy brands can be suited to guests checking-in for just one night. Demand in key cities shows no signs of slowing down - Melbourne and Hobart are very popular.
What’s in the select service development pipeline across the region for 2017-18?
2017 has already proved to be a year of growth for the ibis brand. AccorHotels opened ibis styles Hobart in July which is the largest hotel in Hobart with 296 rooms. The property also has an impressive range of facilities including a rooftop indoor heated lap pool, two saunas and free WiFi throughout. Mr Good Guy is the hotel’s vibrant bar and restaurant serving up Asian street food and featuring a quirky drinks menu which is earning strong reviews from guests and locals alike. 60 HM The Business of Accommodation
Interviews by James Wilkinson
In the latter part of this year, our teams are looking forward to the opening of ibis Brisbane Airport. The 243-room property, which shares its grounds with Pullman Brisbane Airport, adjoins a new conference centre and will provide a boost for the local economy. The hotel will offer an alfresco restaurant, a bar and café, and a rooftop bar with spectacular views across Brisbane Airport. Looking ahead to next year, ibis Melbourne Little Lonsdale Street is set to open late 2018, part of the first vertically integrated dual branded hotel in Australia which will span 270 rooms. ibis Budget Sydney Central will open late 2018 and construction will begin on ibis Styles Perth. We will be in a position to announce even more exciting ibis hotel projects before the end of 2017. As a team we are incredibly proud of what we have been able to achieve through the ibis portfolio. This is evidenced by the fact that ibis Budget Sydney East, ibis Styles Brisbane Elizabeth Street, ibis Sydney Airport and ibis Adelaide have each been nominated in the Economy hotel of the year category at the HM Awards this year. For AccorHotels globally, there is an increasing number of exciting new ibis, ibis Styles and ibis Budget hotels under construction continuing to strengthen the brand in the global economy segment.
BEST WESTERN AUSTRALASIA Georgina Williams New Business Development Why is the select service segment popular at present?
At Best Western, we believe select service is the fastestgrowing segment for several reasons. It’s easier for owners and developers to secure finance than a full-service property. It is also more cost-effective because there are fewer departments to manage, making it more profitable to run. Meanwhile, consumers are attracted to the lower ADR and in many cases are not concerned by the lack of public space or limited amenities. Brand proliferation makes select service very popular within a group’s pipeline growth, because it is unlikely to cannibalise the business of a fullservice hotel even if it is located within proximity to each other.
Development It’s important to ensure that service quality – while it may be limited – remains professional, friendly and be even more proficient to meet consumer expectations. Quality of service will be the sector differentiator.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
Best Western’s view is that gateway city and airport locations in Australia and New Zealand offer the best prospects for this sector. Demand for select service properties is closely linked with growth in international visitor numbers, which puts Australia and New Zealand in a sweet spot with inbound tourism in both markets forecast to grow strongly over the next few years.
What’s in the select service development pipeline across the region for 2017-18?
We are aiming to more than double its overall inventory with the addition of multiple high-quality hotels, including many new-builds across the region. Much of this expansion will be driven by Glo, Best Western’s select service lifestyle brand, which has been very well received by the market. Locally we have a robust pipeline of potential suiters in the key markets in Australia. This brand will be established worldwide, and besides United States with their recent construction announcement, the strongest growth for Glo is in Asia, where there are enormous opportunities in the new build/construction markets.
CARLSON REZIDOR HOTEL GROUP Barry Fleischmann Director - Development, Australasia Why is the select service segment popular at present?
Because there is exciting new product in this segment. select service hotels today are either re-invented fresh new generations of established brands or new concepts with unique personalities appearing or soon-to-be appearing in Australasia for the first time, such as our Radisson Red. Radisson Red is a leader in the lifestyle select service segment and built for the Millennials and the ageless millennial mindset. Its design is typically bold and uniquely informed by local art, materials and themes. Red recognises that today’s guests seek a DIY, customisable experience driven by technology and provides state-of-the-art solutions. Our ‘Red Face’ gym ensures a great place to work-out. Red is committed to a local ideology and endeavours to serve artisanal foods, craft beers, and boutique wines. The select service segment’s popularity with developers stems from its more efficient design, higher ratio of revenue producing space (less BOH), higher operating margins, and an ability to activate an area. In a mixed-use or town centre development, these hotels tend to support and compliment other components, providing a synergistic impact to the overall project.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment and what is in the development pipeline for 2017-18? Radisson Red is a very malleable and versatile brand. It is particularly well suited for mixed-use developments, airports locations, and urban land footprints including historic redevelopments. As such we are targeting these locations in all major cities throughout Australasia.
of the reason for the popularity of owning and operating select service properties is the relative ease of operations. Without the extensive array of facilities, services and amenities, select service hotels have fewer departments to manage and are more efficient to operate. Because of this, labour costs are also minimised, which in turn contributes to the efficiency and profitability of these types of properties. Many larger brands, Choice Hotels included, also love the select service segment as it allows growth in market share and it attracts new travellers through brand proliferation. For example, our Ascend Hotel Collection fits nicely into this space as it is uniquely different from our Econo Lodge, Comfort, Quality and Clarion brands. The Ascend Hotel Collection also attracts a different target market, as well as unique independent properties wanting to extend their own footprint and distribution opportunities within this segment.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
At Choice, we are seeing a significant focus in demand for select service properties in all CBDs across both Australia and New Zealand. Our Ascend Hotel Collection is particularly relevant to the select service segment. It allows boutique, unique and historic hotels to keep their identity and authenticity, whilst still tapping into Choice Hotels’ revenue generating global reservations and distribution system and marketing, sales and operational support programs.
What’s in the select service development pipeline across the region for 2017-18? We are seeing that many of the select service properties in our development pipeline are a combination of both new builds, which we hope to see open over the next 12-24 months, and also unique independent properties, that are primarily situated in CBD locations.
IHG Matthew Tripolone Head of Development – Australasia Why is the select service segment popular at present?
On one side, consumers are becoming increasingly savvy and distinctive. Many travellers will pay a premium for the glamour of the ‘InterContinental Life’ or will seek a hotel that matches their lifestyle needs, for example Even Hotels for the wellbeing-focused traveller. But a significant - and growing – segment of savvy guests just want simple, smart travel. These guests tend to be more economical and focussed on having the key things they need, but still enjoy that bit more where it matters most – like a great bed, a great shower, good WiFi and a great breakfast. That’s where select service fits a clear niche. On the development side, select service is an attractive proposition. Land is a significant component of development cost, so select service allows them to maximise key count and provides for an efficient operating model with better yields. Four Points by Sheraton Melbourne Docklands
CHOICE HOTELS ASIA-PAC Sarah McCully General Manager - Development Why is the select service segment popular at present?
The select service segment blends itself extremely well to the ever-growing movement of the boutique or lifestyle hotel trend. However in practical terms, and in particular for hoteliers, a large part hotelmanagement.com.au 61
Development MANTRA GROUP Lisa Kirkup Mantra Group Development Manager Why is select service a popular segment at present?
Tribe Perth
IHG has found phenomenal success with our select service brand, Holiday Inn Express. It’s our fastest growing hotel brand globally and makes up almost half of our global hotel footprint. Here in Australasia the select service drumbeat is equally strong. In a short space of time we’ve built a pipeline of eight Holiday Inn Express hotels, with three already open. The latest in the family, Holiday Inn Express Adelaide City Centre, opened in August.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
We are focused on opportunities in all key cities, in particular Sydney, Melbourne, Brisbane, Adelaide, Auckland, Perth and Queenstown, as well as second tier cities like Newcastle, Gold Coast and Canberra, and have already secured sites in many of the these markets
What’s in the select service development pipeline across the region for 2017-18?
IHG currently has 34 Holiday Inn Express hotels open in AMEA and 31 in the pipeline. In Australasia, we have three hotels open in Macquarie Park, Brisbane and Adelaide, and will open new hotels in Queenstown, Christchurch, Auckland, Melbourne Little Collins and Melbourne Southbank over the next couple of years.
Today’s modern travellers have different priorities to traditional guests, which reflects the demands of today’s fast-paced, demand-centric style of living. With this, we’re seeing continued growth in demand for the delivery of product offerings that are more adaptive to travellers needs and more accessible in their delivery. Select service hotels are certainly not a new paradigm, but their demand is most certainly growing. The key to the success of this segment is the refinement of service offerings to better cater to guest expectations, removing the noise and hidden extras to focus on what is important for modern guests. Select service does not necessarily mean budget as just as often today they are embodying luxury designer-driven and highlyfunctional guest rooms, unique and social living areas and cuttingedge technology. What it means ultimately for guests is that they benefit from greater affordability and a service focus on what matters to them.
Which areas across Australia, New Zealand and the South Pacific are in demand in the select service space?
Demand for select service hotels is not defined by regions. For that reason, select service hotels have an important place in destinations throughout Australia, New Zealand and elsewhere around the world. Corporate and leisure markets alike are embracing this rapidly growing segment of the market due to strong guest demand for affordable accommodation, which also offers the most sought-after and utilised facilities you’d find in a full-service hotel.
Hilton opens state-of-the-art Garden Inn hotel in Singapore Hilton Garden Inn, Hilton’s upscale focused service brand, has debuted in Singapore in one of the city’s best locations. The new-build 328-room Hilton Garden Inn Singapore Serangoon is one of the brand’s most modern on the planet and continues the rapid global expansion. “As a testament to our commitment to sustaining Hilton’s growth through Asia Pacific, we are proud to open our first Hilton Garden Inn in Singapore, a prominent gateway city in South East Asia,” said John Greenleaf, global head, Hilton Garden Inn. “Hilton Garden Inn Singapore Serangoon is located in Singapore’s Little India district – one of the most vibrant and well-connected areas of the iconic Garden City. “With the brand’s globally recognized service-driven culture, bolstered by its high standards of comfort, safety, cleanliness and flexibility, we are confident in our ability to provide guests with exceptional experiences each and every time they stay with us.” Situated at one of Singapore’s top historic enclaves, just off Serangoon road, the Hilton Garden Inn Singapore Serangoon offers travellers a bright and energetic welcome to the Garden City. Hilton Garden Inn guests will be treated to numerous amenities and services at the hotel. Hilton Garden Inn Singapore Serangoon features the innovative Digital check-in and Digital Key; made available via the Hilton Honors mobile app. Guests are able to select their room and access their room using the app, providing a new way for guests to personalize their stay. Guests can dine at The Garden Grille, which offers cooked-to-order breakfast and evening room service. The Pavilion Pantry is open 24 hours and features a full selection of snacks, treats, beverages, and ready-to-cook meals. The hotel also offers complimentary WiFi offered throughout the premises, a state-of-the-art fitness centre, as well as outdoor pool overlooking the city.
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Hilton Garden Inn Singapore Serangoon (and below)
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Development
An artist’s impression of the new Adina Brisbane
Guests’ desires to pay for only those services that they need (and use) is not a new concept, but is certainly a growing one for today’s travellers, who are arguably more informed than ever before.
What’s in the select service development pipeline across the region for 2017-18?
Many of our new build properties in our confirmed pipeline have been influenced, in some way, by select service principles. Modern interior design is increasingly adopting new ways of thinking about hotel design and amenity, incorporating clever open plan meeting spaces and crafty work nooks which typify the way guests prefer to live and travel. Developers and owners are exercising imagination and flair to deliver assets that offer guests greater flexibility and functionality. A perfect example of this is the newly-opened Tribe Perth (which Mantra Group is managing as its first external brand), which offers an edited hotel experience and provides an innovative alternative for today’s traveller. The hotel’s guest rooms have been cleverly crafted to complement its unique living areas, all complete with free Wi-Fi, signature beds, smart TVs and more.
MARRIOTT INTERNATIONAL Richard Crawford Senior Director, Development - Australia, New Zealand, and Pacific Why is the select-service segment popular at present?
Successful select service hotels respond effectively to travel consumers who value customised experiences that focus on the essentials and respect their budget. Such offerings are not, however, confined to the economy hotels segment, with select service principles now central to many brands that occupy the midscale, upscale, and even upper upscale segments. The popularity of the segment is undeniable, with STR reporting that in 2016 select service hotels accounted for 70 per cent of all lodgings in the U.S. For consumers, select-service hotels offer a fresh take on accommodation, characterized by a respectful recognition of their basic needs, delivered with a signature flair, at a price they can afford. In that very way, Marriott International is recognised as the global pioneer of select-service hotels, with the launch of Courtyard by Marriott in 1983. A testament to the ensuing growth in the segment is that today Courtyard is the largest of Marriott’s 30 brands, with over 1,100 hotels in 47 countries. For developers, reduced GFA requirements and generally lower development costs make select service hotels a sound development proposition, helping to unlock overdue new hotel supply in certain markets. Operationally, the benefits of a lower-cost operating model (defined by reduced labour expenses), are far-reaching, delivering 64 HM The Business of Accommodation
improved operating margins, higher owner returns, and greater affordability for guests.
Which areas across Australia, New Zealand and the South Pacific are in significant demand?
CBD, metropolitan, and leisure locations right across the Australia Pacific region are all fertile territories for select service brands, because of the appeal of their inherent principles to corporate and leisure travelers alike, whether from Australia or abroad. Marriott International has multiple opportunities under assessment across the region for our five core select service brands, namely: Courtyard by Marriott, Four Points by Sheraton, AC Hotels, Aloft, and Moxy. In fact, for the first half of 2017, these select service brands accounted for the lion’s share of all new hotel development opportunities assessed by Marriott International in the Australia Pacific region. During this period, opportunities assessed by Marriott International have been most prolific in Victoria, followed by New South Wales, then Queensland. Outside of Australia, hotel development prospects are becoming more plentiful across New Zealand’s gateway cities, where investors are eager to capitalise on that country’s sustained stellar tourism performance.
What’s in the development pipeline and what are your development ambitions in 2017-18?
Globally, Marriott International has a record pipeline of almost 3,000 new hotels, meaning a remarkable 23 per cent of all hotels currently under construction across the world will carry one of Marriott International’s brands. In the Australia-Pacific region, 20 new hotels have been contracted and announced, with Marriott’s regional portfolio set to surge beyond our target of 50 properties (12,000 rooms) in the next five years. Notably, Marriott’s select service brands are featuring prominently in the current development rollout across Australia, including the recent opening of Aloft Perth (224 keys) and Four Points by Sheraton Docklands (273 keys). Looking ahead, new Four Points by Sheraton hotels in Auckland, Sydney, and Parramatta, plus an Aloft in South Yarra, and a Courtyard by Marriott in Perth, all represent exciting near term advancements for Marriott.
NEXT STORY GROUP Tushar Raniga Area Vice President, Business Development Why is the select service segment popular at present?
With the rise of the sharing economy has brought with it a new perspective on people’s needs. The new value that is attracting our guests is a platform to facilitate meaningful exchanges, collaboration,
Development inspiration and a sense of community. A select service model allows guests to pick and choose what will be of value to them, and when they want it.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
Areas that are in demand for a select service model range from fringe CBD locations, to regional. Places like Western Sydney, Newcastle, as well as fringe locations in Auckland, Suva.
What’s in the select service development pipeline across the region for 2017-18?
We are looking currently at Sydney, Melbourne, Brisbane, Taipei, Hong Kong, Vietnam and India for the rollout of our model.
TFE HOTELS Rachel Argaman Chief Executive Officer Why is the select service segment popular at present?
Guests are choosing select service hotels more often these days because as modern travellers, many are choosing to engage more in the local area and its attractions than spend all their time at a hotel. From a Hotelier’s perspective, select service hotels focus more on the needs of the guest for the market segments and the region that they are built in, therefore creating efficiencies during development by omitting unnecessary areas from construction and limiting services offered when operating. This produces a more profitable return for the owners and more targeted services for the guest. Our Travelodge Hotels work well because of their ‘Refreshingly Simple’ offering of giving guests ‘more of what you want and less of what you don’t’, delivering the essentials in terms of comfortable rooms and free WiFi, but offering limited room types and mostly restricting F&B offerings to breakfast and Grab and Go drinks and snacks. Travelodge Hotels is a very popular product with good market recognition. More and more, the modern traveller is seeking out full service apartments when they travel away from home. Our Adina Apartment Hotels’ model is very popular with guests and developers and it can be considered select service. They are designed for people to act as though
they were at home – cooking in their own kitchens and relaxing in spacious living areas with laundry facilities if needed. Alternatively, with the ever increasing food delivery options available, having food delivered and eating in your apartment has never been easier. They generally do not have a hotel-operated restaurant and don’t offer concierge, valet or porters.
Which areas across Australia, New Zealand and the South Pacific are in significant demand for the segment?
Select Service hotels and apartment hotels work well in any market. We have more than 30 Adina Apartment Hotels in capital cities all around Australia, in New Zealand and in Germany, and close to 20 Travelodge Hotels in Australia and New Zealand. In New Zealand, Auckland and Queenstown are in particularly high demand right now and we are looking at options there.
What’s in the select service development pipeline across the region for 2017-18?
Our next beautiful Adina Apartment Hotel, with a third party-operated restaurant, opens at Queens Wharf in Brisbane early in 2018 and will be a spectacular property, a real addition to the Brisbane market. In September we opened an excellent new product, Travelodge Hotel Sydney Airport, which takes select service to the next level, servicing the huge increase in demand from airline passengers and corporates through Mascot, with all the hallmarks of Travelodge but also a 24-hour food and beverage offering. n
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Concierge Corner
Masters OF THE Keys HM sits down with the Concierge of the Year winners at the 2017 HM Awards, PETER BROWN, Chief Concierge at Hyatt Regency Sydney, and PETER McBREARTY, Chief Concierge at The Langham Melbourne. How long have you been a Concierge for? Peter Brown: I have been managing the Concierge team as a Chief Concierge for 14 years. Peter McBrearty: For me it has been just over 25 years now. I spent 7.5-years at the Savoy Park Plaza Melbourne, and then 18 years here at The Langham Melbourne.
Describe the path you have travelled to your current position.
PB: After finishing up in my trade I travelled overseas and found myself working part time in hotels to get by and continue my travelling around the world. I couldn’t believe it but I found I had actually started enjoying going to work and realised I really enjoyed interacting and engaging with guests. I then took up an internship and worked across all departments, before realising that Concierge and front-line was where I wanted to be – and here I still am. PMcB: It was actually something of a wandering path, as I initially started a Science degree at university when I was first out of school, before leaving that to start work with a finance company. Some years later I was on a holiday in Europe when I decided to stay in London and spent just over three years running several large backpackers hotels, before returning home and combining starting at the Savoy Park Plaza with studying law. Then came the offer to move across to the Langham Melbourne (then Sheraton Towers Southgate), and I found I enjoyed the Concierge role far more than I did studying law and the rest is history.
How would you describe the role of the Concierge in a modern luxury hotel, particularly with the impact in recent years of social media and online booking sites?
PB: The role of a Concierge in any major hotel brand is absolutely essential to support and uphold the brand’s service objectives and also support and drive the hotel brand itself. I think social media is a great tool that a good hotel Concierge can use to their advantage and also use to to take the service standards one step further, really engage our guests before they even arrive into our Hotels, but also equably importantly after the guest has checked out as well, creating loyalty to each of our hotel brands respectively. PMcB: I believe the modern Concierge serves a combination of roles. They remain a familiar face and
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stable point contact at their hotel properties, allowing guests a welcome point of contact and information in ever changing hotel environments. At the same time though, guests are now often contacting us earlier than they once did, well in advance of their actual stays, and this will often be a result of them seeking a source of reliable advice and information where they have already used some of the online and social media tools to do some of their own research. Guests are increasingly informing themselves well in advance, of the options available to them at their destinations and then asking for our local input, to help them filter these options, find the best of what is available and also suggest additional possibilities for their individual needs and itineraries. This early contact can be invaluable in terms of developing relationships with guests and potential guests before they arrive - or at times before they have even booked their accommodation. It is personal and something that generally isn’t offered with online accommodation booking platforms, computerized ‘Concierge’ information services, private tour desks etc. Guests seem to appreciate service and information that is directed particularly at them, rather than just being available in a more general sense to the world at large.
What do you enjoy most about your Concierge roles at Hyatt Regency Sydney and The Langham Melbourne?
PB: The challenge, the fast paced environment. All hotels provide their own challenges, but 892 rooms, the best function space, and the reputation that Hyatt has for providing high end service is what I enjoy the most. PMcB: I really enjoy the fact we never really know what will come up next in terms of requests, as our guests range across a wide spectrum from show business identities to politicians, romantic anniversary couples to corporate groups, and everything in between. It’s also personally really satisfying when guests we have been dealing with for some time prior to and during their stay take the time to let us know we’ve helped them get the most out of their time in Melbourne. In some cases we know guests well enough that on arrival they head straight for our desk before they’ve even checked in, and it’s almost like an old friend has dropped by for a catch up. Essentially, it’s never boring and it also feels like we’re genuinely enhancing our guests’ experiences.
Peter McBrearty, Les Clefs d’Or Concierge and Front Office staff from a large number of hotels engaged in a form of ‘tourism speed dating’ to engage with representatives from major attractions and tourism industry companies at the Les Clefs d’Or Sydney Tourism Expo, held this year at Darling Harbour on one of Captain Cook Cruises’ larger vessels. The Expo proved to be very informative, with both exhibitors and attendees providing exceptionally positive feedback. With both Sydney and Brisbane now holding these events, our Melbourne members are hoping to hold our first in July 2018, in conjunction with our National AGM. Following the Expo itself, we adjourned to Zephyr at the Hyatt Regency, to farewell Ron Greedy of The Westin Sydney, who has left his Concierge Desk for the last time to finally enjoy a well-earned retirement and the chance to finally be on the receiving end of the same kind of exceptional service he has been delivering to his guests for many years. In Victoria, Destination Melbourne were once again kind enough to invite us to the Melbourne Tourism Industry Exchange, which was held on the hallowed grounds of the MCG and provided our members with a valuable opportunity to interact with associates from the local and regional tourism industry. Meanwhile, back in Sydney, a number of us rendezvoused in the Sydney Town Hall for the HM Awards, and it was a genuinely uplifting experience to see so many Les Clefs d’Or members amongst the nominees in the Concierge category. The final major event on our calendar was the UICH Asian Congress, held in Mumbai, attended by UICH Past President Colin Toomey of Shangri-La Sydney, UICH International Secretary James Ridenour of InterContinental Melbourne, and SEAO Zone Director Shaun Ryan of SkyCity Auckland. The Congress was a chance for our associates within the Asian region to meet, network and increase their international contacts, and we look forward to the next Asian Congress, now scheduled to be held in Singapore in 2019. We are now looking forward to both the Sydney and Melbourne Les Clefs d’Or Concierge and Hospitality Balls, which are always a great chance for all of our hard working associates from Sydney and Melbourne hotel properties to enjoy a wellearned social evening after a busy year, before entering the equally busy Christmas and New Year period. Sydney’s Ball will be held at Hilton Sydney on Sunday October 15th (enquiries to Josh Blake at sydconcierge@gmail.com while Melbourne’s Ball will be held at the Pullman Melbourne Albert Park on Sunday November 26th (enquiries to Sam Hallett at melbourneconciergeball@gmail.com ). We do hope we’ll see you there. Peter McBrearty is President of Les Clefs d’Or Australia and Chief Concierge at The Langham, Melbourne
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