HM October 2018

IN THIS ISSUE DESIGNING GREAT HOTEL LOBBIES

CHOOSING THE BEST BATHROOM AMENITIES TURNING ON WORLD-CLASS WIFI KNOWING THE TOP SELECT SERVICE BRANDS

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.22 No.5 Bi-monthly October 2018

IHG’S MASSIVE 2018 AND THERE’S MORE TO COME! Meet the team that’s delivering a record-breaking 2018 for InterContinental Hotels Group

ACCOMMODATION EXCELLENCE

Winners announced for the 2018 HM Awards

HOT THIS MONTH Luxury brands heading to Australia, higher learning, Kiwi pods, chatbots, charities

CONTENTS

October 2018

Vol. 22 No.5

Features

30 T HE 2018 HM AWARDS

Presenting the winners of the 2018 HM Awards for Hotel and Accommodation Excellence, presented by Sealy Posturepedic

60 S ELECTING THE BEST

A look at the leading brands in the rapidly rising select service segment

65 S TAYING CONNECTED

The hottest trends in hotel WiFI at present

66 L OBBY STYLE

Our interior design feature this month is all about hotel lobbies

68 B ATHROOM BLISS

Suppliers in the bathroom amenity game give us their pitch

HM Q&A

56 G ENERAL MANAGERS

HM finds out the secrets to success from the winners of the General Manager of the Year categories at the 2018 HM Awards

08 30

Regulars

06 E DITOR’S LETTER

James Wilkinson analyses Hyatt’s big purchase

08 N EED TO KNOW

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

Don’t miss all the action from the 2018 HM Awards IN THIS ISSUE DESIGNING GREAT HOTEL LOBBIES

18 C OVER STORY

CHOOSING THE BEST BATHROOM AMENITIES TURNING ON WORLD-CLASS WIFI KNOWING THE TOP SELECT SERVICE BRANDS

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC

Presented this month by InterContinental Hotels Group

Vol.22 No.5 Bi-monthly October 2018

26 L EADERSHIP

Pan Pacific’s grand Asia-Pacific plans

IHG’S MASSIVE 2018 AND THERE’S MORE TO COME! Meet the team that’s delivering a record-breaking 2018 for InterContinental Hotels Group

28 K EY NEWS

Industry news in association with AAoA

ACCOMMODATION EXCELLENCE

Winners announced for the 2018 HM Awards

On the cover

64 C ONCIERGE DESK

HOT THIS MONTH Luxury brands heading to Australia, higher learning, Kiwi pods, chatbots, charities

InterContinental Hotels’ power trio - CEO Leanne Harwood (right) with Development leaders Abhijay Sandilya and Jael Fischer, photographed exclusively for HM at InterContinental Sydney.

Getting to know Sheraton on the Park’s HM Award-winning star, Sunny Togiavalu

70 66

P EOPLE Key appointments: who’s on the move this month

hotelmanagement.com.au 5

EDITOR’S LETTER Managing Director Simon Grover

Publisher

Hello Thompson, says Hyatt

James Wells

Editor-In-Chief

James Wilkinson jwilkinson@intermedia.com.au

H

yatt Hotels Corporation is firmly setting its sights on expansion, announcing a takeover of boutique and lifestyle chain Two Roads Hospitality for US$420 million.

The move, which involves 85 properties, is one of Hyatt’s largest acquisitions in the company’s history and comes just months after the group signed a partnership deal with Small Luxury Hotels of the World to feature boutique properties in the World of Hyatt program.

The Two Roads Hospitality acquisition will bring popular brands Thompson Hotels, Joie de Vivre Hotels, Destination Hotels, tommie and Alila Hotels and Resorts into the Hyatt family.

It’s a bold move from Hyatt, carefully executed to expand the chain’s lifestyle segment presence. It gives the Chicago-based corporation control of some of the most talked-about new hotels, including The Beekman in New York. The acquisition came the same day as AccorHotels and sbe closed on another major deal which saw Mondrian and several other leading brands including SLS join the Paris-based juggernaut.

For over 15 years, Thompson and Mondrian have been two of my favourite brands thanks to their innovative, design-driven rooms and brilliant food and beverage. It will now be interesting to see how far Hyatt and AccorHotels develop these brands globally and give them the worldwide reach they deserve.

Hyatt President and CEO, Mark Hoplamazian, says he expects a lot of that action to happen in Asia.

“Combining Two Roads’ meaningful brand presence and development plans in Asia with Hyatt’s already strong position in this region will allow us to accelerate expansion in this critically important and fastgrowing part of the world,” he said.

Speaking exclusively to HM, Hyatt Hotels Corporation’s Area Vice President – Pacific, Robert Dawson, said the acquisition was exciting on a number of fronts.

“The Two Roads acquisition adds 85 hotels to the company’s distribution system, it gives us increased numbers and it feeds more hotels into the World of Hyatt loyalty program,” he said.

The acquisition of Two Roads is a major win for Hyatt, which unsuccessfully competed for NH Hotel Group (they were trumped by Minor Group) just a few months ago. You may remember Hyatt also missed out on acquiring Starwood a few years back.

It will now be interesting to see if Hyatt sits back after this transaction or goes on the hunt for more chains, given there are still multiple opportunities across the globe.

In this issue of HM we present the winners from the 2018 HM Awards. You’ll also find some top product features, the latest news and much more.

Enjoy the issue and I look forward to your feedback.

Yours in hospitality,

James Wilkinson Editor-In-Chief

Meet the HM team…

James Wells

Publisher

Matt Lennon

Deputy Editor

6 HM The Business of Accommodation

Hyatt has accelerated its luxury lifestyle growth by buying Thompson Hotels

Adam Daff

Group Sales and Sponsorship Manager

Adrian Tipper

Creative Director

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

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

Contributing Writers

Peter McBrearty, Richard Munro, Sunny Togiavalu, Val Harding, Peter Weingartner, Paul Tsalikis, Michael Matulick

Production Manager Jacqui Cooper jacqui@intermedia.com.au

Circulation and Subscriptions Manager

Chris Blacklock cblacklock@intermedia.com.au

Subscription enquiries

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

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Copyright © 2018 - FAB Media Pty Ltd.

26

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

01

Hot new brand Artyzen targets Australia Shun Tak’s global expansion for Artyzen could be heading Down Under

ARTYZEN HOSPITALITY GROUP is targeting Australia for new properties as the company embarks on a robust expansion plan across the Asia-Pacific region.

The company, led by Shun Tak Holdings Limited Chairman Pansy Ho, has been creating global headlines this month thanks to the opening of Artyzen Sifang Nanjing, which features 20 villas designed by some

8 HM The Business of Accommodation

of the best architects on the planet. These include Arata Isozaki, Steven Holl, Kazuyo Sejima, Ettore Sottsass, and Wang Shu, the first Chinese winner of the Pritzker Prize – alongside one of the most critically acclaimed new art museums in China.

Speaking exclusively to HM on video, Artyzen Hospitality Group Vice Chairman Edmond Ip said Brisbane, Melbourne and Sydney were

target cities, alongside several other gateway cities across Asia-Pacific, including Singapore, Hong Kong and Chongqing.

In the video (available at hotelmanagement. com.au), Ip also talks about key brands in the stable – Artyzen Hotels and Resorts and Artyzen Habitat – and the group’s artistic and culture-rich hallmarks of the hotels that have opened and that are set to open.

THINGS YOU NEED TO KNOW 02

voco heading to the Yarra Valley IHG signs a second voco in Australia

VICTORIA’S PICTURESQUE YARRA VALLEY will be bestowed with its first ever globally branded hotel after A InterContinental Hotels Group announced it will bring its new ren ey all der upscale brand ‘voco’ to the region. ing of voco Yarra V Property entrepreneur Martyn Barnes has selected the upstart IHG brand for the newbuild property, opting for its distinctive and individual ‘home away from home’ vibe combined with the security of being aligned with a major global force in accommodation and hospitality.

Due to open in 2021, the new voco Yarra Valley will offer 170 rooms in a modern building design which will rise to six storeys in height at one end, progressively sloping to a single level at the other. A further 20 individual cabins will also be on site for guests looking for a more intimate experience outside of the main lodging.

04

IHG rewarding small and medium businesses IHG launches Business Edge program for SMEs

03

Four Points by Sheraton returns to Sydney Ribbon cut at new Four Points by Sheraton Sydney Central Park LIFE IS UNDERWAY for Sydney’s newest hotel, the 297-room Four Points by Sheraton Sydney Central Park - the latest in Dr Jerry Schwartz’s Australian portfolio.

In what will be the only international hotel scheduled to open in Sydney this year, today’s festivities mark a return to the NSW capital for the Marriott International brand following a brief departure from what now operates as the Hyatt Regency Sydney.

The new Four Points by Sheraton Sydney Central Park was designed by British firm Foster + Partners and developed by Frasers Hospitality and Sekisui House. It resides deep within a massive state government urban regeneration project on the historic Broadway strip just west of Central Railway Station.

Public facilities include two bars and restaurants, a fitness centre and 550 square metres of function space.

INCORPORATING FEEDBACK FROM more than 2,100 small and medium enterprises (SMEs), InterContinental Hotels Group has officially launched ‘IHG Business Edge’ – a corporate program designed to foster and reward loyalty from the business community.

Companies eligible to join Business Edge must have fewer than 250 employees, turn over less than $250 million in revenue and spend a minimum of $5k with IHG each year. Meeting this criteria now opens up access to discounted rates at more than 5,400 participating properties across 15 brands in 100 countries.

The program carries with it a user-friendly interface where a company administrator can manage all transactions and use of the program. Data including spend, nights booked, savings and IHG Rewards Club participation over the last year can all be viewed online. Future enhancements to this portal will see IHG introduce a content centre, new business tools and a forum for administrators to link to each other if required.

Four Points by Sheraton Exterior Artist’s Impression

10 HM The Business of Accommodation

05

Cultivating the next generation HM speaks to Blue Mountains International Hotel Management School (BMIHMS) General Manager Jerome Casteigt on how the hotel industry has shaped its new MBA program, based on the skills needed to be a general manager.

Have you built this course from the ground up not on what you think a graduate should know or be able to do, but to allow them to choose what they want to be able to do?

We have two different needs. One, is with people that need a qualification. They need to upskill on a lot of dimensions, and those people want a qualification, Post-grads, Masters, or Post-grad Certification. They want that.

But there’s also a lot of people in our industry who say ‘we want to upskill on one specific aspect’. So we’ve built a programme where someone can upskill on just one project.

Are hotels going to look locally for quality senior management as a result of this course?

We want people to continue work. I don’t want them to have to give up their job for six weeks, or six months, or two years. If they want to do their masters, they want to continue working, so we have to offer it online and fully online.

I want this course to be for all types of people, not just those in Australian hotels, but anyone around the world. All these hotels have either global customers or global owners or are part of global chains.

How does the learning experience work?

The learning experience is multifaceted. It’s not a case of ‘here’s the textbook, here’s some journal articles, go away and read it’.

Content-wise you’ve got these micro-modules. They’re basically bitesized chunks of digital media, either video, podcasts, audio or written text that they work through. They can do it while they’re on the train or when they’re at work or home.

Then you have real life experiences. That’s the finished product. The qualification is amazing, but it’s really all about [a student] doing stuff in the context of industry and having the truly authentic hotel experience so that they’re ready to hit the ground running as a GM or an executive.

So there’s an endless variety of potential outcomes for students and graduates?

We want students to take their own journey. Some might not aspire to be GMs, some might just want to be a revenue manager… that’s where they want to go. Some may aspire to be VPs for organisations, so this course puts them onto that trajectory as well.

It’s not a prescriptive course, and that’s why we designed it with so many electives in it, so you can just pick your own path.

Enriching Enrichingthe theway waypeople peoplelive, live,work workand and play playthrough througharchitecture architectureand andinterior interior design. design.Specialising Specialisingininhotel hotelnew newbuilds builds and andrefurbishments refurbishmentsacross acrossAsia AsiaPacific.

Pacific.

Richard RichardDalman Dalman +64 +643 3366 3665445 5445 Auckland Auckland International International Airport Airport Hotel Hotel

design@dalman.co.nz design@dalman.co.nz dalman.co.nz dalman.co.nz

THINGS YOU NEED TO KNOW

08

Design-centric brand coming to New Zealand SO/ Auckland to become NZ’s newest luxury design hotel

06

New Zealand opens first ‘smart’ hotel in Queenstown Queenstown hotel gets super-smart A NEW ENERGY-CONSCIOUS hotel which puts technology firmly in control of a guest’s stay has opened in New Zealand – dubbed the country’s first “smart” hotel.

The new six-storey, 57-room ‘mi-pad Queenstown’ in the South Island adventure hotspot is now welcoming guests and claiming to be the “ultimate marriage of technology, sustainability, comfort and convenience”. Unlike traditional hotels, the vast majority of a guest’s stay at mi-pad is managed by a smartphone app even though the property is staffed with humans.

Central to the guest’s stay is the “mia” smartphone app, which serves multiple purposes including granting 24/7 access to the hotel. Once inside the room, the app takes over the controls and allows you to adjust the temperature and lighting levels, request room service and put up a digital ‘Do Not Disturb’ sign on the front door. The app also takes on the duties of a concierge, informing guests of local activities, event information and special offers that can be enjoyed during a stay.

07

Fairmont gifts itself a new spa for milestone birthday Fairmont Blue Mountains marks milestone with new day spa

FAIRMONT RESORT AND SPA BLUE MOUNTAINS has marked its 30th birthday celebration by opening its new Day Spa. Taking part in the opening of the Ubika Day Spa was the hotel’s owner Dr Jerry Schwartz along with his son Dane. Joining hotel staff in the opening included Blue Mountains MP Trish Doyle, AccorHotels COO Simon McGrath and AccorHotels Asia Pacific Chairman and CEO Michael Issenberg.

The new facility features 16 treatment rooms each offering a shower. Among these are four rooms especially for couples, one of which offers a private spa bath.

Facilities also include a Vichy Shower room, Zen room complete with fireplace, yoga room, fitness centre and beauty salon.

12 HM The Business of Accommodation

ACCORHOTELS WILL BRING its luxury design brand SO/ to New Zealand, announcing the brand would occupy the former Reserve Bank building in downtown Auckland.

Only the seventh SO/ in existance around the world, SO/ Auckland will feature 130 rooms, a café, Club Signature Lounge, SO Spa and SO Fit fitness centre complete with indoor swimming pool. On the 15th floor will be a Harbour Society restaurant with a menu designed by Chef Marc de Passorio.

Signing on as design partners for the hotel interiors are Kiwi fashion visionary brand WORLD. Designers will impress upon the spaces of the new hotel their signature brand of energy and social character.

More than three years of design work has been put into staff uniforms, with the resulting design reflecting a stylised topographical layout which makes use of New Zealand’s abundant volcanoes and encompasses the deep connection enjoyed by Indigenous populations.

Dutch design firm Moooi has fitted out the ground floor of the new hotel. The design is a multi-layered sensory experience from the mind of Marcel Wanders.

Luxury lifestyle at the SO/ Auckland

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

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

LG.com.au

THINGS YOU NEED TO KNOW

09

InterContinental picks Auckland as its newest home InterContinental set to debut flagship brand in Auckland

NEW ZEALAND WILL welcome its second flagship InterContinentalbranded hotel in 2022 after IHG announced an agreement had been reached to enter Auckland as part of a newbuild mixed-use development.

Headlining the NZD$1 billion Commercial Bay retail and lifestyle mixed-use precinct, the 244-room InterContinental Auckland at 1 Queen Street will complement a plethora of high-end retail and dining offerings in the burgeoning development, which will also feature a 39-storey office

10

Tourism performing strongly for NZ economy

Study shows nearly one in every five dollars in NZ’s GDP is generated by tourism

14 HM The Business of Accommodation

tower. It will be the IHG group’s eighth property across New Zealand.

Situated near the Auckland waterfront, the property will offer guests a number of all-day restaurants and bars, the signature Club InterContinental, fitness centre and meeting facilities. Around nine in every ten rooms will offer harbour or water views. The new hotel is being built in partnership with Precinct Properties, New Zealand’s largest city centre real estate owner.

RESEARCH FROM THE World Travel and Tourism Council (WTTC) has revealed that nearly one-fifth of New Zealand’s Gross Domestic Product (GDP) comes from the travel and tourism industries.

In its annual study for 2017 into New Zealand – one of 185 countries and 25 regions it surveys – the WTTC found the travel and tourism sector generated 17.9% or NZD$47.5 billion (AUD$43 billion) and over the next decade, this market is expected to increase to 20% of GDP. Travel and Tourism also provided employment for 212,000 people, or 8.8% of New Zealand’s total workforce. In the next decade, this is projected to increase to 275,000 jobs or nearly 11% of all people employed in New Zealand. The WTTC study identified a 3.2% growth in the sector over the course of the year - faster than the national economy as a whole (2.9%).

11

Abode Hotels rebrands as Iconic Hotels ACT hotel group Abode rebrands as Iconic Hotels

INDEPENDENT HOTEL OPERATOR Abode Group, part of ACT construction and development firm Geocon, has signalled its expansion in the Australian Capital Territory by announcing an organisational restructure and new name for its growing collection of hotels.

The group currently owns six properties in Canberra - five of which are flagged under the Abode Hotels brand - and two restaurants, with significant expansion on the cards. Two new hotels – a 63-room Abode Hotel in Kingston and a 180-room property in Braddon are both due to open to guests before July 2019. The opening date for a third – a 150room property in Belconnen – is awaiting finalisation. Iconic Hotels says it will keep its five existing properties under its current Abode branding.

12

New Ritz-Carlton to soar above The Star Ritz-Carlton returning to the Sydney skyline DEVELOPMENT PAPERWORK HAS been lodged by Sydney casino The Star for a new 61-storey hotel tower - all but confirming the return of Marriott International’s Ritz-Carlton brand to the NSW capital after a decade away.

The NSW Department of Planning will now consider the proposed “ribbon development” amid plans for an exhibition of the proposal to be made public for community consultation.

Architecture firm FJMT was selected in December 2016 as the winning designer for the tower, which will feature 220 luxury hotel rooms managed by Ritz-Carlton and 200 residences below. Additional facilities will include 15 restaurant and bar outlets, a rooftop terrace, Sky Lobby, three swimming pools, two fitness centres, a day spa and more.

hotelmanagement.com.au 15

THINGS YOU NEED TO KNOW 13

Insta standouts Four exciting hotel juggernauts you need to follow on Instagram

14

Adelaide’s Atura airport hotel opens its doors to guests Modern hotel is located steps from the airport terminal

01 Halcyon House, Cabarita Beach, NSW @_halcyonhouse

EVENT HOSPITALITY AND ENTERTAINMENT (EVENT) has opened its first South Australian property and first airport-based hotel – Atura Adelaide Airport.

The seven-storey structure, located at 1 Atura Circuit, began construction a little over a year ago and features 165 rooms each furnished with Atura’s signature ‘Dream Beds’, with all guests served by a 24-hour reception and free wireless internet access.

Linked to Adelaide Airport’s terminal plaza via a direct walkway, the property created 350 jobs in its construction and at least 65 new ongoing positions to manage and operate the hotel.

Public facilities include the Hangar Bar & Grill, fitness centre, dedicated port-cochere for coaches to drop off and collect guests and facilities for business including eight function and meeting rooms. For more on this property, turn to Page 67.

02 The Mandrake Hotel, London @themandrakehotel

03 Kokomo Island, Fiji @kokomoislandfiji

15

Dorsett debut coming together on Gold Coast Building begins on The Star Gold Coast’s new Dorsett hotel tower

04 QT Hotels, Australasia-wide @qt_hotels

16 HM The Business of Accommodation

CONSTRUCTION IS NOW underway at The Star Gold Coast on a new 53-storey mixed-use tower, which will house The Dorsett and cement the luxury brand’s entry to Australia when it opens in 2022.

In what will be a AUD$400 million development, The Dorsett will become the glitter strip’s third hotel offering more than 300 rooms – 316 to be exact – and will be the third hotel to make up The Star Gold Coast complex on Broadbeach Island, which also features The Darling (56 rooms) and the flagship Star Grand (596 rooms). A number of new restaurant and bar offerings are in the works and will be detailed closer to opening. Guests will have exclusive use of a new swimming pool and a recreation deck offering views over the nearby Pacific Ocean.

THINGS YOU NEED TO KNOW

16

Dalman Designs New Auckland Hotel Dalman Architects overseeing the design for Auckland’s new airport hotel

DEVELOPMENT IS UNDERWAY on a new four-star hotel at Auckland International Airport in New Zealand, with Dalman Architects signed to oversee the project.

The 146-room hotel is being built within a gutted and converted office building which is being stripped bare and extended with an additional floor and extensions at both ends. The building was previously used as part of a retail and business district managed by Auckland International Airport.

Public facilities at the new hotel will include a restaurant and bar, with a Pacific island theme and colour scheme to be applied to the new property. It is due for completion and opening to the public in 2020.

Australia's Leading Hotel Refurbishment & Fit-Out Company

View Our Recent Projects at

reward.com.au hotelmanagement.com.au 17

AN HM x IHG PROMOTION

IHG’S MASSIVE 2018 Meet the team that’s delivering a record-breaking 2018 for InterContinental Hotels Group (IHG).

18 HM The Business of Accommodation

COVER STORY

I

HG is powering through 2018 in style, delivering its best signings performance in a decade, both in Australasia and on the global stage. In this market alone, it has announced 14 new, renewed or conversion signings since the start of the year, including the first global signing for its upscale voco brand.

Behind IHG’s approach to providing ‘True Hospitality for Everyone’ and delivering value to owners is a formidable corporate team with more than 110 colleagues based in Australasia and Japan, delivering best-in-class marketing, HR, finance, technology, communications, F&B and operations support.

That number is growing, with an additional 24 roles being recruited to support the growth momentum.

Leading the way with unprecedented signing momentum are the IHG development experts, Abhijay Sandilya and Jael Fischer, who have been working with owners to bring IHG’s brands to life.

Sandilya, who leads the development team, takes a pragmatic view on their success this year: “It’s fair to say we’ve had a pretty strong year so far, but we’re not about growth for growth’s sake.

“Owners are looking for the best returns on their asset, and that means looking to the big hotel management companies, like IHG, to bring their global expertise and run a great hotel.

“The momentum isn’t slowing… get ready because there is more to come.”

- IHG Managing Director, Australasia and Japan, Leanne Harwood

IHG: BY THE NUMBERS Hotels open globally: 5,431 Hotels open in Australasia: 48 Hotels in global pipeline: 1,776 Hotels in Australasia pipeline: 22 *As at June 30, 2018.

KEY AUSTRALASIAN SIGNINGS SO FAR IN 2018 Hayman Island, by InterContinental InterContinental Sydney InterContinental Sanctuary Cove InterContinental Auckland Hotel Indigo Sydney Central Hotel Indigo Melbourne Little Collins Hotel Indigo Adelaide Markets Hotel Indigo Auckland voco Yarra Valley Watermark Hotel and Spa Surfers Paradise - (rebranding as voco later this year) Holiday Inn Melbourne Bourke Street Mall Holiday Inn Melbourne Coburg Holiday Inn Express Canberra Crowne Plaza Adelaide

H ay ma n Is

i ne land by InterCont

al nt

InterContinental Auckland, on course to open in 2022

“We work in partnership with them to find the right brand that meets a segment need.

“If you look at what we have in the market, we offer some of the world’s biggest and best brands that fill some white space in Australasia and make great commercial sense.

“We continue to look at managed and franchised opportunities in capital cities, as well as satellite cities and micro markets in Australia and New Zealand,” Sandilya said.

In mid-2017, IHG commenced its ‘Transform for Growth’ program when Keith Barr took over as global CEO. The aim was to accelerate its growth rate globally, and the result is evident. Key to in-market success has been the appointment of business unit Managing Directors who are responsible for growth, performance and operations in their respective regions.

In Australasia and Japan, it’s the colourful and energetic Kiwi, Leanne Harwood, who took on the Australasia and Japan role in January this year.

“I said at the start of the year it’s a cracking time to arrive in this market, and it certainly has been,” she said.

“IHG’s big start to 2018 demonstrates the success of our global transformation and new strategic initiatives.

“We’ve worked with some new and existing owners to sign some great hotels in some of Australasia’s best locations that will deliver great performance and a wonderful guest experience.

“The momentum isn’t slowing… get ready because there is more to come,” Harwood said.

Calendar year 2018 has seen some big announcements around IHG’s core brands, including Hayman Island by Intercontinental, InterContinental Auckland, Holiday Inn Melbourne Bourke Street Mall and the return of Crowne Plaza to Adelaide.

But it’s the company’s boutique and lifestyle brands that have really gained momentum in a significant way, with Hotel Indigo announcing its sixth signing in September, EVEN Hotels coming to Auckland and the world’s first signing of a voco hotel since IHG launched the brand in June.

Eyes will now be on its new luxury brands, Kimpton Hotels and Restaurants in the lifestyle space, and Regent Hotels and Resorts at the top end of the luxury segment.

IHG’s big year has also seen it recognised with a second year as Aon Best Employer in Australia, a swathe of wins in the World Travel Awards and being named joint Accommodation Chain of the Year at the 2018 HM Awards in September.

But the year is not over. Harwood and Sandilya say they’re not taking the foot off the pedal and, in fact, promise more news and signings in the final quarter of 2018. Watch this space. n hotelmanagement.com.au 19

THINGS YOU NEED TO KNOW 17

18

AccorHotels now taking room bookings via Facebook chat AccorHotels Australia launches Facebook ChatBot to assist guests

TRAVELLERS CAN NOW view, compare and book AccorHotels hotel rooms anywhere across the group’s Australian network through Facebook after the company launched an automated ChatBot service.

The ChatBot, integrated into a standard Facebook chat window and accessible via its official page, is now available for the company’s 1.7 million fans. The ChatBot has been launched as a way of adding another dimension of communication for guests to interact with and have questions answered in an almost instantaneous manner.

In addition to booking rooms, the ChatBot can help guests with general queries relating to a hotel stay, provide city guides through navigation to the AccorHotels online magazine and answer customer service enquiries by prompting customers for more information relating to a query if needed. It can also direct guests to a human customer service representative if it is unable to assist.

Australia swears in a new Tourism Minister Accommodation industry welcomes federal cabinet shuffle THE REVOLVING DOOR at the federal government’s trade, tourism and investment portfolio swung back into action recently, with the hotel industry welcoming another new Minister in charge following the latest leadership spill and subsequent cabinet reorgsnisation under new Prime Minister Scott Morrison.

Senator the Hon Simon Birmingham has been sworn in as the new Minister for Trade, Tourism and Investment, replacing Steven Ciobo, who moves to Defence.

Accommodation Association of Australia CEO Richard Munro has sent his congratulations on behalf of the industry to Senator Birmingham and new Federal Treasurer Josh Frydenberg.

“On behalf of our members, the Accommodation Association has been actively involved in the development of a new national long-term tourism strategy for Australia and we look forward to Minister Birmingham delivering this in the near future,” Munro added.

19

Business-friendly hotel room designed for busy professionals Is Crowne Plaza in talks to bring new WorkLife room to Australia?

DISCUSSIONS ARE TAKING place between Crowne Plaza Hotels & Resorts and a number of its owners for elements of the newly-patented ‘WorkLife’ room concept to be brought to Australia as part of future new developments or renovations for the brand.

It has been designed and developed as part of ‘Crowne Plaza Accelerate’ – a USD$200 million (AUD$278million) multi-year program aimed providing business travellers with a modern space acutely moulded to suit their needs and to maximise their productivity.

Features of the ‘WorkLife’ room include an angled bed with cocooning headrest to open up available space, a separate recreation “nook”, a space near the front door for coats, bags and keys and a bright bathroom well lit to help re-energise guests.

Connectivity is also a central element, with free wi-fi and up to 14 power points.

20 HM The Business of Accommodation

THINGS YOU NEED TO KNOW

20

Ultra-luxe St. Regis brand to open in Melbourne St. Regis Hotels and Resorts new-build hotel confirmed for Melbourne

Streaming in a Hotel Just Got Easier

MARRIOTT INTERNATIONAL WILL debut its ultra-luxury St. Regis Hotels and Resorts brand in Australia via a newbuild hotel set to open in Melbourne in 2022.

To be situated in the trendy Flinders Bank enclave on the corner of Spencer and Flinders Street in the CBD, St. Regis Melbourne will cover floors 2-11 in a 33-storey mixed-use development. The hotel will offer a modest 168 rooms decorated and furnished in traditional luxury St. Regis style, all offering sweeping views of the city and Yarra River.

Guests in each room will have access to the renowned St. Regis butler service which can be accessed to personalise a stay to suit individual requirements dictated via special request and by preferences detailed in any of Marriott International’s three (soon to be one) loyalty and rewards programs.

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1300 428 808 | sales@honeybadger.tech Copyright © 2018 SONIFI Solutions, Inc. All rights reserved. SONIFI and STAYCAST are trademarks or registered trademarks of SONIFI Solutions, Inc. Google Chromecast is a trademark of Google Inc. All other trademarks used are the property of their respective owner. Some features described may require additional software, hardware, subscriptions, licensing and costs. Contact Honeybadger for details.Information deemed accurate as of 090817 – S1352SE17

hotelmanagement.com.au 21

THINGS YOU NEED TO KNOW

23

21

No expense spared to keep Marriott’s room staff safe Marriott to supply personal alert devices for housekeeping staff

DISCREET ALARMS DESIGNED to summon help from colleagues or emergency services are being rolled out by Marriott International as a new standard to housekeeping staff across the US and Canada, with similar solutions to be supplied globally.

The alert devices will be issued to room attendants to use if they encounter a guest requiring assistance or are being harassed by a guest in the course of their duties.

More than a year has been spent testing the alert technology in select hotels and considering input from security experts and housekeeping teams, with the latter saying they had a heightened peace of mind knowing they could call on assistance if they ever needed it. Marriott says the alert technology has been proven effective in situations where rapid response is critical, especially as the alerts can pinpoint the exact location of the issuer, including the precise floor.

22

Adelaide hungry for unique Hotel Indigo personality Hotel Indigo bound for Adelaide food market

SOUTH AUSTRALIA HAS joined the queue for a Hotel Indigo property after InterContinental Hotels Group confirmed it would bring the artistic themed offering to the City of Churches.

Due to open in 2020, the Hotel Indigo Adelaide Markets will be positioned in the heart of the ultra-trendy farmers markets precinct and will feature 137 rooms across a 16-storey newbuild on the aptly-named Market Street. Construction on the new hotel is due to begin shortly.

Public facilities will include a fitness centre, swimming pool and sundeck on level four and a variety of meeting and function spaces. A rooftop bar and café 22 HM The Business of Accommodation

will relish in the abundance of fresh produce available just across the road, with much featuring on a carefully curated menu and wine list.

Once open, it will be IHG’s sixth Hotel Indigo in Australasia.

Revamped B2B and B2C loyalty programs offer specific rewards Pan Pacific introduces new B2B and B2C loyalty programs

TWO NEW LOYALTY PROGRAMS – one designed for corporate bookers and one for leisure guests – have been launched by Pan Pacific Hotels Group (PPHG) for its Pan Pacific and PARKROYAL hotel brands across Australia and Asia.

For the B2B market, membership of the Pan Pacific Connections program is open to businesses, corporate bookers and individuals, with points awarded for every stay and meeting booked. A dedicated digital platform has been developed for this program, offering members a dashboard on which they can see their points and redeem them for hotel stays, dining, wellness experience and shopping products. The platform also allows them to book hotel rooms and meeting spaces utilising agreed corporate rates.

For guests directly, the Pan Pacific DISCOVERY program has been reinvented with a suite of useful benefits including exclusive rates for members, free upgrades to higher room categories and late checkout until 3pm where available.

THINGS YOU NEED TO KNOW

THINGS TO KNOW THINGS TO KNOW

24

Change of ownership for top Sunshine Coast resort New owners for Novotel Twin Waters Resort, Sunshine Coast

SHAKESPEARE PROPERTY GROUP has taken control of the popular Novotel Twin Waters Resort on the Sunshine Coast, completing a AUD$100 million transaction to acquire the property from the Abacus Property Group.

The acquisition takes the group’s portfolio in Australia to more than 1,200 rooms across five hotels.

It also currently owns the Pullman Cairns International and Novotel Oasis Resort in Cairns.

Novotel Twin Waters Resort is a 361-room property also offering multiple food and beverage options, leisure activities including multiple swimming pools, a fitness centre and a variety of conference and meeting facilities. With its new acquisition, Shakespeare Property Group say they will embark on an upgrade and modernisation plan to position the resort as one of Queensland’s key business events venues.

The investment comes during a period of great regeneration and upgrade for Sunshine Coast Tourism infrastructure, with the city airport in line for transformative runway expansion works to enable it to cater to direct international flights from Asia. In addition, two new five-star hotel resort properties will be developed in coming years.

26 25

Is Sydney’s success creating a new problem?

Sydney’s luxury hotels creating “a perfect storm” for investors

STAGNANT SUPPLY GROWTH and ongoing overperformance of five-star hotel rooms in Sydney is creating a tight situation for hotel investors currently outside the market, according to hotel real estate analyst Savills Australia.

As a result, Savills says returns on investments (ROI) may be tougher in the shorter term but stand to yield strongly as a long-term investment. While costs per key could soar for the next few sales of prime real estate on which a luxury hotel could be developed, investors not seeking a quick return stand to benefit greatly over a longer period of time.

There’s no doubt Sydney’s market is booming, with occupancy levels routinely nudging capacity. For the six months ending 30 June 2018, STR Global data for Sydney showed luxury hotel rooms routinely selling for AUD$370 per night market-wide, while a select group of properties were consistently achieving rates of AUD$400 or more per night.

Savills’ claims are based on a study of hotel sales results over the last five years, which have notably dropped due to the lack of properties going on the market and new development opportunities increasingly scarce. The study indicated future sales could see hotel owners or investors recouping less than 5% yield on their investment and room construction or development costs surpassing AUD$1 million per room.

24 HM The Business of Accommodation

Radisson raises thousands to keep kids playing

Radisson Blu Plaza Hotel Sydney raises over $54,000 for charity RADISSON BLU PLAZA HOTEL Sydney is celebrating after a successful night at their recent 8th Annual Gala night on Sep 7.

Held in the hotel’s prestigious Marble Room, the event was hosted by MC Gareth McCray OAM, widely known from 2CH radio and featured Catherine Alcorn and junior violinist Anastasia Hibbard for the night’s entertainment.

The evening raised AUD$54,401 for The Infants’ Home where the money will be used to purchase a community playgroup bus.

The Infants’ Home is an integrated service based in Ashfield, NSW, available to infants and their families who require education, health, day care and early childhood intervention services.

The hotel and their partners donated all the services for the evening including food, wine, AV support, entertainment, room design and prizes, allowing all the funds raised to go to the charity. In addition, the staff donated their time to support the event throughout the evening.

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LEADERSHIP

Pan Pacific Hotels & Resorts CEO Lothar Nessmann (third from left) with his Australia and Singapore-based teams.

People Power at Pan Pacific

Relaunching its brand recently, the Singaporean luxury brand has implemented a variety of programs to help staff reach their full potential.

P

an Pacific Hotels and Resorts has no interest in becoming the biggest hotel group in the world.

Good thing too as it isn’t on the radar in terms of sheer size or activity in putting dots on a map. But following a major brand refresh, the hotel group has cleared its vision and sought to reinforce its place as a global hospitality leader. And with a number of exciting new initiatives and plans in the works, that radar already has Pan Pacific and its upscale sister brand PARKROYAL all over it.

Apart from changing the sign over the front door and amending booking systems accordingly, little noise was made about Pan Pacific taking over the management of the former Hilton South Wharf in Melbourne a little over a year ago. But what the company saw was a blank canvas on which it could reshape its product and turn it into a proverbial brass ring for luxury accommodation in the Asia-Pacific region. It saw an opportunity to create something its competitors would strive to emulate. That brass ring was unveiled in all its glory by its global CEO Lothar W. Nessmann during a recent visit to Australia.

In starting, Pan Pacific looked at one key feature that no hotel brand anywhere in the world can dispense with – quality people.

“This is where the difference will be seen and felt by the customer,” Nessmann told HM. Beginning this brand refresh with a blank sheet of paper less than two years ago, it’s fair to say Pan Pacific is 26 HM The Business of Accommodation

“We need to put an image across to employees that it is worthwhile doing this job”

N ew

Au

str ali an

) ve bo a d

an e( flag urn o moving fast. b l ship: Pan Pacific Me For employees, this dynamism is now clearing away the hurdles that may once have bound them in their own career development. Implementing this new culture of training is part of a two-fold strategy.

First is improving customer relationships via a reviewed Service Excellence program, which charges senior hotel management with encouraging staff to “go beyond the minimum”, to ensure everyone “walks the talk” and in turn, suitably identifying and rewarding those who consistently set the benchmark.

Second is promoting a culture of advancement and promotion. A newly introduced Graduate Management Development program is aimed at bringing exemplary people into Pan Pacific Hotels Group and preparing them for the top customer-facing job as a hotel General Manager, whether within the group or not. The program aims to routinely test these highly competent employees to instil in them the skills needed to command their own hotel as little as 8-10 years later.

“What is a game breaker is that we are doing this from the top downwards,” Nessmann said.

“In other words, it’s our general managers and senior executive committees at hotel level, and also at the head office level.

“We need to put an image across to the employees that it’s worthwhile doing this job, and it’s worthwhile working with us. We also need to recognise as an industry as a whole, going forward, where are we going to be recruiting new employees from when we open a new restaurant, let alone open a new hotel?“ Sustainability and environmentalism are two additional elements of the brand refresh critical to its overall success once fully rolled out. PPHG parent UOL Land Company as a developer is highly advanced in building techniques such as low-emission concrete and renewable power generation among other initiatives.

“The environmental part is very, very important to us as a group. And part of the brand refresh and part of the ethos of the brand going forward is that we do want to be part of the goodness.” n

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PRESENTS

A winning weekend for AAoA stars

New AAoA members enjoy the HM Awards

SITTING AMONG THE crowd of dignitaries at the 2018 HM Awards were two special guests eagerly viewing the proceedings. Recently linked members of the Accommodation Association of Australia (AAoA), Craig and Alicia Frith (pictured above) from Australasian Hospitality Group (AHG) were selected from a pool of fellow new members to win a weekend away in the excitement of Sydney to mingle with the high rollers of the hotel industry at the 2018 HM Awards.

The husband and wife team from Victoria were representing the Fox on the Run Motel in Kilmore, around an hour north of Melbourne.

Accommodating the Friths for their Sydney weekend was Mantra on Kent in the CBD. Craig and Alicia own four properties and say they see the greatest benefit of AAoA membership being the notification and consultation process surrounding any legislative changes that affect the accommodation industry.

“We believe this separates our product in the market place. The application process was straightforward, and as Fox on the Run is our fourth property, was quick and easy,” Craig said.

Membership of the AAoA is critical for any regulated accommodation owner and operator as it provides access to a collective voice for the hotel industry to have its issues heard at state and federal levels of government. The AAoA takes these issues to the appropriate ministers and officials involved for constructive dialogue and ensures the interests of its members are expressly represented to the appropriate people at a government level.

Having ventured then from Sydney Street, Kilmore to the somewhat busier streets of Sydney itself, Craig and Alicia left their daily workwear at home and swapped to the penguin suit and evening ballgown. By their own account, the couple enjoyed their evening at the awards and had a chance to meet many senior members of the AAoA and the wider hotel industry.

“Our trip to Sydney was very enjoyable,” Craig told HM. “We thought the awards were run very smoothly and efficiently. The food was good, Larry (Emdur) was great and the overall entertainment suited the event. The venue was also comfortable and provided a great atmosphere. Money being raised and put towards a cause is also a positive.

As a new group, AHG will definitely attend in the coming years.”n

New Award Entitlement Commences Family and Domestic Violence Leave is on the agenda.

FROM 1 AUGUST 2018, all permanent and casual employees covered by a modern award, including the Hospitality (General) Award Industry, are entitled to take unpaid leave when they need to deal with the impact of family and domestic violence, providing it is impractical to do so outside their usual ordinary hours of work.

Employees are eligible for reasons that include (but are not limited to), making 28 HM The Business of Accommodation

arrangements for their safety or the safety of a family member, attending urgent court hearings, or accessing police services.

The entitlement is up to five days each year and is available in full at the start of each 12-month period of employment. It does not accumulate from year to year.

Employees must give notice of the need as soon as practicable (which may be a time after

the leave has started), and must advise of the period, or expected period, of the leave.

If required by the employer, employees must provide evidence of the need to take leave. Such evidence may be a document issued by the police service, a court or a family violence support service, or a statutory declaration. n

KEY NEWS

CEO’s message

The industry is one step closer on OTAs, says Accommodation Association of Australia CEO, Richard Munro.

Events Wrap-up Recent events hosted by the Accommodation Association of Australia.

01

Victorian State Advisory Board Lunch with Lyell Strambi, Managing Director and CEO of Melbourne Airport, hosted

by Sofitel Melbourne on Collins

02

Coalition Friends of Tourism Luncheon with Trent Zimmerman, Convenor of Coalition Friends of Tourism

03

Parliamentary Friends of Tourism Reception with Terri Butler MP, Convenor of Labor Friends of Tourism

04

Let’s Be Frank Boardroom Breakfast with Damien Walker, Director General of the Department of Innovation, Tourism Industry Development and the Commonwealth Games, hosted by McCullough Robertson

UPCOMING EVENTS

Take note of these great learning and networking opportunities coming up from the AAoA. Regional Forums in Ballarat, Bendigo, Cairns, Coffs Harbour and Mackay Hotel Market Updates in all states with Canberra, Brisbane and Hobart upcoming State Advisory Board Lunches with key stakeholders to address local advocacy agenda ATHOC Golf Day and Race Day 2019 If your property is interested in hosting one of our events, contact events@aaoa.com.au

THE NUMBER ONE issue affecting our members is the impact two big online travel agencies (OTAs) are having on their businesses. This was sourced from a survey of 6500 businesses that we talk to and the impact is profound.

The biggest issue we have is price parity or in simple terms - a business operator cannot advertise a room rate on their own website which is lower than the room rate listed on an OTA. The reason this is the case is in 2016, the Australian Competition and Consumer Commission (ACCC) was told by the OTAs that nobody would book with them if price parity was banned. This single decision gave unprecedented powers to these two global behemoths to ramp up, advertise and drive a wedge between our guests and the businesses you run.

A lot has transpired since then and we are still waiting for the outcome of the ACCC’s latest investigation into this issue. It’s vital the competition regulator overturns what was a farcical decision that heavily favoured these offshore “wrecking balls” over compliant Australian businesses.

The Accommodation Association continues to strongly advocate for change. Occasionally a member will tell me we are being too harsh and the OTAs are doing a great job for their business, which I accept. I will say, however, that we are simply fighting for your right as a business owner to make the decision, not have the decision made for you.

I accept that if a business wants to run 100 per cent of their bookings via OTAs, then that is your decision, but conversely, you should have the right to set your own prices and be able to offer the lowest rate direct to your guests.

You might be aware that prominent Australian Dick Smith has mounted his own campaign which is encouraging consumers to book direct. It has struck a chord and following on from this, it is up to operators to convert the phone calls into bookings by offering exceptional customer service and a reward to guests for making contact by phone rather than clicking on to the OTAs and seeing large chunks of commission go offshore untaxed.

There is a lot more to come on this issue and rest assured, the Accommodation Association is fighting hard for your rights. The best way to support us is to become a member today. We are growing as an association as our industry moves to a tier one sector of the economy and your membership is the best signal to government that we have a credible voice, which is worth listening to. n hotelmanagement.com.au 29

2018

Conquers the ICC HM Awards 2018

30 HM The Business of Accommodation

CO-HOSTED BY

ydney’s International Convention Centre played host for the first time to the 2018 HM Awards for Hotel and Accommodation Excellence presented by Sealy Posturepedic, which took place on 7 September. The move up from the Sydney Town Hall was welcomed by a larger crowd of 730 men and women, who spread out over dozens of tables for the 1920’s themed showpiece event. Nearly 50 highly competitive categories were decided on the night, with the contesting field one of the highest quality judges had seen in many years.

Acclaimed television personality Larry Emdur was back as host, this year dressed in a jazzy red-and-black lounge suit very emblematic of the era. Guests entered the room to the delightfully harmonious Miss Bird serenading from high above on her swing. The after party saw The Players hit the stage to belt out many modern hits as the room hit the dance floor to let their hair down.

A special moment took place midway through, with AAoA CEO Richard Munro taking to the stage to emotionally recount his personal

tragedy of a year earlier and implore the room to support the Sydney Children’s Hospital Foundation (SCHF), which continues to work so hard to support his and countless other families.

The room dug deep, raising tens of thousands which takes the hospital about halfway to its goal of funding the purchase of a new stereotactic frame to scan, predict, diagnose and treat brain cancer in children. Over the last two years, attendees at the HM Awards have raised close to $90,000! A huge achievement!

The evening was hosted by HM Magazine and co-hosted by AHS Hospitality, Intrust Super and the Blue Mountains International Hotel Management School. Gold Sponsors included the Accommodation Association of Australia, Nespresso and Perrier. Silver Sponsors were ARMA, Calabria Family Wines, Lion, TravMedia, Withers Worldwide, A-List Guide, AHICE, Spice News, Time Out and Wayfarer.

The event was supported further by Blissful Events, Botanica, Tourism Accommodation Australia (TAA) and Tovaritch, with Sydney Children’s Hospital Foundation as the charity partner. n

hotelmanagement.com.au 31

2018

1. SERVICED APARTMENT PROPERTY Presented by

HIGHLY COMMENDED: Skye Suites Parramatta, NSW & Veriu Broadway Hotel, Sydney NSW

WINNER:

Adina Apartment Hotel Bondi Beach Sydney, NSW

Award presented by Helen Carr, AHS and received by Tish Nyar, Adina Apartment Hotel, Bondi Beach, Sydney.

2. ECONOMY HOTEL Presented by

HIGHLY COMMENDED: Brassey Hotel, Canberra, ACT & Travelodge Melbourne Docklands, VIC

WINNER:

ibis Adelaide, SA

Award presented by Richard Munro, AAoA and received by Bodelle Francis, ibis Adelaide

3. MIDSCALE HOTEL Presented by

HIGHLY COMMENDED: The Tank Stream Hotel, Sydney, NSW

JOINT WINNERS:

Holiday Inn Express Sydney Macquarie Park, NSW & Little National Hotel, Barton, ACT Left: Kathryn Cartling and Madi Groom, Little National Hotel Right: Jason Gabin, Daniel Vuong and Marco Cevolani, Holiday Inn Express, Sydney Macquarie Park 32 HM The Business of Accommodation

Congratulations to all the 2018 award winners.

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2018

4. UPSCALE HOTEL Presented by

HIGHLY COMMENDED: Hyatt Place Melbourne, Essendon Fields, VIC & Radisson on Flagstaff Gardens Melbourne, VIC

WINNER:

PARKROYAL Darling Harbour, Sydney, NSW

Award presented by Malcolm Gordon, Intrust Super and received

by Jeroen Meijer, PARKROYAL Darling Harbour, Sydney

5. UPPER-UPSCALE HOTEL Presented by

HIGHLY COMMENDED: The Byron at Byron Resort and Spa, Byron Bay, NSW

JOINT WINNERS:

Grand Hyatt Melbourne, VIC & Sydney Harbour Marriott, NSW

Award presented by Liam Turnbull, Calabria Family Wines and received by Anthony Paige, Sydney Harbour Marriott and Ilan Weill, Grand Hyatt Melbourne

6. LUXURY HOTEL Presented by

HIGHLY COMMENDED: Shangri-La Hotel Sydney, NSW & Sofitel Sydney Darling Harbour, NSW

WINNER:

Park Hyatt Sydney, NSW

Award presented by Antony Raiteri, Sealy and received by Temara Eston, Park Hyatt, Sydney 34 HM The Business of Accommodation

CO-HOSTED BY

7. AUSTRALIAN LODGE Presented by

HIGHLY COMMENDED: Peppers Cradle Mountain Lodge, Cradle Mountain, TAS & Spicers Sangoma Retreat, Blue Mountains, NSW

WINNER:

qualia, Hamilton Island, QLD

Award presented by Ben Chapman, Intrust Super and received by Melissa Gruse, qualia, Hamilton Island

8. BUSINESS HOTEL Presented by

HIGHLY COMMENDED: Mantra South Bank, Brisbane, QLD

JOINT WINNERS:

Hilton Sydney, NSW & Sheraton on the Park, Sydney, NSW

Awards presented by Richard Munro, AAoA and received by Ronald Van Weezel, Hilton Sydney and David Fraser, Sheraton on the Park, Sydney

9. RESORT Presented by

HIGHLY COMMENDED: Ayers Rock Resort, Yulara, NSW & Sofitel Noosa Pacific Resort, QLD

WINNER:

qualia, Hamilton Island, QLD

Award presented by Anthony Mitri, BMIHMS and received by Melissa Gruse, qualia, Hamilton Island hotelmanagement.com.au 35

2018

10. INTERIOR DESIGN Presented by

HIGHLY COMMENDED: Felix by 8Hotels, Mascot, NSW & Novotel Sydney Darling Square, NSW

WINNER:

Ovolo Inchcolm, Brisbane, QLD

Award presented by Melissa Starbuck, Sealy and received by Nick Ellice and Daniel Meak, Ovolo Inchcolm, Brisbane

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CO-HOSTED BY

11. BOUTIQUE HOTEL Presented by

HIGHLY COMMENDED: Lake House, Daylesford, VIC & Ovolo Inchcolm, Brisbane, QLD

WINNER:

QT Sydney, NSW

Award presented by Richard O’Connell, AHS and received by Jodi Brown, QT Sydney

12. NEW HOTEL Presented by

HIGHLY COMMENDED: Holiday Inn Express Adelaide City Centre, SA & InterContinental Perth City Centre, WA

WINNER:

Sofitel Sydney Darling Harbour, NSW

Award presented by Melissa Starbuck, Sealy and received

by Greg Brady, Sofitel Sydney Darling Harbour

13. MEETINGS & CONFERENCING PROPERTY Presented by inspiring creativity

HIGHLY COMMENDED: Crowne Plaza Hunter Valley, Lovedale, NSW

JOINT WINNERS:

Hilton Sydney, NSW & Uluru Meeting Place at Ayers Rock Resort, Yulara, NT

Award presented by Brittney Levinson, Spice Magazine and received by Ray Stone, Ayers Rock Resort and Ronald Van Weezel, Hilton Sydney hotelmanagement.com.au 37

2018

14. REGIONAL PROPERTY Presented by

HIGHLY COMMENDED: Elements of Byron, Byron Bay, NSW

JOINT WINNERS:

Fairmont Resort Blue Mountains, MGallery by Sofitel, NSW & Lindenderry Red Hill by Lancemore, VIC

Award presented by Adele Lausberg, TAA and received by Scott O’Neile, Fairmont Resort Blue Mountains, MGallery by Sofitel and Brendan Jones, Lindenderry Red Hill by Lancemore

Headline hotel news is only a click away.

Get breaking news, headline stories and exclusive video interviews from across the globe, delivered to your inbox every week for free!

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38 HM The Business of Accommodation

CO-HOSTED BY

15. DAY SPA Presented by

HIGHLY COMMENDED: One Spa, RACV Torquay Resort, VIC

JOINT WINNERS:

One&Only Spa, Emirates One&Only Wolgan Valley, NSW & Waldheim Alpine Spa, Peppers Cradle Mountain Lodge, TAS

Award presented by Ariane Lellmann, BMIHMS and received by Alana Eades, Emirates One&Only Wolgan Valley and Marianne Ossovani, Waldheim Alpine Spa, Peppers Cradle Mountain Lodge

16. HOTEL BAR Presented by Lion

HIGHLY COMMENDED: Hacienda Sydney, Pullman Quay Grand Sydney Harbour, NSW & Sokyo, The Star Sydney, NSW

WINNER:

Zephyr Sky Bar, Hyatt Regency Sydney, NSW

Award presented by Steven Hall, Lion and received by Matthew Talbot, Zephyr Sky Bar, Hyatt Regency Sydney

17. HOTEL RESTAURANT Presented by

HIGHLY COMMENDED: Hardy’s Verandah Restaurant, Mount Lofty House, MGallery by Sofitel, Crafers, SA

JOINT WINNERS:

Buvette Bistro & Wine Bar, Hotel Realm, Canberra, ACT & Sokyo, The Star Sydney, NSW

Awards presented by George Saba, Perrier and received by Abs Shahi, Sokyo, The Star Sydney and Robbie Mawson, Buvette Bistro & Wine Bar, Hotel Realm, Canberra hotelmanagement.com.au 39

2018

18. TECH HOTEL Presented by

HIGHLY COMMENDED: The Darling Hotel, Sydney, NSW

JOINT WINNERS:

Next Hotel Brisbane, QLD & Skye Suites Parramatta, NSW

Awards presented by James Wilkinson, Wayfarer and received by Bor Kwok, Next Hotel Brisbane and Wayne Taranto, Skye Suites Parramatta

19. NEW ZEALAND HOTEL Presented by Lion

HIGHLY COMMENDED: QT Museum Wellington & Sofitel Auckland Viaduct Harbour

WINNER:

The Rees Hotel, Queenstown

Award presented by Stephen Hall, Lion and received by Carolyn Davidson, The Rees Hotel, Queenstown

20. NEW ZEALAND REGIONAL PROPERTY Presented by

HIGHLY COMMENDED: Hilton Lake Taupo & Te Waonui Forest Retreat, Franz Joseph Glacier

WINNER:

Chateau Marlborough, Blenheim

Award presented by Adam Daff, HM Magazine and received by Trevor Marshall and Brent Marshall, Chateau Marlborough, Blenheim 40 HM The Business of Accommodation

CO-HOSTED BY

21. NEW ZEALAND LODGE Presented by

HIGHLY COMMENDED: Blanket Bay, Glenorchy & Huka Lodge, Taupo

WINNER:

Wharekauhau Country Estate, Featherston

Award presented by Richard O’Connell, AHS and received by James Wilkinson, HM Magazine on behalf of Wharekauhau Country Estate, Featherston

22. FIJIAN PROPERTY Presented by Withers Worldwide

HIGHLY COMMENDED: VOMO Island Fiji

JOINT WINNERS:

InterContinental Fiji Golf Resort and Spa & Outrigger Fiji Beach Resort

Award presented by Robert Williams of Withers Worldwide and received by Leanne Harwood, InterContinental Fiji Golf Resort and Spa and Russell Blaik, Outrigger Fiji Beach Resort

23. SOUTH PACIFIC PROPERTY Presented by

HIGHLY COMMENDED: Four Seasons Resort Bora Bora, French Polynesia & InterContinental Bora Bora Resort and Thalasso Spa, French Polynesia

WINNER:

Pacific Resort Aitutaki, Cook Islands

Award presented by Chris Ferguson, Time Out and accepted by James Wilkinson on behalf of Pacific Resort Aitutaki, Cook Islands hotelmanagement.com.au 41

2018

24. MARKETING CAMPAIGN Presented by

HIGHLY COMMENDED: Pullman Melbourne on the Park, VIC (The Cliveden launch)

JOINT WINNERS:

AccorHotels Australia (MGallery by Sofitel ‘Inspired by Her’) & West Hotel Sydney, Curio Collection by Hilton (launch campaign) Award presented by Brittney Levinson, Spice Magazine and received by (Left) Samantha Warren-White, West Hotel Sydney, Curio Collection by Hilton and (Right) Stacey Dean, AccorHotels Australia

25. SERVICE TO THE COMMUNITY Presented by

HIGHLY COMMENDED: Sudima Lake Rotorua, New Zealand (Ngati Whakaue partnership)

JOINT WINNERS:

Sofitel Sydney Darling Harbour, NSW (preopening charity event) & Wyndham Destinations Asia-Pacific (Wishes by Wyndham) Award presented by Melissa Starbuck, Sealy and received

by Matt Taplin, Wyndham Destinations Asia-Pacific and Greg Brady, Sofitel Sydney Darling Harbour

26. CONCIERGE Presented by

HIGHLY COMMENDED: Aaron Hutchins, SKYCITY Grand Hotel, Auckland, New Zealand & Rick Karsten, SKYCITY Hotel Auckland, New Zealand

JOINT WINNERS:

Joe Coorey, Pullman Sydney Olympic Park, NSW & Sunny Togiavalu, Sheraton on the Park Sydney, NSW

Award presented by Anthony Mitri, BMIHMS and received by Sunny Togiavalu, Sheraton on the Park Sydney and Joe Coorey, Pullman Sydney Olympic Park 42 HM The Business of Accommodation

CO-HOSTED BY

27. HOTEL CHEF Presented by

HIGHLY COMMENDED: Greg Benny, QT Gold Coast, QLD

JOINT WINNERS:

Anna Polyviou, Shangri-La Sydney, NSW & Dana Chantler, Crowne Plaza Terrigal Pacific, NSW

Award presneted by Bill Lasses, Nespresso and received

by Mukul Sharma on behalf of Anna Polyviou, Shangri-La Sydney and Dana Chantler, Crowne Plaza Terrigal Pacific

28. FOOD AND BEVERAGE ASSOCIATE Presented by

HIGHLY COMMENDED: Maya Kusumoto, Sheraton on the Park, Sydney, NSW

JOINT WINNERS:

Chris O’Connor, Mantra on Russell, Melbourne, VIC & Thomas Holliday, Atura Albury, NSW

Award presented by and accepted by Jerome Casteigt, BMIHMS on behalf of the absent Chris O’Connor, Mantra on Russell, Melbourne and Thomas Holliday, Atura Albury

29. HUMAN RESOURCES ASSOCIATE Presented by

HIGHLY COMMENDED: Catherine Monaghan, Novotel Queenstown Lakeside, New Zealand

JOINT WINNERS:

Jane Law, Ovolo Group Australia & Natalie McCarthy, Wyndham Destinations Asia-Pacific

Award presented by Helen Carr, AHS and received by Jane Law, Ovolo Group Australia and Matt Taplin on behalf of Natalie McCarthy, Wyndham Destinations Asia-Pacific hotelmanagement.com.au 43

2018

30. SALES AND MARKETING ASSOCIATE Presented by

HIGHLY COMMENDED: Adam Leonard, Sydney Harbour Marriott, NSW

JOINT WINNERS:

Michael Reece, Novotel Sydney Darling Harbour, NSW & Susan Griffiths, RACV Royal Pines Resort, Gold Coast, QLD Award presented by Mel Gordon, Intrust Super and received by Michael Reece, Novotel Sydney Darling Harbour and Susan Grifiths, RACV Royal Pines Resort, Gold Coast

31. COMMUNICATIONS ASSOCIATE Presented by

HIGHLY COMMENDED: Chris Logan, Wyndham Destinations Asia-Pacific

JOINT WINNERS:

Camilla Cooper, Hyatt Regency Sydney, NSW & Yasmin Formica, Hilton Australasia

Award presented by Blake Riddington, TravMedia and received by Camilla Cooper, Hyatt Regency Sydney and Yasmin Formica, Hilton Australia

32. FRONT OFFICE ASSOCIATE Presented by

HIGHLY COMMENDED: Losalini Manono, Shangri-La Hotel, Sydney, NSW

JOINT WINNERS:

Jake Guilfoyle, QT Sydney, NSW & Tamara Fischer, Holiday Inn Express Brisbane Central, QLD

Award presented by Ariane Lellmann, BMIHMS and received by Jake Guilfoyle, QT Sydney and Tamara Fischer, Holiday Inn Express Brisbane Central 44 HM The Business of Accommodation

CO-HOSTED BY

33. FINANCE ASSOCIATE Presented by

HIGHLY COMMENDED: Francis Silveira, NEXT Hotel Brisbane, QLD

JOINT WINNERS:

Barbara Liu, Pullman Sydney Airport, NSW & Leanne Robertson, Spicers Retreats, Australia

Award presented by Ben Chapman, Intrust Super and received by Leanne Robertson, Spicers Retreats Australia. Absent was Barbara Liu, Pullman Sydney Airport

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Vol.2 2 No.5 2018 October

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2018

34. REVENUE MANAGEMENT ASSOCIATE Presented by

HIGHLY COMMENDED: Heath Delfos, Strata Portfolio Accor Luxury Apartment Hotels, Australia

JOINT WINNERS:

Ainsley Baldwin, Resort Management

by Wyndham, Australia & Meagan Sor, Sheraton on the Park, Sydney, NSW Award presented by Melissa Kalan, ARMA and received

by Kelly Russell on behalf of Meagan Sor, Sheraton on the Park Sydney and by Luke Saunders on behalf of Ainsley Baldwin, Resort Management by Wyndham

35. HOUSEKEEPER Presented by

HIGHLY COMMENDED: Rodrigo Nishihara da Silva, Ovolo 1888 Darling Harbour, NSW

JOINT WINNERS:

Miriam Cano-Smith, Harbourview North Sydney, NSW & Suranga Hewagamage, RACV Torquay Resort, VIC

Award presented by Kylie Maxwell, AHS and received

by Miriam Cano-Smith, Harbourview North Sydney and Suranga Heewagamage, RACV Torquay Resort

36. HOTEL ENGINEER Presented by

HIGHLY COMMENDED: Craig Sykes, Wyndham Hotel Melbourne, VIC

WINNER:

Andy Goonesekera, InterContinental Sydney, NSW & Anura Yapa, Shangri-La Hotel, Sydney, NSW

Award presented by Melissa Starbuck, Sealy and received by Andy Goonesekera, InterContinenental Sydney and Anura Yapa, Shangri-la Hotel, Sydney 46 HM The Business of Accommodation

CO-HOSTED BY

37. RISING STAR Presented by

HIGHLY COMMENDED: Kate Pooley, Holiday Inn Express Adelaide City Centre, SA

JOINT WINNERS:

Aditi Sood, Shangri-La Hotel Sydney, NSW, Jade Miller, PARKROYAL Darling Harbour, NSW & Kate Milross, Mercure Sydney International Airport, NSW Award presented by Ben Chapman, Intrust Super and received by Aditi Soo, Shangri-La Hotel Sydney, Jade Miller, PARKROYAL Darling Harbour and Kate Milross, Mercure Sydney International Airport

38. SOUTH PACIFIC GENERAL MANAGER Presented by

HIGHLY COMMENDED: Marcus Niszow, Pacific Resort Hotel Group, Cook Islands & Neeraj Chadha, Marriott International Fiji & Samoa hotels

WINNER:

Mark Leslie, VOMO Island Fiji

Award presented by Jerome Casteigt, BMIHMS and received by Mark Leslie, VOMO Island Fiji

39. NEW ZEALAND GENERAL MANAGER Presented by

HIGHLY COMMENDED: Brad Burnett, SKYCITY Auckland & Jo Finnegan, Hotel St Moritz, Queenstown

WINNER:

Jeremy Healy, Sofitel Auckland Viaduct Harbour

Award presented by Antony Raiteri, Sealy and received

by Jeremy Healy, Sofitel Auckland Viaduct Harbour hotelmanagement.com.au 47

2018

40. AUSTRALIAN GENERAL MANAGER Presented by

HIGHLY COMMENDED: Jesse Kornoff, Mount Lofty House MGallery by Sofitel, SA & Sandra Bellamy, The York Swiss-Belhotel, Sydney, NSW

WINNER:

Lorraine Mercuri, Mercure Sydney International Airport, NSW

Award presented by Malcolm Gordon, Intrust Super and received by Lorraine Mercuri, Mercure Sydney International Airport

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41. ENVIRONMENTAL PROGRAM Presented by

HIGHLY COMMENDED: RACV Royal Pines Resort, Gold Coast, QLD & Sudima Auckland Airport, New Zealand

WINNER:

Little National Hotel, Canberra, ACT

Award presented by Melissa Starbuck, Sealy and received

by Madi Groom, Little National Hotel, Canberra Award presented by Sealy and received by the team from Hilton Hotels and Resorts

42. HOTEL BRAND OF THE YEAR Presented by

HIGHLY COMMENDED: Holiday Inn Express Hotels & Ovolo Hotels

WINNER:

Hilton Hotels and Resorts

hotelmanagement.com.au 49

2018

43. ACCOMMODATION CHAIN OF THE YEAR Presented by

HIGHLY COMMENDED: AccorHotels

JOINT WINNERS:

InterContinental Hotels Group & Marriott International Award presented by Kylie Maxwell, AHS and received by Leanne Harwood and Abhijay Sandilya, InterContnental Hotels Group

Award presented by Kylie Maxwell, AHS and received by David Fraser and Anthony Page, Marriott International

44. AUSTRALASIAN HOTEL OF THE YEAR Presented by

HIGHLY COMMENDED: Park Hyatt Sydney, NSW & qualia, Hamilton Island, QLD

WINNER:

Sofitel Sydney Darling Harbour, NSW

Award presented by Melissa Starbuck, Sealy and received by Dr Jerry Schwartz and Greg Brady, Sofitel Sydney Darling Harbour 50 HM The Business of Accommodation

CO-HOSTED BY

45. HM MAGAZINE AUSTRALASIAN HOTELIER OF THE YEAR

Presentation partner message

Presented by

HIGHLY COMMENDED: Julian Clark, Lancemore Group & Sean Hunt, Marriott International

WINNER:

Simon McGrath, AccorHotels

Award presented by James Wilkinson, HM Magazine and received by Simon McGrath, AccorHotels

Award presented by Adam Daff and Matt Lennon, HM Magazine and received

by Shivang Jhunjhnuwala on behalf of Girish Jhunjhnuwala, Ovolo Group

46. HM MAGAZINE ASIA-PACIFIC HOTELIER OF THE YEAR Presented by

HIGHLY COMMENDED: Craig S. Smith, Marriott International & Michael Issenberg, AccorHotels Asia-Pacific

WINNER:

Girish Jhunjhnuwala, Ovolo Group

SEALY OF AUSTRALIA celebrated our 10-year anniversary as presentation partner for this pinnacle event for the Australian accommodation industry, the HM Awards.

I think it’s a good time to stop and reflect on the past 10 years to understand the concept of “giving something back” which is a term many of us take for granted or apply to somebody else.

There was a time not so long ago when Australia faced a global financial crisis which changed the shape of our economy practically overnight.

Many businesses were forced to close or downsize rapidly, unemployment increased and budgets for non-essential expenditure decreased.

It was precisely at this time that Sealy decided to sponsor this event after the previous sponsor decided to withdraw.

It was not a commitment that Sealy made easily however. This is an industry we firmly supported and believed in and which needed someone to seize the reigns and take a leading role.

Celebrating our industry by identifying talented people and properties at an event like the HM Awards is aspirational, builds a stronger culture and increases the profile of our industry.

It has been our great honour to have made the decision 10 years ago to be the principle sponsor of the HM Awards and to watch it grow and flourish to become the undisputed pinnacle event of the Australian accommodation industry.

There are so many people to thank and congratulate but there were a few special performances on the evening which deserve special mention. The decision by the HM team to take this event to ICC Sydney was an outstanding success and the way the event was managed was a true credit to their commitment and professionalism. We would like to say congratulations and thank you.

It has always been difficult to keep awards nights on track but this year Larry (Emdur) was something special and it was no wonder why he has been our emcee for the past few years. It always brings a tear to my eye to hear Richard Munro speak about the loss of his son and it brings some perspective to the struggles of the families who are battling terminal illnesses and dealing with the loss of loved ones. Thank you for everyone who kindly donated towards the Sydney Children’s Hospital Foundation.

Finally, on behalf of Sealy we’d like to thank everyone who attended and supported this great event and in particular all the people and properties nominated for awards and the lucky few who won.

We look forward to seeing you all again in 2019.

hotelmanagement.com.au 51

2018

Co-host message AHS WAS ONCE AGAIN proud to be a major sponsor of the HM Awards in 2018, continuing our support of the hotel industry both in Australia and New Zealand.

This year there were a significant number of finalists from around the country who were nominated for the Housekeeping Award. With the strength of the submissions, two finalists proved impossible to separate and were jointly, and deservedly, awarded the Executive Housekeeper of the Year.

AHS would like to congratulate Miriam CanoSmith from Harbourview Hotel, North Sydney who was acknowledged for her hard work, passion and dedication as a housekeeping professional.

Miriam is a long-standing AHS employee and we were thrilled to be able to celebrate this significant achievement with her on the night.

Suranga Hewagamage from RACV Torquay Resort was also awarded Executive Housekeeper of the Year. Suranga also a very passionate housekeeping professional who has dedicated his career in hospitality to housekeeping. AHS acknowledges the immense contributions from both Miriam and Suranga who work in what could be seen to be the hardest working department within the hotel sector.

AHS is the largest outsourced provider of housekeeping services in Australia and New Zealand and are the sole or preferred supplier of most major hotel chains.

AHS partners with over 200 hotels and serviced apartments, servicing over 11 million hotel rooms each year and employing over 6000 trained and dedicated housekeeping professionals.

The upcoming 12 months is shaping to be an exciting time for the hotel industry with record visitor numbers across all regions. AHS is looking forward to continuing to support and grow with our industry partners. HM Magazine is an industry leader in providing up-to-date information and industry news and AHS looks forward to continuing this partnership for years to come.

Award presented by James Wilkinson, HM Magazine and received by Ronald Van Weezel on behalf of Christopher J. Nassetta, Hilton CEO

47. ASHLEY SPENCER SERVICE TO THE INDUSTRY AWARD Presented by

RECIPIENT:

Christopher J. Nassetta, Hilton

48. HM AWARDS SPECIAL PARTNER RECOGNITION PRESENTATION Presented by

RECIPIENT:

Sealy of Australasia

Sealy Chief Operating Officer David Wood accepting a special partner presentation award from Adam Daff, HM Magazine

52 HM The Business of Accommodation

CO-HOSTED BY

Co-host message

WE WOULD LIKE to start by congratulating all of the recipients of the 2018 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 opportunity to bask in the glow of the success of this amazing industry event.

As is with every 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 seeing our amazing alumni succeed in their chosen fields. Congratulations to Thomas Holliday from Atura Albury (F&B Associate Award), Tamara Fischer from Holiday Inn Express Brisbane Central (Front Office Associate Award), and Meagan Sor from Sheraton on the Park Sydney (Revenue Management Associate Award).

All of the nominees are incredibly hard working and it is wonderful to see their efforts being acknowledged by the industry in this way.

Coincidentally, employability and innovation have recently come to the 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.

Our latest contribution to supporting the development of talent within the industry is our online International Hotel Leadership program.

Aspiring future leaders are able to take single online project-based subjects to support their professional development, and have the choice of stacking multiple single subjects in to a post graduate qualification. If you see yourself as a rising star or perhaps are an established executive looking to gain a qualification through experience, then contact us for more information.

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.

We are proud to be in such a strong industry and are excited to see where it takes us next.

hotelmanagement.com.au 53

2018

Co-host message AS A LONG-TERM partner of HM Magazine, Intrust Super was proud to be a major sponsor of the 2018 HM Awards for Hotel and Accommodation Excellence.

Celebrating our 30th anniversary this year, it was an honour for us to help recognise the accommodation industry’s finest employees, properties, brands and chains from across Australia, New Zealand and the South Pacific.

Congratulations to all of the 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.

Speaking of awards, 2018 has also been a great year for Intrust Super. Not only was it our 30th year but the Fund again won several accolades of its own. These awards included the SuperRating’s Platinum ‘Best Value for Money’ rating for the twelfth year in a row and Money Magazine’s ‘Best Value Insurance in Super’ award for the sixth consecutive year.

We couldn’t have achieved these results without all the feedback we receive from our accommodation partners. We look forward to continuing our successful relationship with our partners and providing them with award winning services.

Thank you to HM for another outstanding effort and congratulations once again to everyone recognised on the night.

54 HM The Business of Accommodation

HM Q&A

Leading the Industry HM SITS DOWN WITH THE HM AWARDS GENERAL MANAGER OF THE YEAR WINNERS FROM AUSTRALIA, NEW ZEALAND AND THE SOUTH PACIFIC - MARK LESLIE FROM VOMO ISLAND FIJI, JEREMY HEALY OF SOFITEL AUCKLAND VIADUCT HARBOUR AND LORRAINE MERCURI FROM MERCURE SYDNEY INTERNATIONAL AIRPORT. Interviews by James Wilkinson

Congratulations on winning the General Manager of the Year Award at the 2018 HM Awards. How was the award received amongst your colleagues?

“One of my senior managers wrote me the most amazing letter of congratulations that made me cry. I feel so blessed to be surrounded by such beautiful people“ - Jeremy Healy, Sofitel Auckland Viaduct Harbour 56 HM The Business of Accommodation

Mark. L - The award has been greatly received as this is always based on a great team effort. You are only as good as your team and we have a great team.

I am truly honoured to have won this prestigious award twice and I’m grateful for the recognition.

Jeremy. H - Whilst I prefer the attention to be on others, I have received some thoughtful messages from a select group of important people in my life.

They have made me feel very special. I am grateful to them for being part of my journey. One of my senior managers wrote me the most amazing letter of congratulations that made me cry. I feel so blessed to be surrounded by such beautiful people.

Lorraine. M - It was a wonderful surprise. I had incredible acknowledgement and well wishes from colleagues near and far, past and present. It was really quite humbling and encouraging to learn of the appreciation and recognition from others of your work and contribution.

HM Q&A What are your top tips to be a successful leader in the hotel industry?

The tranquil pool area at the VOMO Island Fiji The Mercure bar is a popular hangout which serves an array of drinks and snacks

Mark. L - Never start with ‘no’ to a guest. It is one of my real gripes that today, so many start with no without even trying to find a way. Never be too proud to say you made a mistake. Never micro-manage your team – let them do their job and be there for support if they need it. Get out of the office and talk to guests.

The General Manager of today is rarely seen and stuck number crunching. I always have a recollection of my General Managers being visible and always interacting with guests during my apprenticeships at the Savoy and the Berkeley in London.

Jeremy. H - I really love to talk about tips and have a few I live by and always share with my teams, such as: • “Successful people do the things that unsuccessful people do not like to do”.

• “Be the best that you can be every day”.

• “Be prepared to learn everyday as you will never ‘know it all”.

• “Get out of your office as you won’t find much in there”.

• “Inspect what you expect”.

I also believe that international travel and work experience in different cultures will help you understand what your guests are looking for.

As they say, success follows experience. I am great believer of that.

Lorraine. M - Good question. We are in an era of enormous change and disruption. Whilst all the traditional attributes of a successful leader still ring true such as integrity, decisiveness, resilience, ability to influence, communication, being in control and being results oriented, there are many more characteristics that I have found also work, perhaps because they resound to me personally.

Qualities such as authenticity (a big one for me as there is no point being something you are not), pragmatism, compassion, having an entrepreneurial Make an executive entrance at Mercure Sydney Airport

outlook and being curious are important. Like many leaders, I have some non-negotiables written on my whiteboard that I live and work by – trust, accountability, transparency, grit, seek first to understand then to be understood (thanks to Stephen Covey), nobody is omnipotent, accept and move on, failures lead to success, find your voice and speak up and avoid side commenting.

My favourite leadership / management book is ‘Good to Great’ by Jim Collins. I devoured it in one afternoon in 2004 and still refer to it today. I also enjoyed reading and subscribe to ‘Lean in’ by Sheryl Sandberg and ‘Thrive’ by Ariana Huffington – two very strong women whose experiences and contribution to feminism I admire.

Tell us the path you took to your current position.

Mark. L - I was fortunate at the age of 15 to start my apprenticeship with the prestigious Savoy, Claridges and Berkeley hotels in London, taking a focus on the culinary side within the hotel management program and thereafter working through leading hotels of the world and Michelin restaurants as an Executive Chef. I then moved into F&B and Operations in regional roles with many pre-openings, before finally to General Manager with a focus on taking a property to the next level and creating a culture of honest hospitality that was instilled in me from my days in the Savoy. Alongside being a General Manager, the last 11 years have been more in development of properties on luxury islands in the Maldives, Seychelles and now Fiji.

Jeremy. H - I took the path from Food and Beverage to Rooms and then to senior management, however have never chased the title. I chased happiness by working for great people, great hotels and where you can make an impact. I was a General Manager at the age of 25, then took a few steps back to ensure I was the strongest candidate when the

“My favourite leadership book is ‘Good to Great’ by Jim Collins. I devoured it in one afternoon in 2004 and still refer to it today. I also enjoyed reading and subscribe to ‘Lean In’ by Sheryl Sandberg and ‘Thrive’ by Ariana Huffington.”

The hotel offers several plush lounge suites for guests and visitors to relax

- Lorraine Mercuri, Mercure Sydney Airport opportunity arose again. I have trained in every position throughout my years and the only job I haven’t done was that of a Kitchen Steward. I make up for that at home, but don’t mention that to my lovely wife though.

Lorraine. M - I started in hotels working in Banquets as an F&B attendant whilst still at university. My first hotel was the Northbeach PARKROYAL which was later managed by Accor.

After being promoted to Assistant Restaurant Manager, I was later successful in being accepted as a National Management Trainee which took me around Australia for two years working in four key hotelmanagement.com.au 57

HM Q&A by natural talent, rather by how industrious and engaged you are with each aspect of your life.

Why should the next generation of hoteliers chase opportunities in this amazing industry?

The paradise that is VOMO Island Fiji Resort

hotels. From there, I was promoted to a number of department head roles, followed by an appointment as Executive Assistant Manager and then my first General Manager appointment at Novotel Canberra. Through the years I have worked with all of the AccorHotels brands from the three-star Ibis to the five-star Sofitel. I was the Area Manager for Greater Western Sydney, based at Sydney Olympic Park. My tenure at the Mercure Sydney International Airport has been an enormously satisfying one to date as we have developed a team that has outperformed almost all expectations in terms of financial results, market performance, guest satisfaction and talent development.

Our performance has exceeded all stakeholder expectations which has been very gratifying.

“Never start with ‘no’ to a guest. It is one of my real gripes that today, so many start with ‘no’ without even trying to find a way. Never be too proud to say you made a mistake” - Mark Leslie - VOMO Island Fiji

If you were to give your younger self any advice, what would it be?

Mark. L -I have always tried to work in beautiful environments and locations and I would advise my younger self to ensure one takes more time out to enjoy these amazing places I have been fortunate to live in.

Jeremy. H - If I were to do it again, I would not change a thing, other than see my family and friends more often. I am known to spend a little more time at work than I should, however it is because I love my job, the people I work with and our guests. Balance is sometimes difficult to find in busy hotels. Being a luxury hotelier is a lifestyle, not a job, where commitment and flexibility are a big part of your success.

Lorraine. M - That’s easy. First, you are just as good as the person next to you whether they are male or female. Second, find your voice and speak up as the world needs to hear more female voices. The more you hear a female voice, the more it will be accepted as part of the norm and you break down subconscious bias. Third, embrace and welcome failures as they lead to your success. Define yourself not by what has happened in the past but about what opportunities and hopes there are for the future – this guarantees that you always look forward to the next day and you have nothing to fear. Fourth, success is not guaranteed 58 HM The Business of Accommodation

Mark. L -The start in hospitality is very hard, but the life – especially as an expat once you rise through the ranks – offers a wonderful way to see the world and not only visit interesting countries, but live in them and be part of the culture. The options are endless and the people you meet along the way are life changing.

Jeremy. H - If you have a passion for enriching people’s lives, then hospitality is one of the most rewarding industries to be in. We meet amazing people every day. We build relationships globally and we sleep well when we realise the impact we make on the quality of their lives. I could not imagine doing anything else and have never thought of changing industries.

The hotel industry is a fascinating world. It is one of the few industries that provides you with the ability to exercise many different disciplines such

The lagoonstyle pool at the Sofitel Auckland Viaduct Harbour

as sales and marketing, finance, hotel operations including food and beverage, reservations, revenue management and asset management via engineering and housekeeping disciplines. As you rise up the ladder, you enter into the disciplines of economics, law, psychology, sociology whilst building your commercial acumen. Hotels give you the opportunity to delve into many wonderful disciplines, provided you are curious, engaged and committed.

I must note that opportunities don’t stop at hotel operations. There are opportunities to delve into the corporate sector of hotel management and branch out into property / hotel development, marketing and communications (brand marketing, PR, guest experience), IT, telecommunications, design and technical services and the list goes on. n

The Sofitel lobby is a sight to behold

HM x ACCORHOTELS PROMOTION

Fulfilling Expo dreams It is a case of inspiration meets reality for Kinstone Developments’ Director, Arthur Liu, owner of the new Novotel Brisbane South Bank.

ACCORHOTELS NEWS tower on our site – plus residential developments are usually once off profit generation projects. Income generated by hotels represents long-term positive cash flow for the business, which will help ensure the sustainable development of the company.

Was it deliberate or fortuitous that your first hotel should be on the former site of World Expo?

It’s a mixture. We bought the site 18 years ago because it was on the former site of World Expo. It is the place where my family fell in love with Brisbane. And it is the site where my family sees the potential Brisbane has. We didn’t have any solid plan for the site when we first bought it - it was only around five years ago when we looked into the feasibility of building a hotel on this particular site.

What attracted you to developing a hotel at South Bank?

South Bank has the perfect client base mix and the hotel’s proximity to the Brisbane Exhibition and Convention Centre was a real attraction. When there are international or national conferences or exhibitions at BCEC, there is always a shortage of hotel rooms in the surrounding area, especially internationally branded 4-5 star hotels. Another factor that attracted me to the site was the education/art/leisure characteristics of the South Bank precinct.

There has been considerable development of new hotels in Brisbane over the past five years, but you must be very confident of the city’s future potential. What makes you so confident?

Brisbane has always been the gateway to Queensland’s tourist attractions. With the development of the global economy, the number of tourists from all over the world visiting Queensland has always been and will always grow steadily. International visitors no longer just pass by. Brisbane has gradually become their destination or at least one of the places where they will stay overnight. While there has been quite a few new hotels in Brisbane over the past five years, there were none in the ten years prior to that. The increase in inventory is merely catching up with the increase in demand that was built up during that period. All of these factors strengthen our confidence in Brisbane’s hotel industry.

Inspired by World Expo ’88: Arthur Liu

A

rthur Liu’s family was inspired by the potential of Brisbane after experiencing World Expo in 1988. Shortly after, the family relocated from Taiwan to the Brisbane capital and after being educated at the University of Queensland, Liu moved into the property sector, helping establish Kinstone Developments in 2004.

Kinstone Developments has quickly established itself as a prominent real estate developer, initially building its portfolio through astute subdivisions in Brisbane’s up and coming suburban areas, and then developing major apartment and townhouse projects. Its vision was based around ‘Providing Australians with the Most Liveable and Sustainable Homes’.

Given Liu’s initial interest in the city was through World Expo, it was fitting that his first hotel project should be on the former World Expo site. The Novotel Brisbane South Bank is the latest addition to Brisbane’s hotel landscape, with the 238-room hotel boasting views across the River and Parklands and offering guests direct access to the adjacent Brisbane Convention and Exhibition Centre. HM spoke to Liu about his developments, new projects and much more.

What persuaded you to move into the hotel sector, given that you had been so successful in residential developments?

Residential developments are too competitive in the South Brisbane/ West End area and we felt it was too risky to build another apartment

What are the key selling points of the Novotel?

We are the only internationally branded hotel in the close proximity of Brisbane Exhibition and Convention Centre.

Our hotel adopts the latest Novotel design concepts to optimise the customer experience. For example, all rooms have floor to ceiling windows that maximise stunning views (either Park or City) and our restaurant has a show kitchen where guests can see all the action.

Details and amenities in superior rooms and suites include alarm clocks that can charge almost all current models of mobile phones, Nespresso coffee machines, Dyson hair dryers and 55-inch Smart TVs.

You selected AccorHotels as the manager of the Novotel.

What were you looking for in a management partner?

During the selection process, we took our time to find a longterm business partner, not a high profile or bossy superior, nor a submissive subordinate. As we are new to the hotel industry, we needed a partner who could help us through the process of setting up our new hotel. AccorHotels is by far the best among all hotel groups. AccorHotels fully understands and respects our business goal and vision. Their industry knowledge, regional experience and local support are impeccable.

Are you looking to expand your hotel portfolio?

After the business and operation of our new Novotel has stabilised, we will certainly be interested in looking into other prospective hotel sites. If there are good opportunities, we will definitely be looking to expand our hotel portfolio. n hotelmanagement.com.au 59

DEVELOPMENT New addition: Aloft Perth

Essential Selections SELECT SERVICE CONTINUES TO BE ONE OF THE MOST IN-DEMAND SEGMENTS GLOBALLY, WITH HOTEL CHAINS POSTING HUGE PIPELINE NUMBERS AS THE SECTOR SHOWS NO SIGNS OF SLOWING DOWN. HM LOOKS AT WHAT TO EXPECT BOTH LOCALLY AND GLOBALLY.

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THE IBIS MEGABRAND

ccorHotels opens one new property every 33 hours across the globe and one of the company’s most indemand brands is ibis.

It is a megabrand in every sense of the term, with 2,147 hotels (246,390 rooms) currently open across the globe and 400 more hotels (60,267 rooms) in the pipeline.

“Select-service economy hotels are the fastest growing segment for AccorHotels,” says the company’s Vice President of Development - Pacific and Vice President Franchise Operations, Lindsay Leeser.

“We are seeing strong growth in the demand for select-service and economy hotels across the region.

“As more and more people look to travel for business and leisure, they are looking for hotels that understand their needs and provide the service they want without the frills.

“We are seeing the continued expansion of low-cost carriers across the region and economy hotels are being developed to cater to the increase in travellers who are seeking a more convenient offering.

“Developers of select-service and economy hotels are responding to the growing demand for quality product at a genuine economy price from millennial travellers and Asia’s growing middle class.

DEVELOPMENT “Travellers, both corporate and leisure are increasingly seeking affordable accommodation options, leaving more spending money for splashing out dining, shopping and attractions,” he says.

Leeser says one of the keys to the strength of the brand is the global pipeline, which is one of the best in the industry.

“For AccorHotels globally, there is an increasing number of new ibis, ibis Styles and ibis Budget hotels under construction continuing to strengthen the brand in the global economy segment,” he says.

HILTON’S SELECT FOCUS

Hilton Worldwide’s Vice President – Development Australasia, Rob Scullin, says the company is constantly innovating to meet the needs of customers and that “it is this overarching focus which has led to the development of our thirteen distinct brands, each delivering exceptional experiences in line with the expectations and differing travel needs of our customers.

“Within our portfolio we have a number of select-service brands where we have a developed a clear game plan to drive rapid and sustainable expansion across Asia Pacific,” Scullin adds.

“It is growth in a disciplined and focused way, with a rigorous and tested process, with the right partners and opportunities.”

Hilton Worldwide continues to see strong growth both globally and within the Asia-Pacific region for the Hilton Garden Inn and Hampton

by Hilton brands across Asia Pacific and while no projects have been signed in Australasia as yet, the opportunities are significant.

“Our expectation is that this interest will continue as it is recognised that we deliver superior owner support from construction through to operation,” he says.

HOLIDAY INN’S EXPRESS SUCCESS

Since its launch in 1991, InterContinental Hotels Group’s (IHG) Holiday Inn Express brand has grown to more than 2,400 hotels and continues to be one of the fastest growing brands in the world.

There are currently 2,653 hotels in operation globally (269,604 rooms) and a further 776 in the pipeline. One of the fastest growing markets is Australasia, thanks to a key partnership with Pro-invest Group and other developers in Australia and New Zealand.

Pro-invest Group currently has three hotels open in Adelaide, Brisbane and Sydney, with forthcoming locations set to open in Melbourne (two projects), Newcastle’s CBD and at Sydney Airport, along with Auckland’s CBD and in the heart of Queenstown, New Zealand.

There are more to come, as Pro-invest Developments is currently focusing on the roll-out of a portfolio of 10 to 15 Holiday Inn Express hotels across Australia on behalf of the Pro-invest Australian Hospitality Opportunity Fund.

“We’ve been thrilled by the enthusiasm for select-service hotels in Australasia,” says Pro-invest Group CEO, Ron Barrott.

“What is truly exciting is the brand’s unique ability to provide guests with the service and experience they require.”

Pro-invest Hotels Group Managing Director, Phil Kasselis added: “By developing purpose built, high quality, select-service hotels such as Holiday Inn Express, we’re able to make the best use of income producing GFA compared to building full-service hotels,

and drive much higher profitability by implementing a highly efficient operating model.

“Being a hotel developer, owner and operator, our group is in an advantageous position to drive optimum asset performance by controlling the site selection criteria and approaching the hotel design and development phase with an owner/operator mindset.

“During the operational phase, the benefits of using a franchise model provides access to world-class operating systems and sales and marketing distribution channels to generate RevPAR premiums, while our asset management and hotel operational expertise enables us to maximise investment returns for our stakeholders.”

In Canberra, IHG recently signed a deal for a Holiday Inn Express Hotel with prominent property investment firm SB&G Hotel Group.

“We saw an opportunity to bring a differentiated hotel offering to the Canberra market and strengthen SB&G’s relationship with IHG, who manage our complete hotel portfolio across its multiple brands,” says SB&G Hotel Group Managing Director, Paul Salter.

“While the Canberra market has been strong over recent years, the majority of hotel supply that is planned is upscale, with the midscale market remaining under-serviced.”

IHG’s Managing Director – Australia and Japan, Leanne Harwood, says the core of what Holiday Inn Express is all about is leading to the significant growth of the brand.

“With faster check in and breakfast for everyone, Holiday Inn Express gives guests a simple, engaging place to recharge and get a little work done,” she says.

IHG’s Senior Director, Development – Australasia, Abhijay Sandilya, says there are many reasons why developers are choosing to partner with the company on the Holiday Inn Express brand.

“Holiday Inn Express’ design model decreases build costs, minimises consultancy requirements, reduces time to market and maximises the use of revenue generating space to deliver a dynamic experience for guests,” he says.

Holiday Inn Express Adelaide City Centre

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DEVELOPMENT

“We are seeing strong growth in the demand for select service and economy hotels across the region” - LINDSAY LEESER, AccorHotels Vice President of Development - Pacific

“Owners are looking for the best returns on their asset, and that means looking to the big hotel management companies, like IHG, to bring their global expertise and run [and brand] a great hotel.

“I expect the huge signing momentum we’ve established in the past 18 months to continue,” Sandilya added.

MARRIOTT’S SELECT-SERVICE BOOM

Marriott International’s select-service brands are driving its robust expansion in the AsiaPacific region this year.

Of the company’s 21 diverse brands, seven operate in the select-service market.

Hotels open or in development under the Fairfield by Marriott, Courtyard by Marriott, Four Points by Sheraton, Aloft, Moxy, Element and AC Hotels mean the select-service tier is leading the rapid expansion of Marriott International’s footprint in Asia-Pacific. Building on the swathe of rooms signed in 2017, the momentum has continued in 2018.

The rapid growth of select-service hotels in Asia-Pacific is enabling travellers to experience the quality of international brand names at affordable price points in some of the region’s most exciting cities and emerging destinations.

“Travellers will have more choices in new and exciting travel locales, especially in second and third-tier cities, without ever having to compromise on the brand quality and service excellence that is the hallmark of Marriott International worldwide,” says Marriott International Chief Sales and Marketing Officer AsiaPacific, Peggy Fang Roe. “The Select-service portfolio is picking up momentum in key markets including Greater China, India and Indonesia. There’s also strong potential in South Korea, Australia, Japan and Southeast Asia.”

Marriott International’s Vice President, Brand and Marketing Asia-Pacific, Mike Fulkerson, adds: “This unparalleled growth exemplifies how travellers can have memorable experiences at every price point. Travellers can choose from the reliable comforts of our Classic Select brands whilst staying at Fairfield, Courtyard and Four Points hotels or stay at our Distinctive Select hotels that embrace individual interests and passions, from live music and fun features, to contemporary modern design and greener extended stays at Aloft, Moxy, Element and AC Hotels,” he says.

Locally in Australasia, Marriott International’s Senior Director, Hotel Development - Australia, New Zealand and Pacific, Richard Crawford, says demand for brands such as Aloft and Moxy continues to grow.

“We are welcoming strong developer interest in our nextgeneration brands like Aloft and Moxy, which appeal to contemporary travel behaviours and bring with them the advantages of low-cost development and lean operating models,” he says.

RADISSON’S ‘RED-VOLUTION’

ibis Adelaide

62 HM The Business of Accommodation

Since its much-heralded launch in early 2014, Radisson RED has been on a global mission to offer a playful twist on conventional hotel stays, offering hangouts with a casual feel, buzzing social scenes and bold design personality.

The brand currently has four hotels in operation globally, 15 under development and generating plenty of interest for more.

“Radisson RED brand is built for the Millennials and the ageless millennial mindset,” says Radisson Hotel Group Director Development, Australasia, Barry Fleischmann. “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 state-of-the-art solutions.

CONCIERGE CORNER “Our Red Face gym ensures a great place to work out and Red is committed to a local ideology and endeavours to serve local artisanal foods, craft beers and boutique wines.”

Fleischmann added the new generation of select-service hotels “have shifted the value focus of the segment from a rooms-centric model to an experience-centric model”.

“Inspired and guided by millennial tastes, the new lifestyle philosophy has reinvented the design of these hotels,” he says.

“By breaking down traditional ‘dead space’ zones and allowing lobbies, bars, restaurants, tech hubs and gaming areas to seamlessly flow into one another, the openness and activity encourages guests to socialise and spend more time in these spaces.”

SWISS-BELHOTEL’S ASIA-PACIFIC RISE

Swiss-Belhotel International has been very successful in the establishment of a strong base in Asia over the past 27 years while Chairman and President Gavin Faull has been at the helm.

One of the foundation segments in which the company has always operated has been select-service, and here in Australasia, Swiss-Belhotel International is on a rapid rise.

“There is growing excitement within the company for the Australia and New Zealand market,” he says. “The successful opening of Swiss-Belsuites Victoria Park, Auckland and SwissBelhotel Brisbane in late 2016 followed by the success of SwissBelsuites Pounamu Queenstown has brought the operating hotels to five based on strong returns.

“Swiss-Belsuites is now growing into an iconic brand for the Australia and New Zealand market and is ideally suited to the apartment style segment which in the past has been the domain of smaller operators.

“The strength of an international hotel group with far reaching sales and marketing resources has brought another level of success in this segment.

“With a combination of lease and management rights, there is a degree of risk but the effective brand profile has managed to lift performance to levels not previously experienced in these properties.

“The use of management rights is a way forward in the future to enable mixed-ownership entities to be able to access the skills of an experienced hotelier.

“The lower end of the market is showing extreme promise for the operators who are willing to have a diversified product.

“The younger low-cost traveller is excited by clean and innovative product that is a hallmark of the Zest brand under the Swiss-Belhotel International portfolio.

“The risk experienced with management rights and leases is now being weighed against the opportunities to invest directly in property. Asia still has a strong following for management agreements whilst Australia and New Zealand lean heavily towards the opportunity to invest,” Faull says.

WYNDHAM ADAPTS TO CUSTOMERS’ NEEDS

The global push towards the select-service segment is about what customers really want, says Wyndham Destinations’ Senior Vice President Acquisitions, Property Development, Procurement and Technical Services, David Wray.

“Traditionally, hotel developers equated full-service and luxury finishes to generating bigger profits, but experience tells us this does not necessarily boost market share,” he says. “Many of today’s

Bels uites

n Pounamu Queenstow

hotel guests don’t necessarily hold gold plated taps and valet parking in such high esteem as they once did.

“Astute developers are focusing on what is meaningful to today’s hotel guests.

“By choosing a select-service brand such as Ramada, TRYP, Wyndham Garden or Days Inn, they may forego the fluffy white bathrobes, but offer select amenities, services and a location that will attract guests without having to bump the room rates to a level that will drive them away.

“Organic is in, bespoke is in, cookie cutter is out.”

Wray says select-service hotels have the ability to tailor their offerings to be relevant to both guests and the location.

“They can also choose to surprise and delight guests by doing things differently,” Wray says. “A great example is TRYP Fortitude Valley Hotel in Brisbane, where the service is exceptional, the rooms are unique –featuring authentic art works, murals and wall paper designed by acclaimed street artists and the room service is gourmet burgers and fries delivered in a brown paper bag.

“All of these touches add to the youthful and unique vibe of the hotel, which guests love,” he says.

Wray says the primary appeal of select-service hotels to investors are lower, controlled operating costs and higher profit margins.

“Select-service hotels can fill the space between full-service and limited-service properties, essentially giving the developer the freedom to pick and choose what they offer, according to what is most relevant for that marketplace,” he says.

“Often the food and beverage, or in some cases just the beverage, can be leased to a local operator, who in many ways may be more in tune with local demands, rather than running it via the hotel company structure.

“Labour costs are the largest expense at hotels. Managing staffing also takes up a lot of time and attention. Hotel owners and operators who seek less stress are attracted to select-service hotels because they can operate with smaller teams.

“If you provide guests with what they are really looking for – such as improving connectivity, comfortable beds and responsive staff, you can run a very profitable hotel. Many of our select-service hotels offer exceptional customer service, with staff going out of their way to achieve this.

“Because of the levels of amenities and services offered, the development costs of select-service properties are lower when compared to traditional full-service on a dollar-per-available-room basis,” he says. n

CONCIERGE CORNER

Sheraton’s Sydney star Sheraton on the Park Sydney’s Assistant Concierge, Sunny Togiavalu, is a favourite amongst colleagues and guests alike in the Emerald City. HM finds out a few great reasons why.

Happy smiles: 2018 HM Awards Concierge winner, Sunny Togiavalu

Interview By Peter McBrearty

Describe the path you’ve travelled to your current position at Sheraton on the Park.

Initially I started my career in hospitality in the housekeeping department at the Sheraton Auckland Hotel and Towers in December 1989 and then in 1991, I moved across to front office to join the bell desk team.

As I learned and developed within my role as a porter, I also began learning the role of senior porter, and then ultimately by the end of 1992 and early 1993, I began in the role of Concierge.

While I have held many positions in the hotel, including houseman, security, and manager-onduty, my real passion was always for my position as Concierge.

I obtained my Les Clefs d’Or Golden Keys in New Zealand in late 2001, and by this time, one of my good friends was Head of Operations in IT at the Sheraton on the Park in Sydney. He gave me a call, advised a position was available in the Concierge department and suggested that I should apply.

Following a telephone interview with then-Chief Concierge, Alex Williams, in May 2004, I moved across to Sydney with my young family. I have now held the Assistant Concierge position since May 2004, and since that time have very much enjoyed my role and working with my team here at Sheraton On The Park.

How difficult was it for you to switch your local knowledge from Auckland to Sydney when you relocated to Australia from New Zealand?

To be honest, at first I was a little concerned, but in the end it wasn’t actually too difficult.

I bought and studied a tourist book about Sydney and prepared myself as well as I could before I arrived. I put in time studying the local major attractions such as the Sydney Opera House, Harbour Bridge, the Blue Mountains, Hunter Valley, Canberra and more. However, the Concierge team when I arrived at the Sheraton on the Park were friendly and helpful, and supported me as I explored and familiarised myself with the Sydney CBD and outer attractions.

Their support and guidance truly helped my journey, and was very much appreciated. From the time I arrived, I also undertook as many tours of the main attractions as I could to ensure I could advise my guests on them from an experienced perspective.

Do you find that being able to utilise your Les Clefs d’Or contacts at hotel properties around Australia is helpful, particularly with guests of yours travelling interstate or overseas?

Definitely. Over time, we build relationships with our colleagues in other states and overseas and this is why our creed is the ‘Friendly Society’. For example, I often contact my Les Clefs d’Or associates in New Zealand when I have guests travelling to their properties, and they are always very happy to be of assistance and will also often add extra touches to enhance our guests’ experience.

You were the winner of the Concierge category at the 2018 HM Awards alongside Joe Coorey from Pullman Sydney Olympic Park. Did this recognition from the hospitality and tourism industry come as a surprise to you?

It was definitely unexpected and a real honour and yes, it came as a wonderful surprise. To be honest I went with an open mind, I also think that just to be recognised on the night amongst a group of so many talented concierges from throughout Australasia means that in the end, we are actually all winners.

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Syd n ey

ge Harbour Brid

SUNNY’S TOP FIVE SYDNEY ESSENTIALS 01 Sydney Opera House

This is a must do. Walking up the front stairs to the main entrance and taking photos of this unique building, which is visited by more than 8 million visitors to Sydney. If you have a chance to take in a show, the Opera House is absolutely a must. The sounds inside are unbelievable.

02 BridgeClimb

It is suitable for of all ages from as young as 10 years-old. The BridgeClimb has come a long way from the entry 1.5-hour taster climb to express 2.5-hours and the full 3.5-hours.

It features breathtaking views and is actually very easy to do. From there, stroll along the footpath to Luna Park or visit Kirribilli House, the home of the Australian Prime Minister.

03 The Blue Mountains

It’s hard to go past being in this area on a beautiful day, standing at Echo Point and looking out at the surrounding mountains… they truly are blue. This area is so adventurous with so many things to do, from seeing the Three Sisters, Scenic World, hiking, or perhaps even canyoning.

04 Catch the ferry to Watsons Bay

Sydney has so many wonderful places to ride a ferry to, from going up the Parramatta River, crossing to Taronga Zoo or taking in the sights of the Gap lookout at Watsons Bay, only 15 minutes from Circular Quay. Why not think about having lunch at the famous Doyle’s on the beach, a great spot to enjoy fish and chips.

05 Walking on Bondi Beach

Sydney has so many beaches, each with so many things to do and eateries to try. One particularly famous establishment worthy of mention is Icebergs. Enjoy a swim, wet your feet or just sit and people-watch.

TECHNOLOGY

Staying

Connected MATT LENNON LOOKS AT THE LATEST HOTEL WIFI TRENDS WITH TWO OF THE INDUSTRY’S LEADING SUPPLIERS.

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taying connected everywhere is now synonymous with how we live our lives in modern society. The need to never be more than a few clicks or taps on a screen from anything we want to see or hear even dictates where we go, who we see and importantly, where we stay.

Hotels are not just relishing the challenge of being up to meeting the demands of its data-hungry patrons, they’re actually spoilt for choice in terms of tech infrastructure at their disposal. The connectivity industry is competitive nearly to cut-throat proportions and technology companies are almost falling over themselves to secure the next client.

“It’s an exciting time right now in wireless technology. Not just wi-fi, but all wireless technology, as we look at different applications in hotels, particularly hotels, but other environments as well.

It’s a very exciting time for technology and wireless communications,” says Larry Birnbaum, VicePresident of Global Hospitality at Ruckus Wireless.

As exciting as the sector may be, the challenge for these tech companies is getting an accurate reading on not just how much bandwidth and the quality of infrastructure hotels can afford, but how much they think they may need in future. For this, the answer may be in GPON – Gigabit Passive Optical Network. Back to that in a moment.

In a nutshell, hotels need more access points (APs) - one per room at a minimum and multiple for suites, meaning that as a guest moves about, especially in larger rooms, the signal will be as strong and reliable as it can be.

Hotels can never have too many access points to maximise wireless internet access, or so it seems.

Sean Serin from Optical Solutions Australia (OSA) believes major hotels are playing in the realm of dedicating at least one access point to each room.

“It’s obvious your speed and bandwidth tops off the further you are away from the AP, so what we’re trying to do is increase the density of the AP. They call it a heat map. You’re looking at trying to maintain that high bandwidth heat map and density within the hotel area, so that when the users are using it, they’re actually gaining access to the highest standards available if they can.

“That’s because, we’re now supporting higher bandwidth devices that the customers are bringing into the hotels. They’re bringing in their iPads and their phones and they want to share the content that they have gathered outside of the hotel. They want to be able to utilise that content within the hotel environment.”

The crux of GPON is that hotels are futureproofing themselves by installing the infrastructure now to cater to future bandwidth needs, as capacity can be scaled up as needed without requiring any intrusive, costly and ugly building works. This is proving particularly attractive especially to newer hotels as the one-time costs of capital expenditure and ongoing costs of operational expenditure are going down by 20-30% for capital and as much as 60% for operational.

“Going down that fibre route and reducing the amount of copper in the building is giving a higher green star rating,” Serin added. “[GPON] is a greener technology, with less power required. All these sort of things add up to assisting a building in getting that green star rating and all those certifications they’re going for these days.

“It’s also a cost reduction for them, so the cost of running the equipment on a GPON installer is far less than traditional.

“So all you need to do is upgrade active equipment on either end of that infrastructure and you can increase your bandwidth hundredfold. Theoretically you already have unlimited bandwidth capabilities within that single-node fibre, whereas if you go down an Ethernet road with your copper, you have physical bounds and limits within that copper.” n hotelmanagement.com.au 65

INTERIOR DESIGN

Style

Lobby

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INTERIOR DESIGN

A HOTEL’S LOBBY IS ITS WINDOW TO THE WORLD. FIRST IMPRESSIONS ARE CRITICAL AND THE MESSAGE A HOTEL SENDS TO GUESTS AND SHORTER-TERM VISITORS IS REPRESENTED IN THAT SPACE. IN THIS FEATURE, HM DELVES INTO THE STORIES BEHIND TWO AUSTRALIAN HOTELS NOW SPORTING BRAND NEW, INNOVATIVE AND EXCITING LOBBIES

NOVOTEL SYDNEY DARLING SQUARE

traddling the divide between Sydney’s everbustling Chinatown and the approaches to Darling Harbour, Novotel Sydney Darling Square has seen plenty of change outside its walls in recent times as the former Sydney Entertainment Centre adjacent was demolished.

With much excitement going on outside, it seemed unfair for the hotel to miss out.

Aussie building firm Reward was commissioned to jazz up the property and in addition to the lobby, all guest rooms, corridors, meeting rooms and public areas were given attention. Working alongside designer Bates Smart, the task at hand was to make all areas going under the knife “Instagram worthy” while minimising disruption to guests and staff over an extensive 10-month construction program.

Adhering to a structured schedule, this was achieved on-time and on-budget.

Core to the look was replicating the hotel’s signature timber posts without using real timber, which would have been too heavy. Instead, hollow aluminium tube sections were constructed and wrapped in real timber veneer with solid timber cappings installed at both ends for strength, support and that authentic look and feel.

Reward opted to support this look with limed oak, white-washed timbers and a stack-stone feature wall with gold detailing and natural textures.

Complemented by some discreet low-level lighting throughout, Reward believes the space reflects modern trends and offers a wide appeal.

Novotel Sydney Darling Square General Manager Scott Eger said of the finished product: “The lobby area really does highlight the outstanding design vision and functionality which now features across all our guest rooms and public spaces. The designer perfectly captures a feeling of ‘easy modernity’ with a new feel and functionality for guests.

“A beautifully light and bright arrival experience is now appreciated by all our guests coming to stay.

Surrounding gardens provide an inspiring backdrop to texture and natural materials, delivering an element of tranquillity perhaps not first anticipated when arriving from the hustle and bustle of Sydney.

“Our guests have clearly loved the recent changes right throughout the property and feedback on the lobby area and bar space has indicated as much

“A beautifully light and bright arrival experience is now enjoyed by all our guests”

Pool tables and quiet zones are on offer at the new Atura Adelaide.

appreciation for the changes as we are receiving for the outstanding room upgrades. We’re seeing our guests take opportunities to come together more and socialise throughout the space, relax and enjoy great drinks and dining options,” Eger added.

ATURA ADELAIDE

As the number of people arriving in Adelaide each year reached eight million and continues to climb, airport officials knew they needed a visually striking hotel as the first thing visitors see after landing.

Designer Nic Graham boasts a hotel design resume featuring the edgy personalities of QT Hotels on the Gold Coast, Bondi Beach, Melbourne and the Sydney CBD. So for a newbuild right on the doorstep of Adelaide Airport, what was his mindset when first looking at his brief and that blank sheet of paper?

“A brand eager to maintain a consistent design aesthetic across multiple properties means the job is half done from the outset for a designer,“ Graham said. Starting then with the same design kit on show at the Atura Blacktown in Western Sydney, Graham then set his imagination to work in envisioning his own interpretation of what message the Atura Adelaide Airport should say to guests, within the metrics of a raw industrial shell interspersed with irregular colour schemes and a slight retro vibe.

With interchangeable graphics, a licence to kill with striking, bold colours and blockwork walls as hero design elements, Graham set about incorporating a welcoming and communal flow to his lobby space. The intention was to create a space that would draw a guest to wine, dine, mingle and relax.

“The spaces are designed to work with a smaller staff ratio however, through the inclusion of group lounges, multifunctional spaces and communal tables, the space invites interaction and activation.

Atura Adelaide’s lobby was designed as an open, flowing space and despite its proximity to the airport terminal, its tall ceilings and large windows allow for an abundance of natural light to flow through. Guests can take advantage of quiet zones, a pool table, a bar and restaurant – getting you in the right frame of mind whether your flight is to the next town or the other side of the world. n

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TECHNOLOGY

Pushing for that perfect

IT MAY SEEM A FAIRLY INNOCUOUS AND COMPLEMENTARY PART OF A HOTEL STAY, BUT THE BATHROOM AMENITIES SECTOR IS HIGHLY COMPETITIVE. MANY DIFFERENT SUPPLIERS CONTINUALLY STRIVE FOR THAT PERFECT COLLECTION TO ENHANCE YOUR GUESTS’ EXPERIENCE. LET’S HEAR FROM SOME KEY PLAYERS IN THE AMENITIES DIVISION ON WHAT EACH COMPANY IS UP TO. VAL HARDING Owner, Interior Images

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wenty years ago, I established my company, International Interior Images, by bringing amenities from authentic luxury brands from around the world to the Australian hospitality market.

At that time, most hotels saw the complimentary toiletries they gave away as nothing more than an unavoidable expense.

Since then the industry, and more importantly, the traveller, has come to expect those toiletries to be of high quality, safe to use, reflective of the property in which they’re staying, and to feel like a special treat.

Despite occupancy rates being the envy of the world, the trend seems to be moving back to the commodification of in-room offerings. While design and marketing budgets have increased, the quality of the inauthentic “exclusive” brands currently saturating the market hasn’t. Yet when presented with an opportunity to save a few pennies, hoteliers buy into the notion that you can offer “luxury” products at bargain prices. Hoteliers may be buying it, but guests are certainly not.

When you partner with an established, skincare brand for your amenities such as Grown Alchemist, Molton Brown, Malin+Goetz, REN or LATHER, you’re not only leveraging their reputation and brand equity, you’re also telling your guests you value them and care about their wellbeing. If you’re a five-star property stocking the same product as a corporate chain or the local airport hotel, you may be trimming the budget, but the only one winning is the airport hotel.

PETER WEINGARTNER Director, Swisstrade

Swisstrade is a partner of choice to the accommodation sector across the ANZ region, supplying globally-leading amenity dispensing solutions and luxury guest toiletries brands alike.

One global trend affecting the choices of owners and operators of lifestyle brands these days is that of localisation and adding a unique element of the region or the country to the guest experience.

Not surprisingly, our Australian toiletries brands ELOURA Australia and the Olive Oil Skincare Company - an industry-first 68 HM The Business of Accommodation

innovation using extra virgin olive oil as the key ingredient - are doing exceptionally well. On the other hand, international megabrands are in vogue across the upper-upscale and luxury segment where we have most recently positioned celebrated Acqua di Parma and French icon LALIQUE. Regardless of segment, travellers are increasingly sensitive to quality and expect hair and skin care that offers added benefits.

Equally, hoteliers will recognise the undeniable trend towards environmentally sensitive amenity dispensing solutions. Since the first implementation of Swisstrade’s leading dispenser systems at the Sydney 2000 Olympics, we have led the market in this category, offering the broadest range of cost-effective and environmental dispenser systems without compromising quality or guest experience.

We have some exciting updates on the way. With ELOURA Australia, we are introducing a unique hotel amenity program, consisting of three ranges, nine product combinations and a total of 27 experiences all under one brand. ELOURA allows our clients to tailor their choice of fragrance, colour and presentation to best suit their property. The range can even be modified seasonally without switching brands.

There have also been some very interesting market movements in recent times. We are seeing a rapid change in the way hotel toiletries are treated from a cost perspective. Once deemed an [un] necessary cost to the business, we are today speaking with operators about how we add marketing value to their property through the right brand-fit and product selection. Since toiletries get ‘up-close and personal’ with guests, there is no easier way of influencing the guest experience. Those who are investing more in this area are being rewarded with positive reviews and social media posts that drive repeat business and referrals.

PAUL TSALIKIS CEO, Vanity Group

Vanity Group is a global cosmetics market leader, established in 2011 with an Australian entrepreneurial spirit. We provide an ensemble of luxury proprietary and licensing cosmetic brands whilst focusing on the design, development, manufacture and marketing of premium skincare and haircare hotel amenity products.

BATHROOM AMENITIES Around the globe we are extending our essential amenity collection to improve the guest experience beyond the ‘core’ items you would typically find in a bathroom. Products like travel kits, face products, wellness kits, lip balms, hand creams are all becoming a very trendy part of any program. Toiletries have come a long way from the days when a home brand soap and a bottle of shampoo were sufficient, and the industry is showing a significant increase in hotel guests using the toiletries provided.

The movement to the reduction of plastics is at the forefront of every hospitality provider. We are noticing a deterrent from single use plastics particularly within 3 to 4-star hotels as they offer a more economical solution of pumps in hotels with less than 200 rooms.

More travellers than ever are becoming ingredient junkies and have an expectation for products to be free from certain ingredients.

Our team works with hotel partners to develop guest amenities that are considerate to consumer expectations and which delivers the sensory experience the hotel wants to achieve at the price that us realistic for the market.

The past year has been particularly prosperous for Vanity Group, having secured a number of global contracts and licensee rights to famous brands like French label Balmain Paris Hair Couture.

Our focus is on creating the best for our partners, building our retail presence and improving the room to retail philosophy. Our collections will continue to grow in the next 12-18 months and we will continually develop our 360 Sustainable Beauty program as brands are becoming more environmentally focused. We will continue to disrupt the hotel amenities space.

MICHAEL MATULICK MD Hunter Amenities – APAC

Hunter Amenities are global formulators and manufacturers with more than 35 years’ experience and have one of the world’s largest portfolios of luxurious bath and body collections.

We enjoy working in partnership with hotels and proudly put guests at the heart of everything we do. From tantalising fragrances and sensual textures to innovative designs and stylish packaging, every connection with our distinctive collections should be a signature experience for guests.

Our research shows guests perceive hotel bath and body products as an important part of their hotel experience. The collections provide a lasting impression beyond the bathroom. In order to stand out, we are seeing increasing interest in other touch points throughout the hotel such as bathroom common areas, turndown gifts, spa areas and check-out/thank you gifts. Guests love to take home an indulgent reminder of their hotel stay.

One of our unique points of difference is our wide selection of certified 100% carbon neutral products across our luxury and bespoke collections. We only use the finest premium ingredients from around the world and continually monitor sustainability developments, working with experts on new technologies, materials and product formats.

Our world of luxury brands includes the best skincare, lifestyle, fragrance, spa and haircare brands from Australia and around the world to create the ultimate guest experience. n

PEOPLE

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

Recently opened, Brisbane’s brand new The Calile Hotel is making its mark on the Queensland capital’s property scene. A key player in this leadership is Kristie Mancell, recently named the new property’s Sales & Marketing Manager.

Mancell brings over a decade in five-star hotel sales and marketing to her new role and joins from her most recent position at the Sofitel Brisbane Central.

Staying with the new Calile Hotel, another appointment at Brisbane’s exciting new address is Katrina Ford, named recently as the property’s new front-of-house Food & Beverage Manager. Managing the trendy Lobby Bar, Ford returns to her home state after stints honing her craft in world-leading establishments including Sydney’s Coogee Pavilion and Mr Wong’s and the SoHo House Group’s leading UK eatery, Shoreditch House.

Markus Kaliss has commenced in his new role as the General Manager at Hilton Darwin. Trained in Germany, Kaliss is a Hilton Hotels veteran, rising all the way up from Assistant Night Manager at the Hilton London Heathrow Airport around 20 years ago. Kaliss has spent the majority of his hotel career in Asia with Hilton and other brands within the Hilton group.

Rapidly growing inner-city neighbourhood hotel brands Veriu Hotels and Punthill Hotels have a new CEO at the helm, with Zed Sanjana now in charge and tasked with the expansion of both brands across Australia and New Zealand. Sanjana is no stranger to expansion, having spent seven years steering Quest Serviced Apartments as it opened over 50 new properties across the region, before engineering the company’s sale to Singaporebased apartment operator Ascott Limited.

Experienced luxury hotel promotion guru Gavin Maloney has joined Sofitel Sydney Darling Harbour as its new Director of Sales and Marketing. Having steered a variety of luxury hotels on four continents through highly competitive environments and challenging circumstances, Maloney is well versed in how to make a hotel stand out from the pack. With a resume boasting experience in Australia, Asia, the Middle East and Europe, in his new role he will be responsible for developing and driving rate and occupation strategies, partnerships and brand identity.

Brisbane native Raoul Gundelach has been named by Ovolo Hotels as its new Brand Ambassador, tasked with overseeing the development of the Ovolo name in Australia and the Asia-Pacific region. Based in Hong Kong, Gundelach’s appointment reflects the brand’s desire to continue to evolve, disrupt and “be genuinely different,” the company said. Ovolo’s local movements include the recent acquisitions of the Ovolo Nishi Canberra, Ovolo Inchcolm Brisbane and Ovolo The Valley Brisbane.

Holding more than 20 years’ experience in senior executive roles in the hotel industry, Jane Kingston has joined The Star Gold Coast as its new Director of Sales. Fluent in the inner-workings of the Gold Coast’s leisure and corporate travel scene, Kingston joins The Star on the glitter strip following her most recent post as Deputy Area GM at the Watermark Hotels Group.

70 HM The Business of Accommodation

Having worked with international luxury brands including Raffles and One&Only, Peter Foster brings his expertise in luxury hotels to The Hotel Windsor, joining recently as the Melbourne property’s new Director of Sales & Marketing. In his new role, Foster will work to expand the domestic and international reach of the 1883-built Victorian icon.

Ovolo Hotels has recruited a new sales leader in Christopher James, who joins the burgeoning hotel group as its new General Manager of Sales, Australia. James will oversee the group’s sales activity at its five (soon to be six) Australian hotels in Sydney, Canberra, Melbourne and Brisbane.

James joins Ovolo from the Langham Hospitality Group in London.

The Star Grand, Gold Coast has hired Les Clefs D’or member Christian Espino as its new Chief Concierge. Bringing more than two decades in customer service, Espino joins The Star having previously held similar Chief Concierge roles at the Mira Hong Kong and the InterContinental Sanctuary Cove Resort.

1-2 MAY 2019 GRAND HYATT MELBOURNE

INVESTMENT. MANAGEMENT. INNOVATION. OPERATIONS.

Connect, Respond and Engage to stay on top of the game in 2019 www.ahice.com.au For tickets or more information call Interpoint Events on 1300 789 845, sponsorship enquiries contact Adam Daff at adaff@intermedia.com.au or 02 8586 6207.

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