HM October 2021 by The Intermedia Group

IN THIS ISSUE HOT F&B TRENDS YOU NEED TO KNOW LUXURY BRANDS IN AUSTRALASIAN DEMAND BATHROOM AMENITIES GET INNOVATIVE

THE BUSINESS OF ACCOMMODATION IN ASIA-PACIFIC Vol.25 No.5 Bi-monthly October 2021

Australasia's brightest stars

Sydney gears up to host the 2021 HM Awards presented by Sealy Posturepedic

IHG HOTELS & RESORTS'

CULTURE OF FIRSTS IHG Hotels and Resorts prides itself on being a company of firsts, so much so that it is now second nature, keeping it on course for long-term success.

HOT THIS MONTH: Recruitment, returns and retirements, acquisitions, new openings and more

ESSENZA The perfect healthy accompaniment to your guests’ glamorous moments, meals and experiences. They’ll enjoy the refined signature bubbles of S.Pellegrino sparkling water mixed with vibrant blends of delicious Mediterranean fruit flavours.

NO SUGARS NATURAL FLAVOURS ZERO CALORIES For trade enquiries, please contact your local distributor. NSW – Mayers Fine Food +61 2 9669 2211 QLD – Global Food & Wine 1300 362 673 SA – Rio Coffee +61 8 8362 3376 VIC/TAS – Mayers Fine Food +61 3 9372 5222 WA – European Foods +61 8 9227 2222 NZ – Federal Merchants & Co +64 9 578 1823

CONTENTS

October 2021

Vol. 25 No.5

NEW ASSETS 18 EYEING Elanor Investors Group details its new

AUD$346 million Accommodation Fund.

THE PANELS 24 BEHIND HM looks at some of the differences between commercial and consumer televisions.

THE TABLE 32 SETTING Ten exciting innovations changing up meal

service at hotel restaurants across the industry.

34 DINE ON HIGH One of the best views in Sydney demands an equally impressive menu.

AND RUN 36 SNACK How to make your Grab and Go Bar efficient, profitable and popular with guests.

HEAVEN 40 HERBAL Travellers are seeking a wider tea selection in their room and suppliers are responding.

42 AN EASY BREW Providing easier access to an in-room coffee is ensuring guests can easily work the machine.

LOCKDOWN 48 DATA Hotels are more alert and aware to sophisticated scams targeting their WiFi networks.

SAFETY 52 DISPENSING Bathroom amenity suppliers have a wider range of innovative dispensers at your disposal.

UP 56 SMARTENING Hotel workers have been using their extra time wisely by completing online training courses.

Altitude Restaurant at Shangri-La Sydney Make your Grab and Go Bar efficient and successful

58 LIFE OF LUXURY Expectations are high for further growth in the

luxury segment from the world's leading brands.

HM Q&A CONSTANTINOU 16 PAUL Quest’s founding father has been a pioneer in Australasia’s extended stay sector and after 33 years with the company, looks back fondly on a litany of achievements and memories.

Regulars LETTER 04 EDITOR’S James Wilkinson on the NSW 24Hour Economy strategy.

TO KNOW 06 NEED The 15 essential stories you need to

know this month - spanning operations, development and tourism industry news.

On the cover

IHG Australasia MD, Matt Tripolone and new Development VP, Jael Fischer.

STORY 14 COVER Presented this month by IHG Hotels and Resorts. Hotel televisions are surprisingly different from home models

66 ON THE MOVE A look at who is moving where this month. hotelmanagement.com.au 3

EDITOR’S LETTER

Helping bring Sydney’s vibrant economy back to life

Managing Director

Simon Grover

y hometown of Sydney is one of the world’s most exciting and vibrant destinations for both locals and visitors alike. It’s a city known on the world stage, it’s a destination that has truly iconic experiences and one known for its incredible hospitality. Now as restrictions start to ease and the city opens-up once more, I’m honoured and excited to help bring its energy back to life as a member of the Investment NSW 24-Hour Economy Advisory Group under the leadership of the board's Chair, the state's first ever 24-Hour Economy Commissioner, Michael Rodrigues. I'm looking forward to working with Michael, who I was a colleague of for close to 10 years at Time Out Sydney magazine, alongside the NSW Minister for Jobs, Investment, Tourism and Western Sydney, the Hon Stuart Ayres MP, and an incredible list of industry leaders helping deliver the state's extremely important 24-Hour Economy strategy, which includes driving investment opportunities while turbocharging job creation and night-time business activity. The 40-person Group includes executives from the National Art School, Fox Studios Australia, Sydney Opera House, AFL, Solotel, Merivale, the Australian Recording Industry Association, City of Parramatta, Liverpool City Council and Sydney Gay and Lesbian Mardi Gras. “This Group brings together an esteemed list of leading professionals from intersecting industries across the 24-hour economy and their insights will be invaluable to kickstarting the broader economic recovery of the state,” Ayres said. “The Group has been tasked with helping to implement the NSW Government’s 24-Hour Economy Strategy, which really drills down on creating diversification of night-time activities by supporting a wider variety of businesses at night, in a safe and healthy environment.” You can read more about the strategy on the Investment NSW website and please don't hesitate to contact me directly with ideas and opportunities I can pass on to the Group. In our latest issue of HM, we sit down for a chat with outgoing Quest Chairman, Paul Constantinou to look back on his stellar career, check-in to Shangri-La Hotel Sydney, look at the luxury segment and uncover some of the hottest F&B trends you need to know. Enjoy the issue and I look forward to your feedback. Yours in hospitality, Sofitel Sydney Darling Harbour

James Wilkinson Editor–In–Chief

James Wells

Editor–In–Chief

James Wilkinson jwilkinson@intermedia.com.au

Deputy Editor

Matt Lennon mlennon@intermedia.com.au

Group Commercial Manager

Tara Ducrou tducrou@intermedia.com.au

Contributing Writers

Michael Johnson, Richard Munro and James Doolan

Production Manager Jacqui Cooper jacqui@intermedia.com.au

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In association with

NSW 24-hour Economy Commissioner, Michael Rodrigues

MEET THE HM TEAM…

James Wells Publisher

Publisher

Matt Lennon Deputy Editor

4 HM The Business of Accommodation

Tara Ducrou Group Commercial Manager

Adrian Tipper Creative Director

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Things You Need To Know The essential hotel and travel industry news and trends from across the globe. Read more at HotelManagement.com.au.

IHG’s Leanne Harwood elected Accommodation Association President Replaces Lancemore Group CEO Julian Clark after seven years of service

HISTORY HAS BEEN made at the Accommodation Association, with IHG Hotels and Resorts SVP and Managing Director Australasia, Japan and Pacific, Leanne Harwood, elected as the Association’s first female President. Harwood replaces outgoing President and Lancemore Group CEO, Julian Clark, who makes way after seven years at the helm. Clark said he would continue to work with the Association to ensure a seamless transition both to the new National Council and to help in the amalgamation with Tourism Accommodation Australia. “We are moving into the key stages of the proposed merger with the Australian Hotels Association [and] Tourism Accommodation Association and we need to ensure progress continues in the right direction to drive the best outcomes for our members,” Harwood said. Clark said it had been a privilege to lead the industry over the past seven years. “I am proud to depart the role with the Association in a very strong place – in terms of advocacy, member benefits, financial strength and general Association strength.”

Munro back as the Association's CEO The Association's former CEO returns as the TAA merger edges closer

6 HM The Business of Accommodation

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POPULAR INDUSTRY EXECUTIVE Richard Munro has returned as the CEO of the Accommodation Association of Australia (AA) as the organisation closes in on its merger with Tourism Accommodation Australia (TAA). Munro, who departed the AA in mid-2019 to become Group CEO of the Cronulla Sharks NRL organisation, is back at the Association following the departure of Dean Long to the Australian Federation of Travel Agents (AFTA) as its CEO. “It is an honour to be returning to this role to work with the Accommodation Association and lead the Association and its members through this milestone stage,” Munro said. “This is a sector that I love and believe in and I am excited to be resuming the role of CEO of the Association,” he said.

ss o c

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THINGS YOU NEED TO KNOW

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Paul Hutton

tF en r T , ls A s ia-Pac CEO

Adelaide key to Choice Hotels APAC growth CEO Trent Fraser has pinpointed the SA capital as a key driver in the recovery

Alex Murray 04

Paul Hutton returns to lead Hilton in Australasia

Will succeed Heidi Kunkel who is departing the company in 2022 CHOICE HOTELS ASIA-PAC CEO, Trent Fraser, has said he sees Adelaide as a pivotal city which will play a major role in the recovery of the travel and tourism sector in the post-COVID and lockdown phase. The company has enjoyed strong growth in Adelaide and its outer suburban areas both throughout the pandemic and in recent years prior, signing numerous new properties to its network across The Ascend Hotel Collection, Quality Hotels, Comfort Hotels and Econo Lodge brands. Signings have included the new Comfort Hotel Adelaide Meridien, part of which has been dual-branded as an Econo Lodge. The Quality brand has also boosted its presence in the city in the form of the Quality Apartments Adelaide Central, signed under a franchise agreement with 1834 Hotels. In Adelaide’s outskirts, another franchise agreement with The Haus Group has seen The Lodge by Haus, The Studios by Haus and The Manna by Haus join the Choice family, with the latter two becoming part of The Ascend Hotel Collection. Fraser said he anticipated the South Australian capital to play a major role in the post-COVID recovery period. “Adelaide has a lot to offer as a destination, both in the city itself and in nearby regions such as Hahndorf where three of our new properties are located,” Fraser said. “The state of South Australia is seen to be safe for travel, the conference and corporate segments is expected to have a sharper comeback, and we want to be best positioned to offer inventory to these markets which will in turn support our partners as they lean on us for recovery support.”

POPULAR HOTELIER PAUL Hutton is set to lead Hilton in Australasia once more, following a four-year stint as the chain’s Regional Head of Southeast Asia. Hutton will take on the Sydney-based role from 1 January 2022 and will succeed Heidi Kunkel in the position she has held for the past three and a half years. Kunkel is set to depart the chain in early 2022 and the role of Head of Southeast Asia will be taken up by Alexandra ‘Alex’ Murray, who is currently Hilton’s Vice President of Focused Service Operations in EMEA. Hilton’s Regional President Asia Pacific, Alan Watts, said Hutton’s appointment comes on the back of a four-year stint in Southeast Asia, where he “built a robust leadership team and oversaw significant portfolio growth”. In the role, Hutton will oversee 27 operating hotels and a “healthy development pipeline of 12 hotels and resorts, with further growth plans to double Hilton’s footprint in Australasia in the next five years, through an organic growth strategy with the right brands in the right locations”, according to Watts.

Event Hospitality acquires Jucy Snooze in full Follows 50% stake purchase made in 2020

EVENT HOSPITALITY HAS fully integrated the Jucy Snooze budget and backpacker accommodation brand into its portfolio having now acquired the label from founders Tim and Dan Alpe. The accommodation brand known for its pod-style micro-hotel dorms popular with backpackers will now sit alongside Rydges Hotels and Resorts, QT Hotels and Resorts, Atura and the Independent Collection in the company’s hotel and hospitality division. The business will continue to be led by Alpe who

Jucy Snooze Queenstown

remains in the role of “Chief Jucyfier”. The acquisition applies only to the Jucy Snooze accommodation sector, with the company’s car and camper van rental business understood to not be part of the deal. Jucy Snooze is currently active in three New Zealand cities – Auckland, Queenstown and Christchurch – with plans in the works to see the brand enter Australia. The brand’s signature pods were custom designed to incorporate features young travellers were seeking, based on research and focus groups. hotelmanagement.com.au 7

THINGS YOU NEED TO KNOW The lobby at the soon-toopen Kimpton Sydney

Path to the future By Richard Munro CEO, Accommodation Association

Firstly, I want to thank everyone for the warm wishes and welcoming me back to the CEO role at a time we are looking to transition out of the strict lockdowns our members have endured over recent times. The challenges being faced by all our members simply cannot be compared to any other world shock that has been experienced in our lifetime and we will continue to lobby for the best outcomes. I have heard from a lot of members in my first week and can say that the support of the AA during this crisis has been appreciated greatly as we chart a way through unprecedented waters that the Covid-19 challenge has imposed on us. The amalgamation project of bringing together two strong industry bodies, the AHA (TAA) and AA under one organisation to ensure our industry is in the strongest footing is well underway and I will keep our members posted as to its progress. The association is very active in concert with the Federal Government on employment matters, finding pathways to employment as we transition out of lockdowns to improved business conditions as we have had so many employees unfortunately exit the industry over the past 18 months. We will be undertaking a deeper study on this matter as we believe 2022 will see higher demand for accommodation which will put pressure on our labour supply. Our fabulous team have a suite of solutions and I would encourage members to contact us on how we can facilitate their search for talent. I would also like to acknowledge our new President, Leanne Harwood, and Deputy President, David Mansfield, and thank former President, Julian Clark, and Deputy President, Simon McGrath, who will remain on the AA National Council.

8 HM The Business of Accommodation

Pro-invest releases first look at Kimpton Sydney Aussie celebrity chef Luke Mangan to craft dining options PRO-INVEST GROUP HAS released the first renderings inside the soon-to-open 172-room Kimpton Sydney, with new room and lobby images revealing a classic and intimate 1930s style guest experience with a wide variety of furnishings and elegantly decorated lobby. Kimpton Sydney has also introduced its signature dining will be led by internationally renowned Aussie chef, Luke Mangan, who will headline the property’s dining offerings under the name ‘Luke’s Kitchen’. The signature eatery will serve modern and luxurious iterations of his neighbourhood favourite home-style dishes and will be positioned in the hotel lobby. In addition to Luke’s Kitchen, Kimpton Sydney will feature a 1930s-style cocktail bar and wine cellar experience offering tasting palates.

BWH Hotels CEO David Kong to retire Longest serving industry CEO calls time on an accomplished career BWH HOTEL GROUP President and CEO, David Kong, has announced his retirement after 20 years transforming the company into a global industry leader. The industry veteran will step down at the end of 2021, bringing to a close a highly successful career with BWH Hotel Group, which he joined in 2001. His 17 years at the helm of the company makes him the longest serving CEO at any major hotel company. Kong said he felt very fortunate to have played a role in building BWH Hotel Group into the brand it is today. “I have always wanted to move on at my peak. With our caring culture, our extraordinary hoteliers, executive team, and corporate staff, I have no doubt the best is yet to come for BWH Hotel Group.”

Outgoing BWH Hotel Group CEO, David Kong

IHG has rewritten its rules to ensure a happy workplace

THINGS YOU NEED TO KNOW

IHG revamps staff benefits to boost talent retention The company has modernised staff entitlements and leave options to suit the modern workforce IHG HOTELS AND RESORTS has introduced a raft of employee benefits designed to encourage skilled workers to join the organisation and to help the company retain the talent currently on its books. The new program, dubbed ‘IHG myBenefits’ comes as the organisation prepares for another strong year of hotel openings in 2022.

These include paid parental leave both for maternal, paternal and adoption requirements along with the ability for staff to use personal leave availability for proactive wellness or even to take a temporary sabbatical to pursue a personal or passion project. Further, a new IHG myPerks program also allows staff to enjoy discounts and cashbacks at more than 400 retailers and service

IHG myBenefits features a sweeping range of staff leave and incentive programs designed for a variety of specific and modern needs, with flexibility being a key hallmark.

providers, along with access to an online ‘Wellbeing Hub’ which provides a variety of tutorials to improve physical, mental and financial wellbeing.

Atura Hotels taps into Oran Park growth ambitions The value-centric brand will occupy part of an emerging town centre

EVENT HOSPITALITY WILL attach its growing urban lifestyle Atura Hotels brand into the rapidly growing Oran Park precinct in south-western Sydney, with a new hotel project signed and scheduled to open in the latter stages of 2023. The company has signed a management agreement with Greenfields Development Company to oversee a new 184-room urban resort as part of a mixed retail and entertainment complex in the southwestern Sydney suburb. Atura Oran Park will also feature guest and public facilities including conference and meeting spaces, a locally inspired restaurant and bar, an outdoor swimming pool and terrace overlooking nearby parkland and the burgeoning town centre.

Opening doors just the beginning By Michael Johnson CEO, Tourism Accommodation Australia

AS VACCINATION RATES rise across the country, it seems increasingly likely October and November will see the re-opening of our two biggest hotels markets in NSW and Victoria. Being able to open the doors after weeks of lockdown is great news - but it is only the beginning. The dire situation facing accommodation hotels, especially in Sydney and Melbourne, is not something they will simply bounce back from once rooms begin filling up. The hotel industry has been bleeding for more than 18 months now. In NSW for example, the joint NSW and Federal support package was good news for smaller hotels and thousands of stood-down staff. But almost 40% of TAA members in that state were unable to receive anything despite the majority being closed or operating at sub 2% occupancy. Greater Sydney members have suffered a decline in revenue of between 70% and 90%, compared to July 2019, yet 37% of these businesses are ineligible for any government assistance due to eligibility criteria of aggregated annual turnover which includes foreign entity revenues, which applies to many of our internationally owned hotels. We have a situation where we have two hotels on the same street, both suffering the same financial impact, but one can receive government help and the other cannot. While the rooms sit empty, the costs keep piling up and these venues no longer have the cash reserves they relied on to get through the lockdown last year. TAA will continue to work with governments across the country to ensure our industry is not left behind as we ultimately trade our way back to profitability.

hotelmanagement.com.au 9

THINGS YOU NEED TO KNOW 10

Sequoia lodge makes luxurious debut Mount Lofty House’s ultra-lux lodge opens to guests

LEADING INVESTORS DAVID Horbelt and Malcolm Bean have thrown open the doors to the nation’s most luxurious new accommodation offering, Sequoia lodge, at their sprawling Mount Lofty Estate in the Adelaide Hills. The AU$18 million addition at Mount Lofty has been several years in the making and the product is firmly one of the best luxury offerings the nation has ever seen. Overlooking the Piccadilly Valley, known for its premium vineyards and artisan producers, Sequoia features 14 luxurious, sustainably designed suites that were built with the latest in technology and comfort,

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such as fireplaces and room control panels, alongside natural artesian spring-fed stone hot pools, an infinity pool, new day spa and a campfire amphitheatre. Horbelt said the lodge offers guests an “unparallel journey of discovery based around the region’s iconic food and wine, wellness, history and vast nature experiences allowing guests to delight in the sheer beauty of being”. He said Sequoia connects guests with the unique stories of the region’s place and they will experience a transcendental journey that revolves around the human senses, desire to connect, socialise and seek comfort in the beauty of the moment.

The Star Gold Coast’s Jess Mellor with Destination Gold Coast’s Jaime Cali

The Dorsett Gold Coast hits its heights Construction has topped out on the first new tower at The Star Gold Coast THE OFFICIAL ‘TOPPING OUT’ point has been reached at the first of two new towers being developed at The Star Gold Coast’s site on Broadbeach Island, with the building reaching its crescendo at 53 storeys. The AU$400 million tower from Hutchinson Builders now stands at 178 metres and will be home to the Australian arrival of The Dorsett Gold Coast, which will feature 316 guest rooms. A further 423 apartments in one- and two-bedroom configurations will also be operated under The Star Residences. A six-level podium will be home to The Dorsett’s reception and lobby areas, a lobby for The Star Residences and a variety of dining and retail offerings along with a boardwalk which will connect the tower to The Star Grand in the site’s main building next door. The Dorsett hotel will fall under the General Management of Michael Foster, who was named in the role in September. 10 HM The Business of Accommodation

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Dr Jerry Schwartz urges all hotel staff to be fully vaccinated Prominent hotel owner calls for industry to adopt mandatory vax policies

AUSTRALIA’S LARGEST PRIVATE hotel owner, Dr Jerry Schwartz, has issued a call urging all operators of his hotels to mandate full vaccination for all customerfacing staff to ensure all parties are fully protected from COVID-19. While some of his hotels are currently operating as quarantine facilities and require all staff to be double jabbed under a government health order, Dr Schwartz has written to his other operating companies asking for all employees to be fully vaccinated by the end of November 2021. Dr Schwartz has introduced a requirement for all employees at Paradise Resort Gold Coast to be fully vaccinated, making it the first non-quarantine hotel in Australia to do so. Dr Schwartz said the hotel industry as a whole should follow the lead of Qantas and Virgin Australia in requiring mandatory vaccination for all customer-facing staff by virtue of it being a people-facing business with a duty of care to eliminate risk for guests and provide a safe working environment. “As both a medical doctor and a hotel owner, I believe that any face-to-face business, especially if it involves children, needs to have fully vaccinated staff,” Dr Schwartz said. “The hotel industry has been devastated by COVID and policies of governments, so it is essential we equip ourselves with the tools to drive a recovery once the country reaches 80% vaccination and travel returns to relative normality.”

THINGS YOU NEED TO KNOW Club Wyndham has partnered with Maui Motorhomes

Not just lockdowns that hurt

Club Wyndham hits the road with Maui Motorhomes

By James Doolan Strategic Director, Hotel Council Aotearoa

Timeshare owners can use their credits to go on a driving holiday

CLUB WYNDHAM MEMBERS have a new option to spend their holidays after the timeshare operator joined forces with Tourism Holdings Limited’s Maui Motorhomes to offer an alternative way to use their credits for the year. The year-long partnership is open from 1 October and runs to 30 September 2022, enabling eligible Club Wyndham members who are also part of Wyndham Destinations Asia-Pacific’s optional Lifestyle by Wyndham tiered program to book a six-berth ‘River’ model Maui motorhome for blocks of seven nights at a time, although members don’t need to use the vehicle for the whole period if they so choose. The agreement also includes some flexibility in the event COVID-19 restrictions force cancellation, in which case bookings can be transferred to other members.

The Tasman ready for guests from December 1 The Luxury Collection brand ready for its local debut by Charlie Ainsbury of Proof & Company reflecting an old-world drinking experience made with locally sourced Tasmanian produce. The hotel will be equipped with a variety of event and meeting spaces including The Cumulo Room, which features floor-to-ceiling windows and an outdoor terrace overlooking the city’s famous Salamanca Markets.

MARRIOTT INTERNATIONAL WILL officially debut its Luxury Collection brand in Australia this year, with the hotel giant confirming 1 December will be the opening date for The Tasman to begin welcoming guests in Hobart. The Tasman, a Luxury Collection Hotel is located in Salamanca Place adjacent to the harbour at Sullivan’s Cove and sits within an 1840s era heritage-listed edifice on Murray Street in Hobart’s Parliament Square. The property will feature 152 rooms and suites, many with distinct features that set them apart from others. Original artwork will adorn the walls, while guests will also be able to enjoy a classically themed stay with roaring fireplaces in the colder months. Dining facilities at The Tasman will include a traditional Italian offering at Peppina, with the restaurant headed by Massimo Mele and Glynn Brynes. An elegant cocktail bar, Mary Mary, will also feature crafted beverages

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WHILE MANY BUSINESSES suffer during lockdowns because they can’t reach their customers, New Zealand hotels have suffered ever since borders closed in March 2020. Of the NZ$3.4 billion spent on New Zealand visitor accommodation in 2019, international travellers accounted for 55 per cent. Those international customers have been locked out for almost a year and a half and counting. As we all know, it’s impossible for domestic travel to completely fill that gap. In lockdowns it’s even worse. Ninety per cent of hotel customers are locked out – everyone except essential travellers. PreCOVID, hotels would typically average out as 75-85% occupied throughout the year. Since borders closed, occupancy has fallen by 25 points and average daily rate (ADR) has fallen between five to 10 per cent. The result is that RevPAR and total hotel revenues are down approximately 40% ever since borders closed. That’s catastrophic for infrastructure assets. Hotel rooms nights cannot be stockpiled and sold later. There is no such thing as pent-up demand for yesterday’s unsold hotel room. Our industry’s product is rotting on the ground each and every day. No country can have an international-standard visitor economy without core infrastructure like hotels. New Zealand must now plan on implementing the kind of targeted support that other governments overseas are giving to their hotel sectors.

hotelmanagement.com.au 11

THINGS YOU NEED TO KNOW 15

minutes with...

Ex e

dC hie f Oakwo o

DEAN SCHREIBER

r, Dean Schreiber f i ce f eO tiv

Luxury serviced apartment brand, Oakwood Premier, arrives on Australian shores this month, featuring in a 40-storey mixed-use development on the Yarra shores in central Melbourne. Ahead of opening day, HM caught up with Oakwood CEO and native Melburnian, DEAN SCHREIBER, to find out more about the company’s plans for the Australian market.

What has the journey been like trying to find the right fit for Oakwood in Victoria’s capital?

There has been a growing preference for serviced apartments over traditional hotels in recent years. With the success and resilience we have seen with Oakwood’s serviced apartment model, the group’s continued growth across Asia-Pacific over the past years, as well as the increased demand for space and privacy in travel accommodation for both business and leisure travellers, we saw Australia as an opportune market for Oakwood to debut a premium serviced apartment offering. At Oakwood, we believe in partnering with our owners to deliver a vision that we both believe in. And it is a great honour for us to partner with Yarra Hotel Group to plant the Oakwood flag on a splendid property in this prime location and to introduce the distinguished Oakwood Premier brand to Melbourne.

What sort of reception are you expecting for some of the more spectacular elements of Oakwood Premier, such as Sky Bar Melbourne?

Tailored luxury is the foundation of the Oakwood Premier brand. It is what our guests have come to expect, wherever they are in the world. Everything about an Oakwood Premier property delivers on this promise, from the initial greeting to the quality of the soft furnishings. The tranquil ambience of our Oakwood Premier properties provides a welcome respite from the frenetic pace of business life, and our teams work towards ensuring we seamlessly look after the day-to-day so that our guests may concentrate on their lives. With the debut of the Oakwood Premier brand in Melbourne, Oakwood Premier Melbourne will exemplify the true qualities of the brand. Unlike traditional hotels, serviced apartments are designed for residential lifestyle and provide the luxury of bigger living spaces, well-appointed kitchens and amenities, alongside spectacular views of the city from the latest rooftop destination – Sky Bar Melbourne – I am confident that Oakwood Premier Melbourne will not just be a new addition to the glorious skyline, but beyond that, serve as a new experience for locals and visitors to take in.

communities in which we operate. As a global hospitality company, the group is committed towards building an embracing culture that celebrates what is both common and different. Supporting responsible business, Oakwood’s focus on environmental sustainability seeks to minimise impact on the environment through programmes that will help manage energy consumption and carbon footprint. On the environmental front, we have also embarked on key initiatives across our global portfolio of properties. These include the elimination of all single-use plastics on-property by 2022 and the introduction of electric vehicle charging stations at all parking sites of new properties in the pipeline. Oakwood Premier Melbourne not only has a 23kW solar panel installed on the building to reduce consumption of non-renewable electricity, but all elevators have also been installed with an advanced Destination Control System which reduces the amount of energy and power required to move guests up and down the building.

What does the future of Oakwood and Oakwood Premier look like for Australia and what other cities or major centres are on your radar?

With serviced apartments fast becoming a preferred form of accommodation over hotels in Australia, we definitely see potential for the growth of the Oakwood brand locally. The group is on track to double its portfolio of properties by 2025 with the Oakwood Premier brand slated to launch in the capital cities in Cambodia, Indonesia and Malaysia from 2022. We also anticipate the opening of Oakwood Hotel & Apartments Dandenong, Australia in 2023 and a further expansion with multiple openings in India and the Philippines. n

How important is sustainability in the development of Oakwood Premier and having strong green credentials on show?

Oakwood’s vision is to inspire partnerships on every journey with a diversity of innovative experiences and opportunities in the 12 HM The Business of Accommodation

Oakwood Premier Melbourne will open this month

AHICE 2022: The Time is Now! The hotel event where deals get done

Save the Dates Design Inn Tuesday 3 May 2022

SkyCity, Adelaide AHICE 2022 Wednesday 4 – Thursday 5 May 2022

Adelaide Oval, South Australia Hosted by

Co-Hosted By

Host Venues

Co-Located With

Organised By

www.ahice.com.au | 1300 789 845 www.ahice.com.au

PROMOTION

Leadership rules: IHG executives Matthew Tripolone and Jael Fischer at Crowne Plaza Sydney Darling Harbour 14 HM The Business of Accommodation

COVER STORY

IHG HOTELS & RESORTS´

CULTURE OF FIRSTS IHG Hotels and Resorts prides itself on being a company of firsts, so much so that it is now second nature, keeping it on course for long-term success.

ast month, HM exclusively broke the news that Leanne Harwood, IHG Hotels and Resorts’ SVP Managing Director of Japan, Australasia and Pacific, had been appointed the first female President in the history of the Accommodation Association. The ground-breaking move has been met with widespread acclaim, with Harwood delighted to be a trailblazer for women in our industry. “I’ve worked hard to drive change from the inside and have chosen to take on increasingly senior leadership roles,” she said. “In so doing, I hope I’ve played a part in making it easier for future female leaders.” Being the first to achieve a milestone is clearly in Harwood’s – and IHG’s – DNA. Despite the many and varied challenges of the past 18 months, the list of ‘firsts’ for the company in this market appears almost endless and is something of which they can rightly feel proud. IHG ranks first amongst its competition in terms of Australasian hotel signings over the past 12 months, taking a share of almost half of all hotel signings among the big players. Moreover, the company’s share of all conversions has surpassed a whopping 80%, showing the value independents place on the power of its enterprise and brands. This leadership in signings over the years has now culminated in record openings for the group. “We keep beating our record for the biggest year of openings on record,” explained Harwood. “We said it last year, this year, and next year looks like it will be even bigger. It all just goes to show the confidence that our hotel owners have in IHG, and the future of our industry.” In keeping with the theme, Australia has built its reputation as one of IHG’s destinations of choice to launch new brands, and this was the first market selected to launch two of its most recent family additions – voco and Vignette Collection. The reception for voco Gold Coast was supremely positive following its opening in 2018, as it was for Hotel X in Brisbane’s Fortitude Valley, announced in August as one of the first Vignette Collection properties in the world. IHG also made headlines with the first luxury hotel in Greater Western Sydney – InterContinental Parramatta – which is timely as the world’s oldest luxury hotel brand celebrates its 75th anniversary this year. It can also claim firsts with Kimpton Sydney, which will become the first Kimpton hotel in the Southern Hemisphere; and Holiday Inn Werribee, Australia’s first next next-gen iteration of the brand. The list goes on, and it isn’t restricted to the company’s growth and brands. “People are our greatest asset,” insisted Harwood. “So, we’re also putting everything into helping our amazing colleagues, especially as

they continue to deal with everything being thrown at them during the pandemic.” This has been exemplified by IHG being the first company in Australia to accredit its entire hotel General Manager and corporate leadership teams as Mental Health First Aiders and roll out R U OK?’s ‘Mateship Manual’ to all hotels. It also became the first to introduce ‘myBenefits’ – an internal program which formalises flexible working arrangements and benefits for hotel and corporate colleagues. “We’re proud to have taken the opportunity to be the first to do this and lead the change for our people,” continued Harwood. “A few years back, who would have thought the industry would embrace formal flexible working in hotels in such a big way?” People are certain to remain at the top of IHG’s agenda as the recovery takes shape, with the talent crisis expected to hit the industry even harder as national restrictions ease, creating new challenges for hotels just as guests are ready to walk through their doors again. But it seems IHG is well prepared. Diversity, equity and inclusion is a huge focus for IHG, which has global and regional DE&I Councils dedicated to developing its people at a time when creating career pathways for them has never been more important. Meanwhile, Harwood is busy building a formidable leadership team ready to support owners and hotels as regional, interstate and, finally, international travel comes back. Take this month’s HM cover stars Matt Tripolone and Jael Fischer. Matt was offered the opportunity to grow and develop his career by moving from the VP Development Australasia role to an equivalent position in Dubai before returning to Sydney as Managing Director – Australasia and Pacific. Jael has progressed from Manager to Senior Manager, and on to Director, Development Australasia and Pacific in less than four years and is now one of the few senior female developers in Australia. “Everyone at IHG is really encouraged to develop personally and professionally, and to always feel like you have a voice,” Fischer said. “I’ve loved every moment of my journey so far, and I’m looking forward to clocking up our next ‘first’ as we work as a team and navigate our way through the recovery.” n

“Everyone at IHG is really encouraged to develop personally and professionally.” Jael Fischer, IHG Hotels and Resorts An artist's impression of InterContinental Parramatta

hotelmanagement.com.au 15

HM Q&A Paul Constantinou built Quest Apartment Hotels into an industry leader

REFLECTIONS FROM A LEGEND

HE’S IN THE HM AWARDS HALL OF FAME, A MEMBER OF THE ORDER OF AUSTRALIA, A FRANCHISING CHAMPION AND NOW, AFTER 33 YEARS, PAUL CONSTANTINOU HAS OFFICIALLY SAID GOODBYE TO QUEST APARTMENT HOTELS, A BUSINESS HE FOUNDED IN 1988. HE SITS DOWN WITH JAMES WILKINSON TO LOOK BACK ON WHAT HAS BEEN A STELLAR CAREER IN THE AUSTRALASIAN ACCOMMODATION INDUSTRY.

rom modest beginnings with one property in Melbourne in 1988 to over 160 in 2021, it has been an incredible journey for Paul Constantinou and the Quest Apartment Hotels brand. His official capacity with the company he founded has now come to a close, following The Ascott Limited’s purchase in August of the remaining equity he had in the business. And so, a new chapter begins for a true legend of the industry. 16 HM The Business of Accommodation

Paul, you’ve just stepped down from your role as Chairman of Quest Apartment Hotels. What have been the highlights of what has certainly been an exciting journey for yourself and your family?

A key highlight has been working with younger people who aspired to own their own business. It has been truly humbling to have been able to provide them with the opportunity to be a business owner and witnessing their growth and progress from being an employee to a franchise business owner. In some instances, these people have gone on to become multi-unit franchisees. Achieving milestones like opening a Quest in every capital city, then every state and territory in Australia, and across the ditch in New Zealand were also exciting, but not necessarily because I set out with deliberate goals for that sort of network coverage. The excitement more came from knowing that Quest was opening new properties in locations in direct response to where our corporate clients needed to be for work.

What have been some of the keys to success in creating a global hotel chain from just one property?

Quest’s ability to stay focused on the needs of the corporate extended stay traveller has been pivotal to the success of the company – from both a product and a location perspective. We have refined the product and amenities over time to ensure that as a brand, Quest has remained relevant to this segment, but just as – if not more –

HM Q&A

importantly, we have strived to understand the future locational requirements of our corporate customers.

You have amazing owners of the company now in CapitaLand and The Ascott Limited. Why did you choose them as your partner and what confidence do you have about the future successes for Quest?

The Ascott Limited was chosen as a partner for three key reasons: a strong alignment of values; synergy in both our product and customers; and The Ascott’s interest in our franchising operating platform. The similarity in the values of the two companies really was a critical factor in the decision-making process. Quest needed a stronger platform to expand globally. CapitaLand had the footprint, IP, and the local knowledge in countries where we had identified potential for Quest to capture market share. The partnership presented Quest with the opportunity to piggyback off all the foundations CapitaLand had already laid. It took 10 years to get Quest right in New Zealand – Stephen Mansfield and his team needed that amount of time to truly understand the local culture, community, and customers. These days in New Zealand, the community now accepts Quest as a local resident. With CapitaLand’s insights in markets where they already operate, Quest can more readily benefit from this and leverage the understanding and relationships CapitaLand has already developed.

“There is no doubt the growth of Quest Apartment Hotels has truly been a team effort.”

Who have been some key people in your career that have contributed to the amazing growth of Quest?

Paul Constantinou, Quest Apartment Hotels

There is no doubt the growth of Quest Apartment Hotels has truly been a team effort. Hundreds of franchisees and support staff over 30 years fostered that family business feel and built a strong team culture which helped us push through the ups and downs. These people showed confidence and belief in how the Quest brand could grow, demonstrating immense commitment to delivering a great guest experience and forging ongoing relationships with our extended stay travellers and other stakeholders.

What advice do you have for future leaders of the accommodation industry?

My key piece of advice is to stay true to the core purpose and fundamentals of your business. If you deviate from the core purpose, then your business won’t cope. Over the last 10 years, there have been a number of new brands enter the market across the hotel industry. If there isn’t full understanding of the core purpose of the brand by all stakeholders, then the business will most likely struggle. There needs to be true relevance of a brand to its customers. n

We have seen the first UK property open now. How far and wide do you think the Quest brand can continue to grow?

Quest Burwood East

uc nd i s

zine Hall of F M Maga ame in 2 he H t o 014 t n i d

Pa ul

Quest will continue to grow in places where our customers need to be, as long as they continue to need to be mobile for work. In Australia, we are facing declining skillsets in new industries. As we emerge from the pandemic in the years to come and re-open borders, no doubt

we will see an influx of skilled migrant workers to fill the gaps, who will have extended stay accommodation needs. As for the United Kingdom, the future potential to capture some of the share of the apartment hotel market remains strong.

hotelmanagement.com.au 17

INVESTMENT

EYES NEW ASSETS AUSTRALASIAN REAL ESTATE FUNDS MANAGEMENT BUSINESS ELANOR INVESTORS GROUP HAS LAUNCHED A NEW AU$346 MILLION HOTEL FUND WHICH IS EXPECTED TO RAPIDLY ACQUIRE NEW ASSETS ACROSS THE REGION.

SX-listed Elanor Investors Group has AU$2.3 billion in assets under management across Australia and New Zealand and has placed 14 regional and luxury hotels – including Mayfair Hotel in Adelaide, Peppers Cradle Mountain Lodge in Tasmania, Byron Bay Hotel and Apartments in New South Wales and ibis Styles Canberra – representing some 1,179 rooms – into the new Elanor Hotel Accommodation Fund (EHAF). Elanor Investors Group’s Head of Hotels, Tourism and Leisure, Marianne Ossovani, said she expects Marianne Ossovani, Elanor Investors Group the Fund to grow quickly and add significant new accommodation assets to the portfolio. “This is an exciting opportunity to invest in a highquality portfolio of luxury and regional hotels that are well placed to benefit from the ongoing structural shift towards domestic tourism,” she said. “We believe there are good opportunities to grow the fund to over AU$500 million in the short term. “As a potential liquidity event for investors, there may be the option to list the fund on the ASX.” Elanor Investors Group has invested significantly in recent years, including the key acquisition of the Mayfair Hotel in Adelaide and the major upgrade at Cradle Mountain Lodge in Northern Tasmania. The company has so far invested over AU$10 million into Cradle Mountain Lodge, which has seen the introduction of new ‘King Billy’ suites along with

“We believe there are good opportunities to grow the fund to over AU$500 million in the short term.”

18 HM The Business of Accommodation

Mayfa ir Hotel in Adelaide

upgrades to the Lodge’s restaurants and the roll-out of new sustainable practices. Ossovani told HM further enhancements are planned for Cradle Mountain Lodge as the property readies for its 50th anniversary later this year, while the Mayfair Hotel in Adelaide is set to receive a major upgrade of the food and beverage facilities on offer. Elanor Investors Group CEO, Glenn Willis, added: “The launch of the new fund is a continuation of our strategy to grow our funds under management via sector specific funds. “EHAF has attracted strong investor interest from wholesale capital partners and we look forward to introducing further capital partners to EHAF as we grow the Fund.” Alongside accommodation, Elanor Investors Group’s key sectors of focus are commercial office, healthcare real estate and retail real estate, with an investment management objective “to acquire and unlock value in real estate assets that provide strong income and capital growth potential”. n Cradle Mountain Lodge in northern Tasmania

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PROMOTION Two generations of the Palumbo family - Daniel Palumbo, Don Palumbo, Antonio Palumbo and Anthony Palumbo

NEW INLIGHT ADELAIDE’S HM sits down for an exclusive chat with Daniel Palumbo, Managing Director of South Australian property developer, Palumbo, to discuss Sofitel Adelaide – the city’s newest five-star address which also marks Palumbo’s maiden luxury hotel.

HEART

ocated on Currie Street in the city’s heart, Adelaide’s new AU$150 million flagship Sofitel Adelaide is part of a 32-storey tower by the family-owned Palumbo and their first project with Accor. As well as the hotel, the impressive building houses one of the tallest residential developments in South Australia, securing its status as ‘best in class’ for a new generation of mixed-use luxury towers. Of the 32 storeys, the first 24 are dedicated to the 251-room hotel and its facilities including a Sofitel Club Lounge, restaurant, two bars, a swimming pool and Sofitel Fitness Gym, plus meeting and private dining spaces.

Sofitel Adelaide is the first internationally recognised five-star hotel to be built in Adelaide in 30 years. Why is Adelaide a good location for a luxury development?

Adelaide is a growing city, and we felt it needed a new high-end luxury accommodation solution. Launching Sofitel Adelaide is a significant milestone in the city’s economic growth and reputation as a world20 HM The Business of Accommodation

leading business and tourist destination. We have access to amazing wine and produce to create something memorable at our restaurant and bars, and our location in the city’s most vibrant quadrant means guests can enjoy a decadent stay just five minutes from Adelaide Oval, Adelaide Convention Centre, the Riverbank Precinct and Rundle Mall.

How will Sofitel Adelaide tie into the fabric of the city?

It’s our hope that Sofitel Adelaide and its restaurant, Garçon Bleu, will become an integral part of the Adelaide hospitality scene. Palumbo has deep roots in Adelaide and we love this city, so developing this hotel and bringing it to life as a true reflection of this impressive part of the world has been a very personal journey for us. We are well established here and committed to working with other local businesses to showcase the state’s best. Sofitel will blend its French origins and DNA in design, food, wine, and the arts with Adelaide’s own distinctive culture. For example, guests will see premium French wines on the menu alongside South Australian labels.

ACCOR NEWS

How did you incorporate Adelaide into the hotel?

Sofitel Adelaide brings to life three themes – arts and culture, wine, and churches. These narratives are woven into the hotel’s interiors and provide a nod to the hotel’s cultural link to the French city of Bordeaux. We’ve used these themes to portray light and flow, mostly via art, throughout the hotel. A bespoke chandelier inspired by the shape of Adelaide’s River Torrens and flowing red wine captivates the lobby, and all guestroom showers feature an iconic mosaic design in the spirit of Adelaide’s stained glassed cathedrals.

What are your plans for Garçon Bleu?

At Garçon Bleu, we’ve created a new place in Adelaide to celebrate, gather, and share good food and wine while enjoying the flow of great conversation. The French are master purveyors of joie-de-vivre and like them, we will curate a journey of discovery to spark joy.

How did you develop your partnership with Accor? And how did you decide on the Sofitel brand for this hotel?

Tenth Sofitel in ANZ The opening of Sofitel Adelaide brings up a major milestone for the brand in Australia and New Zealand.

The Sofitel brand, which is world renowned for luxury French-style hospitality and a passion for art de vivre (the art of living), continues to expand its network across Australia and New Zealand. Sofitel Adelaide’s opening marks the luxury brand's debut in South Australia and Accor's tenth Sofitel in the two countries. You’ll also find the brand represented in Sofitel Sydney Darling Harbour, Sofitel Sydney Wentworth, Sofitel Melbourne on Collins, Sofitel Brisbane Central, Sofitel Gold Coast Broadbeach, Sofitel Noosa Pacific Resort, Sofitel Auckland Viaduct Harbour, Sofitel Wellington and Sofitel Queenstown.

The process to identify a hotel partner took over a year to conclude and involved detailed discussions with many of the world’s leading hotel brands. Accor’s Sofitel brand was selected because, quite simply, it offers the best luxury hotel experience. Its association with beauty, quality and excellence aligns with our Sofitel Adelaide aspirations. There is a significant sector of the domestic (and international, when it returns) tourism market that demands the reliability and familiarity of a global luxury hotel brand. Sofitel is our gateway to these markets.

How has COVID-19 impacted your experience as a first-time hotel owner and developer?

The pandemic has obviously caused an unprecedented level of disruption. The combination of lockdowns and travel restrictions has been challenging but has also given us the gift of time to perfect our hotel offering and execute the finer details to be completely true to our vision. I think we have a better hotel than people could ever imagine as a result. n

“Sofitel Adelaide brings to life three themes – arts and culture, wine, and churches.” Daniel Palumbo, Palumbo

The lobby at the soon-to-open Sofitel Adelaide

hotelmanagement.com.au 21

The HM Awards are firmly recognised at the most prestigious and respected awards night on the accommodation and hospitality industry calendar. Each year, more than 1,500 nominations are assessed to determine more than 40 category winners. The 19th edition of the HM Awards will once again recognise personal and company excellence across Australia, New Zealand and the Pacific.

Join us for the HM Awards at Sydney Town Hall on December 3 First release tickets are now on sale now for $270 ex GST (table of 10 is $2,700 ex GST)

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TECHNOLOGY InterContinental Hayman Island Resort

BEHIND THE AT FIRST GLANCE, THE DIFFERENCES BETWEEN A TELEVISION OR DISPLAY SCREEN BUILT FOR COMMERCIAL USE ARE NEGLIGIBLE AND DIFFICULT TO DISCERN. GO INSIDE THE MODELS OF THE LEADING BRANDS HOWEVER AND IT’S CLEAR TO SEE THE COMPONENTS ARE CONSIDERABLY VARIED.

witch on the display screens and smart televisions found in most hotels, both in guest rooms and public areas, and from an operational view, little can be determined as to the main differences to the private residential models sold for people’s homes. Take the cover off and much more becomes clear. Depending on where the screen is to be used, there are some different technical specifications in place to ensure the product delivers on what the end user requires it to do. Purchasers need to pay attention to needs such as lighting levels, the presence of a tuner or internal speakers, how much usage it needs to deliver and perhaps most importantly, how long it will last and continue to perform at a high level.

24 HM The Business of Accommodation

Generally, commercial televisions for prolonged displays or continuous use, such as in a hotel lobby, require a sturdier design with a longer overall life. A more rigid framework also makes the model more suited for moving around a hotel as needed, such as into event spaces as needed. Commercial televisions are also designed to be able to integrate alongside one another for use in a video wall and for this reason, a stronger cooling system must be able to stop the system from burning out after long periods without switching off. Potentially it may never be turned off. Turning the television to portrait display, such as when displaying a spa or restaurant menu, also positions the output at a different angle, so the more advanced cooling and anti-burn process will ensure the screen lasts longer. Some consumer televisions are built without cooling fans at all to ensure quieter operation, and prolonged use of these models can result in thermal damage or discolouration which will impact picture quality. According to Samsung Australia Senior Director, Phil Gaut, hotel guests can easily enjoy the comforts of home entertainment while hotels can display personalised interactive content and services such as ordering room service and discovering highlights both in the hotel and the surrounding area. “Hotel managers can monitor and manage the on-site displays easily and conveniently through a centrally managed system,” Gaut said.

TECHNOLOGY

“USB cloning of settings simplifies and quickens installations while the built-in H.Browser allows for direct streaming of IPTV content and the ability to access popular streaming services. Our commercial TVs come with a standard three-year on-site warranty with the option to extend and are designed for longer running times. The result is best-in-class entertainment systems at scale, delivering a consistent, yet personalised experience for all guests.” Gaut added that Samsung Australia has recently produced a handy guide to the differences between commercial and private-use television units which both hotel managers and consumers will find useful and informative. Richie Cheng from Westan Australia, which supplies the Philips range of professional display solutions, said Philips’ understanding of the hospitality sector and the value that quality AV provides to businesses allows it to build a product that addresses the functionality requirements of hotel guests. “The new generation of Philips Hospitality TVs offers entertainment apps that are common in residential TVs, but also security features that protect the guest’s personal data during and after their stay at the hotel,” Cheng said. “Our hospitality TVs all come with our Philips Professional Displays Solution management tool, CMND, that allow hotels to update, edit, and manage the content on the TVs seamlessly from a central point without the need to visit every single TV panel. Settings, firmware updates, technical troubleshooting, can all be completed

via CMND from a central point via a wired or wireless network. “Philips is unique because we understand the needs of our customers and their need for flexibility, be it working as a standalone self-manageable solution or integrated with existing In-Room Solution providers. Our TVs are designed to accommodate both.” LG Electronics Australia Senior Marketing Manager, Business Solutions, Brad Reed, said the company’s commercial solutions have been designed with the hospitality industry in mind, with products delivering the same viewing experience that Australians enjoy in their living rooms but boosted by enhanced content management and customisation options. “LG solutions like UR6406 make it easier for hotel and commercial venues to create and manage digital signage content,” Reed said. “Also, dedicated industry solutions have the advantage of managing up to 100 displays through a single account and server. Rather than having to manually adjust settings such as power, volume or programming with each individual set, all of these tasks can be done centrally - all at the same time.” Perhaps most importantly for a lot of users is the service and expertise that comes with purchasing a dedicated industry solution, which wouldn’t be available

The BZ35F Series 7 model from Sony

“Our commercial TVs come with a standard three-year on-site warranty with the option to extend.” Phil Gaut, Samsung Australia

There are some significant differences between commercial and consumer televisions

hotelmanagement.com.au 25

TECHNOLOGY

if using models designed for the home. For example, LG can provide a ‘ConnectedCare’ service, which allows LG technicians to remotely monitor for any issues and help to resolve them via the cloud. While the differences between televisions for commercial and private use are numerous, for Sony Professional Solutions, a key area of focus should be how similar they are in that hotel guests require their room television to replicate or even exceed the at-home experience. “The BZ range can be integrated into some IPTV networks without the need for additional hardware, using the Android operating system and HTML applications only,” said Sony Professional Solutions Business Development Manager, Michael Bromley. “This makes them a cost-effective solution for integrated IPTV solutions. “The Professional mode in these panels also allows partners to set minimum and maximum volume, lock out certain apps and auto-wipe customer credentials from available apps. It also means BZ panels suit large, complex installations or equally standalone single room deployments,” Bromley added. For commercial televisions from Hisense Australia, there are three standout features and modes available that are not built into units for home use. These include ‘Hotel Mode’, where the property manager can retain control over specific functions such as volume and application control and the ability to reset to a default and remove any login data entered by a guest. Another benefit is ‘Mirror Cast’, which allows a Windows PC to remotely access the television via VPN and control specific outputs. Finally, the ‘USB Clone’ feature allows a hotel to capture all the settings on one television onto a USB and automatically apply them simply by inserting this USB into all other units.

The Philips 50HFL6114U/12 comes with an aluminium bezel and central stand

“Hotel managers can monitor and manage the on-site displays easily and conveniently through a centrally managed system.” Phil Gaut, Samsung Australia

Hisense Australia National Retail Training Manager, Chris Mayer, says these functions can help to maximise the product’s performance in these arenas. “Hisense Australia has a long history of working with hotel and commercial venue partners to make the best TV technology and innovation available to all

consumers, improving their overall experience with the venue, whether that be for an overnight stay or work conference,” Mayer said. All things considered, price can end up being the deciding factor in which screen model is purchased by a hotelier. For bulk quantities, buying direct can often result in a strong discount. However, it’s important to note the frequent misconception that a commercial screen will cost a lot more than one designed for private use. Certainly, some can but shop around and you are likely to find a comparable model representing good value and with a good warranty. Also, weigh this up with the screen’s life cycle and consider the cost of ownership over time. Talk to the major manufacturers, do your research and you’re bound to benefit from a good deal and a positive buying experience. n

The Sony BZ35F series 9 allows hotels to wipe guest log-in data on check-out

26 HM The Business of Accommodation

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We can confidently say that we are offering our guests the very best in in-room entertainment, with thoughtful extras such as movies on demand and casting included.” Bodelle Francis General Manager

Included when you take the Enterprise technology pack. *90+ channels are included when you take the Content Warehouse and Movie Vault add-on pack.^Movies included when you take the Movie Vault add-on pack. Some channels not available in public viewing areas. This product is available to Foxtel Business subscribers only. Requires purchase of 100% of screens within the site. Requires internet connection. Availability of particular titles may vary. Foxtel marks are used under licence by Foxtel Management Pty Ltd, ACN 068671938, 5 Thomas Holt Drive, North Ryde NSW 2113. Bluey: Bluey TM and Bluey characters logo TM & © Ludo Studio Pty Ltd 2018. Free Guy: © 2021 20th Century Studios & TSG Entertainment Finance LLC. All Rights Reserved. Succession, Obama In Pursuit of a More Perfect Union: 2021 © Home Box Office, Inc. All rights reserved. HBO and all related service marks are the property of Home Box Office, Inc. Papillon: © 2017 Papillon Movie Finance LLC. All Rights Reserved. Tenet: © 2020 Warner Bros. Entertainment Inc. Friends: FRIENDS © Warner Bros. Entertainment Inc. Superintelligence: © 2019 Warner Bros. Entertainment Inc. and BRON Creative USA, Corp. Deputy: © 2020 eOne and Fox Media, LLC. Wonder Woman 1984: (M) © 2020 Warner Bros. Entertainment Inc. Wonder Woman and all related characters and elements TM & © DC. Gossip Girl and Wahl Street: ©2020 WarnerMedia Direct, LLC. All Rights Reserved. HBO Max™ is used under license. DC’s Legends of Tomorrow: © and ™ DC © Warner Bros. Ent. Inc. PAW Patrol: © 2019 Spin Master PAW Productions Inc. © 2019 Viacom International Inc. All Rights Reserved. The Office: © 2007 NBC Studios, Inc. and Universal Network Television LLC. All Rights Reserved. Ocean’s 8: © 2018 Warner Bros. Ent. All rights reserved.

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HM Q&A | SUPPLIER PROFILE

EXPORTING FLAVOUR

The esteemed history of Sanpellegrino has been woven into the Italian national narrative, recognised now as one of the country’s most premium exports alongside the likes of Ferrari. Join us at the 2021 HM Awards for a chat over a cool glass of S.Pellegrino mineral water with the company’s Asia-Pacific brand manager, Damian Giorgini. What synergies do you see between the premium brand that is Sanpellegrino and its participation in the HM Awards in 2021?

Sanpellegrino Asia-Pacific Brand Manager, Damian Giorgini

anpellegrino’s sponsorship and support of the HM Awards is something that I’m extremely proud to be a part of. The event is highly relevant and provides us the opportunity to increases brand loyalty, creates brand awareness and visibility in the right context and with the right people in the room. It allows us to entrench a certain image that we want to establish with our target customers. It also provides us with the opportunity to showcase our products and encourage trial as well as providing a platform for new customers to discover the brand. Lastly, it allows us to give back and support the industry during the tough times we are all experiencing.

Pellegrino Terme area, at the foothills of the Italian Alps near Bergamo. Sanpellegrino surfaces as perfectly sparkling and naturally enriched with mineral salts.

How does the Sanpellegrino range fit as a versatile standalone beverage or mixer for hotels any time of day? 30 HM The Business of Accommodation

What are some of the most creative ways you’re seeing hotels using Sanpellegrino in their drinks menus?

Some of the best ways we’ve seen hotels using our drink is through a ‘Take The Time’ menu in their hotel restaurants or bars. At Sanpellegrino, we believe that the key ingredient to the great things in life is time. Times together, time to savour, time to take in the beauty, time to adore, and times to fancy. Hotels created a cocktail menu based on different consumption moments throughout the day, highlighting the ‘Take The Time’ message. For example, from 8pm to late, the ‘After Dinner Reward’ period, where strong, mixed drinks are offered here, usually not paired with any food. Tonic waters are the best propositions to add a twist to the mixed drinks proportion. Limonata, Pompelmo and Chinotto are also used here to create crafted and unusual cocktails with the addition of a refined taste.

Do any of your flavoured mineral waters stand out as the most popular among hotels and their guests?

Why is Sanpellegrino so revered as one of Italy’s most celebrated exports?

Since its foundation in 1899, Sanpellegrino has been an iconic symbol of Italian style, fine food and fine living. It’s there to refresh those precious moments shared with friends and family at home. It stands proudly on tables of some of the world’s most famous restaurants and hotels, and it does it all with that certain sparkling style and typical Italian elegance. But it’s Sanpellegrino’s quality and origins that make it so revered. The quality of a mineral water will depend on the site of its source and the nature of the aquifer, the porous rock through which the water trickles. Just like wine, natural mineral waters have their own ‘terroir’ - a French word that means that each place on earth has its own signature taste. Sanpellegrino is a fine quality natural mineral water that flows from natural springs in Val Brembana in the San

One of the most valued elements of the S.Pellegrino range is its versatility. Take the Italian Sparkling Drinks range for example. Consisting of seven different products, this range of premium fruit drinks can be enjoyed cold on ice or mixed to make the perfect mocktail or cocktail. For example, the famous Sanpellegrino Chinotto was born in the 1950s and is made from extracts of zesty sun-ripened chinotto oranges that get their distinct flavour from the unique conditions of the Mediterranean land. This beverage can be enjoyed on a hot summer day in a hotel lobby just before you head out for the day or at night to create the bold Sanpellegrino Americano - Chinotto, Italian Red Vermouth, San Bitter and some orange peel.

Sanpellegrino Essenza Lemon and Lemon Zest and Essenza Tangerine and Wild Strawberry are the standout flavours amongst hotels and their guests. Specially crafted from S.Pellegrino sparking mineral water, famous for its perfect bubbles, Sanpellegrino Essenza is light and refreshing, and as these drinks have zero sugar, zero calories and all natural fruit flavours, they really cater to the health conscious consumer.

“Since its foundation in 1899, Sanpellegrino has been an iconic symbol of Italian style, fine food and fine living.” Damian Giorgini, Sanpellegrino

What are some of your personal favourite cocktails and mocktails utilising Sanpellegrino?

Sanpellegrino Garibaldi is a light and elegant cocktail that brings out the aroma and citrusy flavour of Sanpellegrino Aranciata. Served with a Bitter Italian aperitif, orange wedge and your favourite gin, this drink is perfect before dinner. I’d also recommend the Mellow Melograno, a bright, pleasantly tart beverage with the perfect balance of sweet and bitter flavours is. Beautiful flavours of Apple and Sanpellegrino Pompelmo with the perfect touch of fresh orange and pomegranate flavour coming from Sanpellegrino Melograno and Aranciata. Garnish with fresh mint and a slice of dehydrated apple and you’ve got the ideal daily Mocktail. n

FOOD & HOSPITALITY ADVISORS TO HOTELS & DEVELOPERS Specialist Consultants developing customised & on-trend F&B strategies for the Hotel industry. Our Services Include: • Food Strategy • Concept Development • Competitive Landscape Review • Scheme Assessment • Gap Analysis • Revenue Forecasting • Sustainable F&B Volumes (GLA & $) • Profit & Loss Benchmark Health Check • Restaurant & Café Review - Food & Sales • Sourcing F&B Operators - EOI Campaign

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Contact Francis Loughran on +61 418 586 149 or Floughran@futurefood.com.au

FOOD AND BEVERAGE

MIXING IT UP FROM BRANDED GINS TO FINE-DINING OVER ZOOM, PLANT-BASED RESTAURANTS AND NON-ALCOHOLIC DRINKS, THE FOOD AND BEVERAGE SCENE IN HOTELS HAS TURNED HEALTHY, FUN AND BESPOKE. JAMES WILKINSON AND MATT LENNON LOOK AT THE TRENDS YOU NEED TO KNOW.

QT Hotels is bringing the chaos with its new drinks collab

BRANDED DRINKS COLLABORATIONS

It’s no secret that collaborations between hotels and drinks suppliers have traditionally been around promoting legendary and emerging labels. That has changed tact in recent months thanks to several brilliant collabs in the industry, including NSW distillery, Archie Rose, partnering with Crown Sydney on a tipple for the minibars and QT Hotels and Resorts’ partnership with the Yarra Valley’s Four Pillars to create an ‘Ordered Chaos Gin’. The popular designer-brand also recently debuted a new QT Riesling from Seppeltsfield’s Quelltaler Vineyard in South Australia’s Clare Valley. 32 HM The Business of Accommodation

FINE DINING BY ZOOM

Sydney’s Harbour Rocks Hotel, part of Sofitel’s MGallery collection, has hosted over a dozen virtual drink and dine experiences, primarily with the family owned De Beaurepaire Wines from Rylstone during the city’s lockdown. The events have been so good that General Manager, Silvia Kypriotis, has become legendary within Accor globally. She said the idea of the virtual wine and dine experiences was to create “an element of escapism during these turbulent times” and was a fantastic way to connect with both regular guests and Accor Plus members alike.

Sydney’s Harbour Rocks Hotel has been hosting virtual dinners

LOCAL GINS ON POINT

There are over 300 small batch gin distillers across Australia and New Zealand as the segment continues a meteoric rise and savvy drinkers call for more unique experiences. Leading the way are world’s first natural black gin Scapegrace from New Zealand; Canberra’s award-winning Underground Spirits, which has released its latest limited-edition gin in collaboration with the Australian National Botanic Gardens; Cairns’ Mt Uncle Distillery, which just won ‘Gin of the Year’ at the London Spirits Competition for 2021 and the Yarra Valley’s Four Pillars, which just released a sensational Single Vineyard Bloody Shiraz Gin with Yarra Yering. Scapegrace is the world’s first natural black gin

FOOD AND BEVERAGE

TAP AND ORDER TECH

NON-ALC BOTANICAL SPIRITS HIT THE MARK Alibi Restaurant at Ovolo Woolloomooloo

PLANT-BASED RESTAURANTS

Ovolo Group has never been one to do things the traditional way and the last year has been further proof as the hotel operator went 100% vegetarian on all of its dining menus. Ovolo called it the ‘Year of the Veg’, with the initiative building on the success of its ‘Alibi’ restaurant at Ovolo Woolloomooloo, its popular vegetarian and vegan hotel eatery in Sydney led by plant-based chef Matthew Kenney.

Some of the latest non-alcoholic beers, wines and spirits to hit the Australasian drinks scene are so tasty and refined, you could be forgiven for thinking for you are drinking the fully laden beverage. Several Australian producers are leading the global charge on the distillation side including Banks Botanicals from Victoria’s Yarra Valley, which is 100% free from sugar and gluten as well as vegan friendly. Ovant from Western Australia’s Margaret River region brings the art of winemaking to the science of distilling and has a star-studded team of founders including Christopher Bothwell, former Head Sommelier of the three Michelin starred Alain Ducasse at The Dorchester in London.

Move your menus online and streamline the guest experience by offering tap and order technology pool side, at the bar and for in-room dining thanks to the brilliant platform on offer from ‘hospotech’ company, Order Up. One of the key hotels ordering the technology is Dr Jerry Schwartz’s Sofitel Sydney Darling Harbour and it’s made it easier than ever for guests to order a burger by the pool, a glass of bubbles from the Champagne Bar and dinner for the family from Atelier restaurant (pictured below).

FLAMELESS CANDLES HIT THE TABLES

DINE NOW, PAY LATER

Beautifully hand-crafted from real wax, the Uyuni flameless candles from Enjoy Living will have you seeing candles in a new light. Hotels and resorts around the world adore these elegant flameless candles for dining spaces, day-spas and event styling. Remote enabled with a built-in timer makes them easy to use, and with 2C batteries offering 1000 hours of candlelight, they are also extremely cost efficient.

A new Australian enterprise is helping users enjoy the wonders of fine dining without the sobering bill at the end. Payo is the latest in the interest-free instalments craze sweeping the nation and is like enjoying a meal on layby. Payo is currently available at more than 500 restaurants in Brisbane, Sydney and Melbourne.

HOTEL DINING DELIVERED

After enjoying success in Europe, a new software platform connecting restaurants with the many delivery services in the market has landed in Sydney. Deliverect aims to improve operational flow and simplify the process of coordinating orders from many different delivery partners to ensure fewer errors. Deliverect integrates with POS systems to automate the inbound order flow, removing the need to monitor orders arriving from multiple sources. There are many different delivery services in the market today

Pay off your meal in instalments

Flameless candles provide the mood without the mess

STUDENTS LEAD THE COOKBOOK CHARGE

Eager to keep her fellow students engaged and connected during COVID-induced separation, Blue Mountains International Hotel Management School

student, Nao Ogura, rallied her fellow students and teachers to put together an industry cookbook. What resulted was a collection of 50 easy recipes from 15 countries including entrees, mains and desserts, compiled in partnership with the Sala Bai Hotel School in Cambodia. The cookbook is available as a free download

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FOOD AND BEVERAGE

BOASTING ONE OF THE BEST VIEWS IN SYDNEY, PARTICULARLY FOR THE CITY’S ANNUAL VIVID FESTIVAL, SHANGRI-LA SYDNEY HAS TURNED UP THE HEAT WITH A NEW MENU AT ITS FLAGSHIP ALTITUDE RESTAURANT MATT LENNON CHECKS-IN.

Atlantic Ocean salmon with burned shallots and smoked salmon roe 34 HM The Business of Accommodation

Altitude Restaurant offers arguably the best view in Sydney

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estled high above but overlooking the Harbour Bridge, Circular Quay, Opera House and panoramas near and distant, Altitude restaurant at Shangri-La Sydney is revelling in a revised culinary direction under the tutelage of its new Executive Chef, Brent Morley, who joined the hotel in May. Bringing around 20 years culinary expertise to his role, Morley said these years provided him with the skills and experience needed to take on the task of designing a seasonal menu that dares to appear familiar yet boldly forges down a path of innovation and experimentation. “The launch of a new seasonal menu is an exciting venture,” Morley said. “When sourcing produce from the menu, this is largely based on our Sydney weather and more specifically, the overall Australian climate and season. The ingredients we incorporate are not necessarily rare or hard to come by [but] it is how we prepare the produce that makes Altitude’s menu unique and delicious.” The new dinner menu, designed under a Modern Australian theme, mines deep into the nation’s strong produce supply chains to tempt diners with dishes such as blue mackerel, Gippsland grass fed Angus loin and grain fed rib on the bone from Jack’s Creek, just outside Tamworth, a premium beef producer and multiple time winner of the World’s Best Steak Producer. Sides and desserts make ample use of fresh Australian fruits, dairy and bread. Morley says to him, winter is all about slow-cooked, braised and stewed dishes paired with fresh, crisp and vibrant accompaniments. His personal recommendations include the Confit shredded duck leg to start, Osso Buco for mains and finished with the Banoffee vanilla mousse. “Our supplier relationships in sourcing these ingredients are something I value significantly, especially for fresh produce,” Morley says. “It is imperative to develop these close connections in the hospitality industry [as] these are the people who provide industry knowledge on new and exciting products in market and trends across the city. “While we prepare many high-end ingredients such as wagyu and caviar, personally I believe there is something to say about taking something ordinary and turning it into something extraordinary. It is not easy to evolve an ordinary, run-of-the-mill ingredient it into something spectacular. This is where true experience, skill, time and effort can shine through the flavours. Supporting Morley in the crafting of the new winter selection is International Chef de Cuisine, Michele Menegazzi. The Dutch native moved to Australia in 2017 and into the Peter Gilmore stable at Quay Restaurant. He joined Shangri-La Sydney in late 2020. He says the hotel’s new menu is a product of years of experience searching and trialling suppliers across the country. “My creative mindset is inspired by the fresh and beautiful produce and the variety of wines that Australia has to offer,” he says. “Altitude on level 36 nurtures this, with its amazing views of Sydney Harbour acting as a foundation for the dishes that I create.

Menegazzi said work on new Altitude menu began long before Morley’s arrival and required exhaustive amounts of trial and error, tinkering with flavours and perfecting every technique to ensure the absolute best landed on the plates of its patrons. “The Altitude menus are a product of years of searching, trailing, and finding the right suppliers, visiting and conducting tastings at their warehouses and in local markets,” he said. “It all comes down to sourcing ingredients and working with suppliers that meet the standards that I strive to bring to each dish for our guests. “I have an ongoing enthusiasm and interest for tasting new ingredients, trialling new flavour combinations and experimenting with food. This ensures I am able to plate up a unique, exciting and enticing dish to our guests. “Particularly when creating new menus, a deep appreciation and gravity is given to guest feedback. This is all about leaning into market trends and ensuring to provide a dining experience which not only meets but exceeds expectations.” n

Chef Brent Morley

“Our supplier relationships in sourcing these ingredients are something I value significantly.” Brent Morley, Shangri-La Sydney

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FOOD AND BEVERAGE

SNACK RUN

GRAB AND GO HAS TAKEN OFF AS A SUPPLEMENTARY DINING CONCEPT FOR MANY SELECT-SERVICE BRANDS IN RECENT YEARS, WITH HOTELS FLEXING THEIR AUTHENTICITY CREDENTIALS BY FEATURING LOCAL SUPPLIERS.

36 HM The Business of Accommodation

Guests will find ‘The Shop’ at Hilton Garden Inn

FOOD AND BEVERAGE

he pre-packaged individual meal and selfservice snack concept is an area that hotels, largely aligned with a select-service operating model, are embracing more widely as an additional option available to guests either on top of, or as a replacement to, a full room-service dining model. Some economy and midscale hotels have integrated their own customised ‘Grab and Go’ style food service bars into their brand standards, while the concept has also weaved its way into the offering of some extended stay operations. Millennials have been reported to be taking advantage in greater numbers of the convenience of self-service bars for snacks and meals during a hotel stay. According to a recent Consumer Trends Report, as many as half of consumers polled said they would make use of a Grab and Go Bar for a snack or meal, but this climbed to 65% for millennials. One quarter of respondents said they were partial to a ready-to-eat packed salad meal, but this also climbed to 40% among the millennial demographic. For a hotel installing a Grab and Go bar for guests to utilise, there are several boxes that must be ticked to ensure the service is functional, well maintained, efficient and above all, profitable. Technology plays a big part in this and to ensure smooth running, a userfriendly procurement system can help manage stock levels, processing purchases and back-end invoicing. FutureLog Oceania Vice President Operations Australia and New Zealand, Benjamin Krieg, said access to user-friendly tools for inventory management, stock handling and pricing is vitally important. “Without the ability to adequately monitor and manage these activities in a centralised way, profit margins can quickly be lost through breakage or pilferage, making it difficult to identify and resolve such issues,” said Krieg. “Additionally, just like every other F&B operation, undertaking regular menu engineering reviews can help determine optimal pricing and selection strategies in a bid to maximise revenue and profitability.” Krieg added that using a procure-to-pay system such as FutureLog allows hotels to integrate its entire ordering process and make use of paperless requisitions, approvals, ordering and receiving, all the way through to accounts payable and financial reporting. “FutureLog’s real-time inventory control is interfaced with the POS and accounting, streamlining the process further,” Krieg added. “Also, because it’s entirely cloud-based, it’s accessible via smartphone, tablet and computer, making it ideal for anyone working on-the-go. Having technology like this in place saves time, eliminates the need for manual paperwork and boosts operational efficiency, enabling hotels and restaurants to focus on their guests and improve their margins.” Another key assessment hotels need to make when opting to open a Grab and Go

Bar is whether or not to stock products from local suppliers, based on its brand standards and its intended guest experience. One of Australia’s newest hotels – Mövenpick Hotel Melbourne on Spencer – has Benjamin Krieg, FutureLog opted for a distinct local focus for its Grab and Go selection. Guests can access locally roasted coffee and artisan chocolates among this selection, which General Manager Cory Norris-Jones says appeals to the modern appreciation guests have in supporting local producers. “We have found that by marrying our brand’s Swiss origins with Melbourne coffee roasters ST Ali and local chocolatiers, Ministry of Chocolate, CACAO and Koko Black, we’ve incorporated Melbourne’s distinct character into our hotel,” Norris-Jones said. His sentiments were backed by one of these local suppliers, Ministry of Chocolate, with Director and Owner, Drew Maddison, saying its DNA rests with incorporating local growers and businesses into its ingredients as much as possible. “This includes Mornington Peninsula strawberries, Almondco almonds, Murray River salt flakes and honey from our own beehives,” Maddison said. “Everybody wins when businesses work together to support and lift each other.” Another important consideration when opting to stock local suppliers is what this will do for the overall guest experience, but in many ways, doing so can add a layer of FutureLog’s procurement systems are an easy way authenticity which is often embraced by guests. to order stock

“FutureLog’s real-time inventory control is interfaced with the POS and accounting.”

Grab and Go products such as these from Compass Group Australia and Foodbuy Australia can keep time-poor guests happy

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FOOD AND BEVERAGE

A Grab and Go Bar is part of the Park Inn by Radisson brand standards Foodbuy Executive Director, Andrew Brightmore, says his team is committed to maintaining local suppliers in its wide-reaching product range, which in turn promote social enterprise and sustainability focused products. “Hotels should feel absolutely confident in their ability to not just take advantage of ‘ready-to-go’ Grab and Go solutions but also in being able to tailor them to talk to their specific consumers, brand and experience,” he said. “When we achieve this, the consumer recognition in being able to support their local economy, which can be city, state or even just ‘Australian’, the research shows that this is a strong and effective differentiator in where consumers choose to spend their time and money. “Providing, and promoting, locally made products and those that replicate these themes will be an increasingly important way that hotels connect their consumers to the local economy and further differentiate their offer – from locally made beverages to Indigenous manufactured confectionery through to Indigenous manufactured amenities to sustainable packaging – the Grab and Go platform enables fantastic themed offers to suit different consumer preferences alongside being extremely agile for change to keep the offer fresh and exciting.” Particularly in tougher economic times but overall, a hotel must consider the financial impact that operating 38 HM The Business of Accommodation

a Grab and Go style facility might have not just on its F&B budget but on its overall financial performance. The good news, according to Foodbomb, is that keeping a self-service option stocked and operating can be a fairly inexpensive thing. “Grab and Go bars really do provide guests with that additional flexibility and value when it comes to the overall hotel experience,” said Foodbomb Head of Customer Experience, Nathan Lo Russo. “I believe it allows hotels to better cater for a wide range of dietary requirements and tastes without the expense. Whether it’s a delicious pastry or a healthy gluten free protein bar, hotels are able to inexpensively cater for a range of personal preferences and provide guests with a taste of local delicacies. “At Foodbomb, we have a wide range of artisan and locally produced products that support hotel self-service bars. With gourmet yoghurt pots, delicious breads and pastries, artisan drinks such as locally produced kombucha as well as plant-based health snacks and even fresh fruit; hotels are spoilt for choice. “We find many cafes typically buy these products to provide additional options for their customers, and hotels can do the same when it comes to adding variety and authenticity to their Grab and Go bars,” Lo Russo added. Another brand building Grab and Go into its service model is Hilton Garden Inn, which is rapidly building its name in the Australasia region. Each of the three hotels in its Australian pipeline will feature the brand’s self-service model, known as ‘The Shop’. “The Shop offers guests a friendly focal point in each hotel, providing guests with a mix of healthy, indulgent and fresh foods; varietal wines, craft beers and beverages; and a self-serve coffee bar,” said Hilton Vice President Operations Australasia, Heidi Kunkel. “Our hotels stock local specialities as a priority in The Shop, as it provides a great opportunity for guests to connect with the destination by tasting local ingredients and flavours, and in turn this supports local suppliers and purveyors.” For Park Inn by Radisson, its Grab and Go concept in the lobby has replaced the in-room minibar. “Instead of checking in to a guestroom with a stockedup minibar of standard items, we introduced a wall-towall kiosk that offers a centralised marketplace where guests can select snacks, light bites, local delights and beverages. Guests can choose to eat in the lobby, in the comfort of their own room, or on the go,” said Radisson Hotel Group Vice President, Operations, Southeast Asia and Pacific, Andre de Jong. Providing a food and beverage option for time-poor guests such as business travellers, especially those hesitant to order full room service for each meal is an innovation taking hold across the industry. Expect to see more of them and a wider variety of stocked products as more brands build them into their operating models. n

FOOD AND BEVERAGE

HERBAL FOR MANY HOTEL GUESTS, ONE OF THE FIRST THINGS DONE ON ARRIVAL I IS TO MAKE A REFRESHING CUP OF TEA. IN RECENT YEARS, HOTELS HAVE EVOLVED THE SELECTION AVAILABLE IN RESPONSE TO DEMAND FOR MORE EXOTIC AND THERAPEUTIC VARIETIES.

The Sleep Tight blend from T2 Tea is primed for relaxation

s tastes continually evolve, the range of specialty tea products on the market continues to grow, with more herbal, organic, aromatic and therapeutic blends being sourced and imported by local tea wholesalers. Overall, world tea production levels are staggering, with an average annual growth rate of nearly 5% leading to nearly six million tonnes produced in 2018, according to the United Nations Food and Agriculture Organisation. Black tea - both loose leaf and bagged - consistently remains one of the world’s most popular varieties, while Earl Grey and its many localised varieties is also a universal favourite. However, hotel guests are increasingly finding their minibars stocked with a much wider variety of teas to cater to much greater acceptance of new and experimental tastes and individual health requirements. This is requiring wholesalers to order a wider variety of blends from their growers and importers – another inquisitive example of multiculturalism at work. 40 HM The Business of Accommodation

“T Bar proudly packs quality teas ethically sourced, in 100% biodegradable tea bags both in paper form or silken pyramid form.” Peggy Veloudos, T Bar

Caffeine free blends, also known as herbal teas, are created from a mixture of dried leaves, seeds, grasses, raw nuts, tree bark, fruits, wildflowers and a variety of other botanicals which provide taste and health benefits. According to Tetley’s Tea Report from 2018, fruit and herbal teas are consumed more in hotels than in any other channel. The compound annual growth rate in the herbal tea market is expected to value the sector at more than USD$1 billion by the end of 2025. The Asia-Pacific region dominates the herbal tea market share, accounting for more than 36% prior to the COVID-19 pandemic. According to T Bar Co-founder, Peggy Veloudos, hotel guests today are still consuming traditional blends in strong quantities, however a noticeable shift towards medicinal teas is materialising as guests make an effort to improve their mindset and mental conditioning through therapeutic tea consumption. “We are noticing first-hand that guests still prefer the traditional breakfast blends like full bodied English Breakfast and Earl Grey but are also expecting green tea and decaf herbal blends like Chamomile, Peppermint, Ginger and Lemongrass and T BAR’s naturopathically blended wellness sleep assist blend Night-T,” Veloudos said. “[This is] a best seller in our range, which indicates that tea consumers are looking for ‘situation solvers’ whilst away from home [for ailments like] digestive issues, sleep issues, anxiety issues, stress issues and so on. We’ve noticed that a sleep assist tea has become a must in all quality hotels and should be sourced from a reputable brand.” Veloudos added that the rise in herbal teas in Australian hotels to address the health concerns of travellers is leaving positive feelings long after check-out. “Guests are also taking into account provenance of products offered. Australian owned has never been more important as in these times. T Bar proudly packs quality teas ethically sourced, in 100% biodegradable tea bags both in paper form or silken pyramid form, where not only the tea and the teabag is compostable but the outerwrap can also be broken down. “Being one of the only Australian tea companies with the capability to pack right here in Australia, we know exactly what is going into our teabags and into your guests’ teacups.” One of Australia’s market leaders in teas is T2 Tea, which you’ll find in many minibars, cafes and hotel function centres around the county. T2 Tea Senior Key Account Manager ANZ, Heath Noble, said Australians have been eager to learn more about the tea blends they are consuming on their travels. “Consumers are looking for something unique and want to know the backstory behind the products they love, and T2 plays in perfectly to the traditional cup of tea, done differently,” Noble said. “At T2, we work with our accommodation partners to take the hotel experience to the next level with a hot or cold beverage solution across each facet of the hotel journey, from a welcome drink on arrival, to the simple gesture of a ‘Sleep Tight’ teabag incorporated into the turn down service.

Twinings tea blends can be found in many hotel minibars across Australia

“Fortunately, we haven’t had to change our range in response to the growing focus on wellness, as our core offering has a plethora of ‘better for you’ focused products that hit the mark perfectly for the weary traveller.” Endearing English tea brand Twinings says it is noticing a greater variety of tea blends ordered by hotels finding their way into ‘hotel occasions’ such as themed High Tea platters, continental breakfast servings and afternoon tea boxes at events. “With a rich heritage in pioneering teas, Twinings has an unrivalled range of blends,” a spokesperson for the company said. “More hotels are selecting a greater diversity of our herbal tea flavours, via our partnership with Lavazza, as guests increasingly look for choice and become more passionate about tasting a selection of new blends. “The growing perception and preference for organic and herbal tea blends has grown into a lifestyle trend focused on wellbeing that guests expect to have access to whenever and wherever they travel.” As nearly 70% of hotel guests choose tea as their beverage of choice at breakfast time, which is often the last meal they will have in a hotel before check-out, the motivation is there to ensure a hot, invigorating and refreshing brew is only a click of the kettle away. n

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FOOD AND BEVERAGE

Herbal tea consumption is on the rise in hotels

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FOOD AND BEVERAGE

AN EASY IN-ROOM TEA AND COFFEE FACILITIES ARE NO LONGER JUST SACHETS AND STIRRERS. HOTELS ARE INVESTING IN THE LATEST TECHNOLOGY AND MACHINES TO MEET GUEST DEMANDS FOR THE DRINKS THEY ENJOY AT HOME.

The Lavazza Blue LB300 model is brand new to the Australian market 42 HM The Business of Accommodation

lot has changed when it comes to in-room coffee, with the days of the provided plunger or drip filter replaced with automated coffee pod processors and a much wider variety of coffee styles and blends. Coffee pod machines are now available in a variety of forms and compatible with only so many different types of capsules, so it’s important guests are aware exactly what types will work in these in-room machines to avoid a potentially costly damage and replacement bill. This is particularly important if a guest brings their own coffee capsules of which they are particularly partial. Swiss aerodynamics engineer Éric Favre is widely hailed as the inventor of the hermetically sealed coffee capsules we know today, with his first patented capsule dating back to 1976 while under employment with Nestlé in Switzerland. This market today sees nearly 15 billion capsules consumed around the world each year and as the Nestlé patents on machines and capsules expired, the market then saw many similar machines introduced by competing coffee distributors, initially with limitations on capsule compatibility in an effort to ensure the customer was only able to buy the manufacturer’s pods to brew in their machines.

FOOD AND BEVERAGE

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Nowadays, many of the latest machines available today can process capsules from virtually any manufacturer, allowing consumers the freedom to experiment with new varieties and different blends of coffee without risking damage to the machine. Usability is a key element for hotels purchasing coffee machines for their rooms, knowing there’s a high likelihood most guests will not have the exact same machine sitting on their kitchen bench. The machines need to be easy to operate, with a plentiful capsule stock and as well as a regular cleaning and servicing schedule by housekeeping staff. One of Australia’s leading coffee suppliers, Lavazza, has recently launched a range of in-room coffee machines as part of its longstanding Lavazza Blue portfolio. The new device and its compatible capsules is a closed professional system not available for consumers to purchase on a private basis, giving hotels opting to install these machines in their rooms a distinct market advantage among coffee connoisseurs. The Lavazza Blue LB300 machine features an easy-to-navigate user interface and a tiny waste footprint. Initially, 12 different coffee capsules are available including a decaffeinated option and one

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FOOD AND BEVERAGE

Vittoria’s Espressotoria Piccolo individual model

The Starbucks experience can be delivered in guest rooms thanks to Nespresso

“We have seen a large increase in domestic machinery sales so more people have these at home and use them regularly.” Mark Haj, Vittoria

certified to the Rainforest Alliance Sustainable Agriculture Standard. Each capsule contains 8-12 grams of coffee to replicate a barista standard cup. Lavazza Australia Head of Sales - Away From Home, Tim Bonaguro, said the consumer is at the heart of its brand and products, with the company well aware of the sophisticated relationship Australians have with coffee. “When considering new products which incorporate cutting edge technology, our focus remains on a simple and intuitive user experience,” Bonaguro said. “Our closed capsule systems are the perfect example of how Lavazza has been able to closely replicate the barista extraction process with features such as tamped coffee, slow extraction and larger coffee doses whilst still delivering an intuitive, easy to use coffee machine.” This relationship with coffee has steadily advanced in recent years as coffee capsules become the quick and easy solution for many needing a cup, developing to the point where more premium blends of coffee are now available in capsule form. In 2018, Nestlé announced an agreement granting the company perpetual rights to market Starbucks consumer and foodservice products globally, outside of the company’s coffee shops. Since forming the global coffee alliance in 2018, Nestlé and Starbucks have brought to market a wide range of premium products at a fast pace – including whole bean, roast and ground as well as Starbucks capsules for Nespresso and Nescafé Dolce Gusto proprietary technologies.

44 HM The Business of Accommodation

“Over the years customer tastes have become more discerning with the demand for premium coffee becoming standard,” said Starbucks Commercial Manager, Alexander Tan. “Covid-19 and the move to WFH saw more people switch from their barista coffees on the way to work to home pod machines, helping maintain normalcy. While pod coffee is very easy to use, we expect that the general public would have already experienced this machine format by this stage.” Vittoria Food and Beverage National Channel Manager, Mark Haj, said hotels need not worry about guests struggling to use an in-room coffee machine and that guests are well versed with the technology. “Over the last few years, we have seen a large increase in domestic machinery sales so more people have these at home and use them regularly,” Haj said. “Vittoria’s Espressotoria system is one of the more common and competitively priced systems in the market. For ease of use, Vittoria also supplies a how-to guide for in-room guests. For those hotels that use another format of capsule machine for their rooms, Vittoria recently launched the new Nespresso Compatible Aluminium Range roasted locally right here in Australia.” With many different machines in the market, hotel operators should do their research to find the most appropriate machines for their specific guest markets. As in-room coffee machines become the new standard in guest amenities, the resulting positive feedback will make the investment more than worthwhile. n

PREMIUM COFFEE & EQUIPMENT SOLUTIONS FOR ALL HOTEL OCCASIONS • Total coffee & equipment solutions with a wide range of blends & brands • Universal closed capsule offer across in-room, conference & events • High volume commercial machines • Bulk brew options for breakfast bars, front & back of house • Premium bean to cup solutions for restaurants & bars • Locally roasted & sustainable blends

lavazzabusinesssolutions.com.au www.lavazzabusinessolutions.com.au

INTERIOR DESIGN The Orchard Restaurant at The Sebel Hotel Ringwood

THE NEW ENTICEMENTS OF A MEAL WITH LOVED ONES AT A RESTAURANT HAVE BEEN DANGLED BY POLITICAL LEADERS THROUGHOUT THE PANDEMIC. AT THE SAME TIME, INTERIOR DESIGNERS HAVE BEEN EXPERIMENTING WITH NEW CONCEPTS THAT CARRY THE FLEXIBILITY NEEDED TO HELP THESE VENUES MEET NEW DISTANCING RULES. FUTUREFOOD

Ashley Cooke - Senior Hotel F&B Consultant

Hotels are observing a substantial shift towards the development of great food and beverage concepts that complement rooms and allow the hospitality strategy to drive luxurious hotel experiences. Hotels are now harnessing the benefits that food and beverage can bring to help activate their spaces and maximise revenue potential, as competition in the hotel market continues to rise. New to market properties are seeking to compete with the High Streets, whilst established hotels are seeking to revitalise their offer purely to remain relevant. When combined, this results in quality F&B establishments repopulating the hospitality landscape and re-establishing what was once the hotel industry’s most prominent point of difference - memorable food-led experiences that 46 HM The Business of Accommodation

enhance the guest’s stay. Specialty concept-driven eateries and designled spaces that are adequately poised to compete for the F&B dollar are becoming more emblematic and capable of establishing a significant secondary revenue stream for the hotel. Restaurant concepts with purpose, spilling onto the streets, showcasing their vibrancy, enticing customers with their swagger and dishing up notable food, drink and experiences - this is the new face of food in hotels, and the way the industry is responding not just to customer expectations, but the new COVID-impacted world that we are living in. Regardless of occupancy levels, the future of food and beverage in hotels is looking bright!

LUCHETTI KRELLE Rachel Luchetti

We are fortunate to live in a country with such a mild climate in most of our major cities. Good ventilation seems to be emerging as the key to a COVID-safe hospitality environment. Much like the ‘gaming room solution’ we have seen in pubs over the past decade or so, I anticipate similar methods will become part of the design DNA for a much wider range of hospitality environments. Alfresco dining and pop-up licensed areas within the public domain will hopefully be supported by local and state governments. Rooftop bars will be popular, and we will likely see a gradual reopening where the 4sqm rule applies as well as drinkers needing to be seated. This will pose an almost impossible challenge for small bars and restaurants who will struggle to survive the pandemic unless they have successfully pivoted into a quality takeaway offering. Kitchens that were perhaps traditionally at the back of a restaurant might be brought to the front to streamline the takeaway and delivery process with more takeaway windows integrated

INTERIOR DESIGN

into shopfronts. In terms of the future, the lessons we are learning today will educate us for years to come. Hotels will need to adapt and find opportunities to live with the virus circulating in the community. The show must go on!

The restaurant at The Gem Hotel in Griffith was redesigned by Paul Kelly Design.

SCOTT CARVER

Angela Biddle – Director

It has been inspiring to watch how restaurants and bars have innovated through the pandemic, making home delivered cocktails and gourmet ‘cook at home’ meals necessities for survival. It has softened the blow of restaurant closures somewhat. However, we are social creatures and I for one cannot wait to hit the dining scene again. The ability of restaurants to pivot into takeaway has highlighted design impacts which must now be considered. Seating at the bar should be minimised or removed to allow for safe distancing for diners and a clear path for takeaway collection. Their ability to offer takeaway was key to survival through extended lockdowns. This may have been considered a temporary measure but looking to countries who have re-opened following extended lockdowns has proven otherwise. Executive Chef of the Commons Club at Virgin Hotel Nashville and owner of Riel Houston, Ryan Lachaine, has continued to provide takeaway even now that he is operating at 100% capacity once again. This has meant a re-think of the kitchen layout, originally designed for table service, and must now address the additional needs of a takeaway offer, starting with container storage. Space planning of a restaurant must also now consider the future need for social distancing. As such, there is a renewed interest in open-air spaces, which provides the opportunity to make up for reduced indoor seating when distance is required. We are terracing outdoor seating on one project, which allows diners to feel a part of the scene yet allows distance to be created if needed. And what of hotel F&B offers? For them to remain viable during potential future lockdowns, they need to think and act more like a restaurant. This will allow them to respond to the needs and wants of their community when they don’t have hotel guests to cater for. Restaurant designs may change in response to revised capacity limits

Mask mandates are likely to remain for a while after reopening.

“A restaurant’s ability to offer takeaway was key to survival through extended lockdowns.” Angela Biddle, Scott Carver

SUEDE INTERIOR DESIGN Clifford Rip – Principal

“We just need to live with it” is what a lot of restaurateurs are going to say when the tigers eventually break free. It’s not feasible to operate on 50% occupancy, so bars and restaurants are not going to change, as they operate the way they do based on a few basic fundamentals derived from a long 300-year history of experience. No pandemic is going to dogleg that so quickly as humans cannot adapt or even keep up with that drastic a change. The operators being the entrepreneurs they are may be able to somewhat do so, but the common fickle satiation seeker won’t accept it on the odd occasion they get out. If it feels different or the experience has changed, a quest for an alternative will quickly be on the horizon. Many people can cook and do it well, but it’s the experience of the dining that draws them out of their home kitchens and into these venues. However, what I do think is going to change are the new additional services being offered that will grow and develop, with the creativity in those new experiences becoming the next thrill. There is already a start to some great initiatives being offered such as ‘take away, shake away’ cocktails with personalised delivery or ‘we prep, you cook’ options, but these are just responses to keeping the cash flowing. Once there is a realisation that these are an actual intro to a new experience, we will see a rise to a new, more creative ‘outside the sparsity of a socially distanced’ dining experience. n

hotelmanagement.com.au 47

TECHNOLOGY

LOCKDOWN AS TECHNOLOGY IN TRAVEL IMPROVES, SO TOO DOES THE ABILITY OF HACKERS AND NEFARIOUS THREATS EAGER TO STEAL OUR PERSONAL INFORMATION AND AS TRAVEL RESUMES, THE WIFI NETWORKS AND SECURITY STRUCTURES BEHIND THEM MUST ENSURE THEY ARE ALWAYS ONE STEP AHEAD.

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TECHNOLOGY Managing strong and unique passwords is critical to maintaining online security

t may be difficult to believe but even in this modern age of technology, a surprisingly high number of businesses and even individuals neglect to protect their online accounts and details with a suitably strong password or encryption. It can be little surprise then that Australians lose hundreds of millions of dollars each year to sophisticated and even not-sosophisticated scams and hoaxes. Research conducted earlier this year by a leading cybersecurity firm found that some of the biggest companies in the world – Fortune 500 firms no less – can be hacked by specialised software in “less than a second” due to easy to guess passwords. The study found that the most frequently used password in many leading businesses across the retail, e-commerce, energy, technology, finance and hospitality was ‘password’, closely followed by ‘123456’ and ‘sunshine’. Almost one-quarter of passwords were the same as the company name. With travel readying for a rebound as vaccination rates reach suitably high levels, cybersecurity firm NordVPN has advised travellers to evaluate or enquire as to the security levels of hotel WiFi systems before connecting their devices. While most reputable hotels invest in their WiFi networks and ensure adequate levels of security are available to protect the information of guests, sophisticated hackers with advanced software are able to connect to unsecured networks, snoop on online activity and potentially even access payment or credit card information. One of the ways this is done using a method called the ‘Evil Twin WiFi’ where hackers set up fake hotspots next to a hotel, aiming to trick guests into connecting to it. This can be done by giving the fake network a name such as ‘Free Hotel WiFi’ or ‘Guest WiFi’. If a guest links to this network, hackers can obtain all the personal information of guests. However, there are ways to ensure guests are protected online when connecting to a hotel’s WiFi service. Guests are advised to ask their hotel at

Proper investment in a hotel WiFi network can ensure guests are comfortable logging on

“One solution around this issue is to provide guests with their own private onsite network.” Jeff Rhode, Liveport Australia hotelmanagement.com.au 49

TECHNOLOGY

Efforts by hackers to scam unsuspecting users can be highly sophisticated check-in to provide the exact name and password of the WiFi service to avoid connecting to an Evil Twin network, especially if planning on making purchases or further reservations on the network such as for local restaurants or attractions. Disabling automatic connections and enabling a device’s firewall are extra steps a guest can take to improve their security. Liveport Australia Director, Jeff Rhode, said hoteliers generally approach guest WiFi with a mind for ensuring convenience first along with hassle-free connectivity and fast speeds. “Network security protocols can unfortunately sometimes disrupt guest experiences by restricting online access, so hoteliers will often forgo enhanced security to ensure that their guests do not encounter any troubleshooting issues,” Rhode said. “One solution around this issue is to provide guests with their own private onsite network. Once provided with the login details to their personal network, guests can effortlessly maintain a fast and reliable online connection while sidestepping any concerns that their personal data may be exposed. “For a majority of properties however, an effective and straightforward solution is to offer a simple passwordprotected network or login authentication via a hotel PMS. This should be supported by an up-to-date firewall and security appliance that can protect guest devices from malicious activity. Hoteliers should further enable an isolation block to prevent a guest’s devices from seeing and communicating with devices belonging to other guests.” Schneider Electric Channel Manager, Digital Buildings – Pacific Zone, Michael D Burgess, said it was an age-old dilemma whether or not guests should connect to a hotel’s WiFi service. “For guests, there may be a heightened risk, simply because the network is effectively a public WiFi with a limited number of users,” Burgess said. “However, some global hotel groups have already started to engage with global IT providers to own and 50 HM The Business of Accommodation

Travellers are advised to invest in a secure VPN

“Some global hotel groups have already started to engage with global IT providers to own and manage guest WiFi.” Michael D Burgess, Schneider Electric

manage guest WiFi. Not only will measures as such allow the hotels to focus on guests and guest experience, but also enable ongoing updates that are crucial for safeguarding guest WiFi. “In certain parts of the world, we have seen hotel Wi-Fi becoming less in demand for guests, due to a growing number of 4G and 5G open data plans available to consumers.” Despite the security concerns and challenges, Honeybadger Technologies and AirAngel Director, Heinrich Saayman, said it is important to remember security is at the forefront of network design for internet providers. "Nowadays, WPA2 password are a cumbersome mechanism for connecting to a WiFi network because it requires the hotel to provide the password to the guest upon check in or have it visible somehow," Saayman said. "This inherently undermines the so-called secure aspect of the WPA2 password. "To overcome this problem, hotel providers opt to use a captive portal to authenticate and onboard guest devices as it allows guests to connect to the network without a password and then provide information on the captive portal to validate their identity and in turn access the network." For frequent travellers who rely on hotspot or WiFi connections in public places, another piece of advice is to invest in a secure Virtual Private Network (VPN) which can provide encryption for any information transmitted over an unsecured network, such as at cafes, airports and some hotels. Ensuring your devices and accounts are appropriately protected with strong and unique passwords will also go a long way to ensuring your online security when on the go. n

Wi-Fi That Works!

www.liveport.com

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ROOMS DIVISION Refillable dispensers are the way forward in sustainability

DISPENSING

P FOR ALL OF THE FOCUS IN RECENT YEARS OF IMPROVEMENTS IN THE ENVIRONMENTAL IMPACT OF BATHROOM AMENITIES, THE SILENT PARTNER IN ALL OF THIS HAS BEEN THE DISPENSING UNIT. MUCH WORK HAS GONE INTO THESE ALSO BUT WITHOUT THE FANFARE, AS HM EXPLORES. 52 HM The Business of Accommodation

ackaging and dispensing of single-use plastics has always been easy. As their very name suggests, all you need is to put the product into a tiny bottle or wrapper, and it can go with you anywhere, and much of it did as some guests would opt to pilfer as many little containers as they could. One study found single-use amenities were being disposed of when only 15% of the product was used. Further, the world’s top 300 hotel groups were, at one point, disposing of 5.5 billion amenity bottles and caps each year. But all those containers and wrappers was exactly the problem. These packets and bottles can’t be easily reused and would thus end up in landfill by the tonne. Not a good look and awful for the planet. The industry has come a long way since then, but it isn’t at the finish line yet.

ROOMS DIVISION The SmartCare system from Swisstrade locks to walls and is easily recycled

The Appelles Black Aluminium Collection from Vanity Group

So far, great efforts have been made by all of the leading accommodation groups to migrate from singleuse packaging to refillable containers maintained by housekeeping teams. The only real problem this created was replacing full bottles due to enterprising guests opting to souvenir the entire container. This is now being overcome through investment in dispensing units which are tamper and pilfer proof by being physically attached to walls, mirrors and vanities. For many models, housekeeping teams can use special keys or devices to open these bottles and refill them with the product needed. The bottle is safe, the product is kept well stocked, guests can only access what they need and the volume of plastic moving into the trash is significantly reduced. One of the leaders in the hotel amenities market, Swisstrade, has been sourcing and supplying a variety of refillable containers for the industry for many years. Building on trends which remain strong in the European market, the company has signed a major new five-star Gold Coast hotel as one of its newest clients, with guests to have access to the SmartCare amenity dispenser in its bathrooms. Along with its safety and security features, the SmartCare system is compatible with a wide variety of factory sealed containers from many leading makers

ROOMS DIVISION The Malin+Goetz product range from Interior Images, nestled on invisible dispensers

“We are constantly thinking of innovative ways to reduce our carbon footprint.”

of soap, lotions, shampoo and conditioner, all of which are fixed to the wall and able to be replaced in around five seconds. Guests access the product by applying a gentle squeeze to the outside of the bottle, with product dispensed from underneath. Mike Matulick, Hunter Amenities This approach also ensures that bottles are replaced far less often as they can be completely emptied beforehand. Wall brackets for dispensing bathroom products come in a variety of forms, whether polycarbonate, classic, mini disappearing brackets, invisible supports, nonrefillable or mosaic. Each style can be assessed against a hotel’s brand standards and guest expectations and are compatible with a variety of amenity products. Another advantage of the more modern dispenser systems is the ability for housekeeping staff to keep an eye on product levels without removing and physically opening each bottle every day. Interior Images Founder, Val Houston, says some world leading amenity manufacturers including Malin+Goetz, Diptyque and Acca Kappa are now distributing their products in bottles designed to fit many existing wall brackets and dispensers. Further, these brackets are able to disappear entirely behind the product itself, further improving the design aesthetics. “Investing in a dispenser system is an easy and very visible way to communicate to guests that you take environmental stewardship seriously,” Houston said. “We are also introducing a select number of collections in individual-use aluminium tubes. They look super luxe, are 98% plastic-free and they’ll make a positive impact on the environment. The fact that we offer this innovative packaging for a number of internationally renowned, luxury brands also provides an opportunity to further surprise and delight your guests.” For hotels still unsure as to whether they wish to invest in bracket or dispensing systems for their bathroom products, Vanity Group Director of Sales and Marketing, Nicholas Mina, says the company includes a biodegradable additive to its product packaging, which means that even 54 HM The Business of Accommodation

if the bottle ends up in landfill, it will biodegrade. “Outside of this, just by investing in a large format solution like 500ml bottles, a hotel has the potential to eliminate 20 mini tubes from waste,” Mina said. “We extend a myriad of solutions to support hotels in meeting guest requests for a more sustainable stay and help our partners to achieve their own environmental business goals. “It’s about being more than a good news story. It’s about doing good things for our planet and its people. It’s crucial the tourism and hospitality sector play a leading role in building eco-conscious, sustainable communities for the longevity of our industry.” Hunter Amenities Managing Director, Mike Matulick, said the push to reduce the environmental footprint of amenities providers will never stop and that refillable dispensers was just one small part of the ongoing evolution. “We are constantly thinking of innovative ways to reduce our carbon footprint and cut down on plastic wastage, and our extensive range of refillable dispensers are a huge step towards that,” Matulick said. “Guests will continue to enjoy the quality that we’re known for, while together with our hotel partners, we’re actively creating positive environmental outcomes.” Whether doing it for sustainability or for overall health and hygiene in the wake of the COVID-19 pandemic and its recovery, moving to a secure dispensing system for bathroom amenities will not just save your hotel money. The planet will be thanking you too. n

The SmartCare system allows amenities to be easily replaced and is both tamper and pilfer-proof

Contact our friendly team for a sample pack on 02 8888 8888 or visit swisstrade.com.au

www.swisstrade.com.au

HUMAN RESOURCES Online training courses have spiked in popularity during the pandemic

SMARTENING A STRONG POSITIVE TO EMERGE FROM THE COVID-19 PANDEMIC MAY BE AN EMBOLDENED, MOTIVATED AND AMBITIOUS WORKFORCE WHICH HAS SPENT LARGE PARTS OF THE DOWNTURN BUILDING SKILLS AND GAINING NEW LEVELS OF AMBITION IT IS NOW READY TO ACT UPON. 56 HM The Business of Accommodation

or all the economic devastation the pandemic has wrought on the hotel and hospitality sector through no fault of its own, the rebound is shaping to be faster and more prosperous which will catapult the sector to new heights. And waiting for those new heights will be a stronger and more professionally energised workforce, of which many in it have spent the downturn taking charge of their own professional stock, learning new skills and embracing new technologies to improve their own career aspirations and return to work ready to achieve once again. There’s an interesting saying that goes ‘the more things change, the more they stay the same’. In October 2019, global business and market analyst firm PricewaterhouseCoopers conducted its 23rd annual ‘Global CEO Survey’ in which more than 3,300 CEOs representing businesses large and small were surveyed on the direction they saw the world moving.

HUMAN RESOURCES

Even back then, before any hint of what was to come became apparent, 74% of respondents said the availability of the right skills was a concern that they believed could constrain growth. Almost half said the best approach to closing the skills gap would be retraining and upskilling the workers they have but since then, one in ten of the CEOs surveyed said they had made no progress at all in this endeavour, despite 77% of employees saying they were eager and willing to upskill. In the hospitality sector, certainly among those to have been hardest hit by the pandemic, workers have mostly not waited around for their workplaces to implement retraining or upskilling programs. Instead, while many have been stood down, many have taken the initiative and dived head-first into a variety of on-demand upskilling courses in an effort to future proof their own careers and their own professional stock. Australia’s leading industry educators have all seen a significant spike in uptake of its on-demand short courses, all designed to allow those undertaking them to select subjects they are interested in and to complete them at their own pace. Torrens University Australia Director of Product Innovation, Eoghan Hogan, said the institution has seen over 25,000 course completions since the pandemic began, with more than 38,000 hours of learning completed. “We’ve been blown away by the response to and appetite for our on-demand short courses,” Hogan said. “The top 4 courses are Leadership Essentials, Introduction to B Corps, Adopting Social Media Marketing and Design Thinking. More recently, we’ve seen a surge in the people taking soft-skill building short courses like Negotiation, Difficult Conversations and Dealing with Crisis.” Another institution to have rolled out a popular suite of learning materials has been The Hotel School, with Executive General Manager Sue Bakir saying industry workers with a bit of experience behind them have opted for postgraduate study in order to prepare for more senior roles, such as its Graduate Certificate of Business in Global Hotel Leadership. “This is a short 12-week course available online and is comprised of only four subjects,” Bakir said. “The beauty of this qualification is that it is a stepping stone towards a Master of Business Degree in Global Hotel Leadership. Participants can do another four subjects to qualify for a Graduate Diploma of Business in Global Hotel Leadership and then another eight subjects to complete the Master degree.” In a bit of a twist, William Angliss Institute Director of Education, Chris Harris, said he has seen a particularly strong uptake among new and current industry workers towards fine-tuning their culinary hand with a view to moving into the F&B scene post-pandemic. “Having been an early adopter in the online/blended learning space for our short courses, we have been wellplaced to serve the great interest in skills development to support new industry entrants during lockdowns with such essential courses like RSA, Food Hygiene, Food

safety Supervisor and Liquor Licensee courses,” Harris said. “We hope this means a strong local army of new entrants and career changers come post-COVID realities.” In July 2021, Harris said the institution saw an 87.9% increase year-on-year in website page views for its Eoghan Hogan, Torrens University Australia Certificate III in Commercial Cookery. In the same month, website views for course content in the Certificate III in Patisserie climbed by nearly 81%. Despite the thousands of hours of study completed during the downturn, nobody can accurately predict how this will translate to improved efficiency once the recovery really begins with open borders and having the opportunity to again welcome travellers from around the world. According to Mulpha Australia CEO, Greg Shaw, an inspired workforce motivated by their own potential and hard-earned qualifications will lead to greater levels of accomplishment. “From my side it has been such a rough ride for our colleagues in the tourism sector,” Shaw said. “I believe that many in the sector are passionate about their careers and are aching to return to any kind of normal. Certainly, those who are investing in upskilling during these The Hotel School difficult times are making a commitment to a career in the recently opened a new campus on sector and they will emerge as winners in a future where we Queensland's will see a massive shortage of qualified staff.” n Hayman Island.

“We’ve been blown away by the response to and appetite for our on-demand short courses.”

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DEVELOPMENT Park Hyatt Auckland boosted the brand’s luxury presence in New Zealand

LIFE OF SEVERAL DIFFERENT TRAVEL SURVEYS CONDUCTED DURING THE COVID-19 PANDEMIC HAVE FOUND THE PENT-UP DEMAND AMONG MANY AUSTRALIANS, ESPECIALLY THOSE WHO HAVE SPENT TIME IN LOCKDOWN, TO SPLURGE ON A LUXURY EXPERIENCE IS AT RECORD HIGHS. THIS HAS CAUGHT THE ATTENTION OF INVESTORS AND HOTEL OPERATORS EAGER TO TAKE THE SPOTLIGHT FOR THEIR HIGHEST-TIER BRANDS. 58 HM The Business of Accommodation

ACCOR

Lindsay Leeser – Senior Vice President Development and Franchise

As one of the largest operators of luxury hotels in the world, Accor offers a formidable network of iconic, stylish and memorable properties to deliver the perfect luxury moment for our guests. Despite the challenges of the past 18 months, we have continued to experience sustained momentum across our development pipeline, leading to a strong line-up of incredible new hotel openings throughout 2021 and beyond. Just this year alone, we have opened 10 new hotels and we have more than 30 new openings in the pipeline, illustrating the ongoing demand for new hotels to join our network. In the coming months, we will open the much-anticipated Sofitel Adelaide. This illustrious new hotel is the first internationally recognised five-star hotel built in Adelaide in 30 years and marks the debut of our luxury Sofitel brand in South Australia. The development of our luxury hotel portfolio has been at the heart of Accor’s expansion strategy for many years. This segment is now more important than ever before, as this new era of hotels will contribute to the revival of the travel sector over the coming years, until corporate, conference and international travel returns to pre-pandemic levels. Our luxury hotels, resorts and apartments have always held a strong appeal for domestic leisure travellers, and this will continue. With the Pacific region experiencing lockdowns and travel restrictions again this year, there is a strong pent-up desire to seek out experiences and unique getaways. Our collection of luxury hotels will be key beneficiaries of this demand as borders open up and people are able to travel freely again.

DEVELOPMENT

BWH HOTEL GROUP Graham Perry – Managing Director Australasia

Over the next five years we will see investors extending the luxury brands into regional centres as well as the traditional markets. In the competitive world of hotels, luxury and exclusivity are what identify prestige. There is a strong demand from investors to be the first in destination and market for a number of BWH’s luxury brands including WorldHotels Crafted Collection and Sadie by Best Western. We were delighted to launch our newest luxury lifestyle brand, Crafted Collection, in August 2021 and have seen keen interest in Australia and around the globe to partner with WorldHotels. These luxury brands offer hoteliers and developers alike the flexibility to maintain their own existing profile whilst leveraging the power and experience of the BWH powerhouse to drive incremental business from overseas. Luxury doesn’t necessarily have to be confined to the elite. While exclusivity and selective luxury denote stature and prestige, BWH Hotel Group also offers attainable luxury for the sophisticated traveller. WorldHotels Collection feature elevated, renowned properties that acknowledge exclusivity backed by humble and expert service, superior accommodation and crafted immersive experiences. The BWH portfolio speaks to a level of affordable luxury through Aiden and BW Signature Collection brands which offers today’s traveller an inspired experience in luxury with hotels that are eclectic and original. Operators are under enormous pressure to keep up with the demand and competition to uphold the upper echelons of luxury. It’s not merely enough to offer superior amenities, the latest technology and environmental must haves. Hotels must act as the ‘place to be’ accommodation for the destinations they serve in order to provide an authentic boutique experience that reflects the unique personality of the locale. From the lobby to the guest rooms, every detail is to be thoughtfully considered to be memorable, sophisticated and thoroughly luxurious. Above all, they must present and maintain outstanding personal customer service at the heart of the operation. They can never rest on their laurels and must ensure that every guest feels that they are the first and most important.

HILTON

Tushar Raniga – Director of Development, Australasia

Hilton is on track to double its footprint in Australasia in the next five years through an organic growth strategy with the right brands in the right locations, at the right time. We have 27 operating hotels, a healthy development pipeline of 12 hotels and resorts and are looking to add to that number with numerous projects under review. Our intention is to develop depth in market by adding new brands in segments for which we see high potential. Adding our luxury brands strategically into premiere Australasian markets will be a focus in the coming years, and we believe our award-winning brands Waldorf Astoria Hotels and Resorts, Conrad Hotels and Resorts and LXR Hotels and Resorts will resonate with our key source markets, as well as to investors, who remain bullish despite the global challenges experienced during the pandemic.

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Lindsay Leeser, Accor

In order to expand on the timelessness and touches of indulgence of our Fraser Suites brand, we launched our ‘Home Suite Home’ initiative. This is a bespoke Fraser-living experience for long stay guests at Fraser Suites Sydney and Fraser Suites Perth, where extended-stay guests experience the ultimate comfort of living in a luxury apartment with a touch of home. They enjoy a highly personalised stay with a dedicated 24/7 concierge, exclusive food and beverage options, full access to our on-site leisure facilities, weekly housekeeping and more. With our ‘Home Suite Home’ program, Frasers is effectively anticipating guests’ demands and we are therefore able to tailor guest stays to a new level of luxury. With this new offering, Frasers will further drive value for our owners and investors.

“Our luxury hotels, resorts and apartments have always held a strong appeal for domestic leisure travellers.”

FRASERS HOSPITALITY AUSTRALIA Matt Rubie – Country General Manager

Over recent times, we have seen an increase in demand for longer stays at the Frasers Hospitality portfolio, driven by guests on secondments, relocating or requiring short-term rental alternatives. This shift inspired us to re-invigorate our Fraser extended stay concepts, doubling down on the brand proposition that underpins our success.

The pool at Hilton Cairns

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DEVELOPMENT

Australasia is an aspirational destination within the Asia-Pacific region, which has the fastest growing wealth region in the world. The wealth growth trend in the region prior to the pandemic has only paused – and in some cases – increased. Many of these travellers continue to accumulate their wealth in readiness for when the world’s borders open. Asia-Pacific travellers are seen as pioneers of the new luxury travel landscape, and from observing trends through our years of managing luxury hotels, we know what drives these luxury travellers to stay at our hotels in the long term. With our luxury hotel management expertise, our world-class commercial engine, and the strength and recognition of our best-in-class luxury brands, Hilton is well-placed to launch luxury brands in Australasia with the right partners, in the right places.

HYATT

Monika Dubaj – Vice President Development

We are seeing strong demand from investors for Hyatt’s luxury brands globally as well as in the Pacific region. A number of landmark mixed-use developments being undertaken by developers focused on long term value creation and premium lifestyle and wellness

offerings continue to attract strong levels of interest in our luxury and lifestyle Park Hyatt, Andaz and Hyatt Centric brands. Hyatt’s recent announcement of an agreement to acquire Apple Leisure Group, a leading leisure travel and resort brand management company and top-ten operator of luxury hotels for US$2.7 billion, further underscores our confidence in the long-term growth potential of high end leisure travel and our luxury brands. While our industry continues to feel the impact of the pandemic, we are especially encouraged by the strong performance and resilience of highend leisure travel. The demand for Hyatt resorts in the U.S., Mexico and Caribbean over the summer was unprecedented, with properties seeing record RevPAR levels in July. Our Australia and New Zealand hotels experienced a strong rebound in leisure holiday and weekend demand in the first half of 2021. InterContinental Sorrento will open within the next six months

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IHG HOTELS AND RESORTS

Jael Fischer – Director Development Australasia and Pacific

After suffering prolonged lockdowns and border closures, people are craving indulgent experiences more than ever. So, when things start opening up, we do anticipate high demand across our network, especially in the luxury segment – not only thanks to ‘lockdown savings’ but because experiences are what our luxury hotels do really well. Take for example, InterContinental Hayman Island Resort, which offers Great Barrier Reef charters that give guests an aerial view of famous Heart Reef, or the incredible picnics the culinary team prepares for guests to enjoy when they arrive at one of the neighbouring islands. The spa and wellness offering at Six Senses properties will no doubt be in high demand, as will curated moments that allow guests to connect again with people and surrounds. Six Senses Fiji, for example, offers incredible, intimate experiences where guests can immerse themselves with Fijian culture and rituals and it is these authentic moments that people are craving. Kimpton Sydney and InterContinental Sorrento will both open in the next six months and, again, high-end experiences will be hallmarks of these exciting properties. Their impending opening is already driving a huge amount of interest from guests and IHG loyalty members. Recognising the huge opportunity for luxury hotels into the future, we also unveiled our new luxury lifestyle Vignette Collection brand last month, and it has been warmly received by owners, guests and media. This collection is very much centred around individuality and not taking a cookie cutter approach to luxury and lifestyle, with Hotel X in Brisbane’s Fortitude Valley a fantastic founding member of this

“People are craving indulgent experiences more than ever.” Jael Fischer, IHG Hotels and Resorts

DEVELOPMENT Frasers Suites in Perth has refined its extended-stay guest experience

collection. In a post-COVID world, guests will be seeking a level of exclusivity, away from crowds and a tailored holiday experience. We are incredibly excited by the launch of our Vignette Collection and we’re looking forward to developing it in this region.

LANGHAM HOSPITALITY GROUP Shane Jolly – General Manager, The Langham Sydney

Luxury is something everlasting, timeless and sometimes out of reach, however one thing we have seen at The Langham, Sydney, is that this pandemic has made many people realise that this somewhat intangible commodity is now worth more than ever, demand is higher than it has ever been. Over the past year, due to this demand, we have pivoted to ensure that our offering is even more luxurious. People have been denied so many of their pleasures that as soon as they were allowed to indulge, they sought out the best for themselves, and we anticipate this happening again. Whilst many luxury houses benefited from online sales, hotels cannot really provide this - you need to come and stay, you need to lie on the table while the masseuses work their magic. And while disposable incomes have flourished during this pandemic, we have ensured a level of exclusivity by providing experiences and anticipatory service that means guests seldom need to think for themselves once they have entered the hotel. We take care of everything for them. The challenge we have found is that regardless of how much money people have to indulge themselves, they still expect to receive value for their money. We

have strongly focused the team on providing this value proposition. We want our guests to enter the hotel thinking this is an expensive treat for themselves, but leave with the feeling that it was worth every cent and wanting to return as soon as they can.

MARRIOTT INTERNATIONAL

Richard Crawford – Vice President of Hotel Development, Australia, NZ, Pacific

As the world’s largest hotelier, Marriott International manages hotels across all tiers of accommodation. Most notably, we are recognised as the global leader in the luxury accommodation segment, with The Ritz-Carlton, St. Regis, JW Marriott, W Hotels, EDITION, Luxury Collection, and Bvlgari brands enjoying dominant market profiles and growing footprints. Despite the well-known challenges presented by COVID-19, Marriott International continues to experience a record period of growth with 25 new-build hotels under planning or construction in the Australia Pacific region. A feature of our expansion has been reinvigoration in the luxury segment in Australia, with the opening of W Melbourne, W Brisbane and The Ritz-Carlton Perth, plus elevation of the Marriott Surfers Paradise Resort and Spa to JW Marriott. To follow will be The Tasman in Hobart, The Ritz-Carlton Melbourne and W Sydney. Interestingly, during our industry’s most challenging time, Marriott International’s luxury hotels have been our most resilient performers, highlighting how our guest profile will change in a post-crisis operating environment. Affluent domestic leisure travellers are now our most

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profitable prospects, and they have voracious appetites for memorable travel experiences. Examples include the immense intrastate support for W Melbourne, W Brisbane and The Ritz-Carlton Perth when lockdowns have not been in place. Luxury brands have the cachet to attract such interest through their promise of unforgettable moments, but they also offer peace of mind in an uncertain world. Guests associate prestigious global brands with the very highest standards of hygiene and guest care – considerations that will be forefront in our customers’ minds, and central to hotels’ prospects of success for the foreseeable future.

MINOR HOTELS

Craig Hooley – Chief Operating Officer

Minor Hotels is seeing, both in Australia and internationally, a strong demand for luxury experiences once travel is allowed, due to the desire for post-pandemic experiences where one can treat themselves and experience something unique to daily life. With the luxury agenda now focused on sustainability, wellness and historical protection, we are seeing many different sources of funding to not just build luxury hotels, but to create a statement and something truly unique that is very different to the luxury hotels of the 70s and 80s. In recent times, there has been significant change to the way luxury hotels are viewed. At the advent of luxury hotels, they were designed to be exclusive, available only to the top classes of society. Today, wealth is more commonplace, and luxury has become more inclusive. A luxury hotel of the future will therefore need to offer unique experiences

that aren’t available anywhere else to attract the luxury traveller. For example, when we launch NH Collection Sydney in 2023, we will hero pottery throughout the hotel in homage to the site’s history. A luxury GM will always do their best to anticipate and accommodate guest needs, with most luxury guests having at least one special request during their stay. While the most common requests relate to bedding, towels and dietary, some are more left of field. In the past, I had a regular guest who always requested a grand piano in his room- tuned of course - which of course we happily obliged.

RADISSON HOTEL GROUP

Mark Bullock – Managing Director, Australasia

The luxury sector has always been relatively resilient, and we are confident that pent-up demand and spending power will be unleashed as soon as travel restrictions are eased. We have already seen strong domestic rebounds in many countries, and that is likely to translate to the international market when conditions allow. Resort destinations, and islands in particular, could be the first to benefit. It is vital of course that luxury brands maintain an aura of exclusivity through their service, design, F&B, leisure and event facilities. These elements heighten their value and ensure a property can command a premium price point. That said, we are witnessing a shift within the luxury segment. Guests and owners alike are moving towards a more individual approach. For guests, this means one-of-a-kind experiences in destinations that are

The Ritz-Carlton Perth headlines luxury for Marriott International in WA

62 HM The Business of Accommodation

DEVELOPMENT

Radisson Collection Hotel Queenstown A by Adina Canberra opened in late 2020

off the tourist trail, while owners are seeking more flexible branding options that allow them to retain their distinct personality. This is giving rise to more premium lifestyle brand options such as Radisson Collection, which is dedicated to delivering authentic guest journeys that reflect the essence of their destination, under the strapline ‘Welcome to the Exceptional’. The premium lifestyle brand is available to owners looking for endorsed branding of existing properties. Radisson Hotel Group is creating a diverse collection of premium lifestyle resorts that enable every guest to achieve their travel dreams, while providing owners with the strength and support of a global brand. Radisson Collection Hotel, Queenstown and Radisson Collection Resort, Galle for example, are excellent new developments that draw on their surroundings to offer unique, premium guest experiences.

SHANGRI-LA GROUP HOTELS AND RESORTS

Robert Miletic – Director of Sales and Marketing, Australia and Fiji

During the pandemic, we have seen strong demand for Horizon Club experiences, and we expect this trend to continue. With Australian international borders closed and state borders uncertain, guests have shown a great deal of interest in our most premium rooms and suites as well as distinctive dining and special spa experiences. Guests are enjoying a holistic Shangri-La experience, within the hotel. Luxury brands welcome the opportunity to be innovative and we constantly consider ways to elevate our guests’ overall experience. In Australia, our guests are looking for experiential packages and our hotels have introduced unique experiences at Shangri-La Sydney and Shangri-La Cairns via luxury travel agents and Shangri-La’s ‘The Luxury Circle’ program. With the forthcoming launch of Shangri-La Melbourne in 2023, our corporate and MICE clients have already flagged their desire to book top level suites with Horizon Club Lounge access. At Shangri-La, our hotel values are reflected throughout every element of our guests stay with us. Our regular guests and those seeking a rare special stay enjoy the exact same level of hospitality from the heart and thoughtful service, for which Shangri-La is internationally renowned. It is in our nature to anticipate the needs of our guests and

care for them from their arrival through to departure. We help our guests create special memories to treasure.

TFE HOTELS

John Sutcliffe – Development Manager

Owners and Developers recognise the strong returns potential from well-located, luxury hotel offerings and are willing to invest the capital required to ensure the product is an appropriate standard. As operators, we need to ensure the customer journey and the guest experience on-property is seamless, and we need to constantly innovate in providing high quality customer service to deliver on the brand promise. Now, more than ever, we are seeing strong interest in our Collection by TFE Hotels and A by Adina brands, with owners recognising the brand’s compelling value proposition. As travel returns, many people will be seeking a luxury experience, many with their families. A by Adina’s ‘hotel living’ experience provides for a broad range of segments (families, couples, individuals) and, through the brand promise, we want guests to leave having loved their whole experience – not just one or two stand-out moments. The versatility of this apartment-style hotel resonates with developers and owners, and we are actively seeking opportunities with them to develop a hotel under this brand. With our focus on maximising owner returns and the guest experience, all our Upper Upscale Collection by TFE properties including The Hotel Kurrajong, The Savoy on Little Collins and the flagship A by Adina’s in Sydney and Canberra offer exceptional F&B options for our guests, making them destinations in their own right and thus hitting the mark in both. n

“As operators, we need to ensure the customer journey and the guest experience on-property is seamless.” John Sutcliffe, TFE Hotels hotelmanagement.com.au 63

REAL ESTATE WINDOW

MIXED

sale of the Sheraton Melbourne and more recently the Next Hotel Melbourne, both of which are part of mixeduse developments, investors were very comfortable with this type of asset and title, as they recognise the fact that there are very few freestanding freehold hotel assets in the Melbourne CBD. In both instances, the hotels achieved exceptionally strong prices per room and investor engagement.

RESORTBROKERS

Trudy Crooks – Managing Director

DEVELOPERS SEE A LOT OF POTENTIAL IN MIXED-USE DEVELOPMENTS. THEY’RE COUNCIL PLEASING, PROVIDE MULTIPLE REVENUE STREAMS AND OFTEN WELCOMED BY LOCAL COMMUNITIES FOR THE LOCAL FACILITIES THEY PROVIDE. HM’S REAL ESTATE EXPERTS ASSESS THE MIXED-USE GAME IN VICTORIA AND TASMANIA.

JLL HOTELS AND HOSPITALITY GROUP

Nick MacFie – Associate, Hotels and Hospitality Group

Hobart will look to rebuild strong visitor numbers once lockdowns end

The growing number of mixed-use developments in and around the Melbourne CBD over the past few years was, prior to COVID, driven by incredibly strong residential and commercial markets. However, a hotel was also pursued within these developments as they were becoming increasingly feasible. More broadly, a hotel within a mixed-use development significantly improves the market positioning of the entire project and makes the other components more attractive for tenants and residents. This is typically why a hotel within a mixeduse development is of an upper-upscale or luxury standard, just as we’ve seen with projects such as the W Melbourne, Ritz-Carlton and Shangri-La. Long term, we believe that mixed-use hotel developments will still occur, however perhaps not to the same degree as before. Ultimately, it comes down to a developer maximising the gross realisation and the mix of uses will change depending on the state of the respective asset sector markets. Melbourne is in the midst of its biggest ever new supply cycle with an additional 26% of hotel room supply either recently completed or under construction across the CBD and fringe. When the developers look to exit the hotel component of these mixed-use developments, we believe such opportunities will be well received by the investment market. As we experienced with our

64 HM The Business of Accommodation

In September, Melbourne officially surpassed London’s lockdown length with a cumulative count exceeding 210 days. It goes without saying that this is the major issue facing the market in both Victoria and Tasmania. However, under the lockdown weariness, there is pent up demand to travel and because of this, we have experienced accommodation operators who are seeing potential and are looking at the market, especially now that vaccination rates are rising which is expected to result in eased restrictions. In Victoria, there are two distinct markets – the greater Melbourne CBD area and the regional areas. One particular positive statistic is that rental vacancy rates in greater Melbourne dropped from 4.2 percent to 3.8 percent in just one month, from April to May 2021. This indicates a return to normalcy and should feed into the confidence among developers that mixed-use developments are a good option. Prior to COVID, the developers we work with were selling these units pretty quickly. Once the lockdowns come to an end, and it is

“Tasmania has maintained its ‘brand’ as a safe destination.” Trudy Crooks, ResortBrokers looking like that will happen by the end of this year, we expect to see a lot of activity in this space again. Regional Victoria has always been popular for both tourists and operators and, again, once we get clear of lockdowns, we believe there will be a lot of pent-up demand and a lot of action, more likely as we move into 2022. Tasmania has maintained its ‘brand’ as a safe destination, but the lockdowns have reduced tourism visitation with visitors having to cancel last minute for this reason. Tourism Tasmania, drawing on STR data, reports that in the first quarter of this year overall forward bookings are approximately half of occupancy levels across the January to March period, compared to 2020 which is pre-COVID. But operators and investors are taking a long-term view on the future bounce back in Tasmania, and we recently sold Franklin Manor, a heritage building and hotel, on the west coast in Strahan to a couple from Queensland. n

LEGAL MATTERS

TRAPS IN THE NEGOTIATION OF A HOTEL SALE CAN BE A MINEFIELD FOR BOTH THE BUYER AND SELLER, REQUIRING THE EXPERTISE OF SPECIALIST LAWYERS TO ENSURE IT IS NAVIGATED SAFELY. ALONG WITH THE OLD AND NEW OWNER, THE HOTEL OPERATOR MUST ALSO PAY CLOSE ATTENTION AND REVIEW ITS CONTRACTED OBLIGATIONS BEFORE DECIDING ON ITS NEXT MOVE.

BAKER MCKENZIE

Graeme Dickson – Partner

“The

potentially disastrous bid consequences. This means that everything that the lawyers do - including the nature and extent of contract mark-up, due diligence, RFIs and their demeanour with every vendor representative - should be focused on building a winning bid. Plenty can go wrong in a hotel sale transaction and often does. A well thought out and executed strategy is the best means to ward off a protracted transaction.

HFW AUSTRALIA

Harry Zhang – Senior Associate

Whilst hotel operators continue to be affected by discounted cash flows from hotel operations for an extended period, regional hotel assets are in hot demand driven by the growth of intrastate tourism during COVID-19. A hotel acquisition is commonly structured as an acquisition of the hotel property along with the hotel business and the associated hotel licences. An acquisition of securities (for example, shares or units) in a hotel property owner and/or a hotel operator is less common

The selection of the best sale purchaser’s process in the prevailing market lawyers conditions must be fully and carefully considered. A superior need to be an sale programme makes the process as user-friendly integral part as possible. This includes a comprehensive and the incoming owner may have to assume all the of a successful because well-structured electronic data room with extensive obligations and liabilities incurred by the hotel property commercial functionality together with the preparation of a fair owner and/or the hotel operator. The legal team in a hotel and reasonable sale contract with particular focus on acquisition advises on transaction structures, identifies bid process.” ‘red flag’ issues and a realistic means of dealing with material legal risks by carrying out due diligence on both Graeme Dickson, such issues so as to avoid the sale process bogging down. the hotel property and the hotel business, and negotiates Baker McKenzie This is combined with a comprehensive communication the transaction documents. protocol designed to deal with purchaser queries In those transaction documents, the agreed transaction expeditiously and thoroughly. structures are implemented, and the material legal The seller and its consultants - particularly lawyers and risks are addressed or managed through risk sharing brokers - need to communicate regularly and preferably mechanisms reflecting the bargaining position of each through regular catch-up meetings and otherwise relevant party. We are seeing financiers offering work seamlessly together, transparently considerably less loan-to-value ratios in sharing information with the ultimate goal financing hotel acquisitions during COVID-19. of minimising deal risk and maximising A financeable hotel management agreement sale value. A well-structured sale process for the hotel property has therefore assists in maximising the sale price. become vitally important for an Many hotels are managed by incoming owner. The incoming owner professional hotel operators. The would otherwise have to contribute really savvy vendors start to think greater amounts of equity or arrange about a sale when they are negotiating mezzanine finances at higher costs. In their hotel management agreement this regard, existing hotel management - but that is for another day. The agreements will need to be reviewed in purchaser’s lawyers need to be an detail and may have to be varied to integral part of a successful commercial reflect clear termination pathways, bid process and not undertake an esoteric stringent performance tests and flexible A n ho frolic of their own in regard to the deal with financing requirements. n tio tel iga sal v a e re n l a quires extensive leg hotelmanagement.com.au 65

PEOPLE

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People on the Move

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The latest key HR movements across the hotel industry Real estate investment and hospitality management firm, Highgate, has named Arash Azarbarzin as its Chief Executive Officer. Azarbarzin moves from his former role leading SH Hotels and Resorts where he helped expand the 1 Hotels brand into new markets including Australia. Luxury European brand, Kempinski Hotels, has installed Bernold Schroeder as its now permanent CEO after eight months in the role in an acting capacity. Schroder is a highly experienced luxury market hotelier and has been with Kempinski since 2017.

Getting To Know...

Trent Fraser

HM recently enjoyed a chat with Choice Hotels Asia-Pac CEO, TRENT FRASER, who shared a story on why his days working the door at nightclubs are well and truly over. What was your first job in the accommodation industry?

My first job in the accommodation industry was in Food and Beverage at a fivestar hotel in Canberra. I did mini bars during the day and worked in functions and banquets in the evening. It was a great experience and one that I look back at fondly. I learned so much in those early days in my career from colleagues that had been in the industry for many years.

Can you tell us a funny, embarrassing or memorable story from the early part of your career? I once held the role of Doorman at an upmarket Jazz Supper Club within the then Parkroyal Canberra. It was my second day on the job on a Saturday night, with an international performer playing and I had been told many people try to ‘talk their way in’ rather than pay the AUD$10 cover charge. A short time into my shift, a very well-dressed couple arrived, and the gentleman introduced himself and stated he ran the hotel, before trying to walk through into the venue! In my eagerness to impress my supervisor, whom I could see from across the floor pulling strange stressful faces at me, and pointing to the couple at the door, I quickly realised she was indicating that there in front of me was an example of what she was talking about! These two were trying to bluff their way in for nothing! I firmly, but politely, pushed back on their request to enter the venue, and explained I could let them in at a cost of AUD$20. After some polite but heightened discussion about how he really was the GM (‘yeah right’, I thought) I was assisted by my supervisor who rushed over and promptly introduced me to the gentleman. Indeed, he was the GM of the Parkroyal Canberra.

What’s the best piece of advice you can give to young people assessing whether hospitality or tourism is right for them as a career?

If you’re prepared to go all in, have a true passion for serving customers and dealing with people, and love variety in your job every day, with opportunities to travel the world, then hospitality and tourism may be right for you. n 66 HM The Business of Accommodation

Growing AI and technology firm, Book Me Bob, has welcomed Elizabeth Bradley to its Executive Leadership team to drive its entry and expansion in the UK market. Bradley returns to her native UK for the role and brings 25 years as an experienced revenue and strategy leader with her. Hospitality furniture and design firm, Katalyst Group, has appointed Daniel Shipley as its new Head of Marketing – APAC. Shipley brings 15 years in media, advertising and marketing to his new position and will continue pushing the Katalyst name in industry FF&E circles. JLL Hotels and Hospitality Group has recruited experienced real estate operator, Mark Walsh, to the role of Vice President of the Queensland team, based in its Brisbane office. Walsh joins JLL from Spirit Hotels where he oversaw the performance of 40 hotels in the role of State Manager. Outrigger Hospitality Group veteran, Avery Aoki, has been promoted to Chief Financial Officer and will succeed retiring incumbent, David Nadeau, following a handover process. Aoki first joined Outrigger in 1986. Workforce outsourcing firm, ahs hospitality, has appointed Leanne Graham as its new Executive General Manager. Graham moves to her new role from The Compass Group Australia where she oversaw restaurant operations. Bringing over 20 years’ experience with the company to his new role, Cedric Nabul has been named as General Manager of the new Hilton Singapore Orchard. Nabul will take control of the company’s largest property in Asia-Pacific.

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HM October 2021

Articles inside

FOOD AND BEVERAGE - MIXING IT UP

TECHNOLOGY - BEHIND THE PANELS

HM Q&A - PAUL CONSTANTINOU

Hotels & Resorts Promotion - IHG